HS17 Genie 2 has been a nightmare! Anyone else experience this???

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by Rockywwf, Sep 22, 2017.

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Have you had problems with you HS17 (Genie 2)?

Poll closed Oct 2, 2017.
  1. Yes

    30.8%
  2. No

    69.2%
  1. Oct 3, 2017 #61 of 130
    Rockywwf

    Rockywwf Legend

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    Gave me zero info like they are supposed to. Last night my basement TV couldn’t get a signal. Said some BS about the TV not being a 4K set. I’ll have to call customer retention again when I have a chance.


    Sent from my iPhone using Tapatalk
     
  2. Oct 3, 2017 #62 of 130
    djmaxwell

    djmaxwell Cool Member

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    You could always use the app for a remote.
     
  3. Oct 4, 2017 #63 of 130
    tegelad

    tegelad New Member

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    I had my first "issue" with the HS17 on Sunday. I setup 7 concurrent recording of NFL games (2 local and 5 700 channel and after about 2-3 hours I started to watch one of the actively recorded streams .... and I actually was able to watch four 30 second pushes sit there for 14 seconds on the wired C61K ... no joke ... I checked later when 5 then 3 streams were recording on the C41W and as the streams went "down" ...

    Now I called and asked if they had a soft/safe procedure for rebooting the headless server, and the support folks were like ... uhhh truck roll ...

    Now the nice DirecTV old timer came in and said why did they send "you" a beta device instead of the HR54 ... I attempted to replicate the issue, but it didn't occur again (it responded normally).

    I am setup now where I can send a report if I get it to replicate, so I will sit and wait until Sunday to see if that is the case.

    The device since Sunday has been "picking" speed and providing good remote to display latency since then, and wierdly enough my slingbox 500 <> C41W was faster then the HR24 I had before ...

    I also found out that AT&T has pulled all training from the field guys. Apparantly, ATT wanted to save money and stated that the HS17 did not need any special field work it would just magically work.

    Anyways ... that is an update from someone who had an HR44+HR24 who converted to the HS17-C61K-C41W
     
  4. Oct 5, 2017 #64 of 130
    inkahauts

    inkahauts Well-Known Member

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    Huh? Honestly, not sure what exactly you mean. Sounds like you hit skip four times and it took 14 seconds to happen. But then, what do you mean by the other? No streams record ever on a client. And what exactly went down? Did it stop reocrding, or did the client just stop working.

    The hs17 isn’t in beta, he’s not well informed if he said that.

    And there is a very easy way to reboot the hs17 and or the clients. Hit the red button on the side of the clients or the hs17. That will reboot each device individually. When you do this on a hs17 obviously you will have all recordings break while boots. It should begin recording whatever was interrupted once it’s done rebooting though.
     
  5. Oct 5, 2017 #65 of 130
    Rockywwf

    Rockywwf Legend

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    I was told the same about the training from the tech that initially installed the unit. He said the techs really have no idea how to set it up or even pull down the software updates that are necessary upon install. 15 year Directv customer, since AT&T took over the product and customer care has taken a nosedive. I have another tech coming out today, 2nd one this week.


    Sent from my iPhone using Tapatalk
     
  6. Oct 5, 2017 #66 of 130
    RAD

    RAD Well-Known Member

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    Dripping...
    Then your tech should watch the training video that they have available that shows them the install process.
     
  7. Oct 5, 2017 #67 of 130
    slice1900

    slice1900 Well-Known Member

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    Didn't someone post a link to that training video a while back? Maybe Rockywwf can watch it and show the installer how its done...sometimes you have to take matters into your own hands to get things done right :D
     
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  8. Oct 5, 2017 #68 of 130
    johnrmont

    johnrmont New Member

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    Oct 5, 2017
    I've had my HR17 for a bit over 2 weeks now and overall I like it. I previously had a HR54 + two HR24's. I liked that I had 200 program capacity and used 90+ percent of those programs.
    Unfortunately now that I have the HR17 I only have 100 program capacity!!
    Nobody knew anything about that when I ordered that nor does anyone that I've talked to (and I've talked to numerous reps and tech reps at DTV.
    Does anyone have a solution to this? If I had known in advance I wouldn't have gotten this new piece of equipment.

    Thanks for your thoughts!
     
  9. Oct 6, 2017 #69 of 130
    inkahauts

    inkahauts Well-Known Member

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    All I can say is it’s the one true major problem with it imho. If you do not need 100 or more it’s an excellent machine. If you do, it’s not the right answer.
     
  10. Oct 6, 2017 #70 of 130
    patmurphey

    patmurphey Godfather

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    It's sort of sad, Hoppers went from 96 timers to 200 with a simple firmware upgrade. Why not Genies?
     
