Chapter 6:

#REDIRECT Chapter 5:
This Troubleshooting Guide should be your first reference
for any questions or problems you are having with SageTV. As new
troubleshooting items are added, they will be available online at www.sagetv.com/troubleshooting.html. For additional support,
you can post your questions in our discussion forum at forums.sagetv.com/forums. If your question still remains
unanswered, submit a support request at www.sagetv.com/request.html and we will
reply within 72 hours.
== General Crashes and Errors  ==
If
you are receiving errors that contain this phrase, “Problem utilizing the
specific capture configuration”. '''
You might not be using a supported capture card. Please
check our System Requirements page at www.sagetv.com/requirements.html.
If
you are experiencing random crashes, lockups or freezes in SageTV: '''
Be sure you have the latest drivers installed for your TV
Tuner/Capture card. You may also want to try upgrading your video card drivers
and updating your motherboard's BIOS to the latest version.  
Sage
crashes on startup or going to Live TV. And/or I get Java errors on startup. '''
Remove all versions of Java from Add/Remove programs.
Install the newest version of Java into its default directory. To download
Java, go to java.sun.com/getjava.
If
you download the trial versions of SageTV and you get the following message;
"Corrupt installation detected, check source media or re-download": '''
You must update your Windows Installer to the latest
version. Use the "Windows Update" feature of your operating system or
go to www.microsoft.com and choose
"Windows Update" from the left menu. 
If
your system hangs or reboots after exiting SageTV: '''
You need to upgrade to the latest version of your Java
Runtime Environment from java.sun.com/getjava. This is a bug with Java
Runtime version 1.4.1_01.  
I
have a little box that bounces around the screen. '''
Your Elecard Video Decoder (www.elecard.com) trial has expired. Use a different decoder or
purchase the Elecard Video Decoder.  
If
upon starting SageTV, you are getting stuck at "Priming Seeker" on
the splash screen, try the following solutions in order:  '''
Check your video file directories to see if
there are any "0kb" files and delete them and restart SageTV. 
Delete your sage.properties file and restart
SageTV. Note that you will have to go back through the Source
Setup to restore your configuration settings.  
Uninstall SageTV and delete the SageTV folder,
then reinstall SageTV.  
I'm
receiving the error message "There was a MPEG-2 video error in playback
details: Failed connecting video stream to overlay mixer ErrCode =
0x80040217".  '''
Go into your Detailed Setup and click on the
Video tab. Change the Rendering Filter from Overlay to Default or vice versa.
Then choose "Reload Media Player" for version 2 or later. 
I'm
getting an error during startup of SageTV "Initializing DirectShow
Recording Graph: There was a problem utilizing the specific capture
configuration. Unable to connect analog video cross streams ErrCode =
0x0040217".  '''
Some other process is using the capture card. Make sure
there are no other instances of Sage running in the system tray or any other
capture programs running.  
I'm
using the Hauppauge PVR-USB2 capture device. I'm getting this error message
"Failed running the graph for encoding ErrCode=0&80070017".  '''
There is a specific USB patch from Microsoft that corrects
this error. Run Windows Update (windowsupdate.microsoft.com) and run all current patches.  
Is
there a debugging console for SageTV?  '''
The console can be used to troubleshoot problems. You can
do this by creating a new DWORD value in the registry. Go to start, run and
type in regedit. Here's the path: “\HKEY_LOCAL_MACHINE\SOFTWARE\Frey
Technologies\Common”. Right click on the Common folder and select New –
DWORD Value. Name it "consolewin"
without the quotes and hit enter. Now double click on consolewin and change the
value from 0 to 1. This will open up a DOS window for debugging when you start
SageTV.  
What
does the following error message mean? "There was a problem with the
Shared Async Reader Filter. Failure loading file ErrCode=0x80004005".  '''
If you are getting this error with SageTV Client then try
to connect to SageTV by IP address instead of the computer name. If you are not
using SageTV Client and this happens with SageTV, then update to the newest
version of Java from java.sun.com/getjava.
If
your system crashes unexpectedly for any reason while SageTV is running and
SageTV does not recognize the TV Tuner/Encoding card upon restart, perform the
following: '''
Shut down SageTV and open the Sage.properties
file from the SageTV directory.  
Find the line "mmc/ignore_encoders" and delete the related device that's
listed. Note: If a supported capture
device is added to this property line, inform SageTV (at www.sagetv.com/support.html). 
Save the changes and restart SageTV. 
== Video Issues ==
I
get sound, but my Video is black. '''
You might not be using a supported capture
card. Please check our System Requirements page at www.sagetv.com/requirements.html.
