TiVo T6 Product Support Handbook
TiVo Product Support
Handbook
for MSOs
v9.0
© 2016 TiVo Inc. All rights reserved.
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TiVo and the TiVo logo are registered trademarks of TiVo Inc. or its subsidiaries worldwide.
All other trademarks are the property of their respective owners.
This content is based on TiVo software version 20.6.1.
Publication Date: June 2016
Contents
1 About This Document
Audience for this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
How to use this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Additional resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
TIVO HARDWARE
2 TiVo T6 DVR
Device features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Device specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Front panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
3 TiVo Roamio DVR
Device features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Device specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Front panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
4 TiVo-Pace MG1 DVR
Device features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Device specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Hardware specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Networking specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Video and audio I/O specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Front panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
5 TiVo Premiere Q DVR
Device features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Device specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
TiVo Product Support Handbook for MSOs • TiVo® Proprietary and Confidential 3
Contents
Front panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
6 TiVo Preview
Device features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Device specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Front panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Accessories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Comparison of the TiVo DVR and TiVo Preview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Comparison of TiVo Preview stand-alone versus multi-room . . . . . . . . . . . . . . . . . . . . 48
7 TiVo-Evolution Digital IP Hybrid STB
Device features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Device specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Front panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
8 TiVo Mini
Device features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Device specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Hardware and software requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Emergency Alert System support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Front panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Using TiVo Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Streaming Live TV from the host DVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Watching VOD from the host DVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Watching recorded content from any DVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Scheduling a recording on the host DVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Deleting content from a DVR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Rating shows with TiVo Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Setting up Parental Controls, movie rating limits, and channel locks . . . . . . . . . . . . 58
Using broadband services directly on TiVo Mini . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
4 TiVo Product Support Handbook for MSOs
9 TiVo-Pace Mi3
Device features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Device specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Hardware and software requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Emergency Alert System support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Front panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Using TiVo-Pace Mi3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Streaming Live TV from the host DVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Watching VOD from the host DVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Watching recorded content from any DVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Scheduling a recording on the host DVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Deleting content from a DVR. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Rating shows with TiVo-Pace Mi3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Setting up Parental Controls, movie rating limits, and channel locks . . . . . . . . . . . . 66
Using broadband services directly on TiVo-Pace Mi3. . . . . . . . . . . . . . . . . . . . . . . . 67
Contents
10 TiVo Stream
Device features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Device specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
System requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Compatible host DVRs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Front panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Back panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Functional architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Home network and account requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
How TiVo Stream components interact in the home . . . . . . . . . . . . . . . . . . . . . . . . . 74
Network communication path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
11 Accessories
DVR expander . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Using the DVR expander . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Troubleshooting issues with the DVR expander . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
IR adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Wireless G adapter for TiVo Preview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
TiVo Product Support Handbook for MSOs • TiVo® Proprietary and Confidential 5
Contents
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Using the Wireless G adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Troubleshooting issues with the Wireless G adapter . . . . . . . . . . . . . . . . . . . . . . . . . 78
Wireless N adapter for TiVo Preview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Data transfer speeds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Connecting the Wireless N adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Troubleshooting issues with the Wireless N adapter . . . . . . . . . . . . . . . . . . . . . . . . . 81
Setting up your WiFi network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
12 MoCA
MoCA standard components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
MoCA network adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
MoCA router . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Point of Entry filter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Setting up the MoCA environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Equipment required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Scenario 1—DVR as a bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Scenario 2—ECB as a bridge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Setting up TiVo Preview as a MoCA client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
To add TiVo Preview to a MoCA network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Troubleshooting issues with MoCA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
13 TiVo Remote Control
Remote control features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
TrickPlay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Favorites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Remote control shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Using the Remote Finder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Remote control RF and IR frequencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
RF mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
IR mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Pairing the TiVo remote control to a DVR to enable RF transmission . . . . . . . . . . . . . 99
