The Summary:
I am having an issue with Netflix and Hulu on my TiVo Minis, and wanted to both share my experience so far and seek advice from anyone with suggestions.
The Details:
My set up:
- Bolt (Ethernet to router)(OTA set up)
- 2 series 1 Minis and 2 series 2 Minis (Moca to Bolt)
- Bolt is the Moca injector
- Moca network is blazing fast (I rewired, replaced splitter, added POE filters, etc.) and Moca stats on all devices show a fantastic connection.
Hulu Issue:
On ALL of the Minis, some Hulu shows (e.g. Family Guy, Sponge Bob, etc.) the video goes black and no audio. This lasts for a fraction of a second for up to 3 seconds or so. Then the video and audio come back like normal and the show resumes where it left off. During the silent black screen moments, IF there was a network watermark/logo in the corner of the video, then that logo will remain there while the rest of the screen is black. The occurrence is random and does NOT repeat at the same spot if you replay (from the beginning or just back up a bit). In addition, NO ADS EVER PLAY.
Netflix Issue:
On ALL of the Minis, videos buffer in Netflix. Occurrence is random and does not necessarily repeat at the same point in show. Video may recover in just a few seconds or could take closer to a minute. Frequency of buffering is completely random and not related to time of day or known Internet usage in the house.
Notes for BOTH issues:
- This only impacts the Minis
- The Bolt plays Netflix and Hulu without any issues (and Hulu on the Bolt DOES show occasional ads depending on the show)
- ALL other devices in the house (3 PCs, 2 smart phones, 2 tablets, and 3 Blu-Ray players) are connected by Wi-Fi only and play Netflix and Hulu perfectly.
- Network speed and quality both far exceed requirements (50 down, and essentially perfect Moca stats)
Troubleshooting steps completed for BOTH issues:
- ALL troubleshooting steps recommended by multiple levels of TiVo tech support (including ATS), so…
- All devices have been power-cycled and updated
- All Minis have been reset and reloaded as if new
- Original series 1 Minis (refurbs) were replaced with brand new series 2 Minis
- Bolt was replaced (at TiVo’s expense – this is the only thing TiVo has paid for during troubleshooting)
- 6 year old Netgear Wi-Fi router replaced with new Netgear Nighthawk AC1900 Wi-Fi router
- New Ethernet cable run from router to Bolt (~20’)
- Several coax cables replaced with new lines (especially replaced spliced lines with single runs)
- Coax splitters reduced by straight runs or replaced with the required high speed splitters (empty terminals properly terminated)
- New POE filters properly installed on Internet line and AND OTA antenna line in as instructed
- (NO Moca amplifiers)
- Guided by TiVo tech support, we have temporarily isolated all of the equipment to try to identify the root cause. That has included reducing the tested system to just the Bolt and one Mini. Connecting them by Ethernet only.
- Moca channel selections manually adjusted (and then returned to “auto” when that didn’t resolve issues)
- Router MTU adjusted from 1500 to 1300 at request of TiVo support (restored to 1500 when that didn’t resolve the issues)
- Again – EVERYTHING TiVo support requested or suggested has been done, EXCEPT for one thing: Replace the router again, but with something other than Netgear. Since they are not willing to buy that for me, I am not willing to replace a brand new, highly rated router on a “maybe” that will fix it.
Hulu Issue Current Status:
- TiVo has admitted that they had a software issue with the Hulu app on the Mini.
- They say that they have fixed this issue and that the only reason my situation was not resolved was because my Minis are accidentally in the “wrong group”.
- Further, they said they were escalating my situation to the right team, and that they would have this corrected from their end within a few days. That was last night, so only time will tell.
Netflix Issue Current Status:
Here the situation is far less clear. The TiVo support person said that what would need to happen next was for my case to be escalated to a high enough level that it would be attended to by the actual TiVo engineer team in California. Similar to the Hulu issue, that was last night, and only time will tell what happens next.
My ask of this community:
Please, if any of you are having any of these same issues, confirm it here in the thread. The more information we can collectively provide to TiVo, the faster they will be able to correct this issue. (Also, it will help prove I’m not crazy!)
Also, if anyone has any questions about my situation or suggestions for solutions to try, please post or DM me.
