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metalhawk

join:2007-02-06
Nepean, ON
reply to Stewy

Re: PVR Drive Cycling

Reading more about it, it seems to happen to people with an external drive. We don't have an external, and we don't experience this. The only time I have is when pausing for a few minutes. Never during playback (yet *knocks on wood*).



mozerd
Light Will Pierce The Darkness
Premium,MVM
join:2004-04-23
Nepean, ON

said by metalhawk:

Reading more about it, it seems to happen to people with an external drive. We don't have an external, and we don't experience this. The only time I have is when pausing for a few minutes. Never during playback (yet *knocks on wood*).

I do not have external drives and it happens to my 2 8300 units.


metalhawk

join:2007-02-06
Nepean, ON

I stand corrected. LOL


Hooter

join:2009-08-17
Scarborough, ON

We have two units - one with an external hard drive and one without. I can verify it is happening with both units.



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21

Yeah its happening to my 8300HD without an external drive as well.

I just didnt hear it before due to ambient noise. Its spins up/down way more often than it used to when they first had the problem a year ago.


Hooter

join:2009-08-17
Scarborough, ON

1 edit

This issue has been posted about on the Rogers Facebook page. The last comment made by RogersChris is as follows: "We're looking into it. We have no further info to share." Translation: We have no idea why we screwed up again, so we are not going to tell anybody! Typical Rogers!


Ree

join:2007-04-29
h0h0h0
kudos:1
reply to HiVolt

said by HiVolt:

I just didnt hear it before due to ambient noise. Its spins up/down way more often than it used to when they first had the problem a year ago.

It's hard not to hear mine...think the HD is on its way out, as it makes a loud clunk everytime it spins up/down. Guess it's time to find an old PATA drive to throw in there!

Hooter

join:2009-08-17
Scarborough, ON

You have to keep in mind that the spinning up and down is a result of another useless firmware update from Rogers. IMHO, I have not seen one change that improves things. Like the update of a couple of years ago, this latest update is once again wreaking havoc with customers and you should not think that it is your hard drive that needs replacing. We have a PVR box that now needs to be turned on 24/7 (or left unplugged) to keep it from driving us crazy and this unit worked perfectly up until the update we received last Friday!



Dustyn
Premium
join:2003-02-26
Ontario, CAN
kudos:10

Don't worry... Rogers has your back.
They probably think that by spinning up and down the hard disk drive every two minutes is good for the drive. Like it will somehow make it stronger and more reliable in the end... like physical exercise.



Stewy
Premium
join:2007-12-12
Kitchener, ON

seriously how hard is it to fix this, don't they have the previous firmware that was working ? Jeezz


Hooter

join:2009-08-17
Scarborough, ON

Rogers made it quite clear to me that reverting back to the previous SARA version was not an option! They are supposedly working on a fix and we all know what that means with Rogers!


JAC70

join:2008-10-20
canada

said by Hooter:

Rogers made it quite clear to me that reverting back to the previous SARA version was not an option! They are supposedly working on a fix and we all know what that means with Rogers!

Do you have an 8300 or an 8642? The 8642 can be reverted back to SARA.

Hooter

join:2009-08-17
Scarborough, ON

What I meant was that even though the firmware could be reverted back, Rogers has told me that they will not revert back. I have the 8300 which has been affected by a new firmware update. The last rep I spoke to actually asked me what I wanted done. I stated that reverting to the old version would be good since the latest update was causing so many problems. She stated to me that it was not an option!


yabos

join:2003-02-16
London, ON
reply to pmd

I've worked with Cisco set tops before doing middleware software development. The low level firmware was always supplied by Cisco itself, so if it's the firmware, it's likely Cisco's bug and they are a slow as molasses company to deal with. If it's not a bug in the firmware itself, it could be that Rogers' application(guide or some other background app) is trying to access the HD every few minutes causing it to spin up.



pmd

join:2012-08-08
Manotick, ON
reply to LeadFoot

I called Rogers just now to report that both my PVRs have the problem of the hard drive turning on and off every few minutes (so it isn't a hardware problem). The problem started right after a firmware update Sept. 13.

