Troubleshooting Using the TiVo Stream with your MyAstound or TiVo App

The TiVo Stream works seamlessly with your TiVo or MyAstound App to bring you a world of cool features that you don't get with the App alone. For example:
 

• Stream recordings anywhere around your home (including premium content such as HBO, Showtime etc)
   
• Download content to take your shows anywhere
   
• Stream shows while they are being recorded. It's just like watching live TV!
   
• Control playback of streaming or downloaded shows: pause, 30-second skip, 8-second instant replay, etc.

• If you are streaming LIVE TV, you are using a tuner. So, you could get a recording conflict like this one if all of your tuners are being used on your Grande TiVo
   
• If you attempt to download a program that is has 'copy once' technology, you will not be permitted to because the first copy already resides on your host DVR. 
   
  • Premium channels like (but not limited to) HBO, Showtime, and Starz use this technology
     
  • This encoding is setup by the broadcasters, not Grande. 

• The TiVo Stream is unable to acquire an IP address
   
• Check that you have securely connected the Ethernet cable to the TiVo Stream and the router or wall outlet
   
• Check that link LED (the light on the right side of the Ethernet connector) is solid

It takes up to 5 minutes for the Ethernet light to light up and the white light to turn solid. 

Wait this long before you continue troubleshooting. If you have, continue below:
 

• Unplug and plug the Ethernet cable back in.
   
• Try another Ethernet cable.
   
• Try hooking the stream up to a different port on the router

1. Verify connections/setup and make sure the Stream is connected to power


2. Confirm that you have all of your TiVo equipment and mobile device(s) connected to the same network


3. Power cycle the modem and router


4. Repeat the Stream Setup in the App


5. Restart the Host TiVo


6. Power cycle the Stream


7. If this does not resolve the issue, see below

Remove all the TiVo Stream devices from your network and complete the setup steps one at a time, on each box

1. The Host DVR must have recorded this program, or must be recording it currently
    
2. TiVo Stream does not support streaming content downloaded from the Internet. 
    
   • For example: Music Choice videos, video podcast, Netflix, or web content sent from TiVo Desktop

There is not enough network bandwidth between your Host DVR and your Stream, or between your Stream and your mobile device.
 

• Make sure: 
   
  1. Your Host DVR is connected to the network by Ethernet (directly to the router) or by MoCA
      
  2. Your Stream is connected to the router by Ethernet only
      
  3. Your mobile device has a strong connection to your wireless router and not an out-of-home network
      
  4. The Wi-Fi signal strength on your mobile device is strong

NOTE: This can also occur when using the Record and Watch feature.
 

1. Make sure the recording is not an empty recording. This can happen if the DVR is recording a channel that it does not receive or is not authorized (such as a premium channel or Pay Per View)
    
2. The Host DVR must have recorded this program, or must be recording it currently. The Stream does not support streaming content downloaded from the Internet (Music Choice videos, Netflix, etc.)

1. Power cycle the modem and router
2. Repeat the Stream Setup in the App
3. Restart the Host TiVo   
4. Power cycle the Stream
5. If this does not resolve the issue, see below

• Behind the scenes, the TiVo Stream takes its rules for Out of the Home streaming from the host DVR
   
  • You must be within the home network to stream content. You have the option to load content on the device for on-the-go viewing outside the home

• TiVo Stream can only download programs recorded from Live TV
   
• TiVo Stream does not support streaming content downloaded from the Internet. 
   
  • For example Music Choice videos, video podcast, Netflix, etc
     
• Copy protected programming may prevent you from copying a program more than once (first copy is on your DVR)

Currently the TiVo Stream and TiVo App only support downloading a single in progress recording at a time.

• When setting up a download, selecting the Standard video quality will reduce the file size and have a aster download
   
• Make sure the TiVo App is active and currently open when downloading. Downloading will only occur while the TiVo App is active 
   
  • Downloads pause and resume automatically when TiVo App is toggled to and away from
     
• If there is a lot of activity on your network, this can slow transfers down. Try stopping any downloads on other devices or shutting down devices that are not in use.
   
• If streaming on another mobile device, or Multi Room Streaming on another TiVo DVR, this slows down the download.
   
• The Host DVR must be connected to the network by Ethernet (directly to the router) or MoCA. The Stream must be connected to the router by Ethernet only.
   
• Make sure your mobile device has a strong connection to your wireless network

• TiVo Stream does not support this feature.
   
• Programs transferred with TiVo Stream will not synchronize to your computer and the video files are not accessible outside of the TiVo App.

This will happen when you uninstall the App, or perform a reset by using Settings | Reset applications

1. Try another program on the Stream. If this happens on more than one program , This device may not be understanding the closed captioning signals on this channel for some reason.
    
2. Does the program being watched support Closed Captioning? Go to the recording on the TiVo, press the INFO button and look for the Closed captioning setting. 
    
   • If there is no option, this program doe not have closed captioning options
      
3. Suggest the customer reboot their Mobile Device. When the device comes back online, ask the customer to start their streaming session again.
    
4. Restart the TiVo
    
5. Power cycle the Stream
    
6. Try another device
    
7. Not resolved, see below

This is a mobile device issue. Use headphones or amplified external speakers./p>

• Put the mobile device into airplane mode or disable WiFi on your mobile device
   
• Choose Shows on [device] on the TiVo App

1. Restart the mobile device and open the TiVo App and let it detect the Stream
    
2. Open your streaming session again and play the program
    
3. Power cycle the Stream
    
4. If this does not resolve the issue, see below

1. Unplug the power cable from the back of the unit  and wait 30 seconds, then plug it back in
    
2. It should only take 5 minutes or so for the Stream to get back online and find the Host DVR. A solid white light should show on the Grande TiVo Stream when it does this 

• If your stream is a device that is separate from your host DVR, you can pick up a replacement one at one of our local offices
   
• If you have a 6 Tuner TiVo, please chat with us or call to set up an appointment.