TiVo Genie Issues.

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Uber Geek
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#1595782 20-Jul-2016 18:50

Groucho:

clive100:

Just received some info back from TiVo support....

"Apologies that this issue has not yet been resolved.

This problem does not appear to be effecting all TiVo accounts in New Zealand so our technicians are looking at why TiVo Genie record commands are not being recognised by two of your TiVos.

There is a widespread issue with TiVo Genie confirmation emails not being sent for both Australian and New Zealand TiVo account, this is also being looked at by TiVo technicians in the US.

We have been running some tests here in the office to help identify where this error may exist."

This is at last an acknowledgement of part of the problem although we are now aware the TiVo's not receiving the Genie recording schedule is not limited to just myself.

Thanks. I have technical as well as tech support background so can appreciate their side of things. If it's intermittent or as it sounds only affecting some and not all accounts it can be quite hard to isolate. My gut says as there's a known widespread issue with the confirmation emails it might be related somehow.

We had a runtime error in a software application that required 3 or 4 conditions to trigger a pesky error -- an analogy is like a car where the engine stops, but only when a certain species of spider walks across a specific part of the circuit board at a certain time and temperature.

Yep, bugs can be hard to find.

clive100

236 posts

Master Geek
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Inactive user

#1595839 20-Jul-2016 19:50

I am also from the service industry but now retired.

Although I have no past experience with debugging software or websites I am very familiar with the difficulties associated with correct diagnosis and cure of obscure & intermittent problems.

From my experience the best way to solve a problem, firstly & most importantly, is to listen with open ears, observe with an open mind & gather all the information made available to you to you regarding the fault(s). Only then should you start the process of diagnosing the likely cause(s) of the problem. So often some service persons assume that they know what the problem is without fully listening to the complaints so switch off their ears etc. & miss relevant information that could stop them from going on a wild goose chase & proclaiming that there is no fault or that it the fault has been fixed when in fact they hadn't understood the problem that they were trying to find & fix.

Sorry if this sounds like a rant but I'm sure we all can relate as customers or as service providers be similar experiences of chasing our tails or watching someone else chasing theirs.

jaidevp

331 posts

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Spark NZ

#1595844 20-Jul-2016 20:22

I'll see if I can find out what the story is at work tomorrow.
Wonder what happened to @DanHybrid
Edit: I didnt see the previous page update, looks like Tivo are aware and looking into it.

clive100

236 posts

Master Geek
+1 received by user: 43
Inactive user

#1595896 20-Jul-2016 21:50

Hi Jaidevp.

I see you work for Spark. Does Spark still provide any TiVo support in NZ ?

I would appreciate it if you were able to find out what is being done by TiVo. It still looks from Hybrid services (TiVo's) latest response that they are not treating the two different errors in failed attempted Genie recording schedules as a wider fault which affects other users by the inference that only my two TiVos were affected. From some of the comments here It is a wider issue also.

These are the faults ....

Genie website comes up with .... "ERROR OCURRED. Problem with the output. see errorlog" in a little black box on top left of the TiVo Genie web page. This effects some users or specific TiVo units / Service No.s

A scheduled recording appears to be successfully sent but it doesn't arrive at the TiVo unit. A Conflict note appears in schedule status as no confirmation is received back from TiVo unit. Again this is affecting some or all users.

No emails are now being sent by TiVo Genie to registered email address on users MytiVo account to confirm receipt of / or conflict with scheduled recording sent to the TiVo units . This fault has been acknowledged.

Any assistance would be greatly appreciated.

Groucho

542 posts

Ultimate Geek
+1 received by user: 216

#1596237 21-Jul-2016 13:33

Another update just received following the email I sent yesterday outlining my experience:

"Thank you for contacting TiVo Support and for providing this extensive information on your experience with this Genie issue.

As you said this does appear to be a widespread issue with TiVo Genie in New Zealand, and much like you have reported, record commands do appear to be successfully submitted but the corresponding TiVo DVR does not acknowledge the request and a incorrect conflict notice is issued from the Genie portal.

We have technicians looking at this issue who are working on the assumption there is an anomaly with the TiVo Server in the US which processes TiVo Genie record commands and issues them to the DVR.

Hopefully we will have some useful answers for you soon."

jaidevp

331 posts

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Spark NZ

#1596313 21-Jul-2016 15:18

Hi Spark no longer provide hardware replacements, however the support number is still operational for facilitating faults through to Hybrid/Tivo if the support desk is unable to resolve.

Dyson

Shop now for Dyson appliances (affiliate link).

clive100

236 posts

Master Geek
+1 received by user: 43
Inactive user

#1596403 21-Jul-2016 17:00

Groucho:

Another update just received following the email I sent yesterday outlining my experience:

"Thank you for contacting TiVo Support and for providing this extensive information on your experience with this Genie issue.

As you said this does appear to be a widespread issue with TiVo Genie in New Zealand, and much like you have reported, record commands do appear to be successfully submitted but the corresponding TiVo DVR does not acknowledge the request and a incorrect conflict notice is issued from the Genie portal.

We have technicians looking at this issue who are working on the assumption there is an anomaly with the TiVo Server in the US which processes TiVo Genie record commands and issues them to the DVR.

Hopefully we will have some useful answers for you soon."

Well Groucho that is the most honest & complete response to date from TiVo. A good result.

Groucho

542 posts

Ultimate Geek
+1 received by user: 216

#1602130 1-Aug-2016 11:58

Another update from TiVo support. No further but at least keeping in touch:

"We wanted to update you on this Genie problem. We are in communication with TiVo Technicians in the US who are attempting to identify the issue with TiVo Genie Remote Scheduling.

We cannot give a accurate estimate of when this issue will be resolved but we will be in touch as soon as we have a solution."

clive100

236 posts

Master Geek
+1 received by user: 43
Inactive user

#1602204 1-Aug-2016 13:08

Again thanks for the heads up Groucho.

I have only had one communication back recently suggesting that I haven't got my channels ticked in the channel list ... Surely if that was the case I would not be able to record at the TiVo itself or watch the channel directly on the TiVo.

You seemed you are dealing with a TiVo support member who has a good grasp of the problem & perhaps the person I have been dealing with does NOT.

I hope this is one of those ... "It won't happen overnight but it will happen !" situations.

mattwnz

20515 posts

Uber Geek
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#1602259 1-Aug-2016 13:58

That's call centre workers for you, they are basically just following a flow chart. At least they are aware of the problem, and at least Tivo in the USA are still a strong company. Just hope the system NZ and Oz use hasn't nearly reached the end of it's life, as it hasn't really been updated in terms of the front end.

Groucho

542 posts

Ultimate Geek
+1 received by user: 216

#1617743 26-Aug-2016 10:51

Via another Geekzone thread (http://www.geekzone.co.nz/forums.asp?forumid=114&topicid=193399&page_no=2) I've just been made aware "some" acknowledgement has been made. By this I mean it now gives an actual error rather than just appearing to work normally until you realise the info is never received by the TiVo.

Just tested by submitting a random programme request. Although the spiny arrow wheel keeps spinning indefinitely I did spy a small quick popup top left of the page to say there was an error and to check the logs.