Blank recordings on HR20-700 - will it ever get fixed?

[jpage4500]

Hi,

I've had my HR20-700 for over a year or so now. I've experienced the same problem too frequently - on both the national release software and even the most recent CE versions. I'm thinking DirecTV either doesn't know about this or has no idea what's causing it!! Does anyone else have this same problem?

Basically, I record NY Mets games and will watch them back either delayed or the next day. Typically, after a few days the receiver will end up with a game that seemed to tape fine; but when I try to play it just shows "Do you want to delete..?".

I believe it's due to tuner #2 since I can still watch other channels just fine. But, after this happens if I tune to the channel I'm recording (assuming the game's still going on), I'll get the 'Check Satellite Signal' or similar message. Only a reboot will fix this.

So, I literally have to reboot the damn thing a few times a week so I won't get another bad recording.

Considering how many new features DirecTV has been adding I'm convinced this isn't happening to many people.. otherwise, wouldn't you think it'd be a high priority fix?? Maybe it's due to the fact I'm recording a sports-package channel and not normal channels.

Anyway, if they can't fix this - how about at least using tuner #1 to record a program if #2 isn't working.. just a thought!

thanks,
joe

[veryoldschool]

This sounds more like a hardware issue than anything else.
Since every time you change a channel [if there is nothing recording] you are changing tuners, there doesn't seem to be a way to select which tuner will be used for a recording. It simply is the one not currently tuned.
If you haven't yet, you can try swapping the SAT feeds and the BBCs around and see if it makes any difference, to see if it's the receiver or what is connected to each tuner that is the cause.
I haven't had a missed/blank recording in almost 18 months.
"If I were you", I'd do some troubleshooting and get a replacement if it turned out to be the receiver.

[LarryFlowers]

VOS is correct.. it has been a long long time since I experienced any recording issues on my HR20-700. I would be looking for a defionite issue with your hardware or wiring.

[RunnerFL]

I have to agree with VOS and LarryFlowers. What you have is a hardware issue. Sounds like one of your tuners is shot, especially if a reboot fixes the issue.

I'd definitely call DirecTV and get a replacement.

[jpage4500]

Thanks everyone for the advice! I'll see if I can't get a new box from DTV. I had always just assumed this was still a problem for many others but just wasn't getting fixed.

thanks,
joe

[jpage4500]

Bad news.. I spend 30 minutes on the phone with DirecTV and they won't replace the receiver. They said it's a 'known issue' and they can't issue a replacement.

So, it's OK that I've missed a number of baseball games from the $250 MLB package.. it's OK that I have to reboot my receiver 2-3 times a week just so I won't miss any more games (which still doesn't always work). According to the rep, they'll escalate the issue. But, given this has happened to me for about a year now I'm not holding my breath they'll figure it out.

Thanks for the ideas though.. I'll try changing the SAT feeds and see if anything changes. I didn't realize the tuners always changed so it's likely not an issue with 1 specific tuner.

I did notice that once this happens (and before I reboot the box), if I do a system test, it'll ultimately hang around 90% and won't recover. The only option at that point is pressing the red button. (and even after telling the rep that, they *still* wouldn't replace the box...)

thanks,
joe

[Chris Blount]

Joe,

Try calling again.

Thanks.

[SteveK2]

I'm getting this same behavior on a new HR21-100 --- empty recordings (2 of them) this weekend. JFK and 2001:A Space Odyssey.

Will try a hard reset when I get home tonight.

[SteveK2]

When I got home, I swapped input connectors of the 2 tuners to see if the problem moved -- nope....tuner 1 still not getting a signal.

Did a reset (soft reset from the main menu) and the problem cleared. Also, the 2 blank recordings were gone from "My List".

The receiver is less than 3 weeks old....so if this crops up a couple more times, I will ask D* to replace it.

[jpage4500]

I did call again, and after some convincing that I tried everything, they sent me a new receiver.

But, when it arrived it was the HR21-700. I currently have a HR20-700 and the obvious difference is the lack of OTA tuners that I had. But, thinking that the blank recordings were a worse problem to fix, I hooked up the HR21 and activated it.

