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TiVo Premiere from Charter Troubleshooting

Effective September 6, Charter will no longer sell TiVo Premiere from Charter service to customers. We are currently evaluating the integration of TiVo software and other software into our next-generation video delivery platform. Customers that own Retail TiVo equipment are not impacted with this change.  Click here for information about Charter TV packages.

Below are troubleshooting steps for the most common issues. Please follow the steps in the order listed. Please contact us for additional help.

 

General Information

Port Issues

If your TiVo box is having issues connecting to your home network, use one of the following procedures to check if required ports or IP addresses are blocked. 

  • Make sure that ports 80 and 8080 are not being blocked by your router, firewall, or Internet Service Provider (ISP).
  • Verify that the following IP addresses are not being blocked by your router, firewall or Internet Service Provider (ISP):
  • 208.73.180.0 through 208.73.183.255
  •  
  • 204.176.49.0 through 204.176.49.127
  •  
  • 206.112.115.0 through 206.112.115.255
  •  

HD TiVo boxes Only

Software version 9.4 or later has a port configuration test that checks for blocked ports.

  • Verify that the ports and IP addresses on your network are configured correctly. From TiVo Central select Messages & Settings > Settings > Network & Phone > View network diagnostics > Port configuration test.
  • If the port configuration test indicates that any ports are blocked, unblock the ports on your router or firewall.

IMPORTANT: Refer to the user manual(s) included with your network equipment or contact the equipment manufacturer for specific help and information on making changes to your home network settings. 

DVR Expander

DVR Expander is an optional accessory for the TiVo receiver which allows more recording space of programs. We do recommend the DVR expander for such use however we do not provide, sell or support the DVR expander for Charter TiVo receivers. If you have a question or issue regarding the DVR expander you can find help and troubleshooting information on http://support.tivo.com

Switch Between SD and HD Menus

To switch from TiVo Standard Definition (SD) menus to TiVo High Definition (HD) or vice versa press the TiVo button to go to TiVo Central.

  1. Select Messages & Settings
  2. Select Settings
  3. Select Displays
  4. Choose TiVo Menus
  5. Choose TiVo Menus (Widescreen) or TiVo with SD Menus (Standard Screen)

Note: To display TiVo with HD menus the TiVo receiver must have an internet connection and be connected to a TV that supports HD 720P or better resolution and has a 16:9 (widescreen) aspect ratio. The TiVo receiver will automatically display HD menus if this setup is in place during Guided Setup once the setup completes. You will need to use SD menus if your TV has a standard screen (4:3 aspect ratio) or does not have 720p or greater resolution.

Setting the Video Output Format

From TiVo Central:

  1. Go to TiVo Central
  2. Select Messages & Settings
  3. Select Settings
  4. Select Video
  5. Select Video Output Formats
  6. Check the boxes that are compatible with your TV or choose test formats and follow the oncscreen instructions.
  7. Press Thumbs Up 3 times to confirm the selection.

From the Front of the TiVo Receiver:

  1. Press the Live TV button and tune to a HD channel
  2. Press the format button on the front of the receiver to display the video output format and while the display is still visible press the button again to change the format.
    • Did this improve the HD video quality?
    • If a format is selected that is incompatible (the screen goes blank)
  3. Press the format button again to go to the next setting
  4. Tune to a Standard Definition (SD) channel and observe if the setting improves the video quality

Repeat the steps above until you find the best setting for your TV

Change Display/Guide Options

  1. To change what is displayed in the TiVo Live Guide, perform the following steps:
  2. From Live TV press the Guide button on the remote to display the TiVo Live Guide. If there is not a Guide Button, press the Live TV button twice.
  3. Press Enter, Display, or Info to display Guide options
  4. Highlight an option, and then press Left or Right arrows to change it. Options include:
    • Channels: Displays only those channels on the channel list (All, Channels you receive, or favorites) selected. The CHAN UP/DOWN button will only tune to those channels as well. Favorites require a Favorite Channel list is setup.
    • Day, Time, Style, Filtering, Choose Filter.
  5. Press Live TV to accept the changes; to cancel changes press Clear

Video Display and Audio Issues

Be sure to check the following before you begin troubleshooting:

