New install - guide data question. Problems?

[jevid]

I got my satellite & hr21-700 installed on Sunday. It was activated at 4:00 PM. The installer told me it would take about 24 hours to get all the guide data. By Sunday evening, I had guide information out to maybe Monday night.

I believe the box re-booted overnight because I had turned off the blue lights on the front, but they were back on Monday morning.

Monday night, there was only a couple of hours of guide data. It's like it started pulling it Sunday, then stopped. I poked around online for some ideas, and based on some suggestions, re-booted the box. It showed the same two hours of guide data, and everything past that on every channel was "To be announced."

This morning, no guide data at all. Everything "TBA" I re-set the box, and then it showed guide data for the next 3 hours, then everything on every channel 'TBA' past that. I called tech-support, they had my undo the cables, unplug the box, re-attach the cables, power up the box. Same problem. They had me test the satellite strength - didn't ask for numbers, then told me the guide data would appear in 24-48 hours.

She said that everytime you re-boot the box, it has to start over again. Is this true, and is this behavior normal? Right now, none of my shows will record because it doesn't think any of them are on, so I'm having switch to the right channels and guess which "TBA" is the show I want to and manually record it. Needless to say, not a great solution..... :nono2:

If I don't have guide data tonight - any suggestions on what to say when I call D*, or what to try myself?

Thanks -

[veryoldschool]

Rebooting does cause the guide data to "reset". It can take a few days for the guide to completely populate.
Running the receiver off a UPS may help to keep it from rebooting. They seem to be a bit sensitive to power glitches.

[jevid]

Rebooting does cause the guide data to "reset". It can take a few days for the guide to completely populate.
Running the receiver off a UPS may help to keep it from rebooting. They seem to be a bit sensitive to power glitches.

Thanks. I've got it on a nice UPS already though.....:)

[jimb726]

I would suggest manually setting your records for tonight and then leave the system to repopulate the guide over the next couple of days. I have always found that the guide repopulates over 24 to 36 hours.

[jevid]

I would suggest manually setting your records for tonight and then leave the system to repopulate the guide over the next couple of days. I have always found that the guide repopulates over 24 to 36 hours.

Ok, thanks. I'll try and do that tonight.

Is there anyway to tell if the box is re-booting overnight, because it sounds like that would contribute to my problem. Would the "blue lights back on" be a reliable way to tell?

Thanks

[veryoldschool]

Thanks. I've got it on a nice UPS already though.....:)
OK, sometimes at around 12:30 AM, the guide data can cause a reboot if there is a mismatch in the data. It has only happened to me a few times, so it shouldn't be an everyday issue.
Keep it powered up today and see what there is this evening. You should have the guide data for tonight and tomorrow, but it can take a few days or the full guide data to show up.

[veryoldschool]

Ok, thanks. I'll try and do that tonight.

Is there anyway to tell if the box is re-booting overnight, because it sounds like that would contribute to my problem. Would the "blue lights back on" be a reliable way to tell?

Thanks
The dim blue ring returning to full is a good sign of a reboot.

[nibyak]

If the installer didn't force a software download, the receiver may have downloaded the latest version. The receiver will default to "on" after it downloads new software and reboots. You can go to the information screen and see when the last download took place.

[jevid]

If the installer didn't force a software download, the receiver may downloaded the latest version. The receiver will default to "on" after it downloads new software and reboots. You can go to the information screen and see when the last download took place.

He did do an update when he was here. But, your comment makes me wonder - does the box have to be "on" to get the guide? I've been turning it & the TV off with the remote. I wouldn't think that it has to be on to do anything but watch TV, but hey - what do I know!

Thanks

[veryoldschool]

He did do an update when he was here. But, your comment makes me wonder - does the box have to be "on" to get the guide? I've been turning it & the TV off with the remote. I wouldn't think that it has to be on to do anything but watch TV, but hey - what do I know!

