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jimsearle

Teacher

 • 

31 Messages

Tue, May 12, 2020 3:13 PM

This location is not authorized

We have had DirectTV service with a Genie HR54 and multiple mini's C41-700, C51-500, C61-100, C41-500 and has been working fine. A few days ago trying to play, pause, ffwd, rwd, from a mini while watching saved shows on the Genie was very unresponsive. Then we started getting the "This location is not authorized" on the mini's. I followed advice I found on the forums to reset the Genie with the red button which helped, but then it came back again last night. It went away after restarting the mini with the red button, then later the live video on minis just hung. I came and looked at the Genie and it was on a blue screen saying downloading program data or something (sorry didn't write that one down) I left it for 20 minutes and no change so hit the red button on the Genie again which resolved the problems. Last night I did the Equipment reset and refresh from the ufix.att.com site which said Equipment refresh complete. But then this morning one mini gave the error, and when I looked at the whole home settings screen on the genie it says Not Available for the mini having the problem right now, and Not Connected for the other mini's. Just wondering if this sounds like the Genie may be going bad, or ??

On reddit I got the recommendation: When you reset the genie (red button), as soon as the blue light comes on use the remote to enter code 02468. Then call att requesting authorizations (a tech may have the number).

Does that sound like it will help?

I tried to post on this forum last night but it would not work, and today I realized it won't work from my Chrome browser, had to use Edge...

Responses

litzdog911

ACE - Sage

 • 

53.2K Messages

2 months ago

I'm guessing that your HR54 is dying. You've done some excellent troubleshooting.

That "recommendation" is a way to force a software update. But I don't recommend trying that. Your HR54 will automatically update its software. Forcing an update at the wrong time can cause a download of test software that could make things much worse. Don't do it.

I think you should call for a service visit. Most likely the tech will replace your HR54.

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jimsearle

Teacher

 • 

31 Messages

Thank you, I appreciate the response, and was really afraid of that answer since we loose all recordings and have to re-enter all the series we record. Huge bummer.

jimsearle

Teacher

 • 

31 Messages

So I went to schedule and appointment on line which took me to the Troubleshoot & Resolve page which says:

Looks like there may be an issue with your receiver, that may interrupt your ability to watch TV. We're aware of the problem and hope to have it fixed soon. We can let you know when we've fixed the problem with the method of contact below.

Should I believe this and just wait?

jimsearle

Teacher

 • 

31 Messages

@litzdog911 AT&T agreed that the Genie must be going bad, so they replaced it yesterday. Then this morning we get the same error and I have to reset the Genie! This really (Edited per community guidelines) since we lost all our recordings and scheduled recordings for nothing.

(edited)

Juniper

ACE - Expert

 • 

21.2K Messages

I also noticed that you listed 4 different Mini Genie Clients, which is more than the HR54 can support at one time. Each Client takes a tuner away from the Genie, but it only has 3 to spare as it keeps the other 2 to itself for Picture in Picture (PiP). So though the Genie can pair with 8, only 3 at most can be used simultaneously.

When you next have a free upgrade, replace one of the Minis with an HDDVR. That way you gain 2 tuners and 500GB recording space of its own. Allows all TVs to be in use and you don't have all your eggs in one basket, which is a more capable and reliable setup. No difference in monthly cost between Client and HDDVR (or even HD non-DVR).

I really wish they didn't allow the Genie to pair with more than it can use, but I understand there are select instances where it is ok (such as having one in a workshop or exercise room where you don't end up with the chance of all TVs in use at the same time).

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Award for Community Excellence 2019 Achiever*
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jimsearle

Teacher

 • 

31 Messages

We have been using this for a long time and never had this issue, and as I said, I get a different error when to many mini's are are trying to access the Genie. Two of the genies are in guest rooms and are rarely used, and have not been used since after the DirecTV tech left yesterday. I don't want the extra hassle of another DVR. It also doesn't explain why on the Whole-Home Settings -> Manage Clients -> Network Details Page it says "Not Available" for the one that is currently having the issue, and "Not Connected" for the two that haven't been used, and "Wired" for the one that was used last night.

Juniper

ACE - Expert

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21.2K Messages

Was just a suggestion to minimize issues as the Clients are dependent on the main Genie to function. So some people experience issues when too many are taxing the main Genie's resources.

Don't know what hassle you are expecting from another DVR. Personally I find having DVRs instead of Clients to be avoiding hassle. That is why with my Genie I have 2 HDDVRs (both HR24). The additional space, no tuner conflicts, and if Genie has an issue or goes down it doesn't affect the dedicated boxes.

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I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jimsearle

Teacher

 • 

31 Messages

I do appreciate the response, but the system was not taxed since only one mini has been in use since the system was installed yesterday. The question is, why has this just started happening after no issues for the past couple years?

The extra hassle is managing series recordings settings on multiple DVR's since it can only be done on the actual DVR and no thru the app. I do have another HR24 so I realize what a pain it is to manage them.

The tech that was at my place yesterday answered a text message and said he would try to come back today, so I'll see what he says.

