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4k system playback fail no video/audio packets not recieved

Mentor

4k system playback fail no video/audio packets not recieved

DVRHR54-700-C61K-700 client to 4k TV. Playback fail no audio/video packets received. I Have to reset DVR and  system ok for a period of time. Next time sys turned on a freeze frame picture shows with above verbiage. Only fix reset DVR. Reset sys many times. Tech came out upgraded all software upgrades, replaced many coax connectors with DTV upgrades. Two days later same problem. About to give up on DTV. Been a customer since Oct 1994. Understand how software upgrades sometimes goes bad but in that case they should work doubley hard to correct problem.. Last tech sent out only had 4 months experience. Any help or pressure that can be applied would be appreciated.

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Message 1 of 10
Administrator

Re: 4k system playback fail no video/audio packets not recieved

Hello @fortnerw,

 

Thanks for reaching out to the Community, we can help by taking a closer look into why your getting a playback fail on your 4k system.

 

Access this article on DIRECTV 4K TV - What You Need & Troubleshooting. This article contains what you need for DIRECTV 4K streaming and other helpful information.

 

Can you share with us the make and model of your TV?

 

Please reach back with that detail, and let us know if you find the article above helpful.

 

Denise, AT&T Community Specialist


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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 10
Mentor

Re: 4k system playback fail no video/audio packets not recieved

Xbr55x850c

 All hdcp inputs 2.2

 This problem happens on all channels not just 4k

Its equip problem, software. All wiring cks good per dtv tech. 1st year of this sys never had this problem

 I read on some thread that dtv knows it is a software upgrade that caused the problem and working on fixing it

Message 3 of 10
Administrator

Re: 4k system playback fail no video/audio packets not recieved

Thank you for letting us know, @fortnerw.

We are not aware of any current software that would impact the C61K clients at this time, so if you haven't already, refresh your equipment online.

We also recommend you run a system test on your HR54 receiver by following these steps:

  • Press MENU
  • Select SETTINGS
  • Select INFO & TEST
  • Select RUN SYSTEM TEST
  • Press the dash [-] on the remote

Let us know if this test returns any diagnostic codes on your equipment. 

John, 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 4 of 10
Mentor

Re: 4k system playback fail no video/audio packets not recieved

I did the test as advised. It read all test ok

 Of course the system is working ok now. When it fails again I will run a test on the DVR before I reboot the sys. Thanks for getting back to me

Message 5 of 10
Administrator

Re: 4k system playback fail no video/audio packets not recieved

We're glad your system is working @fortnerw,

 

Please reach back if you run into a fail, and let us know the results from the system test.

 

Thank you for contacting AT&T!

 

Denise, 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 6 of 10
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Mentor

Re: 4k system playback fail no video/audio packets not recieved

Ok sys failed when sw from 4k to ch360 with a frozen 4k picture. Did a systems test on the HR54 which said all items ok

 Picture still frozen on tv  powered with c61k-700. So I reboot the HR 54-700 and after re boot everything back to normal until next time. Very aggravating. Help

Message 7 of 10
Administrator

Re: 4k system playback fail no video/audio packets not recieved

Hello @fortnerw,

Thanks for providing that additional information.
Can you let us know if you have any other different model DVR at your house that you're also experiencing issues with?
Hope to hear back from you soon.

Mihai 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 8 of 10
Mentor

Re: 4k system playback fail no video/audio packets not recieved

I have a HR 24 Receiver/DVR which is use very little but works normal

 Just to summarise the only problem is with my main tv that is powered by a c61k client because I have a 4k system. The DVR function works ok until the main tv locks up. The dvr at the hr54 still works at that unit. I am beginning to think the c61k is at fault.

Message 9 of 10
Administrator

Re: 4k system playback fail no video/audio packets not recieved

Thank you for letting us know, @fortnerw.

We'll be sending you a private message to get more information. You can view and respond to the private message in the Forum's Inbox.

John, 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 10 of 10
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