Thanks
"On & Off" are relative, since the "off" is only standby and still is receiving data.

[jevid]

So the system last re-booted (as far as I know) at 6:30 this morning. Right now, it's 2:45. That 's a bit over 8 hours later.

I just called home for an update, and was told that right now, there is zero guide information. Shouldn't it have downloaded something in eight hours?

This just seems really odd to me, like something is preventing it from getting guide information. Too bad my favorite show isn't "To be announced." :)

Do I just need to be more patient? After the initial install, I had at least some guide data almost right away....

[Greg Alsobrook]

what are your signal strenghts on satellite 101 and 119?

[bobnielsen]

It should get the next few hours during step 2 of the bootup process. If you have nothing, I would try resetting the DVR which should force it to repeat the process. Normally, guide data isn't lost during a reboot (the data is now kept on the hard drive), but if there is a glitch somewhere (it does a number of checks during the cycle) it could happen.

[jevid]

what are your signal strenghts on satellite 101 and 119?

I happened to take a picture of the satellite strength screen this morning, but only for the one that says 101. I'm still new to this and didn't want to muck around in that screen. Anyway, here are the readings as of 6:45 or so this morning. I'm not sure how to get to 119, but I'll look for some documentation. It seems to me there is a + sign to scroll through them?

1-8 91 95 89 88 91 97 89 98
9-16 90 95 90 85 92 98 89 98
17-24 89 95 89 86 92 97 92 97
25-32 90 0 91 93 92 97 88 98

[jevid]

It should get the next few hours during step 2 of the bootup process. If you have nothing, I would try resetting the DVR which should force it to repeat the process. Normally, guide data isn't lost during a reboot (the data is now kept on the hard drive), but if there is a glitch somewhere (it does a number of checks during the cycle) it could happen.

Well, if I do a reboot, it seems to show guide data for the next few hours, but then never picks up data any further out. At least that was the behavior the last three times I reset it. Now, it seems like the advice is to *not* reset it, and give it the 24-36 hours to see what it does. The last reset I did was this morning, before I left for work.

[Greg Alsobrook]

I happened to take a picture of the satellite strength screen this morning, but only for the one that says 101. I'm still new to this and didn't want to muck around in that screen. Anyway, here are the readings as of 6:45 or so this morning. I'm not sure how to get to 119, but I'll look for some documentation. It seems to me there is a + sign to scroll through them?

1-8 91 95 89 88 91 97 89 98
9-16 90 95 90 85 92 98 89 98
17-24 89 95 89 86 92 97 92 97
25-32 90 0 91 93 92 97 88 98

those look okay...

yeah.. go back to the screen where you saw these, and hit that + sign until you get over to 119...

[cartrivision]

If the installer didn't force a software download, the receiver may have downloaded the latest version. The receiver will default to "on" after it downloads new software and reboots. You can go to the information screen and see when the last download took place.

This is what I suspect may have happened, because a simple reboot (without a software dowload) does not cause the guide data to be lost.

[jevid]

those look okay...

yeah.. go back to the screen where you saw these, and hit that + sign until you get over to 119...

Just got off the phone with tech support. He had me go through all the different satellites, etc. He said everything looked ok and that I just have to wait 24 to 72 hours, period. He also said that tech support this morning should not have had me reboot the box because it started the whole process over again :(

So, right now, I have zero program guide. It just seems like it's not working to me, but I have to wait 72 hours, call them back, and then try again. Oh well.....

[Greg Alsobrook]

Just got off the phone with tech support. He had me go through all the different satellites, etc. He said everything looked ok and that I just have to wait 24 to 72 hours, period. He also said that tech support this morning should not have had me reboot the box because it started the whole process over again :(

So, right now, I have zero program guide. It just seems like it's not working to me, but I have to wait 72 hours, call them back, and then try again. Oh well.....

well, good luck... report back and let us know how it goes...

