Support article
Troubleshooting CableCARD activation and channel issues
| 25-11-48 | Search Reference Number |
A CableCARD is a specialized network card, similar to the PCMCIA network card that you can insert in a laptop computer. Cable providers install them in CableCARD-compatible devices such as HD TiVo DVRs to provide "conditional access", meaning the CableCARDs will allow you to see the channels that you subscribe to. When CableCARDs are installed in a TiVo DVR, together they take the place of two single-tuner DVRs and two cable boxes.
Your CableCARDs are made by one of three manufacturers: Motorola, Scientific Atlanta, or NDS. These manufacturers also make the equipment that is installed at the local cable facility, called "the headend". Like cable boxes, CableCARDs must be registered on the cable system and compatible with the other hardware in the headend. For these reasons, you must obtain CableCARDs from your cable provider.
TiVo has been working with cable providers to help CableCARD installations go more smoothly. While we have no control over CableCARD activation methods, and only your cable provider can resolve activation issues, we offer the following information to help resolve these issues as quickly as possible, so that you can get busy enjoying your TiVo DVR.
This article has the following sections:
Troubleshooting activation and "missing" channel issues
What needs to be done to achieve a successful activation
Troubleshooting issues with new activation
What to do if activation fails, or you don't see all the channel you paid for
Troubleshooting channels that are suddenly "missing"
What to do if your channels were working perfectly, but now something is wrong
Reference sections:
Checking the signal to the DVR
Related Articles:
The CableCARD gives a "161-x" error
The CableCARD is getting a firmware update
My CableCARD channels and Guide data do not match
How to troubleshoot using CableCARD MMI screens
Troubleshooting activation and "missing" channel issues
For CableCARDs to work properly in a TiVo DVR, the cable provider and installer must ensure the following (in the order in which they need to be done).
Step 1: Installing the correct number of CableCARDs
Step 2: Checking the OOB or FDC connection to the cable headend
Step 3: Checking the channel map
Step 4: Determining if the CableCARD is activated
Step 5: Determining if the CableCARD is subscribed to the channels you paid for
Step 6: Checking CableCARD pairing (binding)
In practice, you can start troubleshooting based on whether the CableCARDs were just installed or if they have been working for some time, but suddenly channels are "missing".
Troubleshooting issues with new activations
If your CableCARDs were just installed and activated, and you cannot view all or some of the channels you think you should be receiving, start with Step 1: Installing the correct number of CableCARDs.
If you see "Please wait...Acquiring channel information" for more than 10 minutes after activation, or this process has timed out, go to Step 3: Checking the channel map.
Troubleshooting channels that are suddenly "missing"
If you were able to view all your channels previously, but you now see just a gray or black screen on all or some channels, use the following procedure to troubleshoot the issue. Most troubleshooting is the same as for a new activation, but the starting point is different based on the video you are able to view
- If a gray-and-black screen pops up when you try to view certain channels, start with Step 6: Checking CableCARD pairing (binding).
Your cable provider may have just turned on copy protection. If the CableCARD(s) were never paired, this screen will start to pop up any time you tune to a copy-protected channel. - Restart the DVR. This resets both the DVR and the CableCARD(s), which may resolve a transient communication problem between the CableCARDs and the host.
- If a restart does not solve the issue, troubleshoot based on which channels are missing:
- If you can no longer view any channels at all, start with Step 2: Checking the OOB or FDC connection to the cable headend. The DVR may have lost connection with the cable headend, or your cable provider may have disconnected service to the CableCARD.
- If you can no longer view channels above 100, or you cannot view any channels except local ones, start with Step 4: Determining if the CableCARD is activated. Occasionally, billing issues or an error at the headend will deactivate CableCARDs. If a CableCARD has been activated and then loses the activation, you may still be able to view analog and unencrypted digital channels.
- If your CableCARDs show that they are activated and authorized to display channels, and the DVR is getting a cable signal (see Checking the signal to the DVR), and you still do not see video, contact the TiVo CableCARD hotline.
- If you are missing a certain channel, start with Step 5: Determining if the CableCARD is subscribed to the channels you paid for, to make sure your account is subscribed to the channel. If it is subscribed, and you do not see video, check the Diagnostics screen to see if there is a signal on the channel. Occasionally a cable provider will change the frequencies on which channels are broadcast, and there is a delay in sending a channel map with the new frequency assignments. Contact your cable provider to troubleshoot further.
Step 1: Installing the correct number of CableCARDS
For dual tuner operation:
- TiVo HD DVRs require either 1 M-Card (multistream CableCARD) or 2 S-Cards (single-stream CableCARDs). The card slots are located behind a door on the lower front panel of the DVR. Slot 1 is on the right and Slot 2 is on the left.
