TiVo T6 Product Support Handbook
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TiVo T6 Product Support Handbook

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TiVo Product Support
Handbook
for MSOs
v9.0

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  • Page 1: Accessories 1

    TiVo Product Support Handbook for MSOs v9.0...
  • Page 2 The furnishing of this document does not give you any license to these patents, trademarks, copyrights or other intellectual property. This document is furnished by TiVo as is without any representation regarding its accuracy, completeness, fitness for a particular purpose or any other representation or warranty of any kind.

  • Page 3: Table Of Contents

    ........... 39 ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 4 ............47 Comparison of the TiVo DVR and TiVo Preview .
  • Page 5 ....... . . 73 How TiVo Stream components interact in the home .
  • Page 6 ............98 Pairing the TiVo remote control to a DVR to enable RF transmission .
  • Page 7 ....... . . 101 The On Demand button on the TiVo remote control does not work .
  • Page 8 To manage the visibility of selected collections......152 TiVo Product Support Handbook for MSOs...
  • Page 9 ............176 ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 10 ......... . . 196 TiVo Product Support Handbook for MSOs...
  • Page 11 ....199 To access My Shows remotely from TiVo Mini or TiVo-Pace Mi3 ... . 199 To change the default host DVR configuration .
  • Page 12 ........266 To upgrade legacy TiVo Desktop to TiVo Desktop Plus for PC .
  • Page 13 ..........272 TiVo Desktop Plus doesn’t see a recording on the TiVo device .
  • Page 14 ..........315 Preparing a TiVo device for another subscriber .
  • Page 15 ....354 TiVo DVR is frozen on a green screen with Severe Error ....354 TiVo menu is frozen on an HDUI screen (TiVo Preview only).
  • Page 16 TiVo Product Support Handbook for MSOs...

  • Page 17: About This Document

    This document addresses a wide variety of TiVo products, all of which can be networked to provide the Whole Home solution. The Whole Home solution allows you to enjoy MSO content from anywhere in the home. With the new TiVo Web Portal, you can also enjoy a MSO TiVo experience via a web browser.
  • Page 18 MoCA—Multimedia over Coax Alliance support with its Ethernet to Coax Bridge (ECB)  allows the TiVo DVR to act as a MoCA-Ethernet bridge to use the MoCA network with other non-MoCA devices, such as a cable modem/router. MoCA on page...
  • Page 19 TiVo App for Apple iOS or Android—Automatically discovers your MSO-branded TiVo  device and brings the best of what TiVo and CableCo have to offer on a second mobile screen. You can explore your On Demand and TV content, view guides, schedule and manage recordings, get recommendations, or investigate a particular actor’s entire résumé...

  • Page 20: Additional Resources

    Additional resources Additional resources TiVo Warehouse Staging Guide for MSOs  TiVo Onsite Installation Guide for MSOs  API User Guide for TiVo Services  Support articles on the TiVo Support website  Chapter 1 — About This Document...

  • Page 21: Tivo Hardware

    TiVo Hardware ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 22 TiVo Product Support Handbook for MSOs...

  • Page 23: Tivo T6 Dvr

    The TiVo T6 DVR is designed to play high-definition (HD) content locally and to simultaneously stream content to up to four other TiVo devices. It is a key component of the TiVo Whole Home solution. The TiVo T6 DVR does not support WiFi.

  • Page 24: Device Specifications

    • 150 hrs HD video, or • 1,000 hrs SD video Also supports the DVR expander, if support is included in the MSO agreement with TiVo. TiVo Service has the ability to turn support for the DVR expander on and off. System-on-Chip (SoC) BCM 7241 Video output •...

  • Page 25: Front Panel

    15° C to 35° C operating temperature Operating humidity 5% to 80% Front panel This section details the location of the LEDs and buttons on the front panel of the TiVo T6 DVR. Number LED/button Details Green LED Power LED. Lit when power is on.

  • Page 26: Back Panel

    A particular LED is not always mapped to the same tuner. Back panel This section details the location of the items on the back panel of the TiVo T6 DVR. Number Item...

  • Page 27: Accessories

    MAC Address Label, containing: • Ethernet/MoCA interface • Built-in transcoder (TiVo Stream) If the subscriber’s router is using MAC address filtering, the MSO must add both TiVo Note: T6 DVR MAC addresses to the MAC address filter to control access.
  • Page 28 Chapter 2 — TiVo T6 DVR...

  • Page 29: Tivo Roamio Dvr

     Back panel on page 32  Accessories on page 32  For complete instructions on installing the TiVo Roamio DVR, see the TiVo Onsite Installation Guide for MSOs. Device features Built-in WiFi.  Works with digital cable or HD antenna.
  • Page 30 • 75 hrs HD video, or • 500 hrs SD video Also supports the DVR expander, if support is included in the MSO agreement with TiVo. TiVo Service has the ability to turn support for the DVR expander on and off. System-on-Chip (SoC) BCM 7241 Video output •...

  • Page 31: Front Panel

    Front panel Front panel This section details the location of the LEDs on the front panel of the TiVo Roamio DVR. Number Details Green LED Power LED. Lit when power is on. Amber LED Flashes when receiving a command from a TiVo remote control.

  • Page 32: Back Panel

    Back panel Back panel This section details the location of the items on the back panel of the TiVo Roamio DVR. Number Item Cable/antenna coaxial input Optical digital audio output Composite A/V output (yellow) HDMI 1.4b output Ethernet 10/100 Mbps USB 2.0 (two ports)

  • Page 33: Tivo-Pace Mg1 Dvr

    TiVo-Pace MG1 DVR The TiVo-Pace MG1 DVR is a hardware platform developed by Pace PLC. TiVo partnered with Pace to provide the TiVo DVR software on the Pace MG1 platform. The TiVo-Pace MG1 DVR runs standard TiVo set-top box software.

  • Page 34: Hardware Specifications

    • 1 x RF out Ch. 3/4 remod (not enabled) • 1 x MoCA 2.0 transceiver F-connector (Cable In) SCTE Input + MoCA 2.0 USB 2.0 ports • 2 each • 2.5W each (maximum) Chapter 4 — TiVo-Pace MG1 DVR...

  • Page 35: Networking Specifications

    Audio D/A converter • 96 kHz • 24-bit Audio decode • MP3 • MPEG-1 layer 2 • Dolby Digital (AC3) Audio analog output Analog stereo output Transcoder Broadcom 7425 SoC ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 36: Front Panel

    Front panel Front panel This section details the location of the LEDs on the front panel of the TiVo-Pace MG1 DVR. Number Details Panel display A seven-segment display, including an LED clock. Remote LED Displays green for remote control activity.

  • Page 37: Back Panel

    Back panel Back panel This section details the location of the items on the back panel of the TiVo-Pace MG1 DVR. Number Item Number Item Digital Cable/MoCA coaxial input (QAM) eSATA port (external HDD support) jack To TV USB 2.0 port...
  • Page 38 Chapter 4 — TiVo-Pace MG1 DVR...

  • Page 39: Tivo Premiere Q Dvr

    TiVo Premiere Q DVR The TiVo Premiere Q DVR is designed to play high-definition (HD) content locally and to simultaneously stream content to up to three other TiVo devices. It is a key component of the TiVo Whole Home solution.
  • Page 40 • 150 hrs HD video, or • 1,000 hrs SD video Also supports the DVR expander, if support is included in the MSO agreement with TiVo. TiVo Service has the ability to turn support for the DVR expander on and off. Video output •...

  • Page 41: Front Panel

    15° C to 35° C operating temperature Operating humidity 5% to 80% Front panel This section details the location of the LEDs on the front panel of the TiVo Premiere Q DVR. Details Green LED Lit when power is on. Amber LED Flashes when receiving a command from a TiVo remote control.

  • Page 42: Back Panel

    Back panel Back panel This section details the location of the items on the back panel of the TiVo Premiere Q DVR. Number Item Number Item Power connector: 110V AC Optical digital audio output CableCARD (M-Card) slot HDMI port External storage (eSATA)

  • Page 43: Device Features

    DVR household. It is a key component of the TiVo Whole Home solution. TiVo Preview is not a DVR. There is no hard drive for recording TV or downloading content, nor does it provide a buffer for TrickPlay in Live TV. However, the subscriber can use TrickPlay when streaming content from a host DVR because the content is buffered on the hard drive of the host DVR.

  • Page 44: Device Specifications

    Device specifications Device specifications Table 6–1 provides detailed specifications and environmental requirements for TiVo Preview. Table 6–1: TiVo Preview specifications and environmental requirements Specification Details Physical dimensions • Width: 11” • Depth: 6.25” • Height: 1.80” Weight 1.55 lbs. Tuner Includes a 1 GHz Digital QAM tuner to access both linear and on demand content.

  • Page 45: Front Panel

    This section details the front panel of TiVo Preview. LED Indicator When the LED is green, the power is on.  When the LED is flashing amber, a command is being received from a TiVo remote  control. ® TiVo Product Support Handbook for MSOs • TiVo...

  • Page 46: Back Panel

    Back panel Back panel This section details the location of the items on the back panel of TiVo Preview. Number Item Details Two external USB 2.0 ports for TiVo wireless network and Bluetooth adapters. HDMI port Connects to a TV, A/V receiver, or home theater system. HDMI provides a pure digital connection for HD video and digital audio in one cable.

  • Page 47: Accessories

    Note: Approved eSATA hard drive extensions are supported in a multi-room environment through a host DVR. Comparison of the TiVo DVR and TiVo Preview Table 6–2 indicates which TiVo features are available on a TiVo DVR and which are available on TiVo Preview. Table 6–2: DVR/TiVo Preview feature comparison TiVo...

  • Page 48: Comparison Of Tivo Preview Stand-Alone Versus Multi-Room

    Comparison of TiVo Preview stand-alone versus multi-room Comparison of TiVo Preview stand-alone versus multi- room Some functionality is only accessible by TiVo Preview if it is connected to a host DVR in a multi- room environment (Whole Home solution). Table 6–3 highlights the differences between stand-alone and multi-room functionalities for a TiVo Preview.

  • Page 49: Tivo-Evolution Digital Ip Hybrid Stb

    It is a component of the TiVo Whole Home solution. The TiVo-Evolution IP Hybrid set-top box is not a DVR. There is no hard drive for recording TV or downloading content, nor does it provide a buffer for TrickPlay in Live TV. It is similar to TiVo Preview with no CableCARD, but with CAL conditional access instead.

  • Page 50: Device Specifications

    Device specifications Device specifications Table 7–1 provides detailed specifications and environmental requirements for the TiVo-Evolution IP Hybrid set-top box. Table 7–1: TiVo-Evolution IP Hybrid set-top box specifications and environmental requirements Specification Details Physical dimensions • Width:7.32” • Depth: 4.65” • Height: 1.77”...

  • Page 51: Front Panel

    Front panel Front panel This section details the location of the LEDs on the front panel of the TiVo-Evolution IP Hybrid set- top box. Number Details Green LED Flashes amber when receiving a command from a TiVo-compatible remote control. Amber LED Power LED.

  • Page 52: Back Panel

    Back panel Back panel This section details the location of the items on the back panel of the TiVo-Evolution IP Hybrid set-top box. Number Item Digital Cable/MoCA coaxial input (QAM) jack Composite A/V output (yellow) Analog audio output (white) Analog audio output (red) S/PDIF optical digital audio output USB 2.0 port...

