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.
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
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.
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."
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.
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
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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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.
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.
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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