- Series3 HD DVRs run all CableCARDs in single stream mode, so this model DVR always requires 2 CableCARDS, which can be M-Cards, S-Cards, or a combination of the two. These cards are inserted into slots located on the back of the DVR. Slot 1 is on the bottom and Slot 2 is on the top.
What can go wrong:
If you install an M-Card in a TiVo HD DVR, it must be installed in Slot 1 (the slot on the right). If you install only one CableCARD in a Series3 HD DVR, even an M-Card, the DVR runs as a single-tuner device.
Step 2: Checking the OOB or FDC connection to the cable headend
The OOB or FDC is a broadband connection that the cable headend uses to send CableCARDs the information they need to tune to digital channels, decrypt them, and decode copy protection. The headend also sends periodic update messages about your account on this channel, enabling the CableCARDs to keep performing these functions and to get new firmware or new services that you add to your account.
OOB (for “out of band”) is the term used by Motorola and NDS; Scientific Atlanta, uses the term FDC (for “forward data channel”) for this broadband connection, which is outside the frequency range of the "in-band” channels that carry television programming.
What can go wrong:
When a CableCARD is inserted in a TiVo DVR, it begins to “hunt” for the OOB or FDC signal over a range of frequencies defined by the CableCARD spec. If the CableCARD cannot find this channel, either the DVR is not properly connected to the cable input or there is a problem with the cable connection.
How to troubleshoot:
- From TiVo Central, select Messages & Settings > Account & System Information > Diagnostics.
- On the Diagnostics screen, use the CHAN DOWN button to scroll down to check OOB Signal Lock; if it is not Yes, go to Checking the signal to the DVR.
You can also determine the OOB or FDC status from the CableCARD MMI screens. Click a link to view this information:
Step 3: Checking the channel map
Cable providers can broadcast their digital channels on any frequency they want. A channel map gives the tuning frequency and station call sign for every channel in your lineup. The cable headend sends the channel map to the CableCARD so that the host device (in this case your TiVo DVR) knows which frequency to tune to for each channel.
What can go wrong:
While a CableCARD is searching for or downloading a channel map, you will see the message "Please Wait...Acquiring Channel Information". If this message is still displaying after 10 minutes, or the operation times out with a message such as "Access Unavailable", the CableCARD cannot acquire a channel map.
• Scientific Atlanta CableCARDs begin downloading the channel map as soon as the CableCARDs establish a connection with the FDC. If the CableCARD cannot get a channel map, it may be because the DVR is not communicating with the cable headend over the FDC.
• Motorola and NDS CableCARDs must be activated before they begin the download. If the CableCARD cannot get a channel map, the DVR may not be communicating with the cable headend over the OOB, or there is a valid OOB connection but the CableCARD is not activated.
Troubleshooting:
- Make sure there is a valid OOB or FDC connection to the cable headend (see Step 2: Checking the OOB or FDC connection to the cable headend).
- Make sure the CableCARD is reporting that it is activated (see Step 4: Determining if the CableCARD is activated).
- Check the TiVo Diagnostics screen. This screen displays "Channel List Received: Yes" when a CableCARD has successfully downloaded a channel map from the cable headend.
To view the Diagnostics screen, select Messages & Settings > Account & System Information > Diagnostics. Press CHAN DOWN to scroll down to the entry for CableCARD 1. If you have two CableCARDs installed, scroll down further to check the entry for CableCARD2.
NOTE: Motorola M-Cards display the channel map number on the Network Setup screen. To display this screen: from TiVo Central select Messages & Settings > Account & System Information > CableCARD Decoders > Configure CableCARD 1 (or 2) > Network Setup. The VCTID (Virtual Channel Table ID) on this screen gives the ID of the channel map that is currently stored on the CableCARD. For Series3 HD DVRs, which require two CableCARDs, the VCTID must be the same for both cards. A channel map of 0 (zero) means the CableCARD did not receive a channel map.
Step 4: Determining if the CableCARD is activated
The purpose of CableCARDs is to decrypt the channels that you have paid the cable provider to receive, and to decode copy protection on these channels, if present. After a card is inserted into the DVR, the installer (or you, if your cable provider allows self-installs) calls the dispatch number and provides the information the dispatcher requests. The dispatcher then sends one or more activation signals, sometimes known as “hitting the cards”. The hits send a series of EMMs (entitlement management messages) that give the CableCARDs the ability to display the channels to which you subscribed.
What can go wrong:
Only your cable provider can determine why an activation is not succeeding.