Pairing methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Unpairing the TiVo remote control from a DVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
To unpair all RF pairings to a DVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
To perform a Global Reset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
6 TiVo Product Support Handbook for MSOs
Remote control LED behavior . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Customizing the TiVo remote control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Troubleshooting issues with the TiVo remote control . . . . . . . . . . . . . . . . . . . . . . . . . 101
The TiVo remote control does not work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
The On Demand button on the TiVo remote control does not work . . . . . . . . . . . . 101
Other TiVo remote control issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
TIVO FEATURES
14 UI Walkthrough
Using the Guide to watch Live TV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
To change from the Live Guide to the Grid Guide . . . . . . . . . . . . . . . . . . . . . . . . . 107
To designate a channel as a favorite. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
To choose the channels to display in the Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
To move around the Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
To filter the Guide by show category . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
To tune to an HD channel while watching an SD channel. . . . . . . . . . . . . . . . . . . . 109
To list all upcoming episodes of a show . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
To record programs from Live TV. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
To use the Mini Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
To use the Info banner . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Contents
TiVo Central . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Discovery Bar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Video Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
My Shows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
To filter your My Shows content based on categories . . . . . . . . . . . . . . . . . . . . . . . 116
To sort the My Shows list. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
To sort and view your series folders in My Shows . . . . . . . . . . . . . . . . . . . . . . . . . 118
To playback recordings in QuickMode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
To understand the icons listed in My Shows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
TiVo Suggestions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
What to Watch Now . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Find TV, Movies, & Videos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Recording movies and individual TV shows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
To record a movie. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
To record the next episode of a show. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
To set up a recording manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Recording a TV series (OnePass) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
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To create a OnePass . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
To customize the OnePass recording options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
To cancel the recording of a OnePass episode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
To get another OnePass for the same show . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Streaming movies and TV shows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
To stream a movie to watch now . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
To add a stand-alone streaming movie to My Shows to watch later . . . . . . . . . . . . 131
To stream an individual episode of a show to watch now . . . . . . . . . . . . . . . . . . . . 131
To add a single season of a TV series to My Shows to watch later . . . . . . . . . . . . . 132
Deleting your My Shows content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
To quickly delete content in My Shows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
To delete a series folder in My Shows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Manage Recordings & OnePass . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
To Do List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
OnePass Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
To see your recording history. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Music & Photos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
To stream music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
To change music play options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
To view photos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
To change slide show options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Apps & Games . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Settings & Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
15 Search and Browse
Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Keyword guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
To perform a keyword search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Browse TV & Movies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 147
Collections browsing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 148
Movies, TV, and Sports browsing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
WishList Searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
To create a WishList Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
To delete a WishList Search. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Customizing Search and Browse for CableCo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
Import policies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151
To author in Browse TV & Movies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
To manage the visibility of super collections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
To manage the visibility of selected collections. . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
8 TiVo Product Support Handbook for MSOs
To manage the display order of collections and assets. . . . . . . . . . . . . . . . . . . . . . . 153
To manage the video provider list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
16 Parental Controls
Using Parental Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
To turn on Parental Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
To temporarily turn off Parental Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
To turn off Parental Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
To adjust the rating settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157
To hide adult content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
To set channel locks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
To change the PIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
FCC TV ratings (USA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
CBSC ratings (Canada) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Contents
17 Video on Demand
Accessing VOD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
To access a movie from the CableCo VOD catalog. . . . . . . . . . . . . . . . . . . . . . . . . 165
To access a movie using Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
To access VOD from the Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Finding a TV series . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Browsing web videos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
To access YouTube videos. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Enabling a Purchase Controls PIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
To set a Purchase Controls PIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Using Parental Controls with VOD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
To set Parental Controls for VOD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Customizing VOD for CableCo . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
