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Tutor

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5 Messages

Mon, Aug 28, 2017 8:46 PM

"Location not Authorized" error message on LG OLED with RVU

This TV does not have a receiver, it uses the internal RVU.  I've had it set up for 6 months with no problems (4k, PPV all work fine).  Just recently, this error message appeared and obviously we don't get picture.  I have a separate receiver that runs through my home theater and that works fine. The home network and other TVs are running fine and the main Genie HD DVR is good.   I called CS but the operator had a hard time understanding that there is no "box" going into the TV.  I was pressed for time, so I cut the call short without a resolution.

 

Any suggestions?  Thanks

Responses

Tutor

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9 Messages

3 years ago

Considering everyone complaining (including me) had the service working perfectly until DTV updated the software on our genies (and there was no such upgrade from LG) its fairly obvious what caused the service to stop working. 🙄

Teacher

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12 Messages

3 years ago

I'm also in the same boat and its been a living nightmare getting it to work again only to have a power off / on of the TV kill the process. This needs fast attention, its nuts.

Teacher

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12 Messages

3 years ago

Big thank you to the posters here for reporting this, thought I was going nuts. 

Kalitaz

Scholar

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151 Messages

3 years ago

How do you know that LG was not provided the update and never updated their product due to cost - the use of RVU is a fraction of the customers - why would they take on the expense. A 4K client responds faster than an RVU and is a permanent fix. Sony, Samsung and LG and I am probably forget one are the RVU tvs so why only after the update is LG the only one not working.

Tutor

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9 Messages

3 years ago

Because the tv tells you when the last update was. 🙄

Kalitaz

Scholar

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151 Messages

3 years ago

DTV takes many months doing an update with software and does provide manufacturers with the current software and any changes - it would make more sense that LG has not updated their version of the RVU that is built into the TV especially since it is only LG having the issue all the other manufacturers updated their tv software prior to the DTV update. Both Sony and Samsung both updated prior.
JoeN00

Teacher

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20 Messages

3 years ago

Directv pushed an unnecessary update (unnecessary = receiver functioned beforehand and no imminent need for the update) to a receiver in my home that knocked out RVU service to my directv-approved “Directv Ready” tv. If LG is to blame for not updating the firmware on the tv or the Drectv Ready app, then directv should have dropped approval of the tv and warned customers before just destroying the service I’m paying for. 

 

Oh, and they should also stop wasting my time with tech support reps who don’t even understand that an RVU setup has no external client (or “box”).  Either train your reps on RVU or have a dedicated support channel for RVU issues.

 

Awful customer service by AT&T. 

jkal25

Teacher

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28 Messages

3 years ago

Add another to the list... 9 hours from multiple tech calls.  Actually, one of the harder parts of this was getting them to supply a C61K as a stop-gap measure without $100 or a two year commitment.  It takes a while to point out they're not doing a "courtesy upgrade" but putting in a band-aid while they get a resolution.

 

I have a OLED65C6P, 05.30.02 on the firmware, DTV app on it 2.2.14 (not updated for over a year), and 0xd80 on an HR-54 (as everyone might have guessed).

 

Their (DTV's) systems and processes are so stringent, it really makes the customer pay and puts people on the phone and techs in a heck of an awkward situation.  This technical issue to me highlighted a serious process issue in DTV.

 

I opened a ticket with LG too, but just a regular Joe-Shmoe online help request, and nothing there yet either.  It is a shame - this is a great technology - every TV will be plugged into the internet soon enough anyway, so use that to avoid boxes - makes a lot of sense, and worked fabulous for me until 9/7 when I got 0xd80.  Heck, even a software rollback feature for the HR-54 would be a good solution - instead, it was 9 tech hours, probably 15 phone calls, and a lot of arguments just to get a C61K to bring me back to where I was (kinda) before this whole thing.

Tutor

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11 Messages

3 years ago

Same setup here with OLED65C6P and HR-54. My issue started Friday. I had a tech out on Sunday, but DTV IT immediately told him there was nothing he could do, that they're waiting on LG to update their software.

