Multi-Room Viewing Troubleshooting

Print this page


NOTE: If you would like information about how to use the Multi-Room Viewing feature, go to How to use Multi-Room Viewing.

What issue are you experiencing?

I cannot see the other DVR on Now Playing or My shows, or I receive an error when browsing Now Playing or My Shows of the other DVR

I’m getting the error ‘not on your account’

Networks and Multi-Room Viewing

Transfers are slow

A transfer stopped early or did not go through

I want to change the name of the DVR in Now Playing

Now Playing shows the old name of the other DVR

I received the error "Transferring is not enabled"

Transfers are not grouping with other programs

My recorded programs have a circle/slash next to them and I can’t play or transfer them

I have an HD TiVo DVR with a Tuning Adapter and lost Multi-Room Viewing functionality


I cannot see the other DVR on Now Playing, or I receive an error when browsing the Now Playing or My Shows of the other DVR

NOTE: Premiere DVRs using HD menus, see Multi-Room Advanced Help to verify the functionality of the boxes on your network.

Before you troubleshoot verify the following:

1. Verify that the DVR you are trying to access is a TiVo Series2, Series3, HD/HD XL, or a Series4 DVR.

2. Verify that the DVR has an active TiVo service plan.

3. Enable transfers in My Account. Make sure there is a checkmark in the Allow Transfers column next to each DVR from which you would like to transfer programs.

4. Check the software versions of each DVR. All TiVo DVRs must also be running software version 9.1 or later. To learn more, go to TiVo software version information.

5. Check that all TiVo DVRs are on the same TiVo billing account. You can confirm this by logging in to My Account. Once logged in, verify that all your DVRs are displayed correctly.

6. Verify that you have connected all your DVRs to your home network on the same subnet. (Most home networks only have one subnet.) For more information about connecting your DVR to a network, go to How to connect a TiVo DVR to your network. It may take up to five minutes for a DVR to show up on the Now Playing list of another DVR after you make any network changes.

IMPORTANT! If you have recently transferred a TiVo DVR to your account, the Media Access Key may take up to 72 hours to update. If the TiVo DVR still does not have the correct Media Access Key after 72 hours, please contact TiVo Customer Support.

7. Does one of your DVRs include special characters in its name? Special characters can interfere with its ability to use Multi-Room Viewing. To change the name of your DVR, see How do I name my TiVo DVR?

 


I’m getting the error ‘not on your account’ on my Premiere series DVR

If you are getting the error ‘not on your account’ when trying to transfer a video to another Premiere series DVR in your home, one of the following may be the issue:


The DVR may not be on your account

Check that all TiVo DVRs are on the same TiVo billing account. You can confirm this by logging in to My Account and verify that all your DVRs are showing.

NOTE: Premiere DVRs using HD menus, see Multi-Room Advanced Helpto verify the functionality of the boxes on your network.


The Media Access Key (MAK) is not correct

Check the Media Access Key on all of your TiVo DVRs. To do this:

1. Go to TiVo Central> Settings & Messages > Account & System Information > Media Access Key on each TiVo DVR.

2. Write the Media Access Keys down and compare them to one another.

3. If any of the Media Access Keys do not match, contact TiVo Customer Support.


DVR Preferences may need to be reset

Check and update your DVR Preferences through My Account. To do this:

1. Log into My Account.

2. Click DVR Preferences.

3. Are Video sharing and Enable video downloads checked or unchecked for all the DVRs?

Unchecked: Check the DVR to allow transfers and enable video downloads for each TiVo DVR, select save, force a connection to the TiVo service, and proceed to Step 4.

Checked: Proceed to Step 4.

4. Navigate to System Information.

From TiVo Centralgo to Settings & Messages > Account & System Information > System Information.

5. Does TiVoToGo display (i,i,i) or (a,a,a)?

It displays (a,a,a): Continue to Step 6.

It displays (i,i,i): Force another TiVo service connection until (a,a,a) is displayed. Then continue to Step 6.

6. Verify that Multi-Room Viewing is functional.

If the issue persists after following these steps, contact TiVo Customer Support.


The DVR is on a different account

If the TiVo DVRs are not on the same account, but on the same network, they will be able to see each other and you may even be able to see the contents of the other DVR; however, you will not be able to access any of the videos. If the TiVo DVRs are supposed to be on the same account, contact TiVo Customer Support.

 


Networks and Multi-Room Viewing

You must connect all TiVo DVRs to the same subnet on your network (most home networks have only one subnet). In most cases, if you have connected all TiVo DVRs to the same router, they are on the same subnet.

Listed below are some situations that can cause Multi-Room Viewing complications:

  • If your router’s wireless signal is not strong enough for your TiVo’s wireless adapter to connect, the wireless adapter may have connected to a nearby, open wireless network.
  • If you are using PowerLine Ethernet adapters, they may create their own subnet.