Tech support says I'm the ONLY CALL they have had about this problem! The guy hung up on me just now when I insisted there are others with the same problem. Leadfoot - did you call them?
Everyone please call. Rogers will not admit the problem or fix it until they get lots of complaints. I hope it doesn't take 6 months this time!
Rogers Cable Tech Support 1-888-764-3771
--
Computing 46 years and still get annoyed at tech problems.


Hooter

join:2009-08-17
Scarborough, ON

I have called them. My ticket number is C62187902. The problem is, when you speak to someone in level 1 support, they are, for the most part, clueless. Here are a few more ticket numbers you can give them though: C61795473, C61914992, C61801728, C62064926, C61984371, and C62141176. Then there is a master ticket number - PT00063763. Always ask to speak to their supervisor. You might then have at least a 50-50 chance of speaking to someone who knows what they are talking about!



pmd

join:2012-08-08
Manotick, ON
reply to LeadFoot

Sep. 13, 2012 5 am - firmware updated on my 2 SA8300HD PVRs. Hard drive started cycling on and off by itself 24/7. I counted 8 on/off cycles in one hour. (same as 2 yrs ago)
Sep. 14, 2012 - Phoned Rogers tech support - Never heard of it.
Sep. 15, 2012 - Rogers technician tested the signal strength and had "no idea". If it was under warranty he would simply replace it. No one repairs them. All you could try is replace the drive (IDE Seagate 160gb) using a "security torx wrench" to open the weird screws on the box.
I changed cable and swapped the PVRs before I realized it affect both PVRs - so not hardware problem. Phoned Rogers again to report this. He said I was the only person who had called them... I told him the forums were full of others with this problem and living with two pvrs cycling 24/7 was simply not acceptable. He hung up on me! Really.
Both PVRs are now "unplugged" to save them from failure and me from losing sleep.



pmd

join:2012-08-08
Manotick, ON
reply to avernar

Yes the problems started right after a firmware update Sept. 13. I called Rogers again today to report that both my SA8300HD PVRs have the HSUD (Hard drive Spinning Up and Down) problem so it isn't a hardware glitch. Phone support guy says I'm the ONLY CALL about it. The guy hung up on me when I insisted there are others, so if you don't call be prepared for nothing getting fixed. Like in Nov 2010-May 2011
More at: »PVR Drive Cycling


yyzlhr

join:2012-09-03
Scarborough, ON
kudos:2
reply to yabos

said by yabos:

I've worked with Cisco set tops before doing middleware software development. The low level firmware was always supplied by Cisco itself, so if it's the firmware, it's likely Cisco's bug and they are a slow as molasses company to deal with. If it's not a bug in the firmware itself, it could be that Rogers' application(guide or some other background app) is trying to access the HD every few minutes causing it to spin up.

Out of curiosity, do you know why it's necessary for the hard drive to be running when the STB is powered off and not recording anything? I noticed Rogers is not the MSO that leaves the hard drives spinning all the time and I've never understood why.

yabos

join:2003-02-16
London, ON

said by yyzlhr:

Out of curiosity, do you know why it's necessary for the hard drive to be running when the STB is powered off and not recording anything? I noticed Rogers is not the MSO that leaves the hard drives spinning all the time and I've never understood why.

When you press the power button on a modern set top, it's not really powered off. Often just the front lights turn off and it doesn't shut most of the components off. For a PVR, it has to be constantly running in order to start a recording at the correct time. If it was completely shut down, meaning the operating system running on it(ones I used ran a stripped down version of linux) was not started, then when the PVR needed to record something, it'd take many minutes to start and you'd possibly miss the start of the recording.

Realistically the set top is in an on state all the time. The drive spinning down is supposed to save you electricity, but it'll spin back up whenever something needs to read or write to it.

Something must be reading or writing to the hard drive every few minutes which causes it to spin back up. This could be the PVR scheduler checking the recording database, or something syncing it's state with a database on the drive.


pmd

join:2012-08-08
Manotick, ON
reply to pmd

Call Rogers Cable Tech Support 1-888-764-3771
Report your problem using Master Ticket PT00063763
Ask to speak to a supervisor or manager to get someone who may have at least heard of the problem and can action it. (HSUD problem in 2010-2011 took 6 months for any change! Fix was leaving drive on 24/7.)

