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 (43,704 Views)
Employee

Re: My isb7005 dvr keeps rebooting, need help

[ Edited ]

Sorry to hear of your unusual issue.
Which RG do you currently have ? ( 3890, 3801, inid with i38hg or 589?
Please note there is only one DVR, the wireless set top box is just a receiver.

 

This started after power outage, 
Your issue sounds like a problem with the power supply (PS), or power at that receptacle,
The wireless use a smaller power supply than a hardwired box.
When you received the new wireless box, did you also replace the power supply?
Have you tried the wireless box connected to TV with DVR, be sure to use wireless PS not DVR PS.

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 61 (41,359 Views)
Tutor

Re: My isb7005 dvr keeps rebooting, need help

What's an RG? I'm not home right now so I don't know what number it is. Sorry, yea the reciever isn't working, not the DVR (thank god).

I did replace the power cord that has that little box and even plugged it into a different outlet. I didn't put it on another tv though. 

Message 3 of 61 (41,339 Views)
Tutor

Re: My isb7005 dvr keeps rebooting, need help

Could there be an issue with the access point or modem...whichever the wireless receiver connects to to get it's signal? Or does it only talk to the main DVR in the other room?
Message 4 of 61 (41,325 Views)
Community Support

Re: My isb7005 dvr keeps rebooting, need help

Hi gbelous,

 

I apologize for the issues you are having. RG stands for Residential Gateway or U-verse modem/router. But there is definitely a possibility that the wireless access point is having issues. When you notice the box reboot, does the power light go out also? If so, then it may not be an issue with the Wireless Access Point. Let us know how it goes, and if you need the wireless access point replaced, I would be more than glad to help with that.

 

-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 5 of 61 (41,294 Views)
Tutor

Re: My isb7005 dvr keeps rebooting, need help

[ Edited ]

Thanks, I am on the "chat" now to schedule a technician to come out and handle it. I tried calling 3 times and each time while I was on hold it hung up on me after 7 minutes. I am not home at the moment so I am not sure what the lights are doing. I believe the power light just constantly blinks randomly as it cycles through. If the box is plugged in there is no way to turn it off, it just keeps going and going until it is unplugged.

Message 6 of 61 (41,291 Views)
Community Support

Re: My isb7005 dvr keeps rebooting, need help

That is definitely a unique situation. I am so sorry for all of this and the issues even trying to get it fixed. If you are still running into any issues getting a technician, feel free to reach out to me and I will gladly get you setup.

Just send me a message by clicking here


Keep an eye on the little blue envelope icon 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 7 of 61 (41,285 Views)
Tutor

Re: My isb7005 dvr keeps rebooting, need help

[ Edited ]

Thanks. I just pray that the technician can figure it out. Hopefully not costing me $99 in the process. I am on my third remote and second reciever in 3 months. Not very promising consindering I have used TIVO and Comcast the past 10 years and never once had any issue with any hardware.

 

(sorry, just venting, have had a very rough day)

Message 8 of 61 (41,284 Views)
Community Support

Re: My isb7005 dvr keeps rebooting, need help

Definitely understandable, and I hope your day gets a lot better with the weekend coming up. If you do run into any further issues, any with any questionable charges, feel free to reach out, and I will be sure to direct it to the right people.

 

-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 9 of 61 (41,278 Views)
Tutor

Re: My isb7005 dvr keeps rebooting, need help

Thanks. I always appreciate the forum's help, so definitely not knocking that. I will update here when/if we figure out the problem just in case anyone else ever experiences it.

Have a great day/weekend!

Message 10 of 61 (41,275 Views)
Tutor

Re: My isb7005 dvr keeps rebooting, need help

The tech was here for about 3 hours Saturday and after trying many things...2 more receivers both wired and wireless, replacing the wap, calling a few people and finally someone suggested it was the dvr causing the receiver to reboot. Sure enough that was the problem. If the dvr was unplugged, the receiver would work fine. As soon as it was plugged back in the receiver would start rebooting. Solution is to replace the dvr but we have soooo many shows saved we have to watch them before we can do that. But at least we know the solution.
Message 11 of 61 (41,196 Views)
Community Support

Re: My isb7005 dvr keeps rebooting, need help

Thank you for keeping us posted! It is sad that it was the DVR, but it's always a huge relief when you know what is causing your problems. Whenever you need the DVR replaced, just reach out to me, and I would be glad to get that done 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 12 of 61 (41,183 Views)
Contributor

Re: My isb7005 dvr keeps rebooting, need help

My wireless box started doing this same thing this morning.  Will boot all of the way up, play tv for a few seconds, and then power itself off, and start rebooting..........

Message 13 of 61 (41,118 Views)
Tutor

Re: My isb7005 dvr keeps rebooting, need help

Sounds familiar. All it does when plugged in is keep rebooting over and over? Try unplugging the main dvr and see if the receiver stays on or not. If it stays on then my guess is the dvr is bad. I just finished installing the replacement dvr and so far *knock on wood* the bedroom receiver hasn't rebooted. No one at att knows why or how or ever heard of this but have them send a new dvr.
Message 14 of 61 (41,107 Views)
ACE - Expert

Re: My isb7005 dvr keeps rebooting, need help


iamthesimple1 wrote:

My wireless box started doing this same thing this morning.  Will boot all of the way up, play tv for a few seconds, and then power itself off, and start rebooting..........


Try plugging it directly into the power outlet, not on a power strip or UPC, this has sometimes helped.  Good luck Smiley Wink

 

Chris


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Need Help? PM ATT Uverse Care (all service problems) or ATT Customer Care (all other problems)
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Message 15 of 61 (41,105 Views)
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