Telus TV Troubleshooting Guide

[PaulE]

I had similar problems with my second set top box. I also had issues with it stopping part way through playing back a show and saying that the PVR was not available. I called a Telus tech who took remote control of my computer and changed a couple of settings in my router. The problems seem to have been fixed (3 days now with no recurrence)

[beag101]

I have been experiencing this same issue since the upgrade to 2.x. I would like to hear what changes were made to your router if you know. Anyone else have this problem or a solution?

[PaulE]

Unfortunately I wasn't paying too much attention to what he was doing but it had something to do with changing the router so that it handles more of the communication between boxes rather than the network (I think he changed the setting from Bridged to Routed). As he explained it to me it didn't really matter before the multi-room PVRs were implemented which setting was used in the D-Link.

The change he made could only be done with an administrators password and was not available in the menus I have access to using the "admin" password that can use to log in adjust some of the settings.

If this is an issue related to the multi-room PVR I am not sure why I didn't have a problem from the time they added the multi-room PVR feature until the switch to Mediaroom 2 but I didn't - the problem only arose when Mediaroom 2 was implemented.

[beag101]

PaulE - thanks for the info. I also didn't have an issue till the upgrade to Mediaroom 2. I will give tech support a call and see what they can do. I have the Actiontech router so maybe different.

[beag101]

I spoke with tech support and was told it was a known issue and they are working with Microsoft on a fix... Anyone else have another idea for a fix?

[zigomatickid]

Hey guys, not sure if this is the approporiate thread or not, and if it isn't, please direct me to the right one, but I have a question/problem for all the Optic users out there.

My question/problem is the delay on the PVR/STB. It is proving to become more and more troublesome. Prime example is after hitting the "OK" button to access Optic TV. Another annoying problem is the "back" (7 sec.) button, it doesn't go back 7 seconds, nor does it do anything right away when I hit the button. Another problem is the delay when choosing a PVR'd program, it seems like we are always waiting!!

In general, my problem is with DELAY when using any of the functions. It was much better when we first had it installed, but has slowed down significantly since. Might this be due to the amount of programs we have PVR'd, about 75% full???

Look forward to some feedback, thanks!!

[zapperman]

You're not alone, Zigo. I have noticed all of the exact same problems, and that the delay never used to be there. I don't notice the delay on my 2 other STBs, just on the PVR though. I have just assumed that it is a known problem that they are working on, possibly related to Mediaroom 2?

Since swapping out to the Actiontec, I have also noticed that the appearance of the recordings sometimes disappears then repopulates on the STBs, sometimes causing the PVR to reboot... strange stuff.

[Gatorade]

I have a new problem, my PVR STB after the update zooms out for some reason when in HD, now it automatically goes to shrunken mode out of the blue, any ideas? I have to manually change it back to 720p widescreen

[supercommando69]

hi,
RE: Client Initialization error - from what I read, it seems there is no hope when you get this error on the PVR, and you MUST have the box replaced? A tech is coming out tomorrow..that means i LOSE all my recorded shows and scheduled programming?

As you can see below, i went thru some troubleshooting yesterday with telus rep on the phone and a higher level technical rep also.

Today, in addition to what's below, i have unplugged EVERYTHING - modem, router...boxes overnight to see if it would 'clear things up'
NO. no luck, back to "Client initialization error' on the Telus Cisco STB PVR.
Haven't seen any 'gears' as described in this post, and i remember the rep on the phone saying i should see this on bootup...


My steps from yesterday, any help appreciated, else tech will be out tomorrow anyway :

Thanks in advance! KC

******************************************************
problems with Optic TV
1 box is still not working. (PVR)
"Client initialization error' after recommended (4 reset, soft reset process) This happend before during several powercycles also.
other NON-PVR box is ok


Rep: Mike
************************************************************ *******

He spoke to a higher support group, after he called me back at 918PM.
My service has been down now since 530PM. I have attempted to powercycle router/modem and the PVR a few times now. Also, of course
the steps he has provided above to 'soft reset'

I have missed recording the "Apprentice" now at either 6PM and 9PM now.

I've been on hold now for 15 minutes, while he goes and asks someone to assist further past this point it's stuck on.

Carol - specialist 940PM.
now on the line.

"DER didn't work, as we didn't get the 3 wheels.." she's trying to talk to the box now....

She had me powercycle the box again - after 4 minutes unplugged, but this time UNPLUG from the surge protect bar, and plugged in directly
to the wall.

No luck, same problem. Tech Dispatched for Tuesday from 8AM to 4PM, that's the best they can do.
Not good, i have to miss work.

[Wiremonkey]

Just wanted to add some info OptikTV users may find helpful.