  • Poor weather conditions and sun outages may interrupt audio or video for satellite and antenna users.
  • Electromagnetic interference can occur if the DVR is placed directly on top of an A/V receiver, speakers, or other consumer electronic device.
  • If you are experiencing a loud hum or static while listening to live or recorded programs, you may need to lower the volume on your set top box.
  • If audio is low in LiveTV and recordings, adjust the volume on your set top box.
  1. If the image is distorted or stretched, adjust your TV settings. The DVR displays video in a 4:3 aspect ratio, while widescreen TVs display a 16:9 ratio. For proper settings for TiVo Premiere from Charter, see Setting the TV aspect ratio on the Series3 or TiVo HD DVR.
  2. If you are watching live TV, refresh the audio and video by using the TiVo remote to change to a different channel and then back again. If the problem persists, turn the TV off for 10 seconds then turn it back on.
  3. You may wish to adjust your video output format to improve quality and prevent video flashing or flickering. For more information, see Setting the video output format on a Series3 or TiVo HD DVR.
  4. Check to make sure that your DVR has proper ventilation.
    • Verify there is clearance under the DVR and that all four corner supports rest evenly on a flat surface (not a towel or other uneven surface.
    • The fan vents are on the bottom of both sides of the DVR. Position the DVR to allow for side-to-side airflow.
  5. Check all connections. Make sure the cables are not excessively bent or pinched. Verify that all cables and cords are firmly in place.
    • NOTE: Most cables cannot carry a signal if you place a heavy object on them or bend them at a 90-degree angle.
  6. Check the signal strength.
    • Cable: If you have cable splitters, junctions, or coaxial wall plates installed, bypass or remove them to see if audio and video quality improves. You may want to add a signal amplifier to enhance your video quality. For best quality, add the amplifier before any installed splitters in your home. If you have digital cable, please see Troubleshooting digital cable signals on HD TiVo boxes.
  7. Restart the DVR.
    • TiVo with HD menus: Go to TiVo Central > Messages & Settings > Help > Restart the DVR.
    • TiVo with SD menus: Go to TiVo Central > Messages & Settings > Restart or Reset System > Restart the DVR.
  8. If your TV has multiple inputs, try connecting the DVR to your TV or AV Receiver using different cables (e.g., coax or composite). Tune the TV or AV Receiver to the correct input settings using the TV or AV Receiver remote control. If you are using a coax (RF) cable, make sure the TV is tuned to the same channel that the 3/4 switch on the back of the DVR is set to. If there is no improvement, change the setting of the switch and try the other channel.
  9. If your DVR is connected to a My DVR Expander, see troubleshooting for additional troubleshooting steps.
  10. If you experience audio issues, try changing your Dolby Digital settings.
    • From TiVo Central select Messages & Settings > Settings > Audio > Dolby Digital.
      tivo back panel

Audio/Sound and Video Out of Sync

  1. Try changing to another channel and then back to the channel you were watching
  2. Press the Instant Replay button on the TiVo remote control
  3. Press the TiVo button on the remote control to go to the TiVo Central screen, then press the Live TV/Swap button to return to Live TV
  4. Check the Secondary Audio Program (SAP) on the TiVo DVR
    • Go to TiVo Central
    • Messages & Settings
    • Audio
    • Alternate Audio
  5. Default Audio Program-If SAP is selected-has yellow check mark-highlight the main option and press Select
  6. Check your TV’s SAP setting- refer to your owner’s manual if necessary
  7. Check your audio and video connections ensuring they are hand tight, secure and connected correctly.
  8. Restart your TiVo receiver by going to TiVo Central, Settings & Messages, Help, Restart or Reset System, Restart TiVo
  9. Unplug the power cord from the back of the TiVo box, wait 15 seconds, then plug the power cord back into the TiVo box. It will take approximately 7 minutes for the box to fully reboot.

Audio in Wrong Language

  1. Check and correct the Default Audio Language setting
  2. Select Messages & Settings, then Settings, then Audio, then Alternate Audio and select the language desires.

No Sound Effects with Dolby Digital Audio

If your TiVo is set up with a digital audio connection to a TV or A/V receiver (HDMI or optical cable), you will not hear TiVo sound effects while watching live TV or recorded programs that include a Dolby Digital audio track, or while watching Live TV or a recorded program in the Video Window as you navigate through TiVo menus with HD if the program has a Dolby Digital Audio track. This is normal as the DVR automatically selects the Dolby Digital track, if present, to record the highest quality sound possible. To conserve memory and disk space, TiVo software does not include sound effects that are compatible with these tracks.

If you are viewing a program that does not include Dolby Digital audio track, you will hear TiVo sound effects while navigating through TiVo menus and screens.

No Audio

If this is occurring occasionally for brief periods of time and happens when you change channel this is a known issue and we are working to correct the issue.

If this is happening frequently:

  1. Verify all the connections are tight and connected correctly
  2. Verify Secondary Audio Programming is turned off on the TV or A/V receiver
  3. Unplug the power cord from the back of your TiVo for 15 seconds then reconnect. Note, it may take up to 7 minutes for your TiVo to fully restart
  4. Connect your TiVo directly to your TV removing any other components you may have connected. If you have audio now this indicates an issue with a connection cable or a piece of disconnect equipment.

You may need to replace connectors or equipment.

Can’t Hear TiVo Audio or Live TV Audio Sounds

If you can hear TiVo sounds but not live TV sounds or cannot hear any sound at all:

  1. Verify the mute button is not on
  2. Verify the volume is turned up or set to audible level
  3. Try changing settings to Dolby Audio Setting:
    • Go to TiVo Central
    • Messages & Settings
    • Settings
    • Audio
    • Dolby Digital
  4. If you have any other equipment connected between the TV and the TiVo remove these can connect your TV directly to the TiVo DVR.
  5. If you are able to hear live TV audio/sound this indicates a problem with one of your components or cables. Try connecting one piece at a time to find the problem.

