Am I the only one having a reset problem?

[iceman315]

I have had a problem today, with all three of my receivers. They are all Hughes model GAEBOA. Every 30 secs. to 3 mins., the receivers power down, power back up, and then download guide data. This is really annoying!! I have been working and do not see it as a hindrance. My wife, on the other hand, HAS A REAL PROBLEM WITH IT!! She is sooooo close to tossing the sat receiver out on the curb and calling the cable company.

I was told by a tech support person (after waiting on hold for 45 mins. X 2), that they were aware of the problem, that it was an update problem, and that they should have it resolved...in 48 HOURS. THAT IS UNACCEPTABLE!!!

I just want to know, am I the only person with this problem?????

[TerryC]

I don't see how DirecTV can have a problem that would power down your receivers.

No such problem here, BTW. The Amazing Race and Scrubs recorded just fine.

[PirateJim]

I have 4 Hughes GAEB0's and they are all fine - except that I can't add new channels to my favorites list ...
The checkmarks disappear after I scroll away from the channel I want to add ...
But, I digress ...

[halfeatenfish]

I am having the same crazy reset problem. I've checked everything, and it won't go away. One thing... my signal strength has been consistently 100, when before it was always around 90 or so.

Anyone have ANY idea what could be causing this

[halfeatenfish]

First I lose sound intermittently. Then the picture pixelates, strating at the left and growing progressively worse. This is followed by a screen of gray or green skinny vertical bars, then the reset.

I've unplugged the box, let it sit for awhile. Removed the access card...

all to no avail.


help!!

[grumpy3b]

hi...I usually lurk now and then but I am having the same problem. No sound issues but pixelation then a reset. I am sure it is a foobar'd update. We have two GAEBO's one was connected via telco and the other not. The one connected to the telco is the one resetting. The reset seems to be cycling shorter and shorter...I think we are about 15-20 mins or so now...

[digitalbroadcast]

Ack... that sucks :(

[mgmrick]

Probally not related but I am having problems with my directv tivo model hughes that is showing a black blank screen on channel 381. I have other tivos and a hd receiver none of them being hughes models and channel 381 working fine on them.

Thanks
Rick

[unsub]

same problem here, GCEB0a freezes, then re-boots every 5 -10 minutes ! DTV is aware of this problem effecting most Hughes recievers they say !

[TerryC]

Both of my receivers are Hughes. Both are connected to a telephone line. Both are without problems. I guess I got lucky x2.

[TerryC]

They're saying over on tivocommunity that this problem is affecting HNS GAEBO(A) and GCEBO(A) receivers. No fix is in the works right now. They say the call centers are swamped and waits are very long to talk to anyone.

They also say that channel 381 is offline but it doesn't seem to be related to this.

[norob1]

I have two Hughes model GAEBOA's with the same problem. Tech support say they are sending all of these receivers a firmware fix within the next 48 hours.

[iceman315]

Halfeatenfish... This is EXACTLY my problem. VERY ANNOYING!!!! ...And I only have 1 of the three plugged into the phone. Evidently, it is phone independent.

TerryC & digitalbroadcast... These ARE update issues. I spoke w/ DirecTV (after waiting on hold twice for 45 min.) and they said that a patch would be DL'ed within 48 hours. ...48 HOURS!!!!! That is a ludicrous timeframe!

[RAD]

A D* tech rep over on the other site says that this is a know problem and they are working on a solutions, hopefully within 48 hours. He says the problem is that the receivers are trying to upgrade their software but there's a problem with that process.

[gor88]

Anyone know what this botched update is for? Just curious as my mother has two GAEBOA receivers. I haven't checked with her yet, so I'm not sure if her receivers received the bad update.

[technoarch]

Long time lurker . . . .


This same phenomenon is occurring with both of my Sony receivers.

Its happening on the Sony A65A and B65A. Which makes since as its based off of the same designs of the Hugh's. What bugs me is only 5 people have called in complaining about the Sony's so they have no estimate when a fix will be issued for me.

:(

[technoarch]

Oh, btw . . .If you are having these issues be sure to call and they will mark the date on which the problem started on your account. Once it is fixed for you, call in, and they will credit you the days that the problem was occuring.

Thats what they told me last night.

