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HR34: Can't get to work with MRV

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by tonypitt, Mar 6, 2012.

  1. NR4P

    NR4P Dad

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    Tony, I agree how frustrating this is. It should not be forgetting WHDVR authorization on reboot. But the link Shades points out is good if you can get that far to test out the Mesh rates.

    First think you need is a stable WHDVR authorization. I've seen scattered threads from you on this problem for over a week. When you call in Directv again, I would ask for the Access Card Dept. They usually have the best support mechanisms IMHO.
     
  2. tonypitt

    tonypitt Legend

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    Thanks NR4P. I'm not clear as to how the hierarchy of tech help works at DirecTV. I've been working with "Case Management." Should I bypass them and call into the Access Card people directly? I noticed that tonight when I called into 'regular' customer service to ask for authorization to be re-sent, they noted that my account showed that I was already working with Case Management.

    I don't know if any of the DNH info is relevant with Whole Home showing as inactive, but I did note the following:

    On the DNH Node info page, Node 0 is showing NODE-xxx friendly name and under MAC Address is it showing the MAC address of my HR22. (NODE-xxx is actually NODE-the MAC Address.) Phy Levels is shown as 28.

    Node 1 is showing my HMC. There are 5 other devices listed in the Node table, but none have IDs and I don't recoggnize the MAC addresses.

    For DNH Mesh I have the following showing between nodes 0 and 1.

    [TABLE]
    Nds 0 1
    0 241 242
    1 238 237
    [/TABLE]
     
  3. NR4P

    NR4P Dad

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  4. tonypitt

    tonypitt Legend

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    Being a glutton for punishment, I figured I'd call in to DirecTV one last time before going to bed. :)

    No one would transfer me to the Access Card Department. The 'first line' tech guy told me that they couldn't do anything for me that he couldn't do. I told him specifically that I was advised to call in to them. No luck. He still tried to help me himself. He couldn't. He wound up transferring me to Case Management. After 30 minutes of them doing everything they could think of, my unit still won't show Whole Home as authorized. I was advised to wait 24 hours to see if it fixed itself on its own. I'm guessing I already know the results of that, but it's the only option they could provide.
     
  5. dpeters11

    dpeters11 Hall Of Fame

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    Try calling 877-887-7994. I believe that's the direct number to them, no transferring needed.
     
  6. Shades228

    Shades228 DaBears

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    Access Card will refer you back to Case Management. They're the department to resolve this. ACDT is not technical support.
     
  7. NR4P

    NR4P Dad

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    When I experienced some of my my difficult authorization issues in the past, the ACDT was able to resolve them.

    But Shades, as a Directv employee what advice can you give the OP as he's talked with CM over and over again with the same unsatisfactory results?

    Tony, one thing to try if nothing else works, disconnect the cat5 cable from the Westell and see if authorization and MRV returns after reboots.
     
  8. tonypitt

    tonypitt Legend

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    Progress!

    I did as NR4P suggested above and disconnected my HR34 from any type of Internet access (no cat5 cable to the unit or the external deca). I also unplugged the external deca. So, all I have active are the HR34, the HR25, and the power inserter. With that setup, fingers crossed, everything seems to be working fine for MRV.

    I rebooted the HR34 and it picked up whole home as being active right away. I noticed that its self-assigned IP address was very different than what it was getting from the router. Both DVRs can see each other and MRV works fine.

    Then, to temp fate :), I plugged the cat5 cable back into the HR34. It picked up a new IP address assigned by the Westell. Within 2 minutes I got the message that it was no longer able to see the other unit. So, the Westell seems to be the problem as far as its interaction with the HR34. (Note that this is the same DSL modem that worked just fine with the HR22 that was there previously.)

    So my question at this point is whether the problem is with the Westell itself (which I'm having a hard time figuring out how it could be), or if the problem is with the IP address the Westell is assigning the DVRs (in the 10.0.0.xx range). I'm not sure how to have the Westell assign a different IP address.
     
  9. Davenlr

    Davenlr Geek til I die

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    If you can find out what the IP range of the Westall is for assigning DHCP clients, you can then go outside that range, and manually assign a static IP to each DirecTv box, which should solve your problem.
     
  10. tonypitt

    tonypitt Legend

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    Is this something I do on the DVR or on the router? As it stands now, as soon as I plug in the cat5 cable, the DVR picks up the new address assigned to it. Is there a way to tell it not to do that?
     
  11. NR4P

    NR4P Dad

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    Tony glad its working now. At least we know the problem cause and the HR34 likely isn't defective.

