New Contributor
•
3 Messages
HDHomeRun Prime not pairing properly with Motorola MTR700 Tuning Resolver?
Hi,
I recently picked up an HDHomeRun unit, and received a Cox CableCARD with tuning resolver and self-install kit (Order# 43918356).
I am having trouble with getting this hardware to work properly - I've been testing various potential solutions since Saturday.
Following the self-install instructions, I have a line from the wall connected to a splitter (1). One line goes to my cable modem, and the other goes to a second splitter (2). From that second splitter, one line goes to my HDHomeRun Prime. The other line has an adapter (3) which in turn connects to the provided Motorola tuning resolver (4). There is also a USB connection between the HDHomeRun and the Motorola tuning resolver.
1: Splitter - CommScope "digital splitter" SV-2G (5-1002MHz) [part of previous installation that works fine]
2: Splitter - Antronix "2-way splitter" CMC2002HC-A (2x -3.5dB out) [provided in the Cox self install kit]
3: Adapter - Antronix "multi-room DVR adapter" GLF-1002B1 [provided in the Cox self install kit - on-site tech called it a "MoCa"]
4: Tuning resolver - Motorola MTR700 [provided by Cox Solutions store when I requested the CableCARD]
I connect everything up and tried to use Cox's website to register everything automatically, and everything seemed to pair up correctly except for the tuning resolver:
| Card Authentication | success |
| Card OOB Lock | success |
| Card Validation | success |
| Tuning Resolver | disabled |
After some research, that seems to suggest a bad tuning resolver (or improper pairing).
I called Cox support and they tried to re-pair everything over the phone, to no avail. I was offered to have a tech scheduled to come out, so I accepted. I asked if he would have spare components in case things need to be replaced, and was assured he would by the phone rep (Work Order #43921252). I was very specific about this as I was taking time out of work to meet him and wanted to prevent the need for a second appointment.
In the meantime, I reached out to the SiliconDust (vendor of the HDHomeRun Prime) support forums. I shared the details of my physical set-up, my status screens, and gave them a dump of my system logs.
They confirmed their device was not only working, and summarized with:
"The log shows the TR and the HDHomeRun successfully authenticate and are happily communicating. The TR is reporting downstream lock but not upstream lock.
Best to have a Tech check signal levels, reactivate the TR, and/or replace the TR."
The tech (Jeff, T433) came out on time, and was very nice and generally knowledgeable, but had no spare hardware or line testing tools. He was also not familiar with the HDHomeRun unit (understandable) and seemed surprised by the instructions outlined in the Cox self-install kit (particularly regarding why it contained a MoCa filter and its placement).
We tried several various scenarios, but none of them worked. I shared the tech support forums info with him, but the information didn't seem to help him. He called to a team lead rep (Wendy Moreau?) who tried to again help re-pair the devices over the phone but was unable to get it to work. We tried removing filters, swapping line connections, recycling the power between each attempt, etc. and none of the suggestions seem to work.
Wendy confirmed more than once that everything appeared to be correctly paired up on her end, even though we were seeing a dead end on our status messages. They eventually convinced themselves that the tuning resolver simply "needed 24 hours to finish pairing up" (even citing 1st-generation TiVo models that did this). I agreed to let it sit overnight to pair up, but obviously this did not work. I updated my open ticket with the SiliconDust forum and asked about that there as well, and it was pretty much dismissed as nonsense.
If anyone is curious, here is my forums thread with SiliconDust:
https://www.silicondust.com/forum/viewtopic.php?f=44&t=19349&p=116356#p116356
The point remains that the CableCARD authenticated and paired correctly, the HDHomeRun unit is communicating with the tuning resolver, and everything seems to work EXCEPT the upstream on the resolver.
I've been fairly patient but I am quite frustrated at this point. I need to minimize the amount of additional time I must take out of work to accommodate the Cox technician's hours of 8:30-5PM.