[juan ellitinez]

Are you sure you guys dont have e* receivers? :eek2: :grin: :backtotop

[grumpy3b]

well, I think one of my receviers just bit the big one and there is nothing but static ...it did not reset just *poof'd*...d'oh...trudging out of bed to the living room set to see if that one is now dead...::sniff::

[goodcableguy]

Sony 65s and Gaeboas all run the same software, I checked and no downloads have occurred so problem may be in data stream.

[gor88]

My mother reports that she has no problems yet. I instructed her to turn on the receivers on both TVs (if not already on) and leave them on untiil I give the word. Hopefully, she won't lose service. This is important, as she is retired.

[grumpy3b]

well, my one receiver is now not displaying anything, it will no longer even respond the the remote or the power button...

[technoarch]

well, my one receiver is now not displaying anything, it will no longer even respond the the remote or the power button...


Thats not right at all. They should be replacing any recievers that fry over this.

[jpurkey]

Our Hughes receiver is doing the same thing. Makes watching that TV almost impossible. Hopefully they'll get it fixed soon!

[norob1]

Spoke to a tech a coupel hours ago and he said that we need to force a firmware download and this is the way to do it in this exact sequence:

1. Disconnect antenna cable from back of receiver.
2. Open card access door and remove card.
3. Unplug receiver for at least 25 seconds.
4. re-install card.
5. Plug receiver back into AC outlet.
6. re-attach antenna cable.
I did this over an hour ago and have had no further resets. Before I was getting resets every 3-5 minutes on both my receivers. Good luck!

[technoarch]

^^^ thanks - Have they just released something? Becuase I tried this exact procedure last night and it did not work.

I will give this another shot when I get home this evening.

[norob1]

After about 3 hours from trying their new procedure, one of my receivers is still working fine. The other one has reset itself twice in the last hour. This may not be the final fix!

An Hour after posting this reply, my second receiver also started resetting again. Their procedure was not a permanent fix for me, only for about 4 hours.

[spdorsey]

My Hughes receiver has been dropping the signal every 1-5 minutes for several days now. I called DirecTV yesterday, and they told me that they were getting a lot of calls with this problem, and that a new fix would be sent via the data stream to the receivers this morning (January 19) at 2:00 am. I was told that if I was still experiencing the problem today (the 19th), that I could call and request a replacement receiver.

Well, the problem persists. I am trying to call them, but I get a busy signal or a dropped call when their phone system transfers me to their service department.

Sheesh!

--------S

[spdorsey]

OK - here's what you can do if you cannot get through.

Call 1-888-713-7772 and you should be able to get through. I do not know what it is that is different about this number, but it works. Remember to be succinct and clear about what you need. Don't get angry at the dude on the other end, just request a replacement receiver and get off the line so they can help the next person.

good luck!

-----S

[norob1]

Called the phone number you suggested. They said that they were not replacing any receivers at this time and to be patient as their engineers were working on the problem.

[JcT21]

i have 3 of the hughes HBH models and 1 older rca DRD model. on my hughes boxes i get occasional picture distortion with several blocks on my screen as if my signal is breaking up. and sometimes when they "fade to black" during commercials and change camera angles, the picture will distort as its coming back on. ive noticed this mostly on superstation TBS. yet my signal remains a 97. anyone else have the HBH models and experiencing anything like that? my rca model has no problems ive noticed.

[unsub]

I have a reciever replacement on the way from Directv to replace 1 GCEB0a. But I still have another GCEB0a that I would like to keep, but they say they will replace it if the software upgrade dont resolve this problem. Problem is they wont commit to what type of reciever they will send, I want one with a RF remote, I was also told that instant weather should be available in febuary by one rep, other reps were saying DTV has given up on instant weather all together.

[MmmTV]

Doing a soft boot works as well. On the front of the box, hold the down arrow, and press power while holding it in. If it keeps doing it after doing this, or if your reciever has been fried over this, we will replace it for free of course. After doing the soft boot, just be careful to NOT unplug it or you will have to do it again until the new software is ready.

[goodcableguy]

Just to keep the thread from getting buried is anybody else still having problems with Hughes rebooting. I know of one that worked last night only to start back with the problem this morning.

[technoarch]

I am still having the same issues with the Sony's.

