Guide Data Outage - 2018 Spring Edition

Global guide related discussion. All Windows versions.
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SugarFree

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Re: Guide Data Outage - 2018 Spring Edition

#121

Post by SugarFree » Sun Nov 18, 2018 8:07 pm

November 18 - only 7 days left in guide on Verizon Fios. The last full day is the 25th - so I am surprised not to see any other current posts.

I notified Rovi Friday, but so far manual updates produce the usual incorrect "Update Sucessful" message - which often indicates the file at MS is stuck in a loop, just continuing to push out the same old file from a week ago.

Anyone else?

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Space

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#122

Post by Space » Sun Nov 18, 2018 8:23 pm

Yes, same here, no new update in a while, just keeps downloading the same data with a different timestamp each day.

SugarFree

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#123

Post by SugarFree » Sun Nov 18, 2018 9:03 pm

Thanks for letting me know it's not just me. I'll check one more time tomorrow morning and call again if it's still no go. This happens before every single holiday and time change. For years. Amazing.

adam1991

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#124

Post by adam1991 » Sun Nov 18, 2018 10:04 pm

SugarFree wrote:
Sun Nov 18, 2018 9:03 pm
This happens before every single holiday and time change. For years. Amazing.
Came here to say this. I'm shocked it continues with the same pattern.

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#125

Post by JohnW248 » Mon Nov 19, 2018 12:19 am

Same pattern, probably same problem. With Thanksgiving and Christmas the tv schedules go off to specials and no consistent schedules. I would imagine that requires more data import and checking--but they're using computers so it really shouldn't be a problem. Some things are going to be the same to the very end.

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#126

Post by adam1991 » Mon Nov 19, 2018 1:22 am

JohnW248 wrote:
Mon Nov 19, 2018 12:19 am
Same pattern, probably same problem. With Thanksgiving and Christmas the tv schedules go off to specials and no consistent schedules. I would imagine that requires more data import and checking--but they're using computers so it really shouldn't be a problem. Some things are going to be the same to the very end.
But the data are out there...presumably for even Rovi to get, on a regularly updated basis.

I forget--are these the same data that Tivo gets?

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#127

Post by superdave6653 » Mon Nov 19, 2018 1:50 am

My guide data ends at 6pm on 11/25 and has not updated in at least 4 days. I rebooted the PC today as part of some regular maintenance. Thought that might nudge the guide to download too but no luck.

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davidhp

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#128

Post by davidhp » Mon Nov 19, 2018 4:13 am

I sent an email to Rovi/Tivo yesterday informing them the EPG has not updated with new data for a few days again and asked them to inform Microsoft. I have done this a few times now and they always respond they will inform the proper Microsoft contact of the problem. I expect that it will most likely get fixed by tomorrow or Tuesday.

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#129

Post by Space » Mon Nov 19, 2018 7:50 am

superdave6653 wrote:
Mon Nov 19, 2018 1:50 am
My guide data ends at 6pm on 11/25 and has not updated in at least 4 days. I rebooted the PC today as part of some regular maintenance. Thought that might nudge the guide to download too but no luck.
Yes, the guide data uses the UTC timezone, so the last day of guide data that everyone has is 11/25. Each day ends at midnight UTC, so that means 7pm for EST, 6pm for CST, 5pm for MST and 4pm for PST.

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#130

Post by UCBearcat » Mon Nov 19, 2018 12:37 pm

I noticed some incorrect info for the last couple of days. Came here to see if anyone had reported it to Rovi/MS. I tried to send an email to Rovi, but apparently I don't have a login with them. I'll check back here to see if anyone gets another response from Rovi.

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#131

Post by superdave6653 » Mon Nov 19, 2018 7:29 pm

Thanks Space for confirming what I was trying to say in a different way.

I was just trying to point out that I don't think anyone has a full day of guide data for 11/25...like another individual reported.

and the 6pm end time I reported was incorrect it was a typo that should have read 5pm since I am in the MST time zone.

