HDDVR extremely slow response

Contributor

HDDVR extremely slow response

We have an HDDVR (HR22-100) that, up to about two weeks ago worked fine. Now if the GUIDE button is pressed, it can take more than 1 minute to respond. It has sometimes just hung with a blank screen displayed for several minutes, until I turned the DVR off and on. Then it works OK for a while. I have changed the remote batteries, but that didn't help. I see from other posts in the forum, that there is a diagnostic function. Please let me know how to use that.

Message 1 of 31
Employee

Re: HDDVR extremely slow response

you can do two things

first do an Smart Search of CLEARMYBOX and see if that helps

2.

Run the Built in Self-test (BIST) to try and repair your hard drive. To run the hard drive checks, please follow these steps:

* Reboot DVR via red button inside card door.

* When you see "Running receiver self-check" press select

* You will see "Entering Diagnostics Mode..."

* Select Advanced Tests Menu -> Hard Drive utilities -> Short Smart test

You can also run the file test, and the DVR can sometimes repair a bad file report.

* If the other tests pass, run the surface test.   Warning: This process could take several hours to complete. You may want to run it overnight.

The good news is that every attempt is made to save programming. This is less destructive than a reformat all and could provide you with a more stable system if you are having problems that appear to be related to the hard drive. 

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 31
Contributor

Re: HDDVR extremely slow response

I have an HR34-700 with the same problem.

DirecTV told me this morning they are aware of the problem and are working on a fix.

Message 3 of 31
Contributor

Re: HDDVR extremely slow response

I had the same problem with my HR22-100, and Directv sent me a "new" receiver, (a HR22-200). This receiver does the same thing. It takes up to 2 or 3 minutes just to change the channels. This is not acceptable. I been a Directv customer for 14 years, and I think I deserve better service than that.

Message 4 of 31
ACE - Master

Re: HDDVR extremely slow response

First, for bobbyg47, there is a fix for the HR34 problem in the latest software which is being rolled out progressively. What software release do you have?

Second, for johnt, this is not normal behavior for the Hr22.  And since it's been the same with two DVRs, that points to a problem in your installation.  One common problem is IR interference, if you have an LCD TV with backlight it might be generating high levels of IR and this overloads the IR sensor in the DVR. If you have a remote that does RF (it will have an FCC sticker on the back) try switching to RF. If not, just moving the HR22 or covering its IR sensor with blue painter's tape (yes, this actually works!)  or turning the backlight down can often solve the problem.

Te demonstrate if Ir is the problem, disconnect the TV from power, then change channels using the remote, then connect the TV to power again. See if the channel has changed. If it has, that points to IR interference.

If that shows it's an IR issue, you need to get an RF-capable remote (from DirecTV, or vendors like Solid Signal).

There are other things that can cause this problem but post back when you have checked out the IR interference possibility,.

*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 31
Mentor

Re: HDDVR extremely slow response

Hi - thought I would add to this discussion because of my frustration and to vent a little.  I also have a HR22/100 DVR receiver that has been extremely slow to completely non-responsive for right at 2 months now.  It had been working fine for quite some time on the same TV up until new software was downloaded on 20 Aug.  So I do not believe the IR issue/problem you describe for 'johnt' would be a factor in my case, as I said it had been working fine for some time on the same TV set.  I've talked to DirecTV "specialists" probably at least 3 or 4 times now, and they said the software issue was affecting all DVR receivers regardless of the model, as they all apparently use the same software.  A new software which I assume was supposed to be "THE FIX" just FINALLY downloaded on my receiver on 16 Oct (a few days ago), and my receiver basically still does NOT work.  So that tells me the technical people at DirecTV don't have a clue as to what they are doing or how to fix the problem.  I guess what baffles me is that they know the software version prior to the 20 Aug download was good, so why on earth can't they just roll back to that software?  I've been a DirecTV customer since they bought out Primestar years ago (probably 15 to 20 years now); but I'm going to give them about 2 more weeks and if the problem is still not fixed (i.e., they come up with a compatible DVR receiver/software combo that works), as much as I hate to - I'm going to have to switch over to Dish or the local cable company.  I'm not going to keep paying over a $100 a month for a receiver that does not work! . . . I just wonder what DirecTV is telling new customers that want a DVR receiver - knowing full well that as of right now they apparently cannot provide a working unit?  Well, I guess I feel a little bit better nowSmiley Happy   

Message 6 of 31
Contributor

Re: HDDVR extremely slow response

I am having the same issue, for the same amount of  time.  I have contacted DirectTV twice for this issue, and even had an update downloaded on about October 9th, but this did not correct anything that I can tell.  The people I have spoken to seem to have been hearing about this issue for some time.  Someone needs to fix their software.    

