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Deactivated Receivers Listed in Apps - Issues/Discussion


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#1 OFFLINE   The Merg

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Posted 07 August 2013 - 08:57 AM

Since it seems that multiple people are starting to have this issue, I figured it would be good to get all of these reports in one thread in case DirecTV decides to take a look here.

 

Basically, the issue that is a new activated receiver will not be listed in the DirecTV iPad and iPhone app and GenieGo apps will not list the PlayList for the receiver. It appears that the deactivated receiver is still listed in the apps as well. On the DirecTV website, the new receiver is listed correctly, however, it will state that it is not connected to the Internet.

 

If you are having this issue, post here in this thread. To help out, post the full model number of the deactivated receivers and the new receivers. 

 

Thanks,

Merg


Today's problems don't worry me, I haven't solved yesterday's yet.

SlimLine-3 Dish w/ SWM16 (HD Service / WHDVR) / Full Setup
HR34-700 / Panasonic TC-P50G25 HDTV / HDMI / Networked - DECA / Family Room
HR44-700 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom

HR24-100 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom


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#2 OFFLINE   PhilJC

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Posted 07 August 2013 - 09:47 AM

New HR44-700 was installed on Saturday to replace an older DVR, I think we used to have a HR34.  Connected to my home network via wireless. Finally today the status on my account page changed to Connected to Internet: Yes  Up until this morning that status read No.  App on the iPhone doesn't show our old receiver but does simply tell me "Your account receiver list could not be downloaded"

 

An hour on the phone with tech support over the weekend was a waste of an hour.  Yes, its on the network.  Yes it has a valid ip.  Sure I'll reboot my router even though that can't possibly be the cause of this problem.  Yes I'll reset it to defaults and go through the configuration again.  Sure I'll reset the receiver.  No it still won't work with the iPhone app and it still shows Connected to Internet: No on the web page.  Yes I can download on demand content from the network.  Which leads us back to where we start the loop over again.  Hang up after an hour and open a beer because I needed one.

 

Something has changed though, because now my receiver says it is connected to the internet on my account page.  Maybe DirecTV has figured out where the problem lies and is part way through fixing it?



#3 OFFLINE   BosFan

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Posted 07 August 2013 - 09:50 AM

I am having this exact issue (minus GenieGo apps) with showing internet:no on the website and the iPad not seeing the new STB. The failed/old receiver was a HR23-700, the new STB is also a HR23-700. Both were marked as located in the Living Rm and both were "named" Living Rm. Not only will the iPad app not find it, even if I manually enter the IP, I cannot use my smartphone, iPad or PC to schedule recordings so nothing seems to see it. To confirm I do have external devices enabled. I do have an app on my smartphone called DirecTV Remote Pro that does find the new STB via the IP address. I will be calling DirecTV today when I get home from work to see what they can do. 


Living room: Panasonic VIERA TC-P55ST30, HR23-700, Sony BDP-N460, Yamaha HTR-6140, Harmony 700
Family room: Vizio SV421XVT, HR24-500, Sony PlayStation 3, Yamaha R-7, Harmony 700
Bedroom: Vizio VA26L, HR21-200
SL-3, DECA, Whole-Home DVR, DTV since 4/09

Life isn’t like a box of chocolates…it’s more like a jar of jalapenos. What you do today might burn your *** tomorrow.
---Author Unknown


#4 OFFLINE   bver

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Posted 07 August 2013 - 02:15 PM

***moved from previous post*** 

 

Similar issues here

 

On 8/4/13 I upgraded my DirecTV Equipment.  I had an HR44 Geine installed.  During the installation process, I did the following:

 

  1. Installed HR44 Geine in my Family Room.  I named the receiver location both online at directv.com and on the receiver “Family Rm”.  
  2. Moved the HR24 from my Living Room to my Game room.  I renamed the receiver location (both online at directv.com and on the receiver itself) from Living Rm to Game Room.
  3. Moved the H25 from my Bedroom to my Spare room.  I renamed the receiver location (both online at directv.com and on the receiver itself) from Bedroom to Spare.

All three receivers are a connected to the Internet through Coax.  I use a Broadband DECA connected between my SWM splitter and my Apple Airport Extreme router (please see attached wiring diagram).  I can download YouTube videos, OnDemand content, and launch web apps on all three receivers.

 

Additionally, when I login to directv.com, and look at My Equipment, all three receivers appear as connected to Internet, and they display the correct location names, too (please see attached directv.com screenshot). 

 

However, when I try to access my receivers either through the DirecTV iPad app or iPhone app, the HR44 does not appear at all, the HR24 appears with the old location name (Living Rm) and the H25 also appears as with the old location name (Bedroom).  I have attached screenshots of both my iPad an iPhone apps. (Please note: that I took these screenshots outside my LAN.  However when I am on my LAN they appear just as they do in the screenshot, only connected).  Also, I can still control the HR24 and H25 receivers from the iPad despite the incorrect location names.  The HR44 Genie does not appear at all. Until the equipment upgrade, everything worked correctly.

