General Network Troubleshooting Tips

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Find common solutions for issues related to connecting a TiVo box to your home network.

To connect a TiVo device to your network for the first time, see How to connect a TiVo device to your network
To find a network adapter that will work with your TiVo DVR, see TiVo-Compatible Network Adapters




Check these common network issues first:

  1. Check all your power plugs.

  • Your modem and router should be plugged in with all the indicator lights on.
  • After verifying your modem and router have power, go to Step 2. 
  1. Check all your cables.

  • Verify that your Ethernet cable is securely plugged in between your modem and router.
  • Ensure that all connections are securely plugged into the DVR, wireless adapter, and any additional equipment used to connect your DVR to the Internet.
  • After verifying all your connections are secure, go to Step 3.
  1. Powercycle your modem and router.

  • Unplug your modem and router then wait 10 seconds and plug them back in. A full restart can take 30-60 seconds.
  • After your modem and router have restarted, go to Step 4.
  1. Test your Internet connection using another device.

  • Using your home computer or any other device used to connect to the Internet, try to access a web page or connect to an online service using your home network.
  • If you cannot get on the internet with any device in your home, there may be an issue with your Internet service. Please call your Internet Service Provider (ISP) for assistance.
  • If you can get online with your home computer or another device, go to Step 5.
  1. After completing the above steps, test the internet connection on your TiVo box:

  • Navigate to the Test Internet Connection screen and follow the prompts to test your internet connection:

    Roamio Series and Premiere Series DVRs

    From TiVo Central > Settings & Messages > Settings > Network > View Network Diagnostics > Test Internet Connection

    Series3 and earlier DVRs

    From TiVo Central > Messages & Settings > Settings > Phone & Network > View Network Diagnostics > TiVo service connection

  • If the TiVo box displays an error message, see Network error messages
  • If you viewed the Network error messages page and took steps to resolve the issue, test the TiVo service connection. If necessary, go to Step 6.
  1. Check your wireless adapter signal strength:

  • Wireless G Adapter: If the wireless adapter shows less than 80% signal strength, reduce the distance between your wireless router and the adapter and ensure all antennas are fully extended. Other devices like phones, baby monitors or microwaves can cause interference and a device may need to be relocated. In extreme cases when the wireless signal is completely blocked, a wired Ethernet connection will be required.
  • Navigate to the Network & Phone screen to view the Wireless G Adapter signal strength:

    Roamio Series and Premiere Series DVRs

    From TiVo Central > Settings & Messages > Settings > Network

    Series3 and earlier DVRs

    From TiVo Central > Messages & Settings > Settings > Phone & Network

  • Wireless N Adapter: The Wireless N Adapter will display signal strength on the adapter itself using the indicator lights.

To find what the lights on your TiVo Wireless N Adapter mean, see What do the lights on my TiVo Wireless N Adapter mean?

  • If improving your wireless signal strength did not resolve your issue, go to Step 7.
  1. You may need to reconfigure the network settings on your TiVo box. Have you done one of the following things recently?

  • You have updated your wireless network name, password or IP address.
  • You installed a new modem or router.
  • To configure your wireless or wired network settings, see How to configure network settings on your DVR
  • After configuring the network settings on your TiVo box, go to Step 8.
  1. Restart your TiVo box:

  • Restarting your TiVo box can correct many issues and may take up to 30 minutes.

    Roamio Series and Premiere Series DVRs

    From TiVo Central > Settings & Messages > Help > Restart or Reset > Restart or Reset System > Restart the TiVo box

    Series3 and earlier DVRs

    From TiVo Central > Messages & Settings > Restart or Reset System > Restart the TiVo HD DVR (or TiVo DVR)

  • After restarting your TiVo box, go to Step 9.
  1. After completing the above steps, test the internet connection on your TiVo box:

  • Navigate to the Test Internet Connection Screen:

    Roamio Series and Premiere Series DVRs

    From TiVo Central > Settings & Messages > Settings > Network > View Network Diagnostics > Test Internet Connection

    Series3 and earlier DVRs

    From TiVo Central > Messages & Settings > Settings > Phone & Network > View Network Diagnostics > TiVo service connection

  • If the TiVo box displays an error message, see Network error messages
  • If the TiVo box does not connect to your network after restarting, go to Advanced Troubleshooting Steps.



Advanced troubleshooting steps

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.

  1. Check the IP address assigned to your TiVo box:

  • Using your computer, log into your router and verify that a unique IP address is designated for each device on your network.
  • Confirm that the first three sets of numbers of the TiVo box IP address are the same as those of other devices on the network. (For example, if your computer's IP address starts with 192.168.1, then the TiVo box IP address must also start with 192.168.1.)
  1. View the TiVo MAC ID for routers with MAC filtering enabled:

  • By default, your router is configured to accept any device onto your home network by entering a security password. Some users will have manually configured their router to only accept devices that match a list of pre-selected device MAC ID's. This is commonly know as MAC filtering.
  • The MAC ID is printed on the back of TiVo boxes and network adapters. Log into your router settings and add the TiVo box MAC ID to the filter settings. Consult your router manufacturer's instructions if necessary. The MAC ID will display in the Network & Phone menu once the TiVo box is successfully connected to your network.
  1. Verify that the Domain Name System (DNS) server is functioning properly:

  • Navigate to the Network Diagnostics screen to verify your DNS server:

    Roamio Series and Premiere Series DVRs

    From TiVo Central > Settings & Messages > Settings > Network > View Network Diagnostics

    Series3 and earlier DVRs

    From TiVo Central > Messages & Settings > Settings > Phone & Network > View Network Diagnostics

  • If the DNS resolution test says Failed, use your home computer to access the Internet.
  • If you are unable to view web pages, your internet service may be down. Contact your ISP if necessary.
  1. TiVo Desktop users only: Check your connection with the TiVo service:

  • Your TiVo box can be connected to your router and home network while the internet service from your ISP is down. This will cause the TiVo box to lose connection with the TiVo service. You can verify if the problem is with your router or ISP by opening TiVo Desktop on your computer and access Music & Photos.
  • Transfer a file from your computer to your TiVo box. If you are successful, the issue may be with your internet service. Check your network and router settings and contact your Internet service provider (ISP) if necessary.
  1. Check your firewall settings:

  1. Update the firmware on your modem or router:

  • If you have an internet connection, visit the website for your equipment manufacturer to determine whether a firmware update is available.
  1. Renew the DHCP lease:

  • Navigate to the Network & Phone screen:

    Roamio Series and Premiere Series DVRs

    From TiVo Central > Settings & Messages > Settings > Network > Change network settings

    Series3 and earlier DVRs

    From TiVo Central > Messages & Settings > Settings > Phone & Network > Network > Change network settings

  1. If you have followed all the steps above and the TiVo box will not connect to your network, please contact TiVo Customer Support.

 

Need additional assistance? Chat with a TiVo representative.

To get help from other TiVo users, visit the TiVo Help Forums.

 

 

Find common solutions for issues related to connecting a TiVo box to your home network.

To connect a TiVo box to your network for the first time, see How to connect a TiVo box to your network
To find a network adapter that will work with your TiVo box, see Which network adapters work with my TiVo DVR?

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