yak's profile

Contributor III

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521 Messages

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Guide stops Tuesday 5pm. "To Be Announced" appears

in every time slot.  This happened earlier this month on a Monday at 5pm. Unplugging the DVR solved the problem.  Is there a normal time frame when Cox updates the Guide each week?  If i don't unplug the DVR, will the Guide fix itself?   I'm in Phoenix. Cisco 9865 Record 6 box.

Cox has told us (in this forum) that they don't control the Guide. It is provided for them. But the DVR won't record unless the guide is working. Has Cox identified the source of the problem with the Guide supplier?

New Contributor

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32 Messages

I see this frequently.  Under normal circumstances, I will check late in the evening and it will have the schedule loaded up to some time in the daytime two weeks from yesterday.  Since I have recordings that occur every day, the easiest way to do this is to go into scheduled recordings and scroll up to see what the last scheduled recording is.  Some times it just gets stuck on a day.  After it sits there for a few days I pull the power cord, let it boot back up again and after an hour or so it has loaded up the entire schedule.  I assume that this is a known problem.  I think that I saw it recover from this "stuck" state once or twice but normally it doesn't.

Contributor III

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521 Messages

Original question continued ( i couldn't find an EDIT button for my question): I unplugged the DVR for 15 minutes. I didn't want someone to tell me that i hadn't unplugged it for a long-enough time.  THings got worse. Now the "To Be Announced" starts at 7pm Monday (today). 

Last time this happened i unplugged for 2 minutes and the Guide repopulated. 

Is there a way to edit questions to add information? Or do i have to Reply?

I have unplugged the unit a 2nd time and am waiting to see if that works.  EDIT:. I will find out how long i have to wait after the DVR reboots before the Guide repopulates.  Right now, the 2nd unplugging has made things even worse. My entire Guide is now "To Be Announced".  Previously i had today's shows available.  Now i have nothing at all on the Guide. 

After waiting 5 minutes, i have today's programs again but only until 8pm. After 10 minutes, all shows have appeared on the Guide.

Valued Contributor III

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4.2K Messages

Guide information is a mixture of channel mapping (what frequency=what channel), program data (show on each channel) and meta data (info about each show) and some other stuff. Some of the data is stored on chips that need power(think RAM in your PC) and some stored on chips that don't (think harddrive). The program data usually downloads after the box sends a request for it. This request is sent over a certain frequency(OOB) reserved for boxes to call back to home base, Cox. If the box is unable to send that request, the program data never sends and the box never updates. "To be announced" is just a place holder message the manafacture programed the box to say when ever it doesn't have data. 

Sounds like thats what happened. Box stopped being unable to ask for updates, so eventually it ran out of new program data, then you reset the box, cleared all its memory, but its still unable to request the guide data. This is usually caused by a signal problem.

1. How many splitters do you have between the box and the street? 

2. Can you view onDemand?

3. Do you have internet service with Cox too? If so, is the modem in the same room?

New Contributor

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32 Messages

How long did you wait after restarting to conclude that it wasn't going to repopulate?  It takes a little while.

Accepted Solution

Former Moderator

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606 Messages

That's correct, after the power-cycle, it could take up to an hour for a Contour receiver to load the full 14 days of guide data.

We have noted that some Contour receivers seem to "run out" of guide data and don't properly update, and have scheduled a global reset within the next few days to temporarily address the issue while we work out a permanent fix. Sorry for the inconvenience.

Contributor III

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521 Messages

Thanks to all of you.  I did not give the DVR enuf time to update the Guide after the 1st power cycle.  When i saw that the "To Be Announced" had spread, i thought that something was getting worse.  I should have left it alone.

I do have one splitter. One Cox technician had removed the splitter on an earlier visit.  A 2nd Cox technician put the splitter back; he said to leave it. 

I can view On Demand.  Thanks for mentioning that. I didn't realize that there is a choice "Using Cox Services" which seems to have some good information.

I have Cox internet. That modem  (Cisco Docsis 3.0 EMTA) is in a different room.  

I will choose one answer but all 3 of you were wonderful to take the time to help me.  This forum is a big help.

New Contributor

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11 Messages

I have the same problem, do we know when a real fix will be available?

Contributor III

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394 Messages

David, the update was done on 11/25. If you continue to have issues, we need to look into your setup individually. Please email us at Cox.Help@cox.com with your account information and a detailed description. Thanks, Dina