I will say I'm really leery about sending back the HR20 though. Though it's only been 1 day, the HR21 is *noticeably* slower - especially using RF remote. Plus, I seem to see all kinds of articles recently about these 'blank recordings' and am really not sure it's a hardware issue (at least with the receiver).

I'd much rather keep my HR20 if I just had some inkling of hope that DTV can and will fix these problems (as they insisted they would on the phone!)

Since I've got a few days before I'll return my HR20, please let me know what you think.

thanks,
joe

[Stuart Sweet]

jpage4500... I've seen cases where a receiver that seems sluggish will speed up after the first or second day of housekeeping. You shouldn't be seeing a real speed difference.

I agree that there is likely a hardware issue with your HR20, and as far as OTA, call customer service and be polite, and you never know... they may send you an AM21.

[veryoldschool]

I did call again, and after some convincing that I tried everything, they sent me a new receiver.

But, when it arrived it was the HR21-700. I currently have a HR20-700 and the obvious difference is the lack of OTA tuners that I had. But, thinking that the blank recordings were a worse problem to fix, I hooked up the HR21 and activated it.

I will say I'm really leery about sending back the HR20 though. Though it's only been 1 day, the HR21 is *noticeably* slower - especially using RF remote. Plus, I seem to see all kinds of articles recently about these 'blank recordings' and am really not sure it's a hardware issue (at least with the receiver).

I'd much rather keep my HR20 if I just had some inkling of hope that DTV can and will fix these problems (as they insisted they would on the phone!)

Since I've got a few days before I'll return my HR20, please let me know what you think.

thanks,
joe
If you're "unsure", hold on the the HR20 for a while. "I think" you have around 30 days before it get charged as unreturned equipment, but even then, once you return it, you get it credited back to your account.
Also the HR21 may get a software update which might help too.

[AVPhan]

Bad news.. I spend 30 minutes on the phone with DirecTV and they won't replace the receiver. They said it's a 'known issue' and they can't issue a replacement.

So, it's OK that I've missed a number of baseball games from the $250 MLB package.. it's OK that I have to reboot my receiver 2-3 times a week just so I won't miss any more games (which still doesn't always work). According to the rep, they'll escalate the issue. But, given this has happened to me for about a year now I'm not holding my breath they'll figure it out.

Thanks for the ideas though.. I'll try changing the SAT feeds and see if anything changes. I didn't realize the tuners always changed so it's likely not an issue with 1 specific tuner.

I did notice that once this happens (and before I reboot the box), if I do a system test, it'll ultimately hang around 90% and won't recover. The only option at that point is pressing the red button. (and even after telling the rep that, they *still* wouldn't replace the box...)

thanks,
joe

D* got same script..... http://www.dbstalk.com/showthread.php?t=133090

[jpage4500]

Thanks everyone for the advice!

Just wanted to update that I've been using the HR21-700 for a few weeks now and haven't had any recording issues. So, I guess I'll chalk the problems up to bad hardware.

But, it's a little upsetting that DTV tried so hard to convince me it was a known 'software' issue and they couldn't replace the box because of that fact. It was as if they'd rather let me suffer through problems then even give a new box a shot. Sure, I get it's expensive to replace boxes but probably more expensive to replace customers!

On a side-note, I really have to say that the 30 second skip on the HR21 is noticeably faster than my old HR20. It almost seems to skip instantly even in HD material where the HR20 would take maybe 1 second. Could be a software thing but I'm not sure..

thanks,
joe

[jwanner]

I have been having a problem like this for 8 months and have called DTV on numerous occasions. It happened yesterday again. I go to watch an HD channel or view something I recorded and the screen is gray. I have to do a red button reset to get it to come back. DTV told me it is a knwn issue and the next release should fix it. They have refused to exchange my DVR even though I have been reporting this problem for 8 months. I will wait for the next software update and see if it happens again because they won't do anything else.

[FarNorth]

FWIW, I have an HR21 and was getting one grey screen rcdg out of every 15 or 20 for a while but it seems to have resolved itself. Only one in the last 2 or 3 months. No idea what changed but I can live with it as it is now more reliable in this regard than my old DTiVo.

[jpage4500]

I don't know if this is the same issue as I had but I was able to get a replacement receiver and it's worked well for the past month or so.

