DVR Expander Troubleshooting

Before you begin...

 

Find your DVR Expander's firmware version on your TiVo DVR's System Information screen. Just go to:

 

Devices on TiVo Experience 3 (software version: 20.x or earlier)
 

TiVo Series	Menu path from TiVo Central
TiVo BOLT TiVo Roamio  TiVo Premiere Series with HDUI	Settings & Messages > Account & System Info > System Information
TiVo Premiere Series with SDUI	Settings & Messages > Settings > Account & System Info > System Information

Devices on TiVo Experience 4 (software version: 21.x or later) 4
 

TiVo Series	Menu path from HOME
TiVo BOLT TiVo Roamio	HOME > MENU > HELP > ACCOUNT & SYSTEM INFO > SYSTEM INFORMATION

 

Take note that DVR Expanders are not compatible with TiVo EDGE as it does not have eSATA.

 

Your DVR Expander must be successfully connected to the TiVo DVR for you to check its status in System Information. If you are unable to connect your DVR Expander to the TiVo DVR, follow the steps in I received an "Unsupported Device" message when I tried to add a DVR Expander. If your DVR Expander isn't working properly, make sure that your expander is compatible with your TiVo DVR, that it has the latest firmware version, and that the TiVo DVR has the latest software version. The table shows the full list of TiVo-compatible DVR Expanders:

 

#	Drive ID via eSATA	Capacity	Enclosure
1	WDC WD5000AVJS-63TRA0	500GB	My DVR Expander
2	WDC WD5000AVVS-63ZWB0	500GB	My DVR Expander
3	WDC WD5000AVVS-63H0B1	500GB	My DVR Expander
4	WDC WD10EVVS-63E1B1	1TB	My DVR Expander
5	WDC WD10EVVS-63M5B0	1TB	My DVR Expander
6	WDC WD10EVVS-73M5B0	1TB	My Book AV Expander
7	WDC WD10EVDS-73U8B1	1TB	My Book AV Expander
8	WDC WD10EURX-73FH1Y0	1TB	My Book AV Expander
9	WDC WD10EURX-73C57Y0	1TB	My Book AV Expander
10	WDC WD10EURX-73UY4Y0	1TB	My Book AV Expander

 

The Model Number is on a sticker on the back of the DVR Expander. The Serial Number is also printed on the same sticker. While on the System Information screen, also verify that your TiVo DVR is running software version 9.2 or higher. To manually update the software version, see How to Force a Connection to the TiVo Service.

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My DVR Expander is making unusual sounds or too much noise

 

If your Western Digital My Book DVR Expander is making unusual sounds or too much noise, please visit the Western Digital Customer Support Site, or call 1-800-ASK-4WDC (275-4932).

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My DVR Expander is scratched or damaged

 

If your Western Digital My Book DVR Expander is scratched or damaged, please visit the Western Digital Customer Support Site, or call 1-800-ASK-4WDC (275-4932).

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I can't clear the "External Storage Missing" message after rebooting my TiVo Roamio Series device.

 

When you remove an external eSATA drive from a TiVo DVR, you see a message telling you to either re-connect the drive or press Clear to un-marry the eSATA drive from the DVR. Pressing Clear on a remote in RF mode does not remove this message and the DVR won't respond to remote button presses.

 

To resolve this issue, put the RF remote in IR mode. On the Roamio remote or Slide Pro remote, press and hold the TiVo+Red C buttons until the red light flashes. Then press Clear to proceed.

 

Once the DVR has rebooted, put the remote in RF mode by pressing and holding the TiVo+Green D buttons until the amber light flashes.

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I received an "Unsupported Device" message when I tried to add a DVR Expander

 

This message appears only when you attempt to add an unsupported external hard drive to a high-definition TiVo DVR. If you believe you are receiving this message in error, please follow the steps below:

 

1. Make sure you are using a TiVo Certified DVR Expander.

    

   1. Unplug the DVR and DVR Expander, disconnect the eSATA cable from the DVR, then plug the power back into the TiVo DVR. When the DVR restarts completely, check the software version.

   2. Verify that your TiVo DVR is running software version 9.2 or higher. To check, go to TiVo Experience 3 Software Version Information and TiVo Experience 4 Software Version Information.

2. Restart the TiVo DVR and the DVR Expander, and check the eSATA connection.

    

   1. Unplug the TiVo DVR's power cord, followed by the DVR Expander's power cord.

   2. Verify that the eSATA cable is connected securely to the TiVo DVR and DVR Expander. Please be guided that disconnecting the eSATA cable while the TiVo DVR is in use will cause the DVR to restart.

   3. Verify that you are using the eSATA cable originally supplied with DVR Expander. Take note that use of a third-party eSATA cable is unsupported and may cause various performance issues (rebooting, poor recording quality, lost recordings, etc.)

   4. Verify that the eSATA cable is not routed near a speaker, amplifier, or anything else that might produce a strong electromagnetic field.

   5. Verify that the DVR Expander is not pushed back against a surface that might put a sharp bend in the eSATA cable.

   6. If the problem is still not resolved, check the TiVo DVR and DVR Expander hard drives.

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General Performance Issues using a TiVo-Certified DVR Expander

 

If your TiVo DVR is having audio and visual problems, rebooting, or displaying a green screen with a severe error message, see:

 

• Audio and Video Issues: Troubleshooting

• Green Screen with a Severe Error Message: Troubleshooting

• DVR Rebooting

 

If the problem persists, follow the instructions below to check the TiVo DVR and DVR Expander:

  

1. Restart the TiVo DVR.

   
   If you have a Roamio Series DVR, make sure your remote control is in IR mode before running the kickstart procedure. Press TiVo + C to enter IR mode. For more information on Roamio remote modes, see Roamio Remote Control. If you are using a TiVo Slide remote, you must unplug the USB receiver before you begin the following procedure:
    

   1. If the TiVo DVR is in Guided Setup, unplug the power cord from the back of the DVR, wait 15 seconds, and then plug it in to restart the box.

