Woke up this morning and there is no gateway? Is there and upgrade going on?
I have rebooted both the portal , and the PVR. I have Internet but no gateway.
I'd like to help but I'm going to need a bit more info.
When you state there is no Gateway, are you meaning that the Portal tells you there is no communication to the Gateway (black screen and white lettering in the centre of the screen)? The other possibility is that there is nothing on the screen at all.
What lights are currently lit up on the Gateway itself?
Yes it is white lettering , as for the Gateway all lights are lit up with a flashing light on the right side.
Every time i press guide it will go to the screen and will attempt to connect to gateway.
We can take a further look at this for you to investigate what the issue is.
Please check your Inbox ^ above for a direct message from me.
Account # sent
How many Portals are on your Gateway and are they all having the challenge?
If you have multiple Portals in the home and only one is giving you this message, I would double check the coax connections closest to the Portal that is not functioning.
If both portals are not functioning, there would be an indication on the Gateway in that the blue light shaped like a hexagon would not be on. In that instance I would check the coax connections at the Gateway first.
After rebooting the Gateway, the Portals may need a reboot.
STill no gateway , of the 5 portals only one is not working. This is the main one which the whole family watches in the living room.
still shows searching for gateway, I will need to call or have Shaw call me
Could try swapping the non-working Portal with one that is working in another room.
Would help determine if a Portal issue, or a signal issue
Hi pidluk, as per our private messages, I've reset your Gateway and pushed the latest firmware. Please let us know if there's been any change.
It is working now , had to call tech, we unhooked the coaxial and the splitter to both PVR and Portal, reconnected and worked.Noticed sharper image but now having problems PVR freezing
I am glad that the portal came back for you. It is a bit odd the way disconnecting and reconnecting the splitter solved the issue though. I can only assume the connection point was not seated correctly then eventually could not make any connection at all. I work a lot with MoCA, and would be interested in hearing how the MoCA network is laid out in your home.
Could you describe more about the freezing PVR problem you are having? Is the problem on all the Portals in the home? Did it start after the firmware push, or the tech visit?
we will have a look at your logs to determine what is happening.
shaw-lance, can you pm me the details.
Hi mark_vse, details sent.
Any chance that you experience pixilation on channels or recordings? My curiousity similar to jackal is on the moca network layout as well, as it appears you may have some issues going on there.
Right now your signal power level on your moca network are quite low. The norm is around -35dbm and where arris and shaw like to have it. It should not exceed -40 dbm. Most of you boxes have a rx signal power of -48dbm and as low as -50 dbm. The range that it should be between is -30 dbm and -40 dbm.
Any chance the portal you were having problems with have a MAC ending in 7:FE?
I do recommend that we have a tech out to fix those moca levels (you may have to many splits or something else causing the loss of signal strength). This could potentially cause issues with playback/recordings. Had a similar case with another customer that we are wrapping up fixing, and once the levels were back in the range, issues went away (We performed some tests to bring up the signals, and now a tech will be going out to permanently fix the setup)
Yes for the last few days since the start of this thread these are the issues the family is noticing:
Wife is actually starting to get fed up, hopefully something can be setup and taken care of. We are paying silly money and would like to view our entertainment with less hassles
I would like to the tech to call my cell # please of schedule , # sent in private email..
We will have a mod reach out to you and set up something.
The First one i think is related to the signal levels, the Picture as well potentially could be related to that as well.
Sound not so much as the Sound may differ between US and Canadian stations (depending on if they are all normalized). The US stations should be, and if there are issues with Canadian Stations, let me know the channels and we will investigate.
The Portal boxes do emitt alot of heat, as they are convection cooled. Our recommendations are to not place the box on top of any other equipment that is emitting heat, and if possible a well ventilated area. Enclosed cabinents may add to the heat. THat being said, even if they are running hot, the Portal will come up with a message if it does overheat. doesn't seem like that is the case at the moment.
Are you noticing that it is only on the recordings that you have this challenge? I have seen it mentioned a couple times that it was a recording that causes the freezing. How is the live TV? Any freezing or reboots needed then?
As per mark_vse's recommendation, we can book you a service call to have your Gateway levels checked. I've sent you a private message and we'll set this up.
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