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Scientific Atlanta DVR Troubleshooting

Listed below are basic troubleshooting step for our Scientific Atlanta/Cisco Brand DVR's.  

Can't Record

All Programs

  1. Login to your my Account and verifyyour services are active.
  2. Check to make sure the memory on the DVR is not full. If the DVR memory is full you may need to delete some of your already recorded programs. View Disc Space
  3. Send a refresh signal to your digital set-top box. Click here for instructions
  4. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box.

Some Programs

  1. Login and verify active service through your My Account
  2. Access your record menu and check to make sure the program you were attempting to record did not have specific recording options that were in conflict.
    • Series recordings (Only New Episodes, New and Repeats), too many shows scheduled to record, same episode is already recorded, etc…
  3. Send a refresh signal to your digital set-top box. Click here for instructions
  4. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box.

Video On Demand-VOD channel

Video On Demand program recording is not allowed.  You can only watch a Video on Demand program during the rental period for the program.

Daily News and Game Shows Will No Longer Record Via Series Recording

Programs that do not provide specific data such as daily news shows and games shows may stop recording when set up as a series recording if you cancel a single episode of the series or cancel a program of the series that is in progress of being recorded.

If this happens:

  1. Delete the current series recording
  2. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box.
  3. Set up a new series recording for the desired news program/game show.
  4. In the DVR menu, check under Future Recordings to see if the program now shows as scheduled to record for future dates.

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Playback Issues

All Channels

  1. Send a refresh signal to your digital set-top box. Click here for instructions
  2. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box

Some Channels

  1. Try and record a few moments of a new program.  This may be an issue with the broadcast.
  2. Send a refresh signal to your digital set-top box. Click here for instructions
  3. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box

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Disk Space

View Disk Space

Within the DVR Recordings List list button

  • Press A to open the Saved Shows options.
  • Use the Up or Down directional button arrow to highlight View Disk Info.

view disk info

  • Press Select or OK ok select. The Saved Shows Information will display. This information will show the amount of disk space in use.

saved show info

Press C C button to return to the Saved Shows list.

Automatic Deletion

  1. The following could be reasons why recorded programs are automatically deleting from your DVR digital set-top box:
    • The DVR memory is full and cannot record any additional scheduled programs without first freeing up disc space. View Disc Space
    • The program SAVE setting is marked as Save Until Space is needed or something similar
    • The DVR may have an episode limit default for each series recording that is set too low
  2. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box.

To learn more on managing your scheduled recordings click here

Scheduled Recordings Not Working/Disappeared

  1. The following could be reasons why scheduled recordings are not working/disappearing from  your DVR digital set-top box:
    • The DVR memory is full and cannot record any additional scheduled programs without first freeing up disc space. View Disc Space
    • The program SAVE setting is marked as Save Until Space is needed or something similar
    • The DVR may have an episode limit default for each series recording that is set too low
  2. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box.

To learn more on managing your scheduled recordings click here.

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Can't Delete Recordings

Specific/Individual Programs

  1. Send a refresh signal to your digital set-top box. Click here for instructions
  2. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box.

All Programs

Following these steps will delete ALL previously recorded programs and will not be able to be recovered. Any future or series recordings scheduled may be deleted and will need to be reset/rescheduled. Other settings such as favorites or parental controls may also be deleted and need to be reset

  1. Press the CBL  button on the remote and power off the digital set-top box (the TV should remain powered on)
  2. Press the OK, SELECT or MENU  button on the remote to bring up the diagnostics screen.
  3. Select Option 1, then use the remote for the following sequence (Needs to be completed within 5 seconds)
    • Press REPLAY  once
    • Press MY DVR  3 times
    • Press LIVE  once
  4. CLR should now display on the digital set-top boxes LED screen which indicates the hard drive has been cleared of all programming
  5. Press OK, SELECT, MENU, or EXIT to exit from the diagnostics screen and then press CBL and POWER to turn the digital set-top box back on

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Understanding Error Codes & Messages

 rEc display

  1. Press the CBL cable button on the remote and then press the EXIT exit button.
  2. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box.

Unrecoverable Write Error / Hard Disk Drive Error

  1. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box.
  2. You can try the following to reformat the hard drive. 

Following these steps will delete ALL previously recorded programs and will not be able to be recovered. Any future or series recordings scheduled may be deleted and will need to be reset/rescheduled. Other settings such as favorites or parental controls may also be deleted and need to be reset.

