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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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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.

 

 

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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. 

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 @ATTCares and @DIRECTVService

*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.
217,945 Views
Message 1 of 52
Mentor

DVR playback problems, i.e. UVERSE as usual

Here is my goal fix these problems without having to erase all of my recordings or replace DVR again.  Any suggestions of what's going on?  @ATTCustomerCare

 

Problem/symptom #1 appeared about 10 days ago

  • When attempting to playback recordings the recording goes black and does not play.
  • If you switch and start a different recording it will start immediately.
  • If you go back and attempt to play recording #1 it will now start immediately just fine.
  • I attempted to reset DVR, first by holding down power button for 10 seconds.  The dvr wouldn't turn back on after about 30 minutes.
  • Then I unplugged it, waiting 10 seconds and plugged it back in.  That got live tv working, but it still had not initialized hard drive.
  • Then I tried a 3x unpluging, non-destructive restart.  That got it back up and running.  It seemed to fix the issue, but it came back a couple of hours later.

Problem/symptom #2 I noticed a few days later while trying to diagnose

  • In the uverse android app, if I look at my DVR recordings it will show more recordings than my DVR and other STB's show.
  • The difference in numbers is that the app is showing recently deleted recordings as still being there, which leads to me believe the DVR software is either not properly deleting recordings or the DVR is not communicating properly with the server.

Problem/Symptom #3 a few nights ago

  • One of the VIP 2500 wireless STB completely lost its connection.
  • I was only able to get it working again by unplugging the power from the VEN 501. Then reassociating the vip2500.

 

Equipment in use:

Pace IPH8005 dvr connected via ethernet

Arris NVG589 RG fed via ethernet single pair

2x Moto VIP 2500 wireless STB

Cisco ISB7000 connected via ethernet

VEN 501

18/2 profile

Message 31 of 52
Mentor

Re: uverse is not available at this time

@ATTU-verseCare Whoever wrote/edited this guide should be fired.  

  • It's over 2 years old and nobody caught the fact that it says "client unporvisioned" instead of what I'm assuming should be "client unprovisioned"
  • You show the graphic for destructive recovery above the non-destructive recovery section.  Someone could easily get confused and end up erasing all their recordings for no reason.
Message 32 of 52
Administrator

Re: DVR playback problems, i.e. UVERSE as usual

Hi @madmax988,

 

Around the time this started to happen, did anything change? Power loss? New equipment added? 

 

A full reset of the system, modem and receivers may resolve the issues you are having. Also, surge protectors have been known to cause issues and over time, cause permanent damage to the box. If any are in use, remove them and plug all of our devices into a wall outlet. 

 

-ATTU-verseCare


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 33 of 52
Mentor

Re: DVR playback problems, i.e. UVERSE as usual

 

@ATTCustomerCare   

  • No power loss.
  • No new equipment
  • As far as a full reset.  I did a non-destructive recovery on the DVR. I reset RG by unplugging for 30 seconds and plugging back in. I reset all the STBS  and as I mentioned I had to unplug the AP bridge to fix the problem with one of the wireless receivers.  Is there anything I missed in doing a full reset?
  • In terms of power issues, I can assure you that's not the issue.  AT&T Uverse blamed my house's electrical system and grounding issues when I problems about a year ago and refused to work on system till I had it fixed.  I had the local electric company out to check, who said there was no grounding issue after checking as suggested by AT&T.  I then had an electrician come, and run a brand new independent circuit with only AT&T equipment on it so that AT&T couldn't blame my wiring.  Then you finally came out and replaced RG and STB what a surprise it was bad AT&T equipment and not my perfectly fine electrical system causing the problem.  
  • How could a surge protector possibly effect equipment?  Literally all a surge protector is doing is passing along power and shutting down if the power spikes, its not like its a Universal Power Supply (UPS).  Although even a UPS should only improve not worsen things.
  • Update as of 1/29/17
    • Problem #1:The playback problems have gotten better, but are still happening a few times a day.
    • Problem #2: The numbers are still not in sync although things do eventually seem to get removed from app list.
    • Problem #3: Has not happened again yet.
    • Also yesterday the system had a restart receivers message on some of the receivers.
    • I have been getting some FEC errors in random bursts, but even so, the numbers seem to be fairly minimal.  No errorred seconds or CRC errors.

Thank you for looking into this.

Message 34 of 52
Administrator

Re: DVR playback problems, i.e. UVERSE as usual

Hi,

 

We are glad to see it is getting better. If still having issues, we may want to try to change the DVR to a different DVR type.

 

With a surge protector, just like any piece of equipment, it can go bad. So if one of the outlets on the surge protector is defective, or has some corrosion on it, you may notice some power issues. We just suggest removing it for troubleshooting purposes, and it shortens the chance of error by removing additional equipment.

 

-ATTU-verseCare


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 35 of 52
Mentor

Re: DVR playback problems, i.e. UVERSE as usual

I am still having issues, as I stated.  

  • Problem #1 is still happening.
  • As well as Problem #2. 
    • Problem #2 clearly seems like a software issue.  Do you have any suggested solutions for this/
  • What are the different types of DVRs?  do you just mean a different model?
  • and as stated unless its absolutely the only option left, I don't want to swap DVR's as I've found often that doesn't solve the problem and yet I still have to deal with losing all my recordings.  Since I watch all my tv recorded, losing recordings is essentially like paying for television service I never get to watch.  It's not like AT&T is going to buy me all the episodes I lose.
  • I will plug dvr directly into wall for testing purposes.  I'll also go buy a brand new surge protector.  Does AT&T have a suggestion for which surge protector is approved? Although I still highly doubt a bad surge protector would still be providing constant power, with no indications of being worn out.
Message 36 of 52
ACE - Expert

Re: DVR playback problems, i.e. UVERSE as usual

The fact that a non-destructive disaster recovery fixed your issues, but only for a while, leads me to believe that your DVR's hard drive is failing.  Maybe not, but that's the way I'd bet.

