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HDHomerun Prime Owners Thread - Page 34

post #991 of 1922
you will generally need OOB lock before you can get it paired. I think I remember one area actually using an "in band" (as opposed to "out of band") activation scheme but am not familiar with it just remember reading that some area used it. Usually its an FM trap or other filter that interferes with this when there are problems with the OOB signal (usually around 75Mhz sometimes its just the signal. If one prime is working and the otherone isn't, It could be the tuner used for OOB in your prime is faulty and will require a return. I strongly suggest opening a ticket with SD as they might be able to determine if the OOB tuner is faulty or if it is just your signal.

Gear mentioned in this thread:

post #992 of 1922
This is the specific procedure for CableCARD authorization with a Tuning Adaptor. If you don't have a TA than neglect that part but pay specific attention to the CableCARD "hits". Talk to the CSR and have them do this.
Quote:
The first part is making sure that equipment is in the proper order. It must go like this: CableCARD in outlet A, Tuning Adapter in outlet B. If the customer has additional CableCARDs, then the next CableCARD goes in outlet C, followed by Tuning Adapter in outlet D. Repeat these steps until all CableCARDs are accounted for. Then it goes DVRs, HD Boxes, Standard Boxes, Cable Modems, and lastly MTAs.

If we are activating a Scientific Atlanta card for the first time we need to get the Host ID. Once that is added, the following hits must be sent: CCV Hit, RHT Hit, and a Standard Hit to the card. Wait 60 seconds in-between each hit. Then a Standard Hit to the Tuning Adapter. After this point, sometimes it is necessary to powercycle by unplugging for 60 seconds. Lastly, if the card isn't locking on, then it's time to roll a tech.

If a customer removes their CableCARD and inserts it into another device, the Host ID must be updated. This can be a real pain because not a lot of people have access. The advisor will probably have to contact their supervisor to find someone who can delete the old Host ID and update it with the Host ID from the new device. After that's done, send the same round of hits as stated above.

If a CableCARD just randomly stops working, I like to verify the Host ID just to be safe. Then I try the hits one at a time. If that fails, it's time to roll a tech.
post #993 of 1922
Quote:
Originally Posted by Vampidemic View Post

^
Waterboyz-

I'm not an expert as I have only had my Prime for a few weeks, but it sounds like you may be having signal quality issues. Have you taken troubleshooting steps to get the purest coaxial signal available in your household?

Did I see a post saying you we're getting 80% signal strength? (I may have you mixed up with another poster, if so, my apologies)

In my residence, there is a central point in a closet where the main line splits out to all of the outlets in the house. That's where I have my Prime plugged in, and I get 100% signal strength. When I moved in, Comcast installed an amp/splitter, so one of those outputs feeds the Prime which may help.

It sounds like you have both of your two Primes wired up. If you have a passive splitter, I would remove that and see if you can get either one of the devices to complete the setup individually from the most direct coaxial feed you have available before adding the second device into the mix.

All coax is RG6

Currently the main line comes in and is split (1 gigHZ) into 2. (cable length about 48 feet)
1) Modem
2) Another splitter (1gigHZ) 1 in 4 out. (cable length about 1 inch)

That splitter out:
1) Prime A (cable length about 3 feet)
2) Prime B (cable length about 3 feet)
3) Living room set-top-box. <<NA>>
4) Bedroom set-top-box. <<NA>>
post #994 of 1922
Quote:
Originally Posted by huy30 View Post

Sorry to see that you still having problems, Waterboyz.

Card Authentication success
Card OOB Lock none
Card Activation none

All three above show "success" on my prime. I am not an expert on this but look like your CC is not activate.

Yea, I keep thinking that to.
post #995 of 1922
Too much cable length and too many splitters. Try to put a Prime at the service drop (hopefully there's ethernet there too) and connect it direct with only one splitter to your modem.
post #996 of 1922
Quote:
Originally Posted by signcarver View Post

you will generally need OOB lock before you can get it paired. I think I remember one area actually using an "in band" (as opposed to "out of band") activation scheme but am not familiar with it just remember reading that some area used it. Usually its an FM trap or other filter that interferes with this when there are problems with the OOB signal (usually around 75Mhz sometimes its just the signal. If one prime is working and the otherone isn't, It could be the tuner used for OOB in your prime is faulty and will require a return. I strongly suggest opening a ticket with SD as they might be able to determine if the OOB tuner is faulty or if it is just your signal.

