Company Owned TiVo CableCARD Pairing Article no. 1416

Introduction

CableCARD Pairing Verification - DC Metro, IL, MA, NY, and PA

• Tune to Channel 994 (Pairing Verification Channel) to verify pairing
   
  • *If the customer cannot get to this channel, try the universal steps below

CableCARD Paring Verification - Universal Steps

• 4 Tuners, 2 Tuners, Single Tuners, and Minis on TiVo Experience 3
   
  • Go to TiVo Central | Settings & Messages | Account & System Information | Cable Card Decoder | Cable Card Options (for Installers) | Cable Card Menu | Cable Card Pairing | collect the CableCARD ID, Host ID and Data (see steps)
     
• 4K 6 Tuners, 6 Tuners , 4K Minis, and Minis on TiVo Experience 4
   
  • Go to TiVo Home | left arrow to Menu | Settings | Remote, CableCARD & Devices | Cable Card Decoder | CableCard Installation | CableCard Menu | CableCard pairing - collect the CableCARD ID, Host ID and Data (see steps)

• This screenshot shows a CableCARD that is Paired
   
  • ​​​​​​​Never unpair a Cable Card that is paired
     
• This screenshot shows a CableCARD that is not Paired.
   
  • If you see this screen, ask the customer for CableCARD ID, Host ID and Data shown

Resolution Steps

TX, CA, OR and WA: Pair the CableCARD in ICOMS
 

1. Go to the Equipment Maintenance [BX] screen, select the TiVo, then click the Port OCC Asgn button
    
2. On the Equipment Port Maintenance screen, select the TiVo Data Occurrence, then click the Send Hit button    
    
3. Highlight Type Code PA (Pair Host w/Cable Card), then click the Select button 
    
4. On the Cable Card ID and Host Info screen, select the HOST ID, then click the Unpair button  
    
   • The following message appears at the bottom of the screen:  PU (Unpair Host) hit transaction generated for box XXXXXXXX 
      
   • Hit the F5 key on your keyboard until the Status shows Pending Unpair
      
5. Ask your customer to provide the CableCARD ID, Host ID and Data ID from the TiVo's pairing screen
    
   • See Pairing Check steps above for example
      
6. Still on the Cable Card and Host Info screen, highlight the CableCARD and click Change
    
7. On the ICOMS Cable Card and Host Info Details screen, enter the information found on the customer's CableCARD Pairing screen, then click OK
    
   • Cable Card ID: 13 digits (no dashes) 
      
   • Host ID: 13 digits (no dashes)  
      
   • Data ID: 11 digits (no dashes)  
      
8. Back on the ICOMS Cable Card and Host Info screen, select the Host ID, then click the Pair button
    
   • The following message appears at the bottom of the screen: PU (Pair Host) hit transaction generated for box XXXXXXXX
      
   • Hit the F5 key on your keyboard until the Status shows Paired; this step can take up to 10 minutes - do not attempt to repair immediately
      
   • If Pairing fails, select Delete and ask the customer to watch the pairing screen for the Data ID number to change, then repeat step 10; this may take several minutes
      
9. Once paired, go to the Equipment Balancing [EB] screen and hit Enter to send a Balance Hit
    
10. Restart the TiVo   

All Other Markets: Pair the CableCARD in BOLT

1. Go to the Equipment Tab, highlight the CableCARD, then click Addl Hits & Detail 
    
   • Note: if you do not see Pairing Information, please follow the Texas steps 
      
2. Select Unpair from the Send Hit dropdown
    
3. When the Pairing Status reads Pending Unpair, click Edit 
    
4. Click Edit and enter the information into BOLT exactly as read to you by the customer from the TiVo's pairing screen or channel 994
    
   • Cable Card ID: 13 digits (no dashes) 
      
   • Host ID: 13 digits (no dashes)  
      
   • Data ID: 11 digits (no dashes)  
      
   • This information cannot be changed once saved in BOLT
      
5. Click Save
    
6. Select Pair from the Send Hit dropdown
    
7. When the Pairing Status changes to Pending Pair, click the Refresh button until the Status shows Paired
    
8. Once paired, send a Balance Hit from the Equipment Tab
    
9. Restart the TiVo

If Pairing Fails

• Click Create Work Order or Technical Case button on the Work Orders Tab in BOLT
  
  Fill out the information as described below and click Submit
   

  Trouble Call or Tech Case:	Trouble Call
  Service Category:	Cable
  Problem Description:	CableCARD Pairing Error
  Notes:	Error Message, Equipment, CableCARD ID (13-digits), Host ID (13-digits) and Data ID (11-digits)