TiVo Stream: Troubleshooting

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This article will help you troubleshoot setup, streaming, downloading, and playback issues with your TiVo Stream.

Setup Issues

Technical requirements for TiVo Stream

Error: "Problem playing recording" after a successful setup

Some TiVo App for iOS 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 for iOS, restart the TiVo Stream.

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

The TiVo Stream's status LED never turns solid white

This means that the TiVo Stream is unable to acquire an IP address from the Dynamic Host Configuration Protocol (DHCP) server.

  1. Check that you have securely connected the Ethernet cable to the TiVo Stream and the router or wall outlet.
  2. Is the link LED (the light on the right side of the Ethernet connector) lit and solid?

    Yes: go to Step 3.

    No: Go to The link LED on the Ethernet Port will not light up.

  3. Make sure you have DHCP enabled on the router.

    NOTE: If you need assistance, please contact your router manufacturer.

  4. Powercycle your network equipment.
  5. If you are using MAC filtering, disable it until the TiVo Stream has been fully set up.

The link LED on the Ethernet Port will not light up

It can take up to 5 minutes for the Ethernet and solid white light on the TiVo Stream to light up. Be sure you have waited at least this long before you continue troubleshooting.

  1. Unplug and plug the Ethernet cable back in.
  2. Try another Ethernet cable.
  3. Are you connecting to your network directly through the router or with a MoCA ECB?

    I am using a router: Try a different port on your router. If the light does not come on, go to Step 4.

    I am using a MoCA ECB: If available use another ECB. If you do not have another ECB available, connect the TiVo Stream directly to your router. If the light comes on, the problem is your MoCA network or the ECB. You may need to exchange/replace your ECB.

  4. IMPORTANT: Wireless connections are not supported with the TiVo Stream.

  5. If the above steps did not resolve your issue, contact TiVo Customer Support.

There is no TiVo Stream Setup option in the TiVo App

Ensure you have installed the latest version of the TiVo App for iOS (version 2.0 or later).

To find your current version, open the TiVo App and go to Settings (the gear icon) > Settings.

NOTE: The TiVo Stream does not support Android devices at this time.

The TiVo App is unable to find the TiVo Stream or displays a "TiVo Stream Not Found" error message

  1. Verify that you have properly connected your TiVo Stream to your router with an Ethernet cable.
  2. Confirm that you have connected your TiVo Stream to a power outlet.
  3. Confirm that you have all of your TiVo equipment and iOS device(s) connected to the same network and subnet.

    NOTE: For assistance, contact your router manufacturer.

  4. Verify that the light on the TiVo Stream is solid white.
  5. Powercycle your TiVo Stream and your router.

The Guided Setup screen on the TiVo App does not refresh after 3 minutes

Tap the Settings gear icon on the upper left hand corner of the guided setup screen and then tap TiVo Stream Setup to reinitiate the Guided Setup process.

I have multiple TiVo Streams and I cannot find the MAC on any of them

This situation occurs if you have purchased multiple TiVo Streams and use MAC filtering on your network.

To resolve this issue:

  1. Remove all the TiVo Stream devices from your network.
  2. You will need to complete the setup steps one at a time, on each box. Go to How do I set up my TiVo Stream? for setup instructions.

My TiVo Stream will not complete Step 2: Checking activation status

If you are having difficulty completing this setup step, ensure that you have updated the TiVo App to the latest version (2.0.1 or higher).

My TiVo Stream is not working with the Premiere DVR my cable provider gave me

RCN Customers: The TiVo Stream is only compatible with the TiVo Premiere Q. Contact RCN for more information about the TiVo Premiere Q.

Verify the following:

  1. One of the TiVo Stream requirements is that both the TiVo Stream and DVR need to be on the same wired Ethernet or MoCA network.

    IMPORTANT: Wireless connections are unsupported.

    For information on how to connect with Ethernet or MoCA, see:

    How to configure network settings on your TiVo device

    What is MoCA?

    NOTE: If you want to set up a TiVo Premiere Q on MoCA, use the instructions for the Premiere 4 or XL4

  2. Your Premiere DVR must be running software 20.2.1 or higher. Check the software version to see what version your box currently has.

    Yes, it is running version 20.2.1 or higher: Your TiVo Premiere should be compatible with your TiVo Stream. Contact TiVo Customer support for assistance.

    No, it is running version 20.2.1 or older (such as 20.1 or 14.8): Unfortunately, your TiVo Stream is not compatible with your TiVo Premiere.


Streaming and Network Issues


The "Watch on [mobile device]" option is not available for some programs on the "My Shows" tab

TiVo Stream can only stream programs recorded from LiveTV, or current LiveTV programs that the TiVo DVR is recording with the use of an available tuner.

TiVo Stream does not support streaming content downloaded from the Internet. For example: Music Choice videos, video podcast, Amazon Instant Video, or web content sent from TiVo Desktop.

When trying to stream a recording, the video player hangs and keeps displaying "Buffering"

NOTE: This can also occur when using the "Record and Watch" feature.

  1. Make sure the recording is not an empty recording. This can happen if the DVR is recording a channel that it does not receive or is not authorized (such as a premium channel or Pay Per View).
  2. TiVo Stream can only stream programs recorded from LiveTV, or current LiveTV programs that the TiVo DVR is recording with the use of an available tuner.
  3. NOTE: TiVo Stream does not support streaming content downloaded from the Internet. For example: Music Choice videos, video podcast, Amazon Instant Video, or web content sent from TiVo Desktop.

While streaming a program, the video stutters and pauses frequently

This will occur if there is not enough network bandwidth between your TiVo DVR and your TiVo Stream, or between your TiVo Stream and your mobile device.

  1. If you or another person in your household are streaming a program on another mobile device, or using Multi Room Streaming on another TiVo DVR, this will slow down the download.
  2. Make sure you have connected your TiVo DVR or Stream to the network by Ethernet or MoCA. The TiVo Stream does not support a wireless connection.
  3. Make sure your iPad, iPhone, or iPod Touch has a strong connection to your wireless router or an out-of-home network. Check the Wi-Fi signal strength on your mobile device.

    NOTE: This is different from your cellular signal strength from your wireless phone provider.

The TiVo Stream will not connect

The TiVo Stream requires the router to have DHCP enabled in order to be assigned an IP address on your network. This is the default setting of most routers, but if you have connectivity issues, double-check the setting.

If you have MAC filtering enabled, you will also need to disable it until after TiVo Stream has completed setup.

NOTE: Refer to your router's manual or the manufacturer's website for instructions on changing your router's settings.

I receive the error message on my TiVo App: 'Network Problem: TiVo Stream to DVR'

This error message means that although the TiVo App can communicate with your DVR and your TiVo Stream on your local network, the TiVo DVR and TiVo Stream are unable to communicate with each other. This is likely an issue with Bonjour network discovery.


To resolve this issue:

  1. Select Try again.
  2. Powercycle your network router, DVR and TiVo Stream by unplugging their power cords, waiting 20 seconds, then plugging them in again.

    NOTE: You can perform the restarts at the same time.

  3. If the error continues, contact TiVo Customer Support for assistance.

Downloading Issues


The "Download" option is not available for some programs in "My Shows" tab

TiVo Stream can only download programs recorded from LiveTV.

TiVo Stream does not support streaming content downloaded from the Internet. For example Music Choice videos, video podcast, Amazon Instant Video, or web content sent from TiVo Desktop.

TiVo Stream does not support downloading to your mobile device the following types of content:

  • Streaming content downloaded from the Internet. For example Music Choice videos, video podcast, Amazon Instant Video, or web content sent from TiVo Desktop.
  • Copy protected programming.

Downloads fail when downloading 2 in-progress recordings

Currently the TiVo Stream and TiVo App only support downloading a single in-progress recording at a time.

Programs appear to take a long time to download

  1. When setting up a download, selecting the "Standard" video quality will reduce the file size and allow for faster downloads.
  2. Make sure the TiVo App is active and currently open when downloading. Downloading will only occur while the TiVo App is in focus. If you switch to another app such as email or web browsing, downloads will pause and will automatically resume once the TiVo App is opened again.
  3. If there is a lot of activity on your network, this can slow transfers down. Try stopping any downloads on other devices or shutting down devices that are not in use.
  4. If you or another person in your household are streaming a program on another mobile device, or using Multi Room Streaming on another TiVo DVR, this will slow down the download.
  5. Make sure you have connected your TiVo DVR or Stream to the network by Ethernet or MoCA. The TiVo Stream does not support a wireless connection.
  6. Make sure your iPad, iPhone, or iPod Touch has a strong connection to the wireless network you are using. Check the WiFi signal strength on your mobile device.

    NOTE: This is different from your cellular signal strength from your wireless phone provider.

My downloaded programs do not synchronize to my computer with iTunes

The TiVo Stream does not support this feature.

Programs transferred with TiVo Stream will not synchronize to your computer and the video files are not accessible outside of the TiVo App.

All of my downloaded programs have disappeared from my mobile device

This will happen when you uninstall the TiVo App, or perform a reset by using Settings > Reset applications.

However, if this has not happened and you cannot find your recordings, contact TiVo Customer Support .


Playback Issues

Closed Captions are missing characters during video streaming/playback

Rewind the video and play it again.

The audio volume on some streamed or downloaded content is too low to hear

Use headphones or amplified external speakers.

The TiVo App shows the error "Unable to connect to TiVo Stream" while playing back downloaded content on an iPad

Try the following:

  1. Put the mobile device into airplane mode or disable WiFi on your mobile device.
  2. Choose Shows on iPad on the TiVo App login screen.

TiVo Stream locks up after playing back a program that contains an EAS alert

Reboot the TiVo Stream by unplugging and re-plugging the power cord.

Streaming some programs results in a horizontal banding video artifact

  1. Try to stream the same program again. This may take a couple of tries.
  2. Reboot the TiVo Stream if retrying the stream does not correct the issue.

When I play some programs on my iOS device, there is a fuzzy line on the top, bottom, or both

In some instances, networks broadcast some programs with this line. There is no resolution.

When I am streaming a long program, my Premiere series box becomes sluggish or unresponsive

Reboot the DVR.


General Troubleshooting Issues

I can't watch videos from the TiVo App on a television or with Apple Airplay

When you are in the TiVo App, the iPad, iPhone, or iPod Touch turns off video mirroring. To watch the video on a television use your DVR.

My TiVo Stream will not stream or download programs, but my iOS device still detects the TiVo Stream

Reboot the TiVo Stream by unplugging and re-plugging the power cord.

I am recieving the message 'Unsupported Device' or 'Unauthorized Modifications Detected' error (version 2.0.2 or later)

This error occurs when you try to use the TiVo Stream features of the TiVo App (version 2.0.2 and above) on your modified iPad, iPhone, or iPod Touch

TiVo takes content protection seriously. As part of our cooperation with content owners, we have been required to not allow content delivery to jailbroken devices. We apologize for any inconvenience that this causes.

Other functionality, such as control and content discovery, are NOT affected by our policies around content protection.

 

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