OneGuide "We can't find that channel"

SPCLeonard · Jun 30, 2020

This is the message when I try to open OneGuide. No picture, no graphic, no anything. Can't re-install the app, can't do anythign to reset anything in anyway. Seems liek a simple re-install would work but MS decided to burn in this app so we can't uninstall
and re-install. MS, when are you going to fix this app?

Simple Hauppage USB tuner with nothing in the HDMI in port. 1 usb external drive and the tuner. nothing else, nothing fancy.

:)

SPCLeonard

This has been through 3 tvs and two different houses in two different states. Cables have changed, settings reset, different city channels, different antennas, etc... I do cyber and low voltage wiring for a living so all the level 1 through 3 tech stuff
has been done. This is why I default to the software side of things.

Chase860

Start with the simple solutions first. check all the connections and make sure they are tight and try restarting both xbox and cable box

eicastic1

I think the problem with reporting the "wrong number" for a channel number through "OneGuide settings -> Troubleshooting -> Report a OneGuide Problem" is that the lineup doesn't get reviewed because the number reported for the channel actually is correct
in the guide! For example, when I report that ESPN is a "wrong number" and should be on 850, well....it does show on 850 in OneGuide. So I'm assuming this doesn't trigger a full lineup review. The problem is that OneGuide ALSO shows it on 252 (here in Richmond).
252 is now defunct and doesn't exist as a channel via Comcast. So when we say "XBOX watch ESPN" it seems like it must internally grab the lowest channel number it can find for that HD channel and then try to change the cable box channel number to that.

So reporting a wrong channel number by giving an example doesn't seem to really work because the one we give is correct and already in the guide. The problem is that there is an "extra" channel number in the guide for a channel like ESPN and it's the extra
channel that is wrong--it shouldn't exist as any channel, period. There's no way to report this fallacy through the interface.

eicastic1

I think the problem is that going to "OneGuide settings -> Troubleshooting -> Report a OneGuide Problem" and entering the channel and a correct number isn't really triggering a review because the channel number is already correct (because two numbers are
showing in OneGuide for that channel)!

The problem is that there are multiple listings for the channel in the OneGuide. For example, here in Richmond, the OneGuide shows ESPNHD on 252 and 850. The correct channel is 850. Channel number 252 is now a defunt channel in Richmond and has no programming
on it--the channel no longer exists. So I'm assuming that when the guide data was updated on Microsoft's servers the delete channels didn't get removed--only new ones were added or existing ones were updated. As such we now have two channel numbers for the
same channel in a lot of cases.

Having two numbers means voice commands don't work--it seems that the lowest channel number is chosen when there are duplicates ("xbox watch ESPN" pulls up 252, which is non-existent, instead of 850).

We here in Richmond simply need the defunct/dead channels removed from the OneGuide.

Reporting it through the console doesn't seem to be fixing this problem.

JT Kimbell [MSFT]

Hey gibby,

Your Universal remote is sending an actual channel up command, which is just 1 command. Because the OneGuide technically doesn't know what channel you are on and because we can filter out SD channels in OneGuide, if we just hit channel up, we could end up
somewhere way different than what we think you are on.

So, to keep things in sync, we change to an exact channel #. It's as if you were typing in the channel on your universal remote.

Does that make sense?

OneGuide "We can't find that channel"