Recordings list is unavailable - wireless receiver only

Recordings list is unavailable - wireless receiver only

I have had the following setup for awhile now:

 

  • DVR
  • 1 Wired STB
  • 1 Wireless STB

We have had relatively little issues (wireless receiver could view recordings, etc.) with anything until after a power outage the other night.  When we went to turn on the wireless STB, it indicated a connection issue with the WAP.  After recycling the WAP and the wireless STB, we did get the wireless STB to sync back up.

 

The problem is that ever since the STB has been sync'd back up, we have been unable to view our recordings from the wireless receiver or pause/rewind live tv.  However, we can still watch tv from this receiver, view scheduled recordings, and even click on account management in the menu and it recognizes our account, etc.

 

I have tried resetting the WAP (reset button on back) without any change. 

 

Since then, I have done the following, waiting for each device to fully power up before continuing:

 

  • Unplugged all devices (RG, DVR, WAP, and both STB's)
  • Turned on RG until device fully functional
  • Turned on DVR until device fully functional and DVR accessible
  • Turned on WAP until fully functional
  • Turned on Wireless STB until fully functional
  • Turned on Wired STB until fully functional

Same issue occurs even after power cycling all devices

 

Items of note:

 

  • If I go to the menu on the DVR and view the THDVR info, system shows number of TV receivers as 3
  • If I go to the menu on the wired STB and view the THDVR info, system shows number of TV receivers as 3
  • If I go to the menu on the wireless STB and view the THDVR info, system shows number of TV receivers as 1

It seems like the wireless receiver has gotten out of sync with my system.

 

WAP is Cisco

Wireless STB is Cisco ISB7005

 

Any thoughts on how to get the wireless STB to properly access the DVR again?

Message 1 of 13 (89,640 Views)
Employee

Re: Recordings list is unavailable - wireless receiver only

Which RG do you have?
The 3800,3801 and 589 should all respond to your steps,

In your steps you do not say you factory reset RG, only rebooted. If 3800, 380, 589 repeat your above sequence with a factory reset of RG. The RG keeps a device list and how connected, the factory reset deletes this list and builds a new one as receivers are connected.

If you have an inid with i38hg, inid receive software update (reported issue in late August, early September (wifi live TV OK, sees future recordings, no dvr functions...pause, recorded TV, dvr booting error messages) would need inid replaced, recomend 589 vonded install, thiis would take a few hours to remove all inid components, install new NID, grounding, possible new homerun to RG placements, rewire jack, load new software to 589, reboot each receiver.

Hope this helps, please post results, thank you.
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 13 (89,606 Views)
Highlighted

Re: Recordings list is unavailable - wireless receiver only

My RG is the 3800

 

I was hoping not to factory reset the RG (mainly due to some firewall configs I didn't want to have to redo) but will do so and repeat the steps and report back.

 

Thanks!

Message 3 of 13 (89,601 Views)

Re: Recordings list is unavailable - wireless receiver only

As requested, I did a factory reset on the 3800 and then repeated the steps in my original post.

 

The end result was exactly the same as my initial post, still unable to see recordings and unable to pause/rewind live tv on the wireless STB.  It also still only shows 1 receiver in the THDVR info settings while the other two receivers show 3 receivers in the THDVR info settings.

Message 4 of 13 (89,595 Views)
Employee
Solution
Accepted by topic author thundermonkey
‎09-30-2015 1:39 AM

Re: Recordings list is unavailable - wireless receiver only

[ Edited ]

Hello Thundermonkey,

 

I'm sorry to hear the wireless receiver isn't communicating with the DVR but, thank you for including great detail on your equipment and troubleshooting. I have one more recommendation that may help resolve this issue before considering any replacement options. Have you tried a master (factory) reset on the wireless receiver?

To quote the steps from 'My Thoughts' on an earlier post, depress the "Power", "OK", and "DOWN" buttons for 10 seconds, release "POWER" and then the middle lights will flash three times, release all buttons, you'll see a single gear appear on screen, then 2 gears, etc. give it about 15+ minutes to reset, then another five to load the guide and DVR functions.