Troubleshooting:
CableCARDs report their activation status. Click a link to view this information for your CableCARD:
Additional Information:
While only the cable provider can determine why their system is unable to activate their CableCARD(s), from our experience, the following conditions can prevent activation:
- The CableCARD(s) are configured for a two-way device. TiVo DVRs are one-way devices, meaning that they accept signals from the cable headend but cannot send signals back. CableCARDs configured for a two-way device are expected to send a signal back to the headend to confirm the activation. Because a TiVo DVR cannot send this signal, activation fails.
- The CableCARDs did not receive the proper activation signals to provision a UDCP (unidirectional digital cable products) device. DVRs leased by cable providers are two-way and use CableCARDs that receive extensive pre-provisioning at the warehouse. Because so much of the information normally sent during activation has already been programmed into these CableCARDs, they require a different activation protocol than CableCARDs that are installed in devices such as TiVo DVRs and CableCARD-ready HDTVs. If the headend sends the wrong activation signal, your CableCARDs do not receive enough information to activate, or will activate enough to get a channel map, but no EMMs. The result is that you will be able to view only analog and unencrypted digital channels.
- The activation signal may not be reaching the DVR. Occasionally, activation signals are misrouted to the wrong node on the cable system, or some other problem prevents the DVR from receiving the activation signals. Because the TiVo DVR is a one-way device, the headend has no way to determine that the signal was never received by the host. Your cable provider must determine if this is the case.
Step 5: Determining if the CableCARD is subscribed to the channels you paid for
The cable connection that comes out of your wall carries every channel your cable provider offers.The cable provider’s billing system controls which channels you can actually view, based on the package(s) you agree to pay for each month (for example, Basic Cable, Extended Basic, one or more premium packages, special HD package). When a CableCARD is activated, the cable system sends EMMs (Entitlement Management Messages) to authorize the CableCARD to decrypt all the channels you subscribe to.
What can go wrong:
If your account is not set up correctly in the cable provider’s billing system, you will not be able to see channels you think you should be receiving.
Troubleshooting:
Use Test Channels to check all channels on the CableCARD. Channels will display in Test Channels only if the CableCARD is subscribed to the channel. For instructions, go to Testing CableCARD Channels.
If you are missing one or more channels:
- In Live TV, tune to a channel you are supposed to receive and press RECORD to lock the tuner to that channel. Make a note of the channel number.
- If you have more than one CableCARD, go to Messages & Settings > Settings > Account & System Information > Diagnostics. Find the channel number (use CHAN DOWN to scroll, if necessary), and then scroll down to find which CableCARD is tuning to that channel.
Click to view a larger image:
- Press the LEFT ARROW button to return to the Account & System Information screen.
- Select CableCARD Decoders > Configure CableCARD 1 (or 2) > CableCARD menu. Click a link to view information for your CableCARD:
- For each missing channel, or for a representative sample of a block of channels you are missing (extended basic channels, for example), repeat steps 1-5.
- Check with your cable provider to make sure your account includes all the channels you think you should be receiving. If the billing system entries appear to be correct, there may be a lineup problem. (See Channels missing or incorrect in live guide for troubleshooting instructions.)
NOTE: In very rare cases, the lineup may be correct and your billing may be correct, but you can’t view certain channels because there is error in the way one of the packages is configured on the cable system. This will need to be escalated to a higher level in the cable provider’s support organization.
Step 6: Checking CableCARD pairing (binding)
"Pairing"or "binding" means the CableCARD and the host ID of the CableCARD slot are associated with each other in the cable provider’s billing system.
What can go wrong:
If the CableCARD is activated, but not paired, you can still view encrypted digital channels. When you tune to a copy protected channel, however, a gray-and-black screen with pairing information pops up, prompting you to call your cable provider.
Troubleshooting:
If a gray-and-black CableCARD screen pops up as soon as you tune to a copy protected channel, the CableCARD is unpaired.
If you want to verify this information further, you can look at the CableCARD MMI screens. CableCARDs report their pairing status and the copy protection value for the current channel.
To view the copy protection status for a particular channel:
- Tune to the channel in Live TV and press RECORD to lock the tuner to that channel. Make a note of the channel number.
- If you have more than one CableCARD, go to Messages & Settings > Settings > Account & System Information > Diagnostics. Find the channel number in the list (if necessary, use the CHAN DOWN button to scroll down), and then scroll down to find the CableCARD association listed for the channel.
Click to view a larger image:
- Press the LEFT ARROW button to return to the Account & System Information screen.
- Select CableCARD Decoders > Configure CableCARD 1 (or 2) > CableCARD menu, and then select a menu item to view the information for your CableCARD:
- If you find that a CableCARD is unpaired, contact your cable provider.
Additional Information:
Only your cable provider can determine why a CableCARD will not pair. From past experience, however, TiVo has found that the following conditions can prevent pairing:
- The correct signal was not sent to pair a one-way CableCARD.
