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Posted Jun 29, 2013
11:10:52 AM
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Genie randomly freezes during playback of recorded shows

I have a single Genie (HR34/700) with the latest software updates (6/14). I have a single TV, so I do not have any of the mini units. The unit is connected to the internet, however I do not stream. I've done the reset which I've seen mentioned as well.


During the playback of recorded shows, the playback will will randomly freeze. Once the video abruptly stops, pressing Play on the remote does not start the video again. Instead, I have to press the fast forward once, sometimes twice, or press skip to get past that point in the video. Once I do that, then the video is fine -- until it happens again later in the recording.


If I skip a bad spot, press rewind to go back before it and then click play -- it will freeze again on the same spot.


During a playback of an hour long show, it happened 13 times -- which was kind of the straw that broke the camels back. We've had the Genie for about a month now and have had these same playback issues since day 3 (once we had some shows recorded).

I have a single Genie (HR34/700) with the latest software updates (6/14). I have a single TV, so I do not have any of the mini units. The unit is connected to the internet, however I do not stream. I've done the reset which I've seen mentioned as well.


During the playback of recorded shows, the playback will will randomly freeze. Once the video abruptly stops, pressing Play on the remote does not start the video again. Instead, I have to press the fast forward once, sometimes twice, or press skip to get past that point in the video. Once I do that, then the video is fine -- until it happens again later in the recording.


If I skip a bad spot, press rewind to go back before it and then click play -- it will freeze again on the same spot.


During a playback of an hour long show, it happened 13 times -- which was kind of the straw that broke the camels back. We've had the Genie for about a month now and have had these same playback issues since day 3 (once we had some shows recorded).

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Jun 30, 2013 4:57:05 PM
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ACE - Professor

Yep, replacement is about all I can recommend, too.  Keep us posted.  

*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.
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Genie randomly freezes during playback of recorded shows

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Jun 29, 2013 11:31:49 AM
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ACE - Professor

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. 

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. 

*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.

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Jun 30, 2013 10:04:49 AM
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I ran all of the advanced internal harddisk tests (including the surface test and long SMART test) last night and everything passed -- no errors were found on the harddisk.

The bad news is the issue still exists -- playback freezing, having to skip past the bad spot to continue watching, going back and playing it will stop at the same point again.

Any other suggestions?

I ran all of the advanced internal harddisk tests (including the surface test and long SMART test) last night and everything passed -- no errors were found on the harddisk.

The bad news is the issue still exists -- playback freezing, having to skip past the bad spot to continue watching, going back and playing it will stop at the same point again.

Any other suggestions?

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Jun 30, 2013 10:12:31 AM
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ACE - Professor

Is this happening on all channels?  Which one(s)?  

We've seen this problem posted from several cities with NBC station issues. 

It could also be a reception issue ....

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

Satellite transponders (9 total at SWM)

[You'll only see this if you have a Single Wire Multiswitch (SWM) dish]

1-8    x   x   x   x   x   x   x   x

9-16   x   NA  NA  NA  NA  NA  NA  NA

Is this happening on all channels?  Which one(s)?  

We've seen this problem posted from several cities with NBC station issues. 

It could also be a reception issue ....

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

Satellite transponders (9 total at SWM)

[You'll only see this if you have a Single Wire Multiswitch (SWM) dish]

1-8    x   x   x   x   x   x   x   x

9-16   x   NA  NA  NA  NA  NA  NA  NA

*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.

Re: Genie randomly freezes during playback of recorded shows

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Jun 30, 2013 10:36:17 AM
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History HD, HGTVHD and Food Network HD -- although those tend to be the primary channels that I record -- so it could be happening on others as well.

I ran the satellite transponder test (32 total @ 101 degrees) and everything looked reasonable. I also tested the different tuners and they had similar numbers (#26 was always 0). When testing the signal strength, all were 95%.

1-8 95 96 93 98 95 98 94 99

9-16 95 96 95 98 96 98 95 98

17-24 95 79 95 98 96 99 96 99

25-32 96 0 95 86 97 99 96 100

History HD, HGTVHD and Food Network HD -- although those tend to be the primary channels that I record -- so it could be happening on others as well.

