No Guide - Issues with TIVO Key

[iwalker]

I have spent about 48 hours trying to get this new system working, I cannot seem to get the guide no matter what I do... I have tried the original application, the patch CD that came with it, and the latest version from the web site. NO GUIDE - no matter what, even though it says the guide data is there. I have emailed Nero twice, called them, and spoke to someone today, who tried to tell me that I have no guide because not all cable companies transmit the required info, I tried to explain that I have a "REAL" Tivo with no issues in the same house, on the same cable system. They told me that someone would call me back within 3 hours, but no go.

People have mentioned about having the key reset, can anyone expand on this? What version have people found to be the most reliable?

Any help that can be offered, would be appreciated.

Regards,

Ian.

[garej704]

I too am getting no guide info or search doesn't work. I have a series 3 in my house and have no issues and use OTA for my signal. plus the picture looks very blurry compared to Windows Media Center. Plus i can't get the Remote to work either. I had to uninstall and reinstall the software too because i orginally setup with my exsisting Tivo account and got an email later i can't do that. Only way i could find to change that was to reinstall the software and setup under another email. Setup did say it downloaded info for the next 2 weeks, but it doesn't show up nor does searching for any programs find anything at all. :angry:

[pwrof3]

I too have n Guide data. My account still says it is active and I forced downloaded new guide data and I still have nothing.

I think it may be a problem on Nero's end because the Tivo program says it has guide data up until January 11th.

Now I am stuck with a DVR that can't record. What is the point?

[iwalker]

Here's hoping Nero will read this, or better yet, TIVO. I can't immagine why TIVO would authorize such a poor tool? I must admit, I have always like Nero products in the past, but now am loosing faith in them, more so due to the number of issues I am reading about Liquid TV / TIVO...

As expected, I awoke to a generic support reply from Nero, please remove Liquid TV and re-install, should this not help, feel free to contact us again! WHat part of I have done that 4 times thus far do they not understand. I even resorted to re-formatting my computer yesterday to ensure a truely fresh start. No luck...



Then in reading allot of these postings yesterday, I got my hope up about re-installing using a different email address, things looked good, the service number was accepted the first time entering it, not the normal 3-5 times to get it accepted, but, as usual, once the smoke was clear, I am still left with a install that does not show program info, or the guide, which of course renders the system useless to record anything.

I too use a Tivo series 3 in the same home, on the same network, with the SAME cable provider, which works flawlessly... How hard can this be?

I am very upset, especially since I bought 2 complete packages from Nero! What a waste of money, with liitle to no support, and the included 10 days free priority tech support that was included was also useless - 24 hours later, I am still waiting for my return support call, which I was told would be up to 3 hours.

If anyone can help, I would love the assistance. Has anyone thought of, or contacted TIVO with their dissatisfaction? Just wondering what they think.

Regards,

Ian.

[csmicfool]

Ian,

I'm with you.

I stayed up really late tonight to try and get help from Nero's online chat support since they had not responded to my emails yet.

The chat support guy basically starts using all caps, curses at me with broken english (he's in Germany) and basically does nothing but jot down my email address so that he could transfer me to email support. Said there was files he needed to send me that could no go through chat- email arrived 15 minutes later with no files, just 4 questions which I had basically already provided the answers to in my initial chat support question.

Why have chat support if it's really just an extra portal to send an email that will likely never be answered?

There's another running thread with very similar details to this one- maybe admins will merge them.

If you do get on chat support and get stuck speaking with Martin Soakoude, please don't waste your time, just hit all caps and ask to speak with someone else cause he's just a big jerk and you will get no help from him (though it seems he's the only one there right now since I've tried reconnecting several times and it is always him).

Good luck (to us all), and please post any solution you may find (or be given by TS). I may have to put this off for a few weeks for a trip, but I may find a solution when I get back and start tinkering again.

[wither]

Poor Martin! He probably wants you to "get support cab" which you can download from the first page of the forum and run. The resulting file will be on your desktop. You send that along with your e-mail to tech support. Considering the techical issues, e-mail is probably the best way to go and get a good resolution. I still think it's a Tivo issue.

Note that they're on holiday at this time of the year just as we are so responses will probably be slower until everybody is back next week.

[csmicfool]

Wither,

I completely understand the need to communicate via email for things such as the .cab file, but that doesn't account for the lack of good communication or rudeness.

Email may be best, but it was weeks since my first emails an no replies.