Restart your TiVo box by:

  1. Go to TiVo Central
  2. Settings & Messages
  3. Help
  4. Restart or Reset System
  5. Restart TiVo Box

If you cannot do this with the remote you can do this manually by unplugging the power cord from the TiVo for 15 seconds then plug it back in to the TiVo.

Note: Once the box is unplugged it may take up to 7 minutes for the TiVo box to fully restart

Frozen Picture/Image

If your TiVo DVR is frozen on an image from live TV, a recording, or a TiVo screen, perform the following troubleshooting steps:

  1. Check your TiVo remote control. Does the red LED light at the top of the remote control flash when you press a button?
  2. Does this only occur when changing channels and only for a second or two?
    • If so, this is the digital video updating and is normal
  3. Press Pause then Play
  4. Make sure all connections are hand tight and if not hand tighten them.
  5. Restart your TiVo receiver by going to TiVo Central, Settings & Messages, Help, Restart or Reset System, Restart TiVo
  6. Unplug the power cord from the back of the TiVo box, wait 15 seconds, then plug the power cord back into the TiVo box. It will take approximately 7 minutes for the box to fully reboot.
  7. If your DVR is still frozen, or if it begins to freeze repeatedly, contact us.

Blank Screen - No Video-No Audio

If you are experiencing an issue with seeing a blank (black) screen, perform one or more of the following troubleshooting steps:

  1. Verify that your TV is set to the correct input.
  2. Check if parental controls are turned on. Press SELECT on your TiVo Digital Video Recorder (DVR) remote. If you receive a parental control password screen, enter your password to begin viewing the channel.
  3. Verify the DVR is not in Standby mode. Go to TiVo Central by pressing the TiVo button on your remote control. If you are not able to go to TiVo Central, for additional troubleshooting steps, go to My DVR powers on, but I do not see any screens.
  4. Is the channel blocked by V-Chip Technology? Press the Live TV button on your TiVo remote. If it displays V-Chip or Parental controls, you may have restricted the viewing of this channel using V-Chip technology built into your television. Check your TV manual for information about changing these settings.
  5. Change to a different channel to see if other channels are viewable.
  6. Restart the DVR. For more information, go to How do I power cycle or restart the DVR?
  7. Connect the cable directly to the TV (bypassing the DVR). If this channel is still blank, contact us.

Channels Missing In Guide

  1. Check your Guide Options to ensure that all of the channels that you receive are being displayed. Display the Guide and then press ENTER or DISPLAY as indicated on the bottom of the screen to verify your Guide options. Make sure that you are displaying "Channels you Receive" and that filters are turned off.
  2. If you cannot find a channel in the TiVo Guide, check for it on the Channel List screen.
    • From TiVo Central, select Messages & Settings > Settings > Channels > Channel List.
    • If you find the channel you are missing, place a checkmark next to it. These channels will then show in the TiVo Guide and will be searchable from the Find Programs screen.
  1. If the missing channels are not listed on the Channel List screen, you may need to select a different lineup or verify that the channel you are seeking is offered. Click here to check Channel lineup at your service address.
    • To select a different lineup from TiVo Central, select Messages & Settings; then Settings; then Channels; then Channel List.
    • On the Channel List screen, press the INFO or ENTER button (as indicated on the bottom of the screen). You will be taken to the Change Channel Lineups screen.
    • Press THUMBS DOWN three times and then press the ENTER key to proceed with that portion of Guided Setup.
    • Follow the instructions on the screens to select your correct lineup.

Still having trouble with your channel lineup and program guide information? Contact Us

TiVo Won’t Power On

  1. Verify your account is in good standing- you can do this by logging in to My Account
  2. Verify there is electrical power to the TiVo, is the power strip or wall switch turned on?
  3. Verify the TiVo box is not in standby mode-to exit Standby Mode press the Live TV or TiVo button on the TiVo remote control
  4. Did we, Charter install an amplifier in your home, if so verify it is there is electrical power to the amplifier
  5. Verify all the cords are tightly connected on the back of the TiVo and on your equipment
  6. Power cycles your TiVo by: unplug the power cord from the back of the TiVo, wait 15 seconds and then plug it back in.
    • Note: Once the box is unplugged it may take up to 7 minutes for the TiVo box to fully restart
  7. Please contact us

Manual Request to TiVo Service

Your TiVo should automatically initiate a connection to the TiVo service, but if for some reason it does not or you want to manually initiate a connection:

  1. Go to TiVo Central
  2. Messages & Settings
  3. Settings
  4. Network & Phone
  5. Connect to Service Now

Remote Controls

DVR will not respond

If your TiVo DVR is not responding to your Remote Control, perform one or more of the following steps:

