Cisco ISB 7500 rebooting

[Ones]

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texasguy37 wrote:

It never happens on my Motorola VIP 2250.

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I'm prying by ask this...

Ok, How is this not happening with you DVR, what's your setup? You've been blessed.

[Ones]

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jbdet313 wrote:

Funny thing is, that all of you using these "new", "advanced" boxes from both Cisco and Motorola have basically been sold a bill of goods in order to have a larger hard drive.

Some true technophiles have used the "old" 160GB and 250GB versions and upgraded their own hard drives to 500GB and 1TB and have no problems at all. Those old builds must not be as broken as would be advanced by Cisco and Motorola (a good sales pitch, though, to get AT&T to buy new boxes).

Glad I didn't insist too hard to get one of these Motorola 500GB ones when I swapped my original install 160GB for the 250GB one. If my hard drive decides to take a dump, I'll be one of those "renegades" who will be a DIY-er, and replace my own drive with a 500GB one. And let the chips fall where they may.

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Who knows, maybe Broadcom enabled the processor part of the SOC (system on a chip) to be over-clocked, and changed some transistors. I'd love to just throw away money on that and not be able to keep the altered equipment if it needed replacing.

This is the consumer electronics and technology industry, millions have been enticed to buy bills of goods and bought the store, case and point Apple iPhone 4 -> iPhone 4S. There are some changes but not enough to camp out all night on the week of first sale. And sir don't step on your chips.

[texasguy37 ACE - Champion]

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Ones wrote:

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texasguy37 wrote:

It never happens on my Motorola VIP 2250.

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I'm prying by ask this...

Ok, How is this not happening with you DVR, what's your setup? You've been blessed.

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My DVR is connected by cat5 cable as opposed to coax cable.  How is yours connected?

[splendorlex]

Mine is connected via Coax, but that's the only way I can do it.  I'm a renter, can't start drilling holes or setting up cable drops, and I'm not going to run 50' of cat5e across the ceiling.  Oh well.

[aviewer ACE - Wizard]

splendorlex - How many STBs do you have?
If you have the RG in a remote location, perhaps you can move it to adjacent to the DVR & use the existing coax to feed the RG. Then you have a short cat5 to the DVR. I believe this has always been the preferred config.

If you have more TVs you would need to have a diplexer at the splitter location. Also, you want to make sure all new connections are solid.

If you are having problems with the new DVR, perhaps you can get att to redo this as a no charge repair.

[Ones]

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texasguy37 wrote:

My DVR is connected by cat5 cable as opposed to coax cable.  How is yours connected?

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cat5 cable, have your cable's RJ-45 connectors been attached manually or do you have long cables with factory molded connectors?

Maybe your TV's motherboard and firmware have been carefully planned and well executed.

[texasguy37 ACE - Champion]

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Ones wrote:

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texasguy37 wrote:

My DVR is connected by cat5 cable as opposed to coax cable.  How is yours connected?

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cat5 cable, have your cable's RJ-45 connectors been attached manually or do you have long cables with factory molded connectors?

Maybe your TV's motherboard and firmware have been carefully planned and well executed.

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I have long cables with factory molded connectors.  My DVR is connected to a Sony Bravia HDTV.

[Ones]

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texasguy37 wrote:

Maybe your TV's motherboard and firmware have been carefully planned and well executed.

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I have long cables with factory molded connectors.  My DVR is connected to a Sony Bravia HDTV.

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The last November when the tech came for a Mr. Fixit session, remarked he had to re-do some other installers connectors because some wires were switched yet the boxes were still limping along instead of flatly refusing to work at all. I'd need to buy a long cable. What brand are you using?  During installation the man used Belkin cat5 cable stock.

Yes, you are blessed.

[Ones]

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splendorlex wrote:

Mine is connected via Coax, but that's the only way I can do it.  I'm a renter, can't start drilling holes or setting up cable drops, and I'm not going to run 50' of cat5e across the ceiling.  Oh well.

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Our management is somewhat strict but they've not said anything against AT&T routing cat5 cable inside using curved staples nearest to the ceiling. Have you tried to get permission?

[kstjohnphd]

I am having the same problem.  Installed December 2.  Started having the problem soon after.  At the time, they had not yet buried my cable and I had an above-ground splice.  They also said that one of my lines was bad and they fixed it at the main distribution box a few miles away.  Still doing it after they fixed everything they said was causing it.  Late December they did a few remote tests.  My problem also occurs while scrolling through menus.  I got frustrated and gave up for a while.  Today I called and they are sending a new box (hopefully different model).  I am upset that I have recorded movies I cannot transfer.  My technician told me in early December that a whole shipment of these boxes got wet and they are having a lot of problems with them.  I hope AT&T stands behind this!!

