I am having issues with my DVR Expander on my TiVo. How can I resolve this?
My DVR Expander is making unusual sounds or too much noise
If your Western Digital My Book DVR Expander is making unusual sounds or too much noise, please visit the Western Digital Customer Support site, or call 1-800-ASK-4WDC (275-4932).
My DVR Expander is scratched or damaged
If your Western Digital My Book DVR Expander is scratched or damaged, please visit the Western Digital Customer Support site, or call 1-800-ASK-4WDC (275-4932).
I received an "Unsupported Device" message when I tried to add a DVR Expander to an HD TiVo box
This message appears when you attempt to add an unsupported TiVo box Expander to your HD TiVo box. If you believe you are receiving this message in error, please follow the steps below:
Step 1: Make sure you are using a Tivo Certified DVR Expander.
Step 2: Verify that your TiVo box is running Software Version 9.2 or higher. From TiVo Central, select Messages & Settings > Account & System Information > System Information.
Step 3: Restart the TiVo box.
TiVo with HD menus: Go to TiVo Central > Messages & Settings > Help > Restart or Reset System > Restart the TiVo box. Press the THUMBS DOWN button 3 times and then press the ENTER button.
TiVo with SD menus: Go to TiVo Central > Messages & Settings > Restart or Reset System > Restart the TiVo box. Press the THUMBS DOWN button 3 times and then press the ENTER button.
Step 4: If you receive the same "Unsupported Device" message again, and you are sure you are using a TiVo Certified DVR Expander, contact TiVo Customer Support.
Check the eSATA cable
Step 1: Verify that the eSATA cable is connected securely at both ends of the TiVo box and DVR Expander.
Note: Disconnecting the eSATA cable while the TiVo box is in use will cause the box to restart.
Step 2: Verify that you are using the eSATA cable originally supplied with the TiVo Certified DVR Expander.
NOTE: Use of a third-party eSATA cable is unsupported and may cause various performance issues (rebooting, poor recording quality, lost recordings, etc.)
Step 3: Verify that the eSATA cable is not routed near a speaker, amplifier, or anything that might have a strong electromagnetic field.
Step 4: Verify that the DVR Expander is not pushed back against a surface that might put a sharp bend in the eSATA cable.
Step 5: If the problem is still not resolved, check the TiVo box and My DVR Expander hard drives (See Below).
Check the TiVo box and DVR Expander hard drives
If all other troubleshooting steps have been unsuccessful, use the steps below to test the TiVo box and DVR Expander hard drives. Be sure to read the entire procedure before beginning.
Note: If you are using a TiVo Slide remote, you must unplug the USB receiver before you begin the following procedure.
Step 1: Restart the TiVo box.
If the TiVo box is in Guided Setup, unplug the power cord from the back of the DVR, wait 15 seconds, and then plug it in to restart the box.
If the TiVo box is not in Guided Setup, navigate to:
TiVo with HD menus: Go to TiVo Central > Messages & Settings > Help > Restart or Reset System > Restart the DVR.
TiVo with SD menus: Go to TiVo Central > Messages & Settings > Restart or Reset System > Restart the DVR.
Step 2: Keep the TiVo remote pointed at the front of the DVR so they are prepared to do the next step as soon as the DVR restarts.
Step 3: Initiate the kickstart process:
DVR Procedure
Step A: You will need to and wait for the green light to come on.
Step B: When you see the yellow/amber light begin to flash, hold the PAUSE button on the remote. You will have approximately 10 seconds to do this.
Step C: You will release the PAUSE button and you will have approximately 10 seconds to press 54 on the remote control.
Step D: If you are successful, the blue and amber lights will blink in alternating patterns to indicate the code has been accepted. Do not stop the TiVo rebooting, this is normal, and if you were successful it will bring you to the black and white kickstart screen.
Note: Unlike the HD and Series3, a customer cannot continuously hold down the pause button.
Step 4: Wait for the box to finish restarting. After the box finishes restarting, the "TiVo hard-drive performance test" menu screen appears.
Note: If the television screen goes blank, it is likely because the television does not support 480i display mode via a component or HDMI connection. (The diagnostic screen is displayed in 480i display mode only.) You will need to use an S-video or composite connection between the TiVo box and television to see the test menus.
Step 5: Use the directional arrow pad on the TiVo remote to select Run S.M.A.R.T. tests and press SELECT. The TiVo box will begin to run through several diagnostic tests on both the primary (TiVo box) and secondary (DVR Expander) hard drives.
Note: The TiVo box will not record programs while it runs the S.M.A.R.T. tests.
Step 6: Wait for the "Initial state" and "Short test" to finish, and check the results. (You should take approximately 3 to 5 minutes to complete.)
If the primary drive (TiVo box) has a "Fail" result, contact TiVo Customer Support to exchange the TiVo box. If the secondary drive (DVR Expander) has a "Fail" result, you need to exchange the Western Digital My DVR Expander. You can process the exchange on your own by going to the Western Digital Product Replacement site OR you can call Western Digital Customer Support at 1-800-ASK-4WDC (275-4932) to have an agent process the exchange. If each drive passes both tests, continue to Step 7.
Step 7: Allow the box to continue through the remaining tests. The length of the tests will vary according to the size of the hard drives. (The full set of tests can take 8 hours or more for larger capacity drives.)
NOTE: You can cancel the test at any time by pressing the CLEAR button.
WARNING: While the TiVo box is testing the hard drives, it will respond to any TiVo remote, regardless of its address setting. If you wish to use another TiVo box in the same room as the box running the tests, cover the front of the box running the tests with aluminum foil, a thick magazine, or some other material to block stray remote commands.
Step 8: When all of the tests are complete, check the results:
If the primary drive fails any of the tests, contact TiVo Customer Support to exchange the TiVo box.
If the secondary drive fails any of the tests, you need to exchange the Western Digital My DVR Expander. You can process the exchange on your own by going to the Western Digital Product Replacement site OR you can call Western Digital Customer Support at 1-800-ASK-4WDC (275-4932) to have an agent process the exchange.
If both drives pass all of the tests, contact TiVo Customer Support for additional troubleshooting assistance.
Note: If you exchange your TiVo box or My DVR Expander, you will lose all or most of your recordings.