When playing back recorded shows, when pressing fast forward or skip forward often freezes and then gets error message 5102 and that gateway is Missing. Sometime the unit recovers othertimes requires gateway to be rebooted. Any ideas?
your external drive is filling the logs up with errors. There is something going on there where it is having read and write problems. Can you disconnect the drive, power it off and then reconnect, we can see if there is any improvement. If not, that drive will need to be replaced.
could be one of the following:
1) mismatch of code between portal and gateway
2) gateway is rebooting (signal problem)
3) moca problem causing connection to be lost.
4) hard drive problems.
shaw-moderator will Pm(private message) you to obtain your account details, and we can start looking into it.
neiljones1, I've sent a message to your Community Inbox so we can figure out what's causing this trouble for you.
Don't want to sound negative here. I have no external drive and it does not matter if I watch a recorded show or live TV. This happened to me 43 times this last week (according to customer tech) and I am getting somewhat miffed because I can barely make it thru an hour long show without getting disconnected. Started happening one week after purchasing the unit and got progressively worse. So far Shaw has replaced all connectors and during the second service call the line from the unit to the portal was replaced. They are coming out to replace the unit this Thursday and we can only hope that this will fix things. Had to go to watch the Super Bowl at my son-in-law's place. Oh, and by the way the signal is great (according to tech) and my outside line is only about two years old. Gotta love that 5102.
sorry had a brain fart. Thought I was talking to the same person that had the initial issue.
If you would like us to have a look into your issue franz we will ask a mod to request your account information.
Thanks. Probably won't hurt event though the tech is coming out this Thursday.
in these cases, I like to definitively let people know what the problem is. It's one thing to say oh this equipment was replaced and everything is working, but actually knowing why it wasn't working as expected I think adds value in unfortunate cases.
shaw-moderator please obtain account information via Private Message.
Sure thing Mark.
franz please check your Community Inbox for a message from me.
Hmm not sure what you did so far. Now my Shaw phone went out with a busy signal and I am informed that it may be out for the next 24 to 48 hours. Is there something I did to piss you guys off?
On a positive note (it's hard but I am trying) I was able to watch the Oilers' game tonight with only 3 outages. wooohooo!
Hey franz, I'll reply to your direct message. Check your Community Inbox.
I was away. I have disconnected and reconnected my gateway and external drive.. there is nothing recorded, it will not give me the option to format it.. any assistance you can offer? The stuttering is getting annoying and is also occurring on live TV on occasion
please disconnect your external drive and run the system like that for a day. If the stuttering is gone, you will need to replace your external drive as that is the root cause.
Mark, i have removed the drive as requested, the problem is still present when playing back from the internal hard drive on the Gateway, obviously there is a problem with my Gateway.. Suggestions?
Please leave the expander off and i will quickly check The logs.
i May have my numbering wrong as to which drive as it labels them in linux terms (sda1,2)
Ok i checked the logs and the ata messages that came from the expander have stopped filling the logs. So that Seems to be fixed.
is the pixilation happening on both portals? I do see one portal that seems be having decoder issues.
I've been having this the last couple of days too, only with recently recorded stuff, and live, but not the older recordings
Started the night it was extremely windy here, I first thought it was a satellite dish blowing in the wind, but continued after on the calm days
Same here. Had my node split on friday and wasn't sure if it was related to that, but thinking it is something else causing that.
i'll inquire about it.
I think your node is far from mine
Correct. I am getting our maintenance eng ops team have a look into that. See what they come up with.
the the problem is on my main floor gateway, the 2nd gateway seems ok
neiljones1 our issue may be different than yours... Sorry for posting here... But could be similar issue...
maintenance eng ops found an issue with an edge device causing the pixilation. It was rebooted yesterday.
let us know if you still have the issue, i will do the same
As mentioned i see the decoder problems happening on one specific portal, that means it is isolated to that.
in the meantime, to narrow it further and see if the portal itself is the problem or the connection, can you swap portals and see if the issue follows the portal. If it does, it's a simple fix. If it doesn't then it narrows it down to a connection issue between the gateway and that portal.
we will get a shaw-moderator to book a service call for you, as it doesn't appear to be a gateway issue, but a portal problem.
also, i will check in a week to make sure those ata messages don't appear again. If they do, there also may be an issue with the expander that is beginning to happen. If not, then your removing of the expander and reconnecting it appears to have fixed that issue
Hi, I have switched portals and the problem with stuttering and error messages actually got worse. I need a technician appointment for this weekend (preferable) or next week to get this resolved, this is becoming quite frustrating. Please have someone contact me.
shaw-moderator, please book a service call, preferably a senior tech.
i will recheck his logs to see if those ata messages are still present.
Hey neiljones1, I'm sending you a private message to see about getting you a service call.
From what I am seeing, your gateway is completely dropping on the modem which is causing the reboot. Some of the reboots on the gateway are caused from a "video proc timeout" which is quite strange as well. It's not a hard drive issue as that is passing fine, but I am seeing the docsis signals dropping. You mentioned they have replaced almost all connections, splitters and even the outside drop line. Your signal levels from what I am seeing look good and are in optimal range. So it very well could be a modem problem within the gateway causing this.
I will check the logs when you have your gateway replaced tomorrow.
opps I mean Thursday I think is when your service call is.
Hey, that is really good news. I will show this to the tech when he gets here.
Alright Sir, I am now the more than prod owner of a new Gateway box and if you feel so inclined I would be indeed appreciative of you checking the logs sometime tomorrow (Friday).
Thank you for your help. Franz
I'll check now to see that levels are the same etc.
Signals still look good from what I see. Let's give it a few days to see if you experience any issues.
Hopefully this is all in the past and you can finally enjoy the gateway system :-D
Just watched my first Oiler's period uninterrupted and am ecstatic. :-)
1 day down, i will check your logs again. no news i am hoping is good news, must mean you were actually able to watch tv
let us know if things are looking brighter with the gateway replacement.
Not only the first period but the other two as well. And even better, the Oilers won that one. Actually, I was able to watch uninterrupted TV for the whole evening. I was so excited I could barely go to sleep. And the best thing about all of this is that I will be able to watch the Olympics now without fretting over which timeless moment I will end up missing. So, yes, things are awesome at the moment. Thanks for confirming my suspicions that something was indeed wrong with the old box.
Happy customer, Franz
Still going strong i assume
if so its safe to say that the gateway replacement has fixed your issue.
Yes, going strong. My wife and I were marveling at it. Technology at work. It's awesome to be able to veg out and enjoy the opium for the masses. Our politicians are safe for the time being.
Thanks very much for following up on this issue. Franz
Hi, I already have a service visit scheduled for Tuesday btwn 9-11. Mark or Matt booked it yesterday.
It's been a few days since your service call and I just wanted to check up and make sure that we took care of the problem for you. Let us know how it's going.
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