Shaw DCT6412 Information / Questions / Problems - Page 71 - Canadian TV, Computing and Home Theatre Forums

Jetranger · 2011-01-01, 12:44 PM

As Paul Clancy said, unfortunately, this is a known issue on the Moto boxes. 'Wiggling' the HDMI connector on the PVR is the worst thing you can do but isn't going to hurt if it is already broken. If your Component connection is working ok, and it sounds like it is, I would suggest watching as many of the recordings as you can before booking the service call as they will, of course, 'go away' with your box if Shaw replaces it. This holds true even for an Extender, if you happen to have one, so keep that in mind if you are getting the box replaced. You should be able to continue using the Component connection with little to no difference in picture quality, depending on your setup.

filekb · 2011-01-02, 02:36 AM

Thanks for your replies! I was unaware that this was a known issue. At least it reassures me that it is likely only a loose solder and that the whole unit is not going to crash. (I didn't start wiggling it until it stopped working!)

The component is working fine and I have an extender with about 20 movies so I will do as suggested and watch all recordings before calling shaw for a replacement. I may not even go for a replacement because as you pointed out, the components should give about the same video quality. I have an AVR with REON video processing, so the PQ looks fine so far.

Thanks also to paul Clancy for pointing out that triple play subscribers get a free refurbished replacement - I was unaware of that as well!

Shaw Guru · 2011-01-03, 02:16 PM

Just to clarify regarding the warranty:

Starting October 1st, 2010 all Triple Play customers will be given an extended warranty on their Digital TV equipment for as long as they are a Triple Play subscriber.

This only extends the warranty while the customer is a triple play customer and does not replace the original warranty as this would be in effect should they no longer be a triple play customer.

downbeat · 2011-01-03, 02:21 PM

Here's the original thread relating to the new extended warranty rules:
http://www.digitalhome.ca/forum/showthread.php?t=130150

malbadon · 2011-07-05, 12:32 AM

I feel dumb but I can't figure out how to delete an entire folder. I was sure there was a way to not have to individually delete all 50 episodes inside the folder but I'll be darned if I can figure it out

Anyone?

spitoon · 2011-07-05, 09:49 PM

Unfortunately you can't delete an entire folder. You can 'bulk delete' but you still have to click a check mark beside each episode that you want to delete.

mufc99 · 2011-07-12, 12:07 AM

If I leave my 6412 phase 3 box on the channel it will record, but I cannot change the channel while recording because all I get is a blank screen saying "one moment please" and a reference code of S0a00.
If I am watching a show and a recording has been set for another channel the red light comes on to show recording in progress but the show never shows up in my recorded programs. I had Shaw reset the box and they said this was a common problem that is fixed by resetting the box but it did not happen.
Have one of my tuners crapped out ?, and if so is there any place to get one and any instructions anywhere on how to change one out. I have searched here and on google and can not seem to find an answer.
It is simple to change out a hard drive. Hope the same is true for the dual tuner.
Thanks

TechGuy8 · 2011-07-12, 12:39 AM

mufc99, You have warranty on your equipment as long as you are Shaw cable TV, Internet and home phone subscriber.

mufc99 · 2011-07-12, 09:07 AM

Not according to the last time I called Shaw when I had problems with this box. They told me warranty only good for 3 years. I purchased it. I only have Shaw Cable and Internet, not phone if that makes a difference

hdguy20060207 · 2011-07-12, 09:14 AM

^
I recall being told the same things. This was 1-2 yrs ago and I only had internet/TV with them. Perhaps this has now changed, you get a full warranty if you have all services
with them. Seems odd though how the warranty only applies if you have all services with Shaw. Is that legal ?

Dr.Dave · 2011-07-12, 09:33 AM

@mufc99, the triple-play warranty is described a few posts before yours.

I had a brand-new 6416 with a faulty tuner a few years ago with the same symptoms. That was my first PVR, so I decided to troubleshoot it to be sure it was faulty hardware. I was able to go into diagnostics screen and confirm it was always the same tuner that wasn't working.

You should be able to use the SWAP button to switch between the tuners and tune to different channels.

Turn the PVR off and press OK/SELECT on the remote within 2 seconds to enter the Diagnostic Main Menu.
Press DOWN ARROW and then OK/SELECT to select the "d03 OOB STATUS" option.

mufc99 · 2011-07-12, 10:58 AM

00B Frequency 072.75hz
carrier lock yes
data yes
emm data yes
snr 19.9db good/switching between 20db fair
agc 18% good
em provider id 0x0003
emm pid 0x1504
network pid 0x0777

Not sure what you want me to do

Let me just say that the responses to this have been fast and I really appreciate the feedback.