I ran the satellite transponder test (32 total @ 101 degrees) and everything looked reasonable. I also tested the different tuners and they had similar numbers (#26 was always 0). When testing the signal strength, all were 95%.

1-8 95 96 93 98 95 98 94 99

9-16 95 96 95 98 96 98 95 98

17-24 95 79 95 98 96 99 96 99

25-32 96 0 95 86 97 99 96 100

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Jun 30, 2013 12:56:56 PM
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ACE - Professor

Also need to see the readings from the 99 and 103º satellites (they beam your HD channels).

Also need to see the readings from the 99 and 103º satellites (they beam your HD channels).

*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.

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Jun 30, 2013 1:34:56 PM
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Here's the complete list of satellites. Again, appreciate your help thus far.


103:

1-8 95 96 93 98 95 98 94 99

9-16 95 96 95 98 96 98 95 98

17-24 95 79 95 98 96 99 96 99

25-32 96 0 95 86 97 99 96 100

99 (c):

1-8 89 90 89 86 85 86 88 86

9-16 85 86 88 83 89 87 -- --

17-24 --

25-32 --

99 (s):

1-8 74 0 74 0 73 0 -- --

9-16 -- -- -- -- -- -- 97 0

17-24 100 100 0 0 61 64 97 95

25-32 --

103 (s):

1-8 0 0 0 0 -- -- -- --

9-16 -- -- -- -- -- -- 100 51

17-24 100 100 51 56 0 0 100 99

25-32 --

103 (ca):

1-8 --

9-16 88 86 93 88 84 82 89 88

17-24 82 81 90 87 82 80 90 88

25-32 --

103 (cb):

1-8 92 91 91 85 85 88 89 85

9-16 85 87 88 85 86 86 -- --

17-24 --

25-32 --

SWM:

1-8 100 100 100 99 100 100 95 95

9-16 95 -- -- -- -- -- -- --

17-24 --

25-32 --

Here's the complete list of satellites. Again, appreciate your help thus far.


103:

1-8 95 96 93 98 95 98 94 99

9-16 95 96 95 98 96 98 95 98

17-24 95 79 95 98 96 99 96 99

25-32 96 0 95 86 97 99 96 100

99 (c):

1-8 89 90 89 86 85 86 88 86

9-16 85 86 88 83 89 87 -- --

17-24 --

25-32 --

99 (s):

1-8 74 0 74 0 73 0 -- --

9-16 -- -- -- -- -- -- 97 0

17-24 100 100 0 0 61 64 97 95

25-32 --

103 (s):

1-8 0 0 0 0 -- -- -- --

9-16 -- -- -- -- -- -- 100 51

17-24 100 100 51 56 0 0 100 99

25-32 --

103 (ca):

1-8 --

9-16 88 86 93 88 84 82 89 88

17-24 82 81 90 87 82 80 90 88

25-32 --

103 (cb):

1-8 92 91 91 85 85 88 89 85

9-16 85 87 88 85 86 86 -- --

17-24 --

25-32 --

SWM:

1-8 100 100 100 99 100 100 95 95

9-16 95 -- -- -- -- -- -- --

17-24 --

25-32 --

Re: Genie randomly freezes during playback of recorded shows

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Jun 30, 2013 3:10:23 PM
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ACE - Professor

Those signal readings look fine. 

Running out of ideas.  How is your Genie connected to your home network?  Does the problem go away if you disconnect the Genie from your home network?

Those signal readings look fine. 

Running out of ideas.  How is your Genie connected to your home network?  Does the problem go away if you disconnect the Genie from your home network?

*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.

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Jun 30, 2013 3:22:06 PM
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It's connected through an ethernet cable -- although I don't watch the shows on any other device. I've also tried disconnecting it from the home network all together and the issue still happens.

Going to call them to tell them to send me a new unit -- wife wants to dump it all together saying the old DirecTV DVR was "just fine".

