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Red X and 8 underneath

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Tutor

Red X and 8 underneath

Have not had Uverse for even 1 week yet.  TV stopped and went blank.  Power button on DVR would not work, so I unplugged power from back of DVR.  Following advice elsewhere on this site,  I plugged back in & unplugged again when I saw the 3 dots (twice).  Then the gear and progress bar came up.  Now I have a red X and 8.

 

Suggestions?  Am I missing another way that might fix this?

 

If the DVR is dead, can we change the cables some way to watch TV without the DVR?

 

Or maybe I should post in another forum?  I am sorry - new to this.

 

 

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Message 1 of 6
ACE - Professor

Re: Red X and 8 underneath

You need to call Tech Support at 800 288-2020.

They can help getting your problem fixed.

 

Or you can try the Troubleshoot & 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 2 of 6
Community Support

Re: Red X and 8 underneath

Hi, @muleybubs 

 

Thank you for joining the U-verse Community. I'm sorry to hear that your DVR isn't working properly but, we'll be glad to help you. Have you had time to try Jeffster's suggestion for using our Troubleshoot & Resolve tool? If the DVR still does not working then you can also attempt a Full Disaster recovery reset to help with this issue. To perform the disaster recovery, press and hold Power, down arrow, and OK simultaneously to power cycle the receiver. Wait until the gear appears on the screen before releasing. A gear appears on the screen with a status bar. Once that successfully completes, it will go through the standard reboot screens and then Live TV will come back up.

I hope this helps! Let me know if this solution doesn't work and I'll be glad to help issue you a replacement. Thanks! Smiley Happy

 

- MorganCS
- 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

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 3 of 6
Community Support
Solution
Accepted by Community Support (Community Support)
Accepted by ATTU-verseCare
‎09-30-2015 1:39 AM

Re: Red X and 8 underneath

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

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

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.
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Message 4 of 6
Tutor

Re: Red X and 8 underneath

This has happened to me 7 times in the past 5 months. Every time the box has to be replaced and every time the a&e thing happens again. AT&T will be losing my business shortly
Message 5 of 6
Community Support

Re: Red X and 8 underneath

Hi @Jdr3000,

 

I am so sorry about the issues you are having with your DVR, but we will be glad to help. With your DVR, is it connected to a surge protector or directly to the wall outlet? Also, if possible, try swapping the DVR around with another location in your house. Our DVR works as a Total Home DVR, so moving the DVR around should be no problem as all functionality for all receivers in your house will stay the same.

 

-David T

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

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.
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