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Diagnostic / Error Codes & Solutions

Discussion in 'DIRECTV Tips and Resources' started by fluffybear, Mar 15, 2014.

  1. fluffybear

    fluffybear Hall Of Fame DBSTalk Club

    7,316
    38
    Jun 19, 2004
    Peachtree...
    On
    Screen Display



    Issue


    Resolution




    10


    Receiver Error Detected - Unable to read RID


    Replace Receiver.




    11


    Receiver Error Detected - Bad Tuner Not
    related to TV Apps (11)


    Replace Receiver.




    12


    Problem with the Network Tuner (possible
    problem inside the box).


    Replace Receiver.




    13


    Problem reading the access card


    Contact Customer Service.




    14


    On Screen Text: Internal Storage Error
    Detected.
    A problem was detected reading your internal
    storage device. Please call Customer Service at 1-800-DIRECTV and report the
    diagnostic code displayed below. Diagnostic Code: 14


    What to do:




    * Select Reboot to reset Receiver.




    If still a problem: Do NOT try to reformat
    from the front panel. Replace Receiver.




    15


    On Screen Text: Internal Storage Error
    Detected.
    A problem was detected reading your internal
    storage device. Please call Customer Service at 1-800-DIRECTV and report the
    diagnostic code displayed below. Diagnostic Code: 15


    What to do:




    * Select Reboot to reset Receiver.




    If still a problem: Do NOT try to reformat
    from the front panel. Replace Receiver.




    16


    On Screen Text: Receiver Error Detected A
    problem with your receiver was detected. Please call customer service at
    1-800-531-5000 and report the diagnostic code displayed above. Diagnostic
    Code: 16 Probable Cause: Receiver's networking chip has failed.
    H/HR 24s and higher only


    What to do:




    * Reset the receiver.




    * Run system diagnostics again.




    * If code 16 persists, offer a receiver
    replacement.










    This test ensures the coaxial network chips in
    the receiver are functioning.
    If this test fails, the receiver should be
    replaced.




    20


    A problem with your ODU has been detected.



    Inspect general condition of dish and cabling
    between dish and receiver.
    This error is usually followed by other more
    specific errors that may provide specific information on points of failure.




    21


    A problem has been detected in the storage
    device.


    Hard drive is experiencing an initialization
    error or Critical Fault. Replace receiver.




    22


    Internal Storage Error Detected.


    The HDDVR was rebooted while uploading new
    hard drive firmware. Replace receiver.




    23


    Internal Storage Error Detected.


    HDDVR hard drive firmware was completed, but
    hard drive errors were found, and the hard drive could not be recovered.
    Replace receiver.




    24


    A fatal error has occurred. (HR23-700
    Only)


    You will need to replace the HR23-700
    receiver.




    25


    H2x flash memory corruption is detected.


    A problem has been detected. Your receiver
    will attempt to repair it now. This will cause current user settings to be
    lost, but it should correct the problem and restore normal operation.
    If this condition persists, please call
    Customer Service




    40


    13/18V test.


    Satellite Dish Alignment or Distribution
    problem.




    41


    Guide data failure.
    Possible distribution problem, incorrect ODU
    selection or signal blockage to one or more satellite locations


    Troubleshoot cause of low/no signal.




    42


    Guide data failure. Possible distribution
    problem, incorrect ODU selection or signal blockage to one or more satellite
    locations


    Troubleshoot cause of low/no signal.




    43


    Installation Verification Failure. Caused by
    low signal or distribution problem.


    Troubleshoot cause of low signal.




    44


    Second tuner connection problem


    Verify Sat tuners are connected properly




    45


    Guide data Issue – No guide data received in
    over 24 hours


    Possible distribution problem, incorrect ODU
    selection or signal blockage to one or more satellite locations.




    46


    Guide data Issue – No guide data received in
    over 1 hour


    Possible distribution problem, incorrect ODU
    selection or signal blockage to one or more satellite locations.




