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Tech came and didn't fix the problem. What am I supposed to do now?

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by MJ23, May 12, 2008.

  1. MJ23

    MJ23 Cool Member

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    Apr 8, 2008
    I have been getting 771 errors on my HDDVR on different HD channels. Most notably, the HD channel that I watch the most often (647-1 FSNHD) rarely comes in anymore since the latest update. Another channel that I have tested that gets the 771 error is Weather Channel HD 362. I have tested on my H20 HD receiver when this happens and it receives the channels fine. But my HR20-100 won't get the channels.

    When I go into the satellite setup and check the signal strength everything is fine except for 103(c). Tuner 1 has a good signal, but tuner 2 has no signal.

    So I call DirecTV and they want to send a tech out even though I told them everything was working fine before the most recent software update and that I was pretty sure the issue was with the new update. So the tech comes out and does the following things:

    1. Replace my HR20-100 with a HR21-200.
    2. Replace both B-Band convertors.
    3. Replace coax connector cables.
    4. Replace the switch.
    5. Test all connections to switch.
    6. Make sure everything is grounded properly.
    7. Reboot both receivers and rerun satellite setup.
    8. Switched cables to the tuners.
    9. Realigned and replaced LNB's.

    In the case of the HR20, tuner 2 was always no signal on the 103c satellite. When we plugged the HR21 in it worked fine with good signal on everything. We then rebooted it and got the newest update and tuner 1 had no signal on the 103c satellite.

    We came to the conclusion that the issue has to be the update that was sent out.

    What am I supposed to do? I am sitting here tonight watching the Cardinals in SD because the HD channel has a 771 error. I am mainly paying for the HD package so I can get FSNHD, yet I can't receive it since the update. Is my only option to wait until the next update and hope that it fixes the issue? Should I call DirecTV and demand a credit for my monthly HD fee until they get an update that fixes the problem?

    Why would only 1 tuner be working on 103c? Which channels are received from 103c? I'm assuming at least Weather Channel HD and FSNHD are received from this satellite and that is why I'm not receiving them.

    Also, on top of the 771 errors I have been getting recordings that won't play and my receiver won't turn on unless I reboot it.

    What are my options?
     
  2. carl6

    carl6 Moderator Staff Member DBSTalk Club

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    Nov 15, 2005
    Seattle, WA
    How long are the coax runs from dish to multiswitch and from switch to receiver? What model switch?
     
  3. ironwood

    ironwood Icon

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    Sep 20, 2007
    Switch the cables and see if you still getting no signal on same tuner.
     
  4. Mike Bertelson

    Mike Bertelson 6EQUJ5 WOW! Staff Member Super Moderator DBSTalk Club

    14,040
    94
    Jan 24, 2007
    First of all, Welcome to the forum.
    :welcome_s

    Do I understand you to say that you have a multiswitch? Give us a list of the components/receivers.

    I would label all the connections and start swaping the connections around. Label them anything you want and see if different combinations give you different results. At the DVRs, swap the wires with and without swapping the BBCs.

    Also keep in mind when you change channel it's actually changes tuners. If you change to a channel and it's a 771 error, change the channel three more times(different channels) with the third one being your target. See if this works to ensure you are actually getting that channel/transponder/satellite.

    Could you post your sat strengths....Menu->Parental, Fav's & Setup->System Setup->Sat & Ant->View Signal Strength

    Fill in this template twice(one for each tuner)

    Satellite transponders (32 total at 101º)
    1-8 # # # # # # # #
    9-16 # # # # # # # #
    17-24 # # # # # # # #
    25-32 # # # # # # # #

    Satellite transponders (3 total at 110º)
    1-8 NA NA NA NA NA NA NA #
    9-16 NA # NA # NA NA NA NA

    Satellite transponders (11 total at 119º)
    17-24 NA NA NA NA NA # # #
    25-32 # # # # # # # #

    Satellite transponders (6 total at 99º(s))
    1-8 # # # # # # NA NA
    [Note: these can be very slow to appear]

    Satellite transponders (16 total at 103º(s))
    1-8 # # # # # # NA NA
    9-16 NA NA NA NA NA NA # #
    17-24 # # # # # # # #
    [Note, these can be very slow to appear]

    Satellite transponders (16 total at 103º(c))
    1-8 # # # # # # # #
    9-16 # # # # # # NA NA
    17-24 # NA NA NA NA # NA NA

    thanks to litzdog911 as I got this template from one of his posts.

    This should get us started.

    Mike
     
  5. inkahauts

    inkahauts Well-Known Member

    22,527
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    Nov 13, 2006
    Please post what firmware you are running on the HR2... Or to put it another way, are you on a CE?
     
  6. Juppers

    Juppers Icon

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    Oct 26, 2006
    I have to lean to a bad coax run as well.. Does the bad tuner follow the cable if you swap them? Could be a crimp in the run, or some shielding has been damaged or rubbed off.
     
  7. David MacLeod

    David MacLeod New Member

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    Jan 29, 2008
    welcome to the forums, sorry to hear about this.

    I think the point here is that most of the suggestions were done by the tech, and still it fails. seems to me the customer was left holding the bag and is now required to do a techs job.
    that bites.
    fortunately there are a lot of good people here with a lot of experience who will go out of their way to walk you through a lot of things to help.
     
  8. MJ23

    MJ23 Cool Member

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    Apr 8, 2008
    I'm not sure what model the switch is, I'm not at home right now.

    Dish to Multiswitch is about 5 feet.
    Switch to Receiver is around 30 feet.

    The thing is everything was working fine before the most recent update.
     
  9. MJ23

    MJ23 Cool Member

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    Apr 8, 2008
    Yeah, we did this and on the HR20-100 tuner2 was always the one that was no signal on 103c.

    On the HR21 replacement, tuner1 was always no signal, even when we switched the cables.
     
  10. MJ23

    MJ23 Cool Member

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    Apr 8, 2008
    Thanks, I will do this tonight.
     
  11. MJ23

    MJ23 Cool Member

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    Apr 8, 2008
    0x022B on the HR20-100. D still won't get pushed to it even when I do the 02468 update.

    When we replaced it with the HR21, it got the most recent 0x022D software. I'm not doing CE.
     
  12. MJ23

    MJ23 Cool Member

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    Apr 8, 2008
    No, that's the thing, it doesn't follow the cable. It was always tuner 2 on the HR20, and always tuner1 on the HR21 even when we switched the cables/B band convertors.

    Wouldn't it probably just be the software update that broke it? Considering all of the problems others are having with it.
     
  13. MJ23

    MJ23 Cool Member

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    Apr 8, 2008
    Yeah, the tech was there for 5 hours, and he said that this was the first time he hadn't resolved the problem on a service call. He said he didn't know how to close the order because it wasn't fixed.

    I'm ususally a lurker on this forum, but can tell that people know what they are talking about here. That is why I posted this. :)
     
  14. carl6

    carl6 Moderator Staff Member DBSTalk Club

    12,473
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    Nov 15, 2005
    Seattle, WA
    Given the multiswitch was replaced, I'll have to assume you currently have a WB68, which is the correct switch. I doubt a tech working this problem would have used anything else. But do double check that.

    Cable lengths definately are not the problem, those are very short.

    Some other things to try:

    1. Identify an outlet in your house that is on a different circuit breaker, then run an extension cord from there to your DVR and run it off that to test. TV also.

    2. Try temporarily lifting or removing the ground at the dish and the ground block where the coax enters the house.

    3. Connect the DVR directly to the TV (if it isn't already) and unhook any other components/equipment you have, while testing.

    If doing any of these makes a difference, then you could have an electrical or grounding problem that is effecting your equipment, and those can sometimes manifest themselves with very unusual symptoms.

    Carl
     
  15. K4SMX

    K4SMX Hall Of Fame

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    May 19, 2007
    This doesn't really sound like an installation problem, guys. Maybe try unplugging it for a couple of hours to see if a cold reboot fixes this.
     
