greg hughes - dot net - DirectTV DVR glitch - You might need to reset now

Tuesday, October 07, 2008

DirectTV DVR glitch - You might need to reset now

DirecTV had an unusual technical glitch sometime in the past 48 hours, and as a result customers with either standard or HD DVRs might experience issues with a "frozen remote" or similar behavior. DirecTV Has emailed customers to let them know (see below).

This is important because if your DVR is in the hung state they describe, you need to reset it, or your scheduled recordings will likely not be recorded.

I had the issue exactly as described the night before last on my HD-DVR, and did a red button reset (RBR) at that time in order to restore it to normal functionality, which is pretty much what the email from DirecTV says to do:

IMPORTANT NOTICE ABOUT YOUR HD DVR OR DVR RECEIVER

In our effort to improve and expand our service, we experienced a temporary technical glitch. If your HD DVR or DVR receiver is not responding to your remote control or front panel commands, you can resolve this issue by pressing the red "Reset" button located inside the small door on the front right corner of your receiver. Please allow about 15 minutes for your receiver to complete the resetting process. Once completed, your picture will return automatically. Unfortunately, any show you may have scheduled to record yesterday will not be available on your DVR.

We sincerely apologize for any inconvenience this may cause you. Our promise is to provide you with the best television experience, and to resolve any issues that might arise as quickly as possible. If you have any further concerns, please do not hesitate in contacting us at 1-800-347-3288.

Add/Read: Comments [9]

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Tuesday, October 07, 2008 4:43:36 PM (Pacific Standard Time, UTC-08:00)

Tuesday, October 07, 2008 7:40:22 PM (Pacific Standard Time, UTC-08:00)

I just got off the phone with Directtv about the same problem, except none of the above will work.I have reset and reset, put in codes, everything! They sent me a new DVR box...and guess what ... the remote works for 2 hours then its not working again. I thought the installation technician purposely sabotaged me, because I made him do extra work (He was livid). Anyway, a technician is coming out Thursday, so we will see. The Customer Service rep tried everything with me and nothing would work...this is my second DVR box in a month.

Dawnyell

Tuesday, October 07, 2008 7:43:27 PM (Pacific Standard Time, UTC-08:00)

Dawnyell - Too bad you're having problems, but it sounds like your issue is not the same one I was describing, since this specific issue was a configuration issue that only occurred a couple days ago the first time.

Be nice to your installers, they work hard and tend to know their stuff. If all else fails they'll probably send a more senior installer to take a look.

Greg

Sunday, October 26, 2008 2:33:40 AM (Pacific Standard Time, UTC-08:00)

I've been gone for two weeks and came home to a major glitch. Blue screen, and error message saying "Your receiver is having difficulty starting up. To assist start up, unplug the receiver for 1 minute and then plug it back in." That doesn't work...goes into a hard drive check, then I get the same message. Tried the reset button, same thing. Office is closed right now so 800 help isn't available. Any ideas?

Bob Creson

Monday, December 01, 2008 1:04:41 AM (Pacific Standard Time, UTC-08:00)

my direct tv HD DVR has stopped responding to the remote control commands. It started to happen while viewing a recorded show. I noticed that the remote controls everything else TV, Audio Receiver but not the DVR. If I bring the remote control right in front of (almost touching) the IR panel, it picks the signals but even from a few inch away it doesn't see the signals. This is a brand new set, just installed 2 weeks ago, I can not figure out what the problem is. If I turn the receiver off over night, the next day the remote controls the DVR normally, but after few hours it starts to fail again. I called the technical support and I received a very lousy troubleshooting. The person on the phone keeps insisting that the remote needs to be re-programmed for the receiver. I kept telling her that, it works just fine when the DVR/receiver is first turned on, after ~3 hrs it looses the communication, to me it sounds like a DVR problem not the remote. But she kept telling me what the options are for the number combination!
I was suppose to get a call back from Technical Service dept within 24hrs to schedule an onsite visit, it's been 5 days, still no call.
Direct TV Customer Service sucks! I had Comcast for over 4 years I didn't have to call even once, I don't even know their number. Within 2 weeks I had to call Direct TV at least 5 times!!!
Anybody has an idea what might be causing this communication issue between DVR and the remote?
Thanks.

Okan

Wednesday, January 07, 2009 5:58:03 PM (Pacific Standard Time, UTC-08:00)

I'm having the same problem. Got home from a trip and remote frozen nothing recorded while I was gone. Direct TV can't come out for a week. I've tried the red reset button but it doesn't work. Do you know how to do a hard reset? I saw the tech do it one time but can't remember the procedure.
Thanks,
Mike

Mike

Sunday, January 11, 2009 9:33:48 AM (Pacific Standard Time, UTC-08:00)

I'm having the same problem here. They had me do a hard reset twice (reprograms the receiver) and also checked that the receiver was set to IR and not RF. Took about 5 or 6 phone calls but they finally agreed to send me a new receiver, since the one I have is only a few days old.
Hope this solves the problem.

Noel

Wednesday, April 22, 2009 7:27:56 PM (Pacific Standard Time, UTC-08:00)

Yeah i've just moved into a new apartment that shares a direct tv service. My housemate has the service in her name, but we each have our own HDDVR boxes. My remote seems to work in the day, but becomes sluggish at night, eventually not responding to any commands at all. It still controls the tv but not the cable. Could it be interference with my housemate's box or remote use? I thought maybe she keep's the tv off in day and watches at night? I dunno, but i know tomorrow morning it'll be right as rain again. Anyone else have this problem?

todd

Thursday, June 04, 2009 7:21:06 PM (Pacific Standard Time, UTC-08:00)

We've been having the same problem here. During the daytime, the remote and receiver work great, but by late primetime, the receiver ceases to react to the remote. I can press a button upwards of 30 times before I can get a response sometimes. At first we thought it may have been the remote, but checking it in a digital camera, the remote is definitely operational. We've reset the remote, and have also purchased a new remote with the same results. It must be the receiver. We've tried using the red reset button, but that does nothing to help the situation (just wastes 15 minutes).

Has anybody considered heat buildup? I've felt the box and it gets rather warm. Perhaps it needs better air circulation?

Alan

Wednesday, October 21, 2009 12:12:27 PM (Pacific Standard Time, UTC-08:00)

I have 3 new tv's and the remotes need programed I called direct tv and they never answered Ihave direct tv remotes.I called them they never called back.Can you help.4

Thomas Mosley

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