  • Page 53: Tivo Mini

    TiVo Mini TiVo Mini is an IP set-top box that functions as a client to a host TiVo DVR for Live TV Streaming, as well as for watching CableCo Video on Demand (VOD) and recorded programs. TiVo Mini is not a DVR. It does not include a tuner, CableCARD, or recordable hard drive. TiVo Mini can be used with 4:3-aspect-ratio TVs by using a scaled-down version of the HDUI.

  • Page 54: Hardware And Software Requirements

    Live TV in order to display the video message and text of the EAS message. If the DVR has no available tuner for live streaming to TiVo Mini, a blank screen appears showing the text of the EAS message but no video display.

  • Page 55: Front Panel

    This section details the front panel of TiVo Mini. Front LED Bottom components Front—The front LED (white and amber) is visible on the front of TiVo Mini. Bottom—The following items are located on the bottom of TiVo Mini: Serial number ...

  • Page 56: Back Panel

    Back panel Back panel This section details the location of the items on the back panel of TiVo Mini. Number Item Details MoCA coaxial input jack In a MoCA home network, connects TiVo Mini to your home network. Connect the coaxial cable coming from the wall to this jack.

  • Page 57: Using Tivo Mini

    Despite the fact that it doesn’t have a resident tuner, TiVo Mini is still a versatile device with which you can perform a number of functions. TiVo Mini serves as a client to a host TiVo DVR to support Live TV Streaming. It also lets you watch CableCo VOD and recorded programs, schedule or delete recordings on the host device, and rate the programs that you watch.

  • Page 58: Watching Recorded Content From Any Dvr

    Scheduling a recording on the host DVR TiVo Mini lets you set up a recording on the host DVR by using the host DVR scheduling options (basically, telling the host DVR to use a tuner to record a show to the host disk).

  • Page 59: Using Broadband Services Directly On Tivo Mini

    Using broadband services directly on TiVo Mini You can access broadband services directly from TiVo Mini. YouTube To watch YouTube on TiVo Mini, from TiVo Central, choose Find TV, Movies, & Videos > YouTube. Photos, music, and other applications Depending on CableCo selections, the photo, music, and applications might differ from the following: To see music and photo viewing options, from TiVo Central, choose Music &...
  • Page 60 Chapter 8 — TiVo Mini...

  • Page 61: Tivo-Pace Mi3

    Pace to provide the TiVo Mini software on the Pace MG1 platform. The TiVo-Pace Mi3 runs standard TiVo set-top box software. TiVo-Pace Mi3 functions as a client to a host DVR for Live TV Streaming, as well as for watching CableCo Video on Demand (VOD) and recorded programs.

  • Page 62: Hardware And Software Requirements

    Emergency Alert System (EAS) support on TiVo-Pace Mi3 relies on the TiVo-Pace Mi3 connection to the host DVR. When TiVo-Pace Mi3 and a DVR are connected and an EAS message arrives, TiVo- Pace Mi3 ceases any streaming or other activity and switches to Live TV in order to display the video message and text of the EAS message.

  • Page 63: Front Panel

    Front panel Front panel This section details the front panel of TiVo-Pace Mi3. Number Details Remote LED Displays green for remote control activity. Data LED Displays amber when downloads or transfers are taking place. Record LED Displays red when a recording is being made.

  • Page 64: Back Panel

    Back panel Back panel This section details the location of the items on the back panel of TiVo-Pace Mi3. Number Item Details Coaxial input jack The Cable In connector is designed to connect the TiVo-Pace Mi3 to your cable network. Connect the coaxial cable coming from the wall to this jack.

  • Page 65: Using Tivo-Pace Mi3

    Despite the fact that it doesn’t have a resident tuner, TiVo-Pace Mi3 is still a versatile device with which you can perform a number of functions. TiVo-Pace Mi3 serves as a client to a host TiVo DVR to support Live TV Streaming. It also lets you watch CableCo VOD and recorded programs, schedule or delete recordings on the host device, and rate the programs that you watch.

  • Page 66: Watching Recorded Content From Any Dvr

    Scheduling a recording on the host DVR TiVo-Pace Mi3 lets you set up a recording on the host DVR by using the host DVR scheduling options (basically, telling the host DVR to use a tuner to record a show to the host disk).

  • Page 67: Using Broadband Services Directly On Tivo-Pace Mi3

    Using broadband services directly on TiVo-Pace Mi3 You can access broadband services directly from TiVo-Pace Mi3. YouTube To watch YouTube on TiVo-Pace Mi3, from TiVo Central, choose Find TV, Movies, & Videos > YouTube. Photos, music, and other applications Depending on CableCo selections, the photo, music, and applications might differ from the following: To see music and photo viewing options, from TiVo Central, choose Music &...
  • Page 68 Chapter 9 — TiVo-Pace Mi3...

  • Page 69: Tivo Stream

    TiVo Stream is a network (Ethernet) attached transcoding device that permits the streaming of MPEG-2 and MPEG-4/h.264 content to mobile devices. TiVo Stream is not a DVR. It does not include a tuner, CableCARD, or recordable hard drive. Note: This content is based on TiVo Stream software version 20.4.6.

  • Page 70: Device Specifications

    TiVo Premiere Q  If a TiVo Stream is available in the household, it is set as the best transcoder for any DVR in the household. If a TiVo T6 DVR or TiVo-Pace MG1 DVR is available in the household, the built-in transcoder in that DVR is set as the best transcoder.

  • Page 71: Limitations

    Downloading is allowed for copy-freely television content only.  Downloaded content such as Amazon Instant Video, Music Choice downloads, and video  podcasts is not supported. Front panel ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 72: Back Panel

    Back panel Back panel This section details the location of the items on the back panel of TiVo Stream. The TiVo Stream back panel includes: Power/status (main) LED  Gigabit Ethernet connector with link activity and link status LEDs ...

  • Page 73: Functional Architecture

    Functional architecture The main LED on the back of TiVo Stream can be either amber or white, indicating the overall status of TiVo Stream, as described in Table 10–3. Table 10–3: States indicated by the TiVo Stream status LED Status LED state Description No power.

  • Page 74: How Tivo Stream Components Interact In The Home

    Functional architecture How TiVo Stream components interact in the home When fully installed and set up in the home, TiVo Stream communicates and interacts in the following way: The TiVo Premiere series (or later) DVR sends high bit-rate MPEG-2 content to TiVo ...

  • Page 75: Accessories

     DVR expander The DVR expander lets you store more programs on your TiVo DVR. When you set it up, the DVR expander is paired with the TiVo DVR and the additional storage is seamless. The DVR expander provides 1 TB of additional storage, that is, approximately 150 hours HD recording space or 1,000 hours of SD recording space.

  • Page 76: Using The Dvr Expander

    Not attached IR adapter The TiVo IR adapter lets you control TiVo devices that do not have a direct line of sight to the TiVo remote control, such as being located in a cabinet or closet. The IR adapter connects via USB and extends IR coverage on any TiVo device without compromising remote control functions.

  • Page 77: Wireless G Adapter For Tivo Preview

    The Wireless G adapter is used to connect TiVo Preview to a wireless network. S upports the 802.11g or 802.11b wireless home networks.  Allows the TiVo Preview to be connected to a home wireless network. It is slower than the  Wireless N adapter.

  • Page 78: Limitations

    To make setup easier, the Wireless N adapter supports WiFi Protected Setup (WPS), which  is a secure and almost automatic way to set up a connection between the TiVo device and a WPS-enabled router. The Wireless N adapter can be used on networks that have the following types of ...

  • Page 79: Data Transfer Speeds

    FCC encoding ∅ rules (47 C.F.R. 76.1904). These programs are usually marked with a symbol. The Wireless N adapter works with TiVo Preview only. However, it does not support TiVo  Preview in Live TV Streaming or Multi-Room Streaming scenarios. ®...

  • Page 80: Connecting The Wireless N Adapter

    PIN that serves as a virtual button for enabling one-click setup. If you have this type of router, you can enter the PIN into the TiVo wireless adapter configuration by using your computer to set up the connection to the router, and then installing the adapter on TiVo Preview to connect it to the network. Chapter 11 — Accessories...

  • Page 81: Troubleshooting Issues With The Wireless N Adapter

    Restarting and resetting the adapter.  Updating the adapter’s firmware.  To learn about the power, WPS, and signal strength LED settings, see the Support articles on the TiVo Support website. ® TiVo Product Support Handbook for MSOs • TiVo...

  • Page 82: Setting Up Your Wifi Network

    1. Before you begin, disconnect the Ethernet port by unplugging any Ethernet cables that are connected to the DVR. 2. From TiVo Central, choose Settings & Messages > Settings > Network > Change network settings > Connect using wireless. 3. Press Select to continue.

  • Page 83: Moca

    MoCA network (that is, to the TiVo Service). Note: The TiVo T6 DVR, TiVo-Pace MG1 DVR, and TiVo Premiere Q DVR have MoCA bridge capabilities, while the TiVo Roamio DVR, TiVo Preview, TiVo Mini, or TiVo-Pace Mi3 all have client capabilities.

  • Page 84: Moca Network Adapter

    MoCA standard components MoCA network adapter Also called an Ethernet to Coax Bridge (ECB), a MoCA network adapter (Figure 12–1) can enable a non-MoCA device to connect to a MoCA network. This adapter takes the input of the combined video and IP signals, and splits them back out to video-only coaxial with IP Ethernet as an output to the non- MoCA device.

  • Page 85: Setting Up The Moca Environment

    — Figure 12–4 shows a typical MoCA cable TV home setup. TiVo and the TiVo T6 DVR are able to communicate directly with each other via Ethernet. TiVo Mini and TiVo-Pace Mi3 have their own MoCA capability, like the TiVo T6 DVR. However, TiVo Mini and TiVo-Pace Mi3 are MoCA clients and cannot be the sole MoCA device in a network.

  • Page 86: Scenario 2-Ecb As A Bridge

    Scenario 2 ECB as a bridge — Sometimes it is not possible to locate the TiVo T6 DVR where it can be connected to the modem/ router by Ethernet. In this case, a MoCA network adapter (ECB) would be used. Figure 12–5, an ECB connects with the router and modem (via Ethernet and coaxial cable...
  • Page 87 TiVo T6 DVR, MoCA client Figure 12–5: ECB as a bridge Figure 12–6 shows a more detailed picture of the MoCA network adapter connections with the cable modem and router. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 88 Figure 12–6: MoCA connection close-up If you have a Switched Digital Video (SDV) tuning adapter attached to a TiVo DVR, you can still use the TiVo DVR in a MoCA network. To do so, you must use a splitter on the coaxial cable (Figure 12–...

  • Page 89: Limitations

    Don’t use an amplifier in a MoCA network. If you do, the network might not work.  Setting up TiVo Preview as a MoCA client Set up TiVo Preview to use a network connection with a coaxial cable, rather than an Ethernet cable (Figure 12–8).
  • Page 90 Setting up TiVo Preview as a MoCA client Figure 12–8: TiVo Preview-to-MoCA network connection 8. When setting up TiVo Preview for the first time, the system prompts you to complete Guided Setup. On the Network (MoCA) Connection screen during Guided Setup, choose Change MoCA Settings.

  • Page 91: Troubleshooting Issues With Moca

    There should only be one MoCA-enabled device deployed in a household to act as the bridge between the MoCA and IP networks. For example, a TiVo T6 DVR (which has a built-in ECB) can act as the bridge using a router that connects to the TiVo T6 DVR. More than one bridge in a network causes MoCA loops.
  • Page 92 Chapter 12 — MoCA...

