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Cisco 9865HDC frequently goes out
I have the Cisco 9865HDC DVR. While it seems to have great capabilities, it is frequently useless, as there appears to be nothing coming out of it at times, just the blue screen seen when nothing is driving HDMI. Sometimes it is hung for a long time saying it is acquiring the program grid. Or suddenly you can't change channels, or even turn if off via the front button. Most of the time I have to power cycle, if I'm lucky it will be back up in 20 minutes or so. I hit this issue every week or so, more frequently lately. Really frustrating. Don't know if it is a coincidence, but my internet upstream has been poor lately, around 57dBmV at times, but I would expect picture breakup rather than a lack of any output from the unit if that was the case. Or does the unit "call home" and blank out if no response?
I'm on my second unit, with no difference. Are these units really this bad? I'm trying to replace it with a Tivo Bolt, but so far those are not working in the Cox OC area (see the Tivo Bolt thread in this forum).
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Tecknowhelp
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See this thread. Might need a new box.
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NicholeC
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I was able to locate the account and the signal isn't quite where I'd like it for the equipment. Do you have an amplifier installed in the home?
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mkpl
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Yes, there is an amp on the line to the DVR, but not on the line to the cable modem.
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DustinP
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Can you attempt to unplug the power to the DVR, and while this is unplugged, please do the same to the Amp for about 20 seconds. Once the amp is connected and connections verified, please reconnect the DVR power. If there isn't any found improvement, we can recommend a service appointment.
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mkpl
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Hi Dustin,
I will try that procedure when I get home, but since this happens intermittently, it would be hard to say if it made an improvement.
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DustinP
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We will look forward to the update after it has been given some time to monitor. Thank you.
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mkpl
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It did it again tonight. The power button has no effect, clock is showing, but the on indicator never comes on. When this happens, the fix is to pull the power and hope it comes back up. This is the second unit with this behavior. Oh how I wish OC Cox and Tivo would get in sync so I could replace it with the Tivo I bought, but can not use:
http://forums.cox.com/forum_home/tv_forum/f/4/t/11837.aspx?pi278=6
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mkpl
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It's been in that state for 10 hours if you want to check anything remotely. The display is normal (clock, 1080i, but no power on indicator) and the unit ignores the power button. I brought in a minibox and the signal appears to be fine. Otherwise I will power cycle this expensive brick.
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mkpl
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After power cycling it came up. I ran the Tech Support tests:
Cable Receiver test: "Alert We are sorry. We are currently experiencing technical difficulties. Please try again in 15 minutes. If the problem continues, please contact Cox Customer Service at (866) 961-1207. Reference 9.1.1 when calling"
Connectivity Test: "Problems Found 10.1.7.3 - Possible problem detected. Current value 55.3"
Noticed some pixelation when these were running.
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Becky
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Based on your modem metrics and the information you posted on a different thread, I believe a service call is the next logical step. I'd like to see if the issues you're having with the 9865HDC DVR clear up once we have resolved the upstream signal issues. Please email my team at cox.help@cox.com so we can set this up! Include your full name, address, and a link to this post in your email.
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mkpl
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Now that the OC Cox/Tivo issue has been resolved, at least for my Tivo, I "fixed" this issue by returning the 9865HDC. It had been useless the past week. I did send an email with details of my setup to cox.help@cox.com, but never heard anything back. Still having the internet upstream issues.
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NicholeC
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I show we received an email on 2/17 and replied that day. Did you send us another email after that?
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mkpl
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Hi Nicole,
Somehow I never received the reply. I also checked my junk and trash folders and don't see it. I wonder what happened to it? Could you send it again?
Thanks.
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ColleenD
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1.7K Messages
The reply was offering appointment time slots, which have since passed. Are you still wishing to schedule an appointment since returning the cable box? When was the last time you tried connecting the Bolt?
Thanks,
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mkpl
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The Bolt so far is working fine (knock on wood). I think using a Motorola branded cable card was what finally got it working (that's a whole other issue for a different thread).
I still have flaky internet issues (noted in the 57db upstream thread in the Internet forum), and lately they seem to be getting worse, so I think it would be valuable to have someone take a look at that. Could I just call for an appointment, or do I need to refer to the message on the Cox forum and have someone come out that might be experienced with the strange issue I am seeing? You know how it always goes, the symptom goes away when the mechanic comes around.
Do you want the serial numbers from the two 9865HDC units I returned?
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