CableCARD Troubleshooting

« Go Back

Title	CableCARD Troubleshooting

Symptom

Resolution

Some of the error codes related to CableCARDs are:

V58: Error Code - "This channel is not authorized. Contact (your cable provider) for more information." The error is displayed when tuning to a channel, entering Live TV, selecting a program in the Guide. This message means the data is locked for that cable channel.
D256/TA07 - "Channel Temporary Unavailable." The message is displayed if a channel is temporarily unavailable and the user may try tuning to the channel again.

Before you go into the CableCARD troubleshooting process, these are the things you need to look into:

Make sure the CableCARD is fully inserted.
Make sure your coax cables and connections are in good working order.
If you have a tuning adapter, see Tuning Adapter: Troubleshooting and Tuning Adapter: Installation. Check the diagram for instructions.
If you have recently moved or changed cable providers, you will need to Repeat Guided Setup for the new cable lineup. Make sure you have your new provider's CableCARD as well!
Check your signal strength and quality. See Troubleshooting Digital TV Signals.
Make sure you have subscribed to the channel you're trying to view, and that it is checked in your channel list. See How to Select and De-Select Channels.
Have you contacted your cable provider?
- No, I haven't contacted them.
- Yes, I have already contacted them.

If you haven’t contacted your cable provider yet, you need to call them in order to pair and activate your CableCARD.

Before calling them, have the following information available.

Go to CableCARD Menu:
1. When you plug in your CableCARD, the CableCARD Decoder screen should appear. From this screen, choose CableCARD options (for installers) > CableCARD Menu.
2. If the CableCARD Decoder screen does not appear (or you have already installed a CableCARD previously), you can either unplug the CableCARD and plug it back in, or you can access the MMI screens as follows:
  
  Devices on TiVo Experience 4 (software version: 21.x)
  - for TiVo EDGE, TiVo BOLT, and TiVo Roamio - from Home, go to Menu > Settings > Remote, CableCARD, & Devices > CableCARD decoder > CableCARD options (for installers) > CableCARD Menu
  Devices on TiVo Experience 3 (software version: 20.x or earlier)
  - for TiVo BOLT and TiVo Roamio - from TiVo Central, go to Settings & Messages > Remote, CableCARD, & Devices > CableCARD Decoder > CableCARD options (for installers) > CableCARD Menu
  - for TiVo Premiere - from TiVo Central, go to Settings & Messages > Account & System Information > CableCARD Decoder > CableCARD options (for installers) > CableCARD Menu
  - for Series 3 and earlier - from TiVo Central, go to Messages & Settings > Account & System Information > CableCARD Decoder > Configure CableCARD 1 (or 2) > CableCARD Pairing(tm)

Select your CableCARD brand from the list below and write down your CableCARD info.

Motorola Conditional Access CableCARD(tm) Status Network Setup CableCARD(tm) Pairing DSG Interactive Info	Cisco/Scientific Atlanta SA CableCard CA Screen SA CableCARD/Host ID Screen SA CableCARD IP Service CableCARD(tm) Pairing SA CableCARD DAVIC Info SA CableCARD CP Info SA CableCARD Diag Screen SA CableCARD ASD Info
Conax CableCARD Diagnostics SCTE55-2 Network Interface CA Diagnostics Copy Protection Host/CableCARD Binding	NDS Conditional Access CableCARD DAVIC Info CableCARD CP Info CableCARD/Host ID Screen DSG Interactive Info

Motorola CableCARD Troubleshooting

From the CableCARD Menu (see Step 1, above), select Conditional Access. Copy the values for the following fields:
- Con (should say 'Yes')
- Val (should say 'V')
- Auth (should say 'S')
- CCI ('0x00' or other numbers. See Copy Protection: FAQ)
Press Clear on the TiVo remote to return to the CableCARD Menu, then select Network Setup. Copy the values for the following fields:
- VCTID (should be a number greater than 0)
- OOB Msgs (a number that should increase every time you press Select)
If you see different values for any of the above fields, go to CableCARD MMI Screen Information and select Motorola to see more troubleshooting steps.
If your troubleshooting reveals that the CableCARD is not correctly set up or is otherwise faulty, you need to call your cable provider to resolve the issue. First, gather the CableCARD's identifying data so that your cable provider's agent can correctly activate and pair the card to your TiVo box. Press Clear to return to the CableCARD Menu, then select CableCARD(tm) Pairing. Write down the following values:
- CableCARD ID (13 digits)
- Host ID (13 digits)
- Data (11 digits)
- Card S/N (12 chars)
Contact your cable provider.