  16. andunn27

    andunn27 Legend

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    Sep 24, 2007
    My guess is it is the receiver/firmware. I had the HR20 and got sent two refurbished HR21's because of freezing issues with the HR20. After I got both of them setup it automatically updated the software and I got a bunch of the 771 errors. I them hooked up my HR20 once again and it has been running fine for about 5 days now. :rolleyes:
     
  17. CTJon

    CTJon Godfather

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    Feb 5, 2007
    Also did you trace (or able to ) the cables for their entire run. I had a problem when MPEG4 started and it turned out way back where coax entered the house, a previous installed had put a spliter to join two sections of coax rather than the correct part. Replacing that fixed all my problems (with that) but if I hadn't checked the entire cable run I wouldn't have found it.
     
  18. inkahauts

    inkahauts Well-Known Member

    22,527
    1,087
    Nov 13, 2006
    Try swapping it with the H20 unit you have and seeing if you have the same problems in the other location. That may better point to a cabling problem...
     
  19. MJ23

    MJ23 Cool Member

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    Apr 8, 2008
    The multiswitch is a WB68.

    Here are my signals.

    Tuner 1

    Satellite transponders (32 total at 101º)
    1-8 96 97 97 98 96 100 98 100
    9-16 97 98 98 0 98 100 97 100
    17-24 97 0 97 84 97 100 96 100
    25-32 96 0 97 81 97 100 96 100

    Satellite transponders (3 total at 110º)
    1-8 NA NA NA NA NA NA NA 94
    9-16 NA 93 NA 94 NA NA NA NA

    Satellite transponders (11 total at 119º)
    17-24 NA NA NA NA NA 100 0 98
    25-32 10 100 100 100 86 100 43 100

    Satellite transponders (6 total at 99º(s))
    1-8 37 0 47 100 24 94 NA NA
    [Note: these can be very slow to appear]

    Satellite transponders (16 total at 103º(s))
    1-8 0 0 0 0 0 0 NA NA
    9-16 NA NA NA NA NA NA 57 44
    17-24 91 76 32 42 0 0 62 56
    [Note, these can be very slow to appear]

    Satellite transponders (16 total at 103º(c))
    1-8 88 82 90 90 85 87 87 89
    9-16 88 90 88 91 88 93 NA NA
    17-24 91 NA NA NA NA 95 NA NA

    Tuner 2

    Satellite transponders (32 total at 101º)
    1-8 95 95 95 97 95 100 97 99
    9-16 96 97 97 0 98 100 96 100
    17-24 96 0 97 85 97 100 96 100
    25-32 96 0 97 82 97 100 97 100

    Satellite transponders (3 total at 110º)
    1-8 NA NA NA NA NA NA NA 91
    9-16 NA 92 NA 93 NA NA NA NA

    Satellite transponders (11 total at 119º)
    17-24 NA NA NA NA NA 100 0 97
    25-32 11 100 100 100 85 100 44 100

    Satellite transponders (6 total at 99º(s))
    1-8 39 0 47 100 23 95 NA NA
    [Note: these can be very slow to appear]

    Satellite transponders (16 total at 103º(s))
    1-8 0 0 0 0 0 0 NA NA
    9-16 NA NA NA NA NA NA 0 0
    17-24 0 0 0 0 0 0 0 0
    [Note, these can be very slow to appear]

    Satellite transponders (16 total at 103º(c))
    1-8 0 0 0 0 0 0 0 0
    9-16 0 0 0 0 0 0 NA NA
    17-24 0 NA NA NA NA 0 NA NA
     
  20. MJ23

    MJ23 Cool Member

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    Apr 8, 2008
    The tech claimed that he replaced both B band converters. If he did, he must have replaced the dud with another dud. He left me 2 more converters before he left because he said that they went out a lot.

    So I just tested both cables and replaced the converter on the one that was receiving no signal.

    I now get signal on every tuner on every satallite! Finally!

    Thanks for your help.

    Others that are having the 771 error may just need to replace one or both converters.
     

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