Thanks again for your help.

It's connected through an ethernet cable -- although I don't watch the shows on any other device. I've also tried disconnecting it from the home network all together and the issue still happens.

Going to call them to tell them to send me a new unit -- wife wants to dump it all together saying the old DirecTV DVR was "just fine".

Thanks again for your help.

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Jun 30, 2013 4:57:05 PM
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ACE - Professor

Yep, replacement is about all I can recommend, too.  Keep us posted.  

Yep, replacement is about all I can recommend, too.  Keep us posted.  

*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.

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Jul 4, 2013 10:46:22 AM
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Apparently the channel it was happening on was limited to the History HD channel, as we never saw a pause on the other channels.

Had the unit replaced yesterday -- so far so good. With the Genie receiver, there is also now a power unit to power the dish (or something like that). This installer added some additional box between the power brick and the cable -- no idea what it was, but he said the original installer didn't put this box which they always use.

Apparently the channel it was happening on was limited to the History HD channel, as we never saw a pause on the other channels.

Had the unit replaced yesterday -- so far so good. With the Genie receiver, there is also now a power unit to power the dish (or something like that). This installer added some additional box between the power brick and the cable -- no idea what it was, but he said the original installer didn't put this box which they always use.

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Jul 9, 2013 7:02:45 PM
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I am having identical symptoms to the freezing during recording/having to FF a few frames to get going again, on multiple channels.  I have had two Directv service calls in the last week and am on my third Genie HR34/700 to fix the problem.  There are so many posts about this, it has to be a widespread hardware/software design flaw.

Can we please be honestly informed whether Directv has determined a hardware/software issue and if they are working to fix it for everyone without dealing with one user at a time, putting them through dozens of tests and procedures that don't remedy the issue.  FYI, I have tried every remedy mentioned in the various posts, and the tech has confirmed adequate signal strength.

I am having identical symptoms to the freezing during recording/having to FF a few frames to get going again, on multiple channels.  I have had two Directv service calls in the last week and am on my third Genie HR34/700 to fix the problem.  There are so many posts about this, it has to be a widespread hardware/software design flaw.

Can we please be honestly informed whether Directv has determined a hardware/software issue and if they are working to fix it for everyone without dealing with one user at a time, putting them through dozens of tests and procedures that don't remedy the issue.  FYI, I have tried every remedy mentioned in the various posts, and the tech has confirmed adequate signal strength.

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Jul 9, 2013 7:15:17 PM
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Just curious -- what channel does it happen for you on? For me, it only appears to be the History HD channel.

Just curious -- what channel does it happen for you on? For me, it only appears to be the History HD channel.

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Jul 9, 2013 7:41:07 PM
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CNN

Food Network.

Sent from my iPhone

CNN

Food Network.

Sent from my iPhone

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Jul 10, 2013 12:09:53 PM
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I have the same problem on multiple channels HBO, Starz, Showtime, FX, History,MTV and the list goes on and on so I dont think its a channel issue!! I can watch the program live as it records and there is no problems but later I go to watch the recording of the same show and it will freeze and the only fix is to fast forward a bit.. But what is even more strange than that is I can watch the same recording again later and have no freezing issues!! Its so random I dont get it and I have read many post and ran the test I have all good signals and no hard drive issues. I have seen a lot of people who say they are on their 3rd and 4th Genies because of this issue. So for now I will not be trading out my box because as it does not fix the problem it will only give more because I will loose all my recordings and have to resetup all my recording schedule's..

I have the same problem on multiple channels HBO, Starz, Showtime, FX, History,MTV and the list goes on and on so I dont think its a channel issue!! I can watch the program live as it records and there is no problems but later I go to watch the recording of the same show and it will freeze and the only fix is to fast forward a bit.. But what is even more strange than that is I can watch the same recording again later and have no freezing issues!! Its so random I dont get it and I have read many post and ran the test I have all good signals and no hard drive issues. I have seen a lot of people who say they are on their 3rd and 4th Genies because of this issue. So for now I will not be trading out my box because as it does not fix the problem it will only give more because I will loose all my recordings and have to resetup all my recording schedule's..