(Please note that again Jeff was very knowledgeable and professional, and I'm in no way slighting his performance yesterday - I just need to know this can be resolved without multiple days of requiring me to be out of work).
Can someone please recommend my best next course of action?
Here are the relevant status screens as reported by the HDHomeRun unit:
| Card Authentication | success |
| Card OOB Lock | success |
| Card Validation | success |
| Tuning Resolver | disabled |
CableCARD Status
| Card Manufacturer | Motorola |
| Card Authentication | success |
| Card Validation | success |
| 3DES encryption | supported |
| OOB Frequency | 75.250 MHz |
| OOB Lock | 2.048 Mbps |
| Signal Strength | 100% (-0.3 dBmV) |
| Signal Quality | 100% (40.2 dB) |
| Channel List | cablecard-oob |
Network Setup:
OOB Mode: OOB GTC: OOB
2-Way: Unknown
Rx RF Freq: 75.25-NT LKC: 75.25N
Tx RF Freq: ---.-- Power: --
RF-OOB Status: IDLE
EMM ID/PID: 1/0x1503
VCTID: 5 OOB Msgs: 6999
VCT: 414 OOB-rate: 7
NIT: 191 XAIT: 0
NTT: 512 CVT: 0
STT: 32 EAS: 0
Full Tx: 0 Full Rx: 0
CableCARD Pairing:
In order to start cable service
for this device, please contact
your cable provider
383-2000
CableCARD ID: 000-081-084-706-1
Host ID: 064-320-756-330-2
Data: 081-435-535-61
UnitAddress: 000-00810-84706-221
Card S/N: MA1246EE1621
eCM MAC: Unknown
Host MAC: 00:18:DD:31:E5:A6
Host Type: One-way
Interactive (Aloha) Info:
IP Address: 0.0.0.0
UPM Address: 0x000000
DSP ID: 0x0000
USP ID: 0x0000
DSP: Unconfigured
USP: No Message To Send
Signon Status: Unknown
Ack Timeout: 0 msec
Cell Abort Count: 0 (max = 0)
MAC Abort Count: 0 (max = 0)
MCARD CANH Status 1:
CANH Status: Idle
CANH Protocol Version
MCARD: -- CANH: --
IPPV Protocol Version
MCARD: -- CANH: --
OOB ID: Received
CANH SAS Msgs Rcvd: -- Sent: --
IPPV SAS Msgs Rcvd: -- Sent: --
| Authentication | success |
| Downstream | success |
| Upstream | none |
| Operational Status | disabled |
| User Inactivity | none |
| Hardware Model | HDHR3-CC |
| Firmware Version | 20150406 |
| DTCP-IP | DTCP 1.7-SD20140607 |
| WMDRM-NDT | WMDRM 10-SD20130219 |
| Memory Report | 64 MB SDRAM, 2 MB Flash |
| Power Status | Standby |
| Boot Status | Booted |
| Device ID | 131E5A6A |
| MAC Address | 00:18:DD:31:E5:A6 |
| IP Address | 10.0.0.22 |
| Subnet Mask | 255.255.255.0 |
19700101-00:00:00 System: reset reason = power on 19700101-00:00:01 CableCARD: M-CARD inserted 19700101-00:00:02 System: network link 100f 19700101-00:00:03 System: ip address obtained: 10.0.0.22 / 255.255.255.0 19700101-00:00:04 CableCARD: Motorola card (0000:0625) 19700101-00:00:04 CableCARD: authentication status: authentication in progress 19700101-00:00:04 CableCARD: authentication status: authentication success, validation success 19700101-00:00:12 CableCARD: USB device 07B2:6002 connected 19700101-00:00:12 CableCARD: Tuning Resolver connected 19700101-00:00:43 CableCARD: Tuning Resolver downstream status: in progress 19700101-00:00:43 CableCARD: Tuning Resolver upstream status: none 19700101-00:00:43 CableCARD: Tuning Resolver authentication status: success 19700101-00:00:43 CableCARD: Tuning Resolver operational status: disabled 20150414-22:13:58 CableCARD: time changed from Thu Jan 01 00:00:57 1970 to Tue Apr 14 22:13:58 2015 20150414-22:14:13 CableCARD: Tuning Resolver downstream status: success
rebeccaanthony
New Contributor III
•
26 Messages
10 years ago
