Tuesday, 07 October 2008

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 [25]
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Tuesday, 07 October 2008 16:43:36 (Pacific Standard Time, UTC-08:00)
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Tuesday, 07 October 2008 19:40:22 (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, 07 October 2008 19:43:27 (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.
Sunday, 26 October 2008 02:33:40 (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, 01 December 2008 01:04:41 (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, 07 January 2009 17:58:03 (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
Sunday, 11 January 2009 09:33:48 (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, 22 April 2009 19:27:56 (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, 04 June 2009 19:21:06 (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, 21 October 2009 12:12:27 (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
Saturday, 21 November 2009 09:45:09 (Pacific Standard Time, UTC-08:00)
I had same problem with remote not working with HD DVR. Remote model # RC64R. Tech support said the remote is stuck between IR and RF mode..... Anyway, she walked me through the remote setup - had to use buttons on front panel of DVR (MENU, PARENTAL/FAV'S & SETUP, SYSTEM SETUP, REMOTE CONTROL, IR/RF SETUP... I selected RF and then CONTINUE. Now it works fine.



Dave
Wednesday, 25 November 2009 10:36:45 (Pacific Standard Time, UTC-08:00)
I've had this problem too. I called DirecTV and they had me do the following...
1. Make sure the slider on the top of the remote is all the way left to the DirecTV logo
2. Hold down the Mute button and the Select button at the same time, until the green light flashes twice.
3. Enter the code 00001
After doing this it worked just fine... until about an hour later when my remote stopped working again. This time I was not so lucky. The fix did not work. Unfortuneatly I will have to call them again. Errr!
Tuesday, 01 December 2009 22:15:03 (Pacific Standard Time, UTC-08:00)
my DirecTV box is making the TV make clicking noises and the power and record buttons are flashing!!! How do I fix this??
Michelle
Thursday, 03 December 2009 12:31:55 (Pacific Standard Time, UTC-08:00)
Michelle, mine is doing the same thing with the clicking noises and power and record buttons flashing. I am trying to reformat the hard drive. I'll post up if it works or not.
JR
Thursday, 03 December 2009 12:34:52 (Pacific Standard Time, UTC-08:00)
Generally, if you hear clicking sounds when the unit is trying to power up and the DVR system won't start, the hard drive is probably bad. If you hear something like a tap-tap-tap-tap or chachunk-cachunk-cachunk sounds repeating that's most likely the case.
Sunday, 31 January 2010 18:09:42 (Pacific Standard Time, UTC-08:00)
How do I reset my parental codes for a Hughes Satellite HIRD-A2 system. I purchased my Hughes off ebay and I have Dicect TV but I do not know how to reset the parental codes and I am locked out of many movies. HELP PLEASE.
Melissa
Thursday, 04 February 2010 12:08:23 (Pacific Standard Time, UTC-08:00)
This is a known issue with DTV. They told me last nite, they can't fix it, and I still have to pay for the HDDVR service even though it does not work. I bought the box from Best buy, now They tell me it is not mine. It is only leased. I have had this problem for 1 year now at least. Customer service told me I have no recourse. Yes I do, FIRE THEM !!!!
James Kearney
Tuesday, 16 February 2010 07:50:25 (Pacific Standard Time, UTC-08:00)
My issue is similar. I get no response from the remote or front panel & sometimes a screen freeze, so i have to unbplug or hit the red button to restart the recvr. Then it takes a good 30 min for the restart. Other times ... it just reboots all by itself in the middle of watching a program. Called tech support once and the said it was a satelitte alignment issue. I told them it wasn't because the other recivers in the house shown 96% signal strength average. They then told me they could send a tech out for like 49 dollars to verify that it was the recevier and not wiring. I told them if it was wiring then it was on them also because "they wired it!!!!". They then informed me my box was no longer under warranty ... which implies it is mine ... i mean i paid for it right ... guess again. Even though it is their equipment .. i am responsible for the breakdowns. I cannot even watch more than a couple of program without the thing crapping out on me. Read that it has to do with a "firmware upgrade" but i don't know.. it just started withing the past 2 months and it is getting unbearable.

