HDHR Prime only tunes some channels and not all

[wackychimp]

Just got my HDHR Prime up and running tonight and it's tuning some channels great and some channels not at all. I've got 95% signal strength and 100% quality. Time Warner cable with CableCARD and tuning adapter.

I'm only getting some channels and it's weird becasue it's not just the digital tier ones. So for example ESPN HD, All local HD channels and Disney HD come in just fine but Comedy Central HD does not. BTW I do get these channels on the Tivo downstairs just fine.

Not sure what I need to provide for troubleshooting. Here's a log dump:

Code: Select all

19700101-00:00:00 System: reset reason = power on
19700101-00:00:01 CableCARD: M-CARD inserted
19700101-00:00:01 CableCARD: invalid session 0xDEAD (cchost_session:267)
19700101-00:00:03 System: network link 1000f
19700101-00:00:06 System: ip address obtained: 192.168.1.132 / 255.255.255.0
19700101-00:00:06 CableCARD: Cisco card (0103:0001)
19700101-00:00:11 CableCARD: authentication status: authentication in progress
19700101-00:00:21 CableCARD: CableCARD: card id changed from d2f55c to 480e188e
19700101-00:00:28 CableCARD: authentication status: authentication success, activation needed
19700101-00:00:38 CableCARD: message: /get_cc_url?CableCARD///apps/PhoneHome.html
20130807-19:54:41 CableCARD: time changed from Thu Jan 01 00:03:02 1970 to Wed Aug 07 19:54:41 2013
20130807-19:54:53 CableCARD: message: /get_cc_url?CableCARD///apps/PhoneHome.html
20130807-21:03:50 CableCARD: authentication status: authentication success, activation success
20130807-22:26:37 CableCARD: Tuner2: vchannel 1117 (771MHz-2) access = subscribed
20130807-22:35:20 CableCARD: Tuner1: vchannel 7 (771MHz-5) access = subscribed
20130807-22:38:53 CableCARD: Tuner0: vchannel 1500 (495MHz-1) access = subscribed
20130807-22:45:19 CableCARD: Tuner2: vchannel 1501 (141MHz-1) access = subscribed
20130807-22:45:20 CableCARD: Tuner0: vchannel 1117 (771MHz-2) access = subscribed
20130807-22:45:23 CableCARD: Tuner0: vchannel 1117 (771MHz-2) access = subscribed
20130807-22:47:42 CableCARD: Tuner1: vchannel 1498 unknown (not found)
20130807-22:47:42 CableCARD: Tuner1: vchannel 1498 unknown (not found)
20130807-22:47:42 CableCARD: Tuner1: vchannel 1498 unknown (not found)
20130807-22:48:09 CableCARD: Tuner1: vchannel 1500 (495MHz-1) access = subscribed
20130807-22:58:38 CableCARD: Tuner0: vchannel 1122 (543MHz-1) access = subscribed
20130807-23:05:58 CableCARD: Tuner1: vchannel 1500 (495MHz-1) access = subscribed
20130807-23:06:17 CableCARD: Tuner1: vchannel 1498 unknown (not found)
20130807-23:06:17 CableCARD: Tuner1: vchannel 1498 unknown (not found)
20130807-23:06:17 CableCARD: Tuner1: vchannel 1498 unknown (not found)
20130807-23:06:58 CableCARD: Tuner1: vchannel 1406 unknown (not found)
20130807-23:06:58 CableCARD: Tuner1: vchannel 1406 unknown (not found)
20130807-23:06:58 CableCARD: Tuner1: vchannel 1406 unknown (not found)
20130807-23:07:21 CableCARD: Tuner1: vchannel 1354 unknown (not found)
20130807-23:07:21 CableCARD: Tuner1: vchannel 1354 unknown (not found)
20130807-23:07:21 CableCARD: Tuner1: vchannel 1354 unknown (not found)
20130807-23:08:04 CableCARD: Tuner1: vchannel 1327 unknown (not found)
20130807-23:08:04 CableCARD: Tuner1: vchannel 1327 unknown (not found)
20130807-23:08:04 CableCARD: Tuner1: vchannel 1327 unknown (not found)
20130807-23:08:31 CableCARD: Tuner1: vchannel 1263 unknown (not found)
20130807-23:08:31 CableCARD: Tuner1: vchannel 1263 unknown (not found)
20130807-23:08:31 CableCARD: Tuner1: vchannel 1263 unknown (not found)
20130807-23:08:57 CableCARD: Tuner1: vchannel 1250 (387MHz-2) access = subscribed
20130807-23:10:27 CableCARD: Tuner1: vchannel 1216 unknown (not found)
20130807-23:10:27 CableCARD: Tuner1: vchannel 1216 unknown (not found)
20130807-23:10:27 CableCARD: Tuner1: vchannel 1216 unknown (not found)
20130807-23:11:02 CableCARD: Tuner1: vchannel 1200 (759MHz-1) access = subscribed
20130807-23:11:50 CableCARD: Tuner1: vchannel 1202 unknown (not found)
20130807-23:11:50 CableCARD: Tuner1: vchannel 1202 unknown (not found)
20130807-23:11:50 CableCARD: Tuner1: vchannel 1202 unknown (not found)
20130807-23:12:23 CableCARD: Tuner1: vchannel 1147 (771MHz-9) access = subscribed
20130807-23:15:34 CableCARD: Tuner1: vchannel 1202 unknown (not found)
20130807-23:15:34 CableCARD: Tuner1: vchannel 1202 unknown (not found)
20130807-23:15:34 CableCARD: Tuner1: vchannel 1202 unknown (not found)
20130807-23:16:19 CableCARD: Tuner1: vchannel 1147 (771MHz-9) access = subscribed
20130807-23:26:36 CableCARD: Tuner1: vchannel 1216 unknown (not found)
