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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
 
#53 ·
Darn it ;). You gave me another idea that I'll have to try in the morning. There are two ways to start RVU on the tv. One is by cycling through inputs. I've focused efforts there because it seemed simpler and I've always thought in terms of switching inputs with the harmony. The other is by opening the smart app Home that includes RVU along with Netflix etc. That's really not any harder and might work more consistently. It would also get around the issue with the newer harmony desktop software not allowing inputs switching in extra commands.
 
#54 ·
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)

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Thank you, it's nice to feel appreciated.
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.
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#55 ·
Thanks again for the suggestions. I was able to get the Harmony to go reliably to RVU by going first to the LG Home and selecting RVU there rather than trying from the input list. RVU is working pretty well. Just a couple of minor issues:

Split second audio dropouts when viewing live tv. This is especially frequent on the 4K channels. Oddly, I haven't noticed it at all when watching recorded programs from my HR24 boxes. Also haven't noticed it when watching the hr54 directly connected, but haven't spent a lot of time with that yet. I don't think it was happening with the c61k clients either, but then I never could get 4K working with them.

A couple of times, the tv has reported that the wired Ethernet connection (from a deca) was dropped and then reconnected on its own a few seconds later. One time this was while watching RVU from an hr24 box via MRV. Once, I was watching a disc so RVU wasn't doing anything.

This isn't new, but it's not uncommon for me to get "x has disconnected from your network" messages and then lose recordings from x box from the playlist until it is rebooted. I don't know if this is common in the wild or if I have a cabling or swm issue that needs to be addressed.

Thanks,
Michael
 
#56 ·
Receivers dropping from the network is not common. You would need to describe your set up and how your DIRECTV system is connected to the Internet.


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#57 ·
peds48 said:
Receivers dropping from the network is not common. You would need to describe your set up and how your DIRECTV system is connected to the Internet.

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Good to know. I have 6 connected boxes, 4 HR24, 1 HR20, 1 HR54. All are using built-in DECA connectivity except the HR20 which is using an external DECA. In other words, no straight ethernet connection, though I do have GigE available at most locations. There is also a standalone Cinema Connection Kit DECA connected to the SWM to provide an internet connection.

Cabling to two rooms fails the Genie client MoCA test and the HR24 in one of those rooms is dropping off frequently. I have the protection plan, so set an install appointment with the goal of running new cable or fixing the problems in those rooms.

Thanks,
Michael
 
#58 ·
With 15 tuners you must be using a SWM16 switch. What is your Splitter configuration and cable run lengths?


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#59 ·
peds48 said:
With 15 tuners you must be using a SWM16 switch. What is your Splitter configuration and cable run lengths?

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There are 2 4-way splitters coming from the SWM16 feeding 8 runs. 7 to different rooms plus one to the internet DECA. I'd estimate that the 4 upstairs cable runs where we're having the most trouble are 100 feet or less from the SWM. Downstairs runs are shorter than that, 50 feet or less.

Thanks,
Michael
 
#60 ·
cover said:
There are 2 4-way splitters coming from the SWM16 feeding 8 runs. 7 to different rooms plus one to the internet DECA. I'd estimate that the 4 upstairs cable runs where we're having the most trouble are 100 feet or less from the SWM. Downstairs runs are shorter than that, 50 feet or less.

Thanks,
Michael
I think the max is 100ft
 
#62 ·
The tech suspected the splitters from the SWM might be bad and replaced them. I have to admit I was skeptical. I have a lingering notion that there's not that much to go wrong or deteriorate with splitters, but no real basis to think that.

It's too early to say that it solved the problem 100%, but replacing the splitters certainly seems to have helped. The genie client MoCA test passes without any issues reported now. And I haven't caught the room that was giving us the most trouble dropping off the network again.

The only time I've noticed a receiver disconnecting since the splitters was replaced was on an HR20 with an external DECA. I was borrowing the internet connection from that one, passing it through an ethernet switch to share with a couple of other devices because I don't have wired ethernet to that room. I took the ethernet switch out and directly connected the DECA to the HR20 and haven't seen it recur.
 
#63 ·
I'm having this same issue with a new 4K install. Upgraded to HR54 and C61K, and 4K worked for about an hour. After the installers left, I started getting a Location Not Authorized message on all 4k channels. A service truck came on Wednesday and tried several hard resets to force a firmware download, and one did occur but still get the Location Not Authorized message. He gave up and told me someone else would come out today.

Two guys came today and worked on it again with no luck. One of the guys ended up showing me a message in what he called the CADIE system saying this was a widespread problem and that engineering was working on it and there was nothing we could do on my end.

Guess I'll wait and see.
 
#65 ·
Any updates? I spent a couple of hours on the phone today before finding this thread. I've got a truck roll 12-19-16. Should I cancel? Not interested in swapping a week old HR54 for no reason.
 
#67 ·
I called again late last week, and they had me do a "sendreportall" from the search screen. I was told that this would identify me as someone having the 4k issue and that I would get updates from them via email. So far I have received no emails, and my 4k channels still say "location not authorized."
 
#68 ·
I have the same issue but on only one of my C61s that I just had installed to replace an older hddvr. This is the second one I had installed. The first one works fine on 4k channels but the new one gives me the not authorized message. I even had them send a replacement c61 and it gives the same message. DTV CSR told me this is a known issue that the engineers are "working on". She could give no timetable for resolution and also said it only affects some of the c61s but not all. Sounds to me like they do not know what to do to fix the problem and are in no hurry to remedy it. Not a happy camper...
 
#78 ·
Resets to defaults.

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#82 ·
No there is not. The client will get updated once the Genie sits idle for 20 minutes.

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#80 ·
Succinct! Can you outline where a simple RBR on a client fails and a factory reset is warranted or required?

Same for DVRs? I have an HR44-500 where the hard drive has bad sectors and I'd like to reformat the drive without taking it out of the receiver. Will the Long test of the HD do remapping?
 
#81 ·
Succinct! Can you outline where a simple RBR on a client fails and a factory reset is warranted or required?
Read the thread to understand.

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#86 ·
Anything short of replacing the drive is a short cut, once a HDD starts having failures its days are counted. Time for a replacement. But to answer your question, in order to reformat you must remove the drive. Not sure about the long test. Never done it myself


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