I have both Primes in place.
I've opened a trouble ticket at SD and have not received my acknowledgement email yet.
post #997 of 1922
Quote:
Originally Posted by Sammy2 View Post

Too much cable length and too many splitters. Try to put a Prime at the service drop (hopefully there's ethernet there too) and connect it direct with only one splitter to your modem.

I adjusted this from my post #993

Currently the main line comes in and is split (1 gigHZ) into 2. (cable length about 48 feet)
1) Modem
2) Prime A

Worth a try.
post #998 of 1922
FYI

Got this from SD Trouble Ticket.
Now I wait-n-c.



1) If you have not already done so, please upgrade to the latest HDHomeRun software from http://www.silicondust.com/support/hdhomerun/downloads/

2) Run HDHomeRun Setup, enable Send diagnostic information... on the Advanced tab and click Apply

3) Power cycle the HDHomeRun PRIME

4) On the Tuners tab in HDHomeRun Setup, set one tuner to Digital Cable

5) Run a channel scan on the Digital Cable tab

6) Set the tuner back to CableCARD

Reply back and we will check the logs.

Silicondust Support
post #999 of 1922
Anything new to report?
post #1000 of 1922
Quote:
Originally Posted by Sammy2 View Post

Anything new to report?

I ran the SD Trouble Report as requested.
The Digital Cable found a bunch of channels.
I don't remember the number of "Programs Found" but it was something like 97(?) or 79(?) or something.

I'm running the 117 software release.

Now I Wait-N-C.............
post #1001 of 1922
What do your logs show?
post #1002 of 1922
Got this from SD Tech Support:
Quote:
Morons gave you the wrong cards. In a Cisco/Scientific Atlanta area, you MUST use a Cisco/Scientific Atlanta CableCARD. The 2 systems are not compatible with each other. A Cisco backend can't communicate with a Motorola CableCARD and vice versa. Take the cards back and demand they give you the correct ones, and maybe 6 months of free HBO to compensate for wasting your time.

I currently have the Scientific Explorer Set-Top-Boxes so I guessing that was the tip off since the CableCards I was given are Motorola.

BUT
I did ask the level 2 CSR at Comcast about the M-CableCard and having the scientific Atlanta/Cisco system. The CSR that the card works in both systems.
Hummmmm

Going to the local Comcast store and see what they have/say.
post #1003 of 1922
Quote:
Originally Posted by Sammy2 View Post

What do your logs show?

That HTPC is on another system but the last lines of the log look similar to this..
Quote:
19700101-09:45:18 CableCARD: Motorola card (0000:0331)
19700101-09:45:18 CableCARD: authentication status: authentication in progress
19700101-09:45:18 CableCARD: authentication status: authentication success, activation needed
.
post #1004 of 1922
I have Cisco CC...then may be it will also work for you when you get Cisco CC...biggrin.gif
post #1005 of 1922
That may or may not be the issue. When I switched from Comcast to FiOS, I was given a cisco HD DVR. Later I decided to move to an HTPC/HDHR solution and when I stopped by the Verizon office to pick up the CableCard, they gave me a Motorola card. I mentioned to the rep that I had a cisco DVR, she said it didn't matter, those were the only CCs they had. And it worked just fine, so it's possible they either have duplicate infrastructure or the cards can work with either equipment.
post #1006 of 1922
Problems like these are exactly why I suggested opening a ticket as I don't know how a normal person can tell from the primes interface that the headend was opposite than the card given out. If there is a command to type in to view this info, let me know. Perhaps it is on another screen but the only info given out in this case seemed to be that there was no OOB lock (which will happen in this situation, but usually it is signal or hardware related).

The cable box itself (as well as today's cable card tuners) can use either type of card but the type of card used is (usually) related to the headend. My understanding (personally my only dealing with simulcrypt is finding out old ATI ocurs didn't support it and told the client to upgrade to something newer) is that It is possible to use simulcrypt in areas that will allow either card to be used in any device but this depends on both the device (this I'm certain as it broke ATI OCURs, but both the prime and ceton should not have a problem with it) and cablecard (not as certain on the specifics of this but I've been told they do need a specific minimum firmware) as well as the headend supporting it . If your area is using simulcrypt, and the cable card is of old firmware, I believe you can be out of luck using the wrong brand card as the first thing it should do is update the firmware but can't do so if unable to get the command (I want to say communicate with it here but since the devices are one way, it is a one sided conversation) . To my knowledge, most providers don't use simulcrypt (verizon is the only one I'm aware of) but instead use the right card required even if it is in another brand's box (i.e. cox uses moto cards in moto markets even with the cisco/sa WHDVRs and STBs in the area) So just because you have SA boxes doesn't always mean you have an SA headend (though it usually does) I don't suggest removing it (some providers charge huge fines/fees to repair this even though its as "simple" as any other home activation... even simpler in some cases as it is a bidirectional device) but if you can peak into the box and see the color of the cablecard, that usually gives it away for sure.