    47


    Home Network Distribution Problem – [Location
    Name(s) or ROUTER - 000B6Bxxxxxx] has a poor network connection. If you are
    having problems viewing recordings from this receiver, please call Customer
    Service at 1-800-531-5000 and report the diagnostic code displayed above.
    Diagnostic Code: 47
    H/HR 24s and higher only


    Probable Cause:




    * A DECA is attached to an H/HR24.




    * The DECA on an H2x/HR2x/R22 or the
    Broadband.




    * DECA is loose or not plugged in.




    * Other issue with the cabling.




    This test determines if the network bandwidth
    is sufficient to meet DIRECTV specifications.
    If it fails, a problem is likely with the
    coaxial cables, splitters, or fittings.
    A service call should be made to check the
    coaxial distribution, if necessary.




    48


    Home Network Interference Problem – The
    receiver has reduced network performance. If you are having problems viewing
    recordings from this receiver, please call Customer Service at 1-800-531-5000
    and report the diagnostic code displayed above. Diagnostic Code: 48
    H / HR 24s and higher only


    Probable Cause:





    * The network may have excessive outside
    interference.





    This test determines if the network bandwidth
    has excessive interference, as opposed to a poor signal. A service call
    should be made to address faulty cables or connectors and isolate outside
    interference.




    49


    Primary Tuner Connection Problem – No SWM
    channels are available.
    The receiver is unable to register tuners for
    Live TV or Recordings because there are too many receivers connected to the
    coax network. Please call Customer Service at 1-800-531-5000 and report the
    diagnostic code displayed above. Diagnostic Code: 49
    H / HR 24s and higher only (and D12)


    Probable Cause:




    * There are too many receivers/tuners
    connected to the SWiM.





    See SWiM Installation Limits if needed.




    50


    Secondary Tuner Connection Problem –
    Only a single SWM channel is available. The
    receiver is unable to use the second tuner for Live TV or recordings because
    there are too many receivers connected to the coax network. Please call
    Customer Service at 1-800-531-5000 and report the diagnostic code displayed
    above. Diagnostic Code:
    H/HR 24s and higher only


    Probable Cause:




    * There are too many receivers/tuners
    connected to the SWiM.





    See SWiM Installation Limits if needed.
    The SWiM has enough space for Tuner 1 in the
    DVR, but not Tuner 2.







    51


    SWM Not Detected –
    The receiver cannot detect the presence of a
    SWM on the coax network.
    The receiver is unable to use any tuners for
    Live TV or Recordings.
    The SWM requires that a power inserter be
    plugged into an electrical outlet.
    Please check that the power inserter has not
    been unplugged.
    Select Test Again to see if this has resolved
    the issue.
    If this doesn't work then please call Customer
    Service at 1-800-531-5000 and report the diagnostic code displayed above.
    Diagnostic Code: 51
    The OSD also has a Recheck SWiM button to
    check for a SWiM installation.
    H/HR
    24s and higher only



    Probable Cause:

    * There's no SWiM network present.

    For some reason
    the SWiM isn't communicating with the network.






    70


    Configured for network, but cannot detect
    Network connection.


    Troubleshoot network/internet connection.




    71


    Cannot Detect Internet - Your receiver is
    configured to work with a home network but is unable to access the Internet.
    If your home network has a non-dialup Internet
    Service, please check your Internet connection and router settings. Select
    Test Again to see if this has solved the issue.
    If this doesn't work then please call customer
    service at 1-800-531-5000 and report the diagnostic code displayed above.
    Diagnostic Code 71



    * The network is connected, but the Internet
    connection has failed.




    * Problem with the router configuration or the
    receiver network settings.




    72


    Cannot detect dial tone, but Internet
    connection good.


    Troubleshoot phone connection.




    73


    Cannot detect Network connection or dial tone


    Troubleshoot phone connection.




    74


    Dish alignment test not ran during
    installation verification.


    N/A




    75


    On Screen Text:
    External Storage Error Detected a problem was detected reading your external
    storage device. Please unplug or remove your external storage device, reboot
    your receiver and rerun the test. If that doesn’t work, then please call
    Customer Service at 1-800-DIRECTV and report the diagnostic code displayed
    below. Diagnostic Code: 75


    What to do:




    *
    Remove External Hard Drive and retest.




    *
    Do NOT replace Receiver.




    76


    Cannot detect dial tone for PPV and caller ID


    Troubleshoot phone connection.




    77


    Receivers discovered on coax
    ONLY on H/HR 24s & higher


    Unplug Ethernet cable from receiver.




    79


    Indicates that the network connection has
    dropped multiple MRV sessions over the past 5 days.


    Check for loose/bad connectors that may be
    causing intermittent problems with the signal. Verify all hardware have green
    labels indicating that they are SWM/MRV compliant.




    82


    Receiver set to SL-5 dish but a SL-3 is
    present. This often causes Guide Data update issues.


    Change ODU type to Slimline 3.




    83


    Receiver set to SL-3 dish but a SL-5 is
    present


    Change ODU type to Slimline 5.




    86


    We were not able to connect to the Internet.
    Would you like to get connected?


    Verify all physical connections.




    The router is turned off or not
    functioning properly


    * Verify customer can access DIRECTV.COM on
    home PC.




    The connection from the receiver to the router
    failed.


    * On the receiver, run Restore Defaults,
    Connect Now.




    The network is connected, but the Internet
    connection has failed.


    * If applicable, verify all DECA units are
    operating correctly, including the Broadband DECA.




    Problem with the router configuration or the
    receiver network settings.


    Verify Router activity lights are active for
    the port connected to the Broadband DECA.







    Inform customer that they may need to disable
    router Firewalls that may be blocking connections for DIRECTV services.




    * Retry CONNECT NOW test to verify Internet
    connectivity.




    Instruct customer to verify that their ISP is
    not limiting access for additional IP addresses.




    Instruct customer to verify that their router
    is properly configured to support the number of devices on their network.
    Some routers default to only 10 devices.




    87


    Your receiver is
    connected to DIRECTV via the Internet.


    * Wait a few
    minutes and retry (Restore Defaults and then Connect Now).




    * If 87 still occurs, verify access to TVApps,
    VOD, YouTube and inform the customer that they may need to disable router
    Firewalls that may be blocking connections for DIRECTV services. Retry
    CONNECT NOW test to verify Internet connectivity.










    * If unsuccessful, escalate to DIRECTV ISS.




    88


    Your receiver is connected to DIRECTV via the
    Internet. This is a completion code, not a failure code, and indicates that
    the receiver has successfully connected to the Internet and the DIRECTV
    Server.



    Broadband Callback was successful.




    89


    Unable to connect to the Wireless Video
    Bridge(s) on your network. In order to display any video the receiver needs
    to be connected to a Wireless Video Bridge. Please verify that all Wireless
    Video Bridges on your network are powered on and have the coaxial cable
    connected. Select Test Again to see if this has solved the issue.
    Genie Only


    Determine if the customer deliberately removed
    the WVB from the network. If it was, removing the WVB from the Genie by using
    the system menus. (Menu - Settings & Help - Settings - Whole Home - Video
    Bridge).





    Ensure all WVBs are powered on and connected
    to coax / MoCA network.




    90


    One or more of the Wireless Video Bridges on
    your network reports an error. You may experience poor quality or
    intermittent loss of video on your wireless clients. Please reset your
    Wireless Video Bridge(s) using the red reset button on the back panel. Select
    Test Again to see if this has solved the issue.
    Genie Only


    Perform a reset on the WVB.

    If WVB continues to blink Red, replace the
    WVB.




    91


    One or more of the Wireless Video Bridges on
    your network reports an error. You may experience poor quality or
    intermittent loss of video on your wireless clients. Please check the coaxial
    cable connection to your Wireless Video Bridge(s) then reset them using the
    red reset button on the back panel. Select Test Again to see if this has
    solved the issue.
    Genie Only


    Troubleshoot the MoCA / Coax network. Verify
    cabling and connectors.