[jevid]

Well, this morning, 24 hours after the last re-boot, I would say I have about 5% of my guide data, but it's only on certain channels. Most of them are still showing "TBA" but few have programming out for a few days, like the ESPN channels. Is there someplace I can look at what signal strength I should be getting per satellite based on my zip code? When I was on the phone with tech support last night, he initially said my signal on 103c was too low, but then later said it was fine.

We'll see if tonight brings any more guide data, that will be 36 hours since the last re-boot. :(

[Greg Alsobrook]

Well, this morning, 24 hours after the last re-boot, I would say I have about 5% of my guide data, but it's only on certain channels. Most of them are still showing "TBA" but few have programming out for a few days, like the ESPN channels. Is there someplace I can look at what signal strength I should be getting per satellite based on my zip code? When I was on the phone with tech support last night, he initially said my signal on 103c was too low, but then later said it was fine.

We'll see if tonight brings any more guide data, that will be 36 hours since the last re-boot. :(

there really aren't different signal strenghts for different zip codes... if your dish is aligned properly, you should see 90+ for most transponders (except ones that are spot beams and aren't aimed at you)...

low readings on 103c will not affect your guide data... that would just affect your reception of the new HD channels...

I have a feeling there is an underlying problem here... I've never had my guide data not populate in 24 hours or less... I would call back and request a service call...

[jevid]

there really aren't different signal strenghts for different zip codes... if your dish is aligned properly, you should see 90+ for most transponders (except ones that are spot beams and aren't aimed at you)...

low readings on 103c will not affect your guide data... that would just affect your reception of the new HD channels...

I have a feeling there is an underlying problem here... I've never had my guide data not populate in 24 hours or less... I would call back and request a service call...

The signal strength for 103c is 70 on tuner 1 and 69 on tuner 2. The readings for 103 c are as follows:

1-8 69 73 69 74 70 73 70 73
9-16 74 74 74 74 76 77 NA NA
17-24 77 NA NA NA NA NA NA NA
18-24 all NA

What about 99s? I'm not getting anything there at all, but since it's a spot, maybe I don't use it at my location?

I can try and call for a service call, but they have been so adamant that there is nothing I can do until "up to 48 hours, maybe even 72 hours." Plus, I'm at work now, so I think I have to wait until I get home, and go from there....

Thanks though!

[Greg Alsobrook]

The signal strength for 103c is 70 on tuner 1 and 69 on tuner 2. The readings for 103 c are as follows:

1-8 69 73 69 74 70 73 70 73
9-16 74 74 74 74 76 77 NA NA
17-24 77 NA NA NA NA NA NA NA
18-24 all NA

What about 99s? I'm not getting anything there at all, but since it's a spot, maybe I don't use it at my location?

I can try and call for a service call, but they have been so adamant that there is nothing I can do until "up to 48 hours, maybe even 72 hours." Plus, I'm at work now, so I think I have to wait until I get home, and go from there....

Thanks though!

yes... those are too low... your dish needs to be aligned... but like I said... that's not going to affect guide data... that's just going to cause you to lose the new HD channels very easily if it rains...

I don't get any readings on 99s either...

guide data comes off of 101 and 119... and your 101 readings look pretty good... but still, the dish needs to be tweaked (judging by your 103c readings)... so they need to come on out and pay you a visit anyway...

[jevid]

yes... those are too low... your dish needs to be aligned... but like I said... that's not going to affect guide data... that's just going to cause you to lose the new HD channels very easily if it rains...

I don't get any readings on 99s either...

guide data comes off of 101 and 119... and your 101 readings look pretty good... but still, the dish needs to be tweaked (judging by your 103c readings)... so they need to come on out and pay you a visit anyway...

Thanks - FYI - here's the readings for 119:

1-8 All N/A
9-16 All N/A
17-24 N/A N/A N/A N/A N/A 95 95 91
25-32 0 96 95 95 61 95 97 96

How do I tell if those are ok?

