TiVo Desktop/Desktop Plus for PC: Troubleshooting

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As of June 5, 2013, the free version of TiVo Desktop is discontinued. If you already have an existing copy of the free version of TiVo Desktop, it will still function normally - nothing has changed.

New TiVo Desktop customers can purchase TiVo Desktop Plus to take advantage of the full set of Desktop features.

PRICE REDUCED: You can now purchase TiVo Desktop Plus for $15.99, down from $24.95!



IMPORTANT! TiVo Desktop Plus is compatible with Windows 8. However, the free version of TiVo Desktop is NOT supported in Windows 8 or above.


 

Known Issue: Unable to transfer from DVR to PC

On February 16, 2013, the TiVoToGo feature of the TiVo Desktop application for Windows PCs no longer allowed transfers from the DVR to the PC. A patch has been developed which will restore the TiVoToGo transfer feature.

If you were having trouble prior to February 16, or having trouble with a different feature of TiVo Desktop, this patch is unrelated and may not be applicable. Please follow the other troubleshooting steps detailed further down in the article for assistance.

To apply the TiVoToGo Transfer patch, please follow these steps:

  1. Download the TiVoToGo patch by clicking here.
  2. Open the tivo-desktop-patch-setup.exe file to apply the patch.
  3. Follow the instructions to apply the patch.
  4. Once the patch has been applied, attempt to initiate a transfer.
  5. If successful, your TiVo Desktop application will continue to allow transfers.
  6. If unsuccessful, it is possible the patch may not have installed correctly. Please attempt to apply the patch again.
  7. If the second attempt is unsuccessful, please contact TiVo Technical Support for assistance.

This patch applies only to TiVo Desktop 2.8.3 for Windows. Older versions of TiVo Desktop and other third-party applications and devices, such as ReadyDLNA devices, Windows Home Server devices, and Roxio Toast/Popcorn for Mac may still be incompatible. Until a software update is made available for TiVo DVRs, these 3rd party devices and software may not allow transfers. The availability date for these software updates is still to be determined.


Installation and Setup Troubleshooting

Installation troubleshooting

Use the following instructions if you experience problems installing TiVo Desktop on your PC.

  1. Make sure that you are installing the latest version of TiVo Desktop.
  2. Use the TiVo Desktop Cleaner utility to completely remove any previous version of TiVo Desktop on your PC. Then, contact our Tech Support team for a link to reinstall the latest version of TiVo Desktop. TiVo Desktop Cleaner does not remove your MAK or TiVo Desktop Plus keys. However, you will lose any Web Video subscriptions and Watch Folder settings you may have created. 
  3. Show the steps
    1. Download TiVo Desktop Cleaner, locate the downloaded file TivoDesktopCleaner.zip, right click on the file, and select Extract All... to extract the files into a folder on the desktop.
    2. Open the folder containing the extracted TiVo Desktop Cleaner files.

      Windows XP users: Right click on the TivoDesktopCleaner file and choose Open from the drop down menu.

      Windows Vista and Windows 7 users: Right click on the TivoDesktopCleaner file and select Run as Administrator from the drop down menu. If you have Windows Vista User Account Control (UAC) enabled, a window is displayed which states "If you started this action, continue." Click the Continue button to run TiVo Desktop Cleaner.

    3. When the Command Prompt window is displayed, you are asked if you want to continue. Type "Y" to allow Tivo Desktop Cleaner to remove the current installation.

      TiVo Desktop Cleaner performs the following functions:

      • Stopping software
      • Cleaning registry
      • Zapping installation
      • Deleting files

      When these tasks are complete, you will see the message "TiVo Desktop has been removed from your system." Press any key to complete the process and close the Command Prompt window.

    4. Now that the previous version of TiVo Desktop is removed, try to install TiVo Desktop again.
  4. Re-install Visual Basic Script* on your PC and try installing TiVo Desktop again.

    IMPORTANT: Windows Vista and 7 users, skip this step and install the latest version of TiVo Desktop.

