Can't rename STBs
frizfrelengfan
Enthusiast - Level 3

I have two Fios One boxes, a primary box and a secondary box. I physically moved the primary from the den to the living room, and the secondary from the living room to the den. Now I want to swap the names "Den" and "Living Room". I renamed one to a temporary name "x", then tried to rename the other one. I got a message that the name was already in use. But it's not, because I renamed it! I currently have the primary box as "Living Room 2", and the secondary box as "Den 2". But I don't want to keep it this way. Please help.

0 Likes
Reply
1 Solution
frizfrelengfan
Enthusiast - Level 3

The epic is over. Here's what I did. Before I went to Verizon to exchange box 2 (the box that timed out) for a new box (call it box 3), I took one more shot at resetting box 1 (my original box) using clem21's procedure. This time I was able to rename it to what I wanted in the first place. I guess I had been resetting it wrong. I waited for the forest green this time. (Once renamed, I went to the mini box and was able to rename it to what I wanted as well.)

Once that was done, I still had the letterbox problem, so I figured I still needed a new box. I picked up box 3 and installed it. Since it was a new box, it asked me to name it, and when I specified "Living Room" the "This location is already selected" message came back. And I still had the letterbox problem.

So, out with box 3, in with box 1. Then I remembered that Fios brings in both SD and HD channels (for example, WABC-TV on channel 7 and WABC-HD on channel 507) and there is a setting to force channel 7 to channel 507 and so on. Once I found the setting, the letterboxing was gone.

So, after spending an hour or two on chat with support, and driving a few miles in the car, I'm back to where I started: My original set-top box. But I'm happy that the boxes are now renamed properly, my service is working, and I learned an awful lot. All that's left to do is to put box 3 in the shipping box intended for box 1, and send it back to Verizon.

Thank you all for your help.

View solution in original post

10 Replies
dexman
Community Leader
Community Leader

If the STBs are 4100 series units, try factory resetting both STBs and assign the revised names during the setup process.

*Note that a factory default will reset any custom settings including blocked channels, Caller ID on television (when applicable) etc. *

frizfrelengfan
Enthusiast - Level 3

Didn't work. Both boxes retained the "2" names after factory reset, and gave me the same error when I tried to rename them without the 2.

dexman
Community Leader
Community Leader

That is weird having the STBs maintain the labels because a factory reset/hard default wipes everything out.

Just to verify the path used to default the boxes:

Press "Menu" on the remote control

"Settings" -> "System" -> "Reset Settings"

Before reaching out to Verizon Repair, I would default the mini STB, but leave it unprogrammed, then default the VMS (the main STB).

Once that is defaulted, try naming it as a part of the normal procedure. If good, then program the mini.

Even better....once the mini is defaulted, check the status of the STBs this way at the VMS:

"Menu"

"Customer Support" -> ""Top  Support Tools" -> "Connected Device Status".

clem21
MVP MVP
MVP

@frizfrelengfan wrote:

Didn't work. Both boxes retained the "2" names after factory reset, and gave me the same error when I tried to rename them without the 2.


You can try this to reset the Fios box:

Unplug the box from power. Unpair the FiOS one remote from the box by pressing the play/pause button and the zero button until the LED on the remote blinks blue. Let it keep blinking until it blinks red. Then plug back in the box and keep pressing the menu button on the remote while pointing it at the cable box. Eventually the right hand LED on the box will light up green. Once it does press the zero key on the remote, then press the okay button. After a few seconds the box will reboot and factory reset itself.

frizfrelengfan
Enthusiast - Level 3

Tried dexman's procedure. Didn't work. It asked me for a PIN. Never used a PIN before, so I used the "forgot PIN" procedure to get a temporary one emailed to me. Changed the PIN to something that I could remember, but the box didn't recognize it and I had to use the temporary one. Box said it reset successfully, but it still had the "Den 2" name, and I couldn't rename it.

Saw clem21's procedure elsewhere, tried it yesterday. Didn't work either. Same result.

Problem happens on both my den box (secondary box) and my living room box (primary box), so I don't think this is related to hardware.

0 Likes
Reply
dexman
Community Leader
Community Leader

I would contact Verizon Repair at this point to have them see if there is something going on upstream. 🤔

frizfrelengfan
Enthusiast - Level 3

Contacted repair yesterday. On chat with support for an hour. Tried several things and they tried several things from their end. Did not fix problem and introduced a new problem, now some of my channels are letterboxed. We agreed that they would send me a new box.

I got the box via UPS yesterday. Disconnected the old one and connected the new one. New one gets about half way through the boot process (Welcome to Fios One screen) and freezes with error message: Timed out waiting for EMMs.

So back to the old box with the problems and back on with support (different technician). I described the probem to him and I'm going to get a THIRD box. The epic continues...

0 Likes
Reply
frizfrelengfan
Enthusiast - Level 3

>> keep pressing the menu button on the remote while pointing it at the cable box

Do I hold the menu button, or do I press and release it continuously?

>> the right hand LED on the box will light up green

It cycles through several colors, first a yellowish green, then a deep forest green. Do I wait for the yellowish green or the forest green?

 

0 Likes
Reply
clem21
MVP MVP
MVP

@frizfrelengfan wrote:

>> keep pressing the menu button on the remote while pointing it at the cable box

Do I hold the menu button, or do I press and release it continuously?

>> the right hand LED on the box will light up green

It cycles through several colors, first a yellowish green, then a deep forest green. Do I wait for the yellowish green or the forest green?

 


I believe you wait for the forest green to appear.

frizfrelengfan
Enthusiast - Level 3

The epic is over. Here's what I did. Before I went to Verizon to exchange box 2 (the box that timed out) for a new box (call it box 3), I took one more shot at resetting box 1 (my original box) using clem21's procedure. This time I was able to rename it to what I wanted in the first place. I guess I had been resetting it wrong. I waited for the forest green this time. (Once renamed, I went to the mini box and was able to rename it to what I wanted as well.)

Once that was done, I still had the letterbox problem, so I figured I still needed a new box. I picked up box 3 and installed it. Since it was a new box, it asked me to name it, and when I specified "Living Room" the "This location is already selected" message came back. And I still had the letterbox problem.

So, out with box 3, in with box 1. Then I remembered that Fios brings in both SD and HD channels (for example, WABC-TV on channel 7 and WABC-HD on channel 507) and there is a setting to force channel 7 to channel 507 and so on. Once I found the setting, the letterboxing was gone.

So, after spending an hour or two on chat with support, and driving a few miles in the car, I'm back to where I started: My original set-top box. But I'm happy that the boxes are now renamed properly, my service is working, and I learned an awful lot. All that's left to do is to put box 3 in the shipping box intended for box 1, and send it back to Verizon.

Thank you all for your help.