VOD assets metadata . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Details of VOD asset updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Troubleshooting issues with VOD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Common selection and viewing issues. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Billing issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
PIN issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
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18 Impulse Pay Per View
About Impulse Pay Per View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Finding iPPV events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
Purchasing and recording iPPV events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179
To set up a Purchase Controls PIN for iPPV events . . . . . . . . . . . . . . . . . . . . . . . . 179
To rent an upcoming event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
To schedule an in-progress event . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
To cancel events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 182
Watching iPPV events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
iPPV system architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Provisioning iPPV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
To assign a channel to iPPV status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Troubleshooting issues with iPPV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
19 Multi-Room Features
Multi-room terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
About multi-room features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Live TV Streaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Multi-Room Viewing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Multi-Room Streaming. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
How Multi-Room Streaming and Multi-Room Viewing differ . . . . . . . . . . . . . . . . 191
How multi-room features work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Content options for multi-room features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Content types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Multi-room features available by content type and client type . . . . . . . . . . . . . . . . 193
Multi-room content available by specific host and client . . . . . . . . . . . . . . . . . . . . 193
Stored content and live content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Account information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
To enable transfers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Streaming performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
Remote scheduling from client to host . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
To modify recordings within My Shows remotely. . . . . . . . . . . . . . . . . . . . . . . . . . 196
To schedule from the Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196
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To schedule from Search or from Browse TV & Movies . . . . . . . . . . . . . . . . . . . . 197
To record from Live TV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Streaming recorded content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 197
Remote My Shows features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
To access My Shows remotely from a non-default TiVo DVR . . . . . . . . . . . . . . . . 199
To access My Shows remotely from TiVo Mini or TiVo-Pace Mi3 . . . . . . . . . . . . 199
To change the default host DVR configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
To simultaneously view a single asset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
To delete shows and the Recently Deleted folder . . . . . . . . . . . . . . . . . . . . . . . . . . 201
To stream in-progress recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Streaming live programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
To use screensaver mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
To release a Live TV Streaming tuner . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 203
To use Emergency Alert System support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Troubleshooting multi-room issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Multi-room features aren’t working . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Slow transfer speed. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Client doesn’t list DVR in My Shows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Host DVR isn’t listed on My Shows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
A “Not on your account” error message appears . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
20 Settings and Messages
Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212
Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 213
Parental Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Purchase Controls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215
Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Remote, CableCARD, & Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Video . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219
Account & System Info . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
System information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 221
Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Standby . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
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EXTERNAL APPLICATIONS
21 TiVo App
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
TiVo App modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Local mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Away mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
Offline mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 231
Downloading and activating TiVo App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Signing in to TiVo App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
Signing out of TiVo App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
Accessing settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 234
Setting up out-of-home video streaming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235
Using TiVo App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
Action buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 237
What to Watch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238
Info . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
My Shows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Browse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Manage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254
Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
Remote control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Troubleshooting issues with TiVo App . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Can’t see the TiVo device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
22 TiVo Desktop Plus for PC
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Installing TiVo Desktop Plus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Using TiVo Desktop Plus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
To adjust for a firewall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
To select a media player . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
To obtain the MAK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
To share specific TiVo devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
To upgrade legacy TiVo Desktop to TiVo Desktop Plus for PC . . . . . . . . . . . . . . . 267
12 TiVo Product Support Handbook for MSOs
Contents
To transfer recordings to the PC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 267
To play recordings transferred to the PC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
To transfer videos from the PC to the TiVo device . . . . . . . . . . . . . . . . . . . . . . . . . 268
To convert recordings for a mobile device. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
To publish and remove music. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
To play music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