    Show the steps
    1. Download VBScript from the Microsoft web site and follow the directions for installation.
    2. Once you have installed VBScript, try to install TiVo Desktop again.
  5. Register VBScript* with Windows and try installing TiVo Desktop again.
    Show the steps
    1. Click the Start Menu.
    2. Select All Programs.
    3. Select Accessories.
    4. Select the Command Prompt accessory.
    5. Right-click the Command Prompt accessory and select Run as administrator.
    6. Type "regsvr32 vbscript.dll" and press the ENTER key.
    7. When the registration is complete, you will see a response indicating that the registration of VBScript has succeeded. Click the OK button.
    8. Close the Command Prompt window and try to install TiVo Desktop again.

* We provide this for informational purposes only. TiVo makes no representations or warranties as to the suitability of third party software. Any installation of third party software is at your risk. If you need support relating to the third party technology, please contact the manufacturer directly.

My PC and DVR are unable to see each other

  1. If you just installed or updated TiVo Desktop, restart your PC and restart your DVR.
  2. Force a connection to the TiVo Service.
  3. Ensure that you are running TiVo Desktop software version 2.8.
  4. TiVo Desktop uses the Bonjour System Service to discover the DVRs on your network. Verify that if Bonjour is running:

    1. From the Start menu, right click on My Computer and choose Manage.
    2. Double-click on 'Services and Applications'. A control panel will open.
    3. Double-click on Services. 'Bonjour Services' will appear in the displayed list. Verify that If the status indicates is anything other than 'Started'., iIf it does not, right-click on Bonjour Services and select 'Start.'
  5. If Bonjour is already started but the devices still cannot see each other, follow these steps:

    1. Select 'TiVo Server Properties' from the menu bar in the TiVo Desktop application.
    2. Choose the Network tab. If you have Discovery Protocol set to 'Bonjour for Windows', select TiVo Beacon instead. Alternatively, if you are using 'TiVo Beacon', select 'Bonjour for Windows'.
    3. Restart the TiVo Desktop application and your PC, and then restart your DVR. If these steps do not resolve the issue, proceed to Step 5 below.

  6. Restart your TiVo DVR.
  7. TiVo Desktop and your TiVo DVR may not be able to communicate while using a Virtual Private Network (VPN) connection. If you connect to a VPN, disconnect.
  8. If you have a software-based firewall such as Black Ice, Norton Internet Security, ZoneAlarm, or McAfee Personal Firewall installed on your PC, it may be necessary to adjust your settings to allow your PC to communicate with your DVR. For more information on which ports need to be open, go to What network ports do I need to open when using my TiVo DVR?
  9. If you have more than one network card, please make sure the TiVo Server is using the same connection as your DVR. You can check the connection by right-clicking on the TiVo icon in the system tray and selecting 'TiVo Server Properties.' The selected adapter is displayed at the bottom of the tab titled 'Configuration' and can be reset with the 'Change...' button.

Music and Photo Sharing Troubleshooting

My DVR cannot find my music or photos server.

  1. Verify that the PC containing the music and photo files has power.
  2. Verify that you are using TiVo Desktop software version 2.8.
  3. Verify that the TiVo Server is running on the PC. Look for the TiVo icon in the system tray located at the bottom right of the desktop.

    • If the TiVo icon has a red X over it, right-click the icon and select Restart the TiVo Server.
    • If the TiVo icon is not showing in the system tray, start the TiVo Server: From the Start menu, select All Programs, then TiVo Desktop, then TiVo Server Properties, and then click the Start button.

      NOTE: To have the TiVo Server load at start up, right-click the TiVo icon in the system tray and choose TiVo Server Properties. In the Configuration tab, select Start the TiVo Server when I log in to Windows.

  4. Right-click the TiVo icon in the system tray and choose TiVo Server Properties. In the Access Control tab, verify that your DVR appears in the list and is allowed to access files on the PC.

    NOTE: If "Only allow the selected TiVo DVRs to access media files" is selected, only DVRs listed and check-marked can see music and photos from this computer.

  5. Verify that you have published music or photos. For information on publishing, go to How to view photos from your PC or Mac or How to stream music from your PC or Mac


  6. Warning: The following steps may require changes to your home network settings. Please refer to your home networking equipment manufacturer for specific help and information.

  7. If you have Virtual Private Networking (VPN) software such as Cisco VPN or IBM Netstructure installed on your PC, you may need to adjust your settings or turn off your VPN software in order to use Music & Photos. This is necessary because the VPN software masks the actual IP address of your PC and makes it impossible for your DVR to see TiVo Desktop.