Oh yeah, I mentioned this in the other thread too- Undless TiVo has changed their xml exports it is definitely a LiquidTV problem. I was able to see the xml file with all program data being downloaded and was able to save a copy before Liquid processed and deleted it.

This post has been edited by csmicfool: Dec 30 2009, 07:57 PM

[wither]

Normally, you would get a reply within a week. When other people haven't received a reply, Nero has asked them to check things like their spam filter because a reply from Nero may be sensed as spam. Sometimes that's correct and sometimes not. Of course with the holidays, response times aren't going to be what they normally are.

I have to agree somewhat with you about Martin but he actually pays attention to what you say which is more than I can say for chat lines for other software.

Nonetheless, the e-mail route is the way to go. Part of the problem is that not all of the Nero employees have a really good knowledge of english. I have a minor issue with Backitup and Burn and we've been going back and forth on it for over a month and most of it is communication problems.

[Autumnsboy]

I've been having the same problem with the guide not containing any information therefore not having any record functionality nor Tivo functionality. I'm not sure we'll ever get resolution on this issue. If you check out the main Nero site you'll now have a hard time finding any info on Liquid TV. I eventually came across the following:

"Sales of Nero Liquid TV™ | Tivo PC® were discontinued on December 30th, 2009"

I looks like as of today, Liquid TV is no longer worth Nero's time. I doubt they'll spend much time trying to fix this issue. Perhaps this issue is why they decided to stop selling the product. I also guess that is why I got such a good price on the retail version that I purchased just the other week, however I don't find it very ethical to be dropping the price and dumping remaining inventory to get rid of a product that they apparently knew had fatal flaws. Perhaps business issues with Tivo? In my opinion Nero owes us an explanation of what has transpired and why.

[pwrof3]

I've been having the same problem with the guide not containing any information therefore not having any record functionality nor Tivo functionality. I'm not sure we'll ever get resolution on this issue. If you check out the main Nero site you'll now have a hard time finding any info on Liquid TV. I eventually came across the following:

"Sales of Nero Liquid TV™ | Tivo PC® were discontinued on December 30th, 2009"

I looks like as of today, Liquid TV is no longer worth Nero's time. I doubt they'll spend much time trying to fix this issue. Perhaps this issue is why they decided to stop selling the product. I also guess that is why I got such a good price on the retail version that I purchased just the other week, however I don't find it very ethical to be dropping the price and dumping remaining inventory to get rid of a product that they apparently knew had fatal flaws. Perhaps business issues with Tivo? In my opinion Nero owes us an explanation of what has transpired and why.

Are you kdding me? This is great! However, this does explain why the guide is not working. Perhaps TiVo pulled the plug?

[BJBBJB]

I don't want to cross-post but this is one of the 2 issues I have also. No guide data on a SUCCESSFUL install from yesterday.

I thought it was temporary and would eventually download like a regular Tivo. Now I am not so sure....

Does it appear that nobody is getting guide data anymore? I certainly hope Tivo did not sever the ongoing service relationship.

Having just bought this in the last 2 weeks (they clearly waited for the Christmas selling season before discontinuing) someone from Nero had better get involved and get this solved.

BJBBJB

[BJBBJB]

I tried to get an answer from Nero phone support....after one and a half hours on hold....I was told I still had over an hour until someone picked up.

Can't wait THAT long. It sure would be helpful if Nero posted something on the support site about the guide. Clearly it is a "known problem"...



BJBBJB


PS......Now after you are "first in line" the free 10 day support line goes busy....or you hear someone answer and then hang up. Unbelievable....

This post has been edited by BJBBJB: Jan 6 2010, 11:24 PM

[BJBBJB]

The replicated and found the issue. Re-run guided setup, and the guide data is there.



BJBBJB

[BJBBJB]

Good Grief.....not so fast. Is anyone else having this issue????/

Some Guide Data IS there now. However....the guide data starts FIVE DAYS INTO THE FUTURE!!!!!!

So there are shows listed, but they all say upcoming...hmmmm....then you go to the Tivo guide version and see what is listed and look at the first show, the most current if you will, and for today, it is listed as January 20th!!!!!

So re-running guided setup did bring up guide data. And if you search to record a show, there does seem to be some current data. However, why does the current guide data think it is five days in the future? Yes, the PC date is right. AND, at the top, Tivo knows what the current time is, it is just the guide data that is populating is not correct.

Is there some file that needs to be deleted to reset this? Or is it another Tivo-to-Nero data issue?

BJBBJB