Charter Multi-Room DVR

We no longer offer Multiroom DVR Installations however, we will continue to support existing multiroon DVR customers.

General Information

Standard Features

• Dual cable tuners and Digital Video Recorder (DVR) with multi-room support up to 3 rooms
• HDMI enabled on primary and secondary receivers
• Front Panel LED display
• Standard RF and Audio/Video outputs
• Clock display

Primary Receiver Guide

The recording of Video On Demand titles is not allowed on Multi-Room DVR units.

Your recorded content cannot be read on or transferred to another receiver or a computer. Thus, swapping out the digital receiver will result in the content being inaccessible.

Simultaneous Record and Playback

You can record two programs simultaneously on the primary DVR, while playing back up to three previously recorded programs on the three separate Multi-Room DVR receivers in your home (assuming one primary and two secondary MR-DVR receivers).

Recording Capacity

Parental Controls

With Multi-Room DVR, parental controls are unique to each receiver and can be set according to customer preferences.

Limitations

• You cannot have a primary Multi-Room DVR without a secondary receiver, and vice versa. If a you wish to return one piece of equipment, you must return all networked equipment.
• You can add up to 3  secondary receivers for each primary receiver in your  home
• The secondary receivers have the following limitations:
  • Inability to pause or rewind live TV
  • Cannot modify, delete or schedule recordings
  • No slow motion fast-forward or rewind during playback
  • Since secondary receivers cannot perform the same functions that a primary receiver can, you will see slight differences in the options that display on the interactive guides

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Troubleshooting

Primary Receivers

Unable to Record on Primary Receiver

Resolution:

1. Verify your account is Active- this can be done through your My Account
2. Is this Video On Demand (VOD) Content? VOD cannot be recorded
3. Check available recording space - click here to learn how to view available recording space
4. Are you recording an episode from a series?-check series recording settings to ensure episode type is correct
5. Power Cycle the primary receiver - Unplug the power cord from the back of the receiver, wait 15 seconds then plug the cord back in- wait until the clocks displays before turning it back on
6. Power Cycle each of your secondary receivers - Unplug the power cord from the back of the receiver, wait 15 seconds then plug the cord back in-wait until the clocks displays before turning it back on
7. Contact us if this does not resolve the issue

DVR Error Message Appears When Pressing Number Keys

One of the following error messages may display over the DVR Recordings List screen if you try to enter channel numbers 1 -7 on your remote.

• CANNOT BE DELETED
• PROGRAM CURRENTLY UNAVAILABLE
• THIS SERVICE IS UNAVAILABLE
• DVR SERVICE UNAVAILABLE
• You cannot directly tune to a channel from the DVR Recording List screen.

Pressing LAST, EXIT or Channel Up/Down on your remote will dismiss the error message, after which you may tune to the desired channel.

Note: These messages are appearing in error and do not reflect any actual problems with your DVR function. This issue should be resolved in a future Motorola Guide update. We apologize for any inconvenience.

Cannot Delete Recording

A recording cannot be deleted from the primary DVR if that recording is being played on a secondary receiver.  An attempt to delete the recording while playing on a secondary receiver will cause the "CANNOT BE DELETED" message

This also applies for bulk deletion attempts in which you are trying to delete a group of recordings via the "DVR Clean Up" function.

Once the recording has stopped playing on the secondary receiver it can be deleted from the primary receiver

Note:  Deletion of recordings is not permitted on secondary receivers, only primary receivers.

Program Reminder Does Not Appear

If you have a program reminder scheduled but the "Cannot Be Deleted" message is displaying then the Reminder Message cannot display.

Resolution:

1. Dismiss "Cannot Be Deleted" message by pressing "OK" or "Exit"
2. Reminder Message will appear as scheduled
3. Contact us if this does not resolve the issue

Secondary Receivers

Secondary Receiver Not Showing Recordings from Primary DVR

To Resolve:

1. Make sure the primary receiver is connected and powered on.
2. Turn the secondary receiver off and then on again to resolve the issue.
3. Power Cycle the secondary receiver - Unplug the power cord from the back of the receiver, wait 15 seconds then plug the cord back in-wait until the clocks displays before turning it back on
4. Wait a few minutes, try accessing your recordings
5. Power Cycle the primary receiver - Unplug the power cord from the back of the receiver, wait 15 seconds then plug the cord back in-wait until the clocks displays before turning it back on
6. Power Cycle the secondary receiver again - Unplug the power cord from the back of the receiver, wait 15 seconds then plug the cord back in-wait until the clocks displays before turning it back on
7. Wait a few minutes and try accessing your recordings again
8. Contact us if this does not resolve the issue

No "Live TV"-Secondary Receiver has DVR content but cannot see Live TV

Resolution:

1. Verify primary receiver is powered on
2. Turn the secondary receiver off and then on again
3. Power Cycle the secondary receiver - Unplug the power cord from the back of the receiver, wait 15 seconds then plug the cord   back in-wait until the clocks displays before turning it back on
4. Wait a few minutes-try viewing Live TV
5. Power Cycle the primary receiver - Unplug the power cord from the back of the receiver, wait 15 seconds then plug the cord back in-wait until the clocks displays before turning it back on
6. Power Cycle the secondary receiver again - Unplug the power cord from the back of the receiver, wait 15 seconds then plug the cord back in-wait until the clocks displays before turning it back on
7. Wait a few minutes-try viewing Live TV
8. Contact us if this does not resolve the issue

Secondary Receiver Shows Recording but Nothing Records

Programs can only be recorded from the primary DVR box.   The secondary receiver has a VCR time feature which when set will tune the receiver to a specific channel automatically.  If you have VCR equipment hooked up to the receiver you can use this function in coordination with setting up a VCR recording separately, according to the manufacturer's instructions.  If you press the record button on the remote for the secondary receiver it will activate the VCR time and show a red dot in the programming grid indicating the VCR timer has been set and not a recording to the DVR.