  • Page 93: Tivo Remote Control

    (for backwards compatibility). For additional information, see Remote control RF and IR frequencies on page With the TiVo App, you can use a mobile device, such as a phone or a tablet, as a TiVo  remote control. For additional information, see TiVo App on page 229.
  • Page 94 Remote control features Figure 13–1: Standard TiVo remote control Chapter 13 — TiVo Remote Control...
  • Page 95 Chooses menu items or, when watching Live TV, brings up the Mini Guide. Select Changes the channel and pages up or down while in the Guide or TiVo menus. Channel Up/Down Starts recording the show you’re watching, or sets up a recording for a show Record selected in the Guide.

  • Page 96: Trickplay

    Enter/Last TrickPlay TrickPlay is a set of features that provide the means to control what you are watching by using buttons on the TiVo remote control. Basic TrickPlay features have the following effects on recorded TV content or videos: Play ...

  • Page 97: Favorites

    When you press Play, the program stops immediately. There is no overshoot correction. Favorites Marking a favorite is as simple as pressing Thumbs Up on the TiVo remote control. For example, you can rate the following as favorites: video providers, categories (such as Sports or Cooking), collections (such as Academy Award Winning films), and channels.

  • Page 98: Using The Remote Finder

    RF remote controls. By default, the standard TiVo remote control is in RF mode. If it is not in this mode, press and hold the TiVo+Green D buttons until the remote control activity indicator (the TiVo character’s antenna on the TiVo button of the remote control) flashes amber.

  • Page 99: Pairing The Tivo Remote Control To A Dvr To Enable Rf Transmission

    Pairing the TiVo remote control to a DVR to enable RF transmission The TiVo remote control must be paired to a DVR to enable radio frequency (RF) transmission. This pairing prevents the remote control from controlling all of the DVRs in the area simultaneously.

  • Page 100: To Perform A Global Reset

    If your paired remote control has been lost or damaged, you will need to use a new TiVo remote control in IR mode to put the DVR in a pairing state, and then pair the new remote control to the TiVo DVR.

  • Page 101: Troubleshooting Issues With The Tivo Remote Control

    If you change the URL of the VOD server, you might be taken to the old VOD server when you first press On Demand on the TiVo remote control. If you try again, the button takes you to the new server.
  • Page 102 Troubleshooting issues with the TiVo remote control b. Use the number key to enter 0. A TiVo remote control that is set to remote control address 0 controls any TiVo device. c. Perform a global reset of the remote control. For instructions, see...
  • Page 103 TiVo Features ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 104 TiVo Product Support Handbook for MSOs...

  • Page 105: Ui Walkthrough

    From the Guide, you can find shows that are currently on, schedule recordings and OnePasses, and find catch-up content. To display the Guide, press Guide on the TiVo remote control. There are three formats of the Guide available: Live Guide (the default), Grid Guide, and Mini Guide.
  • Page 106 Using the Guide to watch Live TV Figure 14–1 shows the Live Guide. Figure 14–1: Live Guide Figure 14–2 shows the Grid Guide. Figure 14–2: Grid Guide Chapter 14 — UI Walkthrough...

  • Page 107: To Change From The Live Guide To The Grid Guide

    You can choose your favorite channels from among the channels you receive. 1. From TiVo Central, choose Settings & Messages > Settings > Channels > Channel List. 2. Use the arrows to choose the channel you want to mark as a favorite.

  • Page 108: To Move Around The Guide

    Using the Guide to watch Live TV To move around the Guide To hide the Guide, press Guide again or Clear.  To move the display up and down through the channel list, press Channel Up and  Channel Down. To page forward and page back through the Guide times, press Fast forward and Rewind.

  • Page 109: To Tune To An Hd Channel While Watching An Sd Channel

    To tune to an HD channel while watching an SD channel While you are watching Live TV on an SD channel, press the D button to tune to the HD channel (Figure 14–6). Figure 14–6: HD channel notification ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 110: To List All Upcoming Episodes Of A Show

    Using the Guide to watch Live TV To list all upcoming episodes of a show 1. In the Guide, go to the show, and press Select. 2. Choose Explore this show, and then choose Upcoming. You can use this list to choose a showing to record. To record programs from Live TV At any time, you can record the show you are watching by pressing Record.

  • Page 111: To Use The Info Banner

    TiVo Central (Figure 14–9) is the main TiVo menu. TiVo Central provides access to all of the TiVo device features. Use it to search for shows or events, to adjust settings, and more. To access TiVo Central, press the TiVo button, which is branded with the TiVo logo.

  • Page 112: Discovery Bar

    To use the Discovery Bar From TiVo Central, press the up arrow to move up to the Discovery Bar, and then the left and right arrows to move across the items in the Discovery Bar. To open an information screen about an item, press Select.
  • Page 113 To customize the Discovery Bar By default, all Discovery Bar options are enabled. If you want to change the items that appear in your Discovery Bar: 1. From TiVo Central, choose Settings & Messages > Settings > Displays > Customize Discovery Bar (Figure 14–11).

  • Page 114: Video Window

    HD menu screens, unless you choose to temporarily hide it or to turn it off. Figure 14–12: Video Window The Video Window continues playing the show you were watching when you entered TiVo Central. To use the Video Window To pause the Video Window, press Pause. Press Pause again to resume playing.
  • Page 115 The My Shows list also displays your Streaming Movies, TiVo Suggestions, and Recently Deleted folders, as well as What to Watch Now, VOD choices, and the list of all the TiVo devices on your account.

  • Page 116: To Filter Your My Shows Content Based On Categories

    My Shows At the bottom of My Shows are any other TiVo devices that are on the same subnet.  Note: If those TiVo devices are also on the same account (and therefore, the same Sharing group), you can do Multi-Room Streaming from your TiVo device. For more...
  • Page 117 3. To remove any item that is currently enabled, choose the item and press Select. The checkmark is removed. 4. To add any item that is not enabled, choose the item and press Select. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 118: To Sort The My Shows List

    To sort and view your series folders in My Shows There are three views (My Episodes, Recordings, and All Episodes) within each series folder. TiVo remembers the last selected sort order, view, and highlighted episode for each series folder, and points you to the same episode the next time you select the same series folder.
  • Page 119 The blue progress bar is used to indicate how much of a recording has been viewed. The absence of a progress bar means that playback has not begun yet. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 120 The All Episodes view (Figure 14–19) displays all episodes that are known to the TiVo Service. Unlike the My Episodes view, you can’t remove episodes from the All Episodes view. By default, the All Episodes view is sorted by season with the first available episode (that is, season 1 episode 1) displaying on top.

  • Page 121: To Playback Recordings In Quickmode

    1. While you are viewing any recording, press Play and then Select to turn QuickMode on (Figure 14–20). Figure 14–20: QuickMode is off 2. Press Play and then Select again to toggle QuickMode off (Figure 14–21). Figure 14–21: QuickMode is on ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 122: To Understand The Icons Listed In My Shows

    Thumbs Down on the TiVo remote control. You can give a show up to three Thumbs Up for “great!” or three Thumbs Down for “terrible!”. TiVo Suggestions then uses these ratings to create a list of shows you might like. The more shows you rate, the better TiVo Suggestions becomes at finding interesting shows for you.

  • Page 123: What To Watch Now

    What to Watch Now does not display any adult content. Find TV, Movies, & Videos TiVo Search allows you to find TV shows, movies, or VOD programs quickly and easily. From TiVo Central, choose Find TV, Movies, & Videos > Search (Figure 14–23).
  • Page 124 (Figure 14–24). TiVo searches upcoming TV shows, VOD offerings, Netflix, Vudu, and more all at the same time using OneSearch. Search results are shown by popularity, not alphabetically; this minimizes the number of characters required to find what you want.

  • Page 125: Recording Movies And Individual Tv Shows

    To record the next episode of a show 1. From TiVo Central, choose Find TV, Movies, & Videos > Browse TV & Movies > TV. 2. From the display of TV program collections, find the show you want and choose Get this show >...

  • Page 126: Recording A Tv Series (Onepass)

    Recording a TV series (OnePass) Figure 14–25: Manual Recording screen 2. Specify the preferred setting for each category. To move from one category to the next, press the right arrow. How Often  Set up either a one-time or a repeating manual recording. ...

  • Page 127: To Create A Onepass

    A OnePass is created using the default OnePass options. Figure 14–26: Create a OnePass option If the TiVo Service finds any conflicts in scheduling upcoming episodes of the OnePass, the OnePass Manager asks you to choose whether you want to keep the previously-scheduled recordings or to record the new show instead.
  • Page 128 Recording a TV series (OnePass) Figure 14–27: OnePass Options screen 4. To include recordings and streaming videos (default), choose Recordings & streaming videos from the Include option. Note: If set to Recordings only, then OnePass behaves the same as Season Pass. 5.

  • Page 129: To Cancel The Recording Of A Onepass Episode

    Note: When a TiVo device can’t connect to the TiVo Service due to either a loss of Internet connectivity in the home or to a TiVo Service outage, streaming will not work until the TiVo device reconnects to the TiVo Service.
  • Page 130 Streaming movies and TV shows Figure 14–28: Watch now option Note: Depending on the CableCo agreement with TiVo, the MSO might be able to customize the Watch now menu to only display the CableCo VOD offering. 5. Choose from CableCo VOD and over-the-top applications (such as Netflix and Vudu) (Figure 14–29).

  • Page 131: To Stream An Individual Episode Of A Show To Watch Now

    Streaming movies and TV shows To add a stand-alone streaming movie to My Shows to watch later 1. From TiVo Central, choose Find TV, Movies, & Videos > Search. 2. On the Search keyboard, enter enough characters to display the movie name.

  • Page 132: To Add A Single Season Of A Tv Series To My Shows To Watch Later

    To add a single season of a TV series to My Shows to watch later 1. From TiVo Central, choose Find TV, Movies, & Videos > Search. 2. On the Search keyboard, enter enough characters to display the show name.

  • Page 133: Deleting Your My Shows Content

    After a recording or streaming video is deleted, you can still find the deleted streaming video in the All Episodes view and deleted recordings in the Recently Deleted folder. TiVo remembers previously- deleted recordings or streaming videos and will not record the content again.

  • Page 134: To Delete A Series Folder In My Shows

    (Figure 14–33), or cancel and don’t do anything. Figure 14–33: Delete a series folder Manage Recordings & OnePass Control how and when shows are recorded. From TiVo Central, choose Manage Recordings & OnePass (Figure 14–34). Chapter 14 — UI Walkthrough...

  • Page 135: To Do List

    Manage Recordings & OnePass Figure 14–34: Manage Recordings & OnePass menu To Do List From TiVo Central, choose Manage Recordings & OnePass > To Do List (Figure 14–35). Figure 14–35: To Do List screen The To Do List shows all scheduled recordings. You can change recording options, see if there is a recording conflict, or cancel recordings.

  • Page 136: Onepass Manager

    Icon Description This show is currently being recorded. This show is currently downloading, transferring from another TiVo DVR, or streaming from another TiVo DVR. Show will be recorded or downloaded as an individual download (not part of a OnePass recording or WishList Search).
  • Page 137 HD version of the OnePass show, which is on a different channel. 1. From TiVo Central, choose Manage Recordings & OnePass > OnePass Manager. 2. Make a note of each OnePass you want to change and its priority in the OnePass Manager.
  • Page 138 7. If needed, use the up and down arrows next to the show title to move it to the preferred recording priority order. To cancel a OnePass 1. From TiVo Central, choose Manage Recordings & OnePass > OnePass Manager. 2. Highlight the OnePass you want to delete, and then press Select. 3. Choose OnePass Info > Cancel this OnePass.

