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Community Support

Community Support

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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

Tutor

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5 Messages

7 years ago

For some reason all my episodes of The Walking Dead and several different movies are all gone. They were all recorded as they played on TV and not on ON DEMAND. I have noticed occasionally that a movie or show was not on the DVR and thought maybe someone deleted it, but it is not the case. I am not even close to running out of room on the DVR either. There is 87% storage space available on the DVR, so I know it was not deleting them to make room. The DVR is only eight months old as well, so it should not be due to age. And no, I do not do a lot of record and delete causing a bunch of fragmented files. Is this always going to happen? I thought that the DVR was suppose to replace a VCR. At least when I would record on the VCR I had the tape and could watch it anytime for as long as I own the tape.

Community Support

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6.7K Messages

7 years ago

Hi @a_t_t_bitchfool,

 

Check out this article on this thread. It may help resolve the trouble you are having. Step 2 is one to focus on. 

 

-ATTU-verseCare

Contributor

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1 Message

7 years ago

SJD,

     Seen your post, albeit (is that really a word?) a year and change later.

 

     Just want to assure you that you are not the only one. Constantly have issues, calling support is demeaning because they will insist you go through their steps and after all of the steps, which you've already done prior to the call (actually, I get my dog to do them), you finally get to the get a tech out there part where they give you a 4 hour time frame.

 

     Power outage and once again, recordings are missing and 1 tv doesn't work.

 

     And yes, my $400 reward visa -- NOPE, NEVER GOT IT. I GOT SENT AROUND TV, INTERNET AND PHONE AND MOBILE AND SPECIAL REWARDS DEPT THAT DOESNT REALLY EXIST SEVERAL TIMES .

 

    Oh, can't forget NOT GETTING MY MILITARY DISCOUNT EITHER, which was part of my decision process. Of course, watching PBS this week proudly presenting Mr Burns yet another version, has brought back wonderful memories and understand why I didn't get my military discount -- no such thing with att.

 

     So, I understand the pain. And when I went to att place and asked how I could save some money recently  -- ATT HAS ALL OF our ACCOUNTS, THOUGHT IT Would SAVE ME money but no -- I can save $100 by going w direct tv -- part of att machine.

 

     I CAN SAVE A LOT OF MONEY, GET STUFF THAT REALLY WORKS AND IS MORE RELIABLE WITH BETTER SERVICE FROM 2 DIFFERENT COMPETITORS, COMCAST BEING One Of THEM.

 

     GOOD LUCK!

Employee

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13 Messages

7 years ago

Contributor

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1 Message

6 years ago

It says that my u-verse receiver is not connected, however it is connected and all the other cables are connected as well, When I load up the cable channels it says "U-verse tv is not available at this time, please try again later.

Contributor

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2 Messages

6 years ago

I've called around 5 times now trying to get my DVR to record and play shows that we know have recorded.  All I keep getting are non-Americans at AMERICAN Telephone & Telegraph on the other side of the world trying to tell me how to troubleshoot.  I'm DEFINITELY going back to Spectrum!  AT&T is a COMPLETE waste of time and money!!!!!!!!!!

 

Contributor

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2 Messages

6 years ago

OK  HELP   !!!!!!!!!! It has been 6 months of trouble shooting. 3 DVR,S 2 MODEMS and 19  HOURS  and 45 MIN Logged   on the  phone with Customer Service. Supervisors from Wisc, Tex, MI, KY  AND NOBODY  !!!!!! Can fix my problem. I have had Local Managers in my area out to my house, Relay,s on pole replaced , every attempt has failed us. CAN ANYONE at ATT help solve this problem before my wife DEMANDS to leave ATT....I can not take much more stress from her and ATT.......This is my 1st attempt to reach out on forum or the web site BUT  I,m determined  on getting my service working correctly ...Teddy with gray hair now in Ohio

ACE - Expert

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27.9K Messages

6 years ago

@BUCKEYEGOODGUY  It would help if you could describe the problems & issues you are having.

Contributor

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2 Messages

6 years ago

Sorry, Thought I was on the page for the problem of DVR...Erasing / Gone  Recordings.  ALL RECORDINGS  disappear all the time. 3/6   3/12  3/19  3/24  4/3 4/9  4/19 4/24   But started this in October..Those are just the dates of most recent.

Contributor

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2 Messages

6 years ago

Us too, same issue, rebooting everyday!

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