If these steps are done on the DVR unit then it will reformat the hard drive and wipe out the recordings but, if these steps are done on the wireless receiver, no recordings will be affected. This reset is mainly used for the DVR unit but, I've seen this help with numerous issues with wireless boxes as well. If it still doesn't work then I believe replacing the box would be the best solution. I hope this helps! Feel free to post your results. Thank you Smiley Happy

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 13 (89,556 Views)

Re: Recordings list is unavailable - wireless receiver only

Thanks Morgan!

 

Factory resetting the wireless receiver did the trick. 

 

Recordings and pause/rewind live tv is working again.  I was hopeful that a reset of the receiver would work, I just wasn't doing a good job with my searches  on how to actually reset it Smiley Sad

 

Thanks again for all your help in getting this resolved.Smiley Very Happy

Message 6 of 13 (89,537 Views)
Employee

Re: Recordings list is unavailable - wireless receiver only

Awesome! I'm glad to hear that worked for you. Smiley Happy

If you encounter any issues with your equipment in the future, feel free to check out our Troubleshoot & Resolve solutions.

 

- MorganCS

- ATTU-verseCare

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 13 (89,515 Views)

Re: Recordings list is unavailable - wireless receiver only

The wireless receiver you are talking about is the tv box that you have in the room not the little black box that is connected to your router?

Message 8 of 13 (17,439 Views)

Re: Recordings list is unavailable - wireless receiver only

Sorry hit return before I was finished.  My son is having the same issue with his wireless box in his room.  It won't let him see the listings on the DVR so then I have to reboot the little wireless box.  Most the time that works.  But lately we have to do that a few times a week.  So thought maybe if I did that factory reset to his box in his room that might work but wanted to make sure that was the same thing you were talking about.

 

Sheila

Message 9 of 13 (17,437 Views)

Re: Recordings list is unavailable - wireless receiver only

Wow, didn't expect to see this post show up again :-) Yes, the box I was having issues with was the standalone wireless box that we had in our bedroom. This was/is not the box with the hard drive that is directly attached to the router. Based on my results, as long as you are performing these steps on a non-DVR box (one without a hard drive), you will not do anything that will hurt recordings. Although the process does take some time while it goes through its reset, I would definitely recommend giving it a shot since it won't do any harm to your overall setup. It definitely shouldn't make the situation worse.
Message 10 of 13 (17,424 Views)
Community Support

Re: Recordings list is unavailable - wireless receiver only

Hi @shedwards1,

 

A reboot of the entire U-verse system may need to be done. Press and hold the reset button on the modem for 20 seconds. Perform the same on the DVR and remaining boxes by pressing and holding the power button for 10 seconds.

 

-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 11 of 13 (17,423 Views)
Contributor

Re: Recordings list is unavailable - wireless receiver only

I have 3 tvs and this shows up on them all. I'm not sure what all the things are that the original poster did in his post, but I tried doing the reset by pressing the power, ok and down buttons and that didn't work. Then I went downstairs (and battled four spiders 😩😩) and pressed the reset button for 20 seconds on the box that says 2WIRE on the front (there's that one, a big battery and then one that says netgear so I picked one AND when I simply unplugged it, it didn't help!) so after I reset downstairs I came back up and held down power on the receivers and that also didn't work. One tv showed up with a big red X on it so I tried rebooting again. Both my mom and I only watch one show each and they're both stored on our DVR so we're crying here! (Exaggeration) but I did all of this and nothing worked. Please help!
Message 12 of 13 (15,309 Views)
ACE - Master

Re: Recordings list is unavailable - wireless receiver only

[ Edited ]

@Allyssaourada  Try this: 

 

Pull the power cords on the backs of the DVR and the STBs upstairs. Leave them unplugged and go downstairs to the RG (modem).  

 

Unplug the RG (the one that says 2WIRE and has the flashing lights).  Stay downstairs with the spiders (sorry) for a minute.  Plug the RG back in.  Allow all lights to become functional.

 

Say goodbye to the spiders and return upstairs.

 

Plug in the DVR next.  Wait for it to start working.

 

Plug in STBs last.

 

Check your recordings on all your boxes.

 

You just did a Whole House Reboot and maybe made some new friends!

*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 13 of 13 (15,246 Views)
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