If they ask you to try something like reset everything, just tell them you already did this and you still have the same problem... and don't mention the 'blank recording' issue as that sent them into this whole thing about being unable to replace the receiver. I think I just said every time I tried the 'system test', the receiver locked up. It did about 50% of the time in my case but I wasn't going to give them any leverage to make me wait for a software update. I missed enough recordings already!

good luckl
joe

[mgmrick]

My problems are only with the mpeg4 channels. Dtv tech just left and said the problem was splitting the cable to add ota. This worked fine with directv hd tivo but he says you can not do this with the mpeg receivers. Will wait and see if this fixes the problem

[rudeney]

My problems are only with the mpeg4 channels. Dtv tech just left and said the problem was splitting the cable to add ota. This worked fine with directv hd tivo but he says you can not do this with the mpeg receivers. Will wait and see if this fixes the problem

Yes, you can’t use diplexers with the H/R2x units that require BBC’s because it interferes with their operation. If you use a SWM, there is a way to go back to using diplexers, but it may be less expensive just to run another piece of coax for the OTA feed.

I have this idea, just a gut feeling, that the blank recordings are related to signaling problems. It could be that a bad tuner, LNB, multiswitch, BBC, or cable is causing the problem. I have noticed that often times when I am changing channels, I very briefly get a gray screen and a 771 error. What if this happened at the start of a recording, but some software issue just “held onto” that gray screen and didn’t respond or “do whatever” to finally start recording the signal that appears a half-second later? Could this cause the blank recording? Of course this begs the question, why am I getting this brief gray screen and a 771 error? All my signals strengths are fine. Maybe this has to do with the signal sent out to the multiswitch that then comes back and has to be un-stacked by the BBC? Is it a symptom of a failure of the BBC or switch, or is it something in the software that’s just taking a little longer to process?

Anyhow, those are just some thoughts. Maybe those with more knowledge about the software and switches and BBC’s might have an answer.

[mweathers]

This past Thursday I called DirecTV to have a couple of my boxes that I no longer use turned off. (They don't give you this option on their web site). At the end of the call, the person that helped me asked if there was anything else they could do for me. Well, I decided to tell them about my HR20-700 problem, the same problem mentioned in this thread. They sent me to technical assistance, where I explained that ever since I got my 20-700 about a year ago, everytime there was a rain storm, I would lose tuner 1 and it would not come back. I even mentioned that I knew it was not due to water getting on the connections outside, because I've monitored when this happens and it happens before it ever begins raining. I loose tuner one and it never recovers after the rain has stopped. They had me perform the test of swapping my sat inputs on the back without doing a reset to see if the loss of signal would move to sat 2 when I did it. Well, it didn't move. Tuner one was still out, even with the sat 2 input cable to worked fine on sat 2 input. She then said I had a bad 20-700 and swapped it out right then. I received my new HR20NC-100 (don't know what that NC stands for) today. Haven't opened it yet. I requested another HR20-700, so I could keep my antenna input, but she told me she couldn't promise anything. So, I took what I could get. I'll let everyone know how this goes once I use it for a few weeks. I also was able to get the HD package that contains HDnet Movies, Universal HD, etc for free for 3 months. I know why people get the blank recordings: tuner 1 has stopped working and that show tries to record on tuner 1 while it is out. Since we only have 1 buffer, we think everything is okay when we are watching live TV since we see a picture. The only way to really know if tuner 1 is working is to view the signal strenths. That's why we can go for days thinking everything is fine, but keep getting blank recordings. After that "recording" is made, the DVR records on tuner 2 for the next recording. It records fine, so we all keep wondering what is causing the blank recording. No signal on tuner one is the cause. One more hint that tuner one is out. Your remote will start responding VERY slowly to your commands.....Anyway, I'll let everyone know how this new receiver works. I've never had a problem with an HR21-100 I have in another room. Never had tuner one go out and not come back after a rain.......

[Steve]

Hope this solves your issue once and for all. I just received a refurb'd HR21-700 from DirecTV last week, and I lost a tuner on it yesterday as well. I got a 771 error on a channel as it was 45 minutes in to recording a blank recording. A reboot fixed the issue, but I'm going to have ot watch carefully to make sure it's not a chronic tuner issue with this box that DirecTV may have missed during the "refurb" inspection.

