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DVR Freezes During Playback

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Tutor

DVR Freezes During Playback

Whenever I playback one of my recorded shows on my DVR sometimes the audio will stop and then about 3 seconds later the playback freezes and there is no way you can fast forward or skip foreward. It doesn't seem to be any certain shows or at any certain point during playback that this happens. It's just completely random.

 

I've tried rebooting everything and it hasn't helped and seems to be getting worse and more frequent.

I have the ISB7500 Cisco DVR.

 

Anyone else had this problem?

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Message 1 of 17
Former Employee

Re: DVR Freezes During Playback

Hi @keiferb 

 

I'm sorry to hear that your DVR's recordings are not playing properly but, I'll be glad to help you. One thing you can try that may help resolve this issue without affecting your existing recordings is a Non-Destructive Disaster Recovery. 
To perform this reset, unplug the power cord of the DVR from the wall or from the back of the box and wait ten seconds. Plug the DVR back in. When three white dots appear on the screen, unplug the DVR again. Repeat this process two more times. Plug the DVR back in on the third time and leave in. Three white dots should appear followed by a gear with a status bar at the bottom of the screen. 
I hope this helps! Let me know if it doesn't work and we'll find another solution for you. Thank you! Smiley Happy


- MorganCS
- ATTU-verseCare

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Message 2 of 17
Tutor

Re: DVR Freezes During Playback

Done all that and it still froze last night during playback of one of my recorded shows that was recorded after the reset. Anything else to try?

 

Thanks,

Keith

Message 3 of 17
Former Employee

Re: DVR Freezes During Playback

Hi Keiferb,

 

Thank you for giving that a try. One more thing that may help with this is accessing the Troubleshoot & Resolve tool on the DVR. This will cause the box to go through a self-diagnostic process and get rid of any bugs that may be causing this problem. To access the TS&R tool simply select "Menu" on your Remote. Then scroll over to "Help">>"Troubleshoot & Resolve">>"TV">>"DVR" and then you'll want to choose "Audio/Video Problems".

 

If the recordings are still not playing back properly after using the tool then it's most likely a hardware issue and swapping out the DVR unit would be the best solution at that point. Let me know how this works for you and if it still doesn't work then please send a reply to the Private Message that I sent to your inbox and we'll organize a swap order for you. Thank you! Smiley Happy


- MorganCS
- ATTU-verseCare

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Message 4 of 17

Re: DVR Freezes During Playback

My guess is you will have to replace your DVR.  Know that you will lose all of your saved recordings.  I have now had to replace my second DVR.  It gets pretty frustrating losing all of your recordings without any compensation.  Good Luck

Message 5 of 17
Tutor

Re: DVR Freezes During Playback

my system has been freezing for months and it's only getting worse.  if they haven't figured out a way to download my saved programs to a new box...i'm going with a different provider.

Message 6 of 17
Employee

Re: DVR Freezes During Playback

As the DVR is designed as a temporary storage device for later viewing not as an archival device for keeping recordings you will lose recordings when the following happens....
1... DVR about 90% capacity. .. will start deleting older recordings to make room for new.
2... when performing a factory reset aka destructive recovery... the Hard drive is erased reformatted and new software loaded.
3... when DVR is replaced as new DVR has different hard drive.
4... when cancel service as DVR has to be returned to company... free lease but not free ownership.

Any and all programs you wish to retain you will need to transfer to another media.
*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 7 of 17
Expert

Re: DVR Freezes During Playback


@Cindy12 wrote:

my system has been freezing for months and it's only getting worse.  if they haven't figured out a way to download my saved programs to a new box...i'm going with a different provider.


If the DVR functions are still not working, try a Non-Destructive Disaster Recovery.

Unplug the power cord of the DVR from the wall or from the back of the box and wait ten seconds. Plug the DVR back in.

When three white dots appear on the screen, unplug the DVR again. Repeat this process two more times.

Plug the DVR back in on the third time and leave in. Three white dots appear followed by a gear with a status bar at the bottom of the screen.

If the Disaster Recovery screen does not appear, repeat the steps above. If the Disaster Recovery screen appears, wait until completion.

If the Non-Destructive Disaster Recovery does not work, follow the steps for a Force Disaster Recovery

 

Good luck Smiley Wink

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems) or ATT Customer Care (all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Message 8 of 17
Tutor

Re: DVR Freezes During Playback

I, too, am having this same issue. I also get the "recording playback is unavailable" message. I have used the troublshoot and resolve tools both online and on the tv. I have even unplugged the RG and the STB's and it does clear up the issue, but.... it comes back fairly quickly. How do we determine the DVR is bad and can the HDD be swapped to a new DVR to save recordings, should a new DVR be needed.

