Regular Visitor
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2 Messages
TiVo Bolt Motorola CableCARD stuck in FWK Loop - Need Validation Lock
Hello,
My previously working Motorola CableCARD on my TiVo Bolt dropped its pairing. OOB messages are flowing and Con is YES, but Val shows a hex code and Auth is stuck in an FWK loop. Phone support wants to roll a truck, but this is a backend database provisioning issue. I have two CableCARDs on my account. Please do not touch the working one :).
The specific broken device that needs troubleshooting has these identifiers:
- CableCARD Serial Number: [Edited: "Personal Information"]
- TiVo Service Number / Host ID: [Edited: "Personal Information"]
Can an advanced digital care agent please unpair only this card, completely delete its serial profile from my account, re-add it, and send a Cold Boot Validation hit to break the firmware lock?
Thank you!
XfinityQuemekia
Official Employee
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1.5K Messages
13 days ago
Thanks for reaching out and for providing such detailed diagnostic @Seismal. I completely understand wanting to avoid an unnecessary truck roll when this is a backend database provisioning issue.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message:
Ensure you are logged in
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it.
You can see how to send a direct message here, Direct Message Within The Forum.
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