    If you go up to the SEARCH tab and type in Westell, you will see a bunch of threads where others have gone through this. The real magic bullet is to have something else do the DHCP assignments but if you are adventurous, there's lots of suggestions in those threads.

    Good Luck!
     
  12. Phil T

    Phil T Well-Known Member DBSTalk Club

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    Go to Settings, network setup, advanced setup and then manually set your address on each receiver.
     
  13. Leprechaun23

    Leprechaun23 New Member

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    It sounds like you may be experiencing an issue with the DHCP lease renewal from your Apple router.
    if you disconnect the broadband DECA cable from your router and reset defaults in the network settings on your receivers so they have the link local IP addresses your MRV should work. If so then you'll need to figure out whats stopping the lease renewal.
    Don't know much more about that stuff to help.
     
  14. Leprechaun23

    Leprechaun23 New Member

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    you can't have cat5 cables plugged in to the boxes directly. you should have a Broadband DECA or wireless DECA that is wired into the COAX network.
    your MRV will drop, but the Internet will work when directly connected to the boxes.
     
  15. dpeters11

    dpeters11 Hall Of Fame

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    Not true on the 34. You can use the Ethernet jack to get Internet.
     
  16. Davenlr

    Davenlr Geek til I die

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    After you find out what the range is of your routers DHCP, then you configure the new address on each DVR under network setup, advanced.

    If you can not find your routers DHCP range, then if it is assigning newly connected devices on the bottom end, like 10.1.1.10 or something like that, you can just go to the other end and assign the HR34 something like 10.1.1.240, and the other box to 10.1.1.241. Keep the first 3 numbers the same, and just change the last number.

    That should work ok, unless 210 devices try to log on to your router :)
    For a DNS (Domain Name Server) entry, you can use either your ISP's DNS server address, or just enter a free public one, such as OpenDNS which uses these DNS addresses:
    208.67.222.222 (resolver1.opendns.com)
    208.67.220.220 (resolver2.opendns.com)

    The router address would be the gateway address.

    The point to all this, is the DVR will always use the same address, and will not have to negotiate with your router at all for an address, or lease time, or renewal. This will prevent them from being rejected by the router, and dropping off the network.
     
  17. tonypitt

    tonypitt Legend

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    Just as an update...

    I decided the path of least problem was to swap out my Westell for a different piece of equipment. That should arrive later today. In the short run, I've removed the cat5 cable that linked my deca system to the Internet. As a result, MRV works great now, and except for not being able to do VOD, I'm not really missing any functionality. I'll update this once I've introduced the new router. Hopefully, it will be pain free.

    Just for posterity, the two things I found most perplexing about this:

    *The Westell worked fine when it was servicing two HR22s. Something about the HR34 doesn't play well with the Westell router.
    *When the HR34 was hooked up to the Westell, it would indicate that Whole Home service was not authorized. This was the oddest problem to me. I could see where something about the Westell was causing MRV to not work, but I find it bizarre that it would actually cause the authorization status of Whole Home to be changed. (The HR22, by the way, never exhibited this problem.)

    Thanks everyone here that participated in helping me troubleshoot things. If I were relying on DirecTV for this, who knows when I'd have this fixed.

    There is one last piece of the puzzle that makes sense to me now. My installer from the local company said that having the HR34s not work correctly was a widespread problem that many of their customers had. I understand why now. The local DSL provider only provides Westell routers. As a result they probably are seeing this issue much more than in other areas where that isn't the case. Unfortunately, I have no contact information to be able to pass back to them the results of what we've done to resolve that issue.
     
  18. tonypitt

    tonypitt Legend

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    New, non-Westell, router in place. Everything works perfectly now.
     
  19. NR4P

    NR4P Dad

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    Super news. Another Westell issue solved. Next time someone has MRV issues, we probably should ask about the router before anything else.
     
  20. tonypitt

    tonypitt Legend

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    To add insult to injury....

    Case Management called me back today to check on this issue. I reported the Westell problem and the solution. The representative told me that the Westell equipment was not the problem. I described exactly what was done and pointed out to him how much time could have been saved if this issue were documented to be passed on to other customers. I also pointed out that the installed in my area that was having this problem with "dozens" (their word) of HR34 installations, was probably because the DSL provider in the area used these Westells. He indicated that the Westells were not the problem.

    I wasn't going to argue with him. It was a very frustrating phone call (ending a string a frustrating DirecTV calls).
     

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