 

I have contacted DirecTV Tech support three nights in a row without any resolution. 

 

This is a list of troubleshooting steps I have taken:

  1. Uninstalled and reinstalled the iOS apps on both iPad and iPhone.
  2. Changed my receiver’s LAN IP addresses.
  3. Reset all the receivers.
  4. Had DTV de-activate and re-activate all three receivers (1 at a time).
  5. Power-cycled everything (including the DECA)
  6. Restored Network defaults and then re-connected all the receivers to the Internet.
  7. Restored “all-defaults” on the receivers and reconnected them.
  8. Confirmed that all receivers are set to allow under External Devices.

None of these steps fix the issue.  Does anyone here have any suggestions that I haven’t already tried?  Thanks again for any help.

Attached Thumbnails

  • DirecTV Wiring Diagram.jpg
  • DirecTV.com page.jpg
  • iPad screenshot.PNG
  • iPhone screenshot.PNG


#5 OFFLINE   ssabripo

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Posted 07 August 2013 - 02:49 PM

I upgraded this weekend from 2 HR-24's and 1 std receiver, to a HR44-700 genie + genie mini client, and kept one of the HR24's.

 

Current setup:

- TV room : HR44-700

- master Bedroom: HR-24

- kids room: Genie Mini

 

Genie connected to home network via Wireless (installer said using wired, which I have in the house, would cause the whole-home DVR functionality to not work).

 

Problem:  iOS apps (both iphone and iPad 3) cannot find the Genie, but only the HR24.

 

Symptoms:  The old HR24 downstairs is showing up in the apps, but not the new Genie. Secondly, the online account shows the genie not connected to the internet, but it is...i just checked it and the receiver shows connected, and can load apps/internet info.

 

 

My account in the directv backend shows:

3Gyk4QU.jpg

and my iPhone app, for example, still tries to search for the old HR24 reciever downstairs:

bUjEKfu.jpg

 

This is obviosly incorrect, as the HR24 doesn't have a connection go the home router, only the HR44 does (wireless).  

 

Notice that the "TV Room" receiver in the iPhone app shows the ID of the old, but the online account shows the correct newer HR44 ID.

 

 

 

 

- I've tried deleting and reinstalling the apps, I tried resetting the receiver, I tried everything I can think of, and cannot get it going.

 

 

 

TODAY , I just checked my HD equipment list again, and as another poster pointed out, out of the blue it just showed up as "connected" now to internet, but apps still not seeing the receiver.

 

WHAT. THE. F*CK!!!!  :bang

 

zs8HQFs.jpg



#6 OFFLINE   bver

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Posted 07 August 2013 - 03:11 PM

 

TODAY , I just checked my HD equipment list again, and as another poster pointed out, out of the blue it just showed up as "connected" now to internet, but apps still not seeing the receiver.

 

WHAT. THE. F*CK!!!!  :bang

 

 

 

Same thing here...HR44 showed "Connected to Internet: No" for three days (even though it was).  Today it suddenly showed Connected: Yes.

 

I'm assuming that it's somehow related to iOS problems.  Just a guess, but it seems like some of the DTV's servers that iOS look to for receivers are not getting refreshed when receivers are added, deleted, or renamed.



#7 OFFLINE   Lenard

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Posted 07 August 2013 - 04:32 PM

Same situation for me also today, Genie shows connected to Internet on the web site which it didn't do before.
iPad and iPhone apps still picking up old receivers and not the Genie.

#8 OFFLINE   spidey

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Posted 07 August 2013 - 07:19 PM

deactivated receivers were both HR20-700's

 

newly activated receiver is HR44-700 however still showing not connected to internet on the Directv website.

 

in the Directv app for iPad the receiver names DO NOT match what is currently on the website the names match those that existed prior to the upgrade.   Upgrade took place Monday Aug 5th.

 

Geneigo sees both OLD receivers HR21 and HR24 and playlists however doesnt show HR44 on DVR list



#9 OFFLINE   NR4P

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Posted 07 August 2013 - 07:21 PM

I deactivated a HR24-500 two days ago.

It was gone from the Directv site about 10 mins after I finished the call.

So no issue there.

 

But two days later, its still showing up as a recording choice in my Android app



#10 OFFLINE   cfjones3

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Posted 07 August 2013 - 08:03 PM

I “upgraded” to the genie HR44-700 this past weekend and have not been able to locate the new receiver on my iPhone or iPad apps.!  The receiver IS DEFINITELY connected to my home wireless network!  I have internet connection.

 

On my iPhone I get the error message “your account receiver list could not be downloaded.”   Similar error messages result on my iPad.  Before the “upgrade” my apps worked just fine.

