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Guide not working on all channels

cdeer77cdeer77 Posts: 5
in TV Equipment Nov 20, 2018

When I go to the guide and type in a show to find out when it is on so I can DVR it, there is no info on it and says "there are currently no matches for".  (I know the show will be on that week so it should show up). I also tried searching for the actor in the show and still no show.  This doesn't happen on all channels. The Hallmark channels are 2 for sure this happens on and various others.   I have this problem on all 3 of my boxes.  I have had 2 techs. come out  and say its nothing to do with my signal or boxes...rebooted everything a couple of times.  They say its in the guide and don't know who can fix that.  HELP!!!

Best Answer

  • James_MJames_M Posts: 2,094 ADMIN
    Dec 07, 2018 Accepted Answer

    All,

     

    Our network team has reported that this issue has been resolved.   You may need to power cycle your equipment to push through the update.  

     

    If you are still experiencing an issue, we encourage you to contact support directly for further assistance.

     

    Please contact us at: 

Replies

  • SatchSatch Posts: 3,639 helper
    Nov 20, 2018

    @cdeer77 wrote:

    When I go to the guide and type in a show to find out when it is on so I can DVR it, there is no info on it and says "there are currently no matches for".  (I know the show will be on that week so it should show up). I also tried searching for the actor in the show and still no show.  This doesn't happen on all channels. The Hallmark channels are 2 for sure this happens on and various others.   I have this problem on all 3 of my boxes.  I have had 2 techs. come out  and say its nothing to do with my signal or boxes...rebooted everything a couple of times.  They say its in the guide and don't know who can fix that.  HELP!!!

     

    Thanks for this Cdeer,

     

    Where are you located, as I am having the exact same problem?  The techs are right, it's not the box or your signals, so rebooting won't help.  The B-button search is only picking up about 50% of the channels in the system.  It has been that way for the past three weeks.  I  made a post here:

     

    https://forums.timewarnercable.com/t5/Equipment/Advanced-Search-Keyboard-Navigator-ODN-8-1-Missing-a-Ton-of-Data/m-p/158344#M13313

     

    You have to find shows through the Time Grid for B-search data listings that don't show.  "There are currently no matches avaliable for this title."  Read my posted thread above for more details.  Gracenote does the listing data for our Guide (Navigator ODN)  I don't know if this is a Gracenote problem or a Spectrum problem or a combination of both.

     

    Satch


     

  • cdeer77cdeer77 Posts: 5
    Nov 20, 2018

    We are in Wisconsin between Appleon and Green Bay.  Thanks for the info and keep me posted if you find a solutionSmiley Happy

  • SatchSatch Posts: 3,639 helper
    Nov 20, 2018

    @cdeer77 wrote:

    We are in Wisconsin between Appleon and Green Bay.  Thanks for the info and keep me posted if you find a solutionSmiley Happy


    Metro Milwaukee (Brookfield here.)  Zip is 53045. (As you'll see if you look at my previous post in the above link.)  Our division needs to go through the process of updating our cloud-search database.  So this IS a Spectrum-Wisconsin issue.  They usually do maintience/updates between 12am-6am on Tuesday morinings.

     

    Satch

  • SatchSatch Posts: 3,639 helper
    Nov 21, 2018

    @cdeer77 wrote:

    We are in Wisconsin between Appleon and Green Bay.  Thanks for the info and keep me posted if you find a solutionSmiley Happy


    Cdeer,

     

    The other thing that can be done is get your neighbors and friends with Spectrum to report this issue by calling, and Spectrum know on social media.  Just make everyone tells the rep, wherever it's reported:

     

    "My Keyboard Search on my ODN guide, (you have to say ODN guide, to distinguish it from the New Spectrum Guide) when doing a B-button search, only picks up 50% or less of show titles.  This is very frustrating because it makes it immensely difficult to find shows, and especially to find shows to DVR.  We had techs out several times, and there is no problem confirmed by them with our boxes, lines, or signals.  They say it's the guide."

     

    The more people that complain about this, the higher that our Wisconsin division will prioritize this in getting this fixed.  Right now, I think that our division knows, but it's not a high priority to them to fix it because "It's not like the search is completely down." (Which would than make it a big deal.)

     

    I will say that this three week period of time is the longest it has been with this B-button search issue.  Usually when the B-button search goes down like this, or is missing shows, it is fixed within a week.

     

    Satch

  • SatchSatch Posts: 3,639 helper
    Nov 22, 2018

    Guys,

     

    Horrible experience on Thanksgiving Day try to find football games with the B-button search broken in Wisconsin!  I am very upset with the Twitter people at Spectrum.  I said, "This is a known problem with the B-button search on ODN Navigator boxes, and two techs said there is no problem with the boxes, lines, or guide."  I said, "Having a tech out won't do anything."  And they STILL wanted to send out a tech, which would have been a total waste of time!  This is totally a 100% Guide problem on Wisconsin's head-end.