    92


    One or more of the Wireless Video Bridges on
    your network reports an error. You may experience poor quality or
    intermittent loss of video on your wireless clients. Please reset your
    Wireless Video Bridge(s) using the red reset button on the back panel. Select
    Test Again to see if this has solved the issue.
    Genie Only


    Should not occur.

    Escalate to NET, NET to escalate to STB Field
    Support.




    93


    On-screen display shows: Your receiver
    is connected to the wireless network, but it is not connected to the
    Internet.

    HR44 internal WiFi DECA is connected to the
    local wireless network but not the Internet.
    HR44 Only


    * Reboot the modem/router.




    * If the customer has a separate modem from
    the router, be sure to unplug the modem first, then the router.




    * Plug the modem back in first if it's
    separate, then plug the router back in.




    * Press the DASH button to check if the
    receiver is connected to the Internet.





    If issue persists, refer the customer to the
    router manual, manufacturer or ISP.




    94


    On-screen display shows: The receiver
    is not connected to a wireless network. There are more than one wireless
    networks in range.

    HR44 internal WiFi DECA is not connected to
    the local wireless network, but there is wireless networks detected.
    HR44 Only


    * Unplug the router for 30 seconds, then plug
    it back in.




    * Press DASH button to check if the receiver
    is connected to the Internet.
    * If the issue persists, help customer repeat
    network setup with WPS or manually.

















    95


    On-screen display shows: The receiver
    is not connected to a wireless network.
    HR44 internal WiFi DECA is not
    connected to the local wireless network, and there are no wireless networks
    detected or in range.
    HR44 Only


    * Unplug the router for 30 seconds, then plug
    it back in.




    * Press DASH button to check if the receiver
    is connected to the Internet.




    * If issue persists, repeat network setup
    using WPS or manual password entry.




    96


    On-screen display shows: The received
    wireless network signal is weak. This may affect performance.

    HR44 internal WiFi DECA is connected to the
    WiFi router; however, the WiFi signal strength is poor.
    HR44 Only


    HR44 internal WiFi DECA is connected to the
    WiFi router; however, the WiFi signal strength is poor.




    * On the remote, press and hold INFO to get to
    System Info & Test, and then select More System Info




    * If wireless signal strength is not Excellent
    or Good, then install a wired CCK.




    97


    On-screen display shows: There is a
    history of wireless network signal weakness. This may

    Affect performance.
    HR44 internal WiFi DECA is connected to the
    WiFi router; however, there is a history of poor WiFi signal strength.
    HR44 Only


    This Diagnostic code is triggered whenever the
    HR44 has been recently disconnected from the wireless network.




    * On the remote, press and hold INFO to get to
    System Info & Test, and then select More System Info.




    * If wireless signal strength is not Excellent
    or Good, then install a wired CCK.




    98


    On-screen display shows: There is a
    history of wireless network disconnects. This may affect performance.

    HR44 internal WiFi DECA is connected to the
    WiFi router; however, there is a history of WiFi signal disconnects.
    HR44 Only


    HR44 internal WiFi DECA is connected to the
    WiFi router; however, the WiFi signal strength is poor.




    * On the remote, press and hold INFO to get to
    System Info & Test, and then select More System Info.




    * If wireless signal strength is not Excellent
    or Good, then install a wired CCK.




    99


    Wireless Client Slow Link. There is a good
    connection to the wireless video bridge but one or more of your wireless
    clients reports poor network performance. Genie Only


    *
    Survey each wireless client to find the one with poor performance, indicated
    by an amber or red light on the client when powered up.




    *
    Relocate the client or video bridge to eliminate performance issues.
     
  2. fluffybear

    fluffybear Hall Of Fame DBSTalk Club

    7,316
    38
    Jun 19, 2004
    Peachtree...
    On
    Screen Display



    Issue


    Resolution




    711


    Access Card Is Not Active


    Customer Service (CS) needs to activate.