Juniper

ACE - Expert

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21.2K Messages

With software updates over time it may use more resources. That was a quick issue with the original HR34 (even within the 3 Client limit), which was fixed with improved hardware (mainly a better processor) in the later models. So it is a possibility the later models are now reaching their critical mass with the newest software. Just a possibility.

I am astounded you find the HR24 to be a pain. No issues with mine and love the flexibility over the Clients. Can have separate Parental Controls and don't have to worry about all going down (have experienced issues with power before at the Genie location, which would have been all TVs if it was Clients only). But if you find it easier with a more restrictive system because it is simpler for you, then fair enough. To each their own.

Careful, tech coming back out at their discretion will not be covered by DirecTV. If it doesn't go through their scheduling system with an official appointment there is no guarantee of having a record of any follow up work. Great for tech doing a courtesy, but just something to be cautious of.

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I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jimsearle

Teacher

 • 

31 Messages

So, I clearly said why it's a pain, you have to be sitting in front of the one that does the recording to change the settings. But, anyway, they want $199 to change it out right now which I won't be doing. If you love managing multiple dvr's then good, but the point of a whole home dvr is one place to manage. I wish I could go back to Tivo's which are so much better in every way, but that is no longer an option.

Online support had me reboot again, which of course fixes the problem, but they say it should not happen again. But it probably will again tomorrow morning.

The tech said there is nothing else he can do, and probably need to replace all my cabling in the house. That's crazy and a lame response since it can be tested, and has been before and it's all good. The only one that had issues was replaced last year.

Juniper

ACE - Expert

 • 

21.2K Messages

The point of Whole Home DVR is that each DVR can see the other's recordings.

When you have a household of people with different preferences and record their own shows, it is better for each DVR to have its own personal settings. Otherwise you have 1 person with complete control over everything, which I get for for some is what they need. But my household we prefer to have more personal options. Plus some out there want to keep one DVR hidden from others (typically parent's master bedroom).

So I wouldn't want someone in the living room or their bedroom to have control over the box in my bedroom. So different setups for different people.

Unless you have the unfortunate luck for a replacement box to now have an issue, I suspect at this point it is more a software issue. That can only be fixed by a later update, not a tech.

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(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jimsearle

Teacher

 • 

31 Messages

I do not have a household of many people recording different shows that's why I want a whole home DVR that just works. I understand having a tuner at each location is great, and wish the mini's had their own tuner, like Tivo Mini's do, but they don't so I am stuck right now.

But, anyway, the next guy came Saturday to fix it. He found the software needed upgrading, which he did, and of course it all worked great while he was there. He promised he would call me Sunday morning to check that it still worked, even said he would not sleep well until he knew our problem was resolved. Of course that was not true, I didn't hear anything, and finally booked another service call for Tuesday which was the soonest I could get. The person on Chat assured me the problem was fixed.

Roy : I would like to inform, you will not observe any issues again

Roy : I have refreshed and cleared the network signals and also escalated to our backend team to not happen this issue again.

Me : I'd really like to believe that, but I've been told that a few times now.

Roy : No worries, this time you will not observe for sure. I even checked with my supervisor as well.

Roy : Rest assured, everything taken care.

Roy : I am glad to inform, you will not observe any issues

I pretty much had to force him to make a service appt just in case it came back, and of course it came back. The mini could watch DVR content, but was very unresponsive. Press FF and it takes at least 5 seconds for it to react. Then this morning I got the "This location is not authorized".

It really does seem to be a cabling issue, or the latest software versions completely broke it?

Juniper

ACE - Expert

 • 

21.2K Messages

The message you receive means the Client keeps losing authorization from the main Genie. This could be a cabling issue that so data is lost between the boxes, an issue with the boxes themselves, the access card which is what receives the authorizations on the account, or a software problem. Because the problem has been intermittent, even temporarily "fixed" it is really difficult to say where the exact problem is.

Don't expect techs to do follow-ups. They are only supposed to be there during their appointment, on the clock. If they do follow-up that is a courtesy on them, but with no accountability from the company as there is no record of a follow-up.

Chat is limited support, very possibly outsourced by some inaccurate information seen in other posts. I wouldn't be surprised that "clearing the network signals" was just some jargon talk to sound like they did something. They cannot remotely see what is going on with your boxes as it is a one-way communication. They can refresh the service authorizations or even send a signal down to the box to reset it (as if you reset yourself), but they cannot do anything more advanced to your boxes without being physically there.

If your entire household watches and records the same content, then I see how a Client system is better for you. My household we have such different tastes we needed the full HDDVRs so we could record our own chosen content without tuner conflicts. Also if a situation resulted in the Genie being reset (or pulled from power when a cat found he had room to lay on the cord; moved furniture since of course) then the other boxes don't go down with it. So a Client only system can be the simple full control that you need, but dedicated HDDVRs are more reliable such as no authorized location issue even possible. Hope all gets fixed so your Client system works as intended, but just remember you have the other option if ever needed.