Cisco/Scientific Atlanta CableCARD Troubleshooting

From the CableCARD Menu (see Step 1, above), select SA CableCARD CA Screen. Copy the values for the following field:
- Status (should say 'Ready') - Push Select on your remote to check the other tuners.)
Press Select on the TiVo remote twice. This will bring up the Active Program screen. Copy the value for the following field:
- Active program authorization (#-#-Ent) - Push Select on your remote to check the other tuners.)
Press Clear on the TiVo remote to return to the CableCARD Menu, then select SA CableCARD DAVIC Info. Copy the value for the following field:
- Status (should say 'Locked')
Press Clear on the TiVo remote to return to the CableCARD Menu, then select SA CableCARD CP Info. Copy the values for the following fields:
- Auth Status (should be 'CP Auth Received')
- CCI (0x00 to 0x07)
If you see different values for any of the above fields, go to CableCARD MMI Screen Information and select Cisco/Scientific Atlanta to see more troubleshooting steps.
If your troubleshooting reveals that the CableCARD is not correctly set up or is otherwise faulty, you need to call your cable provider to resolve the issue. First, gather the CableCARD's identifying data so that your cable provider's agent can correctly activate and pair the card to your TiVo box.

Press Clear to return to the CableCARD Menu, then select SA CableCARD/Host ID Screen. Copy the values for the following fields:
- CableCARD(tm)
- Host ID
Press Clear to return to the CableCARD Menu, then select SA CableCARD Diag Screen. Copy the value for the following field:
- SL No.

Conax CableCARD Troubleshooting

From the CableCARD Menu (see Step 1 above), select CableCARD Diagnostics. Copy the values for the following field:
- SI table Counter (a number greater than 0, should increase when you refresh the screen)
Press Clear to go back to the CableCARD Menu, then select SCTE55-2 Network Interface. Copy the value for the following field:
- Sync Lock (should say 'Yes')
Press Clear to go back to the CableCARD Menu, then select CA Diagnostics. Copy the values for the following fields:
- ECM Status (should say 'access granted')
- Level (should say 'FREE')
Press Clear to go back to the CableCARD Menu, then select Copy Protection. Verify the pairing information:
- Copy Protection (expand for more information) (Should read 'Validated, validation message is received, authenticated, and the IDs match those in the current binding.")
If you see different values for any of the above fields, go to CableCARD MMI Screen Information and select Conax to see more troubleshooting steps.
If your troubleshooting reveals that the CableCARD is not correctly set up or is otherwise faulty, you need to call your cable provider to resolve the issue. First, gather the CableCARD's identifying data so that your cable provider's agent can correctly activate and pair the card to your TiVo box.

From the CableCARD Menu, select Host/CableCARD Binding. Copy the values for the following fields:
- CableCARD ID
- Host ID
- SmartCard ID
Contact your cable provider.

NDS CableCARD Troubleshooting

From the CableCARD Menu (see Step 1, above), select Conditional Access. Press Select again to access the NDS CA Diagnostics screen. Copy the values for the following fields:
- Smart Card Status (should say 'Ok')
- CA Status (should be a series of numbers beginning with 00 01)
- VCT ID (should be a number greater than 0)
Press Clear on the TiVo remote to return to the CableCARD Menu, then select CableCARD DAVIC Info. Copy the value for the following field:
- Status (should say 'Locked')
Press Clear on the TiVo remote to return to the CableCARD Menu, then select CableCARD CP Info. Copy the values for the following fields:
- Auth Status (should say 'CP Auth Received')
- CCI (0x00 to 0x07)
If you see different values for any of the above fields, go to CableCARD MMI Screen Information and select NDS to see more troubleshooting steps.
If your troubleshooting reveals that the CableCARD is not correctly set up or is otherwise faulty, you need to call your cable provider to resolve the issue. First, gather the CableCARD's identifying data so that your cable provider's agent can correctly activate and pair the card to your TiVo box:

Press Clear to return to the CableCARD Menu and select CableCARD/Host ID Screen. Copy the values for the following fields:
- CableCARD ID
- Host ID
Contact your cable provider.

Contact your Cable Provider

Your cable provider will need to send a signal to your CableCARD to activate and pair the CableCARD with your TiVo DVR. It's a short, simple process that solves majority of CableCARD issues. You will need:

The CableCARD numbers that you just wrote down
The TiVo Service Number of your DVR (found on the System Information Screen)
See Cable Company Support and Contact Info for your cable company's tech support department or search your cable company's website

When you reach the agent that can help you with your CableCARD, tell them that you want to activate and pair your CableCARD with your TiVo. The agent will ask you for the CableCARD and host information (which you've just written down) and send the pairing/activation signals. Once the CableCARD is correctly paired, your TV channels should start coming in within a few minutes (if not immediately).