     

    We need this fixed!  Brookfield and Appleton/Green Bay are having the same problems.  Techs can't fix this.  The cloud-based B-button search on ODN needs updating in Wisconsin.

     

    Satch

  • 1313 Posts: 38
    Nov 24, 2018

    Upgraded to a cisco box a few days ago and am having the same problems.  Also error messages on the info button, sometimes it works sometimes not.

     

    South bay area of Southern California.   I had called Tech Support, they opened up a ticket.  Would it help to refer them to this thread if I need to call back?

  • SatchSatch Posts: 3,639 helper
    Nov 24, 2018

    @13 wrote:

    Upgraded to a cisco box a few days ago and am having the same problems.  Also error messages on the info button, sometimes it works sometimes not.

     

    South bay area of Southern California.   I had called Tech Support, they opened up a ticket.  Would it help to refer them to this thread if I need to call back?


    Yes 13!

     

    Definitely reference it because you have provided some important NEW information!  The B-button search is not showing listings in Southern California either on a majority of channels.  Your information tells us that this is not a state-wide problem, but may be a nationwide issue.  List your box make and model as well.  (What is your zip code?)  The affected guide is the Navigator Guide with the ODN software were the B-button search does not return listing titles now up to 60% of the time even though they are in the system.

     

    Too many channels are not showing up in B-button search to even begin to list them.  Sports Teams are missing completely.  B-button search is now almost completely useless.

     

    Anyone in any state with this problem, please call in and report this.  Now in my case, in Brookfield Wisconsin (53045), on my Cisco 9865, the missing B button search titles have been missing for about a month.  Those who are participating in this thread, please list the following:

     

    • City, State, and Zip
    • Box make and model
    • Any further examples of missing keyboard B-button search data or error messages.

     

    Satch

  • cdeer77cdeer77 Posts: 5
    Nov 24, 2018

    Kaukauna, Wi  54130

     

    I have 3 boxes:

    Arris DCX3600

    Cisco 4742HDC (2 of these)

     

    My son says to switch to Direct, seriously thinking about it!

     

  • 1313 Posts: 38
    Nov 24, 2018

    box is cisco 8742HDC

     

    perfer not to give my zip code, but my provider is Time Warner Spectrum, El Segundo, CA

  • SatchSatch Posts: 3,639 helper
    Nov 25, 2018

    Hey Guys,

     

    Has anyone heard back on this issue?  (Mods?  Customers?) as to what is causing this, and what Spectrum is working on to fix this?  Could Spectrum be planning a big update to the search?  Everything is messed up now with the B-button search.

     

    This is just one example,  You're watching a football game, and instead of going to College Football or NFL Football, B-button search brings up something called NFL Football Fanatic.  Go through those listings and everything is listed On Demand!  It is almost like live sports are completely gone.

     

    I would like to be able to provide a proper answer to customers who are asking about this, but can't because I don't know myself.  If anyone hears from the grapevine what's going on, please post.  Thank you!

     

    Satch

  • Julia_RJulia_R Posts: 4,189 Lead Mod
    Nov 25, 2018

    Hi All!

     

    I do see there is a posted issue now on this. It does not list the specific cause for this but it is under investigation. 

     

    Regards,

    Julia R.

    Spectrum-Social Media Customer Care

    Lead Moderator-Community Forums

  • 1313 Posts: 38
    Nov 25, 2018

    Julia,

     

    To summarize there are three different types of onscreen guides depending upon the cable box you are using.   The three types are "Spectrum",  "iGuide" and "ODN/MDM".

     

    The problem seems to reside in all boxes nationwide using ODN/MDM.   The problem was first noticed aproximately 4 weeks ago.

     

    The problem is when using the search function either from the menu or using the "B" button on the remote many relevant entries are omitted.   A search for "NFL" brings some results but not "NFL Football".  A search for "BONANZA"  brings up no results.   These are only two examples, someone estimated over half of the relevant entries are missing.

     

    The problem is in the ODN/MDM software or programming and is not the relevant to box or signal issues.

  • 1313 Posts: 38
    Nov 25, 2018

    This may also be relevant.

     

    I am currently watching "NFL Football".   When I press the "B" button (search) on the remote it brings up "NFL Football Fanatic" only and no listings for "NFL Football".

     

    On the other hand if I hit the "INFO" button twice, it correctly displays the info for the game I am watching. Also there are four options shown on the bottom left.  If you go down to "Other Games" and select, it will list the other NFL games in chronological order.   

     

    So it appears that the correct listing data is not missing from the system, the search function is not finding it.

  • SatchSatch Posts: 3,639 helper
    Nov 26, 2018

    @13 wrote:

    This may also be relevant.