20130807-23:26:36 CableCARD: Tuner1: vchannel 1216 unknown (not found)
20130807-23:26:36 CableCARD: Tuner1: vchannel 1216 unknown (not found)
20130807-23:28:37 CableCARD: Tuner0: vchannel 1216 unknown (not found)
20130807-23:28:37 CableCARD: Tuner0: vchannel 1216 unknown (not found)
20130807-23:28:37 CableCARD: Tuner0: vchannel 1216 unknown (not found)
20130807-23:28:53 CableCARD: Tuner1: vchannel 1501 (141MHz-1) access = subscribed
20130807-23:28:54 CableCARD: Tuner2: vchannel 1216 unknown (not found)
20130807-23:28:54 CableCARD: Tuner2: vchannel 1216 unknown (not found)
20130807-23:28:54 CableCARD: Tuner2: vchannel 1216 unknown (not found)
20130807-23:58:37 CableCARD: Tuner2: vchannel 1250 (387MHz-2) access = subscribed
20130808-01:39:18 CableCARD: Tuner0: vchannel 1105 (777MHz-2) access = subscribed
20130808-01:39:50 CableCARD: Tuner0: vchannel 1450 unknown (not found)
20130808-01:39:50 CableCARD: Tuner0: vchannel 1450 unknown (not found)
20130808-01:39:50 CableCARD: Tuner0: vchannel 1450 unknown (not found)
20130808-01:40:18 CableCARD: Tuner0: vchannel 1500 (495MHz-1) access = subscribed
20130808-01:41:15 CableCARD: Tuner0: vchannel 1501 (141MHz-1) access = subscribed
20130808-01:42:04 CableCARD: Tuner0: vchannel 1350 unknown (not found)
20130808-01:42:04 CableCARD: Tuner0: vchannel 1350 unknown (not found)
20130808-01:42:04 CableCARD: Tuner0: vchannel 1350 unknown (not found)
20130808-01:42:23 CableCARD: Tuner0: vchannel 1205 (477MHz-1) access = subscribed
20130808-01:42:47 CableCARD: Tuner0: vchannel 1304 unknown (not found)
20130808-01:42:47 CableCARD: Tuner0: vchannel 1304 unknown (not found)
20130808-01:42:47 CableCARD: Tuner0: vchannel 1304 unknown (not found)
20130808-01:43:19 CableCARD: Tuner0: vchannel 1307 (387MHz-1) access = subscribed
20130808-01:43:47 CableCARD: Tuner0: vchannel 1312 (489MHz-1) access = subscribed
20130808-01:46:33 CableCARD: Tuner0: vchannel 1502 unknown (not found)
20130808-01:46:33 CableCARD: Tuner0: vchannel 1502 unknown (not found)
20130808-01:46:33 CableCARD: Tuner0: vchannel 1502 unknown (not found)
20130808-01:46:59 CableCARD: Tuner0: vchannel 1313 unknown (not found)
20130808-01:46:59 CableCARD: Tuner0: vchannel 1313 unknown (not found)
20130808-01:46:59 CableCARD: Tuner0: vchannel 1313 unknown (not found)
20130808-01:47:22 CableCARD: Tuner0: vchannel 1315 unknown (not found)
20130808-01:47:22 CableCARD: Tuner0: vchannel 1315 unknown (not found)
20130808-01:47:22 CableCARD: Tuner0: vchannel 1315 unknown (not found)
20130808-01:47:41 CableCARD: Tuner0: vchannel 1500 (495MHz-1) access = subscribed
20130808-01:47:46 CableCARD: Tuner0: vchannel 1514 unknown (not found)
20130808-01:47:46 CableCARD: Tuner0: vchannel 1514 unknown (not found)
20130808-01:47:46 CableCARD: Tuner0: vchannel 1514 unknown (not found)
20130808-01:48:13 CableCARD: Tuner0: vchannel 1508 unknown (not found)
20130808-01:48:13 CableCARD: Tuner0: vchannel 1508 unknown (not found)
20130808-01:48:13 CableCARD: Tuner0: vchannel 1508 unknown (not found)
20130808-01:48:48 CableCARD: Tuner0: vchannel 1205 (477MHz-1) access = subscribed
20130808-01:49:02 CableCARD: Tuner0: vchannel 1454 unknown (not found)
20130808-01:49:02 CableCARD: Tuner0: vchannel 1454 unknown (not found)
20130808-01:49:02 CableCARD: Tuner0: vchannel 1454 unknown (not found)
20130808-01:49:32 CableCARD: Tuner0: vchannel 1150 (777MHz-5) access = subscribed
20130808-01:50:44 CableCARD: Tuner0: vchannel 1216 unknown (not found)
20130808-01:50:44 CableCARD: Tuner0: vchannel 1216 unknown (not found)
20130808-01:50:44 CableCARD: Tuner0: vchannel 1216 unknown (not found)
20130808-01:51:03 CableCARD: Tuner0: vchannel 1300 (141MHz-2) access = subscribed
20130808-01:51:49 CableCARD: Tuner0: vchannel 1301 (141MHz-3) access = subscribed
20130808-01:52:02 CableCARD: Tuner0: vchannel 1304 unknown (not found)
20130808-01:52:02 CableCARD: Tuner0: vchannel 1304 unknown (not found)
20130808-01:52:02 CableCARD: Tuner0: vchannel 1304 unknown (not found)
20130808-01:52:31 CableCARD: Tuner0: vchannel 1307 (387MHz-1) access = subscribed
20130808-01:52:43 CableCARD: Tuner0: vchannel 1315 unknown (not found)
20130808-01:52:43 CableCARD: Tuner0: vchannel 1315 unknown (not found)
20130808-01:52:43 CableCARD: Tuner0: vchannel 1315 unknown (not found)
20130808-01:53:03 CableCARD: Tuner0: vchannel 1321 (495MHz-3) access = subscribed
20130808-01:55:11 CableCARD: Tuner0: vchannel 1320 unknown (not found)
20130808-01:55:11 CableCARD: Tuner0: vchannel 1320 unknown (not found)
20130808-01:55:11 CableCARD: Tuner0: vchannel 1320 unknown (not found)
20130808-02:00:04 CableCARD: Tuner1: vchannel 71 (489MHz-1) access = subscribed

