Multi room DVR freezes when paused

Multi room DVR freezes when paused and won't play the show unless you change the channel. Unless you are recording that show, you can't go back to the point at which it was initially paused.

Sorry to hear about your box problems. Pull up the menu, then go to CUSTOMER SUPPORT, then IN HOME AGENT, then AUTO FIX COMMON DVR PROBLEMS. If you are still having this trouble, please send me a private message.
Anthony_VZ
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Similar Messages

Multi-Room DVR can't play recordings properly

Wondering if anyone else has this problem, or knows of a solution.
I have Multi-Room DVR. In the past, my biggest problem with it was that recordings would occasionally freeze when played on a remote box (i.e. not the main DVR box). I would have to reset the system and try to get past the moment in the recording that was causing the error. The key discovery was that the recording would play fine on the DVR itself, so the problem had something to do with the communication between the DVR and the remote box. It's as if there was an error in the recording that the DVR knew how to resolve during playback but the remote box didn't.
Now I'm having a new but similar problem. Recording plays fine on the DVR itself. On the remote box, when I hit a specific moment in the recording, it freezes for a second, then continues but th picture becomes pixelated. To imagine the picture, draw a horizontal line halfway up the picture. Everything above that line is fine. Below it, the right half of the image is now on the left and vice versa. Plus random pixelation. Also the sound becomes "pixelated" in the sense that it turns into a mess of beeps and stutters.
Once this happens during the recording, it continues until the end.
I know the recording itself is fine because the main DVR box can play it without error.
I talked to a tech. He reset the boxes and checked the connection levels. Everything seems fine. His advice was to monitor it, and if it happens again, they'll have to replace everything.
Anyone with a similar problem? Was it resolved by changing the boxes out?

Hello,
I would suggest the following:
From the non-DVR STB that has the pixelated recordings, try following troubleshooting steps:
Menu -- Customer Support -- In Home Agent -- Reboot STB
Menu -- Customer Support -- In Home Agent -- Set Top Box Auto-Correction
Also, if the problematic STB is a Motorola 6000 series, I'd recommend replacing it with a newer model.
Moreover, try the autocorrection technique for the MRDVR (if the above two are confirmed OK) via the remote.
Menu -- Customer Support -- In Home Agent -- Autofix MRDVR Issues
or DVR -- Autofix MRDVR Issues
If all else fails, contact Verizon's Technical Support at 1-888-553-1555.
By the way, if you have questions on your account or need to switch out equipment and there is a Verizon FiOS store in your area, then they can help you. You can give them a call; contacting the VZ FiOS store might be less time consuming than calling the 800 number for Customer Service. For technical-related matters, though, they'll connect you right through to Technical Support.
Here is a list of Verizon FiOS stores:
http://www22.verizon.com/Support/Residential/tv/fiostv/General+Support/Account+Issues/QuestionsOne/8...
Lastly, if the TV show is a fairly popular, the recorded episode might be available ON DEMAND via "Free & Premium" -- TV Shows --- By Network (find network name alphabetically) from the "On Demand" on the TV Remote.
Good luck!

New HD Multi Room DVR Issues (AV Syncing & DVR Error Message)

I recently upgraded our Multi Room DVR to the new HD compatible box. To date, we have had no problems with our Samsung which is hooked up to the primary DVR in our Family Room, the issue is with our 20" LG in the bedroom, which is hooked up to the new box.
The issues are:
1. Audio/Video Syncing - After watching a live program for a while the AV syncing becomes an issue. I find this mainly on HD channels, but it will also happen on the non HD channels as well.
2. 'No DVR Signal' - When watching a recorded HD program on the new box, we have gotten the a communication error message toward the end of the show. The only choice that the message gives us is to select OK, which stops the recording and takes us back to the main playback menu. When we try and fast forward to the part of the show where we got the message, the picture freezes and we can not watch any longer.
I have talked with Verizon and, initially, I thought that it was an issue with the activation since it happened the first night that we got the box, however, it has now happened twice in the same week.
I will say that we did not have this issue with the standard STB Multi Room DVR, it worked fine.
Sorry, if this issue has been discussed already...