  • Page 139: To See Your Recording History

    Music & Photos To see your recording history From TiVo Central, choose Manage Recordings & OnePass > History (Figure 14–38). Figure 14–38: History screen The History screen displays a list of all shows that were not recorded or were deleted. Press ‌ I nfo for more details on why a show was not recorded.

  • Page 140: To Stream Music

    Figure 14–39: Music & Photos menu To stream music You can stream music from your computer or from the Internet to the TiVo device for playback through a TV or home entertainment system. 1. Install TiVo Desktop Plus on your computer; see TiVo Desktop Plus for PC on page 263.

  • Page 141: To Change Music Play Options

    Repeat—Plays songs in the selected playlist or folder repeatedly. You can choose to repeat  all songs, or just one. When this option is off, the TiVo device plays the entire playlist or folder only once. Include subfolders—When this option is on, the TiVo device plays: ...

  • Page 142: To Change Slide Show Options

    Shuffle—Displays the contents of the selected folder in random order. When this option is  off, the TiVo device displays the folder’s photos alphabetically by file name, as shown in the grid on the screen. Repeat—Displays the contents of the selected folder repeatedly. When this option is off, ...

  • Page 143: Settings & Messages

    Settings & Messages Settings & Messages For detailed information about settings and messages, see Settings and Messages on page 207. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 144 Chapter 14 — UI Walkthrough...

  • Page 145: Search And Browse

    You can perform a keyword search by show title, person name (actor, director, and so on), or keyword. The TiVo Service searches upcoming broadcast shows, web videos, and VOD offerings all at the same time. Search results are listed by most popular to reduce the number of characters you must enter before finding what you want.

  • Page 146: Keyword Guidelines

    “6 OCLOCK NEWS” to search for the title “6 O’Clock News.” To perform a keyword search 1. From TiVo Central, choose Find TV, Movies, & Videos > Search. 2. To spell out the word you want, use the letter grid by pressing the arrows to move around,...

  • Page 147: Browse Tv & Movies

    Browse TV & Movies allows you to find the programs that are of interest to you. The content displayed in these collections generally relies on metadata brought into the TiVo Mind metadata repository from a variety of sources, such as Gracenote and selected content providers.

  • Page 148: Collections Browsing

    You can browse collections, or the groups of shows on related subject matter that are recommended by the TiVo Service, CableCo, or video providers. Collections can be collections authored for CableCo through TiVo Professional Services, for example, VOD – Hot Releases.

  • Page 149: Movies, Tv, And Sports Browsing

    Figure 15–5: Nested collections with full-screen poster browsing To select from a collection 1. From TiVo Central, choose Find TV, Movies, & Videos > Browse TV & Movies > Collections. 2. You can select options for how to view the collections.

  • Page 150: Wishlist Searches

    If you can’t find what you are searching for in the TV listings and don’t want to choose a show from a VOD provider, you can create a WishList Search for the show. 1. From TiVo Central, choose Find TV, Movies, & Videos > WishList Searches > My WishLists > Create a new WishList Search.

  • Page 151: To Delete A Wishlist Search

    TiVo device. The TiVo Mind catalog includes assets in VOD, for both CableCo and video providers, such as Netflix and Hulu. The TiVo Mind holds two weeks of linear Guide data and a catalog of movie and TV program metadata provided by the Gracenote.

  • Page 152: To Author In Browse Tv & Movies

    (typically an XML feed from Gracenote). For example, the Sci-fi & Fantasy Movies collection is based on a search for assets in the TiVo Mind with the Gracenote genres of science fiction or fantasy. Unmapped assets might be awaiting mapping, or they might be too brief for mapping.

  • Page 153: To Manage The Display Order Of Collections And Assets

    For example, TiVo can publish two authored collections containing the VOD catalog of an MSO, such as CableCo, to appear at the top of any authored or programmatic collection. The visibility for the subscriber is then controlled by using its distribution group.

  • Page 154: To Manage The Video Provider List

    CableCo can control the video provider list by enabling or disabling selected video providers. If a video provider is removed from the list, that catalog disappears, and the launch points disappear from the TiVo UI. Chapter 15 — Search and Browse...

  • Page 155: Parental Controls

     Using Parental Controls TiVo provides several ways for parents to control what their children see on TV, from prohibiting specific shows to blocking out selected channels or all channels. From TiVo Central, choose Settings & Messages > Parental Controls. The Parental Controls screen (Figure 16–1) offers the following options:...
  • Page 156 Auto Re-lock on—If Parental Controls are temporarily off, they will automatically re-lock  if the TiVo remote control has not been used in four hours, or if the TiVo DVR is put into Standby mode. If the TiVo DVR loses power for any reason, the Parental Controls automatically re-lock when power is restored.

  • Page 157: To Turn On Parental Controls

    1. From TiVo Central, choose Settings & Messages > Parental Controls > Turn off Parental Controls . 2. Enter the PIN when prompted. 3. To exit and save your settings, press the left arrow, or press the TiVo button to return to TiVo Central . To adjust the rating settings The Rating Settings option lets you block shows based solely on their maturity level, regardless of which channel they’re on.
  • Page 158 Using Parental Controls Figure 16–2: Ratings Settings screen The Rating Settings screen offers the following options: TV Rating Limit  The TV Rating Limit option lets you block TV programs based on their FCC TV ratings (Table 16–2) or Canadian CBSC ratings (Table 16–3).
  • Page 159 Sometimes a show description lacks a rating. You can set your TiVo to block any unrated TV show or movie. Use this setting to block all unrated movies or TV shows. When TiVo finds a TV show with no ratings, it assigns the show to a TV-MA rating (Mature Audience ®...

  • Page 160: To Hide Adult Content

    Using Parental Controls Only). When TiVo encounters an unrated movie, it automatically assigns the AO (Adults Only) rating. Manage Other Ratings  Regional ratings are rating systems defined by local and national groups. You can manage your settings for the different regional ratings here.

  • Page 161: To Set Channel Locks

    Figure 16–5: Channel Locks screen 2. Highlight the channel you want to lock or unlock and press Select. 3. To exit and save your settings, press the left arrow, or press the TiVo button to return to TiVo Central .

  • Page 162: Fcc Tv Ratings (Usa)

    FCC TV ratings (USA) FCC TV ratings (USA) Table 16–2: FCC TV ratings TV rating Name of rating Description TV-Y All Children This program is appropriate for all children. The themes and elements in this program are specifically designed for a very young audience, including children from ages two to six.

  • Page 163: Cbsc Ratings (Canada)

    This program is intended for viewers over the age of 18. This program contains scenes of real and explicit sexual activity. Unrated Unrated Content This program is not rated. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 164 Chapter 16 — Parental Controls...

  • Page 165: Accessing Vod

    Video on Demand The TiVo Video on Demand (VOD) feature provides access to the CableCo VOD catalog as well as to the standard TiVo VOD assets from the third-party VOD providers (such as Netflix, Vudu, and so on) that CableCo chooses to make available. You can restrict the purchase of VOD assets by enabling a Purchase Controls PIN.

  • Page 166: Video On Demand

    2. From the menu, choose the On Demand video you want, and then press OK. To access a movie using Search 1. From TiVo Central, choose Find TV, Movies, and Videos > Search. Note: If you choose Browse TV & Movies instead of Search, the process is the same after you have selected a movie.
  • Page 167 3. If this is the movie you want, choose Get this movie. You can now choose to watch, record, rent, or buy the movie depending on the options that are presented. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 168: To Access Vod From The Guide

    Start Over and Catch Up programs. Finding a TV series 1. From TiVo Central, choose Find TV, Movies, and Videos > Search. 2. In the Search keyboard, enter enough characters to display the program name, and then select it.

  • Page 169: Browsing Web Videos

    Browsing web videos 1. From TiVo Central, choose Find TV, Movies, and Videos. 2. Choose one of the third-party VOD providers from the list on the right (such as Netflix, Vudu, and so on), or use the down arrow and choose Web Video Hotlist. Hotlist opens (Figure 17–6).

  • Page 170: To Access Youtube Videos

    You can access YouTube in any of the following ways: From TiVo Central, choose My Shows > YouTube.  From TiVo Central, choose Find TV, Movies, & Videos > YouTube.  You can also access movies on YouTube when you search or browse for a movie, and then ...

  • Page 171: Enabling A Purchase Controls Pin

    Figure 17–7: Bonus features option YouTube videos are not stored on the TiVo device, so they do not appear on My Shows and they do not use any recording space. YouTube does use the hard drive to buffer the video during playback.
  • Page 172 Enabling a Purchase Controls PIN Figure 17–8: Purchase Controls screen 2. To require a PIN for all VOD purchases, choose Require a PIN to purchase. You are prompted to enter a PIN (Figure 17–9). Figure 17–9: Set PIN screen 3. Enter a four-digit PIN for VOD purchases. Chapter 17 —...

  • Page 173: Using Parental Controls With Vod

    Hide Adult Content. 5. Enter the Parental Controls PIN. 6. To exit and save your settings, press the left arrow, or press the TiVo button to return to TiVo Central . Note: If you are using Parental Controls, the behavior might be different for each third-party VOD provider.

  • Page 174: Details Of Vod Asset Updates

    The file is compressed with gzip; the exported metadata file is typically five to 15 MB. Uploading the file to the TiVo Service takes about a minute, depending on the broadband network.

  • Page 175: Troubleshooting Issues With Vod

    Cable CableCo CableCo TiVo Feature Network feed billing device Service Search/Browse Third-party VOD content/Get from Purchase PIN storage Performing the purchase/rental transaction (if applicable) When you press Play ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 176: Common Selection And Viewing Issues

    Search within the TiVo menus, escalate the problem to TiVo. TiVo Support will need to know the particular VOD asset, when the search was done, what you did within the menus to try to find the VOD asset, and the path in the catalog to that VOD asset.

  • Page 177: About Impulse Pay Per View

    You don’t need to make a phone call or access an Internet page to reserve an iPPV event. Instead, you can use your TiVo remote control to select a show and make your transaction. iPPV offers the following flexible features, among others: You can directly tune into your CableCo iPPV channel.

  • Page 178: Impulse Pay Per View

    TiVo Series4 DVR (or later), TiVo Mini, or TiVo-Pace Mi3.  The iPPV channel must be selected in the TiVo device’s Channel List.  flag must be set in the TiVo API (see the Impulse Pay Per View (iPPV) API AP_ppv  Specification).

  • Page 179: Purchasing And Recording Ippv Events

    To set up a Purchase Controls PIN for iPPV events To prevent unauthorized purchases of iPPV events from your TiVo device, you can set up a Purchase Controls PIN in much the same way that you do for Parental Controls: 1.

  • Page 180: To Rent An Upcoming Event

    Purchasing and recording iPPV events Figure 18–2: Purchase Controls screen 3. Enter and confirm the Purchase Controls PIN. To rent an upcoming event 1. After you access a listing for an iPPV event, choose View upcoming showings to see what other instances of the iPPV event are upcoming. 2.
  • Page 181 If, instead of a price, PPV appears in the menu, the price is unknown at this time, and a message appears: Cost information is not available. Please try again later. Troubleshooting issues with iPPV on page 186 for more information about error messages. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 182: To Schedule An In-Progress Event

    Purchasing and recording iPPV events To schedule an in-progress event 1. Find an iPPV event that interests you. 2. From the Pay Per View screen, choose Rent this show. A confirmation screen appears. 3. Choose Watch Now. When an iPPV show or event is currently in progress, you might or might not be able to watch it, depending on these conditions: If it is not within the purchase window, the following message appears: ...