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Jul 16, 2013 3:15:48 PM
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I have the same problem.

I have had Directv provide new receiver.  Didn't fix problem.  Directv came out and replaced all the cabling and dish (Tier 3).  Didn't fix the problem.  The technician's have been great and are seeing this issue with many Genie receivers.  I have another non Genie receiver and have no issues with this receiver so there is a problem but is it a software issue or hard drive issue.  I have been told it's a software issue but the software isn't being pushed to the receivers in my area yet and they can't tell me when it will be pushed either...  Not happy with Directv.  Asked for just the 2 tuner DVR to repalce the Genis but it will extend my commitment with Directv.  Wasn't happy with their answer since the problem is with the Genie and this is why I upgraded to get the Genie, so why should I have a commitment if the problem is with Directv!

I have the same problem.

I have had Directv provide new receiver.  Didn't fix problem.  Directv came out and replaced all the cabling and dish (Tier 3).  Didn't fix the problem.  The technician's have been great and are seeing this issue with many Genie receivers.  I have another non Genie receiver and have no issues with this receiver so there is a problem but is it a software issue or hard drive issue.  I have been told it's a software issue but the software isn't being pushed to the receivers in my area yet and they can't tell me when it will be pushed either...  Not happy with Directv.  Asked for just the 2 tuner DVR to repalce the Genis but it will extend my commitment with Directv.  Wasn't happy with their answer since the problem is with the Genie and this is why I upgraded to get the Genie, so why should I have a commitment if the problem is with Directv!

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Jul 17, 2013 11:37:22 AM
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I have the exact same problem! They told me that a software fix would be sent over the air and take about a week. It's been 2 weeks now so we called again. Customer service wants to send a tech out to check the box but want to charge me for the service call, that is unless I enroll in a service plan for $7.95/month. This is highway robbery! We are leasing the Genie box's so we shouldn't have to pay for a service call on THEIR box! The cable companies will replace their box for free so this should be the same deal. We don't own the box, Direct TV does, we're just leasing it from them. I'm going to cancel the service call and try customer service one more time! I'm very frustrated and I too converted from cable to DT primarily for the Genie! Not happy!

I have the exact same problem! They told me that a software fix would be sent over the air and take about a week. It's been 2 weeks now so we called again. Customer service wants to send a tech out to check the box but want to charge me for the service call, that is unless I enroll in a service plan for $7.95/month. This is highway robbery! We are leasing the Genie box's so we shouldn't have to pay for a service call on THEIR box! The cable companies will replace their box for free so this should be the same deal. We don't own the box, Direct TV does, we're just leasing it from them. I'm going to cancel the service call and try customer service one more time! I'm very frustrated and I too converted from cable to DT primarily for the Genie! Not happy!

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Jul 17, 2013 11:49:33 AM
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I called Directv tech support again yesterday to see if they would send me an HR44, since the 3 HR34/700's they gave me haven't done anything to fix the problem except cause me to lose a 1/2 day of work each time a tech comes out. At first, the phone tech told me he had never heard of this problem and that it wasn't a known issue to Directv...when I suggested he look at all the posts on the forum, he said they were not allowed to view the Internet...great. The call was escalated to a case manager who told me a tech would have to come out another two times to "try things that haven't occurred to any of us" before they would give me new hardware. He also told me they were having similar calls with the HR44 because it was a software problem common to both models (so why does a tech need to come out if they know that). I am just going to pass and hope they push out a software fix soon.

Pretty disgusted as well. I also noticed that the Directv guy responding to these posts has stopped responding.