Bad surge protectors, that are providing no surge protection, can still pass power.  And surge protectors that are still providing some surge protection can introduce RF noise into the line.

 

 

Award for Community Excellence 2019 Achiever*
*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 37 of 52
Mentor

Re: DVR playback problems, i.e. UVERSE as usual

  1. The non-destructive recovery didn't fix anything.
  2. I guess, it just seems odd that AT&T equipment could really be that sensitive to a bad surge protector, I've work in IT with 100's of surge protectors, and when they've gone bad it's usually pretty cut and dry.  In my experience they either work or they don't work.  Every once in a while you see a really old one that still works but has a light that flickers, but those I replace.  The one my DVR happens to be plugged into now, isn't all that old, but just to be sure I'll swap it out with a fresh one.  It is annoying though that AT&T blames everything else when everytime I've ever had a problem it's ended up turning out to be either bad hardware, bad software (that nobody at at&t knows how to fix or has the capability to even investigate, they jusy swap hardware to a different model in the hopes that'll fix it, since it'll happen to have different software preloaded), or a AT&T wiring issue.  I just feel little burned after spending $400 on electrical work last time to solve a non-existent problem, that ended up just needing some new equipment, and a new cat5 wire pulled due to a damaged wire half a dozen technicians didn't notice when inspecting)
  3. Can a bad surge protector explain why the UVERSE website and APP are having the problem I'm seeing?
Message 38 of 52
Contributor

TV Freezes and then goes to blue screen/All DVR Programs are gone

at least 4 times a day the tv will freeze up and then switches to a blue or fuzzy screen?  After it does this we have to reset everything!!!!! Next all recordings are gone and has not recorded anything new?  When I log into my account I have a note that says DVR has reached maximum capacity but there is nothing on it??????

 

If this doesn't get resolved will have to cancel att not worth the money I have to pay every month to no have it work.  Should get reimbursed.

Message 39 of 52
Contributor

"Network settings have changed"

One of my receivers keeps getting an error that network settings have changed and a restart is necessary. When it is working, the picture often freezes for a few seconds at a time, over and over again. Inhave done several resets to no avail.
Message 40 of 52
Contributor

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

My TV programs are frequently interrupted with a message that states that U-verse service signal has been lost.  The message states to try rebooting of the TV receiver after, first, checking to see if the problem exists on other stations.  Also states that if the TV receiver rebooting doesn't work, then to try rebooting the "gateway".  I have tried both of these; sometimes they work and sometimes they don't.  If I do nothing, the program will come back on after a few minutes, but then it will happen again in 2 or 3 minutes or maybe after 2 or 3 hours.  This is very annoying and has been going on now for several weeks.  It caused me to miss some exciting minutes in NCAA tournament basketball games recently.

Message 41 of 52
Tutor

DVR auto delete.

For some reason all my episodes of The Walking Dead and several different movies are all gone. They were all recorded as they played on TV and not on ON DEMAND. I have noticed occasionally that a movie or show was not on the DVR and thought maybe someone deleted it, but it is not the case. I am not even close to running out of room on the DVR either. There is 87% storage space available on the DVR, so I know it was not deleting them to make room. The DVR is only eight months old as well, so it should not be due to age. And no, I do not do a lot of record and delete causing a bunch of fragmented files. Is this always going to happen? I thought that the DVR was suppose to replace a VCR. At least when I would record on the VCR I had the tape and could watch it anytime for as long as I own the tape.

Message 42 of 52
Community Support

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

Hi @a_t_t_bitchfool,

 

Check out this article on this thread. It may help resolve the trouble you are having. Step 2 is one to focus on. 

 

-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 @ATTCares and @DIRECTVService

*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 43 of 52
Contributor

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

SJD,

     Seen your post, albeit (is that really a word?) a year and change later.

 

     Just want to assure you that you are not the only one. Constantly have issues, calling support is demeaning because they will insist you go through their steps and after all of the steps, which you've already done prior to the call (actually, I get my dog to do them), you finally get to the get a tech out there part where they give you a 4 hour time frame.

 

     Power outage and once again, recordings are missing and 1 tv doesn't work.

 

     And yes, my $400 reward visa -- NOPE, NEVER GOT IT. I GOT SENT AROUND TV, INTERNET AND PHONE AND MOBILE AND SPECIAL REWARDS DEPT THAT DOESNT REALLY EXIST SEVERAL TIMES .

 

    Oh, can't forget NOT GETTING MY MILITARY DISCOUNT EITHER, which was part of my decision process. Of course, watching PBS this week proudly presenting Mr Burns yet another version, has brought back wonderful memories and understand why I didn't get my military discount -- no such thing with att.

 

     So, I understand the pain. And when I went to att place and asked how I could save some money recently  -- ATT HAS ALL OF our ACCOUNTS, THOUGHT IT Would SAVE ME money but no -- I can save $100 by going w direct tv -- part of att machine.

 

     I CAN SAVE A LOT OF MONEY, GET STUFF THAT REALLY WORKS AND IS MORE RELIABLE WITH BETTER SERVICE FROM 2 DIFFERENT COMPETITORS, COMCAST BEING One Of THEM.

 

     GOOD LUCK!

Message 44 of 52
Employee

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

For more info tips on troubleshooting, you can check this out:

 

https://www.att.com/esupport/main.html#!/u-verse-tv/topic_uversetvsupport-topic_dvr0-topic_dvrtroubl...

Ruth H.
*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 45 of 52
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