Occasionally an STB will go non-responsive and freeze. When it does the usual advice is to reboot (pull the power plug, count to 5 and plug it back in). In most cases the STB will come back on and respond properly, sometimes it doesn't. When it doesn't a full system restart is what you should do if you have issues with STBs or the proper functioning of your PVR, before you call TELUS. Many times this will sort out all kinds of issues and strange STB behaviour.

To do a full system restart first go to each STB and pull the power plug out, it's the left most cord on the back of the STB as you stand in front of it. Leave them all unplugged.

If you have any HPNA adapters, they're the little black boxes sometimes used to connect a X-Box as STB to the coax, unplug them too.

Now go to the Actiontec and unplug the power cord from it, count to 5 and plug it back in. Wait until the power light, DSL light and Internet light are all on.

Go to your 430 (PVR) and plug it back in, wait until it is fully restarted and has the "press OK to view recorded programs" message on it. Leave it that way. If you don't have a PVR go to the next step.

Go to any HPNA adapters (if applicable) and plug them back in. If you don't have HPNA adapters go to the next step.

Plug in up to 3 STBs and wait until they're fully restarted, and have the "press OK to view recorded programs" message on them. Plug in any remaining STBs and wait until they're fully restarted. Do not restart more than 3 330's/X-Boxes at a time.

You have now completed a full system restart, if you still have issues you should call in to TELUS. If the issues are resolved you can turn off all the STBs you aren't watching and everything should be fine.

This will commonly correct issues that have occurred due to a firmware update,
additions of channels that do not arrive within 24 hours of requesting them,
non responsive PVR issues,
failure of the pause feature on 330's and X-Boxes that doesn't clear up in a minute or so after that STB/X-Box was turned on,
and occasionally it resolves lost signal issues and freezing although this may be a network related issue and will probably return if not repaired.

Hope this helps.

- another TELUS tech

[VK Sefirosu]

My PVR box seems to have just died this morning.

First, everything froze, unresponsive remote and buttons so I power cycled the box. It then came up with a "cog" and a progress bar and then a red x with a little rectangle under it after the progress bar went full.

Left it unplugged for about an hour and now it does absolutely nothing when I plug it back, only the link light on the Actiontec comes up but nothing on the STB.

I've had this STB with TTV before it became Optik so I guess it has done it's time.

I called TELUS and they will send someone to swap the box.

[Wiremonkey]

It has just been brought to my attention (in training updates this week) that customers can use their PVR to preserve picture quality and sound quality issues for the tech to see when they visit!

How many times has there been something wrong with something you own, and when the repair person shows up (or you take it to them) it works fine, and won't misbehave?

If this is happening with your OptikTV and you have a PVR, record the issue. The tech can play the recording and run a tool called AVDIAGS to see what was causing the issue when it occured, even if everything is behaving when the tech arrives. The data is preserved in the recording so things like lost packets and discontinuities can be clearly seen when the tool is run on the recording.

- another TELUS tech

[andrew.mcintosh]

I've had Optik TV for just over a month now, and everything was fine for the first few weeks. Overall the system worked well on my three tvs, and having a pvr that could be accessed on every tv was awesome.I'm on the 19 megs profile, and am supposed to be able to receive 2HD and 1SD.

Over the last two weeks, all of our recordings have had issues with lagging and freezing up for a few seconds before jumping ahead. While watching on the PVR the recordings just jump ahead, but on my other CIS330s the connection will be lost almost right away. Also, I can't even watch the tv in my bedroom because even with live SD tv it stutters and lags terribly, and frequently loses the PVR and says "PVR is unavailable" or something like that. The only way for the box to find the PVR again is to perform a full system reset. Suffice it to say, all of this is extremely frustrating!

I've called Telus tech support several times, and have been told that they are currently working with Microsoft to resolve the known issue with boxes losing the PVR, but were entirely unhelpful with all of my other issues. Like I've said, resetting the entire system for them has not helped at all. Does anyone know a way for me to get this fixed easily, or a trick they've used to fix it themselves, since the 310-MYTV number is utterly useless?

[Wiremonkey]

Originally Posted by andrew.mcintosh

Also, I can't even watch the tv in my bedroom because even with live SD tv it stutters and lags terribly, and frequently loses the PVR and says "PVR is unavailable" or something like that. The only way for the box to find the PVR again is to perform a full system reset.

Andrew please call TELUS about this. The PVR issue is known, but this is not related to that issue and could be causing you more problems. Don't bother with the PVR functionality issue, the really important thing to get dealt with for you is what I've highlighted in green. This lag and 'stutter' is likely related to an inside network issue. That issue is impacting this STB. It could also be impacting your STB network. It needs to be addressed.

The PVR issue is a bug and only the firmware update will deal with it completely.

- another TELUS tech

[andrew.mcintosh]

Thanks I definitely will.