I called Directv tech support again yesterday to see if they would send me an HR44, since the 3 HR34/700's they gave me haven't done anything to fix the problem except cause me to lose a 1/2 day of work each time a tech comes out. At first, the phone tech told me he had never heard of this problem and that it wasn't a known issue to Directv...when I suggested he look at all the posts on the forum, he said they were not allowed to view the Internet...great. The call was escalated to a case manager who told me a tech would have to come out another two times to "try things that haven't occurred to any of us" before they would give me new hardware. He also told me they were having similar calls with the HR44 because it was a software problem common to both models (so why does a tech need to come out if they know that). I am just going to pass and hope they push out a software fix soon.

Pretty disgusted as well. I also noticed that the Directv guy responding to these posts has stopped responding.

Re: Genie randomly freezes during playback of recorded shows

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Jul 17, 2013 12:12:43 PM
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Just upgraded to the Genie last week and have the same problem with the freezing during playback.  They have sent up a new unit which we haven't installed yet, but after reading this forum I am thinking it is not going to solve the problem.  Today I was watching the original unit playback and it froze again.  When it does this there is no way to make it do anything and we have been resetting it.  This time I just walked away and it reset itself.  This happens on playbacks from every station.  I doubt it has anything at all to do with what station the recording is from.  It is the playback function that is failing.

Just upgraded to the Genie last week and have the same problem with the freezing during playback.  They have sent up a new unit which we haven't installed yet, but after reading this forum I am thinking it is not going to solve the problem.  Today I was watching the original unit playback and it froze again.  When it does this there is no way to make it do anything and we have been resetting it.  This time I just walked away and it reset itself.  This happens on playbacks from every station.  I doubt it has anything at all to do with what station the recording is from.  It is the playback function that is failing.

Re: Genie randomly freezes during playback of recorded shows

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Jul 17, 2013 3:23:44 PM
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There is no DirecTV guy here.  we are all customers like yourself

There is no DirecTV guy here.  we are all customers like yourself

*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.

Re: Genie randomly freezes during playback of recorded shows

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Jul 18, 2013 1:32:04 PM
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I'm experiencing the same problems but I don't have the Genie; we have the regular HD DVRs (2 of them). To me it doesn't appear to be a Genie thing, as we're experiencing random freeze-ups and network disconnects when watching recorded shows in one room when the recorded content is on the other room's receiver. Every 15-45 minutes we get the disconnect, each 30-minute show has 1-2 disconnects, an hour show can have up to 3 or 4.

Some are thinking it's a hardware/receiver issue; perhaps, but two things I've noticed on our part that eliminate that as a suspect: 1) we've had the same HD DVR boxes since we signed up with DTV back in Dec '10 but we only began experiencing these problems after we moved to NC from TN a month-and-a-half ago, 2) I had our Master Bedroom receiver replaced yesterdayand we still experience it (I strongly suspected it as the culprit because everything pointed to it, plus it began powering on by itself at random times).

Per a DTV tech rep request I called my ISP (TWC) to confirm my internet speed, as she said slow speeds can cause problems. I have 30 mbps download and 5 mbps upload.

Currently, I've totally disconnected the ethernet cable between our Living Room HD DVR and Connection Kit to see if that makes a difference. I realize I won't have access to VOD but this is only to see if this alleviates freeze-ups and network disconnects. Just trying it in an effort to isolate the problem.

EDIT: still getting same network disconnections while watching recordings when ethernet cable is disconnected.

I'm experiencing the same problems but I don't have the Genie; we have the regular HD DVRs (2 of them). To me it doesn't appear to be a Genie thing, as we're experiencing random freeze-ups and network disconnects when watching recorded shows in one room when the recorded content is on the other room's receiver. Every 15-45 minutes we get the disconnect, each 30-minute show has 1-2 disconnects, an hour show can have up to 3 or 4.

Some are thinking it's a hardware/receiver issue; perhaps, but two things I've noticed on our part that eliminate that as a suspect: 1) we've had the same HD DVR boxes since we signed up with DTV back in Dec '10 but we only began experiencing these problems after we moved to NC from TN a month-and-a-half ago, 2) I had our Master Bedroom receiver replaced yesterdayand we still experience it (I strongly suspected it as the culprit because everything pointed to it, plus it began powering on by itself at random times).

