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Re: Wireless receiver loses connection to access point

Mentor

Wireless receiver loses connection to access point

Have had one wireless receiver for some time (over a year) and still find that it loses connection to the access point almost every night.  We go through the process of power cycling both the access point and the wireless receiver and it usually works for the next 24 hours or so.  The access point is across the room about 15 feet with a direct line of sight between the two.  The access point is connected to the gateway via cat5 on s direct port (ie not through a switch).  I remember sometime back there was a firmware upgrade that was supposed to fix this, which I believe I got.  Is there a way to confirm the firmware version and update it, or does anyone have any other suggestions. 

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Message 1 of 226
Expert

Re: Wireless receiver loses connection to access point

tigerhorn - Yes, it gets confusing - If the RG is 3800 or 3801 you would not be INID/Pair bonded. That install is for loops beyond normal range & has different equipment.

Since you are cat5, have you tried a whole house reboot. It works for many people.
Pull power on all your devices.
Repower RG, wait for all green,
Repower DVR wait for viewing ability
Repower other STBs & WAPS
Of course, wait til you are not recording an important show to pull the power.
Message 46 of 226
Tutor

Re: Wireless receiver loses connection to access point

I will try that and report back
Message 47 of 226
Community Support

Re: Wireless receiver loses connection to access point

Hi tigerhorn,

 

Hopefully, the information that aviewer provided got everything up and running the way it should be. I have noticed that sometimes when my home media server starts having issues, that a simple reboot fixes it. If you are still having issues and need the WAP replaced, I will be sending you a private message so you have a direct contact with our team, so we can assist you further.

 

-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.
*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 48 of 226
Tutor

Re: Wireless receiver loses connection to access point

Whole house reset didn't work...how do I get a new WAP?
Message 49 of 226
Community Support

Re: Wireless receiver loses connection to access point

Hi tigerhorn,

 

I have received your message and sent one back to you. I look forward to working with you to get this issue resolved.

 

-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 @ATTHelp

*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 50 of 226
Contributor

Re: Wireless receiver loses connection to access point

Hello,

 

My mine does the same things about 3 times a week. What can I do to fix this?

 

 

Thanks,

 

Parrish

Message 51 of 226
Community Support

Re: Wireless receiver loses connection to access point

Hi Parrish_R,

 

I apologize for the inconveniences you are having with your Wireless receiver, but I will be glad to help. If you are still having issues after the steps that aviewer has offered, we may need to replace your wireless access point. I will have someone from my team send you a private message to look into this further 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.
*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 52 of 226
Tutor

Re: Wireless receiver loses connection to access point

I am also having this issue with my one reciever.  I tried to access the AP but looks like the password was changed.  If I could check the setting I m sure I should be able to resolve issue without a new box. (I hope).  Any ideas?

Message 53 of 226
Employee

Re: Wireless receiver loses connection to access point

No customer access, WAP set to auto find channel.
How is signal strength, needs 3 bars or greater, consistently. If bars are in the red 1 or 2, need to move WAP closer or receiver.
If bars are good recommend factory resetting receiver to ensure latest software.
If problem persists may need to replace WAP after verifying moved does not solve problem.

Factory reset for boxes...depress power, ok, down arrow 10~15 seconds, release power continue to hold ok, down till front panel lights flash three times..release buttons...single gear two gears, will auto reboot come back in 15 minutes see if can record, pause playback...NOTE on DVR this will reformat HD loss all recordings.
*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 54 of 226
Tutor

Re: Wireless receiver loses connection to access point

Signal: All bars

Factory Reset: Done multiple times, only allowing aprox 1/2 to 2 days usage.

Problem has been going on for over 2 months, but I have been working so much I have not been able to confront issue until now since it is in another room and my wife will not call tech support as she doesnt know what to say.

 

Wireless unit is non-recorder.  Recording unit is hardwired.

Message 55 of 226
Employee

Re: Wireless receiver loses connection to access point

Do you have two wireless receivers, if yes, swap locations.
This will tell if receiver is flaky or wireless interference to location.

If have only one wifi stb, move to same room as WAP or at DVR location to test reliability.
*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 56 of 226
Tutor

Re: Wireless receiver loses connection to access point

I have swapped the unit to another bedroom temporarily a few weeks back, but had to swap back to get reliable tv back to our bedroom.  Moved to our guest bedroom, master, then back to kiddos room which requires the wireless unit.  The guest bedroom has the WAP.

Message 57 of 226
Community Support

Re: Wireless receiver loses connection to access point

Hi rpk2012,

 

I apologize for all the issues you are having with your wireless receiver. With the troubleshooting that my thoughts has provided, it does sound like the receiver may be the issue, as swapping it around seemed to have helped. I would be glad to help you get this rectified, and will have our team send you a private message, so you have a way to directly work with us.

 

-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.
*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 58 of 226
Voyager

Re: Wireless receiver loses connection to access point

I am having the same issue and I have tried all the recommendations.  I have the infamous Cisco Router.  How can I get a Motorola?

Message 59 of 226
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Voyager

Re: Wireless receiver loses connection to access point

Do AT&T employees not monitor this forum any longer? 

Message 60 of 226
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