NOTE: Premiere DVRs using HD menus, see Multi-Room Advanced Helpto verify the functionality of the boxes on your network.

You can also connect two TiVo DVRs wirelessly or by using a crossover cable to enable Multi-Room Viewing options without a network. This is helpful if you are using a phone connection, but would like to utilize Multi-Room Viewing. This is not the same as using a Broadband connection, and your DVRs will continue to disable the features that require a broadband connection. For instructions, see Creating a wireless peer-to-peer network to connect two DVRs, or Connecting two DVRs without a home network via wired Ethernet cable crossover cable.

 


Transfers are slow

Transfer speed depends on a variety of factors, including the signal strength of your wireless connection, network activity, and the recording quality of the show you are transferring. Also, using devices such as microwaves, portable phones and baby monitors can interfere with your wireless signal. To improve your transfer speed:

  • Record programs at lower quality to reduce the amount of data that the TiVo DVR will need to transfer.
  • While you are transferring programs, do not use devices that may cause interference with your wireless network.
  • While you are transferring programs, do not transfer other media between devices on your network.

 


A transfer stopped early or did not go through

If you are able to use Multi-Room Viewing, but a transfer did not start or stopped before it was complete, go to A Multi-Room Viewing transfer did not start or the transfer was incomplete.

 


I want to change the name of the DVR in Now Playing or My Shows

When you have enabled Multi-Room Viewing on two or more DVRs connected to your home network, you should see icons at the bottom of each Now Playing List representing other TiVo DVRs. If you have not named your DVRs, these icons will display a portion of the DVR’s model number. To help identify each DVR, we recommend you give each TiVo DVR a friendly name. For instructions, go to How do I name my TiVo DVR?

 


Now Playing or My Shows shows the old name of the other DVR

After you rename a DVR, it must connect to the TiVo service to receive the new name. This may take up to 24 hours. To speed up the process, force a connection to the TiVo service from the DVR that you renamed (NOT the one that is showing the incorrect name in Now Playing or My Shows). For instructions, see How do I connect to the TiVo Service?

 


I received the error "Transferring Is Not Enabled"

1. Log in to Manage My Account .

2. Check that the DVRs you are trying to transfer programs between are on the same account. If Manage My Account shows the DVRs on two different accounts, contact TiVo Customer Support to have your accounts combined into one account.

3. Click the DVR Preferences option. Verify that there is a checkmark in the Video sharing column next to each DVR that you would like to share programs.

4. Wait until all the DVRs in your household connect to the TiVo service. If you want to speed up the process, you can force a connection to the TiVo service from each DVR. For instructions, see How do I connect to the TiVo Service?

 


Transfers are not grouping with other programs

If you are transferring a show that is not airing within the next two weeks, the receiving DVR will not recognize the show and will not group it with any existing episodes already on the DVR.

 


My recorded programs have a circle/slash next to them and I cannot play or transfer them

If your recorded programs have a circle with a slash, this is occurring for one of two reasons:


1. The type of recording is not compatible with the TiVo DVR you are using to view the recording.

Series3 and Premiere series DVRs can record in high definition or standard definition and you can transfer these shows between other Series3 or Premiere series DVRs.

If you have a Series2 DVR in your Multi-Room Viewing network, it can only transfer standard definition recordings from a Series3 or Premiere series DVR, and will display a red circle with a slash on high definition recordings. Use the chart below to determine which DVR can transfer different types of recordings:


What content can I transfer with Multi-Room Viewing?
  Premiere series DVRs Series3 DVRs Series2 DVRs Series1 DVRs
Standard Definition recording Yes Yes Yes Series1 DVRs do not support Multi-Room Viewing
High Definition recordings Yes Yes No
Amazon Standard Definition download Yes Yes Yes
Amazon High Definition downloads Yes Yes No
Standard Definition videos from TiVo Desktop Yes Yes Yes
High Definition videos from TiVo Desktop Yes Yes No

2. Copy Protection

If you cannot transfer a program marked by this icon, the program may be copy protected. To comply with copy protection regulations, you cannot transfer these programs with Multi-Room Viewing or with TiVo Desktop. You can only view these programs on the DVR that initially recorded them. For more information, go to Questions about copy protection.

While your provider controls what programs are copy-protected, recordings from local channels are usually not copy-protected. Please contact your cable provider if you are unable to transfer a recording from a local channel due to copy protection. Tell them they have the copy protection set to CCI: 0x02.


 

Details  

Please rate this article to help us improve your web support experience

Rate this article:
neutral

Feedback submitted. Thank you!
Support requests cannot be sent through this form. If you need additional help, please contact TiVo Customer Support.