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Freezing (Recorded) picture on all settop boxes.

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Tutor

Freezing (Recorded) picture on all settop boxes.

The regular service is fine. However recordings freeze every few seconds during playback. Tried rebooting DVR and Cisco access point as well as Wireless STB. No joy. Also did a factory restore (button on back) on the Cisco Access Point.

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Message 1 of 10
ACE - Expert

Re: Freezing (Recorded) picture on wireless settop box.

saltcedar - Faults usually show up first on playback. Can you move WAP to see if you get a better signal? Is DVR connected to RG via cat5? Do you have any COAX connections?
*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 2 of 10
Tutor

Re: Freezing (Recorded) picture on all settop boxes.

DVR is connected via cat5. Moved wireless access point and it made no difference.

Just rebooted Gateway and the Coax connected STB. Just now noticed they show the freezing. I thought it was just the wireless because the set connected to the DVR directly doesn't have the freezing issue.

Message 3 of 10
Employee

Re: Freezing (Recorded) picture on all settop boxes.

If receivers have no issue(s) with live TV, possible items on DVR playback are....
1) DVR, which model?, how long? Try either reset software or factory reset DVR losing all recordings.
For software update without losing recordings, unplug plug at three dots, repeat three times for single gear wait 15 minutes.
2) cable issue between DVR, RG....would expect both live and recordings issue to show at DVR location.
3) corrupt software at RG, unplug all receivers, factory reset RG,, bring each receiver up on at a time every five minutes.

Test, resolved great....if not same components to look at....replace RG, replace DVR, Ethernet cable.
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.
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Message 4 of 10
Tutor

Re: Freezing (Recorded) picture on all settop boxes.

1b Fixed it (non-destructive restore) model VIP2250

Message 5 of 10
Contributor

Re: Freezing (Recorded) picture on all settop boxes.

I do not find a 3-dot connection on my modem.  What's an "RG"?

Message 6 of 10
ACE - Expert

Re: Freezing (Recorded) picture on all settop boxes.

@gaandit - RG is residential gateway aka modem. Are you having a problem??

*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 7 of 10
Contributor

Re: Freezing (Recorded) picture on all settop boxes.

Pixelating, freezing & skipping on all DVR recordings.

Message 8 of 10
ACE - Expert

Re: Freezing (Recorded) picture on all settop boxes.

@gaandit - First thing to try is a pull the plug reboot of the RG. But, it does sound like more. DO you have any COAX? cat5 would be better. Especially NID (on side of house) to RG & RG to DVR. Is DVR near RG.

 

If any wireless, make sure WAP is at least a meter away from RG.

 

If cannot clear call itin - 800-288-2020

*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 9 of 10
Community Support

Re: Freezing (Recorded) picture on all settop boxes.

@gaandit, we're sorry about the service interruptions you are experiencing with your DVR. We'd be glad to help you diagnose the issue and make the recommendations to resolve this. Check out this Troubleshooting DVR thread for some steps on resetting your device.

 

Start with the Power Cycle (which is simply unplugging and plugging), then you can move to the Non-Destructive Recovery. If you are still experiencing issues with you DVR after that, perform a Disaster Recovery. Performing the disaster recovery will revert the device to its original factory state so it will remove recordings on the device.


If the issue still persists after doing these, please provide us your account number along with some contact details in a private message so we can run further tests.

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

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.
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