Any ideas? Thanks in advance.

[crawfish]

It could be a provisioning problem. Call your cable company and explain what's going on.

What do you mean by "not tuning"? If you get a black screen, this can happen with channels encoded as H264 instead of MPEG2. You can tell that by using 411 Info, then right-arrowing all the way to the last screen and seeing what is listed for Video Codec.

[wackychimp]

Sorry, by "not tuning" I meant that nothing comes in but I get an error in WMC that says the channel is not available or subscription is required.

Is provisioning something they can address over the phone or will I have to have a guy come out?

[bmblank]

Check the channel sources. There should be just one source (per tuner). Perhaps for some reason wmc has two sources down.
On my channel 9.1 there were 8 sources (for 4 tuners), a channel 9.1 and a 40.1 for each tuner. Take away the 40.1 and it works like a charm.
(I'm on ota digital)

[crawfish]

Is provisioning something they can address over the phone or will I have to have a guy come out?

Phone.

[wackychimp]

Check the channel sources. There should be just one source (per tuner). Perhaps for some reason wmc has two sources down.
On my channel 9.1 there were 8 sources (for 4 tuners), a channel 9.1 and a 40.1 for each tuner. Take away the 40.1 and it works like a charm.
(I'm on ota digital)

This just arrived yesterday so I have no experience with it. How do I do this?

[UCBearcat]

It looks to me that your Tuning Adapter isn't working, or it isn't recognized by the Prime.
From the logs that you posted, I don't see any indication that the Prime "announced" that it found a Tuning Adapter. If memory serves me correct, there should be at least a couple lines stating that a TA was found and authenticated. A quick way to test this would be to unplug the USB cable on the Prime and then plug it back in... this will definitely get logged in the Prime's web interface logs.
Furthermore, the fact that some channels work and others don't sounds like classic symptoms of a flakey TA. From experience w/ TWC, ESPNHD and locals are almost always CC tuned channels in my area (however their channel map does change from time to time.) Also, ComedyCentralHD is a TA tuned channel in my area.
If you're browsing the Prime via HTTP page, there should be mention of TA status as well as a link on the page to launch the TA's interface. I would start here to see if the TA is actually recognized and working as it should. I assume that you have a Cisco STA1520. If so, you should have one solid green light on the front of the unit indicating that it has "locked" its signal at the headend.
Good Luck!

[EZEd]

Are these the same problems that you were having with your Ceton ETH6? If so, then your problems have likely been narrowed down to either the tuning adapter or signal strength issues with your incoming cable signal. I'm thinking tuning adapter just because you are getting some of your channels. As mentioned previously, check to see if the channels that are flakely are all ones that would come by way of the tuning adapter as opposed to being non-switched. If they are all SDV channels then that definitely points at TA as culprit. If some are non-switched it could be an incoming signal problem from the street. Is your line from the street filtered?