If it is the tuner Shaw tells me it is very hard to replace. It involves micro soldering etc.

They also did tell me that my warranty has expired.

Dr.Dave · 2011-07-12, 11:16 AM

@mufc99, that may not be the right diagnostic option. I switched from Shaw over a year ago so I can't check. I think there is a diagnostic option that shows which tuner is tuned to a channel. You can check if the problem is always on the same tuner which would confirm a hardware problem.

mufc99 · 2011-07-12, 11:49 AM

In band Status ?

in band tuner -2
carrier lock no
pcr lock no
snr 00.0db invalid

Current channel status
tuner 2
ch:N/A tuned frequency N/A
In fact on tuner 2 all are N/A

Can a tuner be bought and replaced easily, if that is the problem ?

TechGuy8 · 2011-07-12, 12:26 PM

mufc99, your problem may be signal related. A couple of weeks ago, I purchased a power bar with surge protection for the cable. After I passed the cable signal through it, I started getting "one moment please" on some channels and NOT all channels. The problem went away after connecting directly to my PVR without going through the power bar.

You may want to book an appointment for a tech to check your wiring. But the service call is not free since you only have 2 Shaw services.

You talked to Shaw about your PVR problem. I am wondering whether Shaw will replace your PVR even if you add the phone service to make you as a triple play customer.

2011-01-03, 02:16 PM	#1053
Shaw Guru Veteran Join Date: Feb 2007 Location: BC. Shaw Cable, 42" Samsung DLP, 6416 w/expander & DCX3400 Posts: 1,900	Just to clarify regarding the warranty: Starting October 1st, 2010 all Triple Play customers will be given an extended warranty on their Digital TV equipment for as long as they are a Triple Play subscriber. This only extends the warranty while the customer is a triple play customer and does not replace the original warranty as this would be in effect should they no longer be a triple play customer. __________________ Designated Shaw Employee representative for Cable & Digital Cable for Digital Home Forums.

2011-07-05, 12:32 AM	#1055
malbadon Join Date: Aug 2003 Location: Calgary Posts: 43	Delete entire folder on 6412 I feel dumb but I can't figure out how to delete an entire folder. I was sure there was a way to not have to individually delete all 50 episodes inside the folder but I'll be darned if I can figure it out Anyone?

2011-07-12, 12:07 AM	#1057
mufc99 Join Date: Aug 2003 Location: Airdrie N of Calgary Alberta Posts: 59	Dual Tuner not working If I leave my 6412 phase 3 box on the channel it will record, but I cannot change the channel while recording because all I get is a blank screen saying "one moment please" and a reference code of S0a00. If I am watching a show and a recording has been set for another channel the red light comes on to show recording in progress but the show never shows up in my recorded programs. I had Shaw reset the box and they said this was a common problem that is fixed by resetting the box but it did not happen. Have one of my tuners crapped out ?, and if so is there any place to get one and any instructions anywhere on how to change one out. I have searched here and on google and can not seem to find an answer. It is simple to change out a hard drive. Hope the same is true for the dual tuner. Thanks

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2011-01-01, 12:44 PM	#1051
Jetranger Premium Supporter Join Date: Jan 2008 Location: Calgary SonyTVs,ShawGateway&6Portals DCX3400, Pace 770D, 5ShawExpanders:3WD,1Sgt,1iOmga Harmony One Posts: 3,343	As Paul Clancy said, unfortunately, this is a known issue on the Moto boxes. 'Wiggling' the HDMI connector on the PVR is the worst thing you can do but isn't going to hurt if it is already broken. If your Component connection is working ok, and it sounds like it is, I would suggest watching as many of the recordings as you can before booking the service call as they will, of course, 'go away' with your box if Shaw replaces it. This holds true even for an Extender, if you happen to have one, so keep that in mind if you are getting the box replaced. You should be able to continue using the Component connection with little to no difference in picture quality, depending on your setup.

2011-01-02, 02:36 AM	#1052
filekb Rookie Join Date: Jan 2011 Location: BC, Canada Posts: 2	Thanks for your replies! I was unaware that this was a known issue. At least it reassures me that it is likely only a loose solder and that the whole unit is not going to crash. (I didn't start wiggling it until it stopped working!) The component is working fine and I have an extender with about 20 movies so I will do as suggested and watch all recordings before calling shaw for a replacement. I may not even go for a replacement because as you pointed out, the components should give about the same video quality. I have an AVR with REON video processing, so the PQ looks fine so far. Thanks also to paul Clancy for pointing out that triple play subscribers get a free refurbished replacement - I was unaware of that as well!

