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Troubleshooting an App on Astound Devices- Article 5888

Estimated Reading Time: 3 Minutes
74   February 1, 2024  Data Equipment - Reference Articles 0

Introduction

Follow the troubleshooting steps below, testing the App after each step

 

Resolution Steps

Expand All | Collapse All

 

 TiVo STBs

 

Verify the Serial Number  / TSN Number
 

 Basic Troubleshooting

  1. Make sure each TiVo box has a TiVo service code on each on a separate Data occurrence (HS screen)
     
  2. Check the outage pages to see there is any report of this App
     
  3. Check Specific App Information (below) to see if there are any issues for this App
     
  4. Check the internet connection (note the previous call out time and results on the Network Settings page)
     
  5. Check MoCA connections or PHY Rates if applicable
     
  6. Reboot the HDUI
     
  7. Power Cycle the Modem, Router, and any ECBs on account, in that order
     
  8. Restart the TiVo
     
  9. Force a Connection to the TiVo (if the force connect fails, follow this link to see what to do next)

 

Most TiVo Apps are only available in HDUI

  • You can check the User Interface (SDUI, HDUI) in the BOLT Diagnostics page
     
  • If the TiVo is in SDUI, have the customer change it to HDUI to see the App
     
  • This is only an issue on 2 Tuners, 4 Tuners, and Single Tuners. For other TiVos, you can skip this step

 

 Specific App Information

  1. Ameba
     
  2. Disney Plus (Disney +)
     
  3. HBO/HBO GO
     
    • No longer available on any TiVo box
       
  4. Max (formerly HBO Max)
     
  5. HSN
     
  6. Hulu
  7. iHeartRadio
     
  8. Music Choice
     
  9. Netflix
     
  10. Pandora
     
  11. Plex
     
  12. Prime Video App by Amazon
     
  13. Spotify has been removed from all TiVos due to issues with the app; available through Google Play on IPTV boxes and TiVo Stream 4K
     
  14. ToonGoggles
     
  15. Tubi TV
     
  16. VEWD
     
  17. Yahoo reached end of life and removed from Experiece 3 and Experience 4 TiVos
     
  18. YouTube
     

 

 TiVo - Removing / re-adding to the 'Video App' area:

  1. 4 Tuners, 2 Tuners, Single Tuners, and Minis on TiVo Experience 3
      • Go to TiVo Central | Settings and Messages | Settings | Channels | Add & Manage Video Apps
  2. 4K 6 Tuners, 6 Tuners , 4K Minis, and Minis on TiVo Experience 4
      • Go to TiVo Home | left arrow to Menu | Settings | User Preferences | Add and Manage Apps
  3. Uncheck the App
     
  4. Reboot the HDUI
     
  5. Go to Add & Manage area again (steps above)
     
  6. Check the App
     
  7. Reboot the HDUI
     
  8. Try the App again

 

 IPTV - Uninstalling/Disabling the app:

    1. Go to TiVo Home | left arrow to Menu | Settings | Device Settings | Apps | See all apps

    1. Select the app in question

    1. Select Uninstall

    1. You will be asked "Do you want to uninstall this app?" Select Yes

 

Some apps (like Netflix and Youtube) are factory pre-installed on the IPTV device and cannot be uninstalled. However, they can be disabled

    1. Go to TiVo Home | left arrow to Menu | Settings | Device Settings | Apps | See all apps

    1. Select the app in question

    1. Select Disable

    1. You will be asked "Do you want to Disable this app?" Select Yes

 

 Audio, no video

Test the TiVo video formats so that it is at the right resolution

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

  1. TiVo Central | Settings and Messages | Settings | Video | Video Output Formats
     
  2. Select Test Formats
     
  3. A test screen will pop up
     
  4. You need to press THUMBS UP if you see an image on the screen
     
  5. If you do not see the image, it will skip to the next format, and so on, until your TiVo is set to the proper format
     
  6. After doing this, try the App again

 

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

  1. TiVo Central | left arrow to Menu | Settings | Audio & Video Settings | Video Resolution
     
  2. Choose Auto for the TiVo to automatically detect the proper resolution, or check the resolutions your TV supports manually 
     
  3. After doing this, try the App again

 
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Troubleshooting an App on Astound Devices- Article 5888
Estimated Reading Time: 3 Minutes   February 1, 2024 0

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