My DVR keeps rebooting, need help

Tutor

My DVR keeps rebooting, need help

[ Edited ]

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 (43,560 Views)
Community Support

Re: My isb7005 dvr keeps rebooting, need help

Hi @scotterr,

 

I am so sorry about the issues you are having with your DVR, but I will be glad to help. It does sound like the DVR is defective, and we can definitely help you get it replaced. I will send you a private message to assist you further on this issue.

 

-David T


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 here in the Forums by sending us a Private Message or checking out our Chat Support.

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 46 of 61 (9,835 Views)
Voyager

Re: My isb7005 dvr keeps rebooting, need help

Hi. No matter what I try, nothing works. My isb7005 (one of 2 additional rcvrs) keeps rebooting...Since saturday evening 7/19/14. It just lost a signal and has been in obsuritiy since.

 

I have unplugged... replugged... I get the Uverse screen.. I turn to a channel and it stays on for a minute or two then goes back into ATT reboot.

 

I have done attempts one, two, and three from the post above.

 

I have unplugged the main DVR and that didn't work.

 

Please note that this is ONLY happening in one room. Every now and then, I see the following message on the screen:

 

"Press BACK to try again or EXIT to cancel.

If this error happens again please try back in 30 minutes.

 

Error code: 0 - Failed to load resource

 

TV2RecourceLoad Exception: Failed to load resource

WebException: Unable to connect to remote server

SocketException: A connection attemt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond"

 

This is frustrating because my 1-year promotion just ended and so now I pay $50 more a month. Please help.

 

Message 47 of 61 (9,693 Views)
ACE - Expert

Re: My isb7005 dvr keeps rebooting, need help

nerohouse - Sounds like your STB is stuck trying to load the rollout. Try a destructive reboot. Then call for a replacement if that does not work, If it is the DVR, you will loe your recordings. But, consider them already gone as you will need a new DVR.

 

Do this on the front panel of the DVR itself, not on the remote:

 

1. Press and hold down the power button.

2. Within 1 second, also press and hold down the OK and down arrow buttons.

3. All 3 front panel lights (red, green, blue will come on). At this point, release the power button, but continue holding down OK and down arrow.

4. When you see a gear appear on the screen, release OK and down arrow.

 

The system will reload the factory software from the network. This will take 20-30 minutes, and then the system will reboot.

*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 48 of 61 (9,690 Views)
Voyager

Re: My isb7005 dvr keeps rebooting, need help

Thanks for this.

I just ended a chat with ATT. Gave the same instructions. It didn't work so
they are sending me a new box.

Appreciate your trying to help.


--
Message 49 of 61 (9,688 Views)
Contributor

Re: My isb7005 dvr keeps rebooting, need help

Now I have the same issue as many others in this forum after a power outage for about less than a minute. I have 1 main dvr, 1 wired and 1 wireless. The wired and wireless were actively rebooting, staying up for about a few seconds of operation with channels then rebooting in a cycle. I tried unplugging the main dvr, that seems to have the wired and wireless working okay. Plug back the main dvr, both wired and wireless go into the same loop of reboot

 

Should I request replacement of the DVR? For now, I am planning to cut out the DVR so atleast service is available to watch live, but can't stay without the DVR for long

 

Thanks

Message 50 of 61 (9,112 Views)
ACE - Guru

Re: My isb7005 dvr keeps rebooting, need help

 

First I would try the Troubleshoot and Resolve tool.

*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 51 of 61 (9,104 Views)
Contributor

Re: My isb7005 dvr keeps rebooting, need help

Attempted and as expected, it did not report any issues

I have a tech confirmed for t'row to come in and take a look

For now, I have turned off the DVR and using the other 2 receivers

Message 52 of 61 (9,063 Views)
Highlighted
Community Support
Solution
Accepted by ATTU-verseCare (Community Support)
‎09-30-2015 1:39 AM

Re: My isb7005 dvr keeps rebooting, need help

[ Edited ]

Slide2.JPG

 

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:

Slide3.JPG

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.

 

Slide4.JPG

 

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 here.

 

Slide5.JPG

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 here in the Forums by sending us a Private Message or checking out our Chat Support.

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 53 of 61 (8,993 Views)
Contributor

Re: My isb7005 dvr keeps rebooting, need help

I had tech come over, we debugged for a while and finally ended up replacing the DVR fixed the problem. The tech was little startled since the DVR itself was working ok but not with the wired and wireless receivers as they kept rebooting.

 

If nothing else works, looks like getting the DVR replaced seems to work, finally I got it resolved to resume by DVR recordings (ofcourse I lost all of my recordings on the old one)

 

Wish Uverse tech team debugs and finds a root cause so 1) don't have to replace the receivers (DVR) and 2) customers will be happy not to lose recordings if the DVR doesn't have to be replaced as they are still working but not with other receivers

Message 54 of 61 (8,975 Views)

Re: My isb7005 dvr keeps rebooting, need help

I've got some thoughts on this and although they're not really coherent I hope this gets back to the Uverse engineering department somehow.  