There was an area in ohio I worked with that a smaller company who was surrounded by TWC was bought out by them but used the opposite equipment that TWC did, this caused lots of problems, especially when they closed the former company's retail offices and getting equipment exchanges was becoming a nightmare at the closest TWC store (on both sides as a box returned might go out with the wrong card). Eventually, they updated the area to use the predominate equipment in the area (I forget if they swapped out the boxes entirely or allowed for the boxes to get a new card-- I believe the later as a friend of mine still has his old dvr).

By the way, when you get your cisco cards, feel lucky as they don't have that pesky data id that seems to change without notice especially during the original setup. I always am thankful that most areas I'm in use the cisco/sa cards.
post #1007 of 1922
Quote:
Originally Posted by WaterBoyz View Post

That HTPC is on another system but the last lines of the log look similar to this..
.
There was 2 things that I needed to do to add a cable card to my system (if you are also on the comcast network):
- call the people at 1-800-934-6489 or 1-800-934-6489 they are in the group to doing cable card activation. Tell them that you need to pair a cablecard with a 'Sillicondust Prime'.
- call the billing department to make sure that the new cable card have been added to your account. Otherwise you are not going to get the channels you have paid for.
post #1008 of 1922
Part of me is expecting this response at the local Comcast office.
Quote:
"We only have one kind of card. Take it or leave it."
To which I will say
Quote:
'OK I'll try two more cards".

It is difficult to argue when the conversation is muted with a bullet proof glass between us.
Also, if I called in to Tech Support again I will be getting the "Scripted" answers as well, again.

But, since the Prime does see the non-encrypted channels I feel pretty good that the problem is at their end.

Maybe a truck-roll is the final solution.

I might have time to get the CableCards on Monday depending if the line is out the door, which it usually is. As much as Comcast wants me to "take the survey" they should make more effort at face.to.face relationships in a timely manner.
post #1009 of 1922
Quote:
Originally Posted by tranle View Post

There was 2 things that I needed to do to add a cable card to my system (if you are also on the comcast network):
- call the people at 1-800-934-6489 or 1-800-934-6489 they are in the group to doing cable card activation. Tell them that you need to pair a cablecard with a 'Sillicondust Prime'.
- call the billing department to make sure that the new cable card have been added to your account. Otherwise you are not going to get the channels you have paid for.
Can you check the phone numbers?

I checked my account online and it looks like 2 items have bee added but there is no description.
Plus there is a $16.66 fee with no explanation.
Hummmm

I'll ask the CSR at the local office when I get my next two CableCards.

Did a little reading over at Comcast's Forum.
HoleeSheet what crap people have to go thru to get their CableCard to work correctly AND stay working. Thing is that they are still paying for non-delivered services. AND Comcast is getting away with it.

I'm getting a little scared about my Prime/Cablecard actually working as planned.

Hey, Set-Top-Boxes seems to be where Comcast wants their customer to be which equals almost zero problems.
post #1010 of 1922
Quote:
Originally Posted by WaterBoyz View Post

I'm getting a little scared about my Prime/Cablecard actually working as planned.

Hey, Set-Top-Boxes seems to be where Comcast wants their customer to be which equals almost zero problems.

Maybe just do the truck roll

Unless you are compensating your personal time at $.50 an hour you've already paid for it plus pain and suffering

Also, if it doesn't resolve the issue you can call and complain to billing and they'll remove your charge (Personal experience unrelated to Cablecard)


The initial install in my Apt required a truck roll (First activations supposedly all require truck rolls), but the tech who arrived had more numbers at their disposal and got everything setup. I later returned the STB they installed for a cablecard to install/activate in my Prime
post #1011 of 1922
UPDATE

Went to my local Comcast store (Big Chicken). Line was almost out the door.. again.
Explained to the CSR in 50 words or less, almost apologizing, that I was not able to activate these CableCards. I mentioned that I had Scientific Atlanta cable boxes and these CableCards are for a Motorola system.
She agrees that they are the wrong CableCards.
eek.gifeek.gifeek.gifeek.gif
I was not prepared to hear that.
Anyway, she said that they don't carry those CableCards at this location and that I would have to travel to either the Cartersville or Cumming offices.
Will do.

