Support article

Phone call troubleshooting guide

25-10-39Search Reference Number
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What issue are you experiencing?

 

My DVR is Unable to Make a Daily Call
My DVR is Unable to Make a Guided Setup Call

 
 

Last Call Status is Stuck at 'Preparing'
Last Status Is Configuring Modem. Please Wait.
Last Status is Pending Restart

 
 

I Received a 'TiVo Service Interrupted' Message on My DVR (Message #58)
I Received a 'Make a Service Connection Soon' or 'Program Info Has Run Out!' Message
I Received a 'No Longer Authorized For Toll-Free Number (You Must Pick a Dial-In Number)' Message
I Received a 'TiVo Service Interrupted' Message on My DVR (Message #58)

 
 

My DVR Is Tying up My Phone Line
My Phone Jack Is Too Far from the TiVo DVR

 
  

My DVR is Unable to Make a Daily Call

Most people notice that daily calls are failing when the TiVo Service sends a message that program information is about to run out. The status of the last daily call, and the failure reason (if any) are displayed on the Phone Connection screen. To view them:



 

step 1From TiVo Central, select Messages & Settings, then Settings, and then Phone & Network.

  
 

step 2On the Phone and Network screen, check the Last status.

  
 

step 3Highlight Connect to the TiVo Service Now and press SELECT to make another phone call. Watch the progress of the call and make note of the error message you receive.

  
 
 If the error message is: Go to:
 

Failed - Unknown Error (P01) 

 

Phone Connection Failed before Dialing
Phone Connection Failed during Dialing and Connecting
Phone Connection Failed after Dialing but before Connecting to the TiVo Service
Phone Connection Failed while Connected to the TiVo Service

 

Failed - Organizing Error (P02)

Failed - Preparation Error (P03)

Failed - Phone In Use (P12)

Failed - Modem Not Responding (P14)

Failed - No Dial-In Number (P15)

Failed - Modem Error (P19)

Phone Connection Failed before Dialing

Failed - Phone Line Not Found (P04)

Failed - No Dial Tone (P05)

Failed - Could Not Connect (P07)

Phone Connection Failed during Dialing and Connecting

Failed - Service not Answering (P08)

Failed - Problem Getting Account Status (P13)

Phone Connection Failed during Dialing and Connecting
Phone Connection Failed after Dialing But before Connecting to the TiVo Service
Phone Connection Failed while Connected to the TiVo Service

Failed - Service Unavailable (P09)

Failed - Call Interrupted (P10)

Phone Connection Failed after Dialing but before Connecting to the TiVo Service
Phone Connection Failed while Connected to the TiVo Service

Failed - Unrecoverable Error (P06)

Failed - Problem Download Messages (P11)

Phone Connection Failed after Dialing but before Connecting to the TiVo Service

Failed - Problem Getting Account Status (P13)

Failed - Negotiation Error (P17)

Failed - Configuration Error (P18)

Phone Connection Failed while Connected to the TiVo Service

Failed - Could Not Set Clock (P20)

Phone Connection Failed during Dialing and Connecting
Phone Connection Failed while Connected to the TiVo Service

Failed - Expanding Data (S01)

Failed - Preparing Data (S02)

Failed - Loading Series (S03)

Failed - Indexing Shows (S04)

 

Phone Connection Failed While Expanding, Preparing, Loading, or Indexing

 

  
 
  

My DVR is Unable to Make a Guided Setup Call

If your DVR cannot complete a phone call to the TiVo Service, you will see an error message. Use the links in the following table to troubleshoot the problem.

 
 If the error message is:  Go to:
Failed - Unknown Error (P01)Guided Setup Phone Call Failed before Dialing
Guided Setup Phone Call Failed during Dialing and Connecting
Guided Setup Call Failed after Dialing but before Connecting to the TiVo Service

Failed - Organizing Error (P02)
Failed - Preparation Error (P03)
Failed - Phone In Use (P12)
Failed - Modem Not Responding (P14)
Failed - Modem Error (P19)

Guided Setup Phone Call Failed before Dialing

Failed - Unknown Error (P01)
Failed - Phone Line Not Found (P04)
Failed - No Dial Tone (P05)
Failed - Could Not Connect (P07)
Failed - Service not Answering (P08)
Failed - Problem Getting Account Status (P13)
Failed - Could Not Set Clock (P20)

Guided Setup Phone Call Failed during Dialing and Connecting
Failed - Unknown Error (P01)
Failed - Unrecoverable Error (P06)
Failed - Service Not Answering (P08)
Failed - Service Unavailable (P09)
Failed - Call Interrupted (P10)
Failed - Problem Download Messages (P11)
Failed - Problem Getting Account Status (P13)		Guided Setup Call Failed after Dialing but before Connecting to the TiVo Service
 Phone troubleshooting Phone troubleshooting Phone troubleshooting Phone troubleshootingFailed Call interrupted Failed Could not connect Failed downloading messages Failure during housekeeping Failure during preparation Failed while Expanding Preparing Loading Index Failed Getting account status Failed Line busy Failed Line unavailable Modem handshake failed Failed Modem not responding Failed No answer Failed No dial tone Failed Service not answering Failed Service unavailable Failed to set the clock Failed Unknown error Failed Wrong number251039