TiVo App for iPad Troubleshooting

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Getting Started

For a list of features and to learn more about the TiVo App for iPad, see www.tivo.com/ipad

For the How To Guide, see How to get started with the TiVo App for iPad

Compatibility

The TiVo App for iPad is compatible with the following boxes only:

Retail TiVo Premiere (XL) boxes
Suddenlink, RCN, and Grande Premiere boxes
TiVo Series3 HD
TiVo HD (XL)

For a feature comparison, please refer to the features page: www.tivo.com/iPad

Premiere boxes must be on 14.7 or later software version in order to work with the TiVo App. To check your Premiere’s software version:

From TiVo Central go to Settings and Messages > Account and System Information > System Information.

If an update is required, see How to update the software on your TiVo box.

NOTE: If this is a new activation, the Premiere automatically updates itself to the latest software version within 24-48 hours of activation.

Make sure you enable the "Network Remote Control" setting on your TiVo box. You can do this by using the following path:

From TiVo Central, go to TiVo Central > Settings and Messages > Settings > Remote Control, CableCARD, and Devices > Network Remote Control.

Common Troubleshooting

My iPad can't find my TiVo box

My iPad can't connect using my Media Access Key

My iPad can only connect to my TiVo box using My Account login

I get the message "In order to use this application, you need to be connected to the Internet"

When I select some programs in My Shows, the information section lists "To Be Announced" or "No Information available"

I renamed my TiVo box and now the iPad TiVo app lists both the old and new name, and won’t let me select either

I have enabled Network Remote Control on my TiVo Series3 box but the TiVo App for iPad still prompts me to enable network remote control

The keyboard does not work with some applications/features on my TiVo Series3 box

My TiVo box shows up as "DVR-####" after scanning for TiVo boxes

TiVo App for iPad software version information

My iPad can't find my TiVo box

If you are experiencing issues locating your TiVo box through the iPad app:

1. Make sure you are using your local WiFi connection instead of 3G/4G network.

2. Make sure the "Network Remote Control" setting on your TiVo box is enabled. To verify, go to TiVo Central > Settings and Messages > Settings > Remote Control, CableCARD, and Devices > Network Remote Control.

3. Verify that your TiVo box is connected to your network. To do this:

On a Premiere: From TiVo Central go to Messages & Settings > Settings > Phone & Network > Connect to the TiVo Service now
On a Series3: From TiVo Central > Settings and Messages > Settings > Network & Phone > View network diagnostics > Test Internet connection

If the test is successful, then your TiVo has a proper connection to the internet.

4. Powercycle the TiVo box. Once restarted, connect it with the iPad again.

5. If still unsuccessful, then restart your network router by unplugging it, waiting 30 seconds and plugging it back in. Once the router restarts and your iPad has reconnected to your router, attempt to locate and connect to your box on your iPad again.

NOTE: The TiVo app uses the Bonjour discovery system and in some instances, certain routers do not support this system. Please check with your router manufacturer to determine if there is a defect and if upgrade is available.

My iPad can't connect using my Media Access Key

Verify that it is your TiVo box to which the iPad is attempting to connect. If you share a network connection, the iPad may be attempting to connect to a TiVo box on another account. If you are positive that the TiVo box to which you are attempting to connect is your box, verify that you entered the correct Media Access Key. You can do this by opening TiVo Central, and selecting Settings and Messages > Account and System Information > Media Access Key.

IMPORTANT: Newly activated TiVo boxes should receive their Media Access Keys within 24-48 hours of activation.

If the Media Access Key is still not available from the TiVo box after that time period then please attempt this workaround:

1. Sign in to your account on http://www.tivo.com.

2. Once logged in: Select My TiVo > My Account > Change DVR preferences.

3. Find the TiVo box that does not show the Media Access Key and uncheck both Video Sharing and Enable video downloads.

4. Click Save on the bottom.

5. Return to Change DVR preferences.

6. On the same TiVo box, re-enable Video Sharing and Enable video downloads.

NOTE: To do this, repeat Steps 3-4.