To publish and remove photos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269
To enable photos. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
To view photos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
To sort photos . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Troubleshooting issues with TiVo Desktop Plus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Lost key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Poor system performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
Slow transfer speed. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
TiVo Desktop Plus doesn’t see a recording on the TiVo device . . . . . . . . . . . . . . . 273
23 TiVo Web Portal
About the TiVo Web Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
TiVo Web Portal user modes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
TiVo Web Portal supported browsers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Logging in to the TiVo Web Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Using the TiVo Web Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
Action buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278
What to Watch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280
My Shows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Browse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Manage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 301
Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
Launching the Hulu embedded video player . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307
TIVO SERVICE AND SUPPORT
24 Online Account Management
Managing My Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311
To create a new account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
To name a TiVo device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 312
To change contact information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
TiVo Product Support Handbook for MSOs • TiVo® Proprietary and Confidential 13
Contents
To change your password or email address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 313
To set up mobile scheduling. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314
25 Working with the TiVo Service
The TiVo Service lifecycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Preparing a TiVo device for another subscriber . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 315
Service states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316
Functionality associated with service states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317
Service state functionality with the Program Guide Data (PGD). . . . . . . . . . . . . . . 317
Service state functionality without the Program Guide Data (PGD) . . . . . . . . . . . . 319
Managing service states . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320
To find the current service state . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320
To set a device to service state 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
To combine accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
To reset a device back to service state 22. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321
Resetting a forgotten PIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322
Troubleshooting issues with installation and activation . . . . . . . . . . . . . . . . . . . . . . . 322
26 Diagnostics
TiVo box diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
CAL diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331
Device Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 332
Table Collection Stats. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333
Virtual Channel Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
CalAgent Diagnostics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 335
Checking the signal strength . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
Network diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
Network connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Network status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
Network diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
Checking the daily TiVo Service connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
Checking the CableCARD (MMI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
Checking the tuning adapter (MMI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
14 TiVo Product Support Handbook for MSOs
27 Troubleshooting
Using System Information screens for troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . 350
Using Diagnostic screens for troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 351
Using the port configuration and DNS resolution tests . . . . . . . . . . . . . . . . . . . . . . . . 352
Port configuration test . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
DNS resolution test. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
Using the IT Device Web Service API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
Audio issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
Download, copy, or transfer issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
Freeze or restart issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
TiVo DVR is frozen on an image. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
TiVo DVR is frozen on a Welcome or Almost There screen. . . . . . . . . . . . . . . . . . 354
TiVo DVR is frozen on a green screen with Severe Error . . . . . . . . . . . . . . . . . . . . 354
TiVo menu is frozen on an HDUI screen (TiVo Preview only). . . . . . . . . . . . . . . . 355
Group issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
Contents
Lineup issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
Macroblocking, tiling, and pixelation issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
Network connection issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
To troubleshoot wired connection issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
To adjust network settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
To obtain an IP address for the DVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
To set up a static IP address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Program Guide Data issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Missing Program Guide Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
Program Guide Data and channel map data do not match . . . . . . . . . . . . . . . . . . . . 360
OnePass issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360
Software upgrade issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
TiVo Product Support Handbook for MSOs • TiVo® Proprietary and Confidential 15
16 TiVo Product Support Handbook for MSOs
About This Document
The TiVo Product Support Handbook for MSOs is an all-purpose reference providing detailed
information about all TiVo devices and associated features that are delivered and supported by
CableCo.
CableCo is the generic name used to represent any domestic Multi-System Operator (MSO).
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.
Audience for this document
The audience for the TiVo Product Support Handbook for MSOs is:
MSO and TiVo Technical Support (Tiers 1, 2, and 3 personnel)
Network Operations Center (NOC) or System Operations Center (SOC) Tier 4
Trainers and instructional designers who are developing training
1
Installers (both those doing provisioning and field installers)
How to use this document
Depending on the offerings of specific MSOs, applications and features might be offered to the
subscriber that differ from those described below:
Basic DVR features—Controls Live TV or recorded shows with pause, rewind, fast
forward, instant replay, slow motion, and 30-second advance.
See TiVo Remote Control on page 93.
Advanced DVR features—Includes unified search, browse, Guide displays, as well as
authored collections and broadband content.
See UI Walkthrough on page 105.
Discovery Bar—A graphic lineup of content that appears across the top of the HD menus.
This display gives helpful recommendations for movies and TV shows that are similar to
ones you already enjoy, as well as titles that are currently popular in the TiVo community.
See Discovery Bar on page 112.
