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Set top box freezes up - seems to occur after I use "pause " function

Set top box on Fios TV freezes up ... after doing all the troubleshooting , and endless frustrating chats on-line with "support" , I finally got a technician to come out.... of course, TV didn't freeze up when he was here - he did replace ONT - but issue continues ... After doing a lot of thinking - I have determined that issue occurs ONLY after I use "pause" function.... of course, I would like to continue to use "pause" ..... Verizon did send me a new set top box, but I have not set it up yet, mainly because I will lose all recordings on DVR .... Verizon tech agreed that this is something Verizon should work on - to be able to save recordings and reload them on new set top box... I know I can export them to cloud, but I'd rather not have to watch them on my computer and pay for storage .......

Before I bite the bullet and install new set top box - does anyone have any other ideas for a possible fix ? I've checked all the connections, etc ....

Thanks much

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Ccanino53

@nedunla
wrote:
Set top box on Fios TV freezes up ... after doing all the troubleshooting , and endless frustrating chats on-line with "support" , I finally got a technician to come out.... of course, TV didn't freeze up when he was here - he did replace ONT - but issue continues ... After doing a lot of thinking - I have determined that issue occurs ONLY after I use "pause" function.... of course, I would like to continue to use "pause" ..... Verizon did send me a new set top box, but I have not set it up yet, mainly because I will lose all recordings on DVR .... Verizon tech agreed that this is something Verizon should work on - to be able to save recordings and reload them on new set top box... I know I can export them to cloud, but I'd rather not have to watch them on my computer and pay for storage .......

Before I bite the bullet and install new set top box - does anyone have any other ideas for a possible fix ? I've checked all the connections, etc ....

Thanks much

After all the back and forth, did they have you do this?

Main Menu > Customer Support > Top Support Tools > Fix Fios TV Issues

Also, just a shot in the dark, but did you try pulling the batteries from the remote for 3 minutes? Could be a glitch in the remote that doesn't allow the play command.

nedunla

@clem21
wrote:
After all the back and forth, did they have you do this?

Main Menu > Customer Support > Top Support Tools > Fix Fios TV Issues

Also, just a shot in the dark, but did you try pulling the batteries from the remote for 3 minutes? Could be a glitch in the remote that doesn't allow the play command.

Thanks... I tried the "fix Fios TV issues" - I think it does fix the issue - until I use "pause" button again ... Also did replace the batteries from the remote .... I'll try the "3 minute" thing, but I have my doubts..

One other thing I found, under "connected device status" .. it shows "good connection" for both ONT and set top box.. but the screen for set top box has "set top box auto correction" .. but when I click "ok" I get "Application error . Application error Occurred. Please try again after sometime" .... then after a couple minutes it goes back to Live tV .... I'm not sure if this is something only a tech can do, since the screen shows : "tech log in " ...

Ccanino53

@nedunla
wrote:

@clem21
wrote:
After all the back and forth, did they have you do this?

Main Menu > Customer Support > Top Support Tools > Fix Fios TV Issues

Also, just a shot in the dark, but did you try pulling the batteries from the remote for 3 minutes? Could be a glitch in the remote that doesn't allow the play command.

Thanks... I tried the "fix Fios TV issues" - I think it does fix the issue - until I use "pause" button again ... Also did replace the batteries from the remote .... I'll try the "3 minute" thing, but I have my doubts..

One other thing I found, under "connected device status" .. it shows "good connection" for both ONT and set top box.. but the screen for set top box has "set top box auto correction" .. but when I click "ok" I get "Application error . Application error Occurred. Please try again after sometime" .... then after a couple minutes it goes back to Live tV .... I'm not sure if this is something only a tech can do, since the screen shows : "tech log in " ...

So I assume you got to the screen grabs here:

Main Menu > Customer Support > Top Support Tools > Connected Device Status

Did you highlight the TV one box then click OK? That should give you a diagnostics screen.

Screenshot 2023-12-09 at 21-38-52 APR 7.10.png

Try the advanced diagnostics, if that is not helping try device auto correction again. If you get the error let me know and I'll run it past support.

nedunla

Thanks...

I did the "advanced diagnostics - it gives me 5 pages of rows, numbers etc.... doesn't mean anything to me.... If there are any specific readings,etc that I should be looking for , I can check it out ....

when I do "device auto connection" - I get that "application error... Application error occurred. Please try again after sometime.." and nothing happens and then it reverts to TV live after a minute or two....

Thanks for any help..

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