TiVo App for Android: Troubleshooting

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Getting Started

This article explains how to troubleshoot problems with the TiVo App on your Android device.

If you are looking for more information about using the TiVo App for Android, see TiVo App for Android: Use or www.tivo.com/android.

If you still need to install the TiVo App for Android, see TiVo App for Android: Installation.

 


 


Common Troubleshooting

My Android device can't find my TiVo DVR



NOTE: HTC Android devices need to be running Android 2.2.2.

If you are experiencing issues locating your TiVo DVR through the TiVo App for Android device:

  1. Make sure your Android Phone or Tablet is using the Wi-Fi connection and not 3G/4G.
  2. Verify that your TiVo DVR is connected to your network. To do this:
    • Roamio Series DVR: From TiVo Central > Settings & Messages > Settings > Network > Connect to the TiVo Service now.
    • Premiere Series DVR: From TiVo Central > Settings and Messages > Settings > Network & Phone > Connect to the TiVo Service now
    • Series3 DVR: From TiVo Central go to Messages & Settings > Settings > Phone & Network > Connect to the TiVo Service now
  3. Powercycle the TiVo DVR. Once restarted, connect it with the Android device again.
  4. If your device still can't locate your DVR, restart your network router by unplugging it, waiting 30 seconds and plugging it back in. Once the router restarts and your Android device has reconnected to your router, attempt to locate and connect to your DVR again.

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

  5. If you are using a wireless connection on your TiVo DVRs, you may want to consider using a wired connection through Ethernet or MoCA. This will improve the speed of your video downloads.
  6. Series3 only: Make sure the "Network Remote Control" setting on your TiVo DVR is enabled. To verify, go to TiVo Central > Settings and Messages > Settings > Remote Control, CableCARD, and Devices > Network Remote Control.

My app exits/crashes when I try to launch it

This can be caused by having more than one TiVo App installed on your Android device. If you have more than one App installed:

  • Remove all instances of the TiVo App from your device
  • Go to the Google Play Store or the Amazon Store and download either the Phone build (if your mobile screen size is less than 10") or the Tablet build (if your mobile screen size is 10" or above).

My Android device can't connect using my Media Access Key

You must use your tivo.com account email and password to use the TiVo App. MAK login is no longer necessary.

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

  1. Make sure your Android device is not in "Airplane Mode."
  2. If using WiFi, verify that your router and modem are operational.
  3. If using cellular, verify that you are connected to a 3G/4G network.

I receive the error "Either the email address or password you entered is invalid."

Verify your email and password by signing in to your account at tivo.com. If you have difficulty, use the "Forgot password" and "Email address not on file" options next to the sign-in button. If you have a TiVo device from your cable provider, you might not have an active TiVo account yet. You can choose "Click here to create an account" on the sign-in page, or contact TiVo Customer Support if you continue to experience sign-in problems.

I receive the error "Network error occurred" when I attempt to log in

  • Verify that you have an internet connection on your mobile device and you are able to access websites from your mobile device.
  • If you are using a WiFi connection, turn off and on Wifi through your mobile device settings.
  • Force close the TiVo App and launch it again.

I can't download a program to my Android device to watch later

TiVo App for Android does not currently support downloading from the DVR.

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

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

I renamed my TiVo DVR and now the TiVo App for Android lists both the new name and old and name, and won't let me select either

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

I have enabled Network Remote Control on my TiVo Series3 DVR but the TiVo App for Android still prompts me to enable Network Remote Control

On TiVo Series3 DVRs, it is sometimes necessary to reboot the TiVo DVR for the Network Remote Control setting to take effect. Please try rebooting your TiVo DVR.

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

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

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

The TiVo App for Android could not fully assess your TiVo DVR information due to a failure with Bonjour Discovery on your network. Instead of showing your TiVo DVR's name, your TiVo DVR 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 DVR in this state and all features supported on the TiVo App for the DVR will work as normal.

 

 


Streaming Troubleshooting

IMPORTANT: As part of the effort to ensure secure distribution of content to Android devices, TiVo and our content partners have established specific guidelines. Unfortunately, rooted devices do not meet these guidelines and are therefore restricted from accessing the streaming feature.

I can't stream recordings or live TV to my Android device

Please see TiVo App for Android: Installation for more information on streaming requirements.

Error: "Problem playing recording" (standalone TiVo Stream only)

Some TiVo App for mobile customers have reported that they receive an error after setting up the app with a standalone TiVo Stream. The app reports that the setup successfully completed, but when streaming a program, the error "Problem playing recording" appears. This issue will be fixed soon. In the meantime, perform the following steps to resolve the issue:

  1. From TiVo Central > Settings & Messages > Settings > Network > Connect to the TiVo Service now. This will ensure that the latest version of the software is installed.
  2. In the TiVo App, restart the TiVo Stream.

If these steps do not resolve the issue, contact TiVo Customer Support

I can't stream the program that I want

First, determine whether the program you are trying to stream is already recorded on your DVR or is from Live TV. Then use the following sections to troubleshoot your issue:

I can't stream a program that I have already recorded to my DVR

Content with copy protection cannot be streamed using the Out-of-Home Streaming feature. Only non-copy-protected ("0x00—Copy freely") can be viewed. See Questions about copy protection for more information about copy-protection.

If the program you are trying to stream is not copy-protected, there might be a problem with either your home network or the out-of-home network you are connected to. To troubleshoot your home network, see General Network Troubleshooting Tips.

If your home network is working correctly but the away-from-home network you are using is causing issues, try moving to a different location with a stronger network connection.

IMPORTANT: Remember, you must have UPnP enabled on your router for Out-of-home streaming to work. Refer to your router manufacturer's instructions for assistance with enabling UPnP.

I can't stream Live TV

There are multiple factors that can hinder a Live TV stream. Here are the most common issues and suggested troubleshooting steps:

Not enough tuners

Streaming live TV requires a dedicated tuner from your DVR. Your DVR uses a process called Dynamic Tuner Allocation to automatically dedicate tuners for streaming to other devices. However, if all of your tuners are being used, you will not be able to stream Live TV until you manually free up a tuner.

Network issues

Out-of-home streaming relies both on your home network and the network you connect to away from home. If either network is not functioning (or working with too low a connection speed), out-of-home streaming will not function correctly.

To troubleshoot your home network, see General Network Troubleshooting Tips.

If your home network is working correctly but the away-from-home network you are using is causing issues, try moving to a different location with a stronger network connection.

IMPORTANT: Remember, you must have UPnP enabled on your router for Out-of-home streaming to work. Refer to your router manufacturer's instructions for assistance with enabling UPnP.

Copy protection

Content with copy protection cannot be streamed using the Out-of-Home Streaming feature. Only non-copy-protected ("0x00—Copy freely") can be viewed. See Questions about copy protection for more information about copy-protection.

I can't access other DVRs on my network

If you can't see the other devices on your network, see Multi-Room Streaming for troubleshooting tips.

NOTE: If the DVR you are using to stream content to your Android device is connected to your home network using a WiFi connection, you won't be able to access the other DVRs in your home. Consider connecting the host DVR via a wired Ethernet or MoCA connection to solve this problem.

I want to disable out-of-home streaming

To disable out-of-home streaming, repeat the setup process for the TiVo App. Deselect Out-of-home Streaming, then select Continue. See TiVo App for Android: Installation for instructions.

Something is wrong with the content I am streaming

If the TiVo App is functioning correctly, but the content you are attempting to stream is missing or incorrect, verify that the DVR is recording the content correctly. This requires that you be in front of your DVR for troubleshooting.

 

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