  • Page 183: Watching Ippv Events

    Reservation Pay Per View (RPPV), in which a set of requests are sent to a PPV proxy server provided by the MSO. The PPV server then asks the billing system to authorize the iPPV event. The TiVo devices use the data network connectivity to connect with the PPV server instead of the legacy out-of-band path.
  • Page 184 Figure 18–6: High-level iPPV system architecture There are four primary paths between the subscriber MSO-TiVo set-top box and CableCo’s components: 1. Starting from the right, the top path carries the metadata for the requested event, currently provided by Gracenote.

  • Page 185: Provisioning Ippv

    To assign a channel to iPPV status iPPV works only if the channel is selected in the TiVo device’s Channel List. The channel is checked by default only if it is in the Basic Service Tier or Extended Basic Service Tier in the Gracenote data.

  • Page 186: Troubleshooting Issues With Ippv

    You might be able to recover it: from TiVo Central, choose My Shows, and then select the iPPV event. Cannot rent event You have already purchased it.
  • Page 187 Depending on MSO policy, you can pay, the Purchase Confirmed screen period that the transaction was or cannot cancel the transaction. appears: taking place—a rare situation. Cost: <New_Price> (Price changed - was <Old_Price>) ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 188 Troubleshooting issues with iPPV Table 18–1: iPPV troubleshooting issues (continued) Issue Possible Cause Action to take iPPV event cannot be recorded. The The program is either copy- Watch at the time the program is Purchased Confirmed screen protected or has not been aired.

  • Page 189: Multi-Room Features

    Multi-Room Features TiVo uses the term multi-room to refer to features that enable the streaming and viewing of Live TV (including Video on Demand) as well as stored content, most often over a wired home network. This chapter covers the following topics: Multi-room terminology on page 189 ...

  • Page 190: About Multi-Room Features

    Live TV Streaming to TiVo Mini or TiVo-Pace Mi3. (TiVo Previews have their own tuners.) The TiVo T6 DVR can be configured to dedicate up to four tuners to Live TV Streaming,  depending on the home configuration and the preferred number of concurrent Live TV sessions.

  • Page 191: Multi-Room Streaming

    When using Multi-Room Streaming, recordings make it easy to move around a home to view the same show on various TiVo devices. The show can be paused on one TiVo device and then watched on another TiVo device by navigating to the first TiVo device in the menus, selecting the show you were watching, and choosing Watch from paused point to quickly resume viewing.

  • Page 192: Content Options For Multi-Room Features

    A standard account might have up to ten devices in a home; up to four can simultaneously view streamed content from a single TiVo DVR. The TiVo T6 DVR can have up to nine concurrent disk actions: four streams to remote ...

  • Page 193: Multi-Room Features Available By Content Type And Client Type

    It also indicates the features that work with Multi- Room Streaming or Multi-Room Viewing in each of these combinations. Host DVR is a TiVo T6 DVR, fully set up with CableCARD and network access, hosting ...

  • Page 194: Stored Content And Live Content

    Content options for multi-room features Table 19–2: Specific host and client for multi-room features TiVo Client Client Mini Client DVR – Client DVR – STB – STB – Host cable + network network only cable + network Pace network only...

  • Page 195: Requirements

    Streaming performance on page 196  Hardware The TiVo T6 DVR can be either a host or a client. TiVo Minis, TiVo-Pace Mi3s, or TiVo Previews are clients. Software All multi-room features are supported in TiVo software, version 20.2.2 or later, although Multi-Room Streaming and Multi-Room Viewing were supported before version 20.2.2.

  • Page 196: To Enable Transfers

    3. Make sure there is a check mark in the Video Sharing column next to each device you want to transfer programs from. 4. Click Save. Streaming performance The TiVo T6 DVR supports four simultaneous streams to clients, plus local HD viewing.  HD stream—MPEG-2 or MPEG-4 encoded, 1080p, 30fps stream (bit rate: 20 Mbps) ...

  • Page 197: To Schedule From Search Or From Browse Tv & Movies

    193. If the client is a TiVo DVR, My Shows first displays local recordings or streaming videos. At the bottom of My Shows, other TiVo DVRs on the LAN are shown and can be selected and navigated as well. Figure 19–7 Figure 19–8...
  • Page 198 Streaming recorded content Figure 19–7: Remote My Shows using default host (with Discovery Bar) Figure 19–8: Remote My Shows using non-default host (no Discovery Bar) Chapter 19 — Multi-Room Features...

  • Page 199: Remote My Shows Features

    To access My Shows remotely from a non-default TiVo DVR Other TiVo DVRs within the home are shown at the bottom of My Shows. Each time you want to access the Multi-Room Streaming feature, you must first select the DVR that is hosting that show.
  • Page 200 Streaming recorded content Figure 19–9: Client accessing a recorded show stored on the host If there is more than one DVR in the home, the other DVRs are displayed at the bottom of My Shows. You can view recordings on the other DVRs by selecting a different DVR at the bottom of My Shows (Figure 19–10).

  • Page 201: To Change The Default Host Dvr Configuration

    3. Select the appropriate DVR. To simultaneously view a single asset TiVo DVRs are rated to allow up to four remote clients to simultaneously view the same stored content on the DVR. Each client can watch at a different viewing point.

  • Page 202: Streaming Live Programming

    Streaming live programming caching of the live program is also converted to a recording (the TiVo DVR can cache up to 30 minutes of the program that is currently being viewed). When you are watching a live program (for example, accessed by pressing Live TV through the Guide or by changing channels), if you press Pause, that paused point is set locally and is not available to Multi-Room Streaming clients.

  • Page 203: To Use Screensaver Mode

    Streaming live programming Figure 19–12: TiVo Central (with Watch Live TV but no Video Window) Note: Live TV Streaming is not available between DVRs. TiVo DVRs use a local QAM tuner to provide local Live TV. To use screensaver mode...

  • Page 204: To Use Emergency Alert System Support

    Under the worst circumstances, it can take more than a day for the MAK to be generated and paired with other TiVo devices on the same account. This is also true when a TiVo device is transferred to a new account.

  • Page 205: Slow Transfer Speed

    1. Verify that both devices are connected to the network and are on the same subnet. 2. If the network setup is correct, restart both devices and restart the router. It might take up to five minutes for a TiVo DVR to display on My Shows of another TiVo device after network changes are made.
  • Page 206 Chapter 19 — Multi-Room Features...

  • Page 207: Settings And Messages

    Settings and Messages This chapter discusses the settings that you can use to tailor how you use the TiVo features, such as what channels are displayed in the Guide, how the TiVo remote control functions, and many more. Instructions for setting up access PINs are contained here, as well as system information, diagnostics, and information about your TiVo account.

  • Page 208: Settings

    Settings Settings To find or change the settings for a particular TiVo device, from TiVo Central, choose Settings & Messages > Settings (Figure 20–2). Figure 20–2: Settings menu The options on the Settings menu are described in the following sections.
  • Page 209 Figure 20–3: Audio Settings menu To select the default audio language 1. From TiVo Central, choose Settings & Messages > Settings > Audio > Alternate Audio. 2. On the Alternate Audio Settings screen, click Select. The Default Audio Language screen shows the language choices for upcoming programs that have multiple language tracks.
  • Page 210 3. If your A/V receiver doesn’t support either option, specify PCM only (no Dolby). To specify the sound effects volume 1. From TiVo Central, choose Settings & Messages > Settings > Audio > Sound Effects Volume. 2. In the Sound Effects Volume screen, select the sound effects volume you prefer for your TiVo DVR (Low, Medium, or High).

  • Page 211: Channels

    Channels The channel settings allow you to control the channels that appear in the Guide, rate different channels, check signal strength, and scan for available channels. From TiVo Central, choose Settings & Messages > Settings > Channels (Figure 20–5). Figure 20–5: Channel Settings menu Channel List—Lets you select channels (including favorites) for your Guide lineup.

  • Page 212: Displays

    The display settings allow you to set closed captioning, toggle the lights on the front of the DVR on or off, toggle the Video Window on or off, or customize the Discovery Bar. From TiVo Central, choose Settings & Messages > Settings > Displays (Figure 20–7).

  • Page 213: Network

    Closed Captioning—Lets you change the Closed Captioning settings.  Lights on the Front of the TiVo box—Lets you toggle the lights on the front of the DVR  on or off. Customize Discovery Bar—Lets you choose the lists to show in the Discovery Bar.

  • Page 214: Parental Controls

    Use this DVR to create a MoCA network—Sets up the MoCA bridge that creates a  MoCA network in your environment. In this case, the TiVo DVR uses Ethernet as the network interface. View network status—Lets you view network status details, such as Auto-config TCP/IP, ...

  • Page 215: Purchase Controls

    155. Purchase Controls You can require that a PIN be entered for purchasing VOD or Pay Per View TV shows or movies. From TiVo Central, choose Settings & Messages > Settings > Purchase Controls (Figure 20–10). Figure 20–10: Purchase Controls screen Allow purchases without a PIN—No limits on purchasing.

  • Page 216: Recording

    TiVo Suggestions—Lets you decide if you want TiVo Suggestions to automatically be  recorded if there is space. Remote, CableCARD, & Devices From TiVo Central, choose Settings & Messages > Settings > Remote, CableCARD, & Devices (Figure 20–12). Chapter 20 — Settings and Messages...
  • Page 217 External Storage—Indicates if an external storage device is installed.  Name this TiVo box—Lets you select a name for your DVR from the list of your network  DVRs, or create a name of your choosing by using the on-screen keypad.
  • Page 218 Settings You will need to enter your Media Access Key (MAK) into the TiVo App on each device. To get your MAK, see Account & System Info on page 221. Remote Control Setup  For details about using the TiVo remote control, see TiVo Remote Control on page 93.

  • Page 219: Video

    Aspect Correction Mode [Full or Panel]—Alters the way video is displayed. Also lets  you use the Zoom button on the TiVo remote control to zoom in as you watch a show. Letterbox Color [Black or Gray]—Sets the color of the empty space on some televisions ...
  • Page 220 Figure 20–14: Messages envelope Depending on the CableCo agreement with TiVo, the MSO might be able to provide message text in a specified format so TiVo can publish it through the TiVo Service. The MSO might also have the ability to publish their own messages as well, which is defined in the API User Guide for TiVo Services.

  • Page 221: Account & System Info

    The System Information screens contain read-only information about the TiVo device and the TiVo Service account. You can see the TiVo Service Number (TSN), the TiVo device manufacturer, model number, software version, storage capacity, information about recent connections to the TiVo Service, and more.
  • Page 222  TiVo Service Number—A unique 15-character alphanumeric identifier for the DVR. This  number is also found on the back of the TiVo DVR. The first three digits identify the model of the DVR. Netflix ESN—Netflix electronic serial number. ...
  • Page 223 (PGD). Collab Slice Version—Input to the TiVo Suggestions feature implemented by the client.  CableCARD—Indicates if an M-Card is active for TiVo T6 DVR and later DVRs.  External Storage—Indicates if a DVR expander is connected to the eSATA port.
  • Page 224 TiVo software. VCM Connection—Virtual Channel Manager (VCM) shows details about synchronizing  internal data. TiVo uses this data for the To Do List and OnePass Manager. Last Attempt—Date and time  Last Successful—Date and time ...

