Hi,

Maybe you can help with some of these issues.  I installed a new Dell XPS 420 with 2 ATI CableCard tuners a couple weeks ago.  I am a pretty experienced user and this is my third MCE PC.  Everything is stock except I added a 500 GB external USB HD, My Movies software and Cyberlink PowerDVD Ultra.  It is connected to a Vizio 47" LCD 1080P TV with HDMI

I had a tech come out from Comcast twice so far and we seemed to get two CableCards to work with the system the second time.  I have disabled the firewalls and the system uses the Microsoft stock audio and video decoders.  Both ATI Tuners have steady, green lights in front and I have updated the firmware on both.

Here are the issues:

1. The two tuners seem to works at different levels of authorizations.  I have had Comcast "re-hit" each card a number of times but the cards seem to drop various services.  For the most part both tuner/card combos will get the clear QUAM network channels but only one will get the extra HD channels like ESPN, History Channel and so on. 
2. No matter what neither tuner will allow me to tune HD or digital of HBO.  Sometimes I get a picture on HBO but it freezes and then a UI pops saying to call Comcast.  HD Starz seems to work fine on one tuner but not the non HD digital version.
3. One or the other of the tuners will drop off the network for no apparent reason.

Before I schedule another service call can anyone advise me on what these problems may be?  The Dell PC seems to be fine, I think it is either the ATI tuners or Comcast's CableCards.

Thank you

Adam

 

 

 

 

 

 

My personal take on this is that the CableCards are not properly paired.  I think the wrong numbers got typed into Comcast's computer system, and if even a single digit is wrong, it won't work.

A "re-hit" won't help with bad pairing, since it isn't changing the numbers in the system.  The "hit" is just having the cable system send the authorization down right now, instead of waiting until the next scheduled time for the authorization to be sent, and if the pairing is wrong, the authorization won't work.

First, I would verify what you have:  Make sure you know for certain which CableCard is plugged into which tuner (pull the CableCards one at a time, and look at the web page for the tuners to verify which tuner you yanked the CableCard from).  Write down all of the numbers - the CableCard serial numbers, with the tuner numbers, with the host id and whatever-the-other-id is.

Then I would see if you can get the Comcast operator to read back the numbers from their pairing information in their computer.  Carefully check the numbers they read to you, against what you wrote down.  If you identify any errors, have them correct them.

(Don't read the numbers to the operator - you don't know if the operator is checking them properly.  Have the operator read the numbers to you, so YOU can check them.)

There is no built-in checksum function to catch the operator if they type a bad number into the pairing system - it's not like the credit card system where there are check digits.  A bad number just sits there and prevents it from working, with no other feedback.

--Don

 

This used to happen to me before I installed the 1.16h  version of the firmware onto the tuners...check and see if you have that. Then again, my service has apparently completely been shot out the window magically...so whotf knows?

dondu,

I will check the pairing again, but I am "pretty sure" I had them read them back to me the last time I was on the phone with them.

Thanks you for the help.

avanate,

I have installed the latest firmware on the tuners but I will check again.

Thank you for the help.

Adam423:

dondu,

I will check the pairing again, but I am "pretty sure" I had them read them back to me the last time I was on the phone with them.

Thanks you for the help.

 

Update...  I called Comcast customer service and made them read me back the Unit ID's, Data ID's and CableCard ID's for both units and there was an error on the card that was not responding right.  Now both cards get the same programming except HBO still is not authorized but Starz is fine???

Any ideas?

I was having a similar problem (#2 in your initial post) with HBO after resolving pairing issues. I tracked the issue down to using a 5Mhz-2.3Ghz splitter from the main cable line to the tuners.  It was introducing interference and degradation.  I switched to a 5-1000Mhz splitter and it resolved the issues that were similar to yours. 

Worth checking if you haven't already...

OK, the fourth Comcast guy just left and now everything works as expected.  Both tuners work on all HDTV, digital and analog TV including HBO.  It should be noted that out of the four tech's, actually three since one came twice that this last one knew exactly what the issues were.  In this case the tech replaced all the splitters but that did not solve the HBO issue.  At that point he called a higher lever of support and they "re-hit" the cards, then everything worked.

I think the real problem is the lack of knowledge in general on CableCards.  You have to keep on calling until you get someone who has some experience.

Here is a list in order of importance as to what needs to be done to get a Vista MCE working with CableCards.

1. Make sure you do not have any crappy splitters or cable between the service and the MCE box.
2. Disable all Vista and anti virus firewalls
3. Update the firmware on the ATI tuners.  Make sure to update BOTH tuners.
4. There should be a single green light on the front of each tuner at this point without a CableCard inserted and a red light.
5. Run the MCE guide setup.
6. Make sure both tuners work on the clear QAM channels.  In my area it is the local HD network channels.  You can test each tuner by unplugging the USB port.  If it is unplugged the green light will turn to red.
7. Install a CableCard in each tuner.  The second light should go from red to green
8. Go to Start>Network in the Vista (not MCE) UI.  You should see both the ATI tuners with different ID numbers.
9. Double click on each one to bring up its diagnostic web page and go to Card then the link for pairing. 
10. There are three bits of information that need to be perfect in order for the pairing to work for EACH tuner/card combo.  These are:
1. Host ID:
2. Data:
3. CableCard S/N:
11. Read these numbers to whoever is at the cable company.  Try and get someone that speaks English as a first language at both ends.  This is hyper critical information and a lot can get garbled over a Nextel.
12. Have them read the numbers back.
13. Confirm that the numbers are right
14. The should be able to "hit" the cards with the right services.

