Hooter join:2009-08-17 Scarborough, ON |
to Stewy6
Re: PVR Drive CyclingRogers 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! |
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JAC70 join:2008-10-20 canada |
JAC70
Member
2012-Sep-27 9:15 am
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. |
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Hooter join:2009-08-17 Scarborough, ON |
Hooter
Member
2012-Sep-27 9:27 am
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! |
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yabos join:2003-02-16 London, ON |
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. |
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pmd join:2012-08-08 Manotick, ON |
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 |
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Hooter join:2009-08-17 Scarborough, ON |
Hooter
Member
2012-Sep-27 7:57 pm
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! |
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pmd join:2012-08-08 Manotick, ON |
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. |
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pmd |
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 |
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yyzlhr join:2012-09-03 Scarborough, ON |
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. |
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yabos join:2003-02-16 London, ON |
yabos
Member
2012-Sep-28 8:43 am
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. |
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pmd join:2012-08-08 Manotick, ON |
pmd
Member
2012-Sep-28 5:37 pm
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. |
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grrr Premium Member join:2001-06-16 Toronto, ON |
grrr to pmd
Premium Member
2012-Sep-29 7:18 am
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. |
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pmd join:2012-08-08 Manotick, ON |
pmd
Member
2012-Sep-29 2:11 pm
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 ··· t=1563922. SA Explorer 8300HD Repair? (HSUD) » www.digitalhome.ca/forum ··· t=156740I hear my cable 8300 HD turning on and off by itself during various parts of the day » communityforums.rogers.c ··· ht/false |
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Stewy6 Premium Member join:2007-12-12 Kitchener, ON |
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 |
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pmd join:2012-08-08 Manotick, ON 1 edit |
pmd
Member
2012-Oct-2 1:48 pm
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.c ··· 41#M6641I 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.c ··· 97#M6597 |
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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...... |
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Hooter join:2009-08-17 Scarborough, ON
1 recommendation |
Hooter
Member
2012-Oct-4 4:16 pm
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" |
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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. |
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HiVolt Premium Member join:2000-12-28 Toronto, ON
2 recommendations |
HiVolt
Premium Member
2012-Oct-4 5:23 pm
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? |
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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................... |
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pmd join:2012-08-08 Manotick, ON |
to Hooter
I don't see any post by Rogers on Facebook - can you give a URL please? |
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Hooter join:2009-08-17 Scarborough, ON |
Hooter
Member
2012-Oct-4 7:58 pm
said by pmd:I don't see any post by Rogers on Facebook - can you give a URL please? » www.facebook.com/Rogers/ ··· nt_reply |
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pmd join:2012-08-08 Manotick, ON |
to Rogers_Chris
said by Rogers_Chris:Hi folks, Chris here from the Rogers social media team ... I will share any new info I can provide as it crosses my desk here in this thread. Welcome Chris! I commend you for your bravery, since the people in this forum have been sharing info, work-arounds, symptoms and suffering for 3 weeks (some may have run out of civility). By all means let us know whatever you can share. Everyone please be gentle. We need all the info and help we can get. |
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Hooter join:2009-08-17 Scarborough, ON |
Hooter
Member
2012-Oct-4 8:01 pm
Agreed pmd. It is nice to hear a reply and hopefully, more to come in the future! |
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pmd join:2012-08-08 Manotick, ON |
to Hooter
Hooter, your URL on facebook has disappeared! Hmm. |
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said by elitefx: We're Rogers and we answer to no one................... Yup....... |
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Hooter join:2009-08-17 Scarborough, ON |
to pmd
I am not sure if this is related to the September SARA update on the 8300 PVR boxes which has caused numerous issues, but we have noticed another issue in the past 24 hours. While watching "live" TV, we are now experiencing 2-3 second pauses (previously this only occurred while watching a recorded show) and on occasion, the picture simply freezes. The only solution is to change channels and then switch back again. Or could this be the result of the hard drive being destroyed because of the constant spinning up and down caused by the update? |
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Could be the hard drive, could be another Firmware issue, maybe it's a broadcast signal feed issue, could be just about anything.
Unfortunately the underlying problem continues to be the same on all fronts. Rogers continued use of 10 cent 3rd rate garbage hardware.
We got a rover on Mars, unmanned commercial resupply to the space station, remote controlled drone aircraft and yet Rogers is still using low grade technology and unreliable poor quality equipment to deliver broadband services.
Post after post after post of Rogers equipment failure issues here and elsewhere.
We can analyse/rationalize the issues till hell freezes over but when all is said and done the problem boils down to Rogers complete and utter failure to provide quality service and hardware in return for your hard earned consumer dollars.
Garbage in...garbage out. Another law of nature. |
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HiVolt Premium Member join:2000-12-28 Toronto, ON |
to Hooter
said by Hooter:I am not sure if this is related to the September SARA update on the 8300 PVR boxes which has caused numerous issues, but we have noticed another issue in the past 24 hours. While watching "live" TV, we are now experiencing 2-3 second pauses (previously this only occurred while watching a recorded show) and on occasion, the picture simply freezes I have seen that as well. Weird thing is the audio continues, but the video freezes up. |
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Hooter join:2009-08-17 Scarborough, ON |
Hooter
Member
2012-Oct-8 4:42 pm
With me it is both the audio and the video. I was told on another forum that the solution is the same as when you are watching a recorded program and it pauses because the hard drive is spinning down. You need to set a background recording which will prevent HSUD. Keep in mind it is not a fix, but a temporary solution until Rogers gets their act together! |
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