Last night, I was troubleshooting a commercial installation that consists of a SWM5, two H25s, about 500 ' of RG-11 with a Sonora 141R, 14dB inline amp just past the SWiM power inserter, about 300 feet from the dish. FYI, this system works even without the Sonora amp, but doesn't have much rain fade margin without it. This is the same site where I have reported intermittent radar problems in another thread. The problem now is that the receivers intermittently say that they are having trouble communicating with the dish, but that is not the symptom I am going to address on this thread. My immediate problem has to do with the RF remote. I substituted a new H25 for one of the two that is acting up. Because of where this receiver is located, it absolutely has to use an RF remote. When I attempted to select RF, I got to the screen that said to hold in "Mute" and Select" together until the green remote LED flashed twice, which it did. Then I followed the instructions which, as I recall, said to manually enter 961 and I did, and I observed the receiver panel light responding in acknowledgement of those keystrokes. Then it said to press "channel up", but when I did that, the receiver did not respond to that or to any subsequent remote keystrokes, though it continues to respond to the receiver panel buttons. I tried both the RF and IR remotes, but the receiver doesn't respond to either. I got tired of running from one room to another to observe the screen responses to what I was doing, so I set up a test TV, first using an RCA jumper from std def A/V video, and found that I could repeat the remote set-up process by again depressing mute and select and see the receiver respond to the 9, 6, and 1 keystrokes, but it would not acknowledge to the channel up or let me further navigate with either remote. Then, I got thrown a curve. A message came up on the screen on my test monitor, telling me that I was using a monitor that could not support 720p and that I HAD to press and hold in the "exit" key, but that receiver was, by this point, not responding to the remote, so I was stuck. I had to get a receiver working in time for the Monday Night Football game, so I called technical service but had trouble communicating with the CSR because of a lousy cell phone connection, so I finally asked him to do a master reset to restore the factory settings, but he said he didn't have that capacity. He said he didn't have the means to reset the receiver but that I could do so by pressing the red button. Keep in mind that I had to have him repeat everything he was saying three or four times because of the bad phone connection. I pressed the red button but it didn't restore the functionality of the remote or make that annoying screen message go away. To get around that screen message, I installed a video "dongle(?)" that let me support my test TV on component out. But still, neither remote worked. I somehow got out of the set up, thought I don't remember how, and selected ESPN manually. During the game, my intermittent signal problem recurred, but my first priority today will be to just get back to the IR remote operation. When I call DirecTV back, is there a way for a higher level CSR to restore my factory settings or otherwise address this RF/IR remote problem for me?