2011-01-03, 02:21 PM	#1054
downbeat Moderator Join Date: Jul 2003 Location: Calgary Posts: 3,565	Here's the original thread relating to the new extended warranty rules: http://www.digitalhome.ca/forum/showthread.php?t=130150

2011-07-05, 09:49 PM	#1056
spitoon Join Date: Feb 2006 Location: Airdrie, AB Posts: 906	Unfortunately you can't delete an entire folder. You can 'bulk delete' but you still have to click a check mark beside each episode that you want to delete.

2011-07-12, 12:39 AM	#1058
TechGuy8 Join Date: Feb 2010 Location: Cal Gary Posts: 295	mufc99, You have warranty on your equipment as long as you are Shaw cable TV, Internet and home phone subscriber.

2011-07-12, 09:07 AM	#1059
mufc99 Join Date: Aug 2003 Location: Airdrie N of Calgary Alberta Posts: 59	Not according to the last time I called Shaw when I had problems with this box. They told me warranty only good for 3 years. I purchased it. I only have Shaw Cable and Internet, not phone if that makes a difference

2011-07-12, 09:14 AM	#1060
hdguy20060207 Join Date: Feb 2007 Location: Edmonton,Shaw HD, Hitachi 42"; Sony KDL40Z4100B , Gateway + 3 Portals Posts: 138	^ I recall being told the same things. This was 1-2 yrs ago and I only had internet/TV with them. Perhaps this has now changed, you get a full warranty if you have all services with them. Seems odd though how the warranty only applies if you have all services with Shaw. Is that legal ?

2011-07-12, 09:33 AM	#1061
Dr.Dave Moderator Join Date: Aug 2005 Location: Winnipeg Posts: 4,718	@mufc99, the triple-play warranty is described a few posts before yours. I had a brand-new 6416 with a faulty tuner a few years ago with the same symptoms. That was my first PVR, so I decided to troubleshoot it to be sure it was faulty hardware. I was able to go into diagnostics screen and confirm it was always the same tuner that wasn't working. You should be able to use the SWAP button to switch between the tuners and tune to different channels. Turn the PVR off and press OK/SELECT on the remote within 2 seconds to enter the Diagnostic Main Menu. Press DOWN ARROW and then OK/SELECT to select the "d03 OOB STATUS" option.

2011-07-12, 10:58 AM	#1062
mufc99 Join Date: Aug 2003 Location: Airdrie N of Calgary Alberta Posts: 59	00B Frequency 072.75hz carrier lock yes data yes emm data yes snr 19.9db good/switching between 20db fair agc 18% good em provider id 0x0003 emm pid 0x1504 network pid 0x0777 Not sure what you want me to do Let me just say that the responses to this have been fast and I really appreciate the feedback. If it is the tuner Shaw tells me it is very hard to replace. It involves micro soldering etc. They also did tell me that my warranty has expired.

2011-07-12, 11:16 AM	#1063
Dr.Dave Moderator Join Date: Aug 2005 Location: Winnipeg Posts: 4,718	@mufc99, that may not be the right diagnostic option. I switched from Shaw over a year ago so I can't check. I think there is a diagnostic option that shows which tuner is tuned to a channel. You can check if the problem is always on the same tuner which would confirm a hardware problem.

2011-07-12, 11:49 AM	#1064
mufc99 Join Date: Aug 2003 Location: Airdrie N of Calgary Alberta Posts: 59	In band Status ? in band tuner -2 carrier lock no pcr lock no snr 00.0db invalid Current channel status tuner 2 ch:N/A tuned frequency N/A In fact on tuner 2 all are N/A Can a tuner be bought and replaced easily, if that is the problem ?

2011-07-12, 12:26 PM	#1065
TechGuy8 Join Date: Feb 2010 Location: Cal Gary Posts: 295	mufc99, your problem may be signal related. A couple of weeks ago, I purchased a power bar with surge protection for the cable. After I passed the cable signal through it, I started getting "one moment please" on some channels and NOT all channels. The problem went away after connecting directly to my PVR without going through the power bar. You may want to book an appointment for a tech to check your wiring. But the service call is not free since you only have 2 Shaw services. You talked to Shaw about your PVR problem. I am wondering whether Shaw will replace your PVR even if you add the phone service to make you as a triple play customer.