- The pairing information was not entered correctly into the billing system; for example, the CableCARD information was entered in the Host ID field, and vice-versa, or the numbers were not communicated correctly over the phone.
- The CableCARD was never scanned into the system when received at the warehouse or was scanned out of order.
Testing CableCARD channels
TiVo software has a Test Channels feature that uses the information in the channel map to tune to each channel, display the channel information provided by the channel map, and display the video on the frequency the channel map is specifying for the channel. Encrypted and copy protected channels will be viewable only if the CableCARD has been successfully activated and paired, respectively.
WARNING: If two CableCARDs are installed, it is important to test each CableCARD separately, to make sure both are working properly. For example, when only one CableCARD is activated, encrypted channels may seem to “disappear”, intermittently displaying only a gray or black screen. What is actually happening is that these channels are viewable only when the tuner accesses the activated CableCARD.
To test channels on the CableCARD(s):
- From TiVo Central, select Messages & Settings > Account & System Information > CableCARD Decoders > Configure CableCARD 1.
- Select Test Channels. In response to the Warning that appears, select OK, access this setting.
- Channel through low channels (2 through 20, for example, which tend to be either analog or unencrypted digital channels), higher-numbered channels (above 100, which tend to be encrypted), and the premium channels you are supposed to receive (which may be both encrypted and copy protected).
Make a note of any missing channels. - Press CLEAR on the TiVo remote to exit the Test Channels screen for CableCARD 1.
- If the DVR has two CableCARDs, press 2 to go to the Test Channels screen for CableCARD 2, and then repeat steps 2-4.
- If you could view video on all the channels you should be receiving, the CableCARD has been properly activated.
- If a gray-and-black screen appears, advising you to contact your cable provider, it means the cable provider needs to pair the CableCARD to the DVR slot.
- If none of the channels appear, the CableCARD may not be receiving a signal, or the cable provider encrypts all channels and the CableCARD has not been activated. To check the signal, see Checking the signal to the DVR. To check the activation, see Step 4: Determining if the CableCARD is activated.
Checking the signal to the DVR
If Test Channels reveals that the CableCARD is not displaying all or some of your channels, check the signal to the CableCARD, first by checking the Diagnostics screen, and then by checking connections. The following procedures describe how to do this.
Checking the Diagnostics screen
- Make sure the RF cable is plugged securely into the CABLE connector (not the ANTENNA connector) on the back of the DVR.
- Tune to a channel that is having a problem and press RECORD to lock the tuner to the CableCARD.
- Press the TIVO button and select Messages & Settings > Account & System Information > Diagnostics. Look for the number of the problem channel, and then look below it for the Signal Lock setting.
- Signal Lock: Yes means the DVR is detecting a signal for the channel. In this case, the DVR usually cannot display the channel because either the CableCARD has not been activated or during activation the card did not receive the provisioning necessary to display the channel. For more information, go to Step 4: Determining if the CableCARD is activated.
- Signal Lock: No means the DVR is not detecting a signal on the channel. If this is happening for only one or a few channels, this channel may not be in your lineup. For more information, go to How Do I Determine Which Cable Lineup Is Mine?
If you see Signal Lock: No, and Test Channels could not display any video on the CableCARD, use the following procedure to check the signal connections.
Checking signal connections
- Partially eject the CableCARD(s) so that they are disconnected from the slot.
WARNING: If you remove the CableCARD(s) completely, you must take care to replace them in the same slot. Switching slots will unpair the cards; to re-establish pairing, you will need to contact your cable provider.
- Press the LIVE TV button on the TiVo remote control. Do you see video?
- If you see video, the CableCARD activation was not successful. For more information, go to Step 4: Determining if the CableCARD is activated.
- If you do NOT see video, go to the next step.
- Plug the RF cable connection directly into your TV. Do you see video?
- If you see video, go to Step 4.
- If you do NOT see video when the cable feed is connected only to your TV, contact your cable provider.
- Reconnect the cable to the DVR and try the following, in order. Press the LIVE TV button and check for video after each step.
- Check the cable connection on the back of the DVR. Make sure the RF cable is securely attached to the CABLE connector.
- Press the INPUT button on your TV remote control to cycle through the settings. The Input setting must match the physical connection between the DVR and your TV (HDMI or Composite, for example).
- Press the FORMAT button on the front of the DVR to cycle through the settings. This ensures that the DVR is sending a compatible signal to your TV.
- If you have any splitters installed, remove them and then reattach the RF cable to the DVR.
- Restart the DVR. After the DVR restarts press the LIVE TV button. If you still cannot see video, contact the TiVo CableCARD hotline.
How to get more help
If you tried the troubleshooting steps in this article and you still have a CableCARD issue, contact the TiVo CableCARD hotline.