Message 9 of 17

Re: DVR Freezes During Playback

I am having the same issue!! ATT swapped my DVR and the same issues starting happening the same day it was connected! This is getting very frustrating paying bill on time and being a long time customer you would think better equipment was provided! People don't have the time to spend an hour or more troubleshooting the system every few weeks is ridiculous!! I have tried rebooting, getting a new box and still same problem! Really contemplating cancelling service! Dish may have issues during bad weather but at least I never had issues with my playlist!
Message 10 of 17

Re: DVR Freezes During Playback

Same issues here.  Have tried all of the above and nothing works.  Have internet phone and tv through Uverse.  Ready to try another provider.

Message 11 of 17
Community Support
Solution
Accepted by Community Support (Community Support)
Accepted by ATTU-verseCare
‎07-28-2016 6:36 AM

Re: DVR Freezes During Playback

Slide2.JPG

 

If you are having issues with:

  • Receiver resets
  • Loss of recordings
  • Pixilation
  • Freezing
  • Or any of these error messages above, check out our steps below to resolve your U-verse TV service:

Slide3.JPG

Rebooting the receiver is the quickest way to resolve most service issues:

  • Press and hold the power button(located on the left side of the receiver) for 10 seconds.
  • Another way this can be done is unplug the power cord from the wall outlet, then plug it back in after 10 seconds.

 

Slide4.JPG

 

We recommend plugging our devices directly into the wall. If you must use a power strip, use the surge protectors that are designed for high powered electronics. Not doing this may result in:

  • Receiver resets
  • Loss of recordings
  • Pixilation
  • Freezing

Make sure all connections (wall to receiver, receiver to TV) are placed firmly into the device. If the cables going from the wall to the equipment are damaged, feel free to contact us here.

 

Slide5.JPG

To avoid loosing your saved programs, perform the Non-Disaster Recovery for DVR/Receivers:

  1. Unplug the receiver or DVR power cord from the wall or back of the box.
  2. Wait 10 seconds.
  3. Plug in the receiver and DVR.
  4. When three white dots appear on the screen, unplug the receiver/DVR again.
  5. Repeat this process two more times.
  6. Plug the receiver/DVR back in on the third time and leave in. Three white dots appear followed by a gear with a status bar at the bottom of the screen. If the Recovery screen does not appear, repeat the steps above.

If you are still experiencing issues with you DVR after that, perform a Disaster Recovery on the device.

 

Disaster Recovery for DVR/Receivers:
WARNING!: Disaster Recovery steps will cause your DVR to lose all pre-existing data such as: Recordings, Parental control settings, Aspect ratio settings

                                                                                                 

  1. Using the above image as guidance, hold down the Down arrow key + OK key +Power key outlined in red at the same time to power down the DVR.
  2. Continue pressing these keys until a gear appears on the screen and release the Down arrow + OK keys.
  3. If the gear on the TV screen appears, wait until completion.
  4. If the gear on the TV screen does not appear, repeat the disaster recovery process.

 

If the previous steps have been exhausted and the TV receiver continues to malfunction, please send a private message with your account number and contact details to ATTU-verseCare for further assistance. If you are not a member of the U-verse community forums, we welcome you to register and reach out to us.

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*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.
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Message 12 of 17

Re: DVR Freezes During Playback

My second Box has been skipping on recorded playback for 3 years. It has gotten worse in the last months. It skips on both HD and Regular programming. I have upgraded to a better HDMI cable. I have had both my main and second box replaced, and I just changed to Fiber from ATT. They gave me a new main box with Fiber. I have restarted both boxes multiple times, with no resolution to the problem. I read on an ATT suport page there's a problem with the boxes, and they're alledgedly changing them out January of 2017. Is this true and if not, is there a fix? 

 

Desperate! 

Message 13 of 17
Community Support

Re: DVR Freezes During Playback

Hi @moose_goose,

 

We apologize about the issues, but we will be glad to help. We have not heard any news of changing to wireless. If possible, try swapping the boxes around. If it has the issues in the new location, then it is the box. If not, then we know it is a wiring issue. Let us know how it goes.

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTHelp

*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 17

Re: DVR Freezes During Playback

I've had the same DVR freezing issue for months, and have been on the phone with AT&T support many times.  The latest is they can't diagnose the problem while we are experiencing brief service interruptions (lasting only seconds apparently), and the service interruptions are expected to be fixed in the next 48 hours.  Seems like one excuse after another...

Message 15 of 17
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