  1. Check to make sure that you are using the remote control that came with your DVR. It will have a TiVo button on it.
  2. Press any button on the remote control to verify that the red light (amber light for Premiere remotes) above the TiVo button on the remote control flashes. If it does not, perform the following:
    • Check to verify the batteries are inserted correctly. Both batteries should be inserted negative end first.
    • Try removing the batteries from the remote. Wait 30 seconds and replace the batteries.
    • Try replacing the batteries with new batteries. If this is a new DVR, try a different pair of new batteries, a pair that did not come with the DVR.
  3. Power cycle your DVR by removing the power cord from the back of the DVR and waiting 30 seconds before plugging it back in and look for the TiVo start up screen.
  4. Check for obstructions that may be blocking the signal from the remote control reaching the IR sensor that is behind the front center panel of your DVR. For example, an entertainment center cabinet door may be blocking the signal from your remote reaching your DVR.
  5. Locate all remote controls for other devices and verify there is not another remote control sending an IR signal. The following are examples of other devices that might have remotes causing interference: DVD, stereo, Roomba or wireless game controller.
  6. Try resetting the remote control address so that it will control any DVR. To reset the remote control address:
    • Hold down the PAUSE and TiVo buttons for 5 seconds, until the red light (amber light for Premiere remotes) on the remote comes on.
    • Use the number buttons to enter 0. A remote control set to remote address 0 will control any DVR.
  7. Perform a global reset of the remote control. For more information, go to How Do I Perform a Global Reset for My Remote Control?
  8. Turn off your TV's backlight function.
  9. Turn off any computer monitors in the room.
  10. Flash a bright light on the front of the DVR to reset the IR receiver.

Interference from a Television

  1. While the TV is off, press the ‘Select’ button on the TiVo remote. If the DVR's yellow light flashes, the DVR understood the command. Proceed to step 2. If the DVR's yellow light did not turn on, the command was not received by the DVR. See possible causes below.
  2. While the TV is on, press the ‘Select’ button and notice if the yellow light responds. If it does, the television is not likely the cause of the issue. If the light does not appear, turn the TV off and try again. If the light appears when the television is off, but does not appear when the television is on, proceed to step 3.
  3. Do you have a plasma or LCD TV?
    • Plasma TVs placed too close to the IR Receiver of the DVR can cause issues which prevent the IR commands from being properly received by the DVR. Move the DVR away from the TV and try again.
    • Certain LCD TV backlights can cause IR interference which prevents IR commands from reaching the DVR. Some televisions have features or settings that modify the backlight levels and can create IR interference. Examples include: Energy Saving settings or auto dimming features which adjusts the backlight settings based on ambient light. Check your TV settings to see if any of these settings are active. If so, disable it or try modifying the backlight setting manually to a higher or lower level until the DVR is able to respond.
    • If the above steps did not work, it may be a hardware issue. Please Contact Us.

Remote Control Global Reset

The following procedure will reset all of the key functions on the remote, clearing the remote address, TV and A/V codes, as well as any programmable buttons.

To perform a global reset of your remote control, perform the following steps:

  1. Cover the end of the TiVo remote control with your hand.
  2. Press the TiVo button and the TV POWER button simultaneously until the red light (amber light for Premiere boxes) comes on.
    • NOTE: If you have a Premiere, Glo, or Slide remote, the light will be yellow.
  3. Press Thumbs-DOWN 3 times, followed by ENTER. The red light (amber light for Premiere boxes) on the remote should go out (if it does not, repeat this step).
    • NOTE: If the incorrect button is pressed, press Clear to start over.
  4. Remove your hand from the end of the TiVo remote control.
  5. (TiVo Slide remotes only) Pair the remote to its USB receiver. For instructions, go to Pairing the TiVo slide remote.
  6. You can now reprogram your remote. For information on programming the remote, go to How do I program my remote to control a TV/stereo?

Control Two TiVo Receivers with Separate Remotes

  1. Cover the IR window of the second TiVo box. To identify where this area is located watch your TiVo box when you push a button on your remote. An amber light will flash, indicating the area you will need to cover.
  2. Using one of the TiVo remotes, navigate to the System Information screen by pressing the TiVo button on your remote control and then selecting Messages & Settings > Account and System Information > System Information. Once at the System Information screen, scroll down by pressing the CHAN DOWN button until you see Remote Address.

system information

  1. Hold down the PAUSE and TiVo buttons for 5 seconds, until the red LED on the remote lights up.
  2. Use the number keys to enter any digit from 1-9 (1-3 on a Sony). We recommend entering a 1. The remote LED will flash, but the screen will not update.
  3. Press the RIGHT arrow to send the code to the DVR. You should see the digit you entered on the screen. You have now programmed this remote control and this TiVo box to operate on channel 1. You may want to label this remote so you remember which TiVo box it controls.
    Press the TiVo button to return to TiVo Central.
  4. Cover the IR window of the first TiVo box, and uncover the second one. Use the other TiVo remote to navigate to the System Information screen of the second TiVo box and scroll down until you see Remote Address.
  5. Hold down the PAUSE and TiVo buttons for 5 seconds, until the red LED on the remote lights up.
  6. Use the number keys to enter any digit from 1-9 (1-3 on a Sony) except the number you entered on the first DVR. We recommend entering a 2. The remote LED will flash.
  7. Press the RIGHT arrow to send the code to the TiVo box. You should see the digit on the screen. Press the TiVo button to return to TiVo Central. You may want to label this remote so you remember which TiVo box it controls.
  8. You have now programmed both TiVo boxes and both remotes to respond to a different code.

