04-21-2012 07:37:14 PM
Ooops... it did it again. Before I do a system recovery boot and guarantee that my recordings are lost, I thought I'd post for advice. At some point today, it appears my DVR decided that despite having 50 or so recordings, it really had none. Additionally, despite having 90% o;f the recording space available, I could only record 26 hours of SD programming.
I've tried the "hold the power button" reboot. I've tried the "pull the power plug for 30 seconds reboot". I've tried the residential gateway then DVR reboot. No luck with any of them - my recordings are still gone. This is the second time this has happened with this box in the last 4-5 months, the third time in the last year or so (box replaced last summer). I've had service for 3 years, but only had problems this last year.
The DVR is a Motorola VIP-1225. TV2 Client version is 2.1.2295.10. Any thoughts? If I have to call support, does anyone have tips on how to get straight to level 2? The last time I talked to level 1 for a self replacement, I ended up with 3 Total Home DVR's getting shipped to me. Ended up having to get connected to L2 just to get service going again which took all night. If there aren't any quick tips to get to L2, would insisting on a tech visit be a better solution?
Thanks for any advice!!
04-21-2012 07:51:11 PM
Try the disaster recovery procedure as shown below. This procedure is not supposed to erase recordings; however, if the DVR is bad, that may occur.
1. Hold down the Power, OK and Down Arrow buttons
2. Release the buttons
The gears, not the 3 dots, will appear on the screen and the software will be reloaded. It will take several minutes to complete. If the gears do not appear, a disaster recovery process has not been initiated. Please repeat the steps until you see the gears.
04-21-2012 08:07:03 PM
I tried the disaster recovery last time this happened with this box (about 8 episodes into the current TV season so - Novermber/December I guess) and lost ALL my recordings. I did get back my free space though and was hoping it was a fluke. Given your comment of "however, if the DVR is bad, that may occur", I'm starting to believe the box needs to be replaced.
Last time I wasn't as worried about the lost recordings because we were early in the TV season and there were bound to be repeats. This time, though, my wife had recorded a couple of old movies that rarely get air time and was eager to watch them. I'd prefer to avoid repeating steps that are known to eliminate recordings on the specific box.
Any other suggestions? A-B-A-B-Up-Down-Left-Right-Start? Looking for a miracle that likely doesn't exist here.
04-21-2012 08:19:18 PM
No, there are no other suggestions.
1. If the DVR is replaced, you are going to lose t
2. If the DVR is bad, a disaster recovery may eras
3. If the disaster recovery is successful, the recor
Also, from the description in your first message, it sound like the recordings are already gone. Do you still see recordings on the DVR?
04-21-2012 08:27:44 PM
No recordings are currently visible on the DVR. It says 90% recording space available and also says that equates to 26 hours of SD recording. That seems to imply it knows the recordings are there somewhere, but needs help finding them.
Since this has happened with this specific box before and the disaster recovery led to lost recordings, I'm guessing I'm out of luck. Any suggestions for easing the call to support to get a replacement? I really don't want to go through the nightmare of multiple DVRs and hours on the phone a 2nd time.
04-21-2012 08:46:21 PM
What is the power adapter of the DVR plugged into?
04-21-2012 09:11:48 PM
The DVR is plugged into a heavy duty surge protector meant for sensitive electronics. It is less than 6 months old. There are two other devices plugged into the same protector (total of 3) - a Wii and a PS3, although the PS3 was new after the last "crash". Neither console system has been turned on in over two weeks and are never on at the same time as the DVR. The TV is connected to it's own separate surge protector.
As recommended, I tried the disaster recovery boot and as expected, have all my free space but none of my recordings. I will be accepting the initial answer provided as it solves the space issue even if it doesn't solve the root problem.
Looks like it's time for a multi-hour miscommunication call to support for yet another replacement. :-(
04-22-2012 02:15:37 AM
When you call TS as soon as the rep answers the phone tell them you need to be elevated to Tier 2 since you've already discussed all these same problems with Tier 1. Also tell them you've already done a soft reboot/hard reboot of the DVR, along with a DVR disaster recovery, to no avail. Mention the hard reboot/unplugging of the RG for 30 seconds too. It also wouldn't be a bad idea to mention you've troubleshooted the DVR on this forum w/o success and you know what you are doing. Be adamant, but nice, about being elevated to a Tier 2 tech and often you can get passed up to them. Good luck.