| Resolution | You are having problems changing channels on a Series 2 TiVo.
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Are you having trouble changing channels on a satellite box or a cable box?
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Cable Box - Continue to Step 4.
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Satellite box - As shown on the TiVo Satellite Compatibility Matrix, many satellite receivers from Sony and RCA, as well as some others, allow the use of a serial cable for changing channels. If this is an option, using a serial cable is both simpler to set up and generally more effective. Try to using a serial cable if their satellite receiver permits it. If serial connection is unavailable, go to Check IR Connections.
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Ask the customer if the cable box is a DCT2000, DCT2224, DCT2244, DCT2500, or DCT2524 series with firmware 7.54, manufactured by General Instruments or Motorola?
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No. It is another model of cable box. Go to Step 5.
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Yes. You are using a DCT2000, DCT2224, DCT2244, DCT2500, or DCT2524 series cable box. Try using serial control since their model of cable box may support it.
If serial control is not available, the cable box might have an autotune feature that can be turned on to improve IR reliability. Typically, the autotune feature can be found in the cable box menus through the following path: Menu > Guide > Setup > Autotune > Yes.
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When you press CHAN DOWN on the TiVo remote, does the channel display change on the cable box?
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No. Channel numbers do not change on the cable box. Proceed to Check IR Connections. Steps are indicated below.
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Yes. Channel numbers do change on the cable box. Proceed to Check Cable Box Connections. Steps are indicated below.
Check IR Connections
To check IR connections, perform the following steps:
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Check that the satellite or cable box is turned on.
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Check that the satellite or cable box is working by trying to change channels using satellite or cable box remote control. If you are unable to change channels on the satellite or cable box using the satellite or cable box remote, continue with Step 3. Please be guided that if you are using a Dish Network satellite receiver, make sure it is not stuck on a channel the customer does not receive.
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Powercycle the satellite or cable box. Unplug the satellite/cable box from the wall, wait at least 15 seconds, and then plug the satellite/cable box back in. Try changing channels using the satellite or cable box remote; If channels do change on the satellite/cable box using the satellite/cable box remote, continue with Step 4.
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Check that the IR cable is plugged into the lower port (labeled IR) on the back of the DVR.
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Use a digital camera to determine whether the issue is with the remote or the IR blaster. Point the camera at the IR blaster, then use the TiVo remote to go to Live TV. Press Channel Up/Channel Down:
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If the light flashes on the IR blaster, the IR cable is working properly.
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If the light on the IR blaster does not flash, the cable is bad and must be replaced.
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Check that the IR receiver window on the front of the satellite or cable box is clean and free of obstruction. If none of these steps solved the problem, go to Check IR Settings.
Check IR Settings
To check IR settings, check the following:
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Check the IR settings by selecting TiVo Central > Messages & Settings > Settings > Channels > Channel Changing. Please be reminded that if you have both a satellite box and cable box, you will need to choose which one the customer is having channel changing issues with on the next screen.
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Answer each screen until they get to the Channel Changing Setup screen. Highlight Advanced Setup and press SELECT.
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You will now see the Cable Channel Changing Advanced Setup screen. Highlight IR Code and press SELECT. You can also change the number of cable digits and the "enter" key setting on this screen.
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You should now see the Select IR Code screen. Use the cable or satellite box matrices to determine what IR code is best for your cable or satellite box. Enter that code on this screen and press SELECT.
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On the next screen, try each code several times to find which one is most reliable. To try a code, press the CHAN UP button on the remote and see if the video in the background changes. If it does not, try a different code.
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Code A—Medium
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Code B—Fast
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Code C—Slow
If the code does not work, go back to the previous screen and enter another IR code. If a code works but is unreliable, use a slower version of the same code. If the slower version is still unreliable, have the customer try building an IR tent and then try the codes again.
For information on IR tents, go to Series2: Building an IR tent.
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Once you've selected a code, select Use these settings. They should now be able to change channels again.
Check Cable Box Connections
If the channels change on the TiVo channel banner and the cable box display (indicating that the IR connection is correct), but the video does not change on the screen, perform the following steps:
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Check that the coaxial cable from the wall is connected to cable box input, not directly to the DVR.
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If the cable box has an RF bypass jack, check that the coaxial cable from the cable box to the DVR is connected to the output jack on the cable box, not to the RF bypass jack on the cable box.
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