    721


    Service Isn't Authorized


    CS needs to authorize. Can also indicate a
    blackout condition (sports programming)




    722


    Service Expired


    IRD was unplugged for an extended period,
    reconnect IRD & have CS reauthorize.




    724


    Authorization or Paring Expired Issue


    Contact DTV to resend Pairing or Resend All
    Authorizations. Issue may be related to 920 OSD so also troubleshoot as if
    present.




    725


    Authorization or Paring Expired Issue


    Contact DTV to resend Pairing or Resend All
    Authorizations. Issue may be related to 920 OSD so also troubleshoot as if
    present.




    726


    Wrong or Missing RID Number


    Verify RID from TV screen & have CS
    reauthorize.




    727


    Program Not Available in Your Area


    Have CS verify address and resend
    authorizations.
    If still not available have CS check for
    Blackouts or FCC Viewing Restrictions.




    For Ext 731-743: IPPV is an option; it may not
    be available for all customers depending on the quality and capacity of their
    phone lines.





    For customer who cannot use IPPV they have 3
    other options:




    1. Go to DIRECTV.com (Transaction
    Fee $0).




    2. Call the IVR (Transaction Fee
    $1.50) @ 800-531-5000.




    3. Speak to a customer service rep
    (Transaction Fee $5.00) @ 800-531-5000.




    For more
    information go to: http://www.directv.com/DTVAPP/see/PPV_howto.dsp





    731


    Access Card Full


    Run IRD system test to make sure phone is OK.
    If not OK, troubleshoot phone line. If OK, have CS force a callback (est.
    time approx. 2 minutes).









    If a forced callback does not succeed see
    above reminder: For Ext 731-743. - Related OSD is 780 for broadband
    connected boxes.





    732


    IPPV Purchase Limit Reached


    IRD needs to call to download PPV information.





    Once it is downloaded the limit will be once
    again available.









    Follow procedure for 731- Access Card Full
    Limits are to protect the customer as well as assure DIRECTV is able to
    collect on purchase. - Related OSD is 781 for broadband connected boxes.





    733


    IPPV Ordering Disabled


    60 days with no callback,
    either resolve callback issue or disable IPPV flag and resend all
    authorizations.









    Contact DTV - Related OSD is 777 for broadband
    connected boxes.




    Follow procedure for 731- Access Card Full.




    734


    Unable to Request IPPV


    IPPV flag set to No in the billing system.
    Contact DTV.




    736


    IPPV (Interactive Pay Per View) has been
    disabled due to STB not successfully completely a callback.


    60 days with no callback,
    either resolve callback issue or disable IPPV flag and resend all
    authorizations.









    Contact DTV - Related OSD is 777 for broadband
    connected boxes.




    741


    PPV Data was Missing


    Conflict between your current billing
    information and authorized services.









    PPV event, day and time needs to be escalated
    by CS to the DIRECTV Support Center; resolution is normally 1 business day.




    743


    PPV has expired.


    24 Hour rental period has expired for
    previously ordered PPV.




    744


    Loss of Programming


    IRD is not getting authorization. Need to
    reset IRD and check for new OSD.




    745


    Access Card or Reader may be Defective


    Access card has had temporary problem
    processing data.









    Reset IRD. If problem continues IRD and/or
    access card may need to be replaced.




    746


    Possible Data Corruption


    IRD had a temporary problem processing data.
    Reset IRD.




    747


    Unable to Complete OSD when ordering or
    viewing PPV. OSD says Unable to complete this transaction.


    Have CS resend authorizations, then reset IRD
    Only on NDS IRDs such as D10s, H20s, R15s.




    749


    Multiswitch Problem


    Troubshoot multiswitch.




    750


    Service Not Active


    Customer needs to have HD access to be able to
    view OTA channels.




    751


    Wrong or Missing RID Number


    Contact DTV to verify actual RID against
    Billing System. Attempt Resend All Authorizations.




    752


    Information Update Error IRD cannot accept a
    software download or new data updates with the current access card. OSD may
    appear when access cards are being re-paired with IRDs.


