Explore & discover

Helpful Links

Error 771

Tutor

Error 771

So the story is:

Had a completely new install on Wednesday October 1st.

Used existing coax in the house which had been installed 18 months previously along with Cat6 Ethernet.

The coax is all RG-6Q throughout.

HR44 in downstairs den and a C41 mini Genie in a bedroom.

All house coax and Cat6 all run into a upstairs bedroom closet where the router  and modem are located.

The cable from the dish comes into that closet then distributed to the 2 TV locations.,

Friday 3rd October DTV had to come out due to getting 771 errors from 6am in the morning on some channels - notably Channel 4 (NBC) Channel 11 (Fox) and most of the 200 range of channels.

Typically by around 8am - 9am NBC will start to return initially pixelated then after a further 20 seconds or so OK.

Then the others channels would start to come in.

During this entire time other channels have been working just fine e.g. Channel 5 (KTLA), Channel 7 (ABC) etc

Friday's installer said he didn't like the wall plug connectors and insisted on ripping them out and using his own bullet type connectors.

Saturday 4th - morning 6am TV's on - still getting 771. Called and arranged another service call this time escalated.

Still getting 771 Sunday morning and again Monday morning.

Tuesday 7th - DTV arrive early afternoon - by which time the problem had gone. This time, the tech said he didn't like the coax...

and insisted on changing the coax from the dish through the splitter to the SWM.  This despite the coax being RG-6Q.

He reduced the number of connectors by taking the cable from the dish directly to the splitter and the Coax to the two rooms had enough slack to be able to be connected to the splitter directly. he also changed the LNB as I was initially suspecting overnight moisture. 

He also insisted that the DECA had to be used  as opposed to the HR44 being connected direct via Cat6 to my network, he said the C41 wouldn't work correctly unless it was using MOCA with the DECA - He did however agree that it had nothing to do with the 771 - so I let it pass. 

Long story short - turned the TV's on this morning (Wednesday 6am) - and still getting 771's on some channels inclduing NBC CH4.

So once again escalated and having a 4th DTV visit tomorrow (Thursday).

I suspect that he is now going to complain that the rest of the coax in the house is at fault which I am going to dispute. I laid the RG-6Q coax and Cat 6 when the house was being remodeled and I know it was done right and done carefully.

    

The questions remain - why does it appear to resolve itself by around 9am for most channels then by around 10 - 11 am for some others  then works fine for the rest of the day / evening. 

Any good ideas as to what might be going on?  The HR44 and C41 have not been swapped out. Not much else remains to check.

I haven't posted any satellite numbers as I have to assume that the tech did all these tests on one or more of the previous 3 visits in the past week...  Location is 40 miles NW of Los Angeles.  Is there a specific set of numbers that are key? Why for example is NBC (CH 4) solid 771 when the problem occurs but ABC (CH 7) works just fine.   Another example of a 771 is channel 220 NBCSN  

Any thoughts?

2,285 Views
Message 1 of 17
ACE - Expert

Re: Error 771

Thanks for the detailed information.   Have any of these techs actually done anything at the dish?   Time-of-day issues like this are usually caused by temperature or moisture affecting an exterior connection, or perhaps a defective dish LNB.

Please post back with your signal readings for each satellite's transponders (and both tuners if applicable).  You'll find these readings under "Menu" -> "Setup" -> "System Setup" -> Satellite -> "View Signal Strength".  Note the "+" and "-" symbols next to the "Satellite" and "Tuner" entries where you can toggle the readings between the various satellites and both DVR tuners.

Fill in your readings for each satellite and tuner using these examples.  A properly aligned dish will show 80-90s on most of the relevant transponders (although some will be low or zero):

Satellite transponders (32 total at 101º)

[Most of your standard definition channels are beamed from 101ºW]

1-8    x   x   x   x   x   x   x   x

9-16   x   x   x   x   x   x   x   x

17-24  x   x   x   x   x   x   x   x

25-32  x   x   x   x   x   x   x   x

Satellite transponders (3 total at 110º)

[Not present with Slimline3 dish. No channels are currently beamed from this satellite]

1-8    NA  NA  NA  NA  NA  NA  NA  x

9-16   NA  x   NA  x   NA  NA  NA  NA

Satellite transponders (11 total at 119º)

[Not present with Slimline 3 dish. Local SD channels for some cities, Spanish package]