   2. If the TiVo DVR is not in Guided Setup, navigate to:
       

      Devices on TiVo Experience 3 (software version: 20.x or earlier)
       

      TiVo Series	Menu path from TiVo Central
      TiVo BOLT TiVo Roamio  TiVo Premiere Series with HDUI	Settings & Messages > Help > Restart TiVo
      TiVo Premiere Series with SDUI	Settings & Messages > Settings > Help > Restart TiVo box

      
      Devices on TiVo Experience 4 (software version: 21.x or later)
       

      TiVo Series	Menu path from HOME
      TiVo BOLT TiVo Roamio	MENU > HELP > RESTART BOX

   3. Press the Thumbs Down button 3 times and then press the Enter button.
       

2. Initiate the Kickstart process:

   
   
   For TiVo BOLT Series & TiVo Roamio Series
    

   1. If your Roamio remote control is in RF mode, you will need to put it in IR mode before running the kickstart procedure. Press TiVo + C to enter IR mode.

   2. As the TiVo DVR restarts, the green LED light on the front bezel of the box will be lit.

   3. When you see the yellow/amber light begin to flash, press and hold the Pause button on the remote for two seconds, then release it.

   4. Within 10 seconds, press 54 on the remote control.

   5. If you are successful, the green and amber lights will flash in alternating patterns to indicate the code has been accepted.

   
   
   For TiVo Premiere Series
    

   1. As the TiVo DVR restarts, the green LED light on the front bezel of the box will be lit.

   2. When you see the yellow/amber light begin to flash, press and hold the Pause button on the remote for two seconds, then release it.

   3. Within 10 seconds, press 54 on the remote control.

   4. If you are successful, the blue and amber lights will flash in alternating patterns to indicate the code has been accepted.

   
   
   For TiVo HD and TiVo HD XL
    

   1. As the TiVo DVR restarts, the green LED light on the front bezel of the box will be lit.

   2. As soon as it flashes, immediately (within 2 seconds) press and hold down the Pause button on the remote.

   3. Within a few moments, the yellow and red LED lights will turn on. (If you are unable to catch the timing, you may also hold the PAUSE button down continuously during the restart until the yellow and red LEDs come on.)

   4. When the yellow and red LEDs come on, release the Pause and then press 54 on the remote control. *(You will have approximately 10 seconds to do this.)

   
   
   For TiVo Series 3 HD
    

   1. As the TiVo DVR restarts, all four LED lights on the from bezel of the DVR will be on at the same time. 

   2. As soon as all four go out, immediately (within 2 seconds) press and hold down the Pause button on the remote. (If you are unable to catch the timing, you may also hold the Pause button down continuously during the restart until only the yellow light comes on.) 

   3. When the yellow light comes on, release the yellow Pause button and then press 54 on the remote control. You will have approximately 10 seconds to do this.) Take note that the DVR Expander doesn’t work on Series 1 and Series 2 DVR 

 

Troubleshooting

 

1. Wait for the DVR to restart completely. The TiVo hard-drive performance test menu screen appears. Please be guided that if the television screen goes blank, it is likely because the television does not support 480i display mode via a component or HDMI connection (the diagnostic screen is displayed in 480i display mode only). You will need to use an S-video or composite connection between the DVR and television to see the test menus. 
    

2. Use the directional arrow pad on the TiVo remote to select Run S.M.A.R.T. tests and press Select. The DVR will begin several diagnostic tests on both the primary (TiVo DVR) and secondary (DVR Expander) hard drives. Take note that the TiVo box will not record programs while it runs the S.M.A.R.T. tests.
    

3. Wait for the "Initial state" and "Short test" to finish (this should take approximately 3-5 minutes), and check the results.
    

   1. If the primary drive (TiVo DVR) has a "Fail" result, chat with us exchange the TiVo DVR.

   2. If the secondary drive (DVR Expander) has a "Fail" result, you need to exchange the Western Digital My DVR Expander. You can process the exchange on your own by going to the Western Digital Support Site OR you can call Western Digital Customer Support at 1-800-ASK-4WDC (275-4932) to have an agent process the exchange.

   3. If each drive passes both tests, continue to the next step.
       

4. Allow the DVR to continue through the remaining tests. The length of the tests will vary according to the size of the hard drives. The full set of tests can take 8 hours or more for larger capacity drives. That note that you can cancel the test at any time by pressing the Clear button. Remember: that while the TiVo DVR is testing the hard drives, it will respond to any TiVo remote, regardless of its address setting. If you wish to use another TiVo DVR in the same room as the DVR running the tests, cover the front of the DVR running the tests with aluminum foil, a thick magazine, or some other material to block stray IR remote commands.
    

5. When all of the tests are complete, check the results:
    

   1. If the primary drive fails any of the tests, chat with us to exchange the TiVo DVR.

   2. If the secondary drive fails any of the tests, you need to exchange the Western Digital DVR Expander. You can process the exchange on your own by going to the Western Digital Support Site OR you can call Western Digital Customer Support at 1-800-ASK-4WDC (275-4932) to have an agent process the exchange.

   3. If both drives pass all of the tests, chat with us! Take note that if you exchange your TiVo DVR or DVR Expander, you will lose all or most of your recordings.