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6.7K Messages

Tuesday, October 21st, 2014 7:48 PM

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How to Troubleshoot your DVR/Receivers

If you're having trouble with your receivers, as listed below, scroll down to find steps to resolve them. For Wireless TV Receiver help, check out our Wireless Receiver Solution page. 

  • Receiver resets

  • Loss of recordings

  • Pixilation

  • Freezing

  • Gear/ Cog, Red X, Client Unprovisioned, or Client Initialization Error

Rebooting the receiver is the quickest way to resolve most service issues:

  • Press and hold the power button(located on the left side of the receiver) for 10 seconds.

  • Unplugging the power cord from the wall outlet for 10 seconds is another option.

 

 

Surge Protectors

Is the receiver plugged into a surge protector? It may be causing: 

  • unwanted receiver resets

  • loss of recordings

  • pixilation

  • freezing

  • complete failure of the receiver

Plugging the receiver into a wall outlet, in some instances, can resolve most picture disruption issues. If you must use a power strip, use the surge protectors that are designed for high powered electronics.

 

Receiver Connections

Make sure all connections (wall to receiver, receiver to TV) are placed firmly into the receiver. 

Note: If you are using a 3rd party switch to connect the receivers, remove it and test. Some switches have been known to interfere with the signal.

 

 

To avoid losing your saved programs, perform the Non-Disaster Recovery for DVR/Receivers:

  1. Unplug the receiver or DVR power cord from the wall or back of the box.

  2. Wait 10 seconds.

  3. Plug in the receiver and DVR.

  4. When three white dots appear on the screen, unplug the receiver/DVR again.

  5. Repeat this process two more times.

  6. Plug the receiver/DVR back in on the third time and leave in. Three white dots appear followed by a gear with a status bar at the bottom of the screen. If the Recovery screen does not appear, repeat the steps above.

If you are still experiencing issues with your DVR after that, perform a Disaster Recovery on the device.

 

Disaster Recovery for DVR/Receivers:
WARNING!: Disaster Recovery steps will cause your DVR to lose all pre-existing data such as: Recordings, Parental control settings, and aspect ratio settings.                                                                                                 

  1. Using the above image as guidance, hold down the Down arrow key + OK key +Power key outlined in red at the same time to power down the DVR.

  2. Continue pressing these keys until a gear appears on the screen and release the Down arrow + OK keys.

  3. If the gear on the TV screen appears, wait until completion.

  4. If the gear on the TV screen does not appear, repeat the disaster recovery process. 

AT&T Community Specialist

*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.

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4 Attachments

Contributor

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1 Message

8 years ago

Does anyone know of a way to seperate the reciever frequency of the remotes.  I have my DVR & Main TV Receiver within 15 feet of each other downstairs.  This is causing numerous issues.  For example, when I press record on the TV unit, I end up recording some random programs on the DVR unit as well.  Any ideas, would be helpful, thanks!

Contributor

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1 Message

8 years ago

The programs on our DVR are spontaneously disappearing. We are not near being out of space. My wife is not happy with U-verse or ATT at the moment. Help!! If moma's not happy nobody is happy.

Tutor

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2 Messages

8 years ago

Since a recent upgrade my dvr stops during playback and gives me a list of options as if the show is over. I'm only able to start from beginning or erase the show. Some shows stop multiple times some not at all. If I start over and fast forward past the spot it stopped at its ok until it stops again. I've rebooted recievers, I've performed non destructive disaster recovery, I've reset the modem and I'm still having this issue. Please help its super frustrating

Contributor

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2 Messages

8 years ago

My recent problem is the lag when switching channels. It has now started shutting my TV off and turning back on but takes about 2 minutes to change channel over. I tried unplugging reciever today hoping it would help and I was wrong. We sat waiting for guide to load with no channels coming on at all. It would switch between saying it was recovering guide and signal lost. After waiting over an hour and nothing I tried calling and just kept getting busy signal. I tried the online trouble shooting and it kept saying nothing was wrong. After resetting box several times and about 5 hours it finally started working but we know have no local channels and I still can't get anyone on the phone.... Um completely frustrated

Contributor

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1 Message

8 years ago

For the second time in a few months I am having saved recordings being deleted without any human intervention. Last time this happened I ended up getting a brand new DVR from AT&T after all else failed. In my mind this must be a software issue. I currently have over 80% space available so I am not running out of space forcing recordings to be deleted. This is so frustrating especially considering I am paying for the 450 channel plan. Anyone else having this issue? Any ideas on how to resolve it?

Contributor

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2 Messages

8 years ago

For the past 2 months I have had the problem of the tv picture freezing.  We have 3 TVs, 2 connected via wireless receivers.

ATT Customer Service sent a technician to our home on 3 different occasion.  They have replaced the gateway, all receivers and the small narrow WIC box.   All 3 told me the outside cable and junction box are good.

I just finished speaking with Customer Service and once again, they're sending a technician out tomorrow.  I told them I want to go to wired receivers.

Any suggestions you might have would be greatly appreciated.

Thank You.

John Burkey

ATT Uverse account Number: 112489641

eMail: dandjbur@att.net

Cell Number: 281-723-1301

Community Support

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232.8K Messages

8 years ago

Hi @ManOldMan,

 

Sorry to read of the trouble you are having. By chance is the modem plugged into a surge protector? What about the receivers? Surge protectors and power strips have been known to cause pixelation and freezing. 

 

Also, what is around the modem? Any electronics? Speakers? Same goes for the Wi-Fi boxes. 

 

-ATTU-verseCare

Contributor

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1 Message

8 years ago

I have the same issue with my wired receivers, so I doubt your wireless receivers are the problem.

Contributor

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1 Message

8 years ago

ONe of my tv's has "getting information" next to all the channels instead of the name of the show on at that time.

Another tv has a new format when you press the guide button. The choice of local, sports, news, variety and entertainment are no longer listed. It is another list.

 

Both of these changes have occurred in the last week to 10 days. How do I restore these two tv's to the other format?

 

Bobby Dawes

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