If you already contacted your cable provider, please follow the steps below:

Try disconnecting the power cable, CableCARD, and the coax cable from the DVR for 10 seconds.
Check if there are physical damages on TiVo CableCARD slot and the CableCARD.
Ensure your CableCARD, CableCARD cables, and coax cables are securely connected to the DVRs, splitters, and the wall. (See also General Network Troubleshooting Tips)
Have you tried a new CableCARD?

Yes. Go to step 5.

No. Contact your CableCARD provider to get a replacement. See Cable Company Support and Contact Info.
Sometimes these issues can be caused by poor signal issues. Check if your signal strength is within the expected range. Check Troubleshooting Digital TV Signals.

If the troubleshooting steps above have been unsuccessful, we will try to resolve it for you with your provider. Chat with us for assistance.

Last Modified Date	9/24/2024 10:45 AM

Country	USA

Language	English

Article Number	000004864

URL Name	CableCARD-Troubleshooting

CableCARD Troubleshooting

If you haven’t contacted your cable provider yet, you need to call them in order to pair and activate your CableCARD.

Go to CableCARD Menu:

Select your CableCARD brand from the list below and write down your CableCARD info.

Motorola CableCARD Troubleshooting

From the CableCARD Menu (see Step 1, above), select Conditional Access. Copy the values for the following fields:

Press Clear on the TiVo remote to return to the CableCARD Menu, then select Network Setup. Copy the values for the following fields:

If you see different values for any of the above fields, go to CableCARD MMI Screen Information and select Motorola to see more troubleshooting steps.

Contact your cable provider.

Cisco/Scientific Atlanta CableCARD Troubleshooting

From the CableCARD Menu (see Step 1, above), select SA CableCARD CA Screen. Copy the values for the following field:

Press Select on the TiVo remote twice. This will bring up the Active Program screen. Copy the value for the following field:

Press Clear on the TiVo remote to return to the CableCARD Menu, then select SA CableCARD DAVIC Info. Copy the value for the following field:

Press Clear on the TiVo remote to return to the CableCARD Menu, then select SA CableCARD CP Info. Copy the values for the following fields:

If you see different values for any of the above fields, go to CableCARD MMI Screen Information and select Cisco/Scientific Atlanta to see more troubleshooting steps.

If your troubleshooting reveals that the CableCARD is not correctly set up or is otherwise faulty, you need to call your cable provider to resolve the issue. First, gather the CableCARD's identifying data so that your cable provider's agent can correctly activate and pair the card to your TiVo box.

Conax CableCARD Troubleshooting

From the CableCARD Menu (see Step 1 above), select CableCARD Diagnostics. Copy the values for the following field:

Press Clear to go back to the CableCARD Menu, then select SCTE55-2 Network Interface. Copy the value for the following field:

Press Clear to go back to the CableCARD Menu, then select CA Diagnostics. Copy the values for the following fields:

Press Clear to go back to the CableCARD Menu, then select Copy Protection. Verify the pairing information:

If you see different values for any of the above fields, go to CableCARD MMI Screen Information and select Conax to see more troubleshooting steps.

If your troubleshooting reveals that the CableCARD is not correctly set up or is otherwise faulty, you need to call your cable provider to resolve the issue. First, gather the CableCARD's identifying data so that your cable provider's agent can correctly activate and pair the card to your TiVo box.

Contact your cable provider.

NDS CableCARD Troubleshooting

From the CableCARD Menu (see Step 1, above), select Conditional Access. Press Select again to access the NDS CA Diagnostics screen. Copy the values for the following fields:

Press Clear on the TiVo remote to return to the CableCARD Menu, then select CableCARD DAVIC Info. Copy the value for the following field:

Press Clear on the TiVo remote to return to the CableCARD Menu, then select CableCARD CP Info. Copy the values for the following fields:

If you see different values for any of the above fields, go to CableCARD MMI Screen Information and select NDS to see more troubleshooting steps.

If your troubleshooting reveals that the CableCARD is not correctly set up or is otherwise faulty, you need to call your cable provider to resolve the issue. First, gather the CableCARD's identifying data so that your cable provider's agent can correctly activate and pair the card to your TiVo box:

Contact your cable provider.

Contact your Cable Provider

Try disconnecting the power cable, CableCARD, and the coax cable from the DVR for 10 seconds.

Check if there are physical damages on TiVo CableCARD slot and the CableCARD.

Ensure your CableCARD, CableCARD cables, and coax cables are securely connected to the DVRs, splitters, and the wall. (See also General Network Troubleshooting Tips)

Have you tried a new CableCARD?

Sometimes these issues can be caused by poor signal issues. Check if your signal strength is within the expected range. Check Troubleshooting Digital TV Signals.