Guide depth is only a day or two - jamesp

Help and support for HDHomeRun DVR and HDHomeRun software for Windows 10, Mac, Android, XBox, etc.
jamesp
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Joined: Sat Dec 02, 2017 10:52 pm

Guide depth is only a day or two - jamesp

Postby jamesp » Tue Mar 06, 2018 1:03 pm

The guide depth for all my OTA channels in the Denver area on my HDHomeRun Connect only covers the next day or two. It won't scroll beyond that. Sometimes it says "loading" but nothing ever loads. This is true whether I use my FireTV or my Nvidia Shield TV to set up recordings. I know the program guide data for more days is there. If I click on a program to set up a recording, there's at least two weeks worth of showing of that program available. It just doesn't let me scroll to it from the on-screen guide. This is a major inconvenience, especially if I'm going to be gone for more than a day and I want to set up recordings beyond that.

Device ID: 1071827F

nickk
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Re: Guide depth is only a day or two

Postby nickk » Tue Mar 06, 2018 1:23 pm

Hi,

We provide 24 hours of full TV guide for free, and we provide 2 weeks of full TV guide with the DVR service.

DVR with 2 weeks of guide is $35 / year.

Nick

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jasonl
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Re: Guide depth is only a day or two

Postby jasonl » Tue Mar 06, 2018 2:46 pm

It looks like you are a DVR subscriber. We'd like to get some diagnostic data to see if there's something happening to prevent the guide from loading. Please open the HDHomeRun app and press play/pause 13 times to bring up the settings menu and turn on Send diagnostic information, then try to scroll over in the guide. Reply back and we will check the logs.

jamesp
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Re: Guide depth is only a day or two

Postby jamesp » Fri Mar 09, 2018 3:03 pm

OK, I've turned on the diags and done some scrolling around in the program guide.

There may be some issues with how I purchased the DVR service. I purchased the DVR service for one HD Connect, decided to return the Connect, and got a refund on the DVR service. Then I bought another HD Connect a couple of weeks later and purchased DVR service for that one. It was all done under the same HDHomeRun account, and maybe there's some accounting glitch there.

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jasonl
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Re: Guide depth is only a day or two

Postby jasonl » Fri Mar 09, 2018 3:18 pm

Any difference if you turn off the early access to new features option in the settings menu?

jamesp
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Joined: Sat Dec 02, 2017 10:52 pm

Re: Guide depth is only a day or two

Postby jamesp » Sat Mar 10, 2018 4:32 am

No. I only turned on when I happened to notice it when I turned on the send diags feature you requested. But I've turned it off again and there's no change. I only get two days.

jamesp
Posts: 8
Joined: Sat Dec 02, 2017 10:52 pm

Re: Guide depth is only a day or two - jamesp

Postby jamesp » Thu Mar 15, 2018 1:13 am

Is there a solution to my guide problem? If not, can I get a refund on my DVR service since it appears I never really had it?

GetMatt
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Location: Device ID: 1310683C, 13196816, 10733FC0

Re: Guide depth is only a day or two - jamesp

Postby GetMatt » Thu Mar 15, 2018 8:53 am

When you changed tuners did you go through activation again? Your account is tied to whichever tuners you registered during the DVR activation process. That might explain the lack of guide data if your tuner is not registered.

jamesp
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Joined: Sat Dec 02, 2017 10:52 pm

Re: Guide depth is only a day or two - jamesp

Postby jamesp » Fri Mar 16, 2018 1:42 am

I can't remember what I had to do when I activated my second Connect. That was over three months ago.

But it looks like there is some weirdness in my online account. My first subscription was done on 12/2/2017. I cancelled on 12/11/2017 and got a refund. Then I bought the second Connect and got a new subscription on 12/18/2017.

But when I go onto your website and log in, my account page has

Status Cancelled
Start Date December 2, 2017
Last Order Date December 2, 2017
End Date December 19, 2017

It looks like some part of your system still thinks I cancelled, although the subscriptions page does show an active subscription due to renew on December 18, 2018.


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