Explore & discover

Helpful Links

iOS apps will register for Download & Go, but will not register for DVR Access

Mentor

iOS apps will register for Download & Go, but will not register for DVR Access

I am trying unsuccessfully to get my iOS Directv app to register for DVR Access to my Genie DVR. HR54-500

In general, the Directv iOS app works fine - except that it will not register the ios device for DVR access.

I've tried both my iPhone X and IPad. Both DO see the receiver in order to operate as a remote control - that works fine. I can do the "Validate Receiver" function successfully.

Both DID register ok for Download & Go. It is just DVR Access they will not register for.
When I try to register for DVR access it does not find the DVR. I've of course tried to enter the IP address directly, and it does not find that either.

My HR54 is WiFi connected. It accesses the internet fine. On Demand works fine. The connection shows as "Excellent" and the speed test it did was maxed out beyond the 4K on the speedometer. (My home internet speed is over 300Mbps as measured by Speedtest.net.) I also tried connecting the HR54 via ethernet - no joy there either.

Whole Home is On, and activated. External Device settings are all set to Allow.

I deleted the Directv app from within ios settings -> usage to be sure to get rid of any old cached data, rebooted the device, and reinstalled the Directv app. No change in behavior.

One long shot:
Long ago when Directv offered the GenieGo little box to prepare offline shows, I had one, and it worked great. After Directv dropped support for GenieGo by supposedly folding that function into the main Genie, the DVR offline capability never worked for me. Possibly noteworthy, is that even now if I go to My Equipment on the Directv site, and click on "Activated for GenieGo" I still see five devices listed there - these are very old from the old days of GenieGo. I sort of wonder if that could be related - but there is no way for me to remove those devices from the configuration.

I have had two lengthy phone calls to Directv tech support, and one lengthy online chat. The agents just keep suggesting various troubleshooting steps that I have already performed. They are cordial enough and have decent basic knowledge, but this seems out of their depth. I do the steps again for them, but of course, the outcome is not any different. I've been promised that a higher level support person more expert in this will contact me, but that has not happened. They even drop shipped me a replacement HR54-500, which seemed like a stretch, but I installed it anyway. It made no difference.

I have searched the forums of course, including the post
"Having trouble with Mobile DVR Registration - for the Genie and App, In-Home and Out-Of-Home? " (It seems a bit out of date.)
I've also seen posts suggesting to just start over - which I have done , complete with a replacement HR54 which had to go thru entire setup process.

 

So this has become a quest. Any ideas?  Thank you.

 

 

 

Tags (1)
553 Views
Message 1 of 5
Administrator

Re: iOS apps will register for Download & Go, but will not register for DVR Access

Hi @ronsou,

 

Remember, the 1st device registered must be done at home.  2nd and subsequent devices can be done from out of your home.

 

Steps to register your iOS and Android device

  1. Go to iTunes App Store or Google Play.
  2. Download DIRECTV App.
  3. Sign into the app with https://soc.att.com/2Q7UJ7H username and password.
  4. Follow instructions based on device type:
    • Tablet:
      1. Select Playlist
      2. Select My Downloads
    • Phone:
      1. Tap the 3 lines at the top left (hamburger menu)
      2. Select Playlist
      3. Select My Downloads
  5. Select Register your iPhone/iPad/Phone/Tablet.
  6. Edit the Device name as desired.
  7. Select Add Device.
  8. If registration was not successful, try the below steps
    •  Does the DIRECTV App On Screen Display give an option to "Enter Serial Number or ID"?
      1. On the Genie, scroll up to get the Network/IP Address
      2. On the DIRECTV App OSD, select Enter Serial Number or ID.
      3. On the DIRECTV App, enter the IP Address.
      4. Did the DIRECTV App successfully register?  If not, chat with us here.     DIRECTV APP frequently asked questions, click here.

 

DIRECTV APP frequently asked questions, click here.

For more information on how to access your DVR on the go, check out this article. Hope this helps.

Thank you for reaching out to AT&T's Community and Forums Team.

Lafayette, AT&T Community Specialist

 


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 2 of 5
Mentor

Re: iOS apps will register for Download & Go, but will not register for DVR Access

I appreciate the response - but this is not my issue.  I have only tried to register from within my own house.

Message 3 of 5
Mentor
Solution
Accepted by topic author
Accepted by ronsou
‎12-30-2018 10:01 PM

Re: iOS apps will register for Download & Go, but will not register for DVR Access

I got this to work. What I did does not make any sense to me in terms of "fixing" this. Yet here is the one new thing I tried that I never did before, and now it works:

In scouring the forums, I noticed some suggestions to reset the receiver TWICE in order to clear the receiver's data/cache and basically start over.

So I did a RBR (red button reset), then as soon as the picture came back, I did another RBR. The posts about this said it takes 24 hours to rebuild the data, so I didn't even touch it immediately after the 2nd RBR - I wanted to give it a chance to rebuild from scratch. I waited 24 hours until today and tried again.  

Today I reinstalled my iOS apps, rebooted the devices, and reinstalled and signed in again. Note I had done this many times before without success.

But today, after doing the two successive RBRs yesterday, it worked! The DVR was found for the first time - I didn't even have to enter the IP address, it was just discovered. The iOS device registration succeeded, and then on all four iOS devices, my family has.  Registration had previously failed on each of the four, with numerous uninstalls and reinstalls of the ios app.   Then I successfully downloaded a show from my DVR to my iPhone to complete the test.

 

I still am not convinced the two RBR's really were the solution here - it just feels unrelated to me. Yet I've struggled with this on and off for a long time (but only diligently in the last week) and this really is the only thing different that I tried.  And today for the first time it works. So there is that.   I'll take it.

 

Tags (1)
Message 4 of 5
Administrator

Re: iOS apps will register for Download & Go, but will not register for DVR Access

Hi @ronsou!

Thank you for reaching back to us here! Glad to hear that you got your registration on and everything is working well.

Please feel free to reach out to us for any future need or concern.

We're always here to help!

Yetty, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 5 of 5
Share this topic
Share this topic
Announcements

If your DIRECTV account has recently moved into myAT&T, let us help you manage your DIRECTV account in myAT&T.

Additional Support