    NOTE: When upgrading the Cisco VPN software, be sure to uncheck the option Stateful Firewall On. Cisco VPN software automatically enables this upgrading and prevents Bonjour from operating properly.

  8. If you have a software-based firewall such as Black Ice, Norton Internet Security, ZoneAlarm, or McAfee Personal Firewall installed on your PC, it may be necessary to adjust your settings to allow the TiVo Server to broadcast the beacon signal to your DVRs. For more information on which ports need to be open, go to Which network ports and IP addresses do I need open when using my TiVo box?

    Some routers have a setting called loopback that the router usually turns on by default. If your router has enabled loopback, your TiVo DVR will not be able to see the Music and Photos servers. Try turning that setting off on the router configuration screens (see the manual that came with your router for details).

  9. Check the firewall settings on your router. You may need to disable the firewall on the router itself in order to use Music and Photos.

A broken picture icon appears when I try to view a photo through my DVR

If the DVR is showing a broken picture icon when you are browsing or viewing photos:

  1. Unpublish and then publish the photo(s) again in TiVo Desktop:

    1. Select the "Share Music, Photos, & Video" icon.
    2. Click "Photos."
    3. Select the photo(s) to unpublish, then click "Remove."
  2. Verify that the file is not corrupt. If the photo displays correctly in the Preview frame of TiVo Desktop and still shows as a broken picture icon on the DVR, then it is possible the file is corrupt. You may be able to use a third-party photo editing application to fix the corrupt file.
  3. Check your network connection. For more information, go to General network troubleshooting tips.

An error message appears stating a file is locked when I try to modify it on my PC

If you receive an error stating a file is locked when trying to modify it on your PC, shut down and restart the TiVo Server:

  1. In the taskbar (next to the clock), double-click the TiVo icon to launch TiVo Desktop.
  2. From the Server menu, click TiVo Server Properties.
  3. Click the Exit button, then click Yes to confirm.
  4. From the Server menu, select Restart TiVo Server.

I received an error message when I tried to move or delete a song while it was playing on my DVR

If you move or delete files while the DVR is playing them, it may cause an error on the DVR. To fix the error, shut down and restart the TiVo Server:

If you receive an error stating a file is locked when trying to modify it on your PC, shut down and restart the TiVo Server:

  1. In the taskbar (next to the clock), double-click the TiVo icon to launch TiVo Desktop.
  2. From the Server menu, click TiVo Server Properties.
  3. Click the Exit button, then click Yes to confirm.
  4. From the Server menu, select Restart TiVo Server.

DVR responds slowly when browsing music files

If the DVR responds slowly when you browse music files:

  • Your music directory on your computer may contain a large number of files, causing the navigation on your DVR to be slow. For faster browsing, divide your music into different folders; for example, group songs by artist or album.
  • Verify that there are only music files in the file directory that you have published. Move non-music files from your published music directories. Video files in a music directory can cause slow browsing on both TiVo Desktop and the DVR.

DVR responds slowly when browsing photo files

If the DVR responds slowly when you view photos:

  • Your photo directory on your computer may contain a large number of files, causing the navigation on your DVR to be slow. To allow for faster browsing, divide your photos into different folders. Many customers group photos by theme.
  • Verify that there are only photo files in the file directory that you have published. Remove any non-photo files from your published photo directories. Non-photo files in a photo directory can cause slow browsing on both TiVo Desktop and your DVR.
  • Decrease the file size of your photo files to improve transfer speeds. Many digital cameras produce large, high-resolution photo files. Larger images can take longer to transfer from your home network to your TV. Keep in mind that many digital cameras are capable of taking pictures with a higher resolution than a TV can display. For assistance with decreasing the file size of your images, refer to the user guide or online help for your photo editing application.

Music sounds distorted or pauses during playback

If one of your songs sounds distorted or is cut off, try playing the song using a music application on your PC to ensure that the source file is not corrupted.

If your music pauses during playback, it may be due to network congestion. Go to General network troubleshooting tipsfor information on how to optimize your network setup.

