Hard reboot of DVR or disaster recovery?

Master

Hard reboot of DVR or disaster recovery?

My wife has been going nuts since the Y& R soap hasn't been recording on our Moto VIP2250 DVR. What's strange is any program I record on it says it's recording but it really isn't since the red recording light on the front of the boxes isn't on. Luckily I've been streaming in the Y&R in the evenings via my computer from CBS.com so she hasn't missed any episodes. Too bad I had to disable Adblock plus to watch the programs since if you don't get the commercials you won't be watching the videos.

 

I did a hard reboot of the RG and the DVR by unplugging them at different times while this did not resolve the recording problems. I called tech support and spoke with a helpful gal named Jason. She had me unplug the power cord on the DVR 3 times while having it unplugged for 10 seconds in between plugging it back in. I asked beforehand if this is a disaster recovery and will we lose programs or scheduled recording which she said "no". Sure enough this fixed the problem and the DVR is again recording correctly. Also didn't lose any recorded programs or the schedule for recording them. Thanks Jason and a very helpful rep! 

 

I'll have to admitt I haven't been keeping up on DVR/STB  equipment operations or resolving technical equipment problems. I've never heard of unplugging the DVR 3 times to reset it and wonder if others have heard of this and what exactly does it do? Thanks ahead of time for any input!

 

Uniblurb3

If you get to thinking you're a person of influence, try ordering someone else's dog around.

Need help? Contact AT&T at 800-288-2020.
Message 1 of 11 (29,588 Views)
Employee

Re: Hard reboot of DVR or disaster recovery?

The three unplugs allows for software update without reformatting the hard drive.
The first gear is loading updates the second gear is application of update followed by a complete reboot of device. Normal time is 10 to 15 minutes.

Best to check your screen resolution and change if needed afterwards.
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 11 (29,545 Views)
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ACE - Expert
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Accepted by topic author Uniblurb3
‎09-30-2015 1:39 AM

Re: Hard reboot of DVR or disaster recovery?

Uni, here's a step by step for Non Destructive Disaster Recovery:

 

If the DVR functions are still not working, try a Non-Destructive Disaster Recovery.

Unplug the power cord of the DVR from the wall or from the back of the box and wait ten seconds. Plug the DVR back in.

When three white dots appear on the screen, unplug the DVR again. Repeat this process two more times.

Plug the 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 Disaster Recovery screen does not appear, repeat the steps above. If the Disaster Recovery screen appears, wait until completion.

If the Non-Destructive Disaster Recovery does not work, follow the steps for a Force Disaster Recovery

 

 Good luck Smiley Wink

 

Chris


Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems) or ATT Customer Care (all other problems)
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Message 3 of 11 (29,513 Views)
Master

Re: Hard reboot of DVR or disaster recovery?

Thanks for the input/answers "my thoughts" and Chris; especially the step-by-step instructions! Smiley Happy

 

The DVR is working great again. Most of all my wife is a happy camper in watching the Y&R every night like she's done for the past 30 years! And here I thought Victor went down with the Titanic! Smiley Wink

 

Uniblurb3

If you get to thinking you're a person of influence, try ordering someone else's dog around.

Need help? Contact AT&T at 800-288-2020.
Message 4 of 11 (29,481 Views)
Teacher

Re: Hard reboot of DVR or disaster recovery?

Out of the blue, with no warning, all of my TV's began reporting, "Recording list unavailable. Check to see if your TV is connected to the network, etc." Clearly, my TV's couldn't communicate with the DVR. Furthermore, the TV directly connected to the DVR (as a STB) wasn't working at all.

 

I tried all of the "usual" options - rebooting the DVR, non-destructive reboot, etc. Nothing worked. Finally (desperate people do desperate things) I performed a so-called "destructive reboot" (referred to here as a "forced reboot", I believe). This is where you disconnect power to the DVR, hold down the OK and down-arrow buttons on the front of the DVR while reconnecting power, continuing to hold down the buttons until the three lights on the control panel (Link, HD, Record) all flash, then releasing them.

 

This puts the DVR through a complete hard reboot sequence, and (regrettably) re-formats the hard drive, destroying any and all content previously recorded.

 

Bottom line: When it finished, everything was working again - except all my recorded content was gone, of course. Sigh. Thankfully, the list of Series and Scheduled Recordings IS preserved, so I don't have to re-enter all of that.

 

Have no idea why this happened, but I won't be surprised if it happens again in the near future, which would suggest that the DVR is going south, in which case I will request a replacement from AT&T.

 

But for now, it's onward and downward...

Message 5 of 11 (26,827 Views)
ACE - Expert

Re: Hard reboot of DVR or disaster recovery?

[ Edited ]

@BluesBrother Unluckily if you'd done a whole house reboot, RG, DVR, STBs in order, that would have set things right and no disaster recovery needed. Smiley Wink

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*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 6 of 11 (26,811 Views)
Teacher

Re: Hard reboot of DVR or disaster recovery?

Thanks, mibrnsurg. I did reboot the Gateway and the DVR, but not the STB's (I have 4). Granted, had I known that would work, it would have spared my recorded content. I guess my question is: What happens to the system such that this (a whole-house reboot) becomes necessary? And is this a "common" occurrence (I've had my system in operation two years, now, and this is the first time this has happened).

Message 7 of 11 (26,795 Views)
ACE - Expert

Re: Hard reboot of DVR or disaster recovery?

The one thing you can be sure about is that no- one can be sure what will work. Not being there adds to the unsurity. I believe , it is a sometimes event, i.e. hardly ever happens.

 

The trick is to work your way up in complexity and damage. Also. is it only the one box or are the communications between the boxes (that allow whole house DVR) just out of synch.

 

If you get a loss of signal from the TV, it is most likely the HDMI interface.

 

If you get a loss of signal from the STB, the first thing to do is wait five or ten minutes to see if it comes back. Well, maybe the first thing might be a chan up/down to see if it is the channel. Then wait.

 

If you think it is the one box, do a pull the plug reboot. If that does not work, do the whole house.

 

Then there is a complex more powerful non-destructive reboot, followed by the destructive, as a last resort ( to get immediate result instead of waiting for a new DVR).

 

If your problem was caused because of a stuck update rollout, you needed the destructive reboot. I believe that was your problem (which will never happen again) because that did happen to me - At least I think it did.

 

You can see that the process is more like going to the casino than rocket science.

 

*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 8 of 11 (26,791 Views)
Teacher

Re: Hard reboot of DVR or disaster recovery?

LOL. Yep, or what I call 50/50/90: A 50/50 chance it will work, and a 90% chance it won't!

Message 9 of 11 (26,679 Views)
Contributor

Re: Hard reboot of DVR or disaster recovery?

I tried this and the three dot screen never came up after several tries.  What do I do?

Message 10 of 11 (20,959 Views)
ACE - Expert

Re: Hard reboot of DVR or disaster recovery?


carlaboe wrote:

I tried this and the three dot screen never came up after several tries.  What do I do?


Well, what do you get?  Know from past experience the 3 dots can go very fast, other times it goes slower like on my current moto 1225.  I've had a 1216 and 2250, it was the fastest.

 

The 3 dots eill come on about 5 seconds after you plug it in and can disappear quickly. Smiley Wink

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*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.
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