To use this function:

1. Press RECORD on the remote control.
2. Select the Record Icon.
3. Press the OK on the remote control.
4. Select the recording options for the VCR Timer.
5. Confirm the VCR Timer.
6. Set VCR according to the manufacturer's instructions.

To turn off this function:

Press the INFO button or the Down Arrow and select "OK" on the remote to cancel the recording and remove the on screen message display.

Playback Freezes on Secondary Receiver

If you are playing back a recorded program on a secondary receiver and the primary DVR loses power, the secondary receiver will freeze playback of that recording. After a few minutes, the secondary receiver will either return to the last tuned live channel or display a blank screen.

To Recover from a Blank Screen:

1. Make sure the primary DVR is connected and powered on.
2. Turn the secondary receiver off and then on again to resolve the issue.
3. If this does not resolve the issue please contact us.

Completed Recording Appears as a Recording In Progress

If you lose power or if there is an Emergency Alert System event while there is a recording in progress on your primary DVR, the secondary receiver may display the recording as still in progress (i.e. red dot on program info and in-progress status on the transport bar), even though the power/EAS interruption will render the recording incomplete.

Currently there is not a resolution for this issue. We apologize for any inconvenience.

NOTE: If the program is still in progress, the recording can be reset but it may only record from that point forward.

"Service Unavailable" Flickers On/Off when INFO Pressed

If your primary DVR is disconnected from your secondary receiver and you press the INFO button on your remote intermittently while tuned to a channel on the secondary receiver, the "Service Unavailable" message may flicker on and off before the Flip Bar displays.

Currently, there is not a resolution for this issue. We apologize for any inconvenience.

Secondary Receiver Incorrectly Displays Empty DVR Recordings List

If  power is lost to your primary DVR while the DVR My Recordings list is displayed on a secondary receiver and you select the "Go Back" arrow icon from the "Service Unavailable" message, you may be returned to an empty DVR My Recording list instead of the last channel tuned.

OR

If power is lost to your primary DVR while the Program Information screen is displayed on a secondary receiver and you press the LAST button on your remote during the "Service Unavailable" message, you may be returned to an empty DVR My Recordings list instead of the last channel tuned. If you press OK from the "Service Unavailable" message, you will be returned to the Program Information screen.

Resolution:

1. Press" EXIT" from the My DVR Recordings list or Program Information screen to return to the last tuned channel.
2. Your recordings will still be available by accessing the DVR My Recordings list again.
3. If this does not resolve the issue please contact us.

Recording Not Available on a Secondary Receiver

If you attempt to play a recording on a secondary receiver and the recording cannot be streamed due to unsupported bandwidth demand or if the recording has been deleted from the primary DVR, you will receive a message stating that the recording is not currently available.

Resolution:

1. Dismiss the on screen message by pressing the "Go Back" arrow icon.
2. Check the primary DVR to see if the recorded program is still available on that box. If so, try to view the   program again later.
3. If the program is no longer available on the primary DVR, then the recording was deleted from the box.
4. If this does not resolve the issue please contact us.

"Program Unavailable" on Secondary Receiver

Primary DVR has been disconnected or lost power while the program information screen is displaying on one of the secondary receivers and you attempting to playback a recording.

Resolution:

1. Check Primary DVR is powered on
2. Turn secondary receiver off and then on again
3. Contact us if this does not resolve the issue

Playback Issues While FF/REW Another Recorded Program

If you are fast forwarding or rewinding a recording on a secondary receiver and attempt to play back a second recording you may experience muted video and audio on the second recording

Resolution:

1. Exit out/stop the playback
2. Restart playback of second recording
3. Contact us if this does not resolve the issue

Flip Bar Doesn't Display When Exiting From "Service Unavailable" Message

If power is lost to the Primary DVR while the My Recordings list is displayed on the Secondary Receiver, any attempt to exit from the "Service Unavailable" message takes you to the last tuned channel but the flip bar is not displayed.

Resolution:

1. Verify primary DVR is connected and powered on
2. Press "INFO" button on remote for the secondary receiver to display Flip Bar

"Unable to Process Request" message displays when pressing STOP at End of Playback

When you play back or fast forward a DVR recording to the end of the recording it will pause as expected, but selecting the "STOP" button during this pause will exit to DVR My Recordings list with an "unable to process request message"

Resolution:

1. Press "EXIT" button to dismiss on screen message
2. To delete the recording-Return to your My Recording List
   • Select program
   • Follow prompts to delete

Note: Programs can only be deleted from the primary DVR, not the secondary receiver

"Go Back" option does not appear on the "Service Unavailable" Message

In some instances the "Service Unavailable" message may not include a "Go Back" arrow icon

Resolution:

Press the "EXIT" button

"This Service is Unavailable" error message

The secondary receiver must maintain a network connection with the primary DVR box in order for the DVR functions to be accessible from the Secondary receiver.  If the connectivity has been lost or interrupted or the DVR functions of the Primary DVR box have been disabled then the "This Service is Unavailable" on screen message will appear on the secondary receiver.

Resolution:

1. Verify Power to primary DVR
2. Verify primary DVR is On
3. Turn secondary receiver off and then on again
4. Contact us if this does not resolve the issue

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