Stuck on Step 3

[mleonberger]

NOTE FROM MODERATORS: VuDu support has alerted us that this problem is happening on certain new clients with an older software version out of the factory. There is an easy solution if you encounter this problem setting up your new Vudu. If you get stuck for more than 15 minutes on the same setup screen you should POWER CYCLE your vudu (i.e. pull the plug and plug it back in). You may have to do this a couple times to get past the bug. The folks at Vudu are sorry for this inconvenience.

I just bought a new Vudu, hooked everything up and once it tested my internet connection, did its download and rebooted it comes right back to the same Step 3 screen and does nothing from there. I tried powering it down and then back up but it does the same thing. Anyone see this issue? Is there potentially a network issue going on w/ Vudu right now? Thanks.

[skeeterfood]

OK, got my brand spanking new VUDU today and after a bunch of rewiring I have a network connection that the VUDU claims is good (little does it know). However, at step 3 of 4 it starts downloading a software update that it claims will take 5 minutes but it's been over an hour with no progress.

My current network setup isn't ideal, but it's all I could manage with what I had laying around at the moment.

Cable
|
v
Ambit Cable Modem (Charter 5M/512)
|
v
Buffalo WHR-G54s running tomato
|
|-> Viatalk VOIP Adapter
|-> ReplayTV2
|
| basement
|-------------------
| main floor
|
|-> Main PC
v
LinkSys Etherfast 10/100 Hub
|-> HTPC
|-> ReplayTV1
`-> VUDU

OK, I know the 10/100 hub behind the entertainment center kinda sucks, but I only ran 2 CAT5e there...

From the tomato router I can see that the VUDU is getting assigned the static IP I reserved for it, but there isn't a single connection active from that IP?!?

I know the hub is working because:
1) The VUDU claims it has a good network connection
2) ReplayTV1 is currently sending a show
3) The HTPC's network is working just fine

Any ideas? After the ReplayTV finishes sending the show I'm going to connect the VUDU directly the Buffalo and see what happens. I assume I can power cycle the VUDU even though it claims that would be a bad thing to do?

-John

[buybrcm]

I just opened my Vudu box and connected it to the Internet.

Step 3 of 4:
It shows good connection and then starts a software update.

It gets through applying the update and then starts another update again.
This time it hangs on the download portion.

I let it sit for over an hour.

I power-cycled.

Same.

[skeeterfood]

That makes 3 of us so far...

-John

[buybrcm]

Yes, I have the exact same problem.

I just posted my thread before I saw yours.

[skeeterfood]

Same here. And I wasted a lot of time with a nice ASCII network diagram thinking it was probably on my end

-John

[RonV]

Welcome to VUDU skeeterfood, buybrcm, mleonberger....I guess VUDU doesn't have a second chance to make a first impression.

Yep 3 in a row is a bad thing. Did anyone try to contact VUDU support? I know its late now but that is what I would suggest.

http://supports.vudu.com/contact.php
Mon-Fri 8am - 6pm (Pacific Time)
Sat-Sun 8am -5pm (Pacific Time)


I have tried to make contact with VUDU though an alternative channel but this is a pot shot at best.

Also skeeterfood. One post is enough. I know you are excited about getting the box running but we kinda frown on cross posting...I have merged all 3 threads into one for clarity.

Again being this late at night I don't know if there is anything that can be done.

[NA9D]

Guys,

Sorry that this has happened and that we didn't see this sooner. I've sent off an e-mail to customer service directing them here. You can bet they will look into this pronto.

Could you please do us a favor and post your box ID numbers? It should be on the bottom of the box. It begins with 0x.

That will help Vudu troubleshoot things.

Jon

[jfhess]

same problem.
the machine seemed to do everything correctly (I didn't watch the whole process) and rebooted. After it rebooted, it hung at downloading software, but there was no network traffic on my "modem". After 30 minutes, I unplugged it and tried again. Still hung at downloading software. Unplugged it again, but also made the Airport Base station reboot. The Vudu box downloaded something (lots of network traffic on Comcast modem box) and is now hung again.

Not a good start, especially for an "evangelist".

[NA9D]

Originally Posted by jfhess

same problem.
the machine seemed to do everything correctly (I didn't watch the whole process) and rebooted. After it rebooted, it hung at downloading software, but there was no network traffic on my "modem". After 30 minutes, I unplugged it and tried again. Still hung at downloading software. Unplugged it again, but also made the Airport Base station reboot. The Vudu box downloaded something (lots of network traffic on Comcast modem box) and is now hung again.

Not a good start, especially for an "evangelist".

There must be a problem tonight. On behalf of Vudu I apologize for your troubles. We'll see what can be done.