My DVR keeps rebooting, need help

Tutor

My DVR keeps rebooting, need help

I have been with att uverse for a few months now. Power went out 4 days ago and since then our bedroom wireless dvr has been constantly rebooting. Lights randomly flash, it cycles thru and sometimes I even get to see 15 seconds of tv before it says no signal and starts over again. Att support didn't find any problem so they sent another receiver and the second i get it connected to the network it starts rebooting too. A second call to customer support results in them wanting to send a technician so before they do I wanted to check here to see if anyone had any tips or advice before I get charged $99 for them to come out and tell me its something my fault.

There has been no issue at all with our living room tv and dvr or internet and wireless access. I have rebooted the modem and wap and even plugged the dvr into another outlet. Any help would be really appreciated. Thank you!!

Message 1 of 61
Community Support

Re: My isb7005 dvr keeps rebooting, need help

Hi iamthesimple1,

 

Just wanted to check in with you to see if the information that gbelous or mibrnsurg helped with your intermittent TV picture. If you tried what gbelous suggested, and it is working fine without the DVR, we may need to replace it. If so, let me know and I will be glad to take care of that for you.

 

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 16 of 61
Contributor

Re: My isb7005 dvr keeps rebooting, need help

I have the same exact issue... anything I can do myself? As long as the main DVR is unplugged, my wireless receiver works fine... I've had to have several units replaced over the past few months. Do I have to wait for a tech to come out and replace it again? And risk the $99 charge...

Message 17 of 61
ACE - Expert

Re: My isb7005 dvr keeps rebooting, need help

Cmon_U_verse - Is the DVR connected to the RG cat5? If not can you do it?

When the DVR is not connected the STB works in a stand alone mode. When the DVR is connected the whole house DVR & trick play kick in. In this mode the DVR, RG and STB must all work to together. This background activity is most susceptible to defects in wiring & electronics.

Make sure all COAX connections are tight & the WAP is well positioned. Try whole house reboot - Pull power on all U-verse components. Replug RG. Wait for all green. Replug DVR. Wait for viewing. Replug addl STBs/WAPs.
*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 18 of 61
Community Support

Re: My isb7005 dvr keeps rebooting, need help

Hi Cmon_U_verse,

 

Hopefully, the information that aviewer provided you got everything working the way it should be. If not, you may have the same issue as gbelous. If so, please send us a detailed message by clicking here. Be sure to include your name, account number, phone number, and the best time to reach you. I would be glad to assist with this and make sure it gets handled appropriately.


Keep an eye on the at the top right corner of your screen for a response.

In the meantime, let me know if you have any other questions or concerns!

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 19 of 61
Contributor

Re: My isb7005 dvr keeps rebooting, need help

I'm having the same problem. Just had a new wireless receiver sent then read this post. Do I need a new main box? I unplugged that box and now have tv on the wireless.
Message 20 of 61
Tutor

Re: My isb7005 dvr keeps rebooting, need help

I would definitely make sure you rule everything else out that it could be, before requesting a new dvr. I think the way the tech finally determined it was the main dvr was that he had both units plugged in so the reciever was rebooting, then he unplugged the power on the main dvr and that made the other one stop cycling thru. He waited a few minutes to be sure then plugged the main back in, then shortly after the receiver started skipping, pausing and finally began rebooting again.

Anyone I had talked to when calling techincal support never heard of this issue. Perhaps it's just too new of a box and hasn't been field tested properly.

Message 21 of 61
Highlighted
Community Support

Re: My isb7005 dvr keeps rebooting, need help

Hi Mountain1225,

 

I apologize for the inconveniences you are also having with your wireless receiver. One thing you may also want to try to do is rebooting the U-verse router and all your receivers by just unplugging the power from them, waiting a few seconds, and then plugging it back.

Also, the information that gbelous provided is very helpful. If you notice that it works a lot better after removing the main DVR, that could be the issue.

If so, let us know by  clicking here. Be sure to include your name, account number, phone number, and the best time to reach you, and we would be glad to help in replacing your DVR.


Keep an eye on the at the top right corner of your screen for a response.

In the meantime, let me know if you have any other questions or concerns!

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 22 of 61

Re: My isb7005 dvr keeps rebooting, need help

I had the same issue (wireless receiver reboots after showing approx. 25 secs of TV and continuously repeats the cycle). However, after reading the postings here, I unplugged the power supply of all the AT&T devices (wireless receiver, access point, gateway, and #2 wired receivers for about a minute). I reconnected/ restarted the gateway first and then the access point, then the wireless receiver. Whola!!! it is now normally working. Then reconnected/ restarted the #2 wired receivers. Every device is now functioning properly. Hope this will be helpful.
Message 23 of 61
Contributor

Re: My isb7005 dvr keeps rebooting, need help

I started having the same rebooting problems with my ISB7005 last night. My main set top unit with built-in DVR was working fine (was able to record, play back, etc), so for my situation I couldn't help to think it was related to the Wireless Access Point (WAP) and wireless set top box (ISB7005) connection.

