TiVo Community Forums Archives - Software not being updated

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Software not being updated
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Posted by: wluke

Hi,

I've done lots of Daily Calls on my TiVo to download the new software (I'm still on 1.5.0-000). The call connects, does the housekeeping, and says Succeeded - but no software update.

I'm hoping that 1.5.1-000 will fix the problem I'm having with my OD Nokia box and the IR Transmitter. TiVo CS say I should keep trying to download it - well, 4 more tries later I still haven't got it.

Any suggestions? Or is it back to Dixons for a replacement?

Thanks

Will

Posted by: TivoUK

Well, I have tried to make my normal daily call 4 times today and each time it has failed. I get a message that the call is connecting, then something about there is no answer.

Could be a problem at their end??

Posted by: wluke

Hmm could be. According to them (and btw, it's connecting, answering, and doing everything else as it should do), I should wait "a few days and let it do it at it's own pace."

Quite funny really - he almost made it out to sound like the TiVo had *feelings* http://www.avsforum.com/ubbtivo/smile.gif

Anyway, it's a waiting game apparently. But I'm pretty sure my box is faulty - why else wouldn't it download an available update for the software?

Will

Posted by: denzildexter

Have you rebooted by pulling the plug ?

Posted by: TiVo Tom

quote:
Originally posted by denzildexter:
Have you rebooted by pulling the plug ?

And why would you do that?

Posted by: zAndy1

Hi,
Same problem here, rang through to sort out my subscription this morning, told it was activated. Forced the daily call a few hours later and no software update. Rang customer service and they checked the subscription looked ok and it did, it's a mystery to me. Guess I'll leave it a few days and see what happens. If anyone gets an answer to this I'd be pleased to hear about it!

Cheers
Andy

Posted by: xneilj

Does the machine show pending restart in the status (not sure exactly where!) After an update is downloaded it doesn't get activated until the machine is restarted. Pulling the plug is one way and although it's apparntly safe to do this I prefer going throught the settings menu and choosing the restart the system option. After the restart status should (hopefully) show the updated software level.

Neil

Posted by: wluke

No. It does the housekeeping, dials, connects, downloads new messages (none), and disconnects. And says "succeeded."

I can't see why waiting a few days is going to make any difference, really. But I'm up for trying it. It's irritating not knowing what the problem is and not being able to fix it.

Will

Posted by: kmusgrave

quote:
Originally posted by TiVo Tom:

quote:
Originally posted by denzildexter:
Have you rebooted by pulling the plug ?

And why would you do that?

err.. because TIVO is a computer, and sometimes a reboot fixes problems. Actually I had to do that to get mine to do its setup call properly.

Kevin

Posted by: Nick Mooney

Hrm. Perhaps TiVo UK doesn't want to pay a peak rate phone charges to upgrade the software as it often takes longer than 40 or 50 minutes.

I updated mine at 3 or 4 in the morning and it got it first time.

Try doing it off-peak, or after 9pm or something?

Posted by: denzildexter

quote:
Originally posted by Nick Mooney:
Hrm. Perhaps TiVo UK doesn't want to pay a peak rate phone charges to upgrade the software as it often takes longer than 40 or 50 minutes.

I updated mine at 3 or 4 in the morning and it got it first time.

Try doing it off-peak, or after 9pm or something?

All calls made by the TiVo are made to a freephone number.

Posted by: denzildexter

Correction http://www.uk.tivo.com/how.html

Says:
Purchase a TiVo recorder and sign up to receive the TiVo Service. The TiVo Service works by automatically making a brief, daily free phone call to get the up-to-date information needed to enable exclusive TiVo functionality as well as collect two weeks worth of programme information.

But I just phoned the helpline and it's a non geographic number so local rate, so thats a bit naughty considering we are paying UKP 10 per month for service and all the website says it's free.

Posted by: Nick Mooney

denzildexter: I never said WE paid for the calls, TiVo does. Which is why I was a bit iffy about them paying for a 40 or 50 minute+ call in the daytime.

Erm, your daily call charge thing... it's impossible. I had call barring on my phone at that time so it would have been impossible for BT to connect the call made by my TiVo box unless it was free. Don't believe me? Turn Charge Advice on (#411# or *411*, I think) and if you get told the price of the call then you got charged.

So: It's free.

Posted by: stitches

>But I just phoned the helpline and it's a non geographic number so local

I thought the same originally. I was having problems connecting to the service and they gave me an 0845 088 xxxx number (to put in the dial prefix field) which I was told was the ONLY number to connect to TiVo. I told them that it was not a freephone number and was told it was!

I've since deleted that number and the modem now connects onto a freephone number.

------------------
brian

Posted by: Marshy

OK, I've said this elsewhere, but it looks like it should be said here.

0845 0885336 (I think that's it) is a local rate number, as double checked with friendly contact in BT.

It's UUNET's normal ISP dial-up number.

The TiVos *seem* to ship with an 0800 number built in, which is free. Thinking about this logically, as someone who used to work for UUNET, that 0800 number probably ONLY hands out IP address space which will ONLY get to the TiVo servers (and back again). It'll probably only hand those IP addresses out to valid TiVo logins. Standard intranet/extranet stuff.

That 0800 number seemed to be largely engaged over the weekend. Given that it's probably a TiVo specific 0800 number, there's probably very few *real* lines going into it.

