Skip to main content
AT&T Community Forums
Don’t miss your chance to add AT&T Protect Advantage. Peace of mind, starting at $15 per month. Open enrollment ends 8/31. See all protection plans.



1 Message

Sat, Dec 15, 2018 2:46 AM

DirecTv App won’t locate DVR HR54-700

So I’ve read countless tips on the forum, hours upon hours with technical support also to no avail. 


This has been a problem for a year with me now, my app won’t locate the DVR no matter what I do. Tickets supposedly escalated to Engineering but no response received, that was 10 months. I gave up but have now decided to fight the fight again. 


First; I have an IPhone XS Max, app deleted and reinstalled the app countless times, I can’t even get the app to load programming on the phone much less connect to my HR54-700 receiver. I’ve turned external access off, reset the receiver, reconnected to internet, turned external access back again, doesn’t work. I’ve ensured over and over that my phone is on the same net work as the receiver, nothing is working and DirectTv is clueless as to what to do. Yes, the receiver is 100% connected wirelessly as the apps on the receiver and On Demand works with no issue. 


The kicker is I can login using my parents info with nonissue, programming loads up fine but they don’t have a genie or alas, I would use theirs. It makes no sense why there’s works on my phone but mine won’t. It has to be an account issue but DirectTv will not delete my account and start over with a new account #. I’m at my wits end, this was a major draw as to why we signed up. 


And while im ranting, this latest software update on the HR54 stinks as well, it almost seems as if I haven’t gotten the complete update yet, menu items looks incomplete or something but I’ll tackle that issue later on. When I hit Menu, and “What’s on  Now” I can see the title to the shows but not the picture for the show, it’s just a gray box with the title, wasn’t like that before the update. 


Accepted Solution

Official Solution

Brand User

Community Support


128.4K Messages

2 years ago

Hello @Rjw615, let’s see what we can do.

Have you cleared you cookies and cache alongside uninstalling and reinstalling the app?

This might affect the ability to connect.

We also have a guide that gives you step by step instructions on how to connect which may be of use to you.

Hope this helps!


Mihai AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Get started...

Ask a new question