  • Page 225: Help

    Help Help The Help functions can provide information and guidance on some basic troubleshooting situations. From TiVo Central, choose Settings & Messages > Help (Figure 20–17). Figure 20–17: Help menu Restart or Reset—Instructions for restarting, resetting, or clearing. When you choose one ...

  • Page 226: Standby

    349. Standby When you select Standby, the device goes into Standby mode until you press the TiVo button or Live TV on the TiVo remote control to turn on the device. From TiVo Central, choose Settings & Messages > Standby (Figure 20–18).
  • Page 227 External Applications ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 228 TiVo Product Support Handbook for MSOs...

  • Page 229: Tivo App

    TiVo App As a companion for the TiVo DVR, TiVo App lets you search, browse, discover, and share programs without ever interrupting what you are watching. Note: TiVo App is primarily designed for retail users. There are also customized versions of TiVo App for MSOs, which have the same functionality as the retail equivalent except that the SAML protocol (single sign-on) is integrated with the MSO’s Identity Provider (IdP)

  • Page 230: Requirements

    Requirements Requirements To use the TiVo App, you need either a DVR with a transcoder (TiVo T6 DVR or TiVo-Pace MG1 DVR), or a TiVo DVR (TiVo Roamio DVR or TiVo Premiere Q DVR) coupled with a TiVo Stream. The TiVo DVR must be running software version 20.4.6 or later. To check the software version, from TiVo Central, choose Settings &...

  • Page 231: Offline Mode

    Use Offline mode when no Internet connection is available. On the Sign in screen, select My Shows to view sideloaded content on the tablet or mobile device. Table 21–1 summarizes what TiVo App features are available by device and mode. Table 21–1: TiVo App features available by device and mode Local...

  • Page 232: Downloading And Activating Tivo App

    Downloading and activating TiVo App Downloading and activating TiVo App 1. Download TiVo App from the App Store or from the Google Play store. The Amazon Kindle Fire can download the Android TiVo App from the Amazon App Store. 2. Confirm that the TiVo DVR is connected to the wireless network.

  • Page 233: Signing Out Of Tivo App

    Signing out of TiVo App Figure 21–2: Select a TiVo Box (iPad) Note: When signing in to the customized CableCo-branded TiVo App, your user login and password are your CableCo credentials (Figure 21–3). Figure 21–3: Log in to CableCo version Signing out of TiVo App 1.

  • Page 234: Accessing Settings

    Accessing settings Figure 21–4: Sign out (iPad) 2. Tap the final Sign out button. Accessing settings 1. Tap Settings (Figure 21–5). Figure 21–5: Settings menu (iPad) Chapter 21 — TiVo App...

  • Page 235: Setting Up Out-Of-Home Video Streaming

    TiVo User Agreement—Displays the TiVo User Agreement.  Privacy Policy—TiVo Privacy Policy.  Legal Notices—Legal notices.  Reset application—Allows you to reset all data that is stored on TiVo App. After a  reset, you must re-enter your www.tivo.com credentials, Facebook credentials, and Twitter credentials.
  • Page 236 (Figure 21–6). In-home streaming is automatically selected. Figure 21–6: Streaming Setup (iPad) 3. Agree to the TiVo User Agreement. 4. Tap Start Setup, and then tap Done or Tutorial after successful completion of setup (Figure 21–7). Figure 21–7: Ready to stream (iPad)

  • Page 237: Using Tivo App

    Note: TiVo App displays only the action buttons that are applicable to the functions available for the content in the Info pane. Note: If there is a TiVo DVR in the household, OnePass is available only in TiVo App once the selected TiVo DVR has OnePass enabled. If the selected TiVo DVR does not support OnePass, TiVo App will continue to use the Season Pass feature.

  • Page 238: What To Watch

    Favorite Channels—A list of up to 20 programs that are currently airing or about to air,  filtered by the favorite channels that are set up on the TiVo DVR Popular YouTube—A list of the 20 most popular videos posted on YouTube ...
  • Page 239 Taping the poster art displays details about the selected content and some options to explore. To manage What to Watch 1. Tap the What to Watch settings wheel to manage the order of the feeds displayed (Figure 21–10). ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 240 1. Tap Create Custom Strips to create up to 20 custom strips in addition to the default feeds described previously. 2. Select from your favorite hobbies and interests, TV and movie genres, and more (Figure 21–11). Figure 21–11: Create Custom Strips (iPad) Chapter 21 — TiVo App...
  • Page 241 6. Tap Done. The newly-created feeds appear to the left of the existing What to Watch feeds. These feeds are specific to the device they were created on. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 242 Figure 21–14: What to Watch filter (iPad) To watch now When using the device in Local mode and connected to the TiVo DVR, TiVo App becomes content- aware. When selecting the Info tab, the content currently being viewed on the foreground tuner of the...
  • Page 243 3. Tap Watch Now and choose the mobile device. Your TiVo DVR starts recording the show (Figure 21–17), and the show immediately begins streaming to your mobile device. Figure 21–17: Stream Live TV (iPad) ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 244 Using TiVo App To access CableCo VOD You can access Video on Demand (VOD) in two ways from the TiVo App remote control: Tap On Demand to go directly to your own VOD offerings  Use the TiVo menus to browse or search for a movie or show ...
  • Page 245 1. Tap a show title to display information about the show in the top half of the screen. 2. Tap Get this show, and then tap Create a OnePass (Figure 21–21). ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 246 OnePasses for new TV shows and off-season TV shows before they are available in the Guide. Note: If there is a TiVo DVR in the household, OnePass is available only in TiVo App once the selected TiVo DVR has OnePass enabled. If the selected TiVo DVR does not support OnePass, TiVo App will continue to use the Season Pass feature.
  • Page 247 1. Tap a show title to display information about the show in the top half of the screen. 2. Tap Get this show, and then tap Add season x streaming videos (Figure 21–24). ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 248: Info

    (such as 10:00am - 10:30am), season #, episode #, rating, genre, and much more. Note: Info is available only in Local mode. Figure 21–25: Info pane (iPad) Chapter 21 — TiVo App...

  • Page 249: Guide

    You can also switch between shows recorded on the TiVo DVR and those that have been sideloaded to the mobile device by selecting “On DVR” or “On iPhone”/“On iPad” as applicable. Sideloading requires you to have a TiVo Stream or TiVo T6 DVR on the account, and the feature enabled by CableCo.
  • Page 250 Facebook, or Twitter. To sort and view your series folders in My Shows Similar to OnePass on the TiVo DVR, there are three views (My Episodes, All Episodes, and Recordings) within each series folder. The My Episodes view (Figure 21–28) is the default view when...
  • Page 251 1. Tap a show title to display information about the show in the top half of the screen. 2. Tap Download to display the Download Options screen (Figure 21–30). Figure 21–30: Download Options screen (iPad) ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 252: Browse

    WiFi. Note: MSOs can choose to customize the streaming and sideloading policies on DVRs for both Apple iOS and Android. Note: Premium content sideloading is available only on retail TiVo DVRs; it is not available on CableCo-branded TiVo DVRs. Browse...
  • Page 253 To browse by collections The content displayed in collections (Figure 21–32) generally relies on metadata brought into the TiVo Mind metadata repository from a variety of sources, such as Gracenote and selected content providers. Figure 21–32: Browse by Collections (iPad)

  • Page 254: Manage

    Figure 21–34: Share on Facebook (iPad) Manage While in Local mode, you can use TiVo App to remotely manage the To Do List and the OnePass recordings of the selected TiVo DVR. The action buttons available within the Info pane allow you to explore, manage a OnePass, view upcoming shows, and post to social media accounts.
  • Page 255 To change the priority of a OnePass 1. Tap Manage (iPad) or More (iPhone or iPod touch) at the bottom of the screen. 2. Tap OnePasses (Figure 21–36). Figure 21–36: OnePasses (iPad) ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 256: Search

     you’re interested in. You can also search on channel number, call sign, or name. To browse the Guide, tap the TiVo icon and then tap Guide. Scroll the Guide up or down  to view more listings. (You can also search for particular channels by tapping the Channel Search icon at the top of the Channel column.)
  • Page 257 Tap Browse to browse collections of related content (such as award winners), or to browse  by category (such as TV, movies, or sports). Tap Info to display information about the show that’s currently airing on the TiVo DVR  (Figure 21–39).
  • Page 258 21–40) finds shows that match your search criteria on any channel that you receive. Figure 21–40: WishList Recording Options (iPad) On the WishList Recording Options screen, set the recording options you prefer, and then choose Save WishList with these options. Chapter 21 — TiVo App...

  • Page 259: Remote Control

    Using TiVo App Remote control When using the device in Local mode while connected to a TiVo DVR, you can control Live TV and recorded shows, or navigate the TiVo menus by using a virtual remote control within TiVo App. The virtual remote control provides two modes of operation;...
  • Page 260 30-second advance). You can also give Thumbs Up or Thumbs Down ratings. The buttons on the left of the screen are used to navigate the TiVo menus. b. iPhone or iPod touch—To show the remote control buttons for navigating the TiVo menus and controlling playback, tap More at the bottom of the screen, and then tap Remote Control.

  • Page 261: Troubleshooting Issues With Tivo App

    31339  If the ports aren’t blocked and there are still problems seeing the TiVo DVR, you might need to use your computer to check for duplicate network Service Set Identifiers (SSIDs). An SSID is the public name of a wireless network. The instructions and software used to check SSIDs varies depending on the OS you use.
  • Page 262 Chapter 21 — TiVo App...

  • Page 263: Tivo Desktop Plus For Pc

    TiVo Desktop Plus for PC Use TiVo Desktop Plus for PC to publish content so you can view your personal photos or listen to your personal music library on your TiVo device. This chapter covers the following topics: Features on page 263 ...

  • Page 264: Requirements

     RAM—1 GB RAM  See the Support articles on the TiVo Support website for the latest list of devices that work with TiVo Desktop Plus for PC. Installing TiVo Desktop Plus The instructions on the TiVo Support website are summarized here: 1.

  • Page 265: Using Tivo Desktop Plus

    Using TiVo Desktop Plus Warning: Do not attempt to install or remove TiVo Desktop Plus by using the Windows Remote Desktop Plus feature. The TiVo Desktop Plus installation and removal programs do not support remote access functionality. Using TiVo Desktop Plus This section shows you how to perform some common tasks, such as transferring shows, playing transferred shows, converting recordings to a mobile format, and publishing music and photos.

  • Page 266: To Adjust For A Firewall

    All TiVo devices in your setup must have the same MAK value, which means they must be on the same account. If you have multiple TiVo devices that have different MAKs, those TiVo devices are not on the same subscriber account.

  • Page 267: To Upgrade Legacy Tivo Desktop To Tivo Desktop Plus For Pc

    View > Transfer Status. Digital copyright restrictions Not all programs can be transferred using TiVo Desktop Plus, due to the use of copy protection mechanisms permitted under the FCC encoding rules. Some shows cannot be transferred because of ∅...

  • Page 268: To Play Recordings Transferred To The Pc

    To play recordings transferred to the PC To play transferred videos, go to the My Shows list in the main TiVo Desktop Plus window, select any title, and then click Play. If recordings are set to auto-transfer, then as soon as a transfer starts, you can watch the video immediately.

  • Page 269: To Convert Recordings For A Mobile Device

    2. Select the file format. To publish and remove music TiVo Desktop Plus works with music in the MP3 format, and with playlists in the following formats used by common PC music players: M3U, PLS, ASX, and B4S. 1. From TiVo Desktop Plus, click Share Music, Photos, & Videos.