[mholc68]

Yes. My Hughes receiver is still rebooting. It's doing it every five minutes now. I've had no luck in getting ahold of DirecTV customer service either on phone or via e-mail, either. In fact, I discovered this message board last night while looking for some, ANY information about this apparently widespread malfunction. Thanks to everyone involved in running this board for keeping us up to date on the situation. I mean...would it kill DirecTV to acknowledge the malfunction on their website or on their TV channel?

Three days now...Come on!

[norob1]

Yes, my two receivers have been re-booting every 3-5 minutes, except for about 4 hours yesterday. It's even worse this morning. Yesterday they said that they would not replace my receivers when I asked. I called about an hour ago and told them to cancel my account as I was going back to cable. They now have a technician on his way to replace my two receivers. Hope I don't get two more with the same problem. Won't take much more for me to return to the better quality signal from my C-band system. Even cable is better than this.

[goodcableguy]

From my experience the problem is a fluke not the normal. Rest assured that the service and quality is top notch.

[mholc68]

From my experience the problem is a fluke not the normal. Rest assured that the service and quality is top notch.

You're right, goodcableguy. Gotta admit...this is the first major malfunction I've had to deal with in the six years we've been with DirecTV, a company I've sincerely bragged about to cable-dependent friends. I'm just a little surly from frustration.

But I still think that DirecTV could avoid a lot of headache and hassle by addressing widespread issues like this on their website and channel.

[unsub]

Called DTV tech support, they have no info as to when the Hughes issue will be fixed!!! They also wont tell me what reciever they sent out, and I really cant afford to buy one retail.

[jtmalt]

I've been having the same problem with the same Hughes receiver. I figured it was just me, maybe ice in the cables due to the extreme low temps in Pennsylvania. Thanks for the reset tip, I'll give it a try!

[grumpy3b]

reset dint work for our box...and i think it will not be a fix for any box with the problem because this seems to be a data stream/firmware change that is not gonna go away and some boxes will have the right combo of components to cause the reset issue and others might not...even if you got them at the same time...different hardware revisions...

So, possibly until they figure a fix (who knows WHEN that will happen, if ever) or replace the boxes. This sure reminds me of the old days when they would try and zap the "testers" out there and killed off valid subs...sure hope this is not something along the same lines because that period of time was just a mess for subscribers.

[mholc68]

Hughes receiver still not working. BTW, I finally got ahold of a human at DirecTV yesterday (Thurs). I was profusely apologized to and assured that a software fix was being sent out at midnight last night.

So...like I said...6:00 A.M. Eastern and still constantly resetting / pixellating / blacking out. Anybody got any suggestions? Anybody I can call to insist upon getting a new box?

This situation has sped right past frustrating...it's infuriating.

Over four days now and counting.

[ntflite]

Out of curiousity, what software version are you running?

[mholc68]

Just got off the phone with DirecTV. I calmly and diplomatically explained that I thought an almost five-day disruption of service was unacceptable and that, with NFL conference title games this Sunday, I either needed assurance that the Hughes malfunction would be corrected by then or a new receiver.

My new receiver should be here sometime tomorrow morning.

As the CSR looked up my account info, the murmur of the other reps in the background sounded like a endless loop: "We're aware of the problem." "Technicians are working on it." "Call back in 24 hours." "Try unplugging and replugging." "Should be up-and-running in 24 hours." Lather, rinse, repeat.


Again...Longtime customer, overall very pleased with every facet of my DirecTV service. But five days is just, again, unacceptable. I would say to everyone else: Hang in there as long as you feel comfortable. But DirecTV apparently will replace your Hughes box if you squawk about it.

[norob1]

You are exactly right, "DirecTV apparently will replace your Hughes box if you squawk about it". When I called they said that no receivers were being replaced at that time, even though I was a long time customer. However, I seen other people in this thread having their receivers replaced. I finally got fed up with their BS yesterday and told them to cancel my account as I was returning to cable. They immediately scheduled a technician to come tomorrow to replace both my receivers. Their attitude toward their long time customers is unbelievable. As of this morning I still have the same problems with my reception. It's unfortunate that we have to resort to canceling our accounts to get help.

[digitalbroadcast]

I just saw a memo here at work, Those having this issue: DirecTV will replace the units at no charge.

[norob1]

digitalbroadcast

Do you have a reference to this memo? Directv is trying to make me take another 1 year commitment, just for their replacement of the faulty units.

[digitalbroadcast]

digitalbroadcast

Do you have a reference to this memo? Directv is trying to make me take another 1 year commitment, just for their replacement of the faulty units.