Go to the display settings for your video
card. You more than likely have the Overlay surface set to be on the monitor
only, so video will show up as black on your TV. 
Make sure you have a Video Decoder installed
and selected in your Detailed Setup -> 
Video. Try a different Video Decoder. Also try uninstalling
SageTV and deleting the 
SageTV folder. Reinstall SageTV. In V2 or later, you can
also try disabling Overlay Color Keying. 
I
can't tune to channels above 14. '''
Go to Setup > Source Setup
and select the affected source. On the Source Details
menu, make sure the Cable/Antenna setting is Cable instead of Antenna.  
If
you experience a "black and white" picture using the S-video or
composite input on your PVR-350: '''
Upgrade to the newest Hauppauge drivers and choose one of
the new inputs.  
My
reception is poor, but it looks fine under WinTV. I'm using the Coaxial input
on the capture card.  '''
Go to Setup > Source Setup
and select the affected source. On the Source Details
menu, check the Cable/Antenna setting. Change it from Antenna to Cable or vice
versa. Restart SageTV and change channels to make sure it worked. Also make
sure to do a scan for channels in Channel Setup. 
Poor
or snowy picture quality on certain channels or all. '''
Sometimes the use of a Signal Amplifier can work. Also,
change out the cables you are using. If you are using a splitter try using a
different splitter.  
What
can I do to improve the performance of the video quality? (For Hauppauge users)
'''
Try out our registry performance increase for Hauppauge
users. This works when you are also using the InterVideo NonCSS Video Decoder
for Hauppauge as the selected Video Decoder in SageTV Recorder/SageTV. 
Just change these registry settings to 1 while SageTV is
shutdown: 
o   HKLM\Software\Intervideo\Custom\Hauppauge\VideoDec\Dxva
o
HKLM\Software\Intervideo\Custom\Hauppauge\VideoDec\Hwmc
'''
For the newer decoders the location is: 
o   HKLM\Software\IviSDK4Hauppauge\Common\VideoDec\Dxva
o
HKLM\Software\IviSDK4Hauppauge\Common\VideoDec\Hwmc
'''
== Audio Issues ==
I
get video, but I’m not getting any audio. '''
You might not be using a supported capture card. For a list
of requirements, see the latest requirements listed on the SageTV website at www.sagetv.com/requirements.html.
The
audio stops being recorded after a certain amount of time. It's fine after I
restart SageTV. '''
Sometimes MSN Messenger can cause this problem. Make sure
you disable MSN Messenger. Also, other USB devices can cause this as you plug
in and unplug them.  
== Installation ==
What
software is necessary to run SageTV? '''
For a list of requirements, see the latest requirements
listed on the SageTV website at www.sagetv.com/requirements.html.
How
do I do a clean reinstall of SageTV? '''
Go to Add/Remove programs and uninstall Sage. Then delete
the SageTV folder. Reinstall SageTV.  
What
files are necessary to backup so that I don't lose my settings and recordings? '''
SageTV automatically backs up your configuration and data
files. If you wish to keep an extra backup, you can backup your Sage.properties
and Wiz.bin files. Note: If you are
doing a clean install of SageTV to repair a problem, remember that the
properties file may have been the source of the problem, so do not restore it
after reinstalling in this case. 
I
want to create a new machine for Sage and I want to keep all my favorites and
settings intact. How do I do this? '''
Check the FAQ for this topic in the SageTV
discussion forum at:  http://forums.sagetv.com/forums/showthread.php?t=30697
What
Video Decoder and Audio Decoders are defaults on my system? '''
Play an MPEG-2 video in Window Media Player, and then click
on File –> Properties. That will list what Video Decoder and Audio Decoder WMP
uses. These are the default Decoders.  
== Customizations ==
I
can't play DVD's through Sage. What can I do? '''
Be sure to have selected a DVD compatible Video Decoder and
an Audio Decoder. For example the SageTV Decoder, InterVideo NonCSS Video
Decoder for Hauppauge, or the Elecard Video Decoder are not DVD
compatible.  
How
do I keep the SageTV window always in front of open applications? '''
Open up SageTV in windowed mode and right click on the blue
bar at the top. Click on Video Always on
Top. Or, see the SageTV Window is Always On Top
option in Detailed Setup: Multimedia Settings.
How
come when I play DVD’s I get Closed Captioning? '''
This can happen when
using the Default Decoders. You need to choose another Decoder.  How do
I get 5.1 sound from DVD playback? '''
It depends on your setup. You will need a sound card that
supports 5.1 out and DVD Decoders. To get ideas for a setup you can search our
discussion forums at forums.sagetv.com/forums.