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For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jimsearle

Teacher

 • 

31 Messages

So we have had 5 truck rolls to our residence since 5/11 and this issue is still happening. All equipment was replaced on the 3rd visit, all connections inspected on the 4th visit, ethernet disconnected and put in a broadband deca on the 5th visit. The problem still exists. You would think they would test the cabling, but they claim that is never done. The 6th visit is scheduled for Friday. This is unbelievable... Why doesn't AT&T care that they have wasted so much time and expense trying to fix an issue and it doesn't get resolved. No idea what they will try on Friday.

jimsearle

Teacher

 • 

31 Messages

Another truck roll to my house Friday, he went over all connections again, plugged Genie directly into the wall instead of power strip, with a new power brick, removed broadband deca last guy installed, spoke with 2 people in tech support, change the lens on the dish, upgraded software again, Strung 2 cables on the ground from dish to Genie then to mini, problem would not clear. Will only clear by rebooting the Genie, which of course happened with software update. So he had no idea what else to do and left. Problem came back that evening. This is crazy... The techs say it's an issue with the account, but support says it has to be a local issue. So now tech suggests replacing the Genie and minis again which is scheduled for Thursday... I have zero confidence that will fix the issue.

I called and email the tech's manager, but never get a response...
nabukl

ACE - Professor

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3.3K Messages

a month ago

This is an account issue not a tech issue. I can almost guarantee that your account doesn't have 4 clients "active"

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jimsearle

Teacher

 • 

31 Messages

@nabukl Thank you, but how do I get this fixed? I've talk to the tech support on the phone twice, chatted on-line with them more times than I can count, and when the tech was at my place he called tech support twice and had them check my account. Do you still have contacts in tech support that you could ask to check? Everyone I speak with or chat with just seems to follow a script wants to refresh and restart my Genie.
nabukl

ACE - Professor

 • 

3.3K Messages

Unfortunately no, I don't have any contacts that still work for DirecTV all I can suggest is that the next time you call ask them right out of the gate "how many clients on my account and then how many are active on my account" don't Tell them how many you're using until they answer. The answer should be "you have 4 active clients" (minis). Also check the genie itself under manage clients. How many are there? And what are the "location" names? Like lr, (living room )br (bedroom) etc..

(edited)


______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jimsearle

Teacher

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31 Messages

Thank you. So I also have an HD DVR and 2 HD Receiver boxes, which are not currently plugged in. Will that change the answer?
Juniper

ACE - Expert

 • 

21.2K Messages

That should not change the answer.

HDDVR and HD non-DVRs are receivers, not Clients.

Mini Genies are Clients, meaning they are an extension of the Genie. The number of Clients active on the account is what sends info the Genie telling it how many it can be paired (authorized) with.

DirecTV has no way to know what is plugged in as the satellite transmission is one-way. So they can only see what is active/authorized on the account.

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(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jimsearle

Teacher

 • 

31 Messages

Thanks, I understand the difference, just wanted to verify.

Also, one other note is that it seemed to not have the problem when the Ethernet cable was unplugged. Since it is currently happening once or twice a day, and every single morning I have unplugged the Ethernet again to see how it goes. So far it's made it all day without happening. I think they may be updating the software to detect receivers baaed on network access...
jimsearle

Teacher

 • 

31 Messages

So with the ethernet cable unplugged the problem did not happen this morning. It has happened every morning for the past month. One tech replaced the direct ethernet connection with a Broadband DECA and we still had the same issues, last tech said no reason to use the DECA and pulled it out and plugged ethernet back in.

Also, @nabukl I asked the questions:
Me: how many clients on my account?
Harry: I have checked and I see that you have 4 clients on the account.
Me: Thanks, and how many are active on my account?
Harry: All the receivers are active.

I describe the problem to them, and they say it must be a bad connection inside the house. Fingers pointing to each other :(

jimsearle

Teacher

 • 

31 Messages

@nabukl Any idea why having the ethernet unplugged would fix this problem? The minis are all still working.
nabukl

ACE - Professor

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3.3K Messages

No idea, the hr54 connects to the internet wirelessly so Ethernet isn't needed, however, it has nothing to do with authorizations so that's kind of odd.

______________________________________________________
Former directv csr and tech support rep.
Proud Grandma of 3
Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
jimsearle

Teacher

 • 

31 Messages

Thanks, mine has always been configured to use Ethernet, not WiFi since I have a cable right there... Maybe I should enable WiFi and see what happens. It is very odd that the problem is now gone, but I'm wondering if they added something new...
jimsearle

Teacher

 • 

31 Messages

So with Ethernet disconnected and WiFi enabled we have not seen the "This location is not authorized" error yesterday or today.

Can anyone explain why this?

We have another service call scheduled for today with the latest recommendation to replace the Genie and all Mini's for the second time. Really don't think that will solve it but don't have any choice but to do as recommended.
jimsearle

Teacher

 • 

31 Messages

Latest update.  New tech says this sounds exactly like the problem they had a few years ago where any customer with Sonos speakers would have strange problems and if they disconnected the Sonos or DirecTV box from the network the problem would go away.  He said it took almost a year to fix that issue, and that was before they were with AT&T and problems would actually get resolved... Now there is little chance that anybody cares.

 

So he recommends keeping it disconnected from the network, and hope some software update in the future fixes it.

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