I need help ASAP! My Shaw HDPVR cannot detect the gateway system, tried reconnecting the cables in the back, also tried to go to the settings but it wont detect the local connection... I need replies asap. Thanks!
Need some clarification. Customers as of recent have been confusing the naming of the equipment we offer and would like to ensure that the right members troubleshoot the issue.
HDPVR - is the new dcx 3510 with HD Guide on it.
Shaw Gateway - Arris Whole Home solution.
Shaw Gateway Portal - Arris MoCa HD boxes that connect to shaw gateway
Now, in your statement you have referenced both shaw gateway, and HDPVR.
Can you let us know which one you are having problems with? Sounds like with shaw gateway, and that a portal is having connectivity issues back to gateway. Is that correct?
Thanks for the reply Mark. Yes you're right the Shaw Portal (Arris MoCa HD Box) has connectivity issues to the Shaw Gateway system.
Tried doing the power cycle, removing and connecting the cables, and opening the settings menu and reconnecting to the Local Network Connection but it wont even detect the wifi. Need help asap. Thanks!
Happy new year
I was following you up To the last sentence.
Shaw portals don't have wifi.... And wifi in gateway is not enabled, So i am not sure what box you are talking..?
Now it sounds to me you are talking about a cisco gateway internet modem?
Happy new year too Mark!
Sorry if I made you confused, it's a Shaw Portal and I don't know if it does have wifi or not but thanks for the info. Anyways it says it cannot connect to my Shaw Gateway System and I don't know why, about the settings part I mentioned earlier, I just tried possible solutions to get it working.
Replies would really help. Thanks!
OK. When you reboot the portal, it should automatically connect to the gateway without intervention. That means the following scenarios
1). There is no signal going into the portal that is in the moca network
2) portal is bad and needs to be replaced
3) the portal is new and not provisioned..
Did this portal work in the past on the same outlet. Any changes made? If everything is the same, and no new changes and it stopped working, could be an indication of a bad portal, or cable issue (ie connector, splitter or something else).
Any more info you can provide will help.
Rebooted it several times already.... Most probably the cause of the problem is among those three.
Nothing happens, it (Portal) remains the same.... I also noticed that the message only appeared once and it never appeared again but the problem is still there, still nothing appears on my TV screen....
BTW, I just had my Shaw Cable and internet connected the other day and since then there were a lot of problems with the internet (was fixed) and now the TV service... Hope this gets fixed soon. Thanks for the replies Mark!
You still haven't answered my question...
So you mentioned it was just installed the other day. When the tech came out and set everything up, was all the portals working? I am assuming so since a tech should not be leaving without checking.
Right now there is nothing i can fix without getting more detailed information from you.
The more you provide, the easier it will be to nail down the problem.
How many portals do you have? If you have more than 1, are the other working. When did the tech come in and install the system? Was all the portals workig and suddenly stopped working on some or all the portals. Again, in your next response, please be more detailed
When the tech came in and set everything up, the portals were working and then I decided to move a portal to my other room in which the tech just installed an extra cable... I have 2 portals, the other one is working, the other one doesn't detect the gateway system. The tech came in last Saturday. The portals were working and then one of those suddenly stopped working (doesn't detect Gateway system) when I moved it into another room (because the set top box in that room isn't compatible for my HDTV and that was the advice of the person from the Shaw support hotline and the tech guy who came in to just place the Portal in that room). BTW, the old set top box in that room detects the Gateway signal but the portal right now doesnt.
Did it work in this room before? And then stopped working? Or it has never worked in the room you moved it to?
kevinds the set top box installed in the room is working, the only problem is it is Black and White on my HDTV so I just tried to place the HD Portal in that room since it has a HDMI port on it, but the problem is the Portal wont detect the Gateway system...
Black and White is usually a problem with the component cable? The wires mixed up, or one not making connection (broken inside) will cause this.
But what I was meaning to ask, the room where you are trying to use the Portal now, has it ever worked there? Did it work for a few days and then stop?
kevinds nope, it's not already not working when I connected it, it's already unable to detect the gateway system. But what I found weird is that the set top box connected with the same cable in the same room before picks up signal, the picture is just black and white...
Its a different signal, kind of.
The stand-alone terminals tune the stations themselves, the Portals contact the Gateway, the Gateway tunes into the stations and sends the data-stream.
It almost sounds like the outlets are wired differently, if you move the terminal that is working B&W to where the one of the Portals is/was working, does it get stations? I'm curious if the install tech wired them completely seperate from the cable signal, basically on their own splitter.
They also may have put the filter in a spot just affecting where they were first wired. But @mark-vse what are your thoughts on that?
Picture shouldn't be black&white so I'm curious why it is... haha
I see. Thanks for explaining it really well though, I'm starting to get some ideas on this issue but the problem isn't really resolved yet...
Yes, when I moved the stand-alone terminal to where the Portal was working, it did get stations.
I think the picture in the terminal before was black and white because it only had ports for component/RCA and my HDTV only has composite and HDMI ports so the tech guy (who installed everything) just inserted the RCA cables into the component ports.. but he did tell me that I can just move the Shaw Portal to where the stand alone terminal was formally placed (because the Portal has a HDMI port on it) and that it would work well so I'm finding it really weird that it's not working right now.
IF you can, take a picture of the back of the portal with connected cables in it and what is on your screen.
IF you are using hdmi, there should only be three cables plugged in. Power, hdmi and the coax cable. Nothing else.
It is weird for your HDTV to have composite but not component ports, or they might be used by another device?
But yes, mixing up composite and component ports would cause the B&W too, weird an install tech would do that, one would think he would have used the composite on both the HD Box and your TV if one was forced to.
And yes, it sounds like you may need a service call to confirm the cable wiring, and why there is no communication between the Gateway and the Portal.
If the portal is outside the moca network, you won't even get guide information. Only thing you would see on the screen are the menu's and anything that request info from the gateway would return an error that "gateway not found". No black and white screen so what is being said does not make sense to me.
IT sounds like he doesnLt even see that if he is getting black and white, however in previous posts he mentioned that he went to settings and tried a reconnect on the local area network. It would be easier for us to see pictures of what he sees on the tv.
I am still getting confused here by the answers, so i am going to suggest we get a tech to come out again and fix whatever the issue may be.
Mods: can you obtain complexchris's account info in a pm and try and set up a service call for him. That will probably be the easiest solutuion here that way if it is hardware or a cable issue that can be replaced/fixed.
At the same time, chris, can you take pictures of what you see and upload them here. Might be able to see what you are seeing to gain some understanding.
Thanks for the help mark! I'm already set up for a support service appointment on Wednesday.. and I'll also keep you posted about the problem. I'll also post pictures later of the problem.
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