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Why is there no data in the channel guide?
When I clicked the GUIDE button on the remote (UR3-SR3S), there was a message - PLEASE WAIT. It stayed that way for some time, but it froze the remote. Number buttons pressed didn't do anything. I couldn't change the channel. In about 2 minutes the guide appeared, but no data - just blank spaces where the channel info should be. Still most button didn't function. I forgot what button I pressed, but I finally was able to restore the remote function, but I'm dubious about trying to access the channel guide again. What could have happened?
Answers
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Hello @deedleann824 ,
These issues are almost always resolved by rebooting the cable box. Power off everything, unplug the box for five minutes, plug it back in and wait for the box to reboot.
If this happens on a regular basis, you might need a service call to check your signals and lines, Those may need to be updated. If the signals and lines are good, and this comes back, it could mean that the box will need to be replaced.
Hopefully, the cold reboot fixes this!
Satch
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Now that I think about it, I believe it was the CBL button that restored function to the remote.
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I checked it last night and it was okay. Probably a temporary glitch. Thanks for the advice.
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I misspoke - data is in the channel guide, but it's grayed out and not responsive to the remote. The data is frozen on Saturday at 5 am.
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Hey there @deedleann824!
I am so sorry that you are experiencing an issue with your guide. Upon checking the account, I can confirm there is active service interruption in the area. The tentative restoration time is 1:30pm. Please know this is only an estimate and may change as field conditions are reported. Once the outage has cleared, please complete a reboot to the box. In the event this issue persists, please let us know and we can mail you a replacement.
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I am not sure what type of channel guide I have. I tried to look it up, but none that were show looked like what I have.
This is what it looked like when it was working:
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Good Morning @deedleann824 ,
That guide is called ODN. It's an older version for the older boxes. Wait til you get an all clear that the maintenance is completed than do a cold reboot of your box. Power off everything, (5 minute unplug.) If this is not resolved after that, the box might be dying. You can than take up the mods offer over having a new box shipped. (Old box would need to be returned within 14 days of the new equipment activation either by UPS or take it to a Spectrum Store. Spectrum can mail you a return package as well for the old equipment.)
The other option would be to call for a tech, to make sure that there are no problems with your lines or signals. I like that option because:
1.) If signals or lines are bad, a new box won't fix that. You need your lines and wiring updated.
2.) You don't have to bother with a return using a tech service call. If the lines are good you can keep your box, if the lines are bad, the tech will swap out the old box, and take the old equipment,
But don't do anything until the service maintenance is done and you have done the cold reboot. Post back.
Satch
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I was never notified there was an outage. I called and asked to be notified when service was restored. That was 4 hours ago an did not receive a callback. When I called Spectrum again, the message indicated there were no problems. Can you check that again for me?
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Hey there!
I can confirm the outage has cleared. Are you able to reboot the cable box and see if the issue is still occurring?
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I haven't attempted that yet. I wanted to make sure the outrage had cleared. I'm almost afraid to reboot the receiver. The last time I did that, a technician had to come out and replace the box. It also takes so long to reboot.
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@deedleann824, The ODN boxes can take up to 15 minutes at most to reboot, but a reboot will typically fix 98% of any guide issues you may be experiencing. Please let us know once that is complete.
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I haven't attempted that yet. I wanted to make sure the outrage had cleared. I'm almost afraid to reboot the receiver. The last time I did that, a technician had to come out and replace the box. It also takes so long to reboot.
Hello,
If you don't do the reboot, can you check for us and see if the data is populating for several days in advance? If that is OK, you might not have to reboot.
I can understand the frustration about being apprehensive to reboot the box in a situation like this. If the data is advancing OK and your "Please Waits" aren't there, or they are short in duration, you are probably OK for now.
If this were me, I would call to set up a signal and drop line test, When was your last box swap? Your last tech visit? Did he/she say your signals are good?
Do you have other services from Spectrum like Internet? If you have that, is that stable? Or do you have to reboot your modem/router say at least once a week?