Per a DTV tech rep request I called my ISP (TWC) to confirm my internet speed, as she said slow speeds can cause problems. I have 30 mbps download and 5 mbps upload.

Currently, I've totally disconnected the ethernet cable between our Living Room HD DVR and Connection Kit to see if that makes a difference. I realize I won't have access to VOD but this is only to see if this alleviates freeze-ups and network disconnects. Just trying it in an effort to isolate the problem.

EDIT: still getting same network disconnections while watching recordings when ethernet cable is disconnected.

Re: Genie randomly freezes during playback of recorded shows

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Jul 24, 2013 7:18:01 PM
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Hey guys DTV technician here:. I've been to many customer's homes since the advent of whole home DVR or MRV (Multi Room Viewing), and have noticed the same issue again and again. To be perfectly frank there is really only 3 things that can go wrong with a DTV system: dish, cable or receiver...in a perfect world. As strange as it sounds, I have found that many times the issue with MRV is caused by an electrical issue in my customer's home. I wouldn't necessarily jump to that conclusion immediately, but it is possible. For those who've recently upgraded to the Genie, I would contact DTV customer care and request a service call (most installation companies guarantee their work for a certain time frame, so the visit should be free.) If after the service tech checks the big 3 (dish, cable and box) and finds no problems, ask them if they think its an issue with the house electric. If they don't know what you're talking about, politely thank them for their time, call DTV customer care and request a supervisor.

Hope that helps

NW

PS: Many of you non technician/installers may wonder what a house's electrical system has to do with your DTV service. The short answer is that most state law requires all sat dishes to be bonded to the "common house ground." This is usually at or near the electric panel/meter. So, since electricity follows the path of least resistance, if there is a problem with the home electric, stray voltage can "bleed" on to the DTV system. Since the signal on the cable is a form of electrical current, unwanted or unexpected voltage can cause many different forms of interference. In any case where the problem is caused by such voltage, the DTV tech cannot do anything to fix it. Most of us are not licensed electricians. Those who are are, are forbidden from working on a customer's home electrical equipment while acting on behalf of DTV.

Hey guys DTV technician here:. I've been to many customer's homes since the advent of whole home DVR or MRV (Multi Room Viewing), and have noticed the same issue again and again. To be perfectly frank there is really only 3 things that can go wrong with a DTV system: dish, cable or receiver...in a perfect world. As strange as it sounds, I have found that many times the issue with MRV is caused by an electrical issue in my customer's home. I wouldn't necessarily jump to that conclusion immediately, but it is possible. For those who've recently upgraded to the Genie, I would contact DTV customer care and request a service call (most installation companies guarantee their work for a certain time frame, so the visit should be free.) If after the service tech checks the big 3 (dish, cable and box) and finds no problems, ask them if they think its an issue with the house electric. If they don't know what you're talking about, politely thank them for their time, call DTV customer care and request a supervisor.

Hope that helps

NW

PS: Many of you non technician/installers may wonder what a house's electrical system has to do with your DTV service. The short answer is that most state law requires all sat dishes to be bonded to the "common house ground." This is usually at or near the electric panel/meter. So, since electricity follows the path of least resistance, if there is a problem with the home electric, stray voltage can "bleed" on to the DTV system. Since the signal on the cable is a form of electrical current, unwanted or unexpected voltage can cause many different forms of interference. In any case where the problem is caused by such voltage, the DTV tech cannot do anything to fix it. Most of us are not licensed electricians. Those who are are, are forbidden from working on a customer's home electrical equipment while acting on behalf of DTV.

Re: Genie randomly freezes during playback of recorded shows

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Jul 28, 2013 10:56:14 AM
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I am seeing the same problem on the history channel - recording Ice Road Truckers to be exact.

I am seeing the same problem on the history channel - recording Ice Road Truckers to be exact.