Perform the following to reformat the hard drive:

  1. Press the CBL cable button on the remote control
  2. Power off the DVR digital set-top box
  3. Press and hold the Pause pause button on the remote control until the message indicator (MAIL LIGHT) flashes
  4. Press the PAGE DOWN page downbutton one time
  5. Press the LIST or MY DVR MY DVR button three times(display will show HDD1, HDD2, and HDD3)

Display will then show HDDF, wait a few moments (no longer than 2 minutes) and the DVR will reboot

After the reboot is complete turn on the power to the DVR and wait for the time to display. The DVR hard drive will be reformatted and ready to access a channel, "List", and recording options and you can now reset your parental controls, favorites and scheduled recordings.

DVR Services Not Available/DVR Not Enabled

  1. Login and verify active service through your My Account
  2. Send a refresh signal to your digital set-top box. Click here for instructions
  3. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box.

Missing Functionality

If you are missing functionality or only part of your DVR features are working try the following:

  1. Check behind all the TV and cable equipment (digital set-top box, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors. All loose connectors should be hand-tight and damaged connectors replaced.
  2. Send a refresh signal to your digital set-top box. Click here for instructions
  3. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box.

Can't Fast Forward NBC or ABC On Demand Content

VOD content located under the NBC or ABC On Demand does not have the ability to fast forward through the content.  All other content under VOD has the ability to fast forward through the program.

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Cannot Change Channels Via Remote on HDTV with an HD or HD DVR

Verify you are pressing the proper device button on your remote control for the device you are trying to control (TV, Cable Box, VCR, etc.)

This issue can be caused in some of the newer HD TVs because the infrared coming out of the plasma/LED interferes with the infrared coming out of other devices. Try these steps to fix the issue

  1. If the TV is set up on a table, position the HD or HD/DVR digital set-top box BEHIND the TV so that it is recessed; if the TV is wall-mounted, move the HD or HD/DVR digital set-top box as far to the RIGHT as possible. The re-positioning of the digital set-top box in each of these scenarios should help reduce the interference
  2. Some HDTVs have a setting called Active Control; if the your TV has this setting try changing it to reduce the interference
  3. Reduce or dim the TV's brightness to a lower level
  4. Place one of the following over/around/above the IR sensor on the HD or HD/DVR digital set-top box:
    • Beige colored tape
    • Film negatives
    • Sunglass lenses
    • Cardboard visor
  5. If the lights in the room have a dimmer switch, adjust the room lighting to a lower setting
  6. Try using an RF (Radio Frequency) Remote Control system

Black/Blue or Snowy Screen

Click here if you are seeing a Black, Blue or Green screen on your Television

Click here if you are seeing a Snowy screen on your Television

If this is a non high Definition Television-try the following:

Simultaneously hold down the "Live TV" and "OK" button on the front of the digital set-top box (not on the remote control).  Use the channel up/down to change the video format until the picture returns.

Missing Channel(s)

Click here if you are missing channels (All Channels, Basic/Expanded, High Definition, etc.)

Interactive Guide Problems

Click here if you are experiencing problems with your interactive guide (No Guide displays, Incorrect information, Channels missing from Guide, etc.)

Closed Caption

Click here for instructions on activating/deactivation closed captioning.

Equipment Does Not Turn On

  1. If you have an amplifier verify power to the amplifier
  2. Check to make sure the power source is working (outlet, power strip etc…) and the equipment is plugged in
  3. Verify the TV/Digital set-top box power cords are plugged into the back of the TV/Digital set-top box and verify the digital set-top box is hooked up correctly
  4. Try turning on the TV/Digital set-top box manually without using a remote control
  5. Check whether the electrical outlet is controlled by a light switch, a power strip with a switch or circuit breaker is being used.  Make sure the switch is turned on or the breaker is reset
  6. Send a refresh signal to your digital set-top box. Click here for instructions
  7. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receive

Can't Pause or Rewind Live TV

  1. Power OFF the cable box by pressing the CBL button and then the POWER button on the remote control. Wait a few seconds, then press the POWER button again to turn the box back on.
  2. Check to make sure the memory on the DVR is not full. If the DVR memory is full you may need to delete some of your already recorded programs. View Disc Space
  3. Send a refresh signal to your digital set-top box. Click here for instructions
  4. Power cycle the digital set-top box by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the digital set-top box

Digital Set-top Box Feels Hot

It is normal for some heat to generate from a digital set-top box, however if the digital set-top box is too hot to touch and/or giving off a burning smell this is not normal.   Make sure there is adequate ventilation around the digital set-top box; any obstructions or hindrances to the digital set-top box should be removed (this may require moving the digital set-top box to an alternate location).

If the digital set-top box is running hot power off the digital set-top box and let it cool down, clear obstructions and relocate if necessary then power the digital set-top box on again.

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