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Guest Message by DevFuse

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CSR problems maybe


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19 replies to this topic

#1 OFFLINE   sstv

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Posted 06 October 2012 - 09:59 AM

Hi all
Not the way to start the week end.
Woke to all the lights on my HR24-100 being ON. I thought that maybe new software was downloaded but the TV blue screen said the Hr24 had "OVERHEATED".
I did a RBR, up came the TV with a normal program showing so I went to system info and surh enough the temp. was 144 F. Thats a sure sign the fan has failed.

Now the fun begins. I called DTV and the first CSR wanted to turn everything Off, reboot and call back if the problem happens again. no help here so I wanted a supervisor. Supervisor was not helpful as she insisted that any replacement receiver would be what ever was at hand. I told her that it was my understanding that HR24's got replaced with HR24's and she said its never been that way. I explained that I had WH and the HR24 had a built in DECA so she said that what ever they sent me would have a DECA included.

If I did'nt like that, I should TERMINATE my agreement with DTV. WOW thats cold.
I said goodby and told my wife I was going to replace the fan in the HR24-100 but have no idea how to open it up. I know thats a NO NO but I know my way around computers etc so a fan replacement is piece of cake. Any one with info is welcomed.

SSTV

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#2 OFFLINE   sstv

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Posted 06 October 2012 - 12:03 PM

Hi All
nobody know how to open a HR24-100???

sstv

#3 OFFLINE   davring

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Posted 06 October 2012 - 12:11 PM

I know a few people here have upgraded drives in them and I believe one even posted how he did it. Maybe a search would help. Otherwise, I'd just start removing screws:)

#4 OFFLINE   macfan601

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Posted 06 October 2012 - 12:24 PM

I think first you need to determine that indeed the fan did die. 144 is not an unusually high temp and it could be with a good unit cleaning and making sure plenty of air can get around the DVR it might be OK.

#5 OFFLINE   sstv

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Posted 06 October 2012 - 12:35 PM

I think first you need to determine that indeed the fan did die. 144 is not an unusually high temp and it could be with a good unit cleaning and making sure plenty of air can get around the DVR it might be OK.


The hi temp alarm is 60C, which is about 130F that makes 144F very hot. Normal for a HR24 is around 110F.

I have searched this site and know there is the info I need, but I cant find it.

SSTV

#6 OFFLINE   Davenlr

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Posted 06 October 2012 - 12:39 PM

Credit cards slipped between the case and cover to release the 6 clips.

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Tivo Premier XL4, Tivo Premier, Tivo HD whole home on Xfinity HD, DirecTv Whole Home with 39" high gain KaKu dish, Roku3,SageTv 8 TB Win8 Server -> DVDO Edge-> Denon AVR, Klipsch KB15's/Panasonic 55ST60 plasma"


#7 OFFLINE   MadMac

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Posted 06 October 2012 - 02:26 PM

I had one give me the "overheating" message back in April. Died three months later.

#8 OFFLINE   Mcmiller519

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Posted 06 October 2012 - 02:44 PM

Restart your receiver and hold down the select button while its rebooting a diagnostics screen will appear and you can run a test on the fan and tell if its working or not

#9 OFFLINE   Mcmiller519

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Posted 06 October 2012 - 02:45 PM

Sorry the select button on the front of the receiver

#10 OFFLINE   macfan601

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Posted 06 October 2012 - 02:46 PM

The hi temp alarm is 60C, which is about 130F that makes 144F very hot. Normal for a HR24 is around 110F.

I have searched this site and know there is the info I need, but I cant find it.

SSTV


While my HR24 doesn't run that hot I have several friends whose's HR24s run in the 140 degree range with no problems. I agree I would be uncomfortable with things being that hot but am curious why there seems to be all of these sudden fan failures. I think you are going about things the wrong way though. Why are you trying to get another HR24? Go for the HR34 and they will guarantee you get that one. I have an HR34, HR24, and H24 and they all play nicely together. Makes for a nice setup. The only way you are going to guarantee you get an HR24 is to buy it somewhere else yourself and hope you can get the cost back in programing credits. That is what I did on my HR24 and H24.

#11 ONLINE   trh

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Posted 06 October 2012 - 02:51 PM

Sorry the way you were treated.

I had an HR21 overheating several months ago (149F). Called DirecTV and they rolled a truck to "replace the defective circuit card." Installers got here, saw the screen and within two minutes were installing a brand new HR24 as a replacement.

When a different HR24 of mine died back in April, I was told that they only replace 24s with 24s. And that is what happened. Not sure if policy has changed or whether your CSR didn't know what their policy is.