 

 I’ve tried everything listed in this thread, numerous times, including:

  • Uninstalled and reinstalled the DirecTV app
  • Reauthorized that receiver
  • Checked under settings, whole home, external devices…. Everything is set to "allow"
  • Re-booted my wireless router
  • Verified my receivers IP address

 

I’ve been the phone with the DirecTV helpdesk.  They sent a technician out who could not figure out the problem!

 

This is VERY Frustrating!!!  DirecTV, PLEASE FIX THIS OR CONNECT US WITH SOMEONE WHO CAN!!!



#11 OFFLINE   dels28

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Posted 07 August 2013 - 08:16 PM

In the same position. I received the genie upgrade with two clients on Saturday. Not until a few hours later when I got my ipad did I realize the old receivers were still showing up in the app. Did all the troubleshooting steps listed above, including spending an hour with tech support with no help, only a tech coming to fix something. I'm glad I finally found this thread as I was going mad unplugging and restarting equipment. And yes, everything is updated on website but not the ipad. I know the genie is connected when looking at my router settings, hopefully this is resolved soon.
HR 44-700
HR 24-500
HR 22-100
C41-700
C41-100
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#12 OFFLINE   peds48

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Posted 07 August 2013 - 08:17 PM

They sent a technician out who could not figure out the problem![/size]

This is VERY Frustrating!!! DirecTV, PLEASE FIX THIS OR CONNECT US WITH SOMEONE WHO CAN!!!

No wonder as there is nothing he could of have done as this is a DirecTV "outage"
Here’s to the crazy ones.
The misfits. The rebels.
The the troublemakers.
The round pegs in the square holes.

The ones who see things different.
They’re not fond of rules, and they have no respect for the status quo.


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#13 OFFLINE   spidey

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Posted 07 August 2013 - 08:29 PM

Called directv and they deactivated genie from account ( had to also e activate video bridge and mini client). Eventually readed had to reset geniego but still same as before geniego and app for iPad do not see the genie. They said they will pass on to engineering

#14 OFFLINE   peds48

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Posted 07 August 2013 - 08:31 PM

According to my DirecTV contacts, they are aware of this issue and are working diligently to try to find a cause and the fix
Here’s to the crazy ones.
The misfits. The rebels.
The the troublemakers.
The round pegs in the square holes.

The ones who see things different.
They’re not fond of rules, and they have no respect for the status quo.


Think Differently 

#15 OFFLINE   The Merg

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Posted 07 August 2013 - 09:44 PM

According to my DirecTV contacts, they are aware of this issue and are working diligently to try to find a cause and the fix


Thanks for the update peds!


- Merg

Sent from my iPhone using DBSTalk mobile app

Today's problems don't worry me, I haven't solved yesterday's yet.

SlimLine-3 Dish w/ SWM16 (HD Service / WHDVR) / Full Setup
HR34-700 / Panasonic TC-P50G25 HDTV / HDMI / Networked - DECA / Family Room
HR44-700 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom

HR24-100 / Samsung HCM5525W HDTV / Component / Networked - DECA / Bedroom


#16 OFFLINE   Laxguy

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Posted 07 August 2013 - 10:55 PM

A bit of patience and a ceasing of SHOUTING would be "a good thing". 


"Laxguy" means a guy who loves lacrosse.

#17 OFFLINE   KOTULCN

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Posted 07 August 2013 - 11:04 PM

I'm having exactly the same issue. Added HR44, moved HR24, removed HR22. HR22 still showing up on apps, HR44 not showing up, and HR24 not showing correct name. Hopefully they fix issue. Oh I am forgot to write down what shows were being recorded on the HR22 and now I can't remember them all. Doh! I wish there was a way to transfer that info from old equipment to new equipment when you upgrade! PiP without being able to switch audio or turn on CC is also needed. Really disappointed.

#18 OFFLINE   spidey

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Posted 08 August 2013 - 04:16 AM

According to my DirecTV contacts, they are aware of this issue and are working diligently to try to find a cause and the fix

thanx peds. The case mangagement folks said they would pass on to engineering. I figured they knew and are working it.

#19 OFFLINE   abrender

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Posted 08 August 2013 - 09:04 AM

I just received a Genie yesterday which replaced one of my HR22s.  I am having the same exact issue that many others in this forum thread are seeing.  It has been 24 hours and my though connected to the internet, my DTV online status continues to say it is not and of course my tablet/mobile apps are still showing old information etc etc..  I am curious as to whether it is something that the Genie must broadcast/communicate to the mothership as opposed to a database issue authorizing the services located on the mothership.  If the latter, seemingly manual fixes would not take long to put in place while they continue to work on the root cause as well as put in tools that the first line of support can work with.  Of course the silver lining for me is that if I never had this problem, I would not have been aware of dbstalk.



#20 OFFLINE   spidey

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Posted 08 August 2013 - 10:31 AM

Just checked issues resolved I see genie in geniego and iPad application.




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