Error message, "Unable to launch the application" is displayed when the "Preview Photos 2.0 (with HD support) for Series3 HD DVRs" check box is selected in TiVo Desktop Server Properties.

If you have never used HD Photos 2.0, or have recently installed a new version of TiVo Desktop, you may encounter an error message when you attempt to use the HD Photos 2.0 feature. If you see the "Unable to launch the application" error message when you select the "Preview Photos 2.0 (with HD support) for Series3 HD DVRs" check box from the TiVo Desktop Server Properties window, it means that TiVo Desktop is unable to download a required file. This can happen if the download server is temporarily unavailable.

You will not be able to use HD Photos 2.0 until TiVo Desktop can download the file. To use TiVo Desktop and avoid this error message, simply remove the check mark from the "Preview Photos 2.0 (with HD support) for Series3 HD DVRs" check box and use the default TiVo Desktop photos functionality. You may also view your photos in HD by using the Photos & Slideshows feature on your TiVo DVR.

I encounter error #43-400 or #3-43-100 when I try to view photos or music

This error occurs when your TiVo box can see your PC, but Bonjour is not functioning properly. Follow the instructions in steps 2 and 3 of "My PC and DVR are unable to see each other" to resolve the issue.

If these steps are unsuccessful, switch to TiVo Beacon. Open TiVo Desktop, click TiVo Server Properties, then click the Network tab. Restart the TiVo Desktop application, and your PC, and then restart your DVR.

My music folder appears on my TiVo, but some or all of my music is missing

If you use iTunes, your music files must be placed in the "Automatically Add to iTunes" folder. This ensures they are added to the iTunes library properly so your TiVo box can see them.

In order for the TiVo to stream your music, it must be in Mp3 format. When iTunes imports music, it converts the files based on the settings in iTunes preferences. The default setting is AAC format, which is incompatible with your TiVo DVR. To change your iTunes conversion settings, follow these steps:

  1. With iTunes open, insert an audio CD into your computer.
  2. If asked to import the CD, click No.
  3. Click the Import Settings... button
  4. For Import Using, select MP3 Encoder. Unless you're familiar with what changes need to be made, leave the settings on default.

Error number 80040013

The error number 80040013 will occur when there is not enough disk space to convert a file after it has been transferred from your TiVo DVR to your PC.

If you receive this message, you will need to complete the steps below:

  • Free some space on your hard drive.
  • If you are using TiVo Desktop 2.4a or earlier, delete the program's .TiVo file from TiVo Desktop, and then transfer the program from your TiVo DVR to your PC again. If you are using TiVo Desktop 2.5 or later, simply right click on the program you wish to convert for portable use, and select Convert for ... from the drop down menu.

Video Playback Troubleshooting

Playback Issues

The quality of the video on your PC depends on a variety of factors including the quality level of the original recording, the codec and player you use to play it back on the PC, and the video card on the PC. We recommend that you use the supported codecs and Windows Media Player 11.0, or later, to ensure the highest quality playback.

If you are having playback issues, perform the following steps:

  1. Make sure that you have a supported MPEG-2 codec. Go to What codecs are supported to play TiVoToGo files on my PC?
  2. Make sure that you have a supported media player. We recommend Microsoft Windows Media Player 11 or later.
  3. If the audio volume of the video is too low when programs are played back on your PC, you can adjust the volume. From the File menu in TiVo Desktop, select Preferences. Adjust the slider under the Audio Boost section as necessary.
  4. Your processor needs to be running at full speed to play back the programs transferred to your PC correctly. Some laptops switch to a lower processor speed when they are running on battery power which may be insufficient to play back video. You may need to adjust your laptop settings or connect your laptop to a power source to play back the programs.

    NOTE:: If you are running TiVo Desktop software with Windows Vista 64 bit and are experiencing problems with video playback, there could be two reasons:

    1. If you have Windows Vista Business edition, it does not include the proper codecs for TiVo Desktop playback. You can purchase TiVo Desktop Plusto install them.
    2. If you have Ultimate or Home Premiere versions of Windows Vista, or if you are using TiVo Desktop Plus, it is possible that either the MPEG-2 codec is not properly registering or that another codec has been installed and Windows Media Player is giving preference to the other codec.

