App Missing from TiVo or IPTV Box- 5787

1. Verify the Serial Number  / TSN Number
    
2. Apps require a functioning internet connection, Test Internet Connection
   
   
3. Make sure App is checked
   

   4 Tuners, 2 Tuners, Single Tuners, and Minis on TiVo Experience 3

   Go to  TiVo Central | Settings & Messages | Settings | Channels | Add & Manage Apps
   (see steps)
    

   4K 6 Tuners, 6 Tuners , 4K Minis, and Minis on TiVo Experience 4

   Go to TiVo Home | Apps and press the A button to Add & Manage Apps
   (see steps)

1. Reboot the HDUI

1. Power cycle modem, router and any ECBs, in that order

1. Restart the TiVo

1. Force Connect the TiVo

1. If the issue persists, click Create Work Order or Technical Case on the Work Orders Tab in BOLT
   
   

   Click Create Work Order or Technical Case, fill out the information as described below and click Submit  

   Trouble Call or Tech Case	TiVo Issue
   Service Category	TiVo ONLY
   Problem Description	TY - TiVo HME/APP Issue
   Select	All affected equipment
   Include	Problem description, App affected and all troubleshooting in your notes

IPTV is a Data product; always troubleshoot the modem and its connection to the IPTV device before troubleshooting the IPTV device

• Just like a laptop, gaming system, or other device, IPTV needs a good connection to the modem to work properly
  
  
• Never create an IPTV case without completing all data troubleshooting steps, first
  
  
• Remember, if there is an issue with the data service, create a Work Order for the data issue

Start with Data Troubleshooting Steps for IPTV

1. Ensure the account is active and in good standing
   
   
2. Verify the Serial Number  / TSN Number
    
3. Send a balance hit
   
   
4. Check the data equipment in Merlin; ensure the modem is online without signal issues or packet loss
   
   
5. Make sure the box is connected to your network
   
   
   • If hardwired to the eero / router, check the connection
   
   
   • If wireless, check the wireless network health and RSSI signal (signal to the equipment) in Merlin
     
     
6. If the issue persists, click the Create Work Order or Technical Case button on the Work Orders Tab in BOLT
   
   

   Click Create Work Order or Technical Case, fill out the information as described below and click Submit  

   Trouble Call or Tech Case	Trouble Call
   Service Category	Data
   Problem Description	Select the applicable Data Issue based on above steps
   Select	Only the affected equipment
   Schedule	First available time that works for the customer
   Notes	Include all pertinent information

If Troubleshooting Data Hasn’t Resolved the IPTV Issue: