12-14-2011 07:55:43 AM
Just became U-verse subscriber 2 weeks ago. Occasionally throughout the day (probably 3-4 times), the main TV (1-yr old LG HDTV) goes blank, then after 3-4 minutes the DVR box reboots itself and I'm back where I was (after the usual blue screen for a bit). AT&T techs have been out twice and not found anything, but they did replace the box. Two other non-HD TVs don't seem to lose signal when the main TV does, but I seem to recall that I've lost the picture there, too.
Since the tech found a strong signal and no "noise" and he had no record of the signal being interrupted, he believed only place left to look was at the ports or cables. (BTW, this never happened with TimeWarner cable.) We moved the HDMI cable to another port on the HD TV, but still lost the signal some time later. He also suggested switching from HDMI cable to component cables. I haven't tried that yet, but again, this never happened with TWC.
Anyone have any suggestions? It is very annoying for the signal to just disappear out of the blue (or into the "black") when I'm watching something or even using the remote and guide.
12-14-2011 08:35:56 AM
You could call TS first and have them run a test on your line, if nothing shows up then do the following:
Download and run the Uverse Realtime app http://www.uvrealtime.com/
Post result for IP Profile, Bitload Graph, Error Table and Coax/HPNA. Someone will be along to check your stats and advise.
12-15-2011 01:02:43 PM
Thanks for the comments. The two techs from AT&T that have been out have said the line is good/fine. But here are the snapshots from UV Realtime.
Oops, how do I paste those images from UVR?
12-15-2011 03:02:51 PM
Click on the little tree icon at the top of the reply window to post pics. Click on the hyperlink in my sig and you will be taken to David's contact info. He is a tier 2 prem tech who has helped many people. Send him your info and he or a member of his staff will be in touch with you.
12-15-2011 04:17:20 PM
Yes you definitely have a problem Call ts and ask the csr to check your service for errors. Your bitloading stats are not looking good. Request a tech be sent to yourhome to check your install.
12-15-2011 06:42:57 PM
Go the Coax/HPNA tab and follow the instructions to run the Extended test. After the test is run, save another screenshot of the Coax/HPNA tab and post it here.
12-16-2011 07:11:58 AM
He is pair-bonded so the distance is not an issue. The line stats look very good for that distance, as well.
The coax stats look fine. Even though they've replaced it once, I'm betting you have a bad DVR box (again). A lot of these units are refurbished and can have some operational problems.
Call tech support, have them come out and give you a NEW DVR (specifically ask for a new box, not just a replacement box). Have the tech verify the coax connections to that box, including the cable end connectors, the wall plate, etc.
The fact that the box is rebooting on it's own tells me that there's something wrong with it. No box is ever supposed to do that except for software updates.
12-17-2011 07:02:49 AM
Thanks for all the comments. From what's been said, it seems like the likely "culprit" is still the box -- and it certainly seems logical to me. The one thing I haven't yet tried is a different HDMI cord (I've tried different HDMI ports) or using the component connections. Using the HDMI connection didn't seem likely to me to be the cause (especially since I never experienced this with TWC), but one of the techs who came here said something about seeing that be the problem in some cases. I'll probably start trying to get another box (a new box), first.
12-21-2011 07:47:21 AM
I will also inject the possibilty that IR interference is causing your issues. It made my DVR reboot until I corrected the situation. A bit of a longshot, but once you've looked into everything else...
12-23-2011 03:19:19 PM
My TV goes blank and the DVR box appears to play on like nothing has happened -- even if there's a recording going on. Then, after about 3 minutes, the box reboots itself and I'm eventually back where I was. In your case, did the DVR reboot at the same time that you lost the signal to the TV?
The latest techician to come by seemed quite knowledgeable and he mentioned seeing something at the outside box that was not grounded completely and could allow some radio interference which might cause the "main" box to act up. It seemed like a possibility, but we also installed a new box and new power cord, so if any of these work, it might be hard to know which one did the trick.