TimSykes wrote:
mpruet wrote:
I recently upgraded our Multi Room DVR to the new HD compatible box. To date, we have had no problems with our Samsung which is hooked up to the primary DVR in our Family Room, the issue is with our 20" LG in the bedroom, which is hooked up to the new box.
The issues are:
1. Audio/Video Syncing - After watching a live program for a while the AV syncing becomes an issue. I find this mainly on HD channels, but it will also happen on the non HD channels as well.
2. 'No DVR Signal' - When watching a recorded HD program on the new box, we have gotten the a communication error message toward the end of the show. The only choice that the message gives us is to select OK, which stops the recording and takes us back to the main playback menu. When we try and fast forward to the part of the show where we got the message, the picture freezes and we can not watch any longer.
I have talked with Verizon and, initially, I thought that it was an issue with the activation since it happened the first night that we got the box, however, it has now happened twice in the same week.
I will say that we did not have this issue with the standard STB Multi Room DVR, it worked fine.
Sorry, if this issue has been discussed already...
1) I have not seen or heard about this issue yet.
2) This is a knows issue and they have a fix that will be rolled out on image 1.7 on the STB. And that should be out in the next few weeks.
Hey Thanks Tim for the update. The "Unable to Locate Hub" nag is really getting me. If Verizon fixes that issue I would be able to live with the other issues. I love the service except for the nag. It's a real killer to try and watch a show and the nag comes up.

Multi-room DVR and DVR

I recently added a multi-room dvr to my FIOS package along with the current DVR I have had since original installation. It doesn't seem they can share recordings between them. They are acting like DVRs, but tried a few combinatoins of recording and neither one sees recordings from the other. Is this a problem with my installation or configuration, or do I need a STB instead of a DVR to use multi-room DVR?
Thanks,

When you get the new IMG 1.9a update you will be able to share. Earlier versions do not support DVR to DVR streaming.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.

Multi-Room DVR Questions - switching to Fios

I am getting ready to make the switch to Verizon Fios and have lots of questions.
I am going to get a Multi-Room DVR and either 2 or 3 set-top boxes.
I have 4 tv's: A -Main (Living room) TV is STD-Def, B - Bedroom TV is Hi-Def 1080p, C - Bedroom TV is 720P, D - Other TV - STD Def .
1. Does it matter which TV I hook up the Multi-Room DVR to?
2. Can I record in STD-Def and then play back on the Hi-Def TV?
3. Can I record in Hi-Def and and then play back on the STD-Def TV?
4. Are the STB's the same for STD-Def and HD (in case I want to swich where I have the DVR)?
4a. If not, is ther a charge if I change the box from STD to HD?
5. Will I be able to watch any channels on a TV that has no STB or DVR?
6. What DVR functions are available on the STB's?
Play, Pause, FF, Rew? What about controlling the recording of shows?
9. Is there a "higher capacity" Multi-room DVR, and how do I get one?
7. What is the capacity of the multi-room DVR?
8. Can I add an external hard drive?
Thanks in advance for your help.
Regards,
Rich_L

Further qualifying a few items below ...
mphare wrote:
Additional Comment below
Anthony_VZ wrote:
1. Does it matter which TV I hook up the Multi-Room DVR to? No it does not.
2. Can I record in STD-Def and then play back on the Hi-Def TV? Yes
3. Can I record in Hi-Def and and then play back on the STD-Def TV? Yes but will be in a smaller box in the middle of the screen
4. Are the STB's the same for STD-Def and HD (in case I want to swich where I have the DVR)? Verizon only uses HD boxes now and will work with SD televisions. Verizon used to have SD boxes and last time I checked still had the basic SD terminal adapters -- these adapters do not support the guide or other expanding STB features including remote DVR access or on-Demand.
4a. If not, is ther a charge if I change the box from STD to HD? N/A
5. Will I be able to watch any channels on a TV that has no STB or DVR? If your TV has a QAM digital tuner you can watch the local stations only (channels 2-49)
6. What DVR functions are available on the STB's? You can pause and rewind live TV. You can set up a schedule to record all your favorite shows in advance so you don't have to set it back up every week. You can extend recording at the begining or end of show. You can set priority of shows incase there is a scheduling conflict. You can set a show to be protected so its only erased if you manually erase it. You can set how many episodes to keep. You can set whether to record either new episodes, repeats, or both. Pause and rewind live TV feature is on the DVR box only, not on the other STB's. You can pause and rewind DVR playback on these other boxes, but not live TV. Note also that you need to be in an area which has the newer IMG 1.9 to be able to setup recordings from remote STB's and/or extend a recording as these are new features in IMG 1.9.
9. Is there a "higher capacity" Multi-room DVR, and how do I get one? If you are not provided one at installation (depends if they are in stock or not) it can be ordered from out htttp://verizon.com/fiostvcentral website
It costs an additional $40 to order a 500 GB DVR if one is not provided at time of installation. I would hold out for one at that time so you don't have to pay the $40. You may be able to forgo the $40 upcharge if you can take your 160 GB DVR to a Verizon store and exchange it there (it they have the 500 GB DVR to exchange). I would ask for the 500GB DVR at installation and make sure they can provide it before accepting it.
7. What is the capacity of the multi-room DVR? 160gb for existing DVR 500gb for expanded DVR
8. Can I add an external hard drive? The set top boxes running IMG 1.9 have this capability. 1.9 is still in its initial stages of deployment and not in most areas.
I hope this answers your questions you had.