Tell them to check the message scrolling at the bottom of the screen. Also on Customer Affecting Issues in the CSR's online reference manual.

It instructs the CSR to acknowledge the problem, and it was corrected in the January 20th data stream, but if the customer is still having a problem, do not order access card, do not order service call. Replace receiver In-Warranty/no charge.

[bulldog711]

We've been w/o for two days and problems the week leading up to these two days. Called D* several times--only excuses, no fixes. I have given glowing remarks about D* to all my friends and family--I guess that will end! Just accept culpability already! Funny thing is, the entire time I'm on hold I keep getting the recording telling me how they will accept payment. I refuse to make a payment until I get a picture. Not a picture for two seconds, though that would be a step up from where we are now. I am on hold for my fourth time. Looks like this is a situation that needs to be "escalated."

[ntflite]

Try removing all entries from the Watchword search. It worked for me.

[unsub]

I did just that,cleared WATCHWORD of all entries. I just got home and I now have almost a full 3 and half days worth of guide data !! Wich indicates that there were no reboots. I been home half an hour and so far NO reboots. This just might be the answer. Watchword is something I like but its not really needed. I can "check" programs off directly from the guide, and use watchword/search on my RCA unit in the other room.

[TerryC]

It instructs the CSR to acknowledge the problemHmm... The way you word this almost makes it seem as if you folks are sometimes instructed not to acknowledge a problem. :rolleyes:

[norob1]

digitalbroadcast,

Got my two new Hughes receivers yesterday and corrected my problem. Thanks to your advice, no additional 1 year commitment.

[digitalbroadcast]

Hmm... The way you word this almost makes it seem as if you folks are sometimes instructed not to acknowledge a problem. :rolleyes:

Haha I just took it from the wording in the manual online. It said something about acknowledging that there is a problem, etc.

digitalbroadcast,

Got my two new Hughes receivers yesterday and corrected my problem. Thanks to your advice, no additional 1 year commitment.

Very good. You just probably talked to a rep or two that was improperly informed. You'll always have those, unfortunately. Actually, the department I work in has absolutely nothing to do with dealing with customers directly or any technical issues or hardware, and I bet everyone in my department knew nothing about it... but I just like to be informed about lots of stuff, cause I'm a dork like that.

[MRTRIPOD]

digitalbroadcast,

Got my two new Hughes receivers yesterday and corrected my problem. Thanks to your advice, no additional 1 year commitment.

did D* send the receivers out to you?

Did they say they could not guarantee what type you would get? or did they tell you the model they would send you?

What model did you get?

Do you have to ship your old ones back?

Thanks

[norob1]

I thought they would send them by FedEx or UPS, but no, they sent a technician the 120 miles from Las Vegas. The Directv head office did not know what type of receiver I would get, but when the technician called to set up the replacement, he told me what he had available. He brought 2 Hughes model #SD-HBH which I am very happy with so far. As a bonus, the old remote controls work with the new receivers. No, they did not want the old ones back. They were several years old and I had already met my minimum commitment anyway for them, so I guess they were mine.

[technoarch]

FYI, the problem has been resolved on my Sony's since yesterday.

[digitalbroadcast]

Try removing all entries from the Watchword search. It worked for me.

Very good, ntflite! You were a step ahead. I just checked on the intranet and look what I see updated on Jan 23, 2005:


Issue:
Receiver shuts down, or turns itself off and on.
May occur every few minutes or several times a day.
May freeze frame before turning off.

Tech CSRs:

If receiver is turning off and on, check if receiver has a "watchword" programmed:

Reset receiver
If this does not fix problem:

Menu button
Select select watchword (may have to first select search, then select setup)
If watchwords are set, clear them:

Select clear
Select ok
Repeat for each word
The watchword makes the receiver more sensitive to problems. Clearing watchwords should stabilize the receiver while our engineers resolve the underlying cause of the resetting.

If no watchwords are set:

Order receiver.
Use Warranty-In so customer won't be charged.
Do not order access card.
Do not order service call.

[jpurkey]

Our Hughes receiver hasn't reset since Sunday so I assume the problem has been fixed? Transponder readings are back to normal too. The receiver was reportings 100's on many transponders which I know wasn't accurate.

So, anyone know what the software update that intially caused the problem was supposed to do?