So, add a call prefix of 0845 088 5336, and the effect is that your box dials 0845 088 5336 and gets connected, and just as the modem is answering and warbling away, the 0800 xxx xxxx digits just get dialled harmlessly away. The fact that you're dialling into the usual UUNET access number doesn't matter, aside from the fact that you're paying for the call.

Whoever is telling you that 0845 088 5336 is the only number, and is free, is wrong.

Posted by: TiVo_Ted

I thought I should jump in and clear a few things up.

1. The TiVo comes hard-wired with an 0800 freephone number. For most customers, you should never have to change this. We are looking into load issues with this number and certain exchanges that BT is having problems with. If you use the 0845 number, it will work, but it is a toll charge. I believe that customer support is giving this number out as a temporary work around for some of these load issues. I will look into this, as we do not want any of our customers to incur telephone charges.

2. Once you call to subscribe to the TiVo service, it can take up to 24 hours for the activation to flow through the entire system and out to the edge servers on the TiVo network. During this period, customer support will see it as activated, but the system will still report "New" at the bottom of System Information. Once this changes from "New" to "Lifetime" or "Account in Good Standing", you will be able to receive software updates. It has nothing to do with the time of day that you connect.

3. After downloading the update, the system will report "Pending Restart" until the morning after it has downloaded an update. At that time it will restart itself and automatically update the software. Software updates are ONLY downloaded during a normal, Daily Call. They are not downloaded during a setup call or a Test Call. Since most receivers do not schedule a daily call until 36 hours after setup, this means that it can take up to 72 hours (or even more) before you see 1.5.1. Forcing a daily call after the subscription reports "Lifetime" and restarting the system after it reports "Pending Restart" is the fastest way to get to the current release.

p.s. - Restarting the system from the Factory Settings menu is safer than yanking the plug. Arcing power can blow the fuse in the power cord.

Posted by: Nick Mooney

quote:
Originally posted by TiVo_Ted:
2. Once you call to subscribe to the TiVo service, it can take up to 24 hours for the activation to flow through the entire system and out to the edge servers on the TiVo network. During this period, customer support will see it as activated, but the system will still report "New" at the bottom of System Information. Once this changes from "New" to "Lifetime" or "Account in Good Standing", you will be able to receive software updates. It has nothing to do with the time of day that you connect.

Hrm. At about 2 or 3 in the morning when I plugged my TiVo in and it did its stuff it updated to 1.5.1 when I forced the daily call. A day or two later I gave TiVo my credit card details. TiVo downloaded the new software long before I had subscribed to their services.

Posted by: Gonker

TivoTed,

I have joined with lifetime subscription, received a letter from yourselves thanking me, my Tivo is dialling in on a daily basis, I'm on 1.5.1, but I am still at "New" status?????

G.

Posted by: TivoMad

I received a replacement TiVo today since my first one had the RGB problem. The first TiVo updated to 1.5.1 the first time I forced a call (I have not yet subscribed). The new TiVo refuses to download the new software. Has this process changed ? Do you now have to subscribe first ?
This is annoying since the 1.5.0 software does not switch the TV to widescreen properly and you have to re-boot to get the RGB working.

Also, now seeing a lot of failed calls.

Regards ......

Posted by: TiVo Tom

quote:
Originally posted by kmusgrave:
err.. because TIVO is a computer, and sometimes a reboot fixes problems. Actually I had to do that to get mine to do its setup call properly.

So why don't you use the handy "restart" option...?

Posted by: kmusgrave

quote:
Originally posted by TiVo Tom:
So why don't you use the handy "restart" option...?

1. Because I only came across it later.

2. When I thought the box had crashed (it said "please wait" fo far too long, IMHO - I now know it sometimes says that for several minutes) I thought the only way to reboot was to pull the plug - as it has no power switch.

Kevin

Posted by: wluke

quote:
Originally posted by TivoMad:
The new TiVo refuses to download the new software. Has this process changed ? Do you now have to subscribe first ?
This is annoying since the 1.5.0 software does not switch the TV to widescreen properly and you have to re-boot to get the RGB working.

I spoke to a helpful Customer Support person yesterday about all this. Apparently what's meant to happen, is when you subscribe they send out a Broadcast Signal which is meant to update your account status (and thus allow you to download the new software update), but this can take anything from 24 hours to several days, as they get stuck in a queue (unlike Sky Digital signals which are apparently instant).

So it's a waiting game. Force a daily update a few times each day and see if it works. I've been waiting since Saturday, so hopefully it'll be done in the next day or so :/

Posted by: ktbken

I recived my TiVo on friday 13th and it updated to the new software on its first call after the Guided setup.
I did not subscribe till the following tuesday, so it whould seem that an active subscription is not needed.

Posted by: dheiland

quote:
Originally posted by ktbken:
I recived my TiVo on friday 13th and it updated to the new software on its first call after the Guided setup.
I did not subscribe till the following tuesday, so it whould seem that an active subscription is not needed.

Almost the same here - my version was updated a few days after getting the box, and I hadn't yet paid for the subscription (well, I had paid by giving them my card details, but they lost those so I wasn't charged until I called back today and gave them again).

I think they must be giving people full service for the first month you have your box, to avoid problems and to show the features to people who didn't buy the service.

Dave