7. Click Save on the bottom.

8. Wait 15 minutes and then force a connection to the TiVo service.

9. When the service call is complete, check again for the Media Access Key.

10. If you still do not see the Media Access Key, contact TiVo Customer Support.

My iPad can only connect to my TiVo box using My Account login

Some iPad devices can connect to the Internet using Wi-Fi or 3G/4G. Make sure your iPad is using the Wi-Fi connection and not 3G/4G.

I get the message "In order to use this application, you need to be connected to the Internet"

1. Make sure your iPad is not in Airplane Mode.

2. Verify that your router and modem are operational.

When I select some programs in My Shows, the information section lists "To Be Announced" or "No Information available"

Programs that have been transferred to your TiVo box from another TiVo box or TiVo Desktop currently do not transfer the data required by the TiVo App for iPad to display the program information. The program information is required for the app to perform functions such as Watch now.

I renamed my TiVo box and now the iPad TiVo app lists both the old and new name, and won’t let me select either

The local network has cached the old name. Please reboot your TiVo box to clear out the cache.

I have enabled Network Remote Control on my TiVo Series3 box but the TiVo App for iPad still prompts me to enable network remote control

On TiVo Series3 boxes, it is sometimes necessary to reboot the box for the Network Remote Control setting to take effect. Please reboot your box.

The keyboard does not work with some applications/features on my TiVo Series3 box

When using a TiVo Series3 box, the keyboard only works when using Search by title and WishList.

My TiVo box shows up as "DVR-####" after scanning for TiVo boxes

Your TiVo box information could not be fully assessed by the TiVo App due to a failure with Bonjour Discovery on your network. Instead of showing your TiVo box’s name, your TiVo box is being identified as “DVR-####”, where “####” is the last four characters of your TiVo serial number. The TiVo App can still connect to the TiVo box in this state and all features supported on the TiVo App for the box will work as normal.

TiVo App for iPad software version information

Version 1.9.1 (April, 2012)

New TiVo discovery code designed to find all TiVo boxes on your network
Updated graphics for the iPad3 retina display
Improved guide performance and bug fixes
Multiple crash and bug fixes

Version 1.9 (March, 2012)

New Browse User Interface
In Away mode, Premiere users can access and use all functions in My Shows, To Do List, Season Pass Manager
Series3 users can now view their To Do List, but cannot delete shows. They can also utilize the Season Pass Manager
The following recording functions have been added:
- "Keep Until I Delete" is now an option when scheduling a recording
- Recording options for shows set to record in the To Do List
- You can now create WishLists for shows that aren't airing right now
- When scheduling a LiveTV you will now be prompted to add time to the start and end
Open My Shows folders on the iPad are now collapsible
Get From now functional with Hulu & Netflix apps
The app connects better over a wireless network and is less likely to drop the connection
When you sign into Facebook it is now a single sign-on
Signing into Twitter requires username and password instead of a PIN
Rate this App will not prompt after two weeks of successful use

Version 1.6 (December, 2011)

Resolves issues finding TiVo Premiere boxes
Resolves misidentification of Premiere boxes as Series3 boxes
Provides one-touch access to actor info within show descriptions
Enables programming guide to go back and display shows that have already aired
Resolves sign-in failure issues in "Away" mode
Enhances "Get From" display and functionality
Multiple performance enhancements

Version 1.5 (July, 2011)

iPad and iPod Touch support
Limited support for TiVo Series3 HD, TiVo HD, and TiVo HD XL DVRs
Support for non-TiVo customers to explore the TiVo App using Guest mode
Support for Suddenlink, RCN, and Grande Premiere boxes
Bug fixes, performance and connectivity improvements

Version 1.2 (April, 2011)

New channel search feature which allows you to search channels in the guide by channel number or station name (Ex: ESPN, etc)
New fast channel indexes in the guide allow you to quickly jump to a group of channels by channel number
New disk space meter in My Shows lets you see the percentage of disk space the box is using
Fixes crashing/connection loss issues when waking the app from standby or resuming after multitasking
Significant performance improvements
Previous versions would remember your TiVo.com login credentials even if you did not check "Stay Signed In". This version fixes the issue.
Occasional 'Premiere not found' networking problem will be resolved in an upcoming TiVo box software release.

Version 1.1 (February 28, 2011)