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Can't get My Book AV 500 esata drive working with Motorola QIP-7216

Scenario1: When I connect external drive to DVR, I'm prompted on TV that external drive is connected, and it will be erased. Select "accept" or "reject". I click "accept", and nothing happens.

Scenario2: I go to "Enable More Storage", I follow the steps, and set-top box reboots. When the DVR comes back up, I still don't see the external drive under "Recorder Status".

Verizon tech support has been little help. When I first called, the rep had not idea about external storage functionality. The 2nd rep that I chatted with, replaced my DVR, this didn't help. The 3rd rep that I chatted with told me they couldn't issue commands to my DVR because it was during off hours.

So I've tried two DVRs, and no success.

Tech details:

Western Digital My Book AV 500

Motorola DVR QIP-7216-1, Release: 1.9, Build: 10.95

Please help!

Comments

Travis_VZ

Hey, sorry you're having difficulties getting the external storage to work properly! I am not familiar with this particular drive, though I have heard of it. Is it a brand new drive you're using specifically for additional storage, or have you used it with a different device/computer previously? I'm wondering if it may be due to how the hard drive is partitioned/formatted. My suggestion would be to refer to the manufacturer instructions for formatting the drive within windows if possible, and once that's done, try it again on your DVR. Feel free to post back here or shoot me a PM to discuss further. Thank you!

hockeyusa81

I'm having a bit of a similar problem. I'm using a Seagate 2TB drive in an enclosure and at random times when I record something, the DVR just shuts off, reboots, then doesn't detect the drive. If I manually turn off the drive and turn it back on, go through the add drive procedure, and it reboots, it finds the drive and any recordings on it are intact. It seems to do it on every 4th recording no matter what it is.

At first, I thought it was the drive but it seems like it may be a firmware issue or that the DVR itself is dying. On one occasion, it has done the random shut off during the same recording, which was Game 1 of the ALCS. Any help would be greatly appreciated!

Verk

Thanks for your response Travis. I purchased this new to use with the DVR. Western Digital pointed me to Verizon. I haven't pursued reformatting yet. I was a little concerned when I received the drive because the packaging looked like it was open and then resealed. I'm going to RMA this drive with Western Digital.

BriLam

I'm having the exact same situation as your scenario #2. I've never had scenario #1 occur.

I have the 1 TB drive and the QIP-7216. I just love having invested the cash in this, having the issue, calling tech support, and being told I can't be helped.

I'm now using the drive as a focal point and as a talking point during conversations held in my living room.

Please keep me updated with your progress, if any.

Verk

Still awaiting my RMA from Western Digital.

Also, awaiting a response from Verizon.

I'll post results here.

Rene_A

I have a similar problem. I connected the external drive and went to the enable process. It worked just find for a month. We had a power outage four dats ago and after that I haven't been able to make it work. I've tried everything at no avail.

What can I do? Am I gonna loose everithing?

The STB says that I have an external drive anf if I want to be detected I need to reboot. I do that but nothing, the external drive is not there.

Any sufestions?

Thanks

Rene

Verk

Got my RMA from WD. It works. There's a white LED on the front of the drive. With my original drive, the LED would come on when I powered the drive, but it would go out. Now, the white LED stays illuminated.

BriLam

I have the same LED but mine has always stayed illuminated. Did you do anything special when connecting it? What order did you connect them in, if any? Still having trouble with mine. Have pretty much given up..... Seems like a lost cause and a waste of $100. I think I hear cablevision calling my name. We'll see.

Verk

I connected USB to set top first. Then powered drive.

Keyboards

@Verk wrote:
I connected USB to set top first. Then powered drive.

I hope you mean eSATA not USB since the USB ports aren't supported on Verizon's STBs. Big difference in what interface is used and the WD drives support both (different connectors).

diverindfw

I have the 1TB WD My Book AV DVR Expander working now. Here is how I managed to get it working: Plugged in the external drive to the eSATA port and powered it on, then unplugged the electrical power and the coax from the Motorola STB. I let it sit for about 60 seconds in this state, then plugged everything back in, coax cable first. Once the STB restarted, it recognized the external hard drive. You just kinda have to fish around with it. I do have the QIP-7216.

BriLam

Thanks for the tip. Unfortunately, no dice for me.

I ordered a new eSATA cable and am hoping that does the trick as it has for others. After that, I'm out of ideas.

I love the fact that I ordered this hard drive specifically because Verizon supported it and, now that it doesn't work, Verizon has no ideas. I LOVE IT.

Verk

Yeah, I meant eSATA.

I noticed:

originally ordered P/N WDBACS5000EBK-NEVZ

WD replaced with P/N WDBACS5000EBK-NESN

I remember having problems finding 500G Verizon model on WD's site.

My advice, get the 1T model.

BriLam

Quick update on my situation: I received my new eSATA cable and, shockingly, it didn't work. So I now have a 1 TB eSATA drive sitting there doing nothing like it has been doing for 1.5 months. Outstanding.

freyguy

I thougt I would add my crappy experience here also.

I wanted more storage, but found that all the reccomended drives were on backorder due to the high demand. I ordered the Fantom 2TB GreenDrive Esata, as the DirectTV guys were having good luck with it. I tried hooking it up to my 7216 a few weeks ago, and after a few nights of troubleshooting, I called Verizon. After the guy argued with me that the Esata port was not enabled, I informed him of the new features in v1.9. So I had to inform the tech support, and this was an immediate clue as to how helpful he would be. He eventually gave up and sent me a new 7232 HD Dvr.

Finally watched enough shows to swap out the box last night. Everthing went good with swap, then I attempted to add the hard drive. About 8 reboots later, it recognized it!! I was so dang relieved. Then we sat there to begin watching the 9:00pm shows that would record, and all of the sudden, the box rebooted twice by itself. When it came back, the hard drive is now not recognized, and I can't get it back. The verizon support tech on the phone just informed me that they don't support anything other than the three reccomended HD's, and he couldn't help me anymore. He said they have more difficulty with any HD over 1TB.

I expressed my displeasure with their service and software, and told them they better get their crap straight in the new software release. I am just upset with this whole issue as I don't feel they put enough r&d into this before releasing. If Comcast was available in my area, I would be making an appointment right now! I've also tried rebooting as described above with the in home agent, only using the keys on the front of the box, wearing different color socks while standing on my head when rebooting, nothing works. **bleep** you technology!!!!

mongus

Along the same lines. I have a new My Book AV 1TB. and a new from Verizon 7216. The DVR sees the My Book and seems to record to it just fine. However the 7216 reboots it self sevral times a day the external is always there after a reboot but it will happen in the middle of recording a show, sometimes watching a show. It dose seem to happen in the 10pm hour alot but i don't know if we just notice it then because we are watching at that time. Any ideas?

Thanks

ILikeFIOS

I just wanted to say that I have a 7216 with a 1.5 TB hard drive and enclosure I built myself. It has been rock-solid from the start (about three weeks now), and I estimate I should get 200 hours of HD content on it.

I used the following:

Western Digital AV-GP WD15EVDS-FR 1.5TB 32MB Cache SATA 3.0Gb/s 3.5" Internal Hard Drive -Bare Drive
Rosewill METAS Aluminum / Plastic 3.5" USB3.0 & eSATA External Enclosure

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