If they transfer you to Customer service, tell them the master ticket number again and ask to talk to a manager. You can ask for a rebate but they won't give you one until the problem is fixed. Someone will call within a few days and possibly give you a ticket number or even start the ball rolling to get it fixed. Ever the optimist.
--
Computing 46 years and still get annoyed at tech problems.



grrr
Premium
join:2001-06-16
Scarborough, ON
reply to pmd

So on top of this hard drive spinning up/down issue, I've also noticed that now when deleting shows, you have to go back to the beginning of your show list each time, whereas you used to be able to delete a show and then go to the next show that was on your list.

I know I'm not explaining this very well, but if you have to delete multiple shows that are on the same day, for example two shows from Tuesday and you're performing this task on a Friday, you used to delete the one show on Tuesday and when you go to delete the second show from Tuesday it kept your spot on Tuesday, but now it goes back to Friday each time.

This is just another one of those annoyances that Rogers specializes in.



pmd

join:2012-08-08
Manotick, ON

Here are other discussions on the HSUD problem. #1 has a list of all the "improvements" in September's update:

1. New SARA Firmware 1.93.14.1 Discussions (SA8300HD) Summary in Post 1
»www.digitalhome.ca/forum/showthr···t=156392

2. SA Explorer 8300HD Repair? (HSUD)
»www.digitalhome.ca/forum/showthr···t=156740

I hear my cable 8300 HD turning on and off by itself during various parts of the day
»communityforums.rogers.com/t5/fo···ht/false



Stewy
Premium
join:2007-12-12
Kitchener, ON
reply to yabos

said by yabos:

Something must be reading or writing to the hard drive every few minutes which causes it to spin back up. This could be the PVR scheduler checking the recording database, or something syncing it's state with a database on the drive.

knowing rogers it's most likely the PVR calling home to make sure it's authenticating every 10 minutes, except that the drive probably goes to sleep every 5 minutes.

Just a few months to go


pmd

join:2012-08-08
Manotick, ON

1 edit
reply to pmd

I posted a summary of what I've learned over the last 2 weeks in the hopes others can spread the word and get Rogers' attention:
»communityforums.rogers.com/t5/fo···41#M6641

I included Pritcc's post Sep. 30, 2012 in the Rogers forum:
".. submitted a complaint to the CRTC about the PVR problem: This is your reference number: 592676"
»communityforums.rogers.com/t5/fo···97#M6597
--
Computing 46 years and still get stumped by tech problems.



elitefx

join:2011-02-14
London, ON
kudos:2

said by pmd:

I just submitted a complaint to the CRTC about the PVR problem....

While we all applaud your initiative unfortunately your efforts are for nothing. While the CRTC has approved Rogers as a cable service provider their mandate does not include the ability to tell Rogers how to deliver that service.

Been there, done that with the CRTC regarding Rogers not provisioning 3rd party modems last year......

Hooter

join:2009-08-17
Scarborough, ON

1 recommendation

For what it is worth, this was just posted on the Rogers Facebook page.

"Hi, Cisco has been engaged and is working on a fix. Thanks for your patience! @RogersNicolas"


Rogers_Chris

join:2010-12-15
Toronto, ON
reply to pmd

Hi folks, Chris here from the Rogers social media team.

Thank you for bringing this to our attention. We apologize for any inconvenience this may have caused. We are actively working with our vendor on a solution.

I will share any new info I can provide as it crosses my desk here in this thread.



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21
Reviews:
·TekSavvy DSL
·TekSavvy Cable

2 recommendations

said by Rogers_Chris:

Hi folks, Chris here from the Rogers social media team.

Thank you for bringing this to our attention. We apologize for any inconvenience this may have caused. We are actively working with our vendor on a solution.

I will share any new info I can provide as it crosses my desk here in this thread.

Lets hope it doesnt take 3-4 months like last time...

Better question to ask, who the hell does the testing of these firmwares? Is rogers gonna be responsible for repairing customers' own boxes when their drives die due to 100's of cycles per day?
--



elitefx

join:2011-02-14
London, ON
kudos:2
reply to Rogers_Chris

said by Rogers_Chris:

I will share any new info I can provide as it crosses my desk here in this thread.

Translation: We've known about this issue from Day 1 but since it's being openly discussed we'll get back to you in 6 months with a fix...maybe.

Until then, pay your Rogers bill on time. The fact that we can't deliver the quality service/equipment you're paying for is irrelevant. We're Rogers and we answer to no one...................