      Check the codec selected for playback: Select 'Properties' from the 'File' menu after clicking the video file once and note the value for 'video codec'. With the Plus key, it should be 'MainConcept MPEG-2 Video Decoder'.

      If you see a different codec listed, uninstall TiVo Desktop, run the TiVo Desktop Cleaner, and then reinstall TiVo Desktop (you will need to contact TiVo Tech Support for a link to the download). This will set the appropriate codec as the default for the player and should resolve the playback issue.

Video Transfer Troubleshooting

My TiVo DVR says there are no recordings on my PC

If your TiVo DVR displays the message "The <your computer name> has no recordings." when you attempt to access your Windows PC from the Now Playing List, try the following:

  1. Make sure you are using TiVo Desktop 2.8 or a later version.
  2. Verify that you have video files of a valid format in the TiVo Recordings folder of TiVo Desktop.
  3. Exit and restart the TiVo Desktop application on your PC.
  4. Verify the Media Access Key (MAK) is correct.
  5. Check the sharing level settings:

    1. From the Services menu, select TiVo Server Properties. The TiVo Server Properties window appears.
    2. Go to the Access Control tab.
    3. Select "Automatic" if you wish to share with all the DVRs on your network or "Custom" and checkmark the boxes next to the DVRs with which you wish to share.
    4. Click Close.
  6. If you are using a wireless network, verify that your TiVo DVR and PC are on the same wireless network.

Unable to transfer video from TiVo DVR to PC

On February 16, 2013, the TiVoToGo feature of the TiVo Desktop application for Windows PCs no longer allowed transfers from the DVR to the PC. A patch has been developed which will restore the TiVoToGo transfer feature.

If you were having trouble prior to February 16, or having trouble with a different feature of TiVo Desktop, this patch is unrelated and may not be applicable. Please follow the other troubleshooting steps detailed further down in the article for assistance.

To apply the TiVoToGo Transfer patch, please follow these steps:

  1. Download the TiVoToGo patch by clicking here.
  2. Open the tivo-desktop-patch-setup.exe file to apply the patch.
  3. Follow the instructions to apply the patch.
  4. Once the patch has been applied, attempt to initiate a transfer.
  5. If successful, your TiVo Desktop application will continue to allow transfers.
  6. If unsuccessful, it is possible the patch may not have installed correctly. Please attempt to apply the patch again.
  7. If the second attempt is unsuccessful, please contact TiVo Technical Support for assistance.

If the known issue described above does not apply, and you are still having issues transferring a recording from your TiVo DVR to your Windows PC:

  1. Make sure that you have the PC turned on, connected to a power source, and connected to the network. If you are using a laptop, make sure that it will not go into Sleep or Hibernate mode, and that the hard disk is not set to turn off for power saving purposes.
  2. Make sure that you have entered your Media Access Key (MAK) correctly in TiVo Desktop. Double-click the TiVo icon in your taskbar or on your Windows desktop. Click on the File menu, and then choose Set Media Access Key. Enter the Media Access Key for your TiVo DVR.

    NOTE: You can find your Media Access Key in either of these two places:
    From your TiVo box: Go to TiVo Central, select Messages & Settings, then Account & System Information, and look for Media Access Key.
    Online: Log in to your My TiVo account and click View media access key.

  3. Make sure that the TiVo icon appears in the taskbar (near the clock). If it does not, start TiVo Desktop from the Start menu.

    To do this, select Start, then All Programs, then TiVo Desktop, and then TiVo Server Properties. Click the Resume or Start button. (The button that appears depends on whether the server is paused or stopped.)

    NOTE: To avoid this problem in the future, check the box next to Start the TiVo Server automatically when I log on to Windows on the Configuration tab of the TiVo Server Properties window.

  4. If the Now Playing lists are not visible, verify that both your TiVo DVR and your PC are connected to your home network on the same subnet (most home networks only have one subnet). For more information about connecting your TiVo DVR to a network, see <How to connect a TiVo device to your network
  5. Make sure your PC has adequate hard drive space to transfer the recordings.
  6. If the Now Playing List for your PC does not list videos you have transferred from the web to your PC, confirm that the videos are in the My TiVo Recordings folder within your My Documents folder. If the videos are in another folder, place a shortcut to that folder into the My TiVo Recordings folder.