NOTE: To prevent a remote address from changing accidentally, do not leave either TiVo box on the System Information screen.

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On-Screen Messages

TiVo Service Has Been Updated

You will receive the message "TiVo Service Has Been Updated" when you have received the latest software download. You can review the latest service update by visiting www.tivo.com/mytivo/how to.

Stuck On "Welcome", "Almost there...a few minutes more"

Your DVR displays the following messages during startup:

Welcome...Powering Up
or
Almost there...a few minutes more

If either one of these messages continues to display for more than 8 minutes:

  1. Unplug the power cord from the back of your DVR, disconnect the USB network adapter or Ethernet cable. If a DVR Expander is attached to the DVR, unplug it.
  2. Wait 15 seconds. Reconnect the power cord on you DVR Expander (if applicable), then on your DVR.
  3. Once you see the 'Welcome...Powering Up' screen, wait 5 minutes for the startup process to continue.
  4. You should soon see the 'Almost there...a few minutes more' screen. Wait for at least 5 minutes for the startup process to continue.
  5. Once you see the TiVo Central screen, reconnect your USB network adapter or Ethernet cable.

NOTE: If this does not solve your issue, contact us.

Stuck On Green Screen / "Severe Error" Message

When you see a green screen with the message "Severe Error", it means the DVR is in the process of performing system checks and attempting to repair corrupted data on the hard drive. In most cases, the repairs work, and the DVR recovers from this condition without troubleshooting. However, the process can take several hours, during which the DVR will not function in other ways (for example, it will not complete scheduled recordings).

If you receive this screen for longer than 3 hours:

  1. Remove the power cord and the network adapter or Ethernet cable from the back of the DVR. If you have a DVR Expander connected to the DVR, unplug its power cord. Wait 15 seconds. Plug the DVR Expander back in (if applicable), plug in the DVR, and then reconnect the network adapter or Ethernet cable.
  2. If the DVR restarts successfully, it is ready for use. If you reconnected a DVR Expander, run diagnostics on it to make sure the DVR Expander is not causing the issue. For instructions, go to the General Performance Issues section of DVR Expander Troubleshooting.
  3. If you still see the green screen after the DVR restarts, or if you have seen the green screen several times already.

"Make a Service Connection", "Program Info is Running Low", "Program Info Has Run Out"

Normally, your DVR connects to the TiVo service automatically every 24-48 hours, and if unsuccessful, will try to connect again within 24 hours. You can manually direct the DVR to connect to the TiVo service by going to TiVo Central and selecting Messages & Settings > Settings > Phone and Network > Connect to the TiVo Service Now.

If the connection fails, see General network troubleshooting tips.

If the call succeeds, you may see one more Program Info Is Running Low message. If you see additional Program Info is Running Low messages, these should stop within 24 hours.

"Program Info is Running Low" or "Program Info Has Run Out" continues after connecting to TiVo Service

On occasion you may still get the message that your program information is running low or run out even after connecting to the TiVo service. If that happens, try restarting your TiVo box.

Organizing Program Guide Data

Full message will appear as” Organizing Program Guide Data, Pick programs to record will appear in 4-8 hours.”

This message will appear at the bottom of the Pick Programs to Record screen after Guided Setup has been completed. During Guided Setup, the TiVo downloaded program information.

The DVR is now organizing this information. Until the programming information is organized you will not be able to set up recordings, but you can watch Live TV and use Live TV features such as pause and replay, however you may see incomplete information in the TiVo Live Guide. Once your TiVo has finished organizing program information the message will disappear.

TiVo Service Interrupted

This message will display on the 31st day your TiVo fails to connect to the TiVo service. Normally your TiVo will automatically connect every 24-48 hours and if is unsuccessful will try again within 24 hours.

To manually request your TiVo to connect:

  1. Go to TiVo Central
  2. Messages & Settings
  3. Settings
  4. Network & Phone
  5. Connect to TiVo Service Now

Error Message N01: No Network Adapter

  1. Verify you have an internet connection by visiting charter.com on your desktop, laptop or mobile device on your wireless network
  2. Verify all the components are set up properly and connected: modem, router and PC
  3. Test network connection by visiting a web page on a desktop or mobile device
  4. Verify your Firewall is allowing TiVo to update
  5. Verify the network adapter is securely plugged into a USB port on the back of the TiVo box

If you have a TiVo wireless G adapter remove the adapter from the TiVo box for 15 to 60 seconds and reconnect, then force a reconnection to the TiVo service by:

  1. Go to TiVo Central
  2. Select Messages & Settings
  3. Settings
  4. Phone & Networks
  5. Connect to the TiVo Service Now
  6. Change your network settings to use a different IP address by:
  7. Go to TiVo Central
  8. Settings & Messages
  9. Network & Phone
  10. Change Network Settings

Error Message N02: Problem With Router

  1. Verify you have an internet connection by visiting charter.com on your desktop, laptop or mobile device on your wireless network
  2. Verify all the components are set up properly and connected: modem, router and PC

Force a TiVo connection by:

  1. Go to TiVo Central
  2. Select Messages & Settings
  3. Settings
  4. Phone & Networks
  5. Connect to the TiVo Service Now

Test network connection by visiting a web page on a desktop or mobile device

  1. Verify your Firewall is allowing TiVo to update
  2. If you are using a secured wireless network verify your Passkey is entered correctly. Passkeys are case sensitive.

If you have a wired connection:

  1. Check the network cable connection between your router and the TiVo to make sure nothing is loose; if so tighten the connectors
  2. Unplug the power to your router, wait 60 seconds and reconnect it
  3. Disconnect the Ethernet cable from the back of the TiVo box and then reconnect it

If you have a wireless connection:

  1. Power cycle your router by unplugging your power cord for 60 seconds then reconnects
  2. Disconnect the wireless adapter, wait 10 seconds then reconnect it
  3. Check your signal strength by:
    • Go to TiVo Central
    • Select Messages & Settings
    • Settings
    • Phone & Network
    • If the signal strength is below 50% try repositioning the adapter to increase signal strength

To Restart your TiVo box :

  1. Go to TiVo Central
  2. Settings & Messages
  3. Help
  4. Restart or Reset System
  5. Restart TiVo Box

If you cannot do this with the remote you can do this manually by unplugging the power cord from the TiVo for 15 seconds then plug it back in to the TiVo.

Note: Once the box is unplugged it may take up to 7 minutes for the TiVo box to fully restart

Error Message N03: Problem with Router

  1. Verify you have an internet connection by visiting charter.com on your desktop, laptop or mobile device on your wireless network
  2. Verify all the components are set up properly and connected: modem, router and PC
  3. Test network connection by visiting a web page on a desktop or mobile device
  4. Verify your Firewall is allowing TiVo to update
  5. If you are using a secured wireless network verify your Passkey is entered correctly. Passkeys are case sensitive.
  6. The router might be temporarily out of IP addresses, wait a few minutes then try connecting again
  7. Power cycle your router by unplugging your power cord for 60 seconds then reconnect
  8. Disconnect the wireless adapter, wait 10 seconds then reconnect it

To force a TiVo connection:

  1. Go to TiVo Central
  2. Select Messages & Settings
  3. Settings
  4. Phone & Networks
  5. Connect to the TiVo Service Now

To renew your DHCP lease on your router by in the TiVo network and phone screen:

  1. Go to TiVo Central
  2. Settings
  3. Network & Phone
  4. Change Network Settings
  5. Choose the correct option for your network setup.

Note: This last step may require changes to your home network settings and you may need to refer to your home networking equipment manufacturer for specific help and information.

Error Message N04: Problem with Router

  1. Verify you have an internet connection by visiting charter.com on your desktop, laptop or mobile device on your wireless network
  2. Verify all the components are set up properly and connected: modem, router and PC
  3. Test network connection by visiting a web page on a desktop or mobile device
  4. Verify your Firewall is allowing TiVo to update
  5. Power cycle your router by unplugging your power cord for 60 seconds then reconnect
  6. Disconnect the wireless adapter, wait 10 seconds then reconnect it

To force a TiVo connection:

  1. Go to TiVo Central
  2. Select Messages & Settings
  3. Settings
  4. Phone & Networks
  5. Connect to the TiVo Service Now

Error Message N05: Problem with Network Settings

  1. Verify you have an internet connection by visiting charter.com on your desktop, laptop or mobile device on your wireless network
  2. Verify all the components are set up properly and connected: modem, router and PC
  3. Test network connection by visiting a web page on a desktop or mobile device
  4. Verify your Firewall is allowing TiVo to update

To change your network settings to use a different IP address:

  1. Go to TiVo Central
  2. Settings & Messages
  3. Network & Phone
  4. Change Network Settings

Power cycle your network by unplugging your modem and router, wait 10 seconds and plug them back in.

A full restart may take 30-60 seconds. Once the power cycle is done force a connection to your TiVo service:

  1. Go to TiVo Central
  2. Select Messages & Settings
  3. Settings
  4. Phone & Network
  5. Connect to the TiVo Service Now

To renew DHCP lease on the router:

  1. Go to TiVo Central
  2. Settings & Messages
  3. Settings
  4. Network & Phone
  5. Change Network settings-choose the correct option for your network setup

Error Message N06: Wireless Network Not Found

  1. Verify you have an internet connection by visiting charter.com on your desktop, laptop or mobile device on your wireless network
  2. Verify all the components are set up properly and connected: modem, router and PC
  3. Test network connection by visiting a web page on a desktop or mobile device
  4. Verify your Firewall is allowing TiVo to update
  5. If you are using a secured wireless network verify your Passkey is entered correctly. Passkeys are case sensitive.

To check your signal strength:

  1. Go to TiVo Central
  2. Select Messages & Settings
  3. Settings
  4. Phone & Network

If the signal strength is below 80% reduce the distance between the wireless router and the adapter and ensure all antennas are fully extended. Other devices like phones, baby monitors, or microwaves can cause interference and may need to be relocated.

Power cycle your network by unplugging your modem and router, wait 10 seconds and plug them back in.

A full restart may take 30-60 seconds. Once the power cycle is done force a connection to your TiVo service:

  1. Go to TiVo Central
  2. Select Messages & Settings
  3. Settings
  4. Phone & Network
  5. Connect to the TiVo Service Now

Error Message N07: Problem With Router

  1. Verify you have an internet connection by visiting charter.com on your desktop, laptop or mobile device on your wireless network
  2. Verify all the components are set up properly and connected: modem, router and PC
  3. Test network connection by visiting a web page on a desktop or mobile device
  4. Verify your Firewall is allowing TiVo to update
  5. If you are using a secured wireless network verify your Passkey is entered correctly. Passkeys are case sensitive.

If you have a wired connection:

  1. Check the network cable connection between your router and the TiVo to make sure nothing is loose; if so tighten the connectors
  2. Unplug the power to your router, wait 60 seconds and reconnect it
  3. Disconnect the Ethernet cable from the back of the TiVo box and then reconnect it

If you have a wireless connection:

  1. Power cycle your router by unplugging your power cord for 60 seconds then reconnect
  2. Disconnect the wireless adapter, wait 10 seconds then reconnect it

To check your signal strength:

  1. Go to TiVo Central
  2. Select Messages & Settings
  3. Settings
  4. Phone & Network

If the signal strength is below 50% try repositioning the adapter to increase signal strength.

Power cycle your network by unplugging your modem and router, wait 10 seconds and plug them back in.

A full restart may take 30-60 seconds. Once the power cycle is done force a connection to your TiVo service:

  1. Go to TiVo Central
  2. Select Messages & Settings
  3. Settings
  4. Phone & Network
  5. Connect to the TiVo Service Now

Failed Connections

If you are unable to connect to your TiVo service or received a failed connection message:

  1. Ensure your modem and router are plugged in and all indicator lights are on
  2. Ensure your Ethernet cable is securely plugged in between the modem and router
  3. Check to make sure all the connections are tight and securely plugged into the TiVo receiver, including your wireless adapter if applicable and any additional equipment connections are secured.
  4. Power cycle your modem and router- unplug your modem and router, wait 10 seconds then plug them back in- it may take 30-60 seconds for your equipment to fully restart
  5. Test your internet connection by accessing a web page or connect to an online service by using yoru home computer or mobile device to connect to their internet- if you do not have an internet connection the problem may not be with TiVo-See Internet Troubleshooting Quick Link above.
  6. Press the TiVo button on your TiVo remote to go to TiVo Central
    1. Select Settings & Messages
    2. Select Settings
    3. Select Network and Phone
    4. View Network Diagnostics
    5. Select Test Internet Connection
    6. Test completes with no network error message
  7. Are you using a Wireless G Adapter connection with your TiVo? Check the wireless adapter signal strength.
    1. Press TiVo button on your TiVo remote to access TiVo Central
    2. Select Settings & Messages
    3. Select Settings
    4. Select Network & Phone- If wireless adapter shows less than 80% signal strength reduce, try reducing the distance between the wireless router and the adapter and ensure all antennas are fully extended. Other devices such as phones, baby monitors or microwaves can cause interference and a device may be needed to be relocated. In extreme cases when the wireless signal is completely blocked a wired Ethernet connection may be required.
    5. You may need to reconfigure your network settings on the TiVo receiver especially if you have updated your wireless network name, password or IP address if you installed a new modem or router.

When you finish reconfiguring your settings:

  1. Press the TiVo button on your TiVo remote to go to TiVo Central
  2. Select Settings & Messages
  3. Select Help
  4. Select Restart or Reset System- Restart TiVo receiver-if you are unable to restart your TiVo from the menu unplug the power cord from the back of the receiver, wait 15 seconds and plug the cord back into the TiVo receiver. It may take up to 7 minutes for the TiVo box to fully restart

Test your internet connection on your TiVo:

  1. Press the TiVo button on your remote to go to TiVo Central
  2. Select Settings & Messages
  3. Select Settings
  4. Select Network & Phone
  5. Select View Network Diagnostics
  6. Select Test Internet Connection

Playback/Recording Issues

Bars/Borders around Picture

Bars/borders may be added by the broadcaster, the TiVo Premiere, or the TV. Try the following steps to determine the source of the bars/borders:

  • Set the TiVo Premiere's Letterbox Color to gray via 'Messages & Settings'; select 'Settings', then 'Video', then ' Letterbox Color'. This will help determine the source of the bars since most broadcasters add black bars
  • Make sure the TV Aspect Ratio is set correctly via 'Messages & Settings'; select 'Settings'; then 'Video'; then 'TV Aspect Ratio'.
  • Use the ZOOM button on the TiVo remote to find an Aspect Correction mode that minimizes the bars.
  • Check the TV's owner's manual for information on how it may be adding letterbox or bars to the picture.
  • If bars remain around the picture it may be the way the program is being broadcasted.

If the above steps do not resolve the issue please contact us.

TiVo Powers On - Can’t See TiVo Screens

  • Confirm the TiVo is powered on by checking to see if there is a green LED light or noise from the disk or fan.
  • Confirm power is connected to the TV and the TV is turned on.
  • Press the TiVo button on the remote control to make sure the TiVo not in Standby mode.
  • Verify there is a video cable (a coax, composite, s-video cable, component or HDMI) connected from the TiVo DVR output to the TV input and if not, connect the appropriate cable.
  • Is the video signal passing through a VCR, DVD recorder, or A/V receiver?
  • Try turning the power on, or off, depending on the device.
  • Check the input setting on the VCR, DVD, or A/V receiver. Most of these devices have an input button that says TV/Video, Input, or Source. It may be on the device itself or on the remote control; look at the device and its remote and try to change the input. NOTE: Sometimes VCR input selections are listed as 0 or 1. If there is no input button, try changing the VCR channel to 0 or 1.
  • Check the input setting on the TV by looking at the TV and TV remote and changing the input for the TV. Whenever you change the input settings on the TV, recheck the input settings on the VCR, DVD, or A/V receiver if you have one connected. NOTE: Most TV's have an input button that says TV/Video, Input, or Source either on the TV or on the TV's remote control; other TVs have an Input channel on 0, 1, or 2.
  • If you are using a coax (RF) cable to connect the TiVo to the TV; make sure the TV is set to the same channel (3 or 4) that the switch on the back of the TiVo is set to.
  • Unplug the power cord from the back of the TiVo box, wait 15 seconds, then plug the power cord back into the TiVo box. You should see the startup screens as the TiVo restarts. It will take approximately 7 minutes for the box to fully reboot. If you do not see any startup screens, check the wiring again.
  • Check behind ALL TV and cable equipment (TiVo 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.
  • Try different types of cables (coax, composite, s-video, component, or HDMI), if available. NOTE: If you change the cables to a different type, you may need to adjust the input settings on the TV as well as any devices the TiVo DVR's video output passes through.
  • Remove all other components from the system (VCR, A/V receiver, etc.) and connect the TiVo DVR directly to the TV.NOTE: If you can now see TiVo screens, now connect each component one at a time and adjust the settings of each device to make sure you can still see the TiVo screens.

Blank/Black Screen with No Video/Text

  • Verify the TV is set to the correct input, if it is not, correct the TV's input setting. NOTE: Most TV's have an input button that says TV/Video, Input, or Source either on the TV or on the TV's remote control; other TVs have an Input channel on 0, 1, or 2.
  • Check if parental controls are turned on by pressing 'SELECT' on the TiVo remote. If you receive a parental control password screen, enter your password to begin viewing the channel.
  • Verify the TiVo is not in Standby mode by pressing the TiVo button on the remote control and going to the TiVo Central screen.
  • Unplug the power cord from the back of the TiVo box, wait 15 seconds, then plug the power cord back into the TiVo box. It will take approximately 7 minutes for the box to fully reboot.

WishList Won’t Record

  1. If your My WishList Programs will not Record:
  2. Verify the TiVo was powered on during the time the program was suppose to record

To verify the Auto-recording is turned on:

  1. Go to TiVo Central
  2. Find TV, Movies & Video
  3. Wishlist Saved Searches

If the WishList is marked with a with star inside a white circle on a blue background it will automatically record. If turned off the WishList is unable to record programs while you are away and you will need to select Auto-record WishList Programs:

  1. Verify and confirm your recording options to ensure there isn’t something set that is preventing a program(s) from recording:
    • Go to TiVo Central
    • Find TV, Movies, & Videos
    • WishList Saved Searches
    • Set the desired recording options for how long to keep it, which types to record ( first run only, repeat and first run etc) and start/stop recording times
  2. Check your upcoming recordings:
    • Go to TiVo Central
    • Find TV, Movies & Videos
    • WishList Saved Searches
    • Select View all upcoming WishList programs to see all upcoming episodes/programs or select View upcoming programs for upcoming episodes/programs of an individual WishList
  3. Verify there is not a conflict with WishList and Season Pass:
    • Go to TiVo Central
    • Manage Recordings and Downloads
    • To Do List- anything marked with an * next to the time is in conflict with another scheduled recording. The reason for the conflict will display at the bottom of the screen when the program is selected.
  4. If there is a conflict you will need to resolve the conflict:
    • Cancel the recording of one program and record another
    • Record the new program at a different time
    • Select to clip the previously scheduled program if the option is given
    • Create a manual recording

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