[Greg Alsobrook]

Thanks - FYI - here's the readings for 119:

1-8 All N/A
9-16 All N/A
17-24 N/A N/A N/A N/A N/A 95 95 91
25-32 0 96 95 95 61 95 97 96

How do I tell if those are ok?

those are fine ;)

[jevid]

Oh lord the saga continues. Even after 36 hours, I still had zero guide data.

So after I talked with the very nice CSR yesterday who said "yes, this is a problem, no this should not be happening" they were supposed to come this morning and 1) check the satellite dish and 2) replace the box. I am at work, but my housemate is at home. Guess what the tech did? Pushed the red button on the box, re-downloaded the last software - which has been done twice since last Sunday, and refused to swap the box out. :mad: He didn't even check the satellite.

I just got off the phone with DTV. They are sending a new box via FedEx, so until it comes, I can either watch "To Be announced" or reboot the box every two hours to pick up the guide.

Needless to say, my initial impression with D* is not too great. I feel like I'm having to fight too hard to get working service. I did ask for a service credit, and the CSR said she noted my account so that when I got the new box and called to have it activated, they should credit my service from last Sunday to whenever it gets activated. Here's hoping a new box fixes the problem...

Also, the tech said to call his company (Ironwood) first - not D*. That doesn't seem right to me. I want D* to have a record of all my calls. And even though D* said that he would bring a new box, he told my housemate that "he could not give us a new box. He could only do one thing at a time and try that."

Sorry if I'm babbling on, I'm just really frustrated.....

[veryoldschool]

Oh lord the saga continues.
Sorry if I'm babbling on, I'm just really frustrated.....
Since you're getting a replacement [it may not be "new"], you might as well try the "reset everything" from the setup menu.
It will keep the current software, but flush out everything else from both the chips and the hard drive.
You don't seem to have anything to lose by doing this and "maybe" it will help.

[jevid]

Since you're getting a replacement [it may not be "new"], you might as well try the "reset everything" from the setup menu.
It will keep the current software, but flush out everything else from both the chips and the hard drive.
You don't seem to have anything to lose by doing this and "maybe" it will help.

You mean on the current box? Yeah, it guess it can't hurt to try. You access that from the settings menu right? I think that's where I saw it.

**My phone just rang - it was somebody from IronWood (the D* contractor) wanting to know how everything went this morning :sure: Needless to say, I let her know exactly how it went. She said that the tech *was* supposed to replace the box. I asked her to make sure his supervisor knew that he did not do what he was supposed to do. They are going to see if they can get a different tech to go to the house in the next few hours and replace the box and she said she would talk to his supervisor. We'll see what happens...

[veryoldschool]

You mean on the current box? Yeah, it guess it can't hurt to try. You access that from the settings menu right? I think that's where I saw it. correct: setup/reset/reset everything [at the bottom of the three options].**My phone just rang - it was somebody from IronWood (the D* contractor) wanting to know how everything went this morning :sure: Needless to say, I let her know exactly how it went. She said that the tech *was* supposed to replace the box. I asked her to make sure his supervisor knew that he did not do what he was supposed to do. They are going to see if they can get a different tech to go to the house in the next few hours and replace the box and she said she would talk to his supervisor. We'll see what happens...
I hope they do get you a "new" box. You shouldn't have had problems with the guide.

[jevid]

My new box arrived yesterday, I hooked it up, called to activate it, and immediately had more guide data than the other box ever had. Within an hour, I had data two days out. The old box would never pick up more than two hours of data. I wish it wouldn't have taken them so many calls to realize that the box was the problem, but, I'm happy to have a working DVR and can now get to scheduling programs & figuring out what channel is where! Incidentally, my original box as an HR21-700, the replacement is an HR21-100.

Thanks for everbody's help, just wanted to post a follow up & say that all is well for now. One caveat - was the install tech supposed to ground my satellite dish? I was looking at it the other day, and it's not grounded.....:confused: