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llee040's profile
llee040
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74 Messages

Sat, Feb 21, 2015 5:47 PM

Repeated intermittent "Jump" messages

I'm getting the "Jump" alert messages when viewing content at an earlier point in the program which is still being recorded. Pressing pause, then resuming any viewed program can result in the error message. This has been a frequent, intermittent occurrence, and has continued for weeks, possibly months. It happens nearly any time I pause then resume content. I've restarted the DVR, and am considering the factory reset suggested by the automated troubleshooting process. Has anyone else solved this problem by performing the factory reset on the DVR?

mibrnsurg

Expert

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20.4K Messages

7 y ago


@llee040 wrote:

I'm getting the "Jump" alert messages when viewing content at an earlier point in the program which is still being recorded. Pressing pause, then resuming any viewed program can result in the error message. This has been a frequent, intermittent occurrence, and has continued for weeks, possibly months. It happens nearly any time I pause then resume content. I've restarted the DVR, and am considering the factory reset suggested by the automated troubleshooting process. Has anyone else solved this problem by performing the factory reset on the DVR?


Try this one first, won't erase any recordings:

 

If the DVR functions are still not working, try a Non-Destructive Disaster Recovery.

Unplug the power cord of the DVR from the wall or from the back of the box and wait ten seconds. Plug the DVR back in.

When three white dots appear on the screen, unplug the DVR again. Repeat this process two more times.

Plug the 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 Disaster Recovery screen does not appear, repeat the steps above. If the Disaster Recovery screen appears, wait until completion.

If the Non-Destructive Disaster Recovery does not work, follow the steps for a Force Disaster Recovery

Will not erase recordings, takes a bit of time or so. Good luck 😉

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

llee040

Mentor

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74 Messages

7 y ago

Thanks for the information. The only potential problem I'm aware of is that the TV begins to scan other HDMI inputs as soon as signal is lost, so it may be hard to watch for interim video display after interruption. I'm not sure whether I can disable the scanning. Anyway, I should be able to perform the forced disaster recovery even so. Thanks again. I'll reply again with results.

mibrnsurg

Expert

 • 

20.4K Messages

7 y ago


@llee040 wrote:

Thanks for the information. The only potential problem I'm aware of is that the TV begins to scan other HDMI inputs as soon as signal is lost, so it may be hard to watch for interim video display after interruption. I'm not sure whether I can disable the scanning. Anyway, I should be able to perform the forced disaster recovery even so. Thanks again. I'll reply again with results.


Should be able to stop that scanning in TV menu, probably need TV remote to do that. 😉

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

llee040

Mentor

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74 Messages

7 y ago

I never saw the three dots, but I made guesses to complete the procedure, and finally got the gear and status bar. Recordings were preserved, video display options were preserved, however I did have to reselect surround sound audio output. I'll need to observe for a while before evaluating success, of course. Thanks again.
mibrnsurg

Expert

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20.4K Messages

7 y ago

You're welcome, it automatically resets audio to Stereo, might check Video HD/SD resolution too.

 

One time I found it reset to 720p, had been on 1080i before N-D reboot. 😉

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

llee040

Mentor

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74 Messages

7 y ago

Thanks, yes, 720P was selected.
llee040

Mentor

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74 Messages

7 y ago

I'm not sure where to go from here. After over a week, I've only seen the "jump" alert once after performing the non-destructive data recovery, however, the problem that is described in the alert continues. The problem has manifested in two different ways. The easiest to identify is the 'Jump" allert message, but the second appears to be the same problem, although it's a bit harder to describe. What happens is that if I'm watching a program from an earlier point than the actual live content, in other words the program has been paused and resumed, the picture freezes and the sound stops for several seconds, then resumes at a later point in the program than where it was being viewed, although it doesn't jump all the way to the latest (current, live) point in the program. This has been going on for a while (at least two months), and so has the "jump" alert, which has occurred much less frequently since performing the non-destructive disaster recovery. This is a transmission issue rather than a DVR issue, isn't it? What else can I do or how should I explain the problem to U-verse support to get it fixed?

Anonymous

New Member

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25.7K Messages

7 y ago

I would ask for a DVR by telling support that you are having issues with yours.  they will send you a replacement at no charge.

llee040

Mentor

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74 Messages

7 y ago

I would like to replace the receiver as you've advised. Is there a way to do it through email? I haven't been able to find any way to make the request without making a phone call to support, which I'd prefer to avoid. Thanks.

llee040

Mentor

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74 Messages

7 y ago

I made the call despite my reservations and have an appointment for service, which I had hoped to avoid but was compelled to accept.

llee040

Mentor

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74 Messages

7 y ago

Service rep. found much at the site that was out of compliance with current standards, such as coax connections for DVR and STB. However, after making several hardware configuration changes such as replacing cable and rerouting all traffic through ethernet, the rep. still opted not to replace the DVR, and the original problem remains. I've reported this, along with the fact that I have since captured evidence of the problem in DVR recordings, and am now waiting to be contacted to schedule follow-up service.

llee040

Mentor

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74 Messages

7 y ago

A week ago, AT&T replaced our DVR. However, the problem hasn't changed. This is quite perplexing, because our home was almost completely rewired as a first measure. We saw no improvement after that and when we notified AT&T support, that is when the DVR was replaced. Either our previous devective DVR was replaced with another defective one, or the problem is caused by something other than the DVR, which reconfiguring the home wiring didn't solve either.  I'm not sure what to do now, other than to contact support and report that the issues continue.

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