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truck roll to fix 4K not authorized message?

7K views 85 replies 23 participants last post by  peds48 
#1 ·
Yesterday, an installer came and left me with an HR54 and two C61K clients. Both clients are connected to 4K TVs and show 4K available. The 4K channels (104, 105, 106) are in the guide, but trying to tune to any of them gives a "could not be authorized for this location" message.

The installer called on this and was told to tell me to wait two hours for the authorization to kick in. I called back this morning and the rep sent another authorization to the HR54, but no change. Now they want to send another tech.

Is this really likely to be a hardware / connection issue that a tech can fix or is something not set up right with the account. Only the 4K channels are affected. Other channels, whole home, etc. appear to be working fine.

Thanks,
Michael
 
#28 ·
DishCSR said:
The c61 only comes in 4k

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not so fast. There is a new mini model number. Is just a C61. So now.we have the following minis. C31/41/41W/51/61/61K.

Check your sources before trying (incorrectly) to correct someone.

Sent from my iPhone using Tapatalk
 
#29 ·
DIRECTV is excited to announce the national launch of our newest client in the Genie system, the C61. This next-generation hardware will continue to leverage our exceptional technology and customer interface, with identical functions and capabilities to the C51; however, the C61 capitalizes on lessons we've learned from our manufacturing processes to allow this new client to be produced more efficiently. Because the C61 functions identically to the C51 and C41, technicians should be able to seamlessly transition to using the C61, and as such, no field training is planned at this time.

As sites run out of stock of older client models, C61 stock will be available for use. Sites should continue to consume first-in-first-out to exhaust the C41 and C51 stock before issuing C61 stock to technicians.

Please note there is no wireless version of the C61 at this time. Wireless installations will still require the C41W.
Too bad they didn't name it something differently so it wasn't confused with the C61K.
 
#34 ·
peds48 said:
not so fast. There is a new mini model number. Is just a C61. So now.we have the following minis. C31/41/41W/51/61/61K.

Check your sources before trying (incorrectly) to correct someone.

Sent from my iPhone using Tapatalk
Don't rudely accuse me of doing anything like that.

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#36 ·
DishCSR said:
Don't rudely accuse me of doing anything like that.

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I am not accusing you of anything. I was just making the point that you (wrongly) corrected me. One must make sure when you correct someone that you have the facts straight.

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#37 ·
trh said:
Too bad they didn't name it something differently so it wasn't confused with the C61K.
I don't see an issue with the model number. The same can be said about the C41W & C41.

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#38 ·
peds48 said:
I am not accusing you of anything. I was just making the point that you (wrongly) corrected me. One must make sure when you correct someone that you have the facts straight.

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I wasn't trying to correct you, only pointing out that a c61 is only available in 4k, (or so I thought), however I now stand corrected on that

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#40 ·
DishCSR said:
I totally agree on this, that's why I started coming here a long time ago, I find out things here long before directv informs us.

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As a Directv employee, kudos to you coming to forums and trying to inform yourself and get feedback from the customers. This shows dedication and willingness to learn and serve.

I wish all the cable and satellite techs did more to improve their knowledge base and skills.

Thanks for your contributions and insights (as well)

Sent from my iPad using Tapatalk
 
#41 ·
DishCSR said:
I wasn't trying to correct you, only pointing out that a c61 is only available in 4k, (or so I thought), however I now stand corrected on that

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and isn't that the definition of a correction?

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#42 ·
peds48 said:
and isn't that the definition of a correction?
In reality it was the opposite of a correction (correcting correct information with incorrect information).

In any case, there is a C61 that is not 4K and a C61K that is 4K. Moving on ...
 
#43 ·
James Long said:
In reality it was the opposite of a correction (correcting correct information with incorrect information).

...
And that is my entire point. When you are trying or a least take a shot to correct a post. Make sure you have your ducks [emoji213] [emoji213] [emoji213] in a row.

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#45 ·
cover said:
Yesterday, an installer came and left me with an HR54 and two C61K clients. Both clients are connected to 4K TVs and show 4K available. The 4K channels (104, 105, 106) are in the guide, but trying to tune to any of them gives a "could not be authorized for this location" message.

The installer called on this and was told to tell me to wait two hours for the authorization to kick in. I called back this morning and the rep sent another authorization to the HR54, but no change. Now they want to send another tech.

Is this really likely to be a hardware / connection issue that a tech can fix or is something not set up right with the account. Only the 4K channels are affected. Other channels, whole home, etc. appear to be working fine.

Thanks,
Michael
Is it working now on 4k?
 
#46 ·
I am also getting the "not authorized for this location" message when tuning to 104, 105, and 106 but I'm using RVU via a 2015 Samsung 4K TV (JS8500). It had been working fine up until a few weeks ago. I've tried everything, from red button resets, CLEARMYBOX resets, receiver refresh, and unplugging the Samsung TV and HR54. Some or all of these fix it, but only for a day or two. I did have a service call scheduled, but the DirecTV tech never showed up. I've had several phone calls and chats, but DirecTV sure isn't being very helpful - they keep telling me they have no other reports of this issue but based on this thread, that isn't true. Since the problem is happening with the C61K also, it's either an HR54 or access card problem. I wanted to try swapping out the access card for a new one which seemed like the simplest thing to try first, but DirecTV refuses to do that. The Access card people don't believe it's a card issue. I really don't want to swap the HR54 and lose my recordings, but it sounds like that may be the only thing left, assuming of course, DirecTV will agree to swap it out.
 