TiVo Suggestions—Builds a history of your favorite channels and shows. Providing
personal ratings feedback is as simple as pressing Thumbs Up and Thumbs Down with
the TiVo remote control. By tracking your preferences, TiVo learns your likes and dislikes
over time and provides increasingly on-the-mark programming suggestions.
See TiVo Suggestions on page 122.
TiVo Product Support Handbook for MSOs • TiVo® Proprietary and Confidential 17
How to use this document
OnePass—Finds and organizes content from all providers, such as linear TV, CableCo
VOD, and over-the-top applications, into My Shows and allows you to watch your
favorite shows in a unified experience across devices. In addition to automatically
recording each episode of your favorite TV series, you can find and consume streaming
videos from CableCo VOD and over-the-top applications (such as Amazon and Vudu) all
directly from the My Shows list.
Note: OnePass replaces the Season Pass feature, and existing Season Passes are now
“Recordings Only” OnePasses.
See Recording a TV series (OnePass) on page 126.
Search and Browse—Browses recommendations based on personal ratings, WishList
Searches, and authored CableCo collections.
See Search and Browse on page 145.
Keyword search—Searches broadcast TV, VOD, and the Internet for millions of titles to
help you find exactly what you want to watch.
See To perform a keyword search on page 146.
TiVo Collections—Highlights the best that the CableCo content library and the web have
to offer, grouped into categories. Explores topical collections, event-driven collections,
seasonal collections, and groups of shows related to something new, interesting, or
popular.
See Collections browsing on page 148.
WishList Search—Searches for an actor, keyword, or category to find more shows from
your content library. By default, the DVR will record a program matching your criteria as
soon as it airs.
See WishList Searches on page 150.
Parental Controls—Locks channels and sets rating limits on movies, television shows, and
Video on Demand (VOD) content to make sure that only approved content is watched or
recorded.
See Parental Controls on page 155.
Video on Demand—Accesses the CableCo VOD catalog as well as the standard TiVo
VOD assets from the third-party content providers (such as Netflix, Vudu, and so on) that
CableCo chooses to make available.
See Video on Demand on page 165.
Impulse Pay Per View—Accesses a broad range of programming that is available as iPPV,
including movies and other entertainment.
See Impulse Pay Per View on page 177.
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.
See MoCA on page 83.
18 Chapter 1 — About This Document
How to use this document
Streaming—When more than one TiVo device is connected to the Whole Home network
through broadband or MoCA, you can stream or transfer non-copy-protected HD shows
between them. Enjoy your favorite HD shows in up to four rooms at a time from a single
TiVo T6 DVR.
See Multi-Room Features on page 189.
Music—You no longer need to access your computer’s personal music library through the
computer’s speakers or headphones. With TiVo Desktop Plus, you can stream the tunes
you love the most to a TV or home entertainment system. You can also create your own
radio stations based on a favorite song or artist with built-in services such as iHeartRadio
and Pandora. (Additional fees might apply from third-party content providers.)
See Music & Photos on page 139.
Photos—View your photos and home videos on the big screen and display your personal
photo library and home videos from your computer on the biggest screen in the house.
With TiVo Desktop Plus, you can view and manage your personal media. You can also
publish photos to an online Plex account and view them from your TV.
See Music & Photos on page 139.
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
(all without interrupting your program).
See TiVo App on page 229.
Mobile devices—Use TiVo Desktop Plus to transfer your DVR recordings and load them
onto Apple iOS or Android devices.
See TiVo Desktop Plus for PC on page 263.
TiVo Web Portal—Delivers a MSO-branded TiVo experience via a web browser.
See TiVo Web Portal on page 275.
Account management—Gives you access from the web or from a mobile device, and lets
you search for shows, browse air times and channels, and schedule recordings online.
See Managing My Account on page 311.
Diagnostics—Provides a set of diagnostic tools, tips, and information to help you
diagnose problems with a TiVo device.
See Diagnostics on page 325.
Troubleshooting—Describes some of the tools that are available for troubleshooting
issues with TiVo devices, and provides information on resolving issues.
See Troubleshooting on page 349.