  • Page 270: To Enable Photos

    Add Photos window. Note: Publishing photos means making photo files available over the home network to the TiVo device. Publishing does not copy photo files to the TiVo device, so published photos doesn’t use any space on the TiVo device.

  • Page 271: To View Photos

    3. You might be prompted to install the latest version of JRE if you do not already have it. Note: When you first enable Preview Photos 2.0, TiVo Desktop Plus might restart and attempt to download the latest version of TiVo Desktop Plus.

  • Page 272: To Sort Photos

    In addition to the Support articles on the TiVo Support website, the following information can assist in resolving issues using TiVo Desktop Plus. Lost key To retrieve the TiVo Desktop Plus key, log in to My Account on www.tivo.com, and then check Order History. Poor system performance If the TiVo Desktop Plus software slows down other applications on the PC, you might want to lower the Activity level.

  • Page 273: Tivo Desktop Plus Doesn't See A Recording On The Tivo Device

    TiVo Desktop Plus doesn’t see a recording on the TiVo device 1. Check that both computer and TiVo device are on. 2. Check that the MAK is the same on both the TiVo device and the TiVo Desktop Plus software.
  • Page 274 Chapter 22 — TiVo Desktop Plus for PC...

  • Page 275: Tivo Web Portal

    The TiVo Web Portal can be accessed from home or away, and does not require a specific software application. A subscriber can search and browse the TiVo Web Portal, and then link to the content provider’s website to play the asset.

  • Page 276: Tivo Web Portal User Modes

    Figure 23–1: TiVo Web Portal component overview When a subscriber logs in to the TiVo Web Portal, information about the subscriber, account, and TiVo devices is exchanged among the subscriber, the MSO, and the TiVo client application via the Security Assertion Markup Language (SAML 2.0) protocol.

  • Page 277: Tivo Web Portal Supported Browsers

    Chrome 40.x+ Logging in to the TiVo Web Portal If the subscriber has one or more TiVo DVRs on the same subscriber account, the TiVo Web Portal allows for control of the DVRs via the TiVo Service. 1. Go to the MSO-provided URL for the TiVo Web Portal.

  • Page 278: Using The Tivo Web Portal

    23–3) can help you learn more about the content, watch it now, record to watch later, create a OnePass, discover upcoming episodes, and much more. Note: The TiVo Web Portal displays only the action buttons that are applicable to the functions available for the content in the Info pane.
  • Page 279 Using the TiVo Web Portal Table 23–3: TiVo Web Portal action buttons (continued) Button icon Action Displayed if you have scheduled an individual recording or a OnePass for the series. When clicked, you can modify recording or OnePass options, or add this streaming video to My Shows.

  • Page 280: What To Watch

    Using the TiVo Web Portal What to Watch What to Watch is the default home page for the TiVo Web Portal (Figure 23–2). TiVo Web Portal menu Search icon My TV Shows My Movies Figure 23–2: What to Watch What to Watch has the following modules: Just For Me ...
  • Page 281 My TV Shows—Presents a filtered view of the episodic TV shows available in My  Shows. My Movies—Presents a filtered view of the movies available in My Shows.  The TV module focuses on episodic TV shows (Figure 23–4). ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 282 On Later—Presents recommended TV shows that will broadcast later today.  Top TV This Week—Presents recommended TV shows that will broadcast later this week.  Movies The Movies module focuses on movies (Figure 23–5). Chapter 23 — TiVo Web Portal...
  • Page 283 Movies on Later—Presents recommended movies that will broadcast later today.  Now Available for Streaming—Presents recommended movies available on streaming  services. New Releases—Presents recommended movies newly available on streaming services.  ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 284 Sports on Now—Presents recommended sports programs that are currently airing.  Sports on Later—Presents recommended sports programs that will broadcast later today.  Top Sports This Week—Presents recommended sports programs that will broadcast on TV  later this week. Chapter 23 — TiVo Web Portal...
  • Page 285 Kids and Family Movies—Presents recommended kids movies that will broadcast on TV  later this week. Live TV Apps The Live TV Apps module focuses on websites that provide a Live TV feed (Figure 23–8). ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 286 This module presents shortcuts to websites that support live TV. To display asset information By default, the information related to the highlighted asset in What to Watch is displayed above the carousel (Figure 23–9). Figure 23–9: Asset information Chapter 23 — TiVo Web Portal...
  • Page 287 Content in each of the What to Watch modules is populated by the TiVo Service. Note: This content is not configurable by the MSO. Both linear and Video On Demand (VOD) content is available on the TiVo Web Portal. Content is available from a variety of content providers through What to Watch, My Shows, Guide, Browse, Manage, and Search.
  • Page 288 A sub-menu expands, which includes action buttons to create a OnePass, record this episode, or add streaming videos to My Shows (Figure 23–11). Figure 23–11: Program information 3. Click Record this episode. The Recording Options screen appears (Figure 23–12). Figure 23–12: Recording Options screen Chapter 23 — TiVo Web Portal...
  • Page 289 Using the TiVo Web Portal 4. Set the recording options you prefer, and then click Record episode with these options to record the show on the selected TiVo DVR. To create a OnePass 1. Choose a show to record. Program information appears, which includes action buttons to get this show or see upcoming episodes.
  • Page 290 Using the TiVo Web Portal Note: If there is a TiVo DVR in the household, OnePass is available only in the TiVo Web Portal after the selected TiVo DVR has OnePass enabled. If the selected TiVo DVR does not support OnePass, the TiVo Web Portal continues to use the Season Pass feature.

  • Page 291: My Shows

    My Shows is where you can manage the recordings contained on the primary TiVo DVR on the same account, as well as streaming videos added to the My Shows list. Similar to the experience on the TiVo DVR, the TiVo Web Portal displays content sorted by series in folders that expand or collapse on selection.
  • Page 292 Similar to OnePass on the TiVo DVR, there are three views (My Episodes, All Episodes, and Recordings) within each series folder. In addition to the three views, the TiVo Web Portal adds an additional Watch Online view, which highlights all episodes that are available to watch online, for a series independent of the OnePass created.

  • Page 293: Guide

    You can delete recordings, streaming videos, and entire folders. Deleting a show that is available both as a recording on a TiVo DVR and as an online asset on the TiVo Web Portal does not delete the show from the TiVo DVR.
  • Page 294 OnePasses, and find upcoming episodes. On the TiVo Web Portal, you can only view shows that are available online. If a show is not available for online viewing, you can record it on the TiVo DVR.
  • Page 295 If you haven’t designated any favorite channels yet, you can do so as follows: 1. From TiVo Central, choose Settings & Messages > Settings > Channels > Channel List. 2. Indicate a favorite channel by selecting the channel in the Channel List and pressing Thumbs Up.

  • Page 296: Program Information

    Click 24 Hours > to see what’s going to be playing tomorrow at the same time.  Program information When you select a show within the Guide, additional information about the program is displayed (Figure 23–25). Figure 23–25: Program information Chapter 23 — TiVo Web Portal...

  • Page 297: Browse

    Browse allows you to find the programs that are of interest to you. When you click Browse, the TV screen appears first (Figure 23–26). Figure 23–26: Browse TV ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 298 (when available), episode description, genre, and network (when available). If you have previously scheduled a OnePass or recording for this show, that information is displayed. If you have rated this asset, the thumb rating is displayed as well. All available action buttons are displayed. Chapter 23 — TiVo Web Portal...
  • Page 299 Most Popular—Displays the shows rated most popular to least popular (default).  Popularity is based on rankings within the TiVo Service, and is gathered from information such as OnePass settings and other usage data captured by TiVo. Newest—Displays the newest show based on the first-aired date.
  • Page 300 To browse movies 1. To browse for movies, choose Browse > Movies (Figure 23–31). Figure 23–31: Browse Movies 2. Choose the movie you want to view. You can also filter movies by Genre or Network. Chapter 23 — TiVo Web Portal...

  • Page 301: Manage

    You can also filter sports by Genre or Network. Manage You can use the TiVo Web Portal to remotely manage OnePasses and recordings of the selected TiVo DVR. Any changes made in the TiVo Web Portal are immediately reflected on the TiVo DVR.
  • Page 302 To change the priority of a OnePass 1. Choose Manage > OnePass Manager (Figure 23–33). Figure 23–33: OnePass Manager 2. Choose a OnePass to re-prioritize. 3. Drag and drop to change the priority of the OnePass. Chapter 23 — TiVo Web Portal...
  • Page 303 Figure 23–34: Transfer Recordings 2. Choose which TiVo DVR to transfer from. A list of recordings on the selected TiVo DVR appears, sorted by the date added or alphabetically. 3. Choose a single recording, multiple recordings, or all recordings to transfer.
  • Page 304 To manage the To Do List 1. Choose Manage > To Do List. 2. Click Edit. 3. Select the checkbox next to the episodes you want to delete. The Delete button turns red (Figure 23–36). Chapter 23 — TiVo Web Portal...

  • Page 305: Search

    5. In the Cancel Recording screen, click Yes, cancel this recording to continue with the deletion. Search On every screen of the TiVo Web Portal, the search icon is located in the right corner (Figure 23–37). Figure 23–37: Search bar As you enter information into the search bar, the TiVo Web Portal provides real-time, predictive search results across linear TV and VOD assets.
  • Page 306 1. From either search results or Browse, choose the item that you want to create a WishList Search for. The asset information includes the WishList button (Figure 23–39). Figure 23–39: WishList Search 2. Click WishList. A confirmation screen appears. The selected WishList Search has been created. Chapter 23 — TiVo Web Portal...

  • Page 307: Launching The Hulu Embedded Video Player

    Launching the Hulu embedded video player Launching the Hulu embedded video player The TiVo Web Portal provides an integrated playback experience for the Hulu embedded video player. The Hulu embedded player supports free Hulu content that launches the content directly from Watch now rather than linking to the content provider’s website.
  • Page 308 Chapter 23 — TiVo Web Portal...

  • Page 309: Tivo Service And Support

    TiVo Service and Support ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 310 TiVo Product Support Handbook for MSOs...

  • Page 311: Online Account Management

    You can manage many aspects of your account online by using My Account on www.tivo.com. These changes are not reported back to the MSO billing system, so they don’t affect your cable or broadband account record. These changes are applied to the TiVo account and are visible in the TiVo support ticketing system.

  • Page 312: To Create A New Account

    5. Enter the pass phrase to generate an email with a temporary password. 6. Log in using the temporary password, and then set up a new password for the account. This process confirms that you own the email address and have access to the TiVo device with the TSN you entered.

  • Page 313: To Change Contact Information

    Managing My Account To change contact information To change the name, address, or phone number on the TiVo Service account record, choose Change contact info in the left navigation pane, and then enter the new information (Figure 24–3). Figure 24–3: Change contact information screen To change your password or email address 1.

  • Page 314: To Set Up Mobile Scheduling

    Figure 24–4: Change login information screen To set up mobile scheduling If you are on the go, you can use your tablet or your browser-enabled phone to schedule recordings using a simplified interface; see TiVo App on page 229. Chapter 24 — Online Account Management...

  • Page 315: The Tivo Service Lifecycle

    Preparing a TiVo device for another subscriber If you are preparing a TiVo device that has already been with one subscriber so that another subscriber can receive it, make sure to clear and delete everything. From TiVo Central, choose Settings &...

  • Page 316: Service States

    Service states Service states The service states described in Table 25–1 are a subset of retail TiVo Service states. For any service state number not listed, contact TiVo Customer Support. Table 25–1: Service states Service Account state Description Service state trigger...

