Community Support
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6.7K Messages
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.
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Receiver resets
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Loss of recordings
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Pixilation
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Freezing
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Gear/ Cog, Red X, Client Unprovisioned, or Client Initialization Error
Rebooting the receiver is the quickest way to resolve most service issues:
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Press and hold the power button(located on the left side of the receiver) for 10 seconds.
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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:
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unwanted receiver resets
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loss of recordings
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pixilation
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freezing
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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:
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Unplug the receiver or DVR power cord from the wall or back of the box.
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Wait 10 seconds.
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Plug in the receiver and DVR.
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When three white dots appear on the screen, unplug the receiver/DVR again.
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Repeat this process two more times.
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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.
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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.
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Continue pressing these keys until a gear appears on the screen and release the Down arrow + OK keys.
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If the gear on the TV screen appears, wait until completion.
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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.
Pointfdr69
Contributor
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1 Message
6 years ago
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LindaGlenn
Contributor
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1 Message
6 years ago
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!
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SJDSPD
Contributor
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1 Message
6 years ago
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.
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ManOldMan
Contributor
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2 Messages
6 years ago
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redrelic
Contributor
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2 Messages
6 years ago
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?
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ATTHelp
Community Support
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210.4K Messages
6 years ago
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
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redrelic
Contributor
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2 Messages
6 years ago
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kechenc
Contributor
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1 Message
6 years ago
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?
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mfkol8897
Contributor
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1 Message
6 years ago
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madmax988
Scholar
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561 Messages
6 years ago
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
Problem/symptom #2 I noticed a few days later while trying to diagnose
Problem/Symptom #3 a few nights ago
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
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