Re: Genie randomly freezes during playback of recorded shows

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Jul 31, 2013 7:23:51 AM
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I am just another frustrated DTV customer experiencing the same issue.  W/o reading every single post, hopefully I can help narrow down the problem a little further.  The freezing ONLY occurs when I am playing back (or even pausing for a while, then resuming) network TV.  I don't ever record ABC but I do record FOX, CBS, NBC, and PBS.  I also DVR lots of cable channels.  I NEVER have an issue when playing back cable shows.  It only happens with the above mentioned stations.  Also, I only started to experience the problem when my DVR started to fill up.  I was "down" to about 30% when it started so I figured it was due to the DVR getting full.  I deleted a bunch of stuff and got it back to 50% hoping that would solve the issue.  No dice.  It freezes a lot.  There just has to be a reason/fix for this. Have there been any new developments or solutions?

I am just another frustrated DTV customer experiencing the same issue.  W/o reading every single post, hopefully I can help narrow down the problem a little further.  The freezing ONLY occurs when I am playing back (or even pausing for a while, then resuming) network TV.  I don't ever record ABC but I do record FOX, CBS, NBC, and PBS.  I also DVR lots of cable channels.  I NEVER have an issue when playing back cable shows.  It only happens with the above mentioned stations.  Also, I only started to experience the problem when my DVR started to fill up.  I was "down" to about 30% when it started so I figured it was due to the DVR getting full.  I deleted a bunch of stuff and got it back to 50% hoping that would solve the issue.  No dice.  It freezes a lot.  There just has to be a reason/fix for this. Have there been any new developments or solutions?

Re: Genie randomly freezes during playback of recorded shows

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Jul 31, 2013 7:30:59 AM
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I spoke to tech support on Sunday and they said they had found the problem and have downloaded a software patch. So it should have solved it. I didn't have the problem with my last recording of ice road truckers.

Don

Sent from my iPhone 5

I spoke to tech support on Sunday and they said they had found the problem and have downloaded a software patch. So it should have solved it. I didn't have the problem with my last recording of ice road truckers.

Don

Sent from my iPhone 5

Re: Genie randomly freezes during playback of recorded shows

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Jul 31, 2013 8:25:03 AM
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Oh wow.  Thanks a ton!  Can you tell me how to download said update or should I call tech support?

thanks again!

Oh wow.  Thanks a ton!  Can you tell me how to download said update or should I call tech support?

thanks again!

Re: Genie randomly freezes during playback of recorded shows

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Jul 31, 2013 8:33:59 AM
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It is an automatic download. You should have received it for your Genie already. Are you connected to the Internet on your Genie? If you are and you are still having problems call tech support.

Don

Sent from my iPhone 5

It is an automatic download. You should have received it for your Genie already. Are you connected to the Internet on your Genie? If you are and you are still having problems call tech support.

Don

Sent from my iPhone 5

Re: Genie randomly freezes during playback of recorded shows

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Jul 31, 2013 8:51:23 AM
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ugh.  well that's a real downer.  I am connected so I assume I would have received the download and it did nothing.  I will call tech support.

Thanks very much for the help!

ugh.  well that's a real downer.  I am connected so I assume I would have received the download and it did nothing.  I will call tech support.

Thanks very much for the help!

Re: Genie randomly freezes during playback of recorded shows

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Jul 31, 2013 9:05:47 AM
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Not a problem. You might just be able to get one of the new HR44 receivers to replace the HR34 that you have. Now that will be a deal! When I spoke to Tech Support, they indicated that everyone should have received the updates but I am sure they will check to make sure that you did. I did work for me and solve my problem with the freezing up of the programs while viewing a recorded program.

Good luck.

Don

Not a problem. You might just be able to get one of the new HR44 receivers to replace the HR34 that you have. Now that will be a deal! When I spoke to Tech Support, they indicated that everyone should have received the updates but I am sure they will check to make sure that you did. I did work for me and solve my problem with the freezing up of the programs while viewing a recorded program.

Good luck.

Don

Re: Genie randomly freezes during playback of recorded shows

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Jul 31, 2013 10:15:55 AM
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sounds like i have a call to make.....thanks very, very much for the advice.

sounds like i have a call to make.....thanks very, very much for the advice.

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