     

    I am currently watching "NFL Football".   When I press the "B" button (search) on the remote it brings up "NFL Football Fanatic" only and no listings for "NFL Football".

     

    On the other hand if I hit the "INFO" button twice, it correctly displays the info for the game I am watching. Also there are four options shown on the bottom left.  If you go down to "Other Games" and select, it will list the other NFL games in chronological order.   

     

    So it appears that the correct listing data is not missing from the system, the search function is not finding it.


    Excellent summaries 131

     

    i am  having the same exact issues in Brookfield Wisconsin with ODN Guide B-button search (zip is 53045)  The search finds almost no titles with the B-button, or in the case of the B-button keyboard with the Football summary, no longer finds any live games.  I also get "B-button search "Football Fanatic" with a bunch of On Demand listings when watching a live football game.

     

    The B-button search in ODN-Navigator brings up no live shows, sports, events, or sports teams.  On what I now estimate to be up to 70% of channels in the system, when you press the B button to find shows in a Time Grid cell nothing comes up  on keyboard search results.

     

    When this started happening about a month ago, I turned off the Auto Search in Settings and than back on again to see if the B-search keyboard database would refresh over time.  It made no difference.

     

    Because of this flaw, there is only one way to find a show for the past month:

     

    You must painfully and time consumingly scroll through the Time Grid Guide and Press Info when you want to take further action on show episodes that you want to see or set up to record.  Some users have reported that the Info button does not always work for them even in doing that.  But in my case, INFO seems to work, and as stated is the only way to search for a show in ODN, because up to 70% of the B-button search show results in Navigator is broken nationwide.

     

    I can confirm that the Info button and Time Grid shows that the shows are in the search.  But the B-button search is not listing them in almost 70% of the instances tried.  You either get nothing doing a B-button search, or a very brief "Loading Data" please wait and than nothing.

     

    Satch

  • antant Posts: 693
    Nov 26, 2018

    @Satch wrote:

    @13 wrote:

    Upgraded to a cisco box a few days ago and am having the same problems.  Also error messages on the info button, sometimes it works sometimes not.

     

    South bay area of Southern California.   I had called Tech Support, they opened up a ticket.  Would it help to refer them to this thread if I need to call back?


    Yes 13!

     

    Definitely reference it because you have provided some important NEW information!  The B-button search is not showing listings in Southern California either on a majority of channels.  Your information tells us that this is not a state-wide problem, but may be a nationwide issue.  List your box make and model as well.  (What is your zip code?)  The affected guide is the Navigator Guide with the ODN software were the B-button search does not return listing titles now up to 60% of the time even though they are in the system.

     

    Too many channels are not showing up in B-button search to even begin to list them.  Sports Teams are missing completely.  B-button search is now almost completely useless.

     

    Anyone in any state with this problem, please call in and report this.  Now in my case, in Brookfield Wisconsin (53045), on my Cisco 9865, the missing B button search titles have been missing for about a month.  Those who are participating in this thread, please list the following:

     

    • City, State, and Zip
    • Box make and model
    • Any further examples of missing keyboard B-button search data or error messages.

     

    Satch


    So(uthern) CA(lifornia)

    Arris DCX3510M

    http://forums.timewarnercable.com/t5/Equipment/Searching-doesn-t-find-the-titles-but-Guide-shows-them/m-p/15849 for my detailed issues that I saw last night. Smiley Sad

  • SatchSatch Posts: 3,639 helper
    Nov 28, 2018

    Guys,

     

    Still out on the ODN-Navigator B-button keyboard search today.  Today the screensaver kicked in on the box while watching TV. (not On Demand.)  If that happens to you, just hit any cable related button on your remote to bring the picture back.  As a sidenote, I hate how the screensaver is designed to kick in after only five minutes of pausing for VOD  Whether or not this is related to the ODN keyboard search problem around the country, I do not know.

     

    My theory is that the keyboard database is so screwed up, that Spectrum may need to have their engineers do a complete re-cataloging of the keyboard search data and roll this out to various state divisions during their Tuesday Morning 12am-6am maintenance window.  However, the keyboard search issue has NEVER been this bad on ODN Navigator for this length of time, ever.  Spectrum may not wait til that Tuesday time, because of the severity of this problem.

     

    I for one wish that we could go back to the old SA-box search system, until this gets fixed.  That SA-box search system was dated, but more reliable.  At least we would have a way to find our shows using the keyboard until the advanced keyboard search is fixed.  Let's watch and comment for any updates on this topic.  What do you guys think of my idea?  (Going back to the old SA-box search until the cloud search keyboard data is fixed?)  My box did this back in July when an update did not take.  So we know that advanced ODN boxes have that capability

     

    Satch

This discussion has been closed.