That being said, I have been having good luck with getting it to work by unplugging the TV, waiting about 5 minutes (until red power light goes out), then turning back on, but with the DTV remote. I was surprised that the red light doesn't go off immediately when TV is unplugged. Oddly enough, so far turning on with the LG TV remote has always produced the error message. Probably a coincidence, but whatever works.

Contributor

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2 Messages

3 years ago

I had two techs come out.  The first one on Sep 8 that was a new guy without much experience.  The second tech was the guy that set up my LG TV and got the RVU working last year.  I felt really confident in his ability so I try to request him when ever I need service.  

Here is what he found out:  The story goes that ATT has new manufacturer for the C61 clients.  Apparently the software  in those clients had a bug.  A patch was developed and sent out over the ethernet to all ATT/Direct TV customers.  The patch has a glitch that renders the RVU inoperative so you receive the "This location not authorized".  As near as I can figure the patch came out around the 8th.  I had recorded a 4k program on ch 104 but I cannot view it?  So far it still does not work.  My question is how long should I wait until demanding ATT/Direct TV suspend billing me for the RVU client ($7 a month) and the 4k service ($20 I think/mo)???

Contributor

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2 Messages

3 years ago

Oh on\e more thing.  While the tech was there ANOTHER ATT guy shows up saying he is a software specialist?  I think great they are really on top of this.  It turns out ATT has a new program that sends a SALESPERSON to your home while the tech is there!!!  This really made me angry.  I am trying to get my stuff fixed which has already irritated me and this clown is trying to sell me something.  ATT better rethink this plan or I will cancel my cell phone and the satellite! 

Tutor

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11 Messages

3 years ago

No issue here playing back recorded 4K content from the DVR. That makes no sense how this could affect your recorded content, very weird indeed.

I'm right there with you wondering what to ask for as compensation, was hoping that others would post what they negotiated to get an idea of what to expect. The longer this drags out, the more we should get, obviously, So I'm sitting tight for now.

So am I to understand that most people are getting the error message all of the time? Or are some of you also having intermittent issues?

Today the TV displayed the error on first power up with the DTV remote, so turned it back off. Within one minute turned back on with the LG remote, and it worked (no unplug prior). Not sure how switching remotes could make any difference, but I keep having good results when I do, so will continue until it doesn't work anymore.



JoeN00

Teacher

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20 Messages

3 years ago

I've tried every variation of unplugging the tv, Genie, both, switching remotes, deleting and reinstalling the app... no luck. It's been "this location is not authorized" all the time since the Genie update was pushed.
jkal25

Teacher

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28 Messages

3 years ago

I heard back from LG with a generic, unclear message, but the summary of it is, pound sand.  See below.

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In general, when it comes to application support, it takes both LG and the provider working together to get hardware certification approved before the application is supported. The service provider must also choose to load updated versions of their applications to turn on the webOS software platform. Since the application is from a third party company, speed of the resolution still depends on the developer since updates will be coming from them and LG will incorporate it to its products. 

--------------

Now, my question there, are they saying that DTV wrote the RVU app for the LG TV and LG has to wait for them to update it, OR is there yet another party involved, some third company that wrote the RVU app that now needs to update it and get it to LG?  Either that, or DTV modifies the Genie code but changing the Genie code sounds like it could have unintended C61 consequences.

 

The worst part here is the silence.  I still don't know if DTV is even working on this issue, or if their response is, meh, too bad, get a C61K.  I can't imagine that's their plan here because it would destroy any trust for me in DTV - I bought a TV that was sold to me to work with DTV, and if their response is 9 months after it has been working fine, too bad, then that investment I choose to make with DTV was a dumb one for me to make, and fool me once... This just sounds like decent grounds for anyone to get out of a contract too... they can't provide the service they used to.  I'm not a lawyer, but I'd sure argue that if I were in a contract and wanted out.

mdram4x4

ACE - Master

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9K Messages

3 years ago

lack of app support and finger pointing is just one reason i dont recommend the rvu

it is nice in theory, but has too many drawbacks

does not save money

still requires a coax run

requires app support from tv manufacturer

no hdmi to run through an avr

ect


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