  • Page 317: Functionality Associated With Service States

    Service state functionality with the Program Guide Data (PGD) Table 25–2 lists the functionality available in each service state, and the impact if the network is not available but the PGD is available. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 318 Cannot stream. PGD refreshed No PGD refresh. Access OnePass No impact. Manager Discovery Bar No Discovery Bar. Launch interactive Interactive applications applications not available. View TiVo Help Help application not application available. Chapter 25 — Working with the TiVo Service...

  • Page 319: Service State Functionality Without The Program Guide Data

    WishList functions If there is no PGD, a message appears and WishList doesn’t work. TiVo Suggestions If there is no PGD, a message appears instead of TiVo Suggestions. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 320: Managing Service States

     To find the current service state On the System Information screen, the TiVo device lists its current service state in the TiVo Service Account Status field. From TiVo Central, choose Settings & Messages > Account & System Info >...

  • Page 321: To Set A Device To Service State 3

    In service state 8, the subscriber has no service and cannot do anything with the TiVo device. When the TiVo device is received by the MSO, the Reset Tool can be used to change the service state back to 22 (Grace period). The device is then ready to be restaged for the next subscriber.

  • Page 322: Resetting A Forgotten Pin

    Resetting a forgotten PIN Resetting a forgotten PIN TiVo subscribers who have forgotten their PIN need to contact TiVo Customer Support for information on how to reset it. MSOs should use a API call, which is defined in the TiVo Provisioning Web Services resetPin Guide.
  • Page 323 Subscriber sees Troubleshoot for after paying bill Canceled message. networking issue, because they still then force see Canceled connection so message. device can pick up its new service state. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 324 Chapter 25 — Working with the TiVo Service...

  • Page 325: Diagnostics

    349, and the TiVo Support website. TiVo box diagnostics TiVo box diagnostics information can be used to confirm the tuner state, to diagnose signal strength issues, to see what channel the tuner is tuned to, and more. From TiVo Central, choose Settings & Messages > Account & System Info > TiVo box Diagnostics (Figure 26–1).
  • Page 326 TiVo box diagnostics The read-only TiVo box diagnostic information is displayed on multiple screens. Use the up and down arrows to scroll through the fields. Tuner—Indicates which tuner you are viewing. The first page shows diagnostics for Tuner  0, the next page shows diagnostics for Tuner 1, and so on.
  • Page 327 CCI Byte—Determines the level of copy protection on the current channel.  No copy protection is 0x00 (copy-freely). You can transfer shows to your computer  using TiVo Desktop Plus or use the Multi-Room Viewing feature to transfer them to another TiVo DVR. Other possible values include: ...
  • Page 328 VCT ID—Defines what Virtual Channel Table (VCT) the CableCARD is to pass to the  TiVo box. The CableCARD can receive multiple VCTs, so this defines which one is used. OOB Signal Lock—Yes or No. Yes indicates the Out of Band (OOB) signal has locked.
  • Page 329 Network Controller ID—The ID of the Network Controller that the CableCARD talks to.  Network VCT ID—The VCT used to talk to the Network Controller. The TiVo box uses  the Network VCT ID and the Network Controller ID values to connect to the VOD server.
  • Page 330 TiVo box diagnostics Marker Frequency—The frequency in KHz used to tag channels as SDV channels.  Homing Frequencies—The frequencies in KHz from which the device attempts to acquire  the Mini Carousel. Channel List Received—Yes or No. Yes if a channel list has been provided by an external ...

  • Page 331: Cal Diagnostics

    Library (CAL) software on the set-top box, to display the in-band data, and to access other information that might be needed to resolve possible activation issues. From TiVo Central, choose Settings & Messages > Account & System Info > Conditional Access Menu.

  • Page 332: Device Status

    CAL diagnostics Virtual Channel Table on page 334  CalAgent Diagnostics on page 335  Device Status The Device Status screen (Figure 26–3) indicates the status of the CAL software on the set-top box. Figure 26–3: Device Status screen The Device Status screen has the following fields: Current Mode—How far the network porting kit (NPK) has been able to get in the CAL ...

  • Page 333: Table Collection Stats

    VerChg—The number of version changes the set-top box has made to the CAT.  Sections—The number of times the CAT has been received by the set-top box.  ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...

  • Page 334: Virtual Channel Table

    CAL diagnostics Note: Select Refresh to see whether table data continues to be received by the set-top box. Select Reset Counters to reset all values to 0. Virtual Channel Table The VCT screen (Figure 26–5) displays the tuning details that the headend is transmitting to the set- top box for every channel in the Channel List.

  • Page 335: Calagent Diagnostics

    The options on the CalAgent Diagnostics menu are described in the following sections. General Info The General Info screen (Figure 26–7) displays general information for the set-top box. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 336 HW ID—The hardware version of the set-top box. This is helpful if there are known  issues with specific hardware versions of the set-top box. Serial Number—The hardware’s serial number, not to be confused with the TiVo Service  Number (TSN).
  • Page 337 Site Error Count—The current number of site errors the set-top box has detected. If this  count reaches the Max Site Errors value, the set-top box deactivates. Ideally, this value is ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 338 Site Code (configured)—The site code that was configured into the set-top box when it  was activated. Site Code (system)—The site code that was most recently sent by the headend. Ideally,  this value is the same as the configured value. Guide Data ID—Used for CAL certification.
  • Page 339 26–11) displays information about what headend messages the set-top box has received. Very useful when trying to determine if a set-top box is currently receiving the CAL information. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 340 CAL diagnostics Figure 26–11: Received Message screen The Received Message screen has the following fields: STT—The number of STT messages the set-top box has received since the set-top box  powered up, or since the last time the counters were reset. Ops—The number of Ops messages the set-top box has received since the set-top box ...
  • Page 341 State, County, and County Subdivision are passed along to the set-top box. The AGM screen (Figure 26–13) displays information related to Application Gateway Messages (AGM) that a headend might send. ® TiVo Product Support Handbook for MSOs • TiVo Proprietary and Confidential...
  • Page 342 CAL diagnostics Figure 26–13: AGM screen The AGM screen has the following fields: AGM PID—Used for CAL certification. Not relevant for MSOs.  Received—Used for CAL certification. Not relevant for MSOs.  Valid—Used for CAL certification. Not relevant for MSOs. ...

  • Page 343: Checking The Signal Strength

    This is useful for diagnosing macro-blocking problems. The TiVo device can display a Signal Strength Meter over the video of the current channel. You can key in the specific channel number, or use the Channel Up and Channel Down buttons to check the signal strength on various channels.

  • Page 344: Network Connection

    The Network Connection screens display information that can be used to diagnose problems with the network, to change network settings, or to force an immediate connection to the TiVo Service. The network settings shown vary depending on whether you are using wired or wireless network.
  • Page 345 Wireless security—The type of encryption security.  Auto-config TCP/IP  IP address—The IP address of the TiVo device.  Gateway address—The IP address of the network gateway, which provides an entry  point and an exit point in the network and connects the internal networks and the outside network (Internet).

  • Page 346: Network Diagnostics

    The Network Diagnostics screens display information for diagnosing problems with the network, viewing the transfer history, seeing port configuration test results, viewing DNS resolution test results, or testing the connection to the TiVo Service. From TiVo Central, choose Settings & Messages > Settings > Network > View network diagnostics (Figure 26–17).

  • Page 347: Checking The Daily Tivo Service Connection

    The information captured in the daily TiVo Service connection is a snapshot of the state of the TiVo device at the beginning of the connection. Updates to the TiVo device don’t show up until the next connection.

  • Page 348: Checking The Tuning Adapter (Mmi)

    Checking the tuning adapter (MMI) If a Switched Digital Video (SDV) tuning adapter is attached, the TiVo device displays the Tuning Adapter Man-Machine Interface (MMI) screens, in compliance with the CableLabs specification. From TiVo Central, choose Settings & Messages > Account & System Info > Tuning Adapter.

  • Page 349: Troubleshooting

     Troubleshooting issues with installation and activation on page 322  In addition to the material in this handbook, TiVo provides extensive information in the articles on the TiVo Support website. ® TiVo Product Support Handbook for MSOs • TiVo...

  • Page 350: Using System Information Screens For Troubleshooting

    TiVo Service Number (TSN)—The 15-digit alphanumeric that uniquely identifies a TiVo  DVR. The TSN code is what TiVo uses to attach a service plan to any TiVo DVR. The TSN is embedded electronically in a chip on the motherboard of each TiVo DVR. It is also printed on the back of each device on a label that usually surrounds the power supply, and is available in the System Information for the device.

  • Page 351: Using Diagnostic Screens For Troubleshooting

    Signal Strength—See Troubleshooting Digital Cable Signals on TiVo T6 DVR series  devices on the TiVo Support website for details about minimum and maximum values. Signal Lock—Either Yes or No. If No, see Troubleshooting Digital Cable Signals on TiVo ...

  • Page 352: Using The Port Configuration And Dns Resolution Tests

    The IT Device Web Service API provides the ability to send commands to the TiVo DVR and to collect data from the DVR.

  • Page 353: Audio Issues

    DVR is busy and nothing is wrong. This should clear up within seconds. If it doesn’t, troubleshoot the network connection. The TiVo DVR might appear to be frozen if the remote control is not working, or if you use a remote control that isn’t compatible with the DVR.

  • Page 354: Tivo Dvr Is Frozen On An Image

    4. After you see TiVo Central, reconnect the USB network adapter or Ethernet cable. Note: If the hard drive on the TiVo DVR is nearly full or the DVR just received a software update, it might take up to three restarts to restore functionality. After that, the TiVo DVR should function normally.

  • Page 355: Tivo Menu Is Frozen On An Hdui Screen

    DVR Expander Troubleshooting on the TiVo Support website. 5. If you still see the green screen after the TiVo DVR restarts, or if you have seen the green screen several times already, exchange the TiVo DVR. This issue is described in Green screen with a severe error message on the TiVo Support website.

  • Page 356: Lineup Issues

    MSO-TiVo devices, the MSO-TiVo devices must be added to your retail account. 3. When new MSO-TiVo devices are activated, the same email address must be used to make sure that the new devices are assigned to the correct Sharing group.

  • Page 357: Macroblocking, Tiling, And Pixelation Issues

    If you can’t see video or see a poor-quality picture on some or all of the channels, use the Signal Strength Meter on the TiVo DVR to determine if the TiVo DVR is receiving a signal and if the signal has sufficient strength for a good picture.

  • Page 358: Network Connection Issues

    Network connection issues Network connection issues The TiVo DVR should be connected to the network after you have verified that the modem, router, and PC are communicating correctly with your Internet Service Provider (ISP). You should also make sure that any security measures installed on the network are configured to allow the TiVo DVR to exchange information with the TiVo Service over the Internet.

  • Page 359: To Adjust Network Settings

    To set up a static IP address The TiVo software allows the subscriber to give the TiVo DVR a static IP address. To use a static IP address, choose an address that is not in the range of the DHCP server. The range information is available from the router.

  • Page 360: Program Guide Data And Channel Map Data Do Not Match

    1. Force a connection to the TiVo Service: from TiVo Central, choose Settings & Messages > Settings > Network > Connect to the TiVo service now. 2. If the TiVo DVR is not getting PGD after forcing a connection, check the connection history in the IT Device Web Service portal.

  • Page 361: Software Upgrade Issues

    Note: If a TiVo DVR is stuck on startup or is in a restart loop, allow it to restart up to three times to see if it can resolve the problem before initiating a service call.
  • Page 362 Chapter 27 — Troubleshooting...

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