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How to Troubleshoot your DVR/Receivers

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How to Troubleshoot your DVR/Receivers

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For specific help wireless TV receivers, check out this post:

How to troubleshoot your Wireless Receiver

 

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:

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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.

 

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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 hereAlso, some of our members use 3rd party switches to connect the receivers. We recommend removing these switches and testing without them. In some instances, this resolves the trouble our members are having. 

 

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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

 


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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Message 1 of 43
Community Support

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

Troubleshooting you DVR:

 

Check Cable Connections

  • Video Connections
  • Signal Connections
  • Power Connections

Restart/Reboot Devices

  • Power Cycle
  • Non-Destructive Recovery
  • Destructive Recovery

For additional help, check out this post:

How to troubleshoot your Wireless Receiver

 

If the previous information has 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

 


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.
Message 2 of 43
Contributor

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

Hi I have been having volume trouble with one of my wireless dvr. I have reset my dvr serveral times and did the troubleshoot serveral time and still not working correctly. I had a service setup for yesterday but no one came out and no one called for a reschedule either. I need a line re-done because it was chewed up by dog but no longer have dog and would like the line to be rerun. Account#***. I can be contacted at *** during the evening time.

 

[Edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Message 3 of 43
Contributor

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

My receiver was malfunctioning on June 17 and a customer service rep. on phone couldn't fix....said a service tech would phone me first to confirm a time for appt.on Mon., the 20th......still waiting and couldn't reach anyone and never heard from anyone.........have been home.......My daughter came to bring me pain meds on Tuesday and a box was outside on a chair from UPS...dirty and beat up appearance.......it was a receiver...still couldn't reach anyone and my daughter had to return to my home ....and connected it....we powered it up....trouble shooting, etc....still same black screen that says restart receiver....u verse not available.....doesn't work....have called and tried support on internet now, it's late, no reply.....WHERE WAS THE SERVICE TECHNICIAN??? ......going on 6 days without this receiver on the TV where I sleep....(am disabled) other TV hooked up to network doesn't still have my recorded programs or DVR access! When it all started on Friday phone rep.told me I could try switching boxes on the 2 TV so I could watch it in bed until tech comes for the Mon. appt. but all that mess and effort and it didn't even work! I am unable to do all this myself due to pain, etc! I sure hope they get someone out here quickly and give me the credit on my Bill for this as promised , when appt.was scheduled for Monday...as it was , that was the 4th day already without serviceTHEN! Guess I'll try calling again tomorrow.
Message 4 of 43
Community Support

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

Hi @PatriciaG.,

 

Sorry to read of your experience. We can help! Please send us a detailed message by clicking here. Provide your:

 

Name, 9 digit U-verse account number, and phone number. We may need more information to be able to take any action within our systems.

Keep an eye on the envelope.png at the top right corner of your screen for a response. In the meantime, let us know if you have any other questions or concerns!

 

-ATTU-verseCare

 


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.
Message 5 of 43
Contributor

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

I am definitely missing some of the Comcast features including not losing the signal on a regular basis (BOTH INTERNET & TV)!  Why does it always seem to lose connectivity during the last 10 minutes of a program I have been watching for an hour?   AND if you're recording - that doesn't get recorded either! GGGrrrrrrr

 

One of the biggest frustration is the FONT size used for the TV program INFO button.  I have to constantly squint so AT&T will be paying for botox on my face directly caused by font only a teen ager with great eye sight can read.  Comcast has options for the font - I guess AT&T's competition is more accomodating for their visually challenged customers! 

 

I also miss the reminders you could set with Comcast to remind you of show start times so you don't miss the beginning or completely forget when you want to watch something! You could program it to remind you up to 5 minutes before the program started.  NO such option with AT&T! I also miss how you could customize the guide to the color choice that was better for your eye  sight or just even preference....

 

We won't even get into the internet connection speed. 

I never got my rebates as promised when I signed up last year.  That should have been an indication of my future frustration with AT&T!

 

 

Message 6 of 43
Contributor

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

Have had to reset the reciecver about once a week for the last 6 weeks. This is getting frustrating. I have been paying bill on time. Have called in to get help several times in the last few months. The first problem I had seems to be fixed but another is happening. The first was lose of service during rain. Now it just seems to go out for a few minutes randomly. I'm sure someone knows what is causing the problem. Got on the line with a tech last week and never got a call back the next day. My schedule does not allow a service visit Monday to Thursday. If this is not resolved soon I will have to switch to a different provider
Message 7 of 43

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

this will be 3rd or 4th box in master bedroom this year... The att phone person my wife spoke to was very very rude and unprofessional.. He should go through training and if he refuses training he should be fired.. Att customer service has almost disappeared in the last 15 years.. I will pursue other tv and cell companies.. Fritz 

 

[Edited for privacy-This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

Message 8 of 43
Contributor

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

I need help with set up sony KDL-46xBR9 tv to att uverse dvr.  I need some sort of diagram to show which cords go in tv to dvr.

Message 9 of 43
ACE - Expert

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

@bookpopcorn - You can proably find those pictures in your TV user manual. But, since the two ends of the cable are the same, just match the jacks on the STB & TV.

 

HD TVs use either HDMI (multi-pin, thin shape) or component - Five RCA jacks (three for video,2 for audio)

 

SD TVs can use composite (yellow RCA for video & red/white RCA for audio) or COAX & set TV to chan 3.

 

 

*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 10 of 43
Contributor

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

I will try this but first I have to find the manual to tv.  Thanks

 

Message 11 of 43
ACE - Expert

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

*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 12 of 43
Contributor

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

Does anyone know of a way to seperate the reciever frequency of the remotes.  I have my DVR & Main TV Receiver within 15 feet of each other downstairs.  This is causing numerous issues.  For example, when I press record on the TV unit, I end up recording some random programs on the DVR unit as well.  Any ideas, would be helpful, thanks!

Message 13 of 43
Contributor

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

The programs on our DVR are spontaneously disappearing. We are not near being out of space. My wife is not happy with U-verse or ATT at the moment. Help!! If moma's not happy nobody is happy.
Message 14 of 43
Contributor

Re: How to check your U-verse TV receiver connections and troubleshoot DVR

Since a recent upgrade my dvr stops during playback and gives me a list of options as if the show is over. I'm only able to start from beginning or erase the show. Some shows stop multiple times some not at all. If I start over and fast forward past the spot it stopped at its ok until it stops again. I've rebooted recievers, I've performed non destructive disaster recovery, I've reset the modem and I'm still having this issue. Please help its super frustrating
Message 15 of 43
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