Satch
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I believe it was in last March or April. The technician replaced the drop line and receiver. My internet and phone are stable.
I don't understand what you mean by "data populating". The guide is frozen and data grayed out - it's stuck on Saturday, November 30 at 5:30am on Channel 477. None of the arrows do anything. However, I get a small window that shows what's on the channel that the receiver tuned to. Perhaps a photo of the guide might help - the left is when it was working, the right is how it looks now:
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@deedleann824, the guide appears to be showing data at this time. Was a reboot performed?
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It's showing data, but the grid is frozen.
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Sorry about your guide issues, @deedleann824,
I would have them set up a service call. Either your signals are bad or that older box is dying. If you don't want to bother with a self install and old equipment return, do a service call. This is free, as is any problem related to Spectrum equipment, service, or lines. The tech will check your lines, and if the equipment is bad replace the box,
Having cable since 1985, my guess is that this is 70% a bad box and 30% a signal issue.
Satch
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Good morning @deedleann824,
Just a heads up that if you have that service call, and the tech gives you a different box and a different remote, you might find that remote harder to use. The remote that I love and that my family has used for years is called the Clickr Backlite. You can order it at Amazon here (I don't think Spectrum is giving out this remote anymore, and the ones that they are giving out are harder to use for a lot of customers:
Although instructions for programing should be included with the remote, here is information about that:
(Programing your remote.)
Satch
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I am trying to get up the gumption to do a hard re-boot. If I have a problem after that, I will certainly call tech support. Thanks for all the advice. The last time a tech was here, he gave me the same receiver, but I kept the same remote. He did mention that Spectrum is phasing out the old style receivers in favor of Xumo - whatever that is. Apparently I can't get the channels I usually watch with that.
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Is your guide still frozen?
Can you watch TV at all?
You can get all the channels in your package with an XUMO. But I do not recommend that box at all. It is a very very different experience in functionality and remotes. Xumo "pronounced Zoom O) is a streaming box I don't like streaming devices, and for as long as I can, I will always insist on a traditional DVR box placed in the work order whenever I call for support. Streaming is the new experience that Spectrum is pushing. But being old school, I only have success with it on my computer. I don't like working the Smart TV/Streaming remotes well, so hopefully traditional boxes and DVR's will be around for a long time to come!
Satch
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Yes, it's still frozen, but I haven't tried to reboot the receiver yet. There are so many holiday shows I want to watch I don't want to risk losing functionality of the receiver. Who knows when a technician can schedule and appointment. And yes, I can watch TV okay, but the channel guide comes in handy now and then.
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What do you have to do to get the guide to leave the screen? Just press exit?
Satch
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Yes, just EXIT.
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Hard re-boot of the receiver fixed it. Thank you for the suggestion, but still wondering what caused it to freeze in the first place.
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Hard re-boot of the receiver fixed it. Thank you for the suggestion, but still wondering what caused it to freeze in the first place.
Glad you got it working, @deedleann824!
These digital boxes, modems, and routers, are little computers, From time to time, they may lock up just as your PC or mobile device does and need to be rebooted. You should be able to go for at least one to maybe three months (sometimes even more than that!) without a reboot. Sometimes after a nighttime maintenance update, Spectrum will update the software or servers and you might need to reboot the converter after the update is done. Typical update hours are midnight to six am. This does not happen very often.
These little computers also apply to Spectrum's modems and routers. With today, all of this technology is becoming more Internet dependent as it works, changes, and integrates,
You don't have to worry about rebooting the equipment if it is only a from time to time thing. If it gets to the point where you need to reboot once a week, something is wrong where the equipment is dying, your lines are bad, or your signals are bad. That's the time to make a service call. New equipment won't solve issues if wiring and lines need to be updated first. Keep in mind, your Spectrum equipment is like a computer, and reboots, from time to time are needed to keep the system functioning. If they are regular as described above, that is an indication of an equipment, wiring/line, or signal problem. Bit if the reboots are from time to time, this is normal.
Satch
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