Does anyone know what an HR20"NC"-100 is? That's a new one on me. /steve

[K4SMX]

HR20-100-R-NC. Refurb. No cables.

[Steve]

HR20-100-R-NC. Refurb. No cables.D'oh! I should have been able to figure that one out by now. Thanks, Stew! :)

[rudeney]

Hmm, I hope the HR2x’s don’t become plagued by tuner failure problems like the old Ultimate TV’s. There was absolutely no rhyme or reason to why they would fail. It seemed to have nothing to do with brand (RCA vs. Sony) or even date of manufacture. It did seem that they would either fail within the first few years of use or not at all, though. Of course those were owned units and the failure usually came outside of warranty, so other than having to replace them under the PP, D* had no vested interest in the problem. Given that most all HR2x’s are leased and owned by D*, they might take a different view of the issue (hopefully being more pro-active in resolving it)

[Sirshagg]

I have a similiar problem on one of my HR20's - about 30% of all recordings are blank. I reset everything, checked/changed cables, moved it to a different room - nothing has fixed it - I still get lots of blank recordings. Called Direct TV and in about 5 minutes they came to the same conclusion as me - it's time to replace the unit, so they are sending me a new (new to me) one.

I'm sure the real fun will start when I get an HR21 instead of an HR20. I really don't care if they send and HR21 so long as it also comes with an AM21. The unit being replaced has OTA capability (which I use) so the replacement needs it too. We'll see.

[BruceS]

Don't expect to get an HR20. AFIK they have been out of production for a while now.

As far as the blank recordings, before you delete them from your List, try rebooting your receiver.

I have found that many times a recording that appears blank will be viewable after a reboot, but this hasn't seemed to work in the last few CE's.

[Sully]

I'm also having the issue of blank recordings. It happened again this week. I recorded Eureka this past Tuesday (8/12). It happened to be the only recording on this particular DVR. I knew there was going to be a problem even before I hit 'play' because the available recording space showed 100%!

I have also had this issue with other recordings over the last few weeks. My other 3 DVRs are fine. I'll give DirecTV a call tonight to see if I can get a replacement.

[Sully]

I just got off the phone with DirecTV technical support. They agreed that there is something wrong with my DVR and are going to send me a replacement.

What is interesting is that the first CSR I talked to said it was a known issue and that there was nothing he could do. Even when I told him I wasn't happy about the fact that I was paying for a service I couldn't use, he continued to say that it was something the engineers were working on and that it would be fixed sometime in the future.

Fortunately, we were disconnected and when I called back in, the CSR I was connected to said that the "known issue" was blank recordings - ones where the recording will play, but it's just a gray screen. The issue I am having (recordings that go to 'do you want to delete?' immediately upon selecting to play them) is a different issue and not a "known issue".

I have noticed that all of my botched recordings have been HD and I'm 99.9% sure they were all from the SciFi channel. Could that be any kind of clue as to what is going on? I guess it doesn't really matter now that I'm getting a replacement!

[Jason Whiddon]

Weird. Have had my HR20-700 since 2006 and havent had one blank recording.

[Sully]

While I'm waiting for my replacement DVR to arrive, I decided to do some recording tests. I recorded an HD program on the SciFi channel [244] (Stargate Atlantis) and an HD program on HBO [501] (Office Space). Both showed up on my list of recorded programs this morning. When I hit 'play' on Stargate Atlantis, I was immediately prompted with "Do you want to delete?". Office Space played just fine.

In my case, my botched recordings seem to be isolated to the SciFi channel - not necessarily HD programming. I can watch the SciFi channel live without any issues, but for some reason when I try to record something on this channel. Does anyone have any technical reason for this?

Maybe I shouldn't put so much effort into this since I'm getting a replacement DVR, but it's bugging the heck out of me!

[rudeney]

While I'm waiting for my replacement DVR to arrive, I decided to do some recording tests. I recorded an HD program on the SciFi channel [244] (Stargate Atlantis) and an HD program on HBO [501] (Office Space). Both showed up on my list of recorded programs this morning. When I hit 'play' on Stargate Atlantis, I was immediately prompted with "Do you want to delete?". Office Space played just fine.

In my case, my botched recordings seem to be isolated to the SciFi channel - not necessarily HD programming. I can watch the SciFi channel live without any issues, but for some reason when I try to record something on this channel. Does anyone have any technical reason for this?

Maybe I shouldn't put so much effort into this since I'm getting a replacement DVR, but it's bugging the heck out of me!

When you change channels to SciFi, do you get a very brief “771 – Searching for Signal” message? I get this sometimes and I also have had blank recordings, mostly on my local channels. I am wondering if maybe a weak BBC, multiswitch or even LNB could cause this. My theory is that when watching live, the tuner just keeps searching and you get a blank screen for a few fractions of a second until it finally gets tuned in. However, on a recording, maybe there is some logic that doesn’t wait on the tuner and it just “assumes” the channel is invalid.

[Rence]

I called in last week on a couple of problems. I was told that the blank recordings is a "Known Issue" and that I would have to wait for a software update. She asked me a bunch of questions regarding the issue (what type of TV did I have, what channel did I notice it happening on the most etc.).

What really concerns me is that up above in the Sticky Threads there is the " Official: Black/Grey/Blank Recording Data Submission" thread for this very issue and that thread started end of April. So it is a known issue for at least that long, they recognize it as an issue, but there doesn't appear to be much progress on the issue as they are still collecting data on the issue when people call in.

[Sully]

When you change channels to SciFi, do you get a very brief “771 – Searching for Signal” message? I get this sometimes and I also have had blank recordings, mostly on my local channels. I am wondering if maybe a weak BBC, multiswitch or even LNB could cause this. My theory is that when watching live, the tuner just keeps searching and you get a blank screen for a few fractions of a second until it finally gets tuned in. However, on a recording, maybe there is some logic that doesn’t wait on the tuner and it just “assumes” the channel is invalid.

In my case, I haven't received the "771 - Searching for Signal" message when tuning to the SciFi channel (or any other channel). In further testing, I set the same exact show to record on both of my HR20-100's. Both of them recorded the program, but I was only able to play the recording on one of them. It certainly could be a weak BBC...

Hopefully my replacement unit will solve the problem. If not, then I'll know it's not the DVR. I'll keep you posted.

[Golfman]

I have had the tuner 1 lockup problem with the the last 2 CEs. This results in the blank or gray recordings that go almost immediately to the KOD display when I try to play them. When running the signal level test, tuner 1 shows all 0% on all transponders and sats. I ordered and installed 2 new BBCs and this didn't cure the problem. Tried swapping the tuner input cables and this didn't cure the problem or shift it over to tuner 2.

The only way I can get back to two usable tuners is to power down the unit by unplugging and repluging in the power cord. But this only lasts for a while as eventually tuner 1 gets locked up and I have to do it over again. Soft resets and RBRs don't have any effect on it.

After reading the above posts in this thread it looks like I may have a problem with the HR20-700. I'll be very interested in seeing some reports on what effect changing out the receiver has on this problem.

[Sirshagg]

I'm sure the real fun will start when I get an HR21 instead of an HR20. I really don't care if they send and HR21 so long as it also comes with an AM21. The unit being replaced has OTA capability (which I use) so the replacement needs it too. We'll see.

Imagine my surprise when I received a HR20-700 replacement! :D

Then I get another surprise when
1. The component video doesn't display an image. :(
2. The access card will not go into the slot. :(

Sigh! here we go again.

[rainor]

Hello all. I have had the same problems with my HR20-700, 771 errors Searching For Satellite Signal on a specific tuner (mine was always tuner #2).

I upgraded to CE code, replaced the B-Band Converters with Rev 3.0's - what finally solved the problem was removing all the F-Connector barrels with 3Ghz certified barrels. I had 3 in-line (outsite near dish, Inhouse, and at the wall plate).

This issue was very chronic on SD channels (COMEDY/BBC/AMC) for me. After replacing the lower quality barrels, the tuner always lock onto a signal and everything is good. Note - when Directv started sending signals through the B-Band, my problem started - so if in doubt, swap out those older barrels and see what happens.