I am totally frustrated.  Right now, I cannot get the menu to come up.  Heck, I cannot get the DVR to even turn off, at the moment!

Message 7 of 31
ACE - Expert

Re: HDDVR extremely slow response

That certainly sounds like a different problem, xericmomma.  Best to start your own new thread here with more details about your equipment (model numbers, etc), and the troubleshooting you've tried so far.

*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 8 of 31
Mentor

Re: HDDVR extremely slow response

Sorry to hear that, but based on my interpretation of what DirecTV has been telling me, everybody that has a DVR receiver, regardless of make, model, age of receiver, etc, should be having this same problem. That has to be a ton of people. If there happens to be anybody out there that has a DVR receiver that is not experiencing this problem, I wish they would chime in here and let everybody else know what make, model of receiver, and the software version they are using – so the rest of us could demand DirecTV switch us over to that particular working combo! IT IS DEFINITELY GETTING OLD! In all the years I’ve had DirecTV, I won’t say I haven’t had my share of problems before; but I don’t recall ever having an issue/problem quite like this – where it has gone on and on and on and on (over 2 months now - well I don’t have to tell you). J

Message 9 of 31
ACE - Expert

Re: HDDVR extremely slow response

srtowens,

None of my four HD DVRs have this problem, including my HR22.   The Oct 16 fix was for the HR34 Genie DVRs, which did have a software bug that affected the vast majority of folks with that model HD DVR.   Something else is wrong with your HR22.  It's not a software bug, despite what the CSRs are saying. 

*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 31
Tutor

Re: HDDVR extremely slow response

My receiver was exhibiting the same symptoms, so I tried the CLEARMYBOX suggestion.  The receiver seems to be working OK now (knock on wood).

Message 11 of 31
Mentor

Re: HDDVR extremely slow response

That’s good to hear, but I hate to say this - ‘don’t get your hopes up that it will last for any time’. Seems like the first time I tried it, probably over a month ago now, it did seem to restore the responsiveness at least partially (and to an acceptable level) for maybe 2 or 3 days at most. But then it went back to being totally non-responsive. After doing it multiple times I essentially found out the returned responsiveness only lasts approximately 12 to 24 hours max. So essentially I have been doing the ‘Clearmybox’ reset on a daily basis now for at least a month or more in order to retain any kind of acceptable responsiveness. My problem started with the 20 Aug software change. DirecTV finally sent out a new software update a few days ago on Oct 16th (the download date on my receiver anyway), and it hasn’t helped a bit. I’m tired of the daily reset requirement just to keep the thing half-way functioning and am not going to keep paying for a non-functioning receiver – so I’ve decided if it’s still not working properly come 1 Nov – I’m moving on to somebody else whether it be Dish or the local cable company. If DirecTV cannot properly diagnose and fix a problem after 2 months or longer, well I guess I just don’t have the patience to continue waiting. I say 2 months “or longer” because I think I’ve seen some posts on this same topic/issue/problem with the HR22-100 receiver dating back to July or earlier.

Message 12 of 31
Mentor

Re: HDDVR extremely slow response

At this point I don’t know what the problem is and apparently DirecTV still cannot figure it out. All I know is that it had been working fine on the same TV for quite awhile. Then a new software upgrade was downloaded on 20 Aug, and it was no longer working properly and has not since then. Just a random coincidence, maybe, but I suspect not. At this point I also don’t really care anymore. I’m going to give it one more week, i.e., to the end of the month, then I’m saying ‘goodbye’ to DirecTV!

Message 13 of 31
ACE - Expert

Re: HDDVR extremely slow response

Have you asked DirecTV to replace your HR22?  I'm guessing you actually have a hard drive or some other hardware problem causing your symptoms.   Usually they'll replace defective equipment for $20, free if you have their Equipment Protection Plan.

*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 14 of 31
Tutor

Re: HDDVR extremely slow response

I'd probably do that as a last resort, since I've got a lot of stuff recorded that I'd like to keep, and I haven't had time to transfer it to DVD's.

Message 15 of 31
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