TiVo Product Support Handbook for MSOs • TiVo® Proprietary and Confidential 19
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
20 Chapter 1 — About This Document
TiVo Hardware
TiVo Product Support Handbook for MSOs • TiVo® Proprietary and Confidential 21
22 TiVo Product Support Handbook for MSOs
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.
This chapter covers the following topics:
Device features on page 23
Device specifications on page 24
Front panel on page 25
Back panel on page 26
Accessories on page 27
For complete instructions on installing the TiVo T6 DVR, see the TiVo Onsite Installation Guide for
MSOs.
Device features
2
Has six tuners that allow recording up to six shows at once. The CableCARD installed in
the DVR must support six tuners. If CableCo requires a tuning adapter for the DVR to
receive all channels in a subscriber’s package, the tuning adapter must also support six
tuners.
Supports a total of four streams to other TiVo devices (which includes Multi-Room
Viewing configurations), or mobile devices. For example, if there are two mobile devices
and two TiVo Minis streaming content from the DVR, and a fifth stream on either a mobile
device or the DVR is initiated, this fifth stream is not supported.
Connects subscribers to the CableCo headend and serves as the cable box.
Records favorite shows and helps subscribers find new ones with the TiVo HD interface.
Lets subscribers search through TV and web content simultaneously, and provides
suggestions based on their viewing preferences.
Provides access to CableCo Video on Demand (VOD) content, including movies, TV
shows, YouTube videos, and more.
Lets subscribers schedule recordings remotely and play them on a laptop or mobile device.
Streams music and photos from any home network and the web.
Controls Live TV with pause, rewind, fast forward, instant replay, slow motion, and 30-
second advance.
Includes 1 TB (1000 GB) of internal storage, allowing subscribers to record up to 150
hours of HD or 1,000 hours of standard-definition (SD) programming.
Provides full HD support, including 720p, 1080i, and 1080p HD formats.
TiVo Product Support Handbook for MSOs • TiVo® Proprietary and Confidential 23
Device specifications
Device specifications
Table 2–1 provides detailed specifications and environmental requirements for the TiVo T6 DVR.
Table 2–1: TiVo T6 DVR specifications and environmental requirements
Specification Details
Physical dimensions • Width: 16.5”
• Depth: 9.7”
• Height: 2.4”
Weight 6.5 lbs.
Processor 3000+ Dhrystone MIPS processor
Tuners Includes four 1GHz QAM tuners to access both linear and on demand content.
Supports the use of a Switched Digital Video (SDV) tuning adapter to access SDV
content.
Internal storage 1 TB HDD
DRAM 1 GB
Capacity • 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 • HDMI 1.4b (combined audio/video) (1)
• Component RCA (1)
• Composite A/V (1)
Video modes 480i, 480p, 720p, 1080i, and 1080p
Audio output • HDMI (combined audio/video) (1)
• Optical audio (1)
• Stereo L/R RCA (1 pair)
• THX-certified
Transcoder 4xTranscoder ZN200
Remote control support • RF: RF4CE
• IR: Front panel receiver
24 Chapter 2 — TiVo T6 DVR
Table 2–1: TiVo T6 DVR specifications and environmental requirements (continued)
Specification Details
I/O ports • USB 2.0 (2)
• Ethernet 10/100/1000 Mbps (1)
• eSATA (1)—for a TiVo-verified external hard drive
• MoCA 2.0 (1)
MoCA LAN interface • Version 2.0
• Integrated Ethernet to Coax Bridge (ECB)
Front panel
Ambient (external)
operating temperature
Operating humidity 5% to 80%
15° C to 35° C
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
1 Green LED Power LED. Lit when power is on.
2 Capacitive (touch) button in
center of the green Power
LED
3 Amber LED Flashes when receiving a command from a TiVo remote control.
4 Capacitive (touch) button in
center of the amber LED
Press the button in the center of the LED to initiate and exit Standby
mode.
The button within the amber LED is used for finding the TiVo remote
control. When pressed, the DVR signals the remote control to
chime, making it easier to locate it. The sound turns off after fifteen
seconds, or when any button on the TiVo remote control is pressed.
