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Guide Disappears

Guide Disappears

My home has 5 HD DVRs in it.  Due to a lackadaisical and spotty internet connection, the Genie is not an option for us.

About a month ago,the Guide started disappearing on the machines.  Each one was affected, but not always at the same time. However, if it happened while we were out, recordings are missed and tempers flare. :smileysilly:  MOST times, it could be restored by re-booting the units.  Refreshing the service has no effect. 

Since the DVRs were very old, tech support sent out all new units.  They worked perfectly for two hours....until the software updates started hitting.  Since then, the guide has begun disappearing again, and with greater frequency.  When the guide button is hit, all channels read; "Regular Schedule" with no data.  We went to bed with 3 of them working and two without guide, and wake up to one of the ones that DIDN'T have a guide now showing information, and the rest with "Regular Schedule" showing.  The solution is to reboot.

I am well aware that it will take up to 96 hours for a fully deployed Guide, but this is a completely different issue. 

Any ideas?

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Message 1 of 21
Employee

Re: Guide Disappears

Actually it should only take about a day or so for the entire guide.  it sounds like your dish is misaligned.  please post your signal readings

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. If you have a DVR it's important to check BOTH satellite tuners.

Fill in your readings for each satellite and tuner on the new post you create, using the example below as a guide. (The example below is only an example and not a form that will appear in your post unless you "cut" and "paste" it.) 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)
[A few HD channels, also beamed from 99 & 103º]
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)
[Local SD channels for some cities, Spanish package]
17-24 NA NA NA NA NA X X X
25-32X 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
9-16X 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]
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]
1-8 X X X X X X X X
9-16 X X X X X X X X NA NA
17-24 NA NA NA NA NA NA NA NA

Employee Contributor*
*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 21

Re: Guide Disappears

We have had issues with satellite access for quite a while.  That was the main reason for switching to HD DVRs many years ago, because we lost access to the locals on the SD feed. 

If that is what triggers this guide loss, this may be the end of the road for DirecTV at the ole homestead, because installers insist there is no place on the property to get a better signal.  Tis a pity....I've been a loyal customer since 2000, but if my neighbors won't slice off the tops of their inconvenient trees, we may have to go to >>gulp<< cable, with its crappy picture.

Message 3 of 21
Employee

Re: Guide Disappears

so it looks like you are having issues picking up the 119 satellite, since you dont have any SD receivers, you might be able to swap your 5LNB to a 3LNB.  the difference is that the 3LNB gets the guide data from the 103 as opposed from the 119 if you have a 5LNB

Of course, this is speculation on my part since you refused to post your signal readings

Employee Contributor*
*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 21

Re: Guide Disappears

Well, "refused" is a bit harsh.  :smileyshocked:   I have a house full of company with 12 kids of different ages right now, all occupying seats in front of the TVs. If I were to interrupt the movies, Phineas & Ferb and football to go into setup, riots would ensue. 

When we have the house to ourselves, I'll be able to check signal strength.  Thank god for smartphones or we wouldn't be having this conversation.  Off to slice pie for the masses!

Message 5 of 21
Employee

Re: Guide Disappears

well my point was not to offend, sorry.  post those readings when you get a chance.

Employee Contributor*
*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 21
ACE - Expert

Re: Guide Disappears

and FYI you do not need internet for the Genie...

*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 7 of 21

Re: Guide Disappears

Will do! The help is greatly appreciated.

Message 8 of 21
Expert

Re: Guide Disappears

Be sure and post those signals.  If the suspicion that it may be just the 119 that is weak, then the offered correction will fix your problem.

Message 9 of 21

Re: Guide Disappears

Ladies and Gentlemen:

I still have a house full of company, so I hope that you will enjoy this way of viewing the readings.  Each screen shows for approximately five seconds, and you may pause to examine more carefully.  And please ignore the penguin wearing a scarf seen in the bottom left of some pictures. 

Satellite feed - YouTube

Message 10 of 21

Re: Guide Disappears

Dropbox - New folder here... try this.  it's a folder containing pictures of the signal strength screens. The 119 is completely non-existent.

Message 11 of 21
Employee

Re: Guide Disappears

Can you also confirm that you have a 5LNB?

Employee Contributor*
*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 12 of 21

Re: Guide Disappears

I know that in set-up, I choose (04) Slimline 5 with a multi-switch. It's

been so long since the install that I truly can't remember.

Message 13 of 21
Scholar

Re: Guide Disappears

Several issues here.  Your signal levels on the 101, 99, & 103 satellites are a little off, and could stand some fine tuning.  Signal on the 110 on 1 of 2 tuners is confusing but irrelevant, due to your complete lack of signal on the 119.

Replacement of your current Slimline 5 LNB (three feedhorns) with a new Slimline 3 LNB (one feedhorn), and repeating satellite setup on each of the receivers to the new Slimine3 ODU setup, should eliminate your Guide Data issues.

If your dish is easily accessible, it is an easy swap. Here is an example of the LNB you need.

http://www.solidsignal.com/pview.asp?mc=02&p=SL3&d=DIRECTV-SL3-SlimLine-Four-Out-KaKu-Slim-Line-LNB-... Dishes&sku=

Good Luck!!

Message 14 of 21
ACE - Expert

Re: Guide Disappears

What's your zip code?

*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 15 of 21
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