How to Troubleshoot your DVR/Receivers

Hello, I am receiving a red x1on my main cable box. My name is Linda *****
act.# ***** my phone is
***** and the best email address to reach me at is [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]
Thank you!

I'm having the same experience. I set my shows to not erase until I erase them. I will see the show in my list of recorded shows and then the next time I look it is gone. I checked to make sure it was set up correctly and it was. It just disappeared. This has happened multiple times. I've had no luck with AT&T resolving my issue.

Coupe weeks ago our DVR died. ATT sent a new one. During the initial installation of the new receiver/DVR, we had a very brief power outage. Once the power was restored the unit never was able to connect to the U-verse service. All diagnostics produce an "OK" but still no connection, even though the LINK light is green. Did the power outage mess up the initial boot sequence? The on-screen message we get is: "Your TV receiver is temporarily unable to connect to the AT&T U-verse TV service"  The unit attempts to re-connect at least 20-30 times per day (for 2 weeks now) but no joy. Did the power interuption during the initial boot/installation sequence mess things up?

Hi @redrelic,

Yes, power outages can affect the equipment. If your area is prone to them. we recommend purchasing an ISOBAR surge protector.

-ATTU-verseCare

I am having my DVR recording problem in past 3 months and I called the technical support 800 number 3 times but the issue keeps coming back. I even followed the troubleshooting process in the channel 411 almost every few days but the issue is still exist.

The issue is that I could not record and playback the program at all or sometimes it could only recorded part of the program and then stopped.

Any suggestion?

Here is my goal fix these problems without having to erase all of my recordings or replace DVR again.  Any suggestions of what's going on?  @ATTHelpForums

Problem/symptom #1 appeared about 10 days ago

• When attempting to playback recordings the recording goes black and does not play.
• If you switch and start a different recording it will start immediately.
• If you go back and attempt to play recording #1 it will now start immediately just fine.
• I attempted to reset DVR, first by holding down power button for 10 seconds.  The dvr wouldn't turn back on after about 30 minutes.
• Then I unplugged it, waiting 10 seconds and plugged it back in.  That got live tv working, but it still had not initialized hard drive.
• Then I tried a 3x unpluging, non-destructive restart.  That got it back up and running.  It seemed to fix the issue, but it came back a couple of hours later.

Problem/symptom #2 I noticed a few days later while trying to diagnose

• In the uverse android app, if I look at my DVR recordings it will show more recordings than my DVR and other STB's show.
• The difference in numbers is that the app is showing recently deleted recordings as still being there, which leads to me believe the DVR software is either not properly deleting recordings or the DVR is not communicating properly with the server.

Problem/Symptom #3 a few nights ago

• One of the VIP 2500 wireless STB completely lost its connection.
• I was only able to get it working again by unplugging the power from the VEN 501. Then reassociating the vip2500.

Equipment in use:

Pace IPH8005 dvr connected via ethernet

Arris NVG589 RG fed via ethernet single pair

2x Moto VIP 2500 wireless STB

Cisco ISB7000 connected via ethernet

VEN 501

18/2 profile