Advanced troubleshooting steps

                         Advanced troubleshooting steps

WARNING: The following steps may require changes to your home network settings. Please refer to your home networking equipment manufacturer for specific help and information.

1. Check the IP address assigned to your TiVo box:

• Using your computer, log into your router and verify that a unique IP address is designated for each device on your network.
• Confirm that the first three sets of numbers of the TiVo box IP address are the same as those of other devices on the network. (For example, if your computer's IP address starts with 192.168.1, then the TiVo box IP address must also start with 192.168.1.)

2. View the TiVo MAC ID for routers with MAC filtering enabled:

• By default, your router is configured to accept any device onto your home network by entering a security password. Some users will have manually configured their router to only accept devices that match a list of pre-selected device MAC ID's. This is commonly know as MAC filtering.

• The MAC ID is printed on the back of TiVo boxes and network adapters. Log into your router settings and add the TiVo box MAC ID to the filter settings. Consult your router manufacturer's instructions if necessary. The MAC ID will display in the Network & Phone menu once the TiVo box is successfully connected to your network.

3. Verify that the Domain Name System (DNS) server is functioning properly:

• Navigate to the Network Diagnostics screen to verify your DNS server:
  
  
  Premiere: From TiVo Central, go to  > Settings & messages > Settings > Network & Phone > View network diagnostics > Network Diagnostics screen
  
  TiVo HD: From TiVo Central, go to  > Messages & Settings > Settings > Phone & Network > View network diagnostics > Network Diagnostics screen
  
  Series2: From TiVo Central, go to  > Messages & Settings > Settings > Phone & Network> View network status
• If the DNS resolution test says “Failed”, use your home computer to access the internet.
• If you are unable to view web pages, your internet service may be down. Contact your Internet Service Provider (ISP) if necessary.

4. TiVo Desktop users only: Check your connection with the TiVo service:

• Your TiVo box can be connected to your router and home network while the internet service from your ISP is down. This will cause the TiVo box to lose connection with the TiVo service. You can verify if the problem is with your router or ISP by opening TiVo Desktop on your computer and access Music & Photos.
• Transfer a file from your computer to your TiVo box. If you are successful, the issue may be with your internet service. Check your network and router settings and contact your Internet service provider (ISP) if necessary.

5. Check your firewall settings:

• If you have a software-based firewall such as Black Ice, Norton Internet Security, or McAfee Personal Firewall installed on your computer, it may be necessary to adjust your settings to allow internet access to your TiVo box.
  To view network ports or IP address that need to be open, see 

6. Update the firmware on your modem or router:

• If you have an internet connection, visit the website for your equipment manufacturer to determine whether a firmware update is available.

7. Renew the DHCP lease:

• Navigate to the Network & Phone screen:
  
  
  Premiere: From TiVo Central, go to  > Settings & Messages > Settings > Network & Phone > Change network settings. Choose the correct option for your network setup.
  
  TiVo HD: From TiVo Central, go to  > Messages & Settings > Settings > Phone & Network > Change network settings. Choose the correct option for your network setup.
  
  Series2: From TiVo Central, go to  > Messages & Settings > Settings > Phone & Network > Change network settings. Choose the correct option for your network setup.

8. If you have followed all the steps above and the TiVo box will not connect to your network, please contact TiVo Customer Support.