FIOS TV Multi Room DVR

Has anyone else been hung up on after - 10/24 my main tv screen goes blank and they send a replacement box - 10/29 upon return from business trip I learn that new box dropped all 27 hours of recorded programming and reflects no shows to record - this is contrary to the Represenation when I signed up in June - i was told multi room DVR would store this information if a box needed replacement - I plugged old box back in and informed technical support and billing that once i watched the 27 hours of recorded prorgammming I would leave if they would not give me two months free - Billing supervisor HUNG UP ON ME MID SENTENCE - I sat down for dinner after 60 minutes on the phone
when I turned TV back on screen is blank but I get sound - this was problem causing my wife to ask for new box - shipped 10/24
new technical support person said my blank screen meant my box was dead, duh that is why they sent new box in first place - new billing person offered me one day credit as it was first time I compained box was not working - she had no record of Oct 24 shipment of new box - Supervisor asked why I disconnected last call - Customer Retention Department in DC closes at 9pm - how ironic, I am offered direct line to call them in the AM between 8am and 9pm. - there is no way to get Customer Retention to actually speak with a customer directly about retaining them, the onus is on the customer to be retained.
Veriszon customer service is an oxymoron...

Hi SedgwickNW,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.

FIOS TV Multi Room DVR Video On Demand errors

I recently activated FIOS TV (already had FIOS Internet and Freedom phone) and received 5 STBs (1-QIP7216-1 DVR, two HD STBs a second HD DVR (QIP-6400 and a standard def STB) connected via COAX (MoCA) to an Actiontec Gen2 wireless router. Since the TV service install 1 month ago I have been on the phone with FIOS tech support at least a dozen times trying to resolve intermitent internet connectivity problems and most recently issues with FIOS TV features (i.e. Video on demand and multi-room DVR configurations). The Video on Demand issues would manifest as VOD_6 (request timeouts). Each time I worked with tech support to reset the router, power off the STB, etc and sometimes the VOD service would activate.
Last week VOD failed again and the FIOS tech I spoke to was havnig difficulties remotely connecting to my STBs (a common situation from previous tech support calls). He dispatched a technician to visit my home to check DB levels for each of my STBs. The field tech arrived two days ago and brought a new QIP7216-1 and a new router. It took over an hour for him to get them working even with help from remote support (they couldn't "see" the STBs). Once they were able to flush out the issues, he departed but unfortunately he left without enabling the multi-room DVR functionality. I called FIOS support yesterday and the remote technician had significant difficulties getting the "system" to recognize my configuration and he eventually broke off our call so he could escalate to Video support. He called me back hours later once he felt that they had resolved all the configuration issues and when I checked everything seemed to be working.
This morning I tried to program my DVD from my Verizon cellphone (this was working last week) and the DVR displayed a message that my account was not authorized. I called into FIOS support and the automated service attempted repair which included a "reload" of the STB firmware. Once the automated system felt I should be able to continue I noticed that the Video on Demand error VOD_5 happened when I tried to select it and now the option for Remote DVR programming is nolonger available on any menu!
I called back to tech support and the technician had me unplug and restart the STB but he was having issues remotely accessing the STB. He broke off the call explaining that he needed to escalate to Video Networking specialists and I'm awaiting his call back.
I am wondering if my experience is common and whether someone else has encountered (and resolved) these frustrating issues. I can't believe that Verizon expects users to have to re-boot routers and STBs anytime a feature is accessed. Hopefully one of the Verizon employees who monitor these forums can see some commonality and suggest a course of action that will bring relief. I have spent more hours troubleshooting my configuration than I've enjoyed the entertainment offerings, Please help!