17-24  NA  NA  NA  NA  NA  x   x   x

25-32  x   x   x   x   x   x   x   x

Satellite transponders (16 total at 99º(s)) [or 99º(b)]

[Local HD channels for some cities]

1-8    x   x   x   x   x   x   NA  NA

9-16   NA  NA  NA  NA  NA  NA  x   x

17-24  x   x   x   x   x   x   x   x

[Note: these can be very slow to appear]

Satellite transponders (14 total at 99º(c)) [or 99º(a)]

[National HD channels]

1-8    x   x   x   x   x   x   x   x

9-16   x   x   x   x   x   x   NA  NA

[Note, these can be very slow to appear]

Satellite transponders (16 total at 103º(s)) [or 103º(a)]

[Local HD channels for some cities]

1-8    x   x   x   x   x   x   NA  NA

9-16   NA  NA  NA  NA  NA  NA  x   x

17-24  x   x   x   x   x   x   x   x

[Note, these can be very slow to appear]

Satellite transponders (16 total at 103º(ca))

[National HD channels beamed from D12 satellite]

1-8    NA  NA  NA  NA  NA  NA  NA  NA

9-16   x   x   x   x   x   x   x   x

17-24  x   x   x   x   x   x   x   x

Satellite transponders (14 total at 103º(cb)) [or 103º(b)]

[National HD channels beamed from D10 satellite]

1-8    x   x   x   x   x   x   x   x

9-16   x   x   x   x   x   x   NA  NA

17-24  NA  NA  NA  NA  NA  NA  NA  NA

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 17
Tutor

Re: Error 771

Yes, the LNB was replaced as I asked if condensation might be the cause.

I will wait till morning when the problem reoccurs to get the satellite numbers.

Right now - for example with the system seemingly working OK.

all the 101 numbers are above 90 except  4,12, and 20 which are 60,60 and 59.

99c all are 79 or greater.

99s - 2 numbers 84 and 96.

103s - 3 numbers - all 100

103ca

09 - 16   77 71 80 70 77 69 78 72

17- 24    79 70 82 73 79 80 83 75

last weekend when the problem was occurring I did the test and saw that 103ca was pretty bad and took a picture - the numbers were

103ca

09 - 16    33 23 37 22 31 19 33 0

17 - 24    33   0 35  0  33  0 32 0

So hence why I say that I will need to get the exact numbers tomorrow morning when the problem reappears.

Message 3 of 17
Expert

Re: Error 771

those numbers are pretty bad.  How is your dish mounted? Where?

Message 4 of 17
ACE - Expert

Re: Error 771

Those readings are way too low.  They should mostly be up in the high 80-90s, including 99(c) and 103(cb).   Please post back all of your readings.   Seems like your dish is not properly aimed.  Or perhaps the dish reflector is damaged assuming the LNB was already replaced. 

How long are your cable runs.

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 17
Tutor

Re: Error 771

Here are the numbers with the system seemingly working OK right now  (5pm)

Satellite transponders (32 total at 101º)

[Most of your standard definition channels are beamed from 101ºW]

1-8      91   95 91   53 92 97 90 98

9-16    91   95 90   51 93 98 91 97

17-24  91 100 91   52 94 98 94 98

25-32  92     0 91 100 94 97 92 98

Satellite transponders (3 total at 110º)

[Not present with Slimline3 dish. No channels are currently beamed from this satellite]

1-8    NA  NA  NA  NA  NA  NA  NA  x

9-16   NA  x   NA  x   NA  NA  NA  NA


Satellite transponders (11 total at 119º)

[Not present with Slimline 3 dish. Local SD channels for some cities, Spanish package]

17-24  NA  NA  NA  NA  NA  x   x   x

25-32  x   x   x   x   x   x   x   x


Satellite transponders (16 2  total at 99º(s)) [or 99º(b)]

[Local HD channels for some cities]

1-8    NA   NA  NA  NA  NA  NA  NA NA

9-16   NA  NA  NA  NA  NA  NA  NA NA

17-24 NA  NA  68   NA  85   NA  NA NA

25-32 NA  NA  NA  NA  NA  NA  NA NA

[Note: these can be very slow to appear]


Satellite transponders (14 total at 99º(c)) [or 99º(a)]

[National HD channels]