    The Now Playing List for your PC lists only videos within the My TiVo Recordings folder or within folders with shortcuts in the MyTiVo Recordings folder. For performance reasons, TiVo Desktop only lists videos in folders two levels deep within the My TiVo Recordings folder.

    Warning: Steps 6 through 9 may require changes to your home network settings. Please refer to your home networking equipment manufacturer for specific help and information.

  7. If you have Virtual Private Networking (VPN) software such as Cisco VPN or IBM Netstructure installed on your PC, you may need to adjust your settings or turn off your VPN software in order to use TiVo Home Media features.

    NOTE: When upgrading the Cisco VPN software, be sure to uncheck the option Stateful Firewall On. Cisco VPN software automatically enables this when upgrading, and prevents Bonjour from operating properly.

  8. If you have a software-based firewall such as Black Ice, Norton Internet Security, ZoneAlarm, or McAfee Personal Firewall installed on your PC, it may be necessary to adjust your settings to allow TiVo Desktop to see the programs stored on your TiVo DVRs. For more information on which ports need to be open, go to What network ports do I need open when using my TiVo DVR?
  9. If your TiVo DVR is connected to your network, but does not show in TiVo Desktop, go to General network troubleshooting tips.
  10. If you have formatted your PC with the FAT32 file system, make sure the videos you are trying to transfer are less than 4 GB (roughly 1 hour of HD or 4 hours of standard definition).

    NOTE: To determine your hard drive's format, select My Computer from the Start Menu. Right-click on the name of your hard drive and choose Properties. Look at the File System field. Windows 2000 and XP use the NTFS file system by default.

My Web video transfer is not appearing on my TiVo DVR (TiVo Desktop Plus only)

  1. Verify you have your PC powered on, not in sleep or hibernation mode, and is not using a VPN connection.
  2. Verify you have your TiVo DVR powered on, not in the process of doing a Multi-room viewing transfer, or making a connection to the TiVo service.

Slow transfer speed

If you are having issues with transfer speed:

The speed of the transfer can be affected by a variety of factors including wireless signal strength, network activity, recording quality of the video you wish to transfer, and possible interference from devices such as microwaves, portable phones, and baby monitors. To troubleshoot slow transfers, do the following:

  1. If you are using a wireless network, switch to a wired Ethernet or MoCA network.
  2. On Series3 and Premiere DVRs, use Transfer Historyto determine the speed of the last transfer. If it was lower than expected, go to General network troubleshooting tipsfor information on how to optimize your network.
  3. You may have the option on your TiVo DVR to record programs at lower quality which will increase the speed of transfer. See Recording Optionsfor more information about this option.
  4. Remove other devices from the network, and minimize network traffic while transferring media files from your TiVo DVR to your PC.

TiVo Conversion Error Number 80040013

Conversion Error Number 80040013 occurs when there is not enough disk space to convert a file after you have transferred it from your TiVo DVR to your PC.

If you receive this message, you will need to remove some recordings from your PC to make room for the recording you are attempting to transfer. Then right-click on the program you wish to convert for portable use, and select "Convert for..." from the drop-down menu.

"Details Unavailable" appears for a program when viewed from TiVo Desktop

If a program under "Pick Programs to Transfer" shows as "Details Unavailable," clear the TiVo Desktop cache. To clear the cache:

  1. Stop all transfers currently in progress.
  2. Before clearing the cache, you must ensure that both TivoServer.exe and TivoDesktop.exe are not running. These applications may crash or display incorrect information if the cached information (especially the cookies) disappears while they are running.
  3. To shut down the TiVo Server, right click on the TiVo icon in the system tray, select TiVo Server Properties > Exit > Yes. To close the TiVo Desktop program, from the File menu, select Exit.
  4. Open My Computer, select Local Disk (C) drive, then go to Documents and Settings\<username>\Local Settings\Application Data\TiVo Desktop

    NOTE: If you see a message warning that your folders are hidden, select Show the contents of this folder.

    • If you are using TiVo Desktop 2.4 or later, delete the Cache folder and the Cookies file.
    • If you are using TiVo Desktop 2.3, delete the Cookies file.
    • If you are using TiVo Desktop 2.2, delete the TiVoDesktopCookieJar and TiVoServerCookieJar files.


