12-07-2017 9:08 AM
What is the work around for the C61K-700 4k mini receivers not working?
Most tech support calls (been going on for a month and a half) have no idea it is not working.
Had to ask their supervisor. I had one though that new of it and a workaround was to turn of wifi connection to all boxes. Yesterday I was told you can work around by turning off the sleep mode on the 4k mini box. However since the box will not connect (shows no signal connection) you can't get to the settings.
How do I get to the service connection? Tech told me to press 6, 7, 8, 9. nO work. Press exit menu exit, no work.
Very frustrating, no Direct TV wants to send a tech out and charge me for it.
12-08-2017 10:03 AM
I am sorry to hear about the issues that you're having and would like to help and look into this for you. Please send us a Private Message here: http://soc.att.com/2uEE6Ki with your account and contact info.
Tony–AT&T Community Specialist
12-10-2017 5:44 AM
ok, this has been a waste of time. Received private responses from ATT and never provided a solution or even acknowledgement that this is an issue. ATT eventually said that I should wait for the escalation to resolve it and stopped replying back to me. Does anybody have a clue on how to resolve this? I think I will try the manufacturer, I think it may be Arris.
12-21-2017 5:56 AM
Have had Directv for year and half now with no issues then around the end of November my 4k receiver started saying "select a server - no servers found". Contacted support and jumped through a bunch of hoops and finally they dispatched a technician. Technician shows up a few days later and immediately says this is a known issue and there's nothing he can do about it until a new software update is released in a few days. About 2 days later an update is indeed released, re-connected main Genie to internet and 4k receiver worked for about 2 days then started doing the same thing again, "select a server - no servers found". Only thing I can do to use the 4k receiver is to reset the network settings on the main Genie where nothing is connected to internet yet that means I cannot use On Demand, search features etc.... Contacted Tech support again yesterday and Supervisor tells me that this is indeed a known issue and that engineering is working on the problem. I asked if I could just downgrade my 4k receiver to a regular non-4k receiver but she tells me unfortunately I'm not eligible for an upgrade and since this is "caddy” issue (engineering problem) that there's nothing she can do. So basically, I'm expected to just keep paying my full monthly bill and not have full use of the services for which I'm paying until engineering gets around to solving the problem. This is completely unacceptable and I'm seriously considering filing a complaint with State Attorney General. My contract is up in May and I will throw this garbage in the street!
12-21-2017 7:09 AM
Hmm not sure I understand your reply unless you're an AT&T/DirecTV employee. My post is perfectly relevant to the current thread and further acknowledges the current issue with 4k receivers.
12-21-2017 4:50 PM
I've had DirecTV for almost 20 years with no real problem until my free "upgrade" in November. They set me up with the Genie 2 to two 4K TV's. They put a new head on the dish & hooked up C61K700, to each TV all tied in to the wireless bridge on the initial install. It worked perfectly for about 24 hours then we started getting the no server found screen on both TV's. Sometimes resetting the individual boxes cleared the problem, sometimes resetting the wireless bridge would clear the problem, other times you had to reset all 3.We did the upgrade on 11/17. We had a tech out again on 11/21, 11/26, & 11/28. At most the Genie 2 worked properly 24 hours at the most. I repeatedly asked if they rushed the Genie 2 to market too quickly & still needed to work some bugs out. I was repeatedly told that the Genie 2 was not released to soon & I was the only one that had this problem. On 11/29 I called & told them I was tired of all the crap & wanted the regular Genie back like I had used for a couple of years with no problems. They changed me back to the regular Genie on 11/30. Then the same problems started again. The installer came out on 12/1. Still only worked for 24 hours. I was out of pocket for a few days so he came back out again on 12/7 & said he was going to change out every piece of equipment one at a time until we isolated the problem. He started with a complete new dish which so far has seemed to solve that problem. Everything was fine until they did that software upgrade on 12/13 or there abouts. Now the C61K's take almost 45 seconds to deliver a picture to the TV, it's so long you would swear you never turned it on, after 45 seconds it gradually builds a picture with the lettering first & then finally a complete picture. Then it works fine except for freezing every 2 or 3 days & not being able to do anything until you do a reset. When I called to complain about the software upgrade the person I talked to told me there was a "known" problem nation wide with the Genie & the software upgrade was to take care of that & he proceeded to describe the problems that I had been having. I told him that apparently he & I were the only 2 people that knew about this "known" problem & asked that he spread the word around to his people. I was told I would probably have to wait on a software upgrade to the upgrade since this new unknown problem had not been reported except for me. He did say the software upgrade had been rush to market with bugs still in it because they were desperate to do something about the Genie problems. It's great when it works. I turn it on & go to the bathroom & usually have a picture when I get back.