I'd wait until tomorrow or Monday and call back in and play the roulette game.

And if they offer to terminate your contract, say "Yes, I'd like to talk to someone about that process." That should get you into Retention and I'm guessing you'll get a different answer.

I am the worst at searching this site, but recently there was a thread about replacing the fan and how to remove the cover for a 24.

Good luck.

#12 OFFLINE   west99999

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Posted 06 October 2012 - 02:59 PM

Just order the replacement, you will get a 24 the CSRS are trained to tell you they cant specify a model. I don't know why you would even put yourself through all of this just place the order and if you don't get a 24 (which you will) then you can all heated and upset about it. Until then y worry?

#13 OFFLINE   sstv

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Posted 06 October 2012 - 07:14 PM

Hi All
A little follow up. The overheated HR24 crashed and would not restart. I unhooked everything and put it on the bench.

I took a can of compressed air that I use on computers and blew out every opening in the HR24 case. I put everthing back together, and it restarted.
The HR24 has been running a few hours now and the Temp. is staying at 111F which is good. We will know more tomorrow.

I kinda like the idea of a HR34 and a H24. I might have to check into that.

SSTV

#14 OFFLINE   wahooq

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Posted 06 October 2012 - 07:19 PM

Dust in the receivers is the most prominent issue....BTW, cracking the case on a leased receiver will cost you $250.00...just sayin
My comments and opinions are my own and not necessarily those of DirecTV.

#15 OFFLINE   r028806

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Posted 06 October 2012 - 07:25 PM

Over heating IRD could be a couple dozen different things. No IRD is replaced with a specific model except HR34. Replacement is with receiver with like kind features. Field techs are instructed to replace HR24 with same model if they have one, if not they use HR2X with a DECA, which functions identically.

Slimline 5 / SWM 16
Whole Home Enabled
Cinema Connection Kit (Coax)
HR24-500 :hurah:
HR23-700 :grin:
HR22-100 :lol:

HR23-700 :sure:
H25-500 :rolling:


#16 OFFLINE   TXD16

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Posted 06 October 2012 - 08:01 PM

Hi All
A little follow up. The overheated HR24 crashed and would not restart. I unhooked everything and put it on the bench.

I took a can of compressed air that I use on computers and blew out every opening in the HR24 case. I put everthing back together, and it restarted.
The HR24 has been running a few hours now and the Temp. is staying at 111F which is good. We will know more tomorrow.

I kinda like the idea of a HR34 and a H24. I might have to check into that.

SSTV


If the problem really is the fan, there is about a 99.9% likelihood that it will again stop and you will have the same issue. Once the motor bearing has been damaged and/or failed, no amount of air is going to permanently fix it.

If the issue does reoccur, order the replacement and when the technician arrives, simply refuse to accept anything other than an HR24. The key is to not be afraid to be as persistent as needed in order to get an acceptable level of service.

"We are fast approaching the stage of the ultimate inversion: the stage where the government is free to do anything it pleases, while the citizens may act only by permission; which is the stage of the darkest periods of human history, the stage of rule by brute force." - Ayn Rand


#17 OFFLINE   sstv

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Posted 07 October 2012 - 09:56 AM

Hi All
Temp. is holding at 111F so only time will tell.
Thanks for all the help.

SSTV

#18 OFFLINE   Beasley

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Posted 07 October 2012 - 05:31 PM

Hi All
Temp. is holding at 111F so only time will tell.
Thanks for all the help.

SSTV


Just had the very same problem with one of my HR-24's, about 3 weeks ago. The fan had been "singing" for a while, and finally died. I too tried compressed air, but it only helped for a short time. I ended up with the same unit overheated message you received. I pulled the plug and called DTV. The CSR told me to leave my unit unplugged to avoid any fire danger, and they would ship me a new unit, via overnight, which they did. It was an HR24, same as I had. There was even a label enclosed to return the faulty unit, at their expense.
I guess the best thing for you to do, is just call back and talk to a different CSR. You most likely will come away with what you want.

#19 ONLINE   RAD

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Posted 07 October 2012 - 07:30 PM

I had problems with a HR24-100 and a fan that was binding up and getting loud. A couple CSR's didn't want to do anything, finally on the third time I put the phone on top of the box while it was making the noise, new HR24 was sent out that day.

See post My Setup for configuration info.


#20 OFFLINE   sstv

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Posted 08 October 2012 - 02:52 PM

Hi All
Alls well that ends well.
A new Hr24 is on the way so I guess its time to close this thread.
Again, thanks everyone

SSTV




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