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MOXI DVR Troubleshooting

Listed below are basic troubleshooting steps for our MOXI DVR's. 

Please follow the troubleshooting steps in the order they are presented for each symptom. If you need additional assistance or the recommendations do not resolve your issues please contact us.

Recording Issues

View Disk Space

Select Recording Space in the Options card in Recorded TV. You can also find the information using the Storage Info option in Settings.

View disk space

Note: The MOXI application automatically manages space by deleting expired shows so you don't have to. Unless you set too many shows to the Keep Until I Delete option, your MOXI system will never run out of space.

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.

All Programs

  1. Login and verify active service through your My Account
  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 receiver. Click here for instructions
  4. Power cycle the receiver by pressing and holding the reset button located on the front of the MOXI receiver

Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the receiver.

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. 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
  4. Send a refresh signal to your receiver. Click here for instructions
  5. Power cycle the receiver by pressing and holding the reset button located on the front of the MOXI receiver

Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver.

Automatic Deletion

  1. The following could be reasons why recorded programs are automatically deleting from your DVR receiver:
    • 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 receiver by pressing and holding the reset button located on the front of the MOXI receiver.

Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver.

To learn more on managing your scheduled recordings click here

Can't Delete Recordings

  1. Send a refresh signal to your receiver. Click here for instructions
  2. Power cycle the receiver by pressing and holding the reset button located on the front of the MOXI receiver.

Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver.

Scheduled Recordings Not Working/Disappeared

  1. The following could be reasons why scheduled recordings are not working/disappearing from your DVR receiver:
    • 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. Try rescheduling the your recordings:

Record a Title

    1. Locate the title using the programming guide.
    2. Press REC or OK on the remote control.
    3. Using the Up and Down arrows, select Record Once.
    4. Once the recording has been established, the title will be listed with a Blue Circle on the program card.

To Record

Setup a Series Recording

    1. Locate the title using the programming guide.
    2. Press REC or OK on the remote control.
    3. Using the Up and Down arrows, select Record Series.
    4. Once the recording has been established, the title will be listed with a Blue Circle on the program card.

To Record

Note: Series recordings are established for that channel only. Customers requesting to setup a series record for a title on multiple channels must setup a series recording for each channel.

  1. Power cycle the receiver by pressing and holding the reset button located on the front of the MOXI receiver.

Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver.

To learn more on managing your scheduled recordings click here.

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 receiver by pressing and holding the reset button located on the front of the MOXI receiver.
    • Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver
  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.

Online DVR Manager Access/Recording Issues

Access

Note: Access to Online DVR Manager requires active internet service through Charter and a valid Charter.net login ID.

  1. Access Charter.net and selected "TV Listings" from the "TV & Video" menu

TV Listings

  1. Login with your Charter.net User Name, Password and Service Address Zip Code

registered user

  1. Once logged in you will have access to local TV listings for your area. The DVR Menu is located in the top right corner above the TV Listings grid where you can change your settings

DVR Menu
DVR Menu

Recording Issues

If you are experiencing issues with Online DVR Manager try these troubleshooting steps.

  1. Verify the DVR is plugged in and powered on
  2. Verify all connections are hand-tight
  3. Verify the program you are trying to record is not already scheduled for recording
  4. Verify you are not trying to record Pay Per View, VOD or Music channels
  5. Use the MOXI remote Control to schedule something to record; then, on Charter.net logout and login. Re-attempt to schedule something to record through the web interface
  6. Re-try the scheduling through the web interface at a future time
  7. If you are experiencing these issues for more than 24 hours contact us

Error Messages

 rEc display

  1. Press the MOXI MOXIbutton and then press the BACK BACK button.
  2. Power cycle the receiver by pressing and holding the reset button located on the front of the MOXI receiver.
    • Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver

Unrecoverable Write Error / Hard Disk Error

If you receive this error you will need to contact us.

DVR Services Not Available/DVR Not Enabled

  1. Login and verify active service through your My Account
  2. Send a refresh signal to your receiver. Click here for instructions
  3. Power cycle the receiver by pressing and holding the reset button located on the front of the MOXI receiver.
    • Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver

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 (receiver, 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 receiver. Click here for instructions
  3. Power cycle the receiver by pressing and holding the reset button located on the front of the MOXI receiver.
    • Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver

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.

Playback Issues

All Channels

  1. Send a refresh signal to your receiver. Click here for instructions
  2. Power cycle the receiver by pressing and holding the reset button located on the front of the MOXI receiver.
    • Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver

Some Channels

  1. Try to record a few moments of a new program. This may be an issue with the broadcast.
  2. Send a refresh signal to your receiver. Click here for instructions
  3. Power cycle the receiver by pressing and holding the reset button located on the front of the MOXI receiver.
    • Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver

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

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 receiver BEHIND the TV so that it is recessed; if the TV is wall-mounted, move the HD or HD/DVR receiver as far to the RIGHT as possible. The re-positioning of the receiver 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 receiver:
    • 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/Green 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

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.)

MOXI Receiver Keeps Resetting Itself

  1. If the receiver is too hot to touch and/or giving off a burning smell, make sure there is adequate ventilation around the receiver; any obstructions or hindrances to the receiver should be removed (this may require moving the receiver to an alternate location)
  2. If the receiver is running hot, power off the receiver and let it cool down, clear obstructions and relocate if necessary then power the receiver on again.
  3. Send a refresh signal to your receiver. Click here for instructions
  4. Power cycle the receiver by pressing and holding the reset button located on the front of the MOXI receiver.
    • NOTE: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver

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/Cable receiver power cords are plugged into the back of the TV/Cable receiver and verify the receiver is hooked up correctly
  4. Try turning on the TV/Cable receiver 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 receiver. Click here for instructions
  7. Power cycle the receiver by pressing and holding the reset button located on the front of the MOXI receiver.
    • Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver

Can't Pause or Rewind Live TV

  1. Power OFF the cable box by pressing 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 Disk Space
  3. Send a refresh signal to your receiver. Click here for instructions
  4. Power cycle the receiver by pressing and holding the reset button located on the front of the MOXI receiver.
    • Note: This button could be named Reset or Power but it is always located at the bottom right corner of the front of the cable receiver

External Hard Drive (EHD) Issue

  1. Verify that the MOXI is running 4.1.94 or higher.
  2. Verify that the EHD card appears in Settings on the MOXI
  3. Verify that the drive meets the minimum specifications.
    • Interface: USB 2.0
    • Minimum Rotational Speed: 7,200 RPM
    • Minimum Buffer Size: 8MB
  4. Verify that the drive has power applied and is not on a switched outlet.
  5. Verify that the drive is securely connected to a rear USB port and to the EHD.
    • Note: If the EHD is connected to one of the USB 1.1 ports on the front panel, plug it into one of the rear USB 2.0 ports. A reboot of the MOXI may be necessary.
  6. Verify that only 1 EHD is plugged into the MOXI at a time. (Multiple EHDs cannot be connected to your MOXI at the same time)
  7. Remove power from the EHD and MOXI. Re-apply power to the EHD, and then re-apply power to your MOXI.  Verify operation after the MOXI boots up.

Moxi Receiver Feels Hot

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

If the receiver is running hot, power off the receiver and let it cool down, clear obstructions and relocate if necessary then power the receiver on again.

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