1-8    73 68 74 69 71 68 73   68

9-16  69 69 73 67 74 69 NA  NA

[Note, these can be very slow to appear]


Satellite transponders (16 3  total at 103º(s)) [or 103º(a)]

[Local HD channels for some cities]

1-8     NA   NA  NA  NA  NA  NA  NA NA

9-16   NA  NA  NA  NA  NA  NA  NA NA

17-24 NA  NA  98   NA  98   97   NA NA

[Note, these can be very slow to appear]


Satellite transponders (16 total at 103º(ca))

[National HD channels beamed from D12 satellite]

1-8      NA  NA  NA  NA  NA  NA  NA  NA

9-16    60   52   62   47   61   46   63   50

17-24  63   50   70   52   67   49   71   54


Satellite transponders (14 total at 103º(cb)) [or 103º(b)]

[National HD channels beamed from D10 satellite]

1-8     79    73   72   60   74   72   72   62

9-16   74    70   73   67   74   72   NA  NA

17-24  NA  NA  NA  NA  NA  NA  NA  NA

25-32  NA  NA  NA  NA  NA  NA  NA  NA


Cable runs  - dish to splitter - 15 feet

Splitter to SWM 1 foot

Splitter to HR44 30 feet

Splitter to C41 mini genie 15 feet.

When the tech came yesterday (third visit) I was present and there was no attempt to physically check dish alignment externally but he did do these same satellite tests that I am posting above and he said nothing. 

Message 6 of 17
Tutor

Re: Error 771

When you say "Pretty bad" - which from the list are you specifically referring to? 

As I have had 3 visits now in a week with another planned for tomorrow (Thursday) I can't imagine that they are unaware of these numbers...

As for the dish itself it is on the roof about 5 feet from the eves. Perfectly clear line of sight (assuming it is pointing in the correct direction). This is Southern California - not seen a cloud in some time! 

The tech yesterday replaced the LNB (at my request) and he insisted on putting in new RG-6 coax from the dish into the attic to the splitter - about 15 feet (made no difference).

In regards to alignment - is there anything I can check myself ?

Message 7 of 17
Expert

Re: Error 771

your 99 & 103 are really bad.  This is where from of your channels are beamed from.  Tomorrow don't let the tech leave without tis numbers being in the upper 85 or better. don't worry about the 'S" satellites

Message 8 of 17
Tutor

Re: Error 771

Does that suggest a likely alignment problem?

Message 9 of 17
ACE - Expert

Re: Error 771

Like I said, most all of those readings should be up in the high 80-90s, not 60-70s.  Sure looks like the dish just needs proper alignment.  But I'm surprised the previous techs wouldn't have checked that first.   Don't let the next tech leave without verifying those signal readings while he's there.

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 10 of 17
Expert

Re: Error 771

it does to me! Unless the dish is not properly mounted and secured.

Message 11 of 17
ACE - Expert

Re: Error 771

Let us know what the tech discovers.

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 12 of 17
Tutor

Re: Error 771

Still waiting for the tech guy to arrive but as of right now

Here is a  sample right now whilst getting 771 at 8:31 PST.

Satellite transponders (16 total at 103º(ca))

[National HD channels beamed from D12 satellite]

1-8      NA  NA  NA  NA  NA  NA  NA  NA

9-16      0      0   22     0   21    0    25    0

17-24  24      0   32     0   27    0    26    0


As the day goes on they will 'improve' to what I reported yesterday..

Message 13 of 17
Expert
Solution
Accepted by Anonymous
Accepted by Anonymous
‎10-09-2014 8:36 AM

Re: Error 771

it looks to me that you dish may not be properly mounted

Message 14 of 17
Tutor

Re: Error 771

Problem solved.

As suggested it turned out to be a badly mounted dish. The dish was able to flex on the roof as it had not been mounted securely. Early morning, the dish was out of alignment and as the day went on the heat was causing the dish/ roof attachment to flex and putting the dish back into roughly the correct alignment. Hence why I was getting 771 around 7am but it slowly improved as the day went on.

As soon as the tech arrived (9 am) he attached a meter to the coax to the dish and it immediately failed.

Pleased that it is now fixed but it has taken a total of 4 visits in 8 days to get this resolved. The original retail installer really did a pretty poor job.

Thanks for all the suggestions. .    .

Message 15 of 17
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