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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
 
#4 ·
Since the 61s work on other channels and you can see the 4K channels, I would think this isn't something a truck roll could solve. Unless they get there and call it in and it gets changed as a result.

But wait for one of the installers here to respond. The
 
#6 ·
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
I had the same problem. Press the red button on the c61k. When I did it also updated the firmware.
 
#8 ·
DishCSR said:
Does it happen when trying to watch 4k on both 61's at the same time? Because if so, like others have said, you can only watch 4k on one at a time.

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Thanks, but I can't get the 4K to work on either one let alone both. It immediately gets the not authorized message.
 
#13 ·
b52pooh said:
Two items. 1. Can you watch other channels, i.e. 360 in HD with no messae? 2. What is the exact message you are getting on the screen? Thanks.
Yes, normal 1080 HD channels are working fine. I'm not in front of it now, but the message is or is very close to "The content you selected could not be authorized for this location. Try again later or call customer service."

Thanks
 
#14 ·
DishCSR said:
Yes, this was also my thinking, just forgot to add this in my last post , call and ask if the 4k line items show under your services.

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Recent activity on the website includes these:

11/09/2016

XXXXXXXX3809

DIRECTV 4K VOD Service - Charge

11/09/2016

XXXXXXXX3809

4K Service - Charge

$0.00

$0.00

Is that what we're after?

Thanks,
Michael
 
#15 ·
As off the wall as it may sound: try unplugging power to SWM switch for 10 to 15 minutes, not just a few seconds, power down all receivers then restart all SWM first.

Doctor j
 
#16 ·
cover said:
Recent activity on the website includes these:
11/09/2016 XXXXXXXX3809
DIRECTV 4K VOD Service - Charge
11/09/2016 XXXXXXXX3809 4K Service - Charge $0.00 $0.00

Is that what we're after?

Thanks,
Michael
Yes. So that means 4k service has been activated on the account.

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#17 ·
Although you should be able to get channel 105 without it, make sure you are subscribe to either ultimate or premier packages.


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#18 ·
DishCSR said:
Yes. So that means 4k service has been activated on the account.

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Yes it is o your account, but I would still give them a call to verified that they do have your activation on there system
 
#20 ·
So, another installer came today and was here on the phone about 2 hours. He thought it was an account problem too at first. Eventually we tried using RVU instead of the C61 mini. 4K worked fine using RVU, but the C61 mini still gets the "could not be authorized" message. I'm wondering if there is some issue between the TV and the mini. It is a new LG OLED B6P model.

I told them I'd really prefer the mini client to RVU, so they're going to escalate the issue and hopefully get back to me on it.

I haven't really used RVU, but after a career spent in tech my gut says it is probably an inferior experience to the mini client -- better for saving DTV money on equipment and hanging TV's on walls than improving the user experience. For one thing, my wife and I are quite accustomed to a "watch DVR" activity on the harmony remote that sets everything to the right inputs and just works. I'm not sure if the harmony can be set with an activity to automatically turn on the tv and fire up the RVU app.
 
#21 ·
Double check you have a C61K and not a C61.


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#23 ·
cover said:
C61K-700

Thanks
just experienced same problem, only fix was to replace HR54.

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#24 ·
peds48 said:
just experienced same problem, only fix was to replace HR54.

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So just to be sure I understand, you're saying that replacing the HR54 (not the clients) was required to correct this? Even though 4K is working with RVU, just not the C61K and the LG TV?

Was there anything you can point to that was different about the replacement HR54? Do you think a complete factory reset on the HR54 I have might help? If so, how can I do that? I've already tried Reset Everything through the menu, but it didn't seem to forget the clients and didn't help.

Thanks,
Michael
 
#26 ·
I was getting the same error message. I replaced the mini with and error was still there. I then call someone at DIRECTV, this person is not a regular rep. She knows is very skilled. She checked the account and everything checked out. She the advice to replace Genie and the problem was fixed.


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