TiVo Product Support Handbook for MSOs • TiVo® Proprietary and Confidential 25
Back panel
Number LED/button Details
5 Blue LED Lit while a download or transfer is in progress.
6 Red LEDs Six circles are shown; each represents a tuner. Six red LEDs
indicate up to six tuners recording. Red indicators build up
symmetrically from the left to the right as the number of recordings
increases. 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
1 TiVo Service Number (TSN)
2 Power connector: 110V AC
3 Ethernet 10/100/1000 Base-T
4 Digital Cable/MoCA coaxial input (QAM) jack
5 Optical digital audio output
6 Component RCA output (green)
7 Analog audio output (red, white)
8 Composite A/V output (yellow)
9 Resolution button—If the screen is black and the TiVo menus are inaccessible, press the button to
change the video output format. The available formats are: 480i / 480p / 720p / 1080i / 1080p /
1080p24 / 1080p60 passthrough.
10 HDMI 1.4b output
11 USB 2.0 (two ports)
12 eSATA port for the DVR expander
26 Chapter 2 — TiVo T6 DVR
Number Item
13 CableCARD (M-Card) slot
14 MAC Address Label, containing:
• Ethernet/MoCA interface
• Built-in transcoder (TiVo Stream)
Note: If the subscriber’s router is using MAC address filtering, the MSO must add both TiVo
T6 DVR MAC addresses to the MAC address filter to control access.
Accessories
TiVo remote control (RF-enabled and IR-enabled)
DVR expander, if support is included in the MSO agreement with TiVo
Switched Digital Video (SDV) tuning adapter (for SDV applications)
Multi-stream CableCARD (M-Card)
Accessories
TiVo Product Support Handbook for MSOs • TiVo® Proprietary and Confidential 27
28 Chapter 2 — TiVo T6 DVR
TiVo Roamio DVR
The TiVo Roamio DVR combines all your over-the-air and cable channels with endless streaming
content from Netflix, Amazon, Hulu, and more.
This chapter covers the following topics:
Device features on page 29
Device specifications on page 29
Front panel on page 31
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.
3
Works with digital cable or HD antenna.
Has four tuners that allow recording up to four shows at once.
Records favorite shows and helps subscribers find new ones with the TiVo HD interface.
Lets subscribers search through TV and web content simultaneously, and provides
suggestions based on their viewing preferences.
Streams music and photos from any home network and the web.
Controls Live TV with pause, rewind, fast forward, instant replay, slow motion, and 30-
second advance.
Includes 500 GB of internal storage, allowing subscribers to record up to 75 hours of HD
or 500 hours of standard-definition (SD) programming.
Provides full HD support, including 720p, 1080i, and 1080p HD formats.
Device specifications
Table 3–2 provides detailed specifications and environmental requirements for the TiVo Roamio
DVR.
TiVo Product Support Handbook for MSOs • TiVo® Proprietary and Confidential 29
Device specifications
Table 3–2: TiVo Roamio DVR specifications and environmental requirements
Specification Details
Physical dimensions • Width: 14.2”
• Depth: 7.4”
• Height: 1.9”
Weight 3.7 lbs.
Processor 3000+ Dhrystone MIPS processor
Tuners Includes four 9VSB (ATSC) tuners
Internal storage 500 GB HDD
DRAM 1 GB
Capacity • 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 • HDMI 1.4b (combined audio/video) (1)
• Composite A/V (1)
Video modes 480i, 480p, 720p, 1080i, and 1080p
Audio output • HDMI (combined audio/video) (1)
• Optical audio (1)
• Composite A/V (1)
Remote control support • RF: RF4CE
• IR: Front panel receiver
I/O ports • USB 2.0 (2)
• Ethernet 10/100 Mbps (1)
• eSATA (1)—for a TiVo-verified external hard drive
Integrated networking Built-in WiFi
Ambient (external)
operating temperature
15° C to 35° C
Operating humidity 5% to 80%
30 Chapter 3 — TiVo Roamio DVR
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