[tiredoftry]

Same issue here.  We are on our 3rd isb7500 and they all do the exact same thing - reboot when ever they want.  Most times it is when accessing the menu, however, it also reboots when no controls are being touched.  I have had one recording in 3 parts, with 5 minute gaps, due to the system rebooting 'when it wanted'.

what is the current version of the system software?  Our latest box is on 2.0.26496.25 (release).

I tried running the embedded diagnostics (hold down Menu and UP arrow during boot), but received a message stating the embedded diagnostics were not activated.

I have run the monitoring tools listed here in the forums and everything checked out fine.  My boxes are connected with coax and still we get reboots.

[texasguy37 ACE - Champion]

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tiredoftry wrote:

I have run the monitoring tools listed here in the forums and everything checked out fine.  My boxes are connected with coax and still we get reboots.

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Can you try connecting the DVR to RG using an Ethernet cable?

[tiredoftry]

mistype there, sorry, mine are connected with Ethernet. Always have been. Meant to type they are 'not' connected with coax.

[texasguy37 ACE - Champion]

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tiredoftry wrote:

mistype there, sorry, mine are connected with Ethernet. Always have been. Meant to type they are 'not' connected with coax.

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Thanks for the clarification.

[tiredoftry]

Just got off online chat with AT&T tier 2 support.  I wanted to ask about the issue with the 7500 and if they knew if a software update would be available.

Their response - 'There are NO known issues with the Cisco ISB7500'

[tiredoftry]

They did also state that it could be my power plug. No other ATT&T DVR's has had any problems in that plug in the past 2 1/2 years other than the ISB7500, but they didn't seem to care to hear that and just restated it.

[Ones]

This is maddening AT&T, Cisco, et al. are failing this way.

The VIP2250 has the same client.. and the similar problems as the 7500. Thanks for the diagnostic menu tip because these are enabled with this STB, and the best thing is all my recordings didn't get erased!

keep on pushing...

[bhous1]

I'm on my 3rd ISB7500 , the reboots didn't start until they installed this box , no help from at&t same line check  , last tech said it was a problem with the ISB7500 itself , getting runaround from at&don't give a , anyone else having this problem ?

[bhous1]

I've noticed it also does it from time to time when I go to Guide

[OPspinner]

My new Cisco wireless set top box reboots at least twice a day. When I got an email survey from AT&T that seemed to be about this issue, I figured they were working on it. Unfortunately it is getting worse, not better. Of course, my wife blames me, which means I will do anything to make it stop. I still have my DirecTV dish on the south side of the house---just in case. 

This is a maddening problem and it doesn't seem like AT&T is even acknowledging it. What crappy service and what successfull company in America keeps customers by treating them like crap?

BC

[PHOnos]

I quit watching TV yesterday as the 7500 kept losing signal every 10 minutes.

Ecited for speling

[mharris_1962]

So what has worked to resolve the problem... I have been resting with replacing these boxes 4 times now. My original box Cisco IPN4320 had a hard drive issue the replacement was a new an improved Cisco ISB7500...NOT!.

My connections are Coax from wall to box, which should have more than enough bandwidth and the proper voltage, and from the box to the Receiver I am using a high quality Gold plated, HDMI... Yes, I do believe it is possible to use older technology 5 wire component video and audio cable...instead of HDMI, but did that fix the problem for anyone?

I have not tried using the Cat5 instead of Coax, doubt that is going to fix anything... Then I would need to use a Hub to so that I could stream Netflix videos, to my TV or Blue Ray player.... I do believe this is a motherboard issue with the CISCO ISB7500, or firmware related....When is ATT going to post a firmware upgrade, or  there is an issue with these new boxes, and they need to fix the problem or recall these new ones and replace them with the CISCO IPN4320...

[aviewer ACE - Wizard]

mharris_1962 - From the outside looking in I see three possibilities & any case could have any one or more of the possibilities.

Yes, the 7500 could be bad individually or as a group. All you can do is keep asking for a replacement.

The next two possibilities could happen because the 7500 is more fragile than your previous box & your service fell off the cliff.

The HDMI interface is corrupted. You can try the composite connection. Just make sure you physically remove the HDMI cable.

The last is the HPNA interface on your coaxial cable (again, fragile & pushed over the cliff by a fault anywhere in your house.).