Can
I use my cable provider's guide instead of the guide built into SageTV? '''
This is not possible. SageTV needs to use its own guide to
work.  
Is
there a way to automatically skip commercials? '''
No there isn't. You can set the interval of how much time
it skips when you skip forward. It can be 10, 30, or 120 seconds. The default is
10 seconds. See the Fast Forward & Rewind times
option in Detailed Setup: Customize Settings.
When
I play a file in my video library, does SageTV stream the data to the client
machines? '''
Yes it does. 
Is
there a way to export my recording schedule? '''
Yes. Make sure SageTV is closed and open up your
Sage.properties file and look for this line, "scheduler_export_file=".
Type in the path to your file after the "=" sign.  
== Infrared Devices ==
How
do you configure the Hauppauge remote control? '''
The receiver plugs into the back of the PVR card. Then,
make sure you install the IR Remote application from the Hauppauge CD or
website. There should be a little remote control icon in your system tray.
After the IR Remote application has been installed and is working, make sure to
check the box that says, "Configure support for the Hauppauge PVR-250/350
IR Remote Control", in step 4 during SageTV
installation. Check to make sure your batteries are good. If for some
reason you install/reinstall the IR Remote application after you have installed
SageTV you must then reinstall SageTV. See details for the Hauppauge Remote in the Appendix. 
If
you are using an Actisys IR-200L: '''
Make sure you uninstall any software related to the Actisys
prior to installing SageTV or SageTV Recorder. SageTV and SageTV Recorder will
install the appropriate .DLL file needed to recognize the IR-200L.  
If
you are experiencing problems with the Actisys IR-200L learning your remote
codes: '''
Try a different learning method. The different learning
methods are "press", "tap, tap", "press, tap" and
"tap, press".  
== License ==
My
trial period has run out. Can I get an extension? '''
There is no way to extend your trial. You will need to
reformat your computer or use another computer to try the software again. Or,
the trial period is sometimes reset when a new version of SageTV is released. 
I
have a valid key for SageTV Client, but I get license errors when I connect to
the server. What can I do? '''
Restart your server. 
If
you are using the SageTVClient on more than one PC and accidentally entered the
same license key from another PC you will get an error message – "Unable
to connect to the SageTV Server". '''
To enter the correct license key, open your SageTV folder,
right-click on the SageTVClient.exe file and create a new shortcut. Then
right-click on the shortcut and go to Properties. Then enter in the Target line
at the end after the quotes a space and then the word REGISTER. The correct
entry will look like this: 
"C:\Program
Files\SageTV\SageTV\SageTVClient.exe" REGISTER. '''
Then you will be prompted to enter the new license key.
After your correct license key is accepted, you can delete the shortcut you
just created.  
== EPG ==
My
SageTV can't connect to the EPG Server to gather the guide information. What
can I do? '''
Make sure you don't have any Firewall protection
applications running. Something like ZoneAlarm or Windows XP built in Internet
Connection Firewall. If you do, you can open one port on your Firewall
protection program. The port is 7760.  
== International ==
I
don't live in the United States. Is there any way I can get guide data for my
Sage? '''
Go to our configuration page in the Support section of our
web site (www.sagetv.com/configuration.html) and get the
XMLTV EPG Data Plugin.  
== Misc. ==
Can
I record in either MPEG1 or MPEG2 formats? '''
Yes you can, but MPEG1 only supports playback and record,
no time shifting. There's a link on the configuration page of our web site (www.sagetv.com/configuration.html)
regarding creating a custom recording quality that uses MPEG1 instead of MPEG2
when using a Hauppauge encoding card. See: www.sagetv.com/2_papers/HPquality.txt.
Is
there a debugging console for SageTV? '''
The console can be used to troubleshoot problems. You can
do this by creating a new DWORD value in the registry. Go to start, run and
type in regedit. Here's the path: 
“\HKEY_LOCAL_MACHINE\SOFTWARE\Frey
Technologies\Common” Right click on the Common folder and select New –
DWORD Value. Name it "consolewin"
without the quotes and hit enter. Now double click on consolewin and change the
value from 0 to 1. This will open up a DOS window for debugging when you start
SageTV. 
== Client – Server Connection ==
My
SageTV Client is unable to connect to the server. What should I check? '''
Make sure the client is trying to connect to the correct IP
address of the SageTV server. The System Information
screen on the server lists its address and hostname. Try using that address or
hostname when connecting with the client. 
Make sure that SageTV and SageTV Client are allowed to
communicate through ports 42024 and 7818. You may need to check the firewall
for both computers to make sure those ports have been opened for those
programs.