Symptom

  • Error: "Problem playing recording" after a successful setup

  • The TiVo status LED never turns solid white

  • The link LED on the Ethernet Port will not light up

  • There is no TiVo Setup option in the TiVo App

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

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

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

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

Resolution

Some TiVo App for iOS customers have reported that they receive an error after setting up the app with an ExpressTV Powered By TiVo. 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. Force a Connection to the TiVo Service
  2. In the TiVo App for iOS, restart the ExpressTV Powered By TiVo.

If these steps do not resolve the issue, Contact TiVo Support.

The ExpressTV Powered By TiVo status LED never turns solid white

This means that the TiVo 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 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 .

  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 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 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 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.

    IMPORTANT: Wireless connections are not supported with the TiVo.

  4. If the above steps did not resolve your issue, Contact TiVo Support.
 

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

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


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

  1. Verify that you have properly connected your TiVo to your router with an Ethernet cable.
  2. Confirm that you have connected your TiVo 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 is solid white.
  5. Powercycle your TiVo 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 Setup to reinitiate the Guided Setup process.

 

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

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

To resolve this issue:

  1. Remove all the TiVo 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? for setup instructions.
 

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

Verify the following:

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

    IMPORTANT: Wireless connections

    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 TiVo Experience 3 Software Version Information and TiVo Experience 4 Software Version Information 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. Contact TiVo Support for assistance.

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