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HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

Teacher

HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

(I also posted this question in the Whole-Home DVR forum. I'm reposting here in case this is the more appropriate forum to address my problem.)

 

Hello,

 

During the last three weeks (i.e., roughly since the latest software upgrade), I've begun to experience glitches with the DVR controls on my HR34 / Genie box. The glitches manifest themselves in different ways. Sometimes, if I've recorded a show, when I try to watch the show, it will work for about three seconds and then lock up. Sometimes, if I try to pause or rewind live TV, the DVR will let me pause or rewind, but then it will lock up when I try to "play" it. 

 

This is strictly a matter of the DVR controls locking up; I'm not experiencing any problems with the broadcast signal. Also, I'm not getting any error messages, and the box repeatedly passes the "system test" thing.

 

Notably, when I hit the reset button, the glitches go away for about a day. But, they inevitably always recur. So, I find that I've been resetting my box about once a day for the last three weeks. 

 

I've called DirecTV twice about the problem, and they haven't been able to make a permanent fix. (We get the DVR to work during the call, but the problems recur a day later.) The second time, the guy talked me into buying the warranty and having a technician come out. However, I'm having second thoughts about that advice and expense, and I'm inclined to think that this is a problem with the recent software upgrade. 

 

Any thoughts about what the issue might be and how I can troubleshoot it?  

 

I'd welcome your input. Thanks so much.

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Message 1 of 31
Employee

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

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
Teacher

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

Thanks so much for your time. I'll try that tonight.
Message 3 of 31
Employee

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

keep us posted

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 31
Teacher

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

Just to follow up: I ran all of the tests that you recommended, including all of the long ones, and the DVR passed all of them. Unfortunately, today, the DVR froze up again on my wife when she paused a show that she had recorded.

 

That said, here's some additional information that might help to provide some insight re: the problem: My wife did not know how to reset the H34. Also, we have another TV and receiver that we've set up for the "whole home" functionality. So, when the HR34 froze up on my wife, she went to watch her program on our other TV -- and interestingly, she was able to watch the show that she'd recorded just fine on the other TV without any problem, even though the TV and receiver were pulling that show from the HR34. Does that shed any light on the nature of the probem?

 

Also, I neglected to mention last time: When I called DirecTV the second time, the technician thought that there might be a problem with the coax cable or the coax cable connection to the wall or the H34. Is it really possible that that could be the problem? (I'm having trouble seeing "how" that could be the problem, but I'm obviously no expert.)

 

Thanks again for your time and help!

Message 5 of 31
Employee

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

It could also be IR  interference  when it freezes turn off the TV, change the channel.  did the channel changed?  post back with the results 

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 31
Teacher

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

When it froze again, I turned off the television then changed the channel. And yes, the channel changed.

 

Also, just FYI, the dvr freezing issue occurs with three different remotes -- the remote that I received from DirecTV, my Harmony One universal remote, and when I control the dvr using my DirecTV iPad app.

 

Thanks again for your time. 

Message 7 of 31
Expert

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

Using the Directv remote, try going to the setup menu under remote and set the remote for RF operation.

Message 8 of 31
Teacher

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

Good idea. But unfortunately, I tried it, and I encountered the same DVR problems once the remote was reset for RF.

Message 9 of 31
Employee

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

try covering the DVR's IR sensor with a piece of blue painters tape.

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 10 of 31
Contributor

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

Had the same problems on my HR44. Ran the utilities tests in diagnostic mode, and the recordings are looking great! No more freezing/lockups. Ran the short smart test, then started the surface test and then went to bed. Checked all my recording for the day and so far they don't have any problems (hex, hex, hex!!)!!!

 

I cannot believe that not one of the people I spoke with at any support level or any of the technicians who have come to my house have never run those diagnostics and test. 

 

Thanks!Cool

Message 11 of 31
Employee

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

Quote:  or any of the technicians who have come to my house have never run those diagnostics and test. 

 

Thanks!Cool

Tech will never run this test, it too time consuming.

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 31

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

I'm having the same problem! Same symptoms, same time frame.   I just posted my own post as I didnt see this one. I'll try some of the fixes suggested here. 


Message 13 of 31
Employee

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

Quote: Originally Posted by kirkiscool 

I'm having the same problem! Same symptoms, same time frame.   I just posted my own post as I didnt see this one. I'll try some of the fixes suggested here. 



see your answers here

 

http://forums.directv.com/message/11242483#11242483

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 14 of 31
Tutor

Re: HR34 / Genie DVR Functionality Problems (Freezing / Lockup)

you could try backdating software. If i was a tech that came out to your job I would replace the receiver after checking all that you have. and I am a tech for DTV. I myself have experienced some of what you are talking about as well. I have HR34 and I plan to replace with HR44 and would let tech do this if I were you and try it with new RC71 remote. 

Message 15 of 31
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