Any ideas on what to tell direct TV to get the to replace the box? How much reseting can i do without loosing recorded programs? Is there a way to back them up? I am contemplating opening the box up and "drive copying" the hard rive to a computer drive i have and the having the replace the unit and drive copying back. Would i be copying my problems back to the unit? or is the harddrive only storing programs?
Jeff Brown
Tuesday, 16 February 2010 08:18:47 (Pacific Standard Time, UTC-08:00)
@Jeff Brown - The best way to get DTV to budge is to call and tell them you are canceling their service. Tell the you are switching to DISH because their hardware is flaky and your experience has been extremely poor for the past several months and you have asked for resolution and have not received it. Tell them they didn't hold up their end of the loyalty relationship.
Tuesday, 23 February 2010 18:14:32 (Pacific Standard Time, UTC-08:00)
I found if you have power saver on your TV - it blocks the signal turn off power saver on your TV!!!!!!!!!!!!!!!
Bonn Robin
Thursday, 18 March 2010 19:12:17 (Pacific Standard Time, UTC-08:00)
I too have the frozen remote problem. Don't waste your time trying to get a resolution from technical support. It's just my opinion, but it is likely a known issue that Directv does not plan on addressing on already-leased boxes. They are probably going to get rid of the bug through the manufacturer on newer boxes. I think that someone with the means and time should get a class-action lawsuit started. It is not right that the responsibility for repair or replacement falls on customers when there is a known, wide-spread issue. I personally have found that hitting the "on" button a couple of times will recycle the remote response, but this screws up any recording show that I have on. Shame on you directv for pawning faulty equipment onto your customers and not standing behind it. So much for your "world-class" customer service.
Gary Jones
Monday, 05 April 2010 17:12:55 (Pacific Standard Time, UTC-08:00)
Over the past month, when watching a recorded show, the box stops 3-4 minutes before the show is over and won't go further. The time line shows that it recorded but it stops early and will not go further.

Today I was watching the DVR and all at once the box wouldn't respond to the remote or the pushing of the buttons on the box. I had no control in any way. Once the show finished I had to unplug the DVR then plug it back in to get it to work properly again.

We have also had a problem I have seen elsewhere. The picture blacks out for 10-15 seconds or so, the volume is on, and of course just when you want to see what happens so we have to rewind in order to see the part we miss. This happens when watching from the dish or from recordings on the DVR.

We can send people to outer space, but we can't get an simple electronic box that works properly. I don't know why we can't get, what is basically a computer with a remote, that works properly.
Terri
Saturday, 03 July 2010 08:41:55 (Pacific Standard Time, UTC-08:00)
The panel lights, including the "big blue" light and the red light that indicates recording is taking place STOPPED working. The HD DVR works fine and all else is working. I don't need those lights but would like to have them working as they should.
I have used RESET, have turned the HD DVR OFF for a minute or so, have UNPLUGGED the HD DVR and nothing will get those lights to working again. The lights topped working a couple of weeks ago when there was a problem at Direct TV's end.
calling Direct TV's Customer Service is a LAST RESORT as I usually lose patience with them trying to reach the right people.
HELP ! !
Bill
Saturday, 03 July 2010 09:12:04 (Pacific Standard Time, UTC-08:00)
Never mind. Found the problem. Pressing the INFO button did the trick. Not sure how it got turned off to start with but Direct TV has been doing some stuff lately, at least that's what their on-screen message said.
Bill
Tuesday, 06 July 2010 08:28:21 (Pacific Standard Time, UTC-08:00)
Thanks for this it was a bunch of help. For your other direct tv remote needs check out <a href="http://www.primelec.com">Prime Electronics</a>
Sunday, 26 September 2010 13:18:42 (Pacific Standard Time, UTC-08:00)
I had same problem with remote not working with HD DVR. I changed my remote from IR to RF mode. (MENU, PARENTAL/FAV'S & SETUP, SYSTEM SETUP, REMOTE CONTROL, IR/RF SETUP. Followed the on-screen guide and now it works great!
Nathan
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