it is rare to have a bad tuning resolver but i would bet that is your problem it is usually the M-card that has the issue. i would run to a cox solutions store usually open until 8pm get a new tuning resolver. Dont install the moca filter it is only if you have networking over your coax which is what cox's whole home dvr uses to communicate i believe. make sure you have the usb attached from tuning adapter to the hdhr you can have them in series i have 2 setup in that fashion with one cable going to tuning adapter and from the rf out to the hdhr works flawlessly. also make sure you have the most recent firmware provided by silicondust it was 20150406 signifying the date of release being april 6th. it would appear your signal strengths are good and in most cases it is the cable companies hardware that is at fault not the hdhr. i would run to the cox solutions store with your tuning adapter get a new one re call the cablecard hotline have them remove the previous and then treat it like a new activation there will be new host id and data numbers to give them so make sure you refresh after they delete your current pairing
You should also attempt one last time without any splitters in the way just take direct feed from line in to the house and see if/what information that yields but i would suspect it is the tuning resolver/tuning adapter
0
0
AtriumXP
New Contributor
•
3 Messages
10 years ago
Just... wow. From bad to worse. :(
So, I went to my local Cox "Solutions" Store and traded in the tuning resolver. Got it home, hooked it up, waited half an hour, then called in to activate it.
It didn't even get as far as the previous one. It was immediately hung up on the Downstream ("In progress..."). I skimmed the menus and found:
MTR-700 WARNING REPORT
04/15/15 23:55:28 SDVComm:
DL: Segment Timeout!
04/15/15 23:54:12 SDVComm:
DL: Segment Timeout!
04/15/15 23:53:11 SDVComm:
DL: Segment Timeout!
04/15/15 23:52:10 SDVComm:
DL: Segment Timeout!
04/15/15 23:51:06 SDVComm:
DL: Segment Timeout!
04/15/15 23:49:55 SDVComm:
DL: Segment Timeout!
Hrm. So, I looked around a little more and realized they gave me a unit with ancient firmware that is known to be problematic.
MTR-700 CODE MODULES
PLATFORM VERSION: 01.33
PLATFORM BUILT: Aug 11 2009 14:41:47
OBJECT VERSION STATUS ID
ARRGGH!! I asked if there was any way I could simply upgrade the firmware myself, but there does not appear to be.
The tech I spoke with was very patient and offered to have a second tech come out, this time on a Saturday, so I wouldn't have to take more time out of work. I was once again reassured that this time, he would show up with the requisite equipment/tools to get the job done.
We shall see...
0
0
rebeccaanthony
New Contributor III
•
26 Messages
10 years ago
raw deal man. that has to really *** i feel for you. i love my 2 HDHR Primes 6 tuners i never even have that much to record/watch at once its wonderful i cant imagine dealing with shoddy equipment like that.
0
0
AtriumXP
New Contributor
•
3 Messages
10 years ago
After some more ineptitude on their part, I was able to demand someone bring the new hardware. Once it arrived (6 hours after my scheduled window), I was able to get the firmware updated and the tuner synched up.
So, then I went to check the channels... I was still listed as "not-subscribed" for most channels. Super frustrating. I called again, and they re-pushed the signals to each device. I was able to see many new channels come in, but definitely missing quite a few. It looks like they failed to assign at least one of my cable packages to the CableCard pairing... I'm missing NFL Network (one of the main reasons I wanted the HDHomeRun unit in the first place).
I'll leave it overnight, re-scan the channels in the morning, etc. but I suspect I have to call them at least one more time.
0
0