#47 ·
thyname said:
As a Directv employee, kudos to you coming to forums and trying to inform yourself and get feedback from the customers. This shows dedication and willingness to learn and serve.

I wish all the cable and satellite techs did more to improve their knowledge base and skills.

Thanks for your contributions and insights (as well)

Sent from my iPad using Tapatalk
Agreed ... and glad to see such a CSR who's been "coming here for a long time" for a change.

Since over time when we occasionally get DIRECTV CSRs who start posting on the forum here trying to be helpful. And after many welcome them and applaud their efforts, they'll usually shortly disappear later on, and I always assumed DIRECTV likely found out about them posting here and made them stop.

Sent from my LGMS550 using Tapatalk
 
#48 ·
I have had this problem a couple of times. No one I have spoken with seems to know why it happens. The last time it happened the CSR and I tried to figure it out together. He came up with the thought that since my HR54 was not my primary receiver, it would not hold authorization for 4k . He changed my account around a bit, making the 54 the primary. He also changed my package to a lower one and then back to it's correct level. Everything has been working fine since. This was a couple of months ago.

This was the second time I have had this problem. The first time what ever the CSR did only lasted about a week or so.
 
#49 ·
Just an update on this. If i use the RVU on the TV itself, the 4K works consistently (albeit with frequent split-second audio dropouts). So, that would seem to rule out an authorization problem with my account or the HR54. With the C61K clients connected to the same TV (LG OLED55B6P) via HDMI, the 4K channels still get the "could not be authorized" message. The C61K indicates that the TV supports 4K. At this point, I think there is some kind of HDMI / HDCP or similar issue between the C61K boxes and the specific LG TV.

I'd be OK to use the RVU app on the TV except that wife and I are really spoiled pushing one button on the Harmony remote to turn everything on and switch to the right inputs. There is apparently no discreet input code for the RVU on the TV, so it is not straightforward to switch to RVU with the Harmony remote. I've spent an almost immoral amount of time trying to set up key sequences with the Harmony to automatically switch to RVU, but can't get it to work reliably.

Unfortunately, that means if I want 4K and easy / reliable operation most of the time then I'll have to pay twice each month for the TV -- one $7 charge for the RVU client to watch 4K occasionally and one $7 charge for the C61K on the same TV to watch everything else trouble-free.

I didn't think I was such an early adopter with 4K that DirecTV would be having these kinds of issues still.
 
#50 ·
cover said:
Just an update on this. If i use the RVU on the TV itself, the 4K works consistently (albeit with frequent split-second audio dropouts). So, that would seem to rule out an authorization problem with my account or the HR54. With the C61K clients connected to the same TV (LG OLED55B6P) via HDMI, the 4K channels still get the "could not be authorized" message. The C61K indicates that the TV supports 4K. At this point, I think there is some kind of HDMI / HDCP or similar issue between the C61K boxes and the specific LG TV.

I'd be OK to use the RVU app on the TV except that wife and I are really spoiled pushing one button on the Harmony remote to turn everything on and switch to the right inputs. There is apparently no discreet input code for the RVU on the TV, so it is not straightforward to switch to RVU with the Harmony remote. I've spent an almost immoral amount of time trying to set up key sequences with the Harmony to automatically switch to RVU, but can't get it to work reliably.

Unfortunately, that means if I want 4K and easy / reliable operation most of the time then I'll have to pay twice each month for the TV -- one $7 charge for the RVU client to watch 4K occasionally and one $7 charge for the C61K on the same TV to watch everything else trouble-free.

I didn't think I was such an early adopter with 4K that DirecTV would be having these kinds of issues still.
The usual workaround for that issue on your harmony is to Find an input that has discrete access and then always go to it then follow the steps needed to get to the other input. It should never change how far away it is from another input. If it does then you need to figure out why that is...
 
#51 ·
inkahauts said:
The usual workaround for that issue on your harmony is to Find an input that has discrete access and then always go to it then follow the steps needed to get to the other input. It should never change how far away it is from another input. If it does then you need to figure out why that is...
Thanks for the suggestion. That's the approach I took with the Harmony. It works sometimes, but isn't reliable. The tv behaves a little differently when it is first powered on by the activity vs. switching from another source. Also the newer harmony desktop software apparently doesn't allow input changes as additional commands when starting an activity. The older desktop software allows it but then I lose 2 of 8 devices on the harmony 700.

Bottom line, I've already spent far too much time trying to work around this "could not be authorized" problem. There's no reason the c61k boxes shouldn't work fine.

I got the c61k clients precisely to avoid this kind of headache with RVU. I couldn't have told you exactly what form issues would take, but I knew in my gut that RVU would be trouble.
 
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