Hi gr8scot,
Since my original post I can attest that I've made it through 2 weeks without any error messages or unavailable features (fingers and toes crossed) . I can identify with your frustration and hope that once they exorcise the demons from your configuration (if you hang on) it seems that eventually the solution stabilizes.
In my case I found some help by contacting the Verizon Customer Relations team at 800-483-7988. Once I got these folks engaged I can say that my blood pressure returned to lower levels as they were in daily communications with me until I was satisfied that my issues were resolved.
It's unfortunate that it had to get to that point for me (and for you too) but it was fairly apparent that something about my equipment configuration was confused within the Verizon FIOS provisioning applications (my issues seem to have developed around the time of any equipment or service changes). I spoke to some very dedicated and personable FIOS tech support agents (unfortunately I actually got to know them very well after spending hours on the phone). It was clear to me that they were doing the best that they could and the issues were way above their toolset and my big beef was the lack of communication that happened once the first level folks had to pass the problem off to either the "network group" or the developers.
Good luck and hope we both can eventually get to enjoy our entertainment systems.

Multi Room DVR Problem

Recently had FIOS TV installed and all was working fine until last night. We have the multi-room DVR and have 3 other HD boxes that were able to access the DVR.
Last night, one of the three HD boxes gave me an error when I tried to access the DVR and said it could not access the DVR.
I unplugged both the DVR and the HD box. Now, not only cannot I not access the DVR, the TV guide also does not work (i.e. does not give me any listings, just that info is not available) and also no access on VOD.
Any ideas?

Is your internet connection working? The router is what provides guide information to the TVs over the coax cable using MOCA. It sounds like you might have lost your MOCA signal.

Multi-Room DVR price increase

Just received a letter from Verizon stating that on 7/15/12, my 3 room multi-room DVR package will increase from $29.99 to $33.97. In the letter they said, "We are working right now to build a more exciting product, with even more TV channels in HD and new equipment in the home to allow you to view your favorite programs on all your screens". Does anyone have any idea what these exciting new features are and what new HD channels are they referring to? You would think they would roll out these new features and channels before increasing the price.

I called them about the price increase to find out the reason...the girl re-read me the message that appeared on my bill stating that they are now charging $2 more per box, so when I said, ok so the price just increased for no reason? And she said, yes ma'am. Nice... why did I sign a contract?

Multi-Room DVR and HD DVR?

Is it possible yet to have a multi-room DVR and an HD-DVR? I want to have my downstairs DVR be the multi-room DVR and be able to watch the shows that I record upstairs on that DVR in addition to the shows recorded downstairs. It seems I can never get a correct answer from Verizon sales until AFTER I attempt to do this and they send me the equipment! Twice now they told me it could be done, send me out a new box(no idea why when it is a software upgrade) and then when it does not work I call and tell them and they say it can not be done. I always tell them that I have 2 DVR's already and give my example. Today was the second time this happened and they sent me the older 6416 box when I had the 7 series. I hope this can be done soon or better yet they start putting bigger hard drives into the DVR's!
Solved!
Go to Solution.

I have been asking the same question for some time (since 12/2009) and get a reply of "sorry for the inconvenience". What kind of an answer is that? I have three HD set top boxes ... One is standard (no DVR), one is HD DVR, and one is a HOME Media DVR (multi room DVR). I would like to strongly suggest to VZ sales/management for FIOS TV, that VZ consider the development of a feature to allow all set top boxes to view all programs recorded on all DVRs regardless of type of DVR. Presently, only the standard HD can view the programs on the Home Media DVR. Standard HD STB cannot see the recorded programs on the HD DVR. The DVRs cannot see each others recorded programs.

Multi Room DVR will not record...only has option to get "Reminder "

Hi,
I am new to the forum and we just got verizon fios installed. We have a multi room DVR along with 2 HD set top boxes. When you go to the menu and hit Record to record a show, it says "you can't set a reminder for a show in progress". I don't want a reminder, I want to record it.
Also, when you try to set up the DVR to routinely record a weekly show, it only lets you set a reminder. Again, I don't want a reminder, I want to record.
I have tried this with the MR DVR and also the 2 HD set top boxes just to make sure I was using the right one. They all say the same thing.
Why can't I record onto my DVR? Please help!
Thanks.
Solved!
Go to Solution.

KevinSohila wrote:
I am new to the forum and we just got verizon fios installed. We have a multi room DVR along with 2 HD set top boxes. When you go to the menu and hit Record to record a show, it says "you can't set a reminder for a show in progress". I don't want a reminder, I want to record it.
You can only setup recordings from the DVR (QIP6416 or QIP7216). At this time, it is not possible to create or delete recordings remotely from the other set-top boxes.
The reminder feature is only found on the non-DVR boxes. Only the QIP6416 and QIP7216 DVRs offer the option to record. The model number is written on the front of the box.
If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it.

Multi room dvr not working in other rooms

My mr dvr is not working in any of my other rooms. It has never worked. I just don't have the time to sit on the phone with tech support.
I have 3 other sd stb in other rooms and I have programs recorded on the dvr that are not in H. So shouldn't i be able to watch these in the other rooms?
When I look at my Fios TV info online it states this "Your STB record cannot be found."
any help would be appreciated
Solved!
Go to Solution.

