New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

As of this past Monday afternoon, we switched from Time Warner Cable to DirecTV, with a Genie server in the living room, and 4 Genie clients in other rooms.

Already, I've had to reset the server twice.

The first time, the clients refused to respond to their remotes, and displayed either random programming, random menus, or blank screens, and the picture (but not the sound) on the server TV froze until I reset the server. Resetting the clients had little effect, and no usable effect.

Tonight, the server continued in normal operation, but the clients displayed blank screens, and once again refused to respond to their remotes (or the front-panel power button), and again, resetting them had no effect. When I reset the server, one of the two clients active at the time displayed a channel information frame over a blank screen, before going to a "searching for servers" screen; the other went directly to the searching screen.

Both occasions were between 7:00 and 7:30 PM, PDT.

I've entered substantially the same information on the troubleshooting email contact form.

Somebody please help?

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Message 1 of 64
Expert

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

Here's something that will often correct such problems.  Do a red button (inside card door) reset of the Genie.  While it's resetting, do a red button reset of all four clients.  They will exhibit a "cannot find server" until the Genie resets, then they should connect.  This will provide a fresh configuration to the entire system.

Note that if the problem continues you are eligible for a service call at no charge due to the newness of your installation.

Message 2 of 64

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

Duly noted; I'll try that when the opportunity presents itself

************

More information: Today, my father found that the client TV was getting nothing. So he turned on the server TV, and then, a short time later, the client TV was behaving normally.

Message 3 of 64
ACE - Expert

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

Verify that none the DirecTV boxes are being switched on/off with the TV.  Some "smart" power strips will do that and cause all sorts of issues as the DirecTV box reboots everytime the power cycles.

*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 4 of 64

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

There are no "smart" power strips anywhere in the house, and my understanding is that in the "Genie" system, the client and server boxes all remain partially powered up so long as power is applied, and never completely shut down.

One other possible piece to the puzzle: This morning, I turned on the kitchen TV and its client (with the server TV off and its box sleeping), and the last channel viewed came right up. I switched to some of the channels we commonly watch, and found that Food Network, Cooking Channel, and HGTV all came up find, but HGTV-DIY (right in that same block, but not one we watch frequently) just showed a channel information frame over a blank black screen.

Message 5 of 64

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

Bumping the thread, with some additional information:

It seems that every time the Genie server has gone insane, the kitchen client (feeding a Polaroid TLAC02255 TV through HDMI) was on, and the first time it happened, it happened almost immediately after turning it on. We've had two of the other clients on with some regularity, without driving the server insane, and while we've occasionally had the kitchen client on without problems, we've never had the problem without the kitchen client being on.

The remote control interface is less than perfect: to turn both the TV and the box off, one has to press the combined-ON button first (turning off the TV), then the combined-OFF button (turning off the client box).

And when it was hooked up, the installer had three strands of coax going into the kitchen: two fairly decent foil-shielded-with-drain-wires RG6s, and one cheap RG59, and for some unknown reason, he chose the RG59.

Also, a point of information: we have, as I said in the original post, four clients, and I'm told that only three can be active at any given time. What exactly happens if three clients are active, and a fourth is turned on?

Message 6 of 64
Teacher

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

Remember you can only run 3 clients at a time. If you turn on a fourth it's gonna bump one.

Message 7 of 64
Teacher

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

If you need all 4 other TV's sometimes you'll need to call within 7 days of the install and have them do a correction order and change 1 to a H25.

Message 8 of 64
Expert

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

Did you ever run the multiple reset I suggested on August 17th?

Message 9 of 64

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

Because we've been avoiding turning on the kitchen TV lately, it's only gone insane once, and I wasn't around. Should I try it sometime when it's not malfunctioning?

And my understanding is that your "reset everything at once" idea would involve all 4 clients being turned on at the same time; how does that work given that the server can only support three at a time?

Message 10 of 64
Employee

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

Not true at all.  turning the 4th will NOT bump one off but rather will get a message stating that there are too many TV's on and one will have to be turn off
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 11 of 64

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

So far as I know, the only reason why we might need DirecTV on all 5 screens at once would be the "reset everything at once" suggestion from "dcd." And unfortunately, "within 7 days of the install" came and went over a week ago.

Message 12 of 64

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

Latest development: at present the main TV on the server box is working, but the client TVs all show a completely blank black raster. Tried the reset button on a client box; after "searching for servers," it went back to the blank black screen.

Right at this moment is not a good time for the "reset everything at once" gambit suggested by "dcd"; should be able to try it later tonight or early tomorrow morning.

Message 13 of 64

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

(Nearly four hours later)

One client TV was showing a picture again, two were still showing a blank black raster, fourth (mother's bedroom) unknown.

Reset the server box, and reset three of the four client boxes (again, except mother's bedroom) while the server box was resetting. Picture on server TV and all three client TVs in reset. Status of fourth client TV unknown at this time.

It appears to me that my father was talked into a Genie-based system: we have precisely zero interest in DVR functionality (it's been well over a year since there was anything on television worth recording, and in the unlikely event we did want to record something, we would do so on physical media), and precisely zero interest in cutting edge technology (I use a dial-up internet connection, by my own choice, and nobody here owns a smartphone of any pedigree). When we had cable, we had basic service only (every channel we watched was tunable without the use of an STB; the only reason we even had one was that there would have been a surcharge for not having a box; we've never once used PPV, and have not had any premium channels for at least 20 years; if it weren't for Food Network and HGTV, we'd have gone back to an antenna). What we want is robust, mature technology. Is there another DirecTV configuration that would suit our needs better?

Message 14 of 64
Expert

Re: New installation (with Genie server and 4 clients), and I've already had to reset the server twice in 4 days

Concentrating on paragraph one of your latest post.  Are we to interpret this as having fixed your problem?  At least on three of the Client boxes?  Upon installation or during a power outage or software update, it sometimes results in a mis configuration of the Whole Home system.  The multiple reset causes the boxes to establish a fresh configuration.

Message 15 of 64
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