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#132

Post by davidhp » Mon Nov 19, 2018 9:59 pm

This is the email address I send emails to Rovi: DATA Client Services: metadatasupport@tivo.com, I have no account with them and they have always responded to my emails and told me they will contact Microsoft about the EPG outages.

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davidhp

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#133

Post by davidhp » Mon Nov 19, 2018 10:02 pm

This is their acknowledgement email, I should get another one stating they have contacted microsoft:

Dear David,

Thank you for contacting the TiVo Support Team. Your email has been forwarded to the appropriate work group. Thank you for being a valued customer. If you have any additional questions or concerns, please do not hesitate to contact us. Please make sure to include the Ref ID and Case Number on all subsequent replies to your initial request.

Ref ID:ref:_00D409pu7._500f31FaHQW:ref
Case Number: 2213845
Subject: Windows Media Center EPG has Not Updated For 3 Days

For product outages and severe service degradation issues that require immediate attention, it is critical for you to report these directly to our support staff by phone.

NORTH AMERICA
(888) 203-2006


Thank you,
TiVo Support

Please note our new support email address: metadatasupport@tivo.com


Additional Resources:
Resource Center: https://b2bsupport.tivo.com
Developer Portal: http://developers.tivo.com
TiVo Website: http://www.tivo.com

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#134

Post by SugarFree » Tue Nov 20, 2018 2:34 am

"This is their acknowledgement email, I should get another one stating they have contacted microsoft"

Tivo contacted MS on Friday, after I called them about the problem. When I called my contact today, she said they had escalated it. Hopefully someone at MS will delete the looping file from their queue in the next 24-48 hours and the correct/new file will reach us.

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#135

Post by AnotherDave » Tue Nov 20, 2018 4:23 pm

Happy Thanksgiving!

However, apparently somebody decided to take off for the entire holiday week. No data on Comcast in Florida past Monday, 26 Nov. No OTA data past Sunday.

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#136

Post by SugarFree » Tue Nov 20, 2018 5:43 pm

Tivo contacted MS again this morning, and this time they responded that they are aware of the issue and they're working on it. I'll try a manual update after midnight ET, since MS tends to send out the new files they've received that day (Tivo sends a new file daily) at 9pm PT.

Digits crossed.

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#137

Post by Bunk_Tuppins » Tue Nov 20, 2018 5:53 pm

Same here in Medford OR. Guide ends at 6 pm pacific on the 25th. Updates say successful but no data beyond 25th. Thanks Sugar Free and others for contacting the authorities. Hope they get it going soon.

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#138

Post by n127 » Tue Nov 20, 2018 9:12 pm

It looks like we have fewer outages since the fix for whatever bad characters causing the guide to break. Daylight saving change was on Nov 4, so it seems related like others have noticed. I hope they fix that one too, but I am not going to hold my breath. Like I said before, Microsoft and similar companies are scared of touching old good working software, just in case they break it and make things worse. They probably won't fix it unless they have to(Like the bad characters issue).

P.S.: Almost all providers are making free preview of HBO/Cinemax from Wednesday Nov 21 to Sunday Nov 25. Happy recording!

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#139

Post by SugarFree » Tue Nov 20, 2018 11:03 pm

>> Almost all providers are making free preview of HBO/Cinemax from Wednesday Nov 21 to Sunday Nov 25. Happy recording!<<

Just verified with Verizon Fios - so thanks for the heads up! If MS manages to get us a new file before then, I'll actually be able see what's on both of them Sunday. :)

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#140

Post by Space » Wed Nov 21, 2018 1:36 am

A bit OT, but you can see free previews for all providers on this website:

https://www.freepreview.tv/tag/verizon-fios

This links directly to the free previews for Verizon FiOS, but just select the "tag" (on the right) for your provider and it will show all previews for your system.

This site is based on user reported free previews, so they are sometimes late with the report if no one lets them know.

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