    Follow these steps:




    1. Have CS resend authorization




    2. Reset IRD




    3. Have CS send replacement card.




    761


    Insert Your Card or MRR Service


    Access card isn’t all the way in the IRD.
    Remove & reinsert card.




    762


    Insert Valid Card or MRR Service


    IRD & access card are not communicating




    * Remove & reinsert Card.




    * Reset Without Access Card




    * Test Card vs. IRD.




    763


    Access Card Expired


    Access card is an older version (period) card.





    * Have CS order new card or activate
    replacement card




    * If card replaced, have CS resend
    authorizations




    * If OSD continues, reset IRD




    * Replace IRD.







    When troubleshooting this issue tune to
    channel 377 to verify if programming has returned.





    764


    Wrong Access Card Inserted Access card in IRD
    does not match what is listed with authorization system.


    * Have CS verify & update information.




    * Have CS reauthorize and then reset IRD.




    * If OSD continues, note the following:




    1. Account information (customer
    name, account number, telephone number)




    2. Access card number




    3. IRD serial number




    4. RID number




    5. Have CS supervisor escalate to
    DIRECTV Support Center.









    Note: resolution is normally 1 business day.




    765


    Please insert your new access card.


    Insert new access card.




    771


    Searching for Satellite


    Main Check:




    1. Peaking




    2. Line of sight




    3. Connections




    4. Distribution system




    5. Hardware




    771A


    Problem Communicating w/ Dish


    * SWiM power inserter may need to be plugged
    in.




    * The network can't detect the SWiM due to
    power
    loss to the SWiM.




    * No SWiM installation is present.




    Superseded by 775.




    771B


    Problem Communicating w/ Dish


    * Too many receivers or tuners are connected
    to the SWiM.




    * Test with SWiM meter and upgrade to SWiM 16
    if
    necessary.




    Superseded by
    776.





    772


    No guide data.


    Signal or broadcast issue.




    Occasionally
    seen after rain fade.





    775


    Problem Communicating w/ Dish


    * SWiM power inserter may need to be plugged
    in.




    * The network can't detect the SWiM due to
    power
    loss to the SWiM.




    * No SWiM installation is present




    776


    Problem Communicating w/ Dish


    Too many receivers or tuners are connected to
    the SWiM.




    Test with SWiM meter and
    upgrade to SWiM 16 if necessary




    777


    IPPV Ordering Disabled


    60 days with no callback,
    either resolve callback issue or disable IPPV flag and resend all
    authorizations.




    * Contact DTV.




    Follow procedure
    for 731- Access Card Full.





    780


    Access Card Full


    * Run IRD system test to make sure network is
    OK.




    * If not OK, troubleshoot network line.




    * If OK, have CS force a callback (est. time
    approx. 2minutes).




    If a forced callback does not succeed see
    above
    reminder: For Ext 731-743.




    781


    IPPV Purchase Limit Reached


    * IRD needs to call to download PPV
    information.




    * Once it is downloaded the limit will be once
    again
    available.





    Follow procedure for 731- Access Card Full
    Limits are to protect the customer as well as assure DIRECTV is able to
    collect on purchase.





    792


    Antenna Problem


    Loss of signal from over-the-air antenna.




    799


    Replace Receiver Self-diagnostic OSD


    OSD says, Receiver
    needs to be replaced. It may NOT need to be replaced.




    * Perform a Factory Default through the IRD
    menu.





    Only on D10s.




    920


    Missing Guide Info: Your receiver has not
    received guide information from the satellite for the past (3-13) hours.
    Please contact DIRECTV Customer Service (920). This is normally a signal
    issue and often occurs because the customer cannot get the 119 signal.


    The installation needs to be inspected for the
    root cause as to why the IRD is receiving this OSD.
     
  3. Scott Kocourek

    Scott Kocourek Well-Known Member

    9,491
    523
    Jun 13, 2009
    Thank you fluffybear for updating the table and the new codes.

    Thank you to RobertE for the previous codes and solidsignal.com for help with the updated codes.
     

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