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How to Troubleshoot your DVR/Receivers



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:



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.




Surge Protectors

Is the receiver plugged into a surge protector? If it is, it may be causing the follow issues: 

  • Receiver resets
  • Loss of recordings
  • Pixilation
  • Freezing

Plugging the receiver into a wall outlet, in some instances, can resolve most picture disruption issues. If you must use a power strip, use the surge protectors that are designed for high powered electronics.


Receiver Connections

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

Note: If you are using a 3rd party switch to connect the receivers, remove it and test. Some switches have been known to interfere with the signal.




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. 

AT&T Community Specialist

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 1 of 53

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

My recent problem is the lag when switching channels. It has now started shutting my TV off and turning back on but takes about 2 minutes to change channel over. I tried unplugging reciever today hoping it would help and I was wrong. We sat waiting for guide to load with no channels coming on at all. It would switch between saying it was recovering guide and signal lost. After waiting over an hour and nothing I tried calling and just kept getting busy signal. I tried the online trouble shooting and it kept saying nothing was wrong. After resetting box several times and about 5 hours it finally started working but we know have no local channels and I still can't get anyone on the phone.... Um completely frustrated
Message 16 of 53

Saved recordings being deleted

For the second time in a few months I am having saved recordings being deleted without any human intervention. Last time this happened I ended up getting a brand new DVR from AT&T after all else failed. In my mind this must be a software issue. I currently have over 80% space available so I am not running out of space forcing recordings to be deleted. This is so frustrating especially considering I am paying for the 450 channel plan. Anyone else having this issue? Any ideas on how to resolve it?

Message 17 of 53

Unverse TV picture freezing intermittingly

For the past 2 months I have had the problem of the tv picture freezing.  We have 3 TVs, 2 connected via wireless receivers.

ATT Customer Service sent a technician to our home on 3 different occasion.  They have replaced the gateway, all receivers and the small narrow WIC box.   All 3 told me the outside cable and junction box are good.

I just finished speaking with Customer Service and once again, they're sending a technician out tomorrow.  I told them I want to go to wired receivers.

Any suggestions you might have would be greatly appreciated.

Thank You.

John Burkey

ATT Uverse account Number: 112489641

eMail: dandjbur@att.net

Cell Number: 281-723-1301

Message 18 of 53

Re: Unverse TV picture freezing intermittingly

Hi @ManOldMan,


Sorry to read of the trouble you are having. By chance is the modem plugged into a surge protector? What about the receivers? Surge protectors and power strips have been known to cause pixelation and freezing. 


Also, what is around the modem? Any electronics? Speakers? Same goes for the Wi-Fi boxes. 



Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 19 of 53

Re: Unverse TV picture freezing intermittingly

I have the same issue with my wired receivers, so I doubt your wireless receivers are the problem.

Message 20 of 53

guide has changed

ONe of my tv's has "getting information" next to all the channels instead of the name of the show on at that time.

Another tv has a new format when you press the guide button. The choice of local, sports, news, variety and entertainment are no longer listed. It is another list.


Both of these changes have occurred in the last week to 10 days. How do I restore these two tv's to the other format?


Bobby Dawes

Message 21 of 53

When fast forwarding switches to on demand

After AT&T update their system when I'm watching a DVR programming sometimes when fast-forwarding through commercial it will switch to on demand.
Message 22 of 53

Red X 1

Hello, I am receiving a red x1on my main cable box. My name is Linda *****
act.# ***** my phone is
***** and the best email address to reach me at is [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.]
Thank you!

Message 23 of 53

Re: Saved recordings being deleted

I'm having the same experience. I set my shows to not erase until I erase them. I will see the show in my list of recorded shows and then the next time I look it is gone. I checked to make sure it was set up correctly and it was. It just disappeared. This has happened multiple times. I've had no luck with AT&T resolving my issue.

Message 24 of 53

Re: Unverse TV picture freezing intermittingly

Thank you for your suggestions. We had an appointment scheduled with an ATT tech again but they didn't show up. The picture still freezes so we got disgusted and switched to Comcast Xfinity. We're getting more channels and faster internet service for less money. Xfinity is being installed today. We figured even if the service is lousy it won't be wors than we currently have with ATT but it will cost less.
Message 25 of 53

New DVR unit will not connect to U-verse service

Coupe weeks ago our DVR died. ATT sent a new one. During the initial installation of the new receiver/DVR, we had a very brief power outage. Once the power was restored the unit never was able to connect to the U-verse service. All diagnostics produce an "OK" but still no connection, even though the LINK light is green. Did the power outage mess up the initial boot sequence? The on-screen message we get is: "Your TV receiver is temporarily unable to connect to the AT&T U-verse TV service"  The unit attempts to re-connect at least 20-30 times per day (for 2 weeks now) but no joy. Did the power interuption during the initial boot/installation sequence mess things up?

Message 26 of 53

Re: New DVR unit will not connect to U-verse service

Hi @redrelic,


Yes, power outages can affect the equipment. If your area is prone to them. we recommend purchasing an ISOBAR surge protector.



Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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 27 of 53

Re: New DVR unit will not connect to U-verse service

The DVR was plugged into a surge protector. My question is: did the loss of power - during the initialization phase of installation - interrupt the boot process and render the device unusable? The instructions say not to turn the power off to the unit while it is in the installation process, so did this power interruption make the unit a brick? Do I need a replacement? It will NOT connect to the U-verse service...
Message 28 of 53

DVR recording issue

I am having my DVR recording problem in past 3 months and I called the technical support 800 number 3 times but the issue keeps coming back. I even followed the troubleshooting process in the channel 411 almost every few days but the issue is still exist.

The issue is that I could not record and playback the program at all or sometimes it could only recorded part of the program and then stopped.

Any suggestion?

Message 29 of 53

uverse is not available at this time

why isnt my att uverse working? i have restarted the reciever countless times & it's still showing the same message & giving me only one option : restart receiever but clearly that isnt working. what could i do to fix this issue? thanks
Message 30 of 53
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