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New Member

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4 Messages

Fri, Jul 10, 2020 1:20 PM

Genie C41-100 no longer turns off

I recently spoke with Customer Service, reporting that as of two days prior none of the 3 Genies would power off; either by pushing the illuminated DIRECTV button on the unit, or the OFF button on the remote.  Prior to calling, the actions I'd taken included unplugging a unit for a few minutes, leaving a unit unplugged overnight, and pressing the reset button on the right side.
Symptoms: When turned off, the output to the TV goes away; but the lights remain lit.  The blue DIRECTV light goes out momentarily, but then come right back on; the green NETWORK light just stays on.  If the unit is unplugged and plugged back in at this point, it would go through its startup cycle and then power off.
New units were dispatched, received, swapped in (automatically updating themselves shortly thereafter), and worked normally for about a day.  As of yesterday, they are now doing the same thing as the originals.

Info & Test indicates Client Software is 0x138b

Note: I just changed Power Saving back to On, to see if it will actually power off in 4 hours.

Responses

New Member

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4 Messages

a month ago

Follow-up: Power Savings set to On stopped sending output to TV, but both lights remained on; so no different than powering off manually.

Brand User
ATTHelp

Community Support

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128K Messages

Let's see if we can get your service back up to par, @TrekPackFan.

 

We recommend that you refresh your equipment, because this will send re authorizations to the receivers and the channels.  

 

Let us know if this helps. 

 

Marc, AT&T Community Specialist

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New Member

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4 Messages

Nope, the problem persists.

Note: I went through the same process (ie: refresh and reset) with an agent on the phone afterwards, to no effect; so a technician is scheduled to come here and investigate 10 days from now.

(edited)

Brand User
ATTHelp

Community Support

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128K Messages

@TrekPackFan,  we are here to help.

 

Just to be clear you have a tech appointment 10 days from now?

 

Please keep us updated on your issue. We will be delighted to help, just let us know.

 

 

Lafayette, AT&T Community Specialist

 

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*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.

New Member

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4 Messages

Correct (prior post edited).  Will do.

New Member

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2 Messages

I have had the same issue for about a week. And now, I have started getting error 775.  I can unplug my SWM and plug back in, and it all comes back on, but then i get the same error again after a few hours. A week ago everything worked fine, but now i wonder what will go wrong next.

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