[rudeney]

I had something interesting today that might be relevant. I have had blank recordings before, but it has not been a huge issue for me. Anyhow, upgraded the H20 in the kitchen to an HR20 and so I had to run second coax feed for it. Apparently when I connected it to the multiswitch, I pulled another cable out of its crimp connector that was feeding tuner #1 on the hR20 in the living room. Oddly enough, it did not affect the receiver. My wife was in there watching the Olympics the whole time. However, an hour later, something fired off on the to-do- list and started recording which gave her a gray screen.

When this happened, the HR20 became very sluggish and responded only to the guide button. I could not change channels or access the menu, so I did an RBR. I then found tuner #1 had 0 signals, so I checked the multiswitch, found the problem and fixed it. So, now I’m thinking, gray screen = no signal. I go to the saved shows and found the first 15 minutes of the show that had started recording and guess what, it was gray, too! I did not expect that. I know that live TV was on tuner #2. I would assume that the recording was going to use tuner #1, but then when it found no signal, it would switch the recording to tuner #2 and live TV to tuner #1. Since TUnr #1 had no signal, live TV got the gray screen, but the recording should have worked. It didn’t, and I experienced a sluggish, non-responsive receiver.

I guess I say all this to suggest that some of the HR20 issue (blank recording, lock-ups, sluggishness0 can be caused by signal problems. It doesn’t seem like it should be the case, but it apparently is.

[robdec]

Well my HR20-700 finally had its first blank recording in the year or more that I have had it. It was the closer on TNTHD. The odd thing is that if I tune to 245 in live TV its also blank :) and so is 206 ESPNHD. Those are the only two channels that get a blank screen when tuned to them in live tv. No 771 error .. nothing just a blank screen and no audio. I rebooted and it didn't help. Anyone have any ideas on this. MY HR21 works fine on those two channels.

[bobbyv]

I get the occasional recording that goes immediately to "Do You Want To Delete?" on my HR20-700.

I haven't tried to leave them on my to do list and reboot to see if they'll play. If it happens again I'll give that a try.

Might also try to replace my BBCs . . .

My wife was/is ready to toss the thing. It seems to happen to her recorded soaps more often than not. :)

[sigma1914]

To those who mentioned blanks on Sci-Fi HD, 2 of the 3 blanks during a weird/bad recording phase I had were from Sci-Fi HD.

[Sully]

In my case, I haven't received the "771 - Searching for Signal" message when tuning to the SciFi channel (or any other channel). In further testing, I set the same exact show to record on both of my HR20-100's. Both of them recorded the program, but I was only able to play the recording on one of them. It certainly could be a weak BBC...

Hopefully my replacement unit will solve the problem. If not, then I'll know it's not the DVR. I'll keep you posted.

OK - so I received my replacement DVR (an HR20-700), hooked it up, and set up my first recording. It was Red Dawn on MGMHD. Guess what? When going to play it, I immediately received the "Do you want to keep or delete" message. Arrgh!! The available space indicator showed 100% and after I rebooted the unit, "Red Dawn" was no longer on my list of recorded programs.

[shandrew]

This problem cropped up on my HR20-700 today. Coincidentally, we had our first rain of the season. I noticed that i was getting the 771 error on some channels (particularly some mpeg4 hd ones) while another program was recording. When I went to check out signal strength, i found that Tuner 2 was indicating zero signal on some of the satellites (particularly the (c) ones), while Tuner 1 was getting signal on all of them. On other satellites such as 101, both tuners were indicating good signal. Any idea why this would happen on some satellites but not others?

If i swapped cables/bbc, the situation was the same, Tuner 2 was at zero and Tuner 1 was getting signal.

I rebooted the HR20-700 and the problem went away.

Prior to this (six months ago or so), I had problems with a flaky BBC; a replacement fixed that. These problems are all rather frustrating, because:
1. I had a Tivo for six years prior to this, and it had no problems other than needing to replace the HD
2. The HR20 has the potential to be a great device, as it does the fundamentals (recording and playing back HD) well...when it's working.
3. If i get a replacement box I lose all of the recordings that i've saved up, and probably end up with a box that can't get OTA channels.

[DanER40]

I had a blank recording for the first time in over a year on my HR20-700 the other day. Not the do you want to delete variety, it was just blank all the way through. I assume one of my tuners was getting no signal. I can accept a missed recording every year or so.