MOXI Online DVR Manager

Charter TV Online DVR Manager allows you to schedule recordings for your MOXI DVR through the Internet anywhere you can access Charter.net.   Use the guide images to determine if you have a MOXI DVR.  If not choose a quick link to see information on Online DVR manager for other equipment types.

Note: Online DVR Manager is currently not available for Cisco/Scientific Atlantic DVR receivers.

General Information

Getting Started

To use Online DVR Manager:

1. Go to Charter.net
2. Login-If you have Charter Internet use your Charter.net email address and password. If you do not have Charter Internet login to Charter.net with your My Account username and password
3. Select TV & Video Tab
4. Click TV Listings
5. Click on a show or search for a show to record

Navigation

Search

The Search box allows you to find the schedule information for a specific movie or program via the title. This feature provides you with all the program information you need to know when scheduling a recording.

1. Type a keyword or title in the Search box
2. Click search button or hit Enter

3. Select a title based on the date, time, network, and channel information
4. Click the program title to see more information.  You can also record from this screen

TV Listing

The TV Listings tab provides you a list of available programming based on channels and times. This function allows the use of filters to assist with selecting the program you want to record.

1. Click TV Listings tab.
2. Choose the following navigation methods to select a program to record:

• Scroll through the channel grid to find programming
• Use Advanced Settings to Filter Search
• Categories to select programming based on genre
• Click the green arrows to the right or left to select a specific time frame

3. Click the program.

Schedule Recording

1. Click on a program name (through either the TV Listings grid or through Search)
2. Click Record

2. Update the fields for the following as appropriate:

• Recording Frequency
• Recording Settings

The recording(s) will be scheduled based on your selection, and the screen will change to indicate that you have scheduled recordings (a red dot will display next to the show; the listings box will turn pink; the option under the program information has changed from "Record" to "Cancel".)

If you already scheduled two recordings for a specific time slot and try to schedule additional recordings for that time slot, they will receive a screen stating "New request overlaps previously scheduled shows.  Cancel one set." and have the option to choose one of the following actions:

• Cancel A
• Cancel B
• Cancel New

Change Scheduled Recording

To change a scheduled recording:

1. Click "DVR MENU" to the right of the search box
2. Click "Scheduled to Record"

3. Choose from one of the following options:  Cancel Record; See all times; Sort by Title; DVR Menu; Close

Cancel Scheduled Recording

Recordings can be cancelled by:

1. Clicking on "DVR Menu", clicking on a show and selecting "Cancel Record"
2. Or by, clicking on a show from the TV Listings and selecting "Cancel"

Customize DVR Name

The "Settings" link allows you to make changes to your Online DVR Manager settings

1. Click "Settings"

2. Click "Change Settings"
3. Click "Edit" next to "DVR Nickname"

4. Enter new DVR Nickname and Click "Save"

Log Out

To log out of Online DVR Manager, simply click Logout at the top of the screen.

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Setup & Functionality

Setting up Your MOXI

Changing Channel Lineup:

1. Log In to Charter.net
2. Click Settings
3. Click Change Settings
4. Choose a different lineup (if available) from the dropdown

5. Click Save

Note: You must use the same zip code as your service address zip code to successfully record using Online DVR Manager. If you use a different zip code from your service address zip code you will receive an error message when trying to schedule a recording.

Customers with a combination of MOXI and Motorola

If you have both a MOXI DVR and Motorola DVR, use the "SELECT DVR" dropdown to choose the DVR box you want to manage.  Please note, the experience between MOXI and Motorola is different, but the basic options are the same in either case.

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Troubleshooting

DVR not Online

If you are unable to locate your DVR online try the following:

• Verify that scheduling works via the DVR remote control.
• If you are logged in at Charter.net logout and Login and reattempt through the web interface.
• Verify you are using your correct login and password. Charter Internet customers must use their Charter.net email address, password, and zip code. Customers who only subscribe to Charter TV must use their My Account username and password information.
• If the record features do not display, you need to change your TV Listings on the online grid.

Error Codes / Messages

Common Causes

Response code errors occur when a communication error occurs between Charter.net online scheduling and the DVR. Any of the following could cause these errors:

• Lost internet connection
• Lost Charter.net connection
• Lost communication between the DVR and Charter. net
• DVR communication failure due to connectivity or software failure.
• Incorrectly configured DVR – this will require you to contact us.

For causes 1 – 4 try scheduling the program at a later time.  If the problems persist please contact us.

400

The 400 Response Code may occur in rare cases. This occurs if an invalid character is inserted into the message sent from Online DVR manager to our server.

If the server does not recognize the message, an error occurs.

During this error, you will see "The system is having trouble processing your request, Please Try Again Later"

If you receive this message for more than 24 hours please contact us.

409

The 409 Response Code may occur when two simultaneous Remote DVR requests are sent to our server.

During this error, you will see "Your DVR is currently processing another request, please try again".

This type of error may be cleared up retrying the request.

490

The 490 Response Code is a server error.

During this error, you will see "You cannot schedule programs at this time". 

If you receive this error please contact us.

500

The 500 Response Code may occur if there is an error on our server.

During this error, you will see "The system is having trouble processing your request, Please Try Again Later". (Retry or cancel and reschedule the program)

This type of error may be cleared up by retrying the scheduling or canceling the scheduling of a program.

502/504

The 502/504 Response Code may occur if your DVR is not responding for some reason.

During this error, you will see  "Your DVR is not responding. Verify that it is connected to your cable service and a power outlet and try again".

There may be multiple reasons for the response failure:

• DVR is off
• DVR software failure
• DVR unhooked from network
• DVR is busy

To correct this issue try the following:

• Verify you DVR is turned on
• Verify the DVR has power
• Verify connections to the DVR are tight
• Try scheduling your program again

If the issue has not resolved after 24 hours please contact us.

Series

A series error occurs when you attempt to record a program as a series and the program is not part of a series.

During this error you will see "The program xxx is not part of a series".

Non series programs are typically movies or special events.

Mismatch

A mismatch error occurs when we have a discrepancy on TV Listings and our server. 

During this error, you will see "The program xxx doesn't match the schedule information on your DVR. Please try your request later".

This is a temporary situation, as TV Listings and our servers are updated simultaneously.

If the data is out of sync it will corrected that evening.

If the issue has not resolved after 24 hours please contact us.

Duplicate

When you attempt to schedule a program that has already been scheduled through your DVR, a duplicate error occurs.

During this error, you will see an informational message "The program xxx has already been scheduled to record to your DVR".

The duplicate indication is the same as in the success message except we are informing you the program is already scheduled.

This message requires no action.

Not Allowed

The Not Allowed Error occurs when you attempt to record a program that is not allowed to be recorded.

During this error, you will see "We're sorry. Pay Per View, VOD and Music Channels cannot be scheduled for recording".

The following types of programs are not allowed to be recorded:

• PPV programs.
• VOD programs.
• Special Events.
• Charter flagged as not recordable event.
• Music Channels.

Unknown

There may be rare cases when t an unknown status error may occur.

During this error, the message "The system is having trouble processing your request, please try again" will be posted.

If the issue has not resolved after 24 hours please contact us.

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