The most important things are to have the perfect pairing information and a tech at your house as well as at the cable service center who have done this before.  Once I got that magic combo down the system worked perfectly.

I hope this helps eliminate some frustration for others out there.

Adam

Adam423:

OK, the fourth Comcast guy just left and now everything works as expected.  Both tuners work on all HDTV, digital and analog TV including HBO.  It should be noted that out of the four tech's, actually three since one came twice that this last one knew exactly what the issues were.  In this case the tech replaced all the splitters but that did not solve the HBO issue.  At that point he called a higher lever of support and they "re-hit" the cards, then everything worked.

I think the real problem is the lack of knowledge in general on CableCards.  You have to keep on calling until you get someone who has some experience.

Here is a list in order of importance as to what needs to be done to get a Vista MCE working with CableCards.

1. Make sure you do not have any crappy splitters or cable between the service and the MCE box.
2. Disable all Vista and anti virus firewalls
3. Update the firmware on the ATI tuners.  Make sure to update BOTH tuners.
4. There should be a single green light on the front of each tuner at this point without a CableCard inserted and a red light.
5. Run the MCE guide setup.
6. Make sure both tuners work on the clear QAM channels.  In my area it is the local HD network channels.  You can test each tuner by unplugging the USB port.  If it is unplugged the green light will turn to red.
7. Install a CableCard in each tuner.  The second light should go from red to green
8. Go to Start>Network in the Vista (not MCE) UI.  You should see both the ATI tuners with different ID numbers.
9. Double click on each one to bring up its diagnostic web page and go to Card then the link for pairing. 
10. There are three bits of information that need to be perfect in order for the pairing to work for EACH tuner/card combo.  These are:
    1. Host ID:
    2. Data:
    3. CableCard S/N:
11. Read these numbers to whoever is at the cable company.  Try and get someone that speaks English as a first language at both ends.  This is hyper critical information and a lot can get garbled over a Nextel.
12. Have them read the numbers back.
13. Confirm that the numbers are right
14. The should be able to "hit" the cards with the right services.

The most important things are to have the perfect pairing information and a tech at your house as well as at the cable service center who have done this before.  Once I got that magic combo down the system worked perfectly.

I hope this helps eliminate some frustration for others out there.

Adam

 

I'll keep this in mind, FIOS support should be here in between 5-9 hours.  Things is I swear my tuners without CableCards right now have only one green light?

As for the pairing, you went ahead and paired them in the Vista UI, via the Network page, and then after being paired went into MCE to set them up?

 

Thanks,

D

dravor:

I'll keep this in mind, FIOS support should be here in between 5-9 hours.  Things is I swear my tuners without CableCards right now have only one green light?

As for the pairing, you went ahead and paired them in the Vista UI, via the Network page, and then after being paired went into MCE to set them up?

LED's without cable card and PC on. Top - Green. Bottom - Red

LED's without cable card and PC off. Top - Red. Bottom - Red.

LED's with cable card and PC on. Top - Green. Bottom - Green.

LED's with cable card and PC off. Top - Red. Bottom - Green.

PAIRING - You will be able to get the paring info from the tuner device listed in the network folder. Double Click the icon and the tuner webpage will open. Click on the "card" tab. Without the cable card inserted it will only show a few blank boxes. At this point you can insert the cable card and refresh the page. The boxes will now show the status as "inserted" as well as the brand of cable card. If the status of card says "error" the cable card is probable bad you will not be able to get any paring info. If the cable card says "inserted," you will see 4 links at the bottom of the page. One of the links will be paring info. Click on that link and all the pairing info will be listed. After inserting the card it may take a few minutes for the info to show on the page; just wait a few minutes and refresh.

You can then have you cable tech setup the pairing. You can also now run the TV setup in media center.

It is possible to go through media center setup to get all the info; if everything works correctly at the end of the setup process media center will display the pairing info for each tuner. But if you get bad cable cards none of the paring info will appear and it will drive you nuts as to why nothing came up; until you realize that the status of the card shows "error."

arandazz:

dravor:

I'll keep this in mind, FIOS support should be here in between 5-9 hours.  Things is I swear my tuners without CableCards right now have only one green light?

As for the pairing, you went ahead and paired them in the Vista UI, via the Network page, and then after being paired went into MCE to set them up?

LED's without cable card and PC on. Top - Green. Bottom - Red

LED's without cable card and PC off. Top - Red. Bottom - Red.

LED's with cable card and PC on. Top - Green. Bottom - Green.

LED's with cable card and PC off. Top - Red. Bottom - Green.

PAIRING - You will be able to get the paring info from the tuner device listed in the network folder. Double Click the icon and the tuner webpage will open. Click on the "card" tab. Without the cable card inserted it will only show a few blank boxes. At this point you can insert the cable card and refresh the page. The boxes will now show the status as "inserted" as well as the brand of cable card. If the status of card says "error" the cable card is probable bad you will not be able to get any paring info. If the cable card says "inserted," you will see 4 links at the bottom of the page. One of the links will be paring info. Click on that link and all the pairing info will be listed. After inserting the card it may take a few minutes for the info to show on the page; just wait a few minutes and refresh.

You can then have you cable tech setup the pairing. You can also now run the TV setup in media center.

It is possible to go through media center setup to get all the info; if everything works correctly at the end of the setup process media center will display the pairing info for each tuner. But if you get bad cable cards none of the paring info will appear and it will drive you nuts as to why nothing came up; until you realize that the status of the card shows "error."

Thanks!  Works like a charm, got video on the extenders, but am getting a black screen in on my cable card box.  Woohoo, the fun begins :)

-D