She initiated, on her own, a full credit on my account going back to when I picked up the CableCards.
YES

I asked about the $16.66 fee on my account that had no description but showed "pending". She said that was the "self-install-fee". There is no "self-install-fee" on Cablecards per my price sheet. But since she was deleting the CableCards anyway I kept my mouth shut. If it comes up when I pickup the Cisco CableCards I'll address it then.

Moving on to the next step.......
post #1012 of 1922
And you wonder why the Comcast folks are behind bullet proof glass.biggrin.gif
post #1013 of 1922
Quote:
Originally Posted by WaterBoyz View Post

Can you check the phone numbers?s.
Sorry, I cut and pasted twice, the 2nd number to try is: 1-855-652-3446
And make sure you are getting the M-Card.
post #1014 of 1922
Quote:
Originally Posted by WaterBoyz View Post

UPDATE

Went to my local Comcast store (Big Chicken). Line was almost out the door.. again.
Explained to the CSR in 50 words or less, almost apologizing, that I was not able to activate these CableCards. I mentioned that I had Scientific Atlanta cable boxes and these CableCards are for a Motorola system.
She agrees that they are the wrong CableCards.
eek.gifeek.gifeek.gifeek.gif
I was not prepared to hear that.
Anyway, she said that they don't carry those CableCards at this location and that I would have to travel to either the Cartersville or Cumming offices.
Will do.

She initiated, on her own, a full credit on my account going back to when I picked up the CableCards.
YES

I asked about the $16.66 fee on my account that had no description but showed "pending". She said that was the "self-install-fee". There is no "self-install-fee" on Cablecards per my price sheet. But since she was deleting the CableCards anyway I kept my mouth shut. If it comes up when I pickup the Cisco CableCards I'll address it then.

Moving on to the next step.......

The Big Chicken CommieCast store is where I got my CC last year. Just as you described with a line out the door but it all went smoothly and my Prime has worked well since. Now the incessant price increases are another matter.

Guy

For all of you wondering about The Big Chicken, it's about a 1/4 mile from the Comcast office:

http://en.wikipedia.org/wiki/Big_Chicken
post #1015 of 1922
I hate that store, it's a time-wasting gulag with everyone behind glass daring you to reach in and punch them in the face for being the clueless monopoly CSRs that they are. Going to a Comcast 'store' is about as much fun as getting all your wisdom teeth pulled.

I feel better now. smile.gif
post #1016 of 1922
Quote:
Originally Posted by GuyLR View Post

The Big Chicken CommieCast store is where I got my CC last year. Just as you described with a line out the door but it all went smoothly and my Prime has worked well since. Now the incessant price increases are another matter.

Guy

For all of you wondering about The Big Chicken, it's about a 1/4 mile from the Comcast office:

http://en.wikipedia.org/wiki/Big_Chicken

Well thanks for that little tid bit of history!
post #1017 of 1922
Quote:
Originally Posted by WaterBoyz View Post

I asked about the $16.66 fee on my account that had no description but showed "pending". She said that was the "self-install-fee". There is no "self-install-fee" on Cablecards per my price sheet.

Moving on to the next step.......

Wait, a large corporation is now charging its customers not only for not doing any labor, but actually charging them to do the work themselves??? That is awesome!

The days when the "customer" does the work, pays for the privilege, and makes it possible for them to lay off most of their employees can't be far away.

I hope you remember to leave a tip as well!

Sent from my Nexus 7
post #1018 of 1922
If it is not on the rate sheet they cannot charge you for it. PERIOD.
post #1019 of 1922
LOL, Comcast can and will charge you whatever they feel like for cards.
post #1020 of 1922
Okay. I knew somebody would get around to flaming me. They can carge you whatever they want but that doesn't mean you have to pay it.

I'd take that up with the local franchise authority if they continue to insist that you pay a fee not outlined on their rate sheet. I'm pretty sure after you raise a fuss they will revise their rate sheet.
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