It is listed on my bill under TV additional services. " home media dvr- high definition" is this just for the actual DVR unit? Do I have to pay for the unit and then pay an additional amount for special programing? If so why wouldn't I have opted for the regular DVR instead of the Multi room dvr? I guess I will be spending most of my night on the phone with verizon!!!!
thanks for your help.

Multi room dvr not working

I signed up for Home Media DVR, however, I have never been able to view recorded programs from the other tv. After a VERY lengthy phone call with tech support the problem remains unchanged. They had me unplug every set top box and the router and then power them back. They also did several remote system re-sets... No luck.
The phone call ended with Tech support mistakenly claiming that my router wasn't working (the actual problem with the router was that the wireless settings changed when they asked me to re-set it). I figured this out on my own, after hanging up. So, they sent out a new router, which actually doesn't work. All lights come on as expected except the "internet" light is orange instead of green.
Anyway, the old router is working fine but I can't get the multi room dvr to work. I saw another post where a Verizon rep replied that they "waived their magic wand" and the problem was resolved! Still got that magic wand??
Solved!
Go to Solution.

Hello. I can do a deep dive for you. Please Message me your Tele# so I can check our system and assure your hub is properly setup for MR DVR. I will assist you in getting this resolved right away.
Joe D
Verizon Telecom
Fiber Solution Center
Notice: Content posted by Verizon employees is meant to be informational and does not supercede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.Follow us on Twitter™!

Recurring Multi-Room DVR problem

Hello.
My multi-room DVR (new - installed in April) is repeatedly having issues lately. Once about two weeks ago we turned it on and, though the FiOS live TV option was working fine, the DVR button brought us to a screen saying something about how the multiroom DVR is unavailable and to try unplugging it. There were no recordings. We did unplug it and leave it unplugged for about 5 minutes. When we plugged it back in it was working again but no programs or scheduled recordings were saved. It was like starting from scratch and we were frustrated, but we thought the problem was solved.
Since then the same thing has happened three more times. The third time I live chatted with a Verizon support tech and she ran some remote tests and reset the machine and it worked. The saved and scheduled recordings were back too, but one scheduled recording just hadn't been recorded (probably because the issue was happening with the DVR all afternoon without us knowing and so it wasn't able to record. Today it happened again (for the fourth time) and I went on FiOS support troubleshooting. A reset of the machine worked, and our couple of recordings that we have had since the last time this happened are still there.
So the problem seems to be getting better. But, I'm still frustrated because I don't understand what the underlying problem is and how to fix it. I don't want to be doing this troubleshooting every day. Especially because if it malfunctions while I'm at work or, even worse, away for a week it won't record my shows. What's the point of having a DVR if I can't be sure that my shows will be saved for me to watch at my convenience?
Does anyone know what might be wrong with the machine or its settings and how I can make sure this doesn't keep happening on a regular basis?
Thanks,
Emily

Hi Emily - I sent you a message to get some more information about your DVR issues. Please respond when you're able. Thanks -- Karl
Karl
Verizon Support
Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

Guide not working properly on newly activated HD Multi-room DVR

I activiated an HD Multi Room DVR and an HD STB today. Both activations went thru (despite having to do the DVR manually) and the guide is working on the HD STB but not on the DVR. I can get all the channels if I use the channel +/- buttons but if I use the guide and access the channels that way, there are some that come up Channel Not Available with code 0881. I've tried the on screen troubleshooting and called tech support and he had me uplug the power cord from the DVR, wait and then plug it back in...still doesn't work. The tech thought it might be the splitter but I don't know which one he means...there are two outside and one inside. I'm not sure he's right ayway since I'm not having any issues with any other TVs or the internet. I even tried the DVR box on the TV in the family room and it didn't work there either. I had an HD DVR that wasn't multi-room and decided to get the multi-room but now I wish I hadn't. I didn't have any problems with the non-multi room unit. HELP!

I had the same problem. I had to go online at verizon selfinstall and activate my service. I was given an activation code when I switched out my old boxes for new ones, at a Fios store. I have one HD Multiroom DVR, one HD box and one STD box. There was no menu on any of the boxes, until I activated the account. Then the boxes would not share, so I called tech and they had to activate the boxes once again. Then in the DVR menu, I had to refresh the DVR. Then all programs from the Multiroom DVR showed up on my other boxes.
Hope this helps

Multi room DVR freezes when paused

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