Missing channels, do I really need a tech visit?

Reception, channel detection, network issues, CableCARD setup, etc.
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luverofpeanuts
Posts: 18
Joined: Sat Nov 19, 2016 5:06 pm

Missing channels, do I really need a tech visit?

Post by luverofpeanuts » Sat May 11, 2019 11:13 am

I noticed I was missing a channel in my HDHR3-CC and it appears I should have just left that well enough alone....

Since I had recently updated firmware, I decided I should do a channel scan and see if the missing channel would return. Nope.. in fact, I lost a bunch of channels. I've done the online chat with Spectrum numerous times in the last two days, having them "send signals" or whatever they do, even swapped cablecards, and I still have missing channels...and it seems most, I think, are DRM channels.

Here is the current state of things. I really believe this is a problem on their end and that a tech visit won't help other than he might be able to get them to keep trying things on their end. Can anyone offer thoughts, comments, or other things to try?

I verified this is the info they have listed as well

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CableCARD ID: 000-045-071-520-6
Host ID: 064-321-365-806-2
Data: 019-959-975-98

Here is some other info on the HDHR3-CC

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CableCARD Status
Card Manufacturer	Arris/Motorola
Card Authentication	success
Card Validation	none
3DES encryption	supported
OOB Frequency	75.250 MHz
OOB Lock	2.048 Mbps
Signal Strength	97% (-2.4 dBmV)
Signal Quality	100% (37.9 dB)
Channel List	cablecard-oob

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Status
Card Authentication   success
Card OOB Lock         success
Card Validation          none
Tuning Resolver        disabled

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Tuning Resolver Status
Authentication           success
Downstream              success
Upstream                  none
Operational Status    disabled
User Inactivity           none


Here are the last few lines of the system.log after my most recent attempt at resetting things.
I continue to see "validation needed" and "Tuning Resolver operational status: disabled"


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20190511-15:44:18 CableCARD: Tuning Resolver connected
20190511-15:44:49 CableCARD: Tuning Resolver downstream status: success
20190511-15:44:49 CableCARD: Tuning Resolver upstream status: none
20190511-15:44:49 CableCARD: Tuning Resolver authentication status: success
20190511-15:44:49 CableCARD: Tuning Resolver operational status: disabled
20190511-15:46:01 CableCARD: M-CARD removed
20190511-15:46:10 CableCARD: M-CARD inserted
20190511-15:46:14 CableCARD: Arris/Motorola card (0000:0625)
20190511-15:46:14 CableCARD: authentication status: authentication in progress
20190511-15:46:14 CableCARD: authentication status: authentication success, validation needed

gtb
Expert
Posts: 3907
Joined: Thu Oct 06, 2011 1:00 pm
Location: Sunnyvale, CA USA

Re: Missing channels, do I really need a tech visit?

Post by gtb » Sat May 11, 2019 1:01 pm

luverofpeanuts wrote:
Sat May 11, 2019 11:13 am
Card Validation none
....
20190511-15:46:14 CableCARD: authentication status: authentication success, validation needed[/code]
Step one is to get the CableCARD validated. To do so, I would recommend first disconnecting the USB cable from the HDHR to the TA/TR, and for Moto TA/TRs, be sure you use a splitter to split the coax to the TA/TR and the HDHR (do not go inline, because the Moto units are notorious about degrading the levels). Ideally, to get the CableCARD validated, I would have the coax go directly to the HDHR (to eliminate any possible signal issues introduced by splitters or the MTR700). Validating a CableCARD is usually not that hard over the phone with Charter (although it sometimes takes perseverance). If you can't get the CableCARD validated, you have to fall back on a tech visit.
Tuning Resolver disabled
After you get the card validated, you get to work on getting the tuning adapter operating. It is possible that the work with the CableCARD will end up refreshing the TA (but knowing Charter, I would not bet on it). You can try to reboot the TA to see if things get different, but most likely you get to continue to this step next. Same drill, continue to work with Charter over the phone, falling back to a tech visit in needed (TA's can be especially difficult to get working, and I have seen a few just decide to die).

After the CableCARD is validated, and the TA/TR is working, you *should*, at least, get your channels working again. Maybe.

luverofpeanuts
Posts: 18
Joined: Sat Nov 19, 2016 5:06 pm

Re: Missing channels, do I really need a tech visit?

Post by luverofpeanuts » Mon May 13, 2019 5:27 am

gtb wrote:
Sat May 11, 2019 1:01 pm
Step one is to get the CableCARD validated.
...snip...
Thanks for the response. I think I might have to beg spectrum to try to kick it in to validating again on their end again... if expertise by support can be a factor in making it happen...I seem to be getting help from those that give up quickly... At this point, it'll be that or return the CC and punt.

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