 

Attempt #1. Turned off / unplugged the Residential Gateway (RG), WAP, and ISB7500 and started each one up one by one (in that order), but the problem still occurred.  

 

Attempt #2.  Then I unplugged both the WAP and ISB7500, and then turned on the ISB7005 (with WAP still unplugged).  Doing so then made the ISB7005 display the prompts on the TV to try to pair the ISB7005 with the WAP.  I then plugged in the WAP and followed the prompts from the TV.  Still had the rebooting occurred.

 

Attempt #3.  I then started the same steps from "Attempt #2, but after plugging in the WAP, I then used the tip of a pen to push the RESET button on the back of the WAP (not the RG) for about 15-30 seconds until the one of the indicators on the WAP turned red (can't remember which one).  After both indicators on the front of the WAP went back to green, then I followed the prompts on the TV to pair the ISB7005 to the WAP.  SUCCESS!

 

If you're not familiar with the device names, please see the hyperlink below: http://www.att.com/support_media/images/pdf/uverse/TV_Wireless_Receiver_Self_Installation_Guide_ATT1...

 

The instructions from the link doesn't mention about resetting / returning the WAP back to factory setting by pushing the red button, but that's what I did in trying to pair the devices together again.  

 

To make a long story short, from either rebooting the isb7005 too many times or from moving the ISB7005 around, etc, I think there was a pairing problem between devices that needed me to reset the WAP back to factory settings, to do a clean "re"-pairing.  For those not familiar, "pairing" means to establish data link between devices (like pairing your bluetooth headset to your cell phone).

 

Now, my original setup had a netgear switch connected between the RG and the WAP (to allow for better placement within the house).  To troubleshoot, I connected the WAP directly to the RG, where I was successful in the steps stated above.  When moving the WAP back to its proper location, I went ahead and unplugged and replugged the netgear switch before connecting the WAP.  I don't believe the switch had anything to do the problem (but I did it anyway).  So in the event your setup included a switch, you may want to try unplugging and replugging the switch as part of your troublshooting.

 

Hope this helps.

Message 24 of 61

Re: My isb7005 dvr keeps rebooting, need help

I had to take back my successful outcome. Several minutes after, one of the wired receiver and the wireless receiver started and continued the rebooting cycle after approx. 20 seconds of connected/ normal status. After reviewing again the threads above, I unplugged the power supply for the wired receiver that was not rebooting (I'm assuming it is the receiver with the DVR), the rebooting issue for the two other receivers stopped. When I reconnected the power supply for the receiver with DVR, the rebooting issue for the two other receivers started again --- same as gbelous.

I got a technician scheduled today, but, the technician never showed up. The only call that I received about it is 30 mins before the last hour of the supposed arrival time (830 PM), somebody from AT&T called and asked me if I wanted to wait for the technician beyond the arrival time or reschedule. I chose to wait but no technical support. I'm hoping somebody from AT&T can prioritize my 'new' service request - ASAP.
Message 25 of 61
Community Support

Re: My isb7005 dvr keeps rebooting, need help

Hi searcher75,

 

I apologize for all the inconveniences. I will be glad to look into your account and ensure someone goes out there. I will have our team send you a private message to get your contact information, so be on the lookout for one.

 

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 26 of 61
Contributor

Re: My isb7005 dvr keeps rebooting, need help

I began having this exact issue today.  I unplugged my DVR and both wireless receivers work correctly.  How do I get my DVR replaced?

Message 27 of 61
Contributor

Re: My isb7005 dvr keeps rebooting, need help

My dvr keeps rebooting as well. I believe it's a VIP2250. We had a short power outage. Internet and wifi work great - just can't access my dvr. TV plays for about 15 seconds before it reboots. Can anyone help? We've rebooted everything, but no luck.  Smiley Sad

Message 28 of 61
Employee

Re: My isb7005 dvr keeps rebooting, need help

No wireless receiver(s)?

Sounds as if corrupt program?
May try disaster recovery, unplug dvr, plug in, get three dots unplug...do this three times will get single gear allow time to do its thing.

If still issue then need to perform factory reset, will lose all recordings....
Factory reset for boxes...depress power, ok, down arrow 10~15 seconds, release power continue to hold ok, down till front panel lights flash three times..release buttons...single gear two gears, will auto reboot come back in 15 minutes see if can record, pause playback...NOTE on DVR this will reformat HD loss all recordings.
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 29 of 61
Contributor

Re: My isb7005 dvr keeps rebooting, need help

Correct - no wireless receiver. I'll try that first option (disaster recovery) when I get home tonight. Thanks!

Message 30 of 61
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