 

Just went through this.  Short power outage and afterward everything except the DVR came back up.  Four other STB's fine, DVR STP kept rebooting.  I have no wireless receivers.  Tried everything even down to disconnecting or powering down any device that used the RG's service....all wireless devices, STB's, etc.....then powering down the RG and letting it boot back up, then connecting the DVR directly to the RG with an ethernet cable.  Tried two non-destructive disaster recoveries.  The DVR kept rebooting to the "Press OK to start U-verse On Demand" screen, then would either reboot after a few seconds or reboot if "OK" was pressed or any other button hit on the remote or STB.   Finally chatted with an agent and although I didn't really want to I did the destructive disaster recovery and the DVR rebooted to the On Demand screen yet again but this time it finally stayed on but as you know all of my recordings were erased.

 

Now, here's where my thoughts come in.  Myself and others seem to have had this problem after a power outage where obviously everything boots back up at the same time.  I believe this is causing some sort of corruption or IP conflict in the software program that runs either the IP configuration on the network or elsewhere in the DVR controller software, but it does seem to be a corruption/conflict issue.  How else would you explain that wiping it out completely fixes the problem?

 

The reason this sticks out to me is that years ago I had an Airlink wireless router with a built in hard drive connected to a cable modem.  It was supposed to act like a network storage drive accessible to anything on the network.  With this unit, software was installed on all devices that needed to access the hard drive.  However, any time the network IP's were refreshed (default action I think by the cable company) or something else happened that essentially made two or more devices boot up at the same time, everything would lock up.  That is, each PC or laptop that was running the network hard drive accessing software would become unresponsive.  I don't remember what all I would have to do to correct this but it took a long time to figure out and a long time to get everything going once I did have a procedure.  It seems like it was something like....hard power down on locked up devices, turn off router, boot up devices one at a time, turn off the hard drive accessing software, shut down PC's, turn back on router, boot up PC's one a time to let them connect, etc......or something like that.  

 

I never was able to fix this issue, but I finally fixed the router....with a five pound hand sledge.  Man, it felt sooooo good.  

 

The fact that the DVR is essentially a network hard drive makes me think something similar is happening when it and several other connected devices boot up at the same time.  I'm hoping someone will see this and look into it because losing all of your data really stinks. 

Message 55 of 61 (8,502 Views)
ACE - Expert

Re: My isb7005 dvr keeps rebooting, need help

@SteinerSellers If it was an IP problem, after one (or during)one of the N-D disaster recoveries, you'd have gotten a red X.

 

Sounds more like the DVR had a spike when the power went on and fried something.  Call 1-800-228-2020 and tell them what's happening.  They could then dispatch a tech Monday to replace the DVR.  Good luck Smiley Wink

 

Chris
__________________________________________________________

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*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 56 of 61 (8,497 Views)

Re: My isb7005 dvr keeps rebooting, need help

As stated earlier, once the destructive disaster recovery (wiping out everything) was done the DVR STB started working again.  I'm not saying it's IP or anything, just for engineering to look at the situations that this happens.  It seems everyone has had it happen under the same circumstances, i.e. a power outage where everything comes up at the same time.  My DVR unit (and TV it's connected to) is the only one of my five STB's that is on a surge protector but it's the only thing in my house that had a problem.  I've powered down the unit a few times since then on its own and it's not gone back into the reboot loop.  

Message 57 of 61 (8,486 Views)
Contributor

Re: My isb7005 dvr keeps rebooting, need help

I have one DVR, attached to one TV and the router. I am now also in endless-loop land. It is not acceptable to me that AT&T knows this is a widespread issue, and offers only "here's a new DVR,  god bless and good luck in finding your shows you missed on the Internet, and reprogamming in all those shows you spent so much time programming in, but wait, they have to currently be on the air to program in. On top of the absymal Internet speeds -- it's just me, one TV, one laptop, and one smart phone -- how do whole families cope? (and yes, they sent another router in the beginning instead of figuring out what was wrong with speed) -- I'm ready to pay to get out of this mess. Been a customer only since May. I will not be shy about sharing my experience with friends now that I have all this down time. Smiley Sad 
Message 58 of 61 (7,695 Views)
ACE - Expert

Re: My isb7005 dvr keeps rebooting, need help

Know one seems to know what the parameters of this "widespread issue" are.  I know it's not affecting my devices.

*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 59 of 61 (7,689 Views)
Contributor

Re: My isb7005 dvr keeps rebooting, need help

Accidently unplugging the router should NOT permanently wreck a DVR.
Period.
Message 60 of 61 (7,688 Views)
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