I am having an issue with Netflix and Hulu on my TiVo Minis, and wanted to both share my experience so far and seek advice from anyone with suggestions.
The Details:
My set up:
- Bolt (Ethernet to router)(OTA set up)
- 2 series 1 Minis and 2 series 2 Minis (Moca to Bolt)
- Bolt is the Moca injector
- Moca network is blazing fast (I rewired, replaced splitter, added POE filters, etc.) and Moca stats on all devices show a fantastic connection.
Hulu Issue:
On ALL of the Minis, some Hulu shows (e.g. Family Guy, Sponge Bob, etc.) the video goes black and no audio. This lasts for a fraction of a second for up to 3 seconds or so. Then the video and audio come back like normal and the show resumes where it left off. During the silent black screen moments, IF there was a network watermark/logo in the corner of the video, then that logo will remain there while the rest of the screen is black. The occurrence is random and does NOT repeat at the same spot if you replay (from the beginning or just back up a bit). In addition, NO ADS EVER PLAY.
Netflix Issue:
On ALL of the Minis, videos buffer in Netflix. Occurrence is random and does not necessarily repeat at the same point in show. Video may recover in just a few seconds or could take closer to a minute. Frequency of buffering is completely random and not related to time of day or known Internet usage in the house.
Notes for BOTH issues:
- This only impacts the Minis
- The Bolt plays Netflix and Hulu without any issues (and Hulu on the Bolt DOES show occasional ads depending on the show)
- ALL other devices in the house (3 PCs, 2 smart phones, 2 tablets, and 3 Blu-Ray players) are connected by Wi-Fi only and play Netflix and Hulu perfectly.
- Network speed and quality both far exceed requirements (50 down, and essentially perfect Moca stats)
Troubleshooting steps completed for BOTH issues:
- ALL troubleshooting steps recommended by multiple levels of TiVo tech support (including ATS), so…
- All devices have been power-cycled and updated
- All Minis have been reset and reloaded as if new
- Original series 1 Minis (refurbs) were replaced with brand new series 2 Minis
- Bolt was replaced (at TiVo’s expense – this is the only thing TiVo has paid for during troubleshooting)
- 6 year old Netgear Wi-Fi router replaced with new Netgear Nighthawk AC1900 Wi-Fi router
- New Ethernet cable run from router to Bolt (~20’)
- Several coax cables replaced with new lines (especially replaced spliced lines with single runs)
- Coax splitters reduced by straight runs or replaced with the required high speed splitters (empty terminals properly terminated)
- New POE filters properly installed on Internet line and AND OTA antenna line in as instructed
- (NO Moca amplifiers)
- Guided by TiVo tech support, we have temporarily isolated all of the equipment to try to identify the root cause. That has included reducing the tested system to just the Bolt and one Mini. Connecting them by Ethernet only.
- Moca channel selections manually adjusted (and then returned to “auto” when that didn’t resolve issues)
- Router MTU adjusted from 1500 to 1300 at request of TiVo support (restored to 1500 when that didn’t resolve the issues)
- Again – EVERYTHING TiVo support requested or suggested has been done, EXCEPT for one thing: Replace the router again, but with something other than Netgear. Since they are not willing to buy that for me, I am not willing to replace a brand new, highly rated router on a “maybe” that will fix it.
Hulu Issue Current Status:
- TiVo has admitted that they had a software issue with the Hulu app on the Mini.
- They say that they have fixed this issue and that the only reason my situation was not resolved was because my Minis are accidentally in the “wrong group”.
- Further, they said they were escalating my situation to the right team, and that they would have this corrected from their end within a few days. That was last night, so only time will tell.
Netflix Issue Current Status:
Here the situation is far less clear. The TiVo support person said that what would need to happen next was for my case to be escalated to a high enough level that it would be attended to by the actual TiVo engineer team in California. Similar to the Hulu issue, that was last night, and only time will tell what happens next.
My ask of this community:
Please, if any of you are having any of these same issues, confirm it here in the thread. The more information we can collectively provide to TiVo, the faster they will be able to correct this issue. (Also, it will help prove I’m not crazy!)
Also, if anyone has any questions about my situation or suggestions for solutions to try, please post or DM me.
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