Support Article

When you first insert a CableCARD into the slot in the DVR, if the configuration screen does not come up within 5 minutes, the card is probably undergoing a firmware update. Firmware is software that is stored in the CableCARD's hardware. Cable providers seldom deploy firmware updates, because they require a great deal of testing and deployment logistics. Although a firmware update can happen at any time, the firmware usually updates when a CableCARD is first installed, because this is generally the first time the CableCARD is connected to the cable system.

When a CableCARD is getting a firmware update, the TiVo DVR displays the message “Upgrading CableCARD <1 or 2>… Press SELECT for more info.” If you press Info, the DVR may display information that is sent by the CableCARD.

WARNING: Firmware updates are sent through the cable connection, and cannot be controlled by your TiVo DVR. DO NOT remove the CableCARD or unplug the DVR while an update is in progress, or you could permanently damage the card.

A firmware update may take up to one hour. If the CableCARD has not yet been activated, the configuration screen will appear immediately after the update is complete. The cable provider can then proceed with activating the card. If the CableCARD was already activated, it will resume working as usual after the update is complete.

If the process takes more than 1 hour, or the update stops and then restarts, the firmware update failed and the CableCARD is unusable. If the installer is not there, you will need to contact your cable provider to get a replacement CableCARD installed and activated. 

If you need assistance with communicating with your cable provider, contact the TiVo CableCARD hotline.