Were all your cable ends changed to compression fittings? Are all the connections clean and tight? No dangling wire strands? You have no barrel connections in any of your feeds?

Based on your need for coax to feed your extra equipment, your RG must not be near the 7500. I suggest you swap the 7500 with the STB that is near the RG & connect the two cat5.

How old is your installation? could be bad splitter or diplexer.

Can you set it up as a single direct feed to see if the fault is on another leg.

Have you tried the 7500 without the extra network connections?

Certainly there are no guarantees that any of this will help & it could be done by at&t. But, you sound like you want to figure it out & understand it enough to try. So, these are things you can try if you have a mind to.

[silversport]

I am having the reboot problem about once a day on this Cisco ISB 7500 unit...I disconnected the HDMI (which appears to my eyes to give better picture and of course the digital sound) and tried the composite RGB and the analog red and white for sound and didn't have the reboot issue for a week...last night, I tried the HDMI again and within minutes, it rebooted...I think this is still an issue with the HDMI connection and possibly Cisco...my older box couldn't hold digital surround sound when connected VIA HDMI...

Irritated to say the least...

Bill

[jbdet313]

You guys need to get the "old" Cisco DVR, the 250GB version. Call, tell them you don't want another of their crappy 7500s, and have them dig one out of the warehouse for you.

COME ON FOLKS ......... this Cisco box is a TOTAL LEMON. Look at not only this thread, but the others on this box --- things are obviously not changing for the better.

But ....... we'll see how many masochists will line up for mistreatment by Mistress AT&T, by rinsing and repeating with swap-outs. You folks need to grow some and tell the Mistress to find a new whipping boy.

[texasguy37 ACE - Champion]

Is this anyone with a Cisco 7500 DVR who is not having issues with the box?

[Jeffster_1]

I haven't had any problems with it. I got the ISB7500 in December and has worked flawless and not one reboot.

I was hesitant to say anything not to jinx it

So lets hope I have no problems after posting

Oh and I'm all cat 5e

[mharris_1962]

AT&T service technician visted my house today...Although he has never heard of the reboot problem or frozen box issue... he admitted the newer boxes do a bit better connected to Cat5 Ethernet instead of coax.. If you think about AT&T takes the fiber connection, transfer it two copper wires, then to your Router/Modem, and converts it to Coax, using what ever existing house wire you have...

Fortunately, I had a Ethernet connection in the wall jack, that I wired, and have been using for streaming movies and updates for my Samsung TV and Blu-Ray player. I asked him any issue if I add a Ethernet Hub, he said no, it should work fine. So I have now connected my Samsung TV and Blu-Ray player, and DVR with Ethernet.... Next he noticed one of the pinouts on my HDMI, was bent and also agreed that I should replace that with the Component Cables, which again, I had on hand... So I am crossing my fingers and over the next 5 days, will let you know...If I get any more reboots, or frozen screens. Thank you all for your replies and advice so far.....Stay tuned ;-)

[texasguy37 ACE - Champion]

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Jeffster_1 wrote:

I haven't had any problems with it. I got the ISB7500 in December and has worked flawless and not one reboot.

I was hesitant to say anything not to jinx it

So lets hope I have no problems after posting

Oh and I'm all cat 5e 

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That's good to know.  Some people were making statements that everyone who has one of the new DVR's is having problems.  I have had my Motorola VIP 2250 since November, and I have had no random reboots.

[jbdet313]

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texasguy37 wrote:

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Jeffster_1 wrote:

I haven't had any problems with it. I got the ISB7500 in December and has worked flawless and not one reboot.

I was hesitant to say anything not to jinx it

So lets hope I have no problems after posting

Oh and I'm all cat 5e 

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That's good to know.  Some people were making statements that everyone who has one of the new DVR's is having problems.  I have had my Motorola VIP 2250 since November, and I have had no random reboots.

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And, obviously, your build date doesn't have problems. But what we're seeing are NEW INSTALLS, for the most part, of BOTH the Moto and Cisco 500GB boxes being total POCs. So while it's good for you that you aren't having these problems, it's not that way for new or upgraded customers due to problems with their existing equip. So, yeah, this "someone" is seeing a trend, and if you think I'm making an umbrella statement of "everyone", well, that's your interpretation. There are FAR more customers complaining about REPEATED problems, even after trade-outs, than ones like you with none. So, just because YOU have no problems, doesn't mean that everyone else who has them should be psychologically examined. Or that making a suggestion to "boycott" using the current builds to avoid problems is that far off the mark. Kthanx, pull up to the window.