
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
madmax988
Scholar
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598 Messages
7 years ago
@ATTU-verseCare Whoever wrote/edited this guide should be fired.
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ATTHelp
Community Support
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224.8K Messages
7 years ago
Hi @madmax988,
Around the time this started to happen, did anything change? Power loss? New equipment added?
A full reset of the system, modem and receivers may resolve the issues you are having. Also, surge protectors have been known to cause issues and over time, cause permanent damage to the box. If any are in use, remove them and plug all of our devices into a wall outlet.
-ATTU-verseCare
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madmax988
Scholar
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598 Messages
7 years ago
@ATTHelpForums
Thank you for looking into this.
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ATTHelp
Community Support
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224.8K Messages
7 years ago
Hi,
We are glad to see it is getting better. If still having issues, we may want to try to change the DVR to a different DVR type.
With a surge protector, just like any piece of equipment, it can go bad. So if one of the outlets on the surge protector is defective, or has some corrosion on it, you may notice some power issues. We just suggest removing it for troubleshooting purposes, and it shortens the chance of error by removing additional equipment.
-ATTU-verseCare
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madmax988
Scholar
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598 Messages
7 years ago
I am still having issues, as I stated.
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JefferMC
ACE - Expert
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33.5K Messages
7 years ago
The fact that a non-destructive disaster recovery fixed your issues, but only for a while, leads me to believe that your DVR's hard drive is failing. Maybe not, but that's the way I'd bet.
Bad surge protectors, that are providing no surge protection, can still pass power. And surge protectors that are still providing some surge protection can introduce RF noise into the line.
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madmax988
Scholar
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598 Messages
7 years ago
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kimbermx
Contributor
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1 Message
7 years ago
at least 4 times a day the tv will freeze up and then switches to a blue or fuzzy screen? After it does this we have to reset everything!!!!! Next all recordings are gone and has not recorded anything new? When I log into my account I have a note that says DVR has reached maximum capacity but there is nothing on it??????
If this doesn't get resolved will have to cancel att not worth the money I have to pay every month to no have it work. Should get reimbursed.
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Rolyanguod77
Contributor
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1 Message
7 years ago
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riverb
Contributor
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1 Message
7 years ago
My TV programs are frequently interrupted with a message that states that U-verse service signal has been lost. The message states to try rebooting of the TV receiver after, first, checking to see if the problem exists on other stations. Also states that if the TV receiver rebooting doesn't work, then to try rebooting the "gateway". I have tried both of these; sometimes they work and sometimes they don't. If I do nothing, the program will come back on after a few minutes, but then it will happen again in 2 or 3 minutes or maybe after 2 or 3 hours. This is very annoying and has been going on now for several weeks. It caused me to miss some exciting minutes in NCAA tournament basketball games recently.
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