    After you have deleted the files,the files, right-click on your computer’s Recycle Bin and select Empty Recycle Bin to remove the files from your computer.

  5. Restart TiVo Desktop. It is not necessary to restart the computer or TiVo DVR before restarting TiVo Desktop.

    NOTE: All the deleted items will be re-created the next time TiVo Desktop runs.

Web Season Passes missing (TiVo Desktop Plus only)

If you link a new computer to your My TiVo account, you will lose any web season passes you may have created with a previous computer. You can only link one computer at a time to a My TiVo account. You will need to recreate your web season passes after linking a new computer to your My TiVo account.

Unable to schedule a Web Season Pass or one-time download from my TiVo DVR (TiVo Desktop Plus only)

If you receive an error message on your TiVo DVR when you attempt to schedule a Web Season Pass or one-time web video download, this may indicate high levels of network traffic. Please try to schedule your Web video download later.

System cannot find the file specified

If you see Desktop error "System cannot find the file specified", it is because the program timed out due to too many requests.

This can happen when you have too many transfers scheduled, particularly if they are auto-transfers. You can avoid this error by reducing the number of auto-transfers and the 'Keep At Most' setting for that auto-transfer. You may also try setting the Desktop Performance to 'Low.'

If this error appears while scheduling individual programs, request fewer transfers during that specific date/time.

Transfer or conversion was interrupted

I cancelled my transfer before it had time to finish.

Cancelled transfers will not be converted. If you cancelled a transfer before it was finished, you will need to begin the transfer again and complete the process.

I had to shut down my computer before the transfer could be converted.

If the conversion process is interrupted, the conversion will not complete. Be sure to give each conversion sufficient time to finish. Be sure your computer is not set to go into standby mode, hibernate, or shut down.

What does the "delete the original transferred files after conversion" setting mean?

Choosing this setting, will cause the transferred .tivo file to be deleted once it has been converted to a portable media format.

If the conversion does not succeed, the TiVo recording will not be deleted. In order to successfully convert the file, delete the recording from TiVo Desktop and begin the transfer again.

Desktop Plus Key Issues

TiVo Desktop Plus license key is not working

What is the TiVo Desktop Plus Key?

The TiVo Desktop Plus Key extends the file transfer and conversion abilities of TiVo Desktop. TiVo Desktop Plus allows you to automatically convert your TiVoToGo transfers to play on a variety of portable devices with video support, including the following:

  • Apple iPod, Apple iPhone, Apple iPod Touch, Apple iPad
  • BlackBerry Bold, BlackBerry Curve, BlackBerry Pearl, BlackBerry Storm, BlackBerry Tour
  • Nokia N80
  • Palm Pre, Palm Treo 650
  • Sony Playstation Portable (PSP)
  • Zune, Zune HD
  • H.264 compatible devices
  • MPEG-4 compatible devices

TiVo Desktop Plus also makes it possible to view videos, collected from the web, on your broadband connected TiVo DVR.

Supported formats include:

  • Windows Media Video (.wmv)
  • QuickTime Movie (.mov)
  • MPEG-4/H.264 (.mp4, .m4v, .mp4v)
  • MPEG-2 (.mpg, .mpeg, .mpe, .mp2, .mp2v, .mpv2)
  • DivX or Xvid (.avi, .divx)

NOTE: Files with digital rights management (DRM) or other copy protection are not supported.

How do I get the TiVo Desktop Plus Key?

You can download the latest TiVo Desktop version and purchase a Plus Key by visiting tivo.com/desktop.

Will I need a separate Plus Key for each of my computers?

Yes. You will need to purchase one Plus Key for each computer running TiVo Desktop.

My Plus Key license code is not working

  1. First, make sure you have the correct Plus Key code and have entered it correctly.
  2. You can retrieve your serial # or unlock code by logging into My Account and going to your Order History.
  3. If it is still not working please contact TiVo Customer Service.

I lost my Plus Key information.

If you purchased your TiVo Plus Key after 3/25/2010, you can easily retrieve it by logging into My Account and checking your Order History for your key information.

If you purchased your TiVo Plus Key prior to 3/25/2010, please call TiVo Customer Supportfor assistance retrieving your Plus license number.


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