12-22-2017 10:23 AM
Finally got it going! A tech came to the house, after of course I had to sign up for the tech service for $7-$8 a month. Still can't figure why I should have to pay ATT to fix their equipment! Rediculous! Anyway, this tech knew all about this issue and immediately applied the newest known fix. The one previously mentioned below is to disable wifi. Now the latest fix is you have to disable power saving mode on the 4k box. I believe he disconnected the wifi connection on the main box and then turned off power saving mode on the 4k box (in the settings menu), then reconnected the wifi and it now works for me. Try this, hope it works.
01-07-2018 2:05 PM
I reset network on main dvr. Turned power save feature off on 4k box. Reconnect internet on main dvr. And voila it works. Thanks for the simple fix. Was frustrating. Kudos....
01-07-2018 5:59 PM
Unfortunately this doesn't work for me. Disabled power save on the 4k mini, as soon as I connect the DVR to my internet it kicks the 4k mini off, no service. Back to no On Demand/remote services.
I've had this issue since early November. I was able to get my entire bill for last month credited.
01-08-2018 4:32 AM
What does direct tv say other than a credit. Are they sending a tech.. Would like to hear how you get issue resolved. Please keep us updated. Thanks.
01-08-2018 11:35 AM
They already sent a tech out, there is still no fix other than to disconnect the DVR from the internet, losing all ON Demand/remote functions.
01-08-2018 12:15 PM
So I have another string but nobody's responded yet; 4k receivers = no vod
What I've been told is there is a known issue and it's software; the "workaround" is to disconnect the dvr from the internet; then the C61-700's will stay connected. Of course you no longer have access to vod or starting a show from the beginning. If I would've known this I wouldn't have had the 4k stuff installed. I wasn't expecting a service downgrade when I switched from Comcast.
If you want vod just connect the main receiver to the Internet and know that you may lose some of the C61's; then when you're done disconnect from the internet and they'll connect again; you may have to reset them.
Will be calling DirecTV when I get some spare time to have them swap out my equipment; apparently it's only the 4k stuff.
- edited 01-08-2018 12:42 PM
Suggest you try working it this way:
The procedure that works for me is to disconnect the Internet from the HR54, then access OnDemand (Menu->Connected->Explore On Demand), and wait for it to fail (the main menu will no longer show "Connected"). At that point, you can try to reconnect (I don't think this ever actually did work for me), and if that fails, a reset of the 61 should work (it does for me). Then re-enable the Internet and it should be happy for a while.
The theory of the Directv tech that showed me this method is that sometimes the HR54 gets confused about which ethernet port (it has three, the wired one, the wireless one, and the DECA adapter connected to the satellite connection) to use for the 61. His answer was to restart the 61 with only the DECA port active. This makes sense because its normal for the OS (Linux) to try other ports if it encounters a problem.
Once you get the 61 back if you do not turn it off it will remain connected. (this is not a fix but a work around) while waiting for one
01-24-2018 4:24 PM
Does anyone have WIFI extenders at home where this issue is happening?
Before I added a WIFI extender at my house the C61Ks will show No server detected when coming out of the power savings mode but were able to recover them by resetting the C61Ks using the red reset button.
I added the WIFI extender and the only way to recover the C61Ks when showing the No Servers detected screen is by resetting the network from the Main GENIE.
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