  11. Oct 6, 2017 #71 of 130
    Rockywwf

    Rockywwf Legend

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    Ok so the tech came out and i pretty much had to tell him what to do. He checked the feed from my dish and said it was excellent. Went to the splitter that was replaced by another tech this past Sunday and said all the connections were loose. He tightened them all up and said that will fix the issue. I told him I bet it won't and i believe it is the junk clients Directv put out. I've changed TV's, I've changed DVRs, I never changed the clients. My issues, the same issues, didn't start till November when they upgraded me to 4K and installed the clients. Last night after the tech left problems still there. This morning my wife couldn't even get the box to work, I had to reset it again. I will be calling Directv back again today. Last call customer retention said one more tech visit (yesterday) and I am escalated to top priority and everything (supposedly) changes. And so the saga continues...
     
  12. Oct 6, 2017 #72 of 130
    slice1900

    slice1900 Well-Known Member

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    I'm sure it would be equally easy to do with the Genie. Perhaps the number of people who run into that limit is too small for them to prioritize addressing it.
     
  13. Oct 6, 2017 #73 of 130
    chumbley

    chumbley Cool Member

    31
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    Jun 23, 2004
    To add my early experiences to the thread...

    New HS17 install today. I have 5 x C61-100 and 1 x C61K clients. Also installed a 4TB external drive. No issues, but it's still early. I do need to get my DTV iPhone App to recognize the new setup.

    Tech knew the system well, flew threw the install with no issues.
     
    Last edited: Oct 6, 2017
  14. Oct 7, 2017 #74 of 130
    tegelad

    tegelad New Member

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    Nov 15, 2006
    It took nearly one minute of freeze time with it roughly being 14 seconds between each button push. The expectation is you push the button four times and roughly a few seconds later with observable fast forwarding it advances two minutes into the programming. What happened was 14 second pause advancement, pause 14 more seconds (repeat times number of pushes).

    As for the beta commentary, the gentleman stated that this device was the first device that the field tech's had zero training on. He stated every other device all the way back before the HR20 they received training on. It has been cut by ATT management to save money, since everything is client based, so therefore there was no need.

    As for the red button reset, I am aware of it; however, on most of the receivers there was an admin/menu option that allowed you to safely and sanely reset the device (i.e. like running a shutdown or reboot command on a computer). I specifically asked if there was a way via a client or a web page or a specific button sequence on the device that would execute things in a safe manner.

    They did provide me an ability to file a report via the DVR if the event occurs (which I will be testing for this Sunday), and I know they did something to the receiver because the channel changed without me touching the receiver.

     
  15. Oct 8, 2017 #75 of 130
    inkahauts

    inkahauts Well-Known Member

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    First, that is weird, and not normal with those delays. If it doesn’t go suspect there is a cabling or hardware or router issue.

    I honestly don’t fully believe him about the training since we have seen the video for the training on this as well as the documentation for the training on the hs17. And it’s very simple and short. I am under the impression that stuff gets posted for all, and I wonder if his location just decided to not tell everyone to check it out. Very odd imho.

    Red button reset and a menu reboot have the same affect and you do not need to worry about it on a genie. There was a time it was very much preferred to use the menu but the genies at some point where altered and we where told it’s really no different now, RBR all you like.

    With that said, you can reboot the hs17 through the menus. It is still there, on all receivers that are hd actually. It’s in the same place it was before, in settings... you just get to chose to either reboot that location, or reboot everything, which means the hs17 as well, when you select restart or whatever it’s labeled in the main menu. Just be careful, there is also the reset everything option as has always been there for DVRs as well, and that like with any other DVR erases everything.

    It’s possible the resent the authorization code, but that’s about all they could do. I will be interested to see if you have issues again...
     
  16. Oct 8, 2017 #76 of 130
    Grafixguy

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    The only unacceptable delays I've found are with fast forwarding with 30SKIP enabled. I went back to 30SLIP.
     
  17. Oct 9, 2017 #77 of 130
    inkahauts

    inkahauts Well-Known Member

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    Are you saying the delay was longer than slip takes? That’s amazingingly slow if that’s the case.
     
  18. Oct 10, 2017 #78 of 130
    Grafixguy

    Grafixguy Godfather

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    Exactly what I'm saying. I don't like SLIP but it works without any great delay. SKIP just sits there for what seems like an eternity.

    Again, not a huge deal.
     
  19. Oct 10, 2017 #79 of 130
    wilbur_the_goose

    wilbur_the_goose Hall Of Fame

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    FWIW, I've had mine for a couple of months and only have an issue when I have > 5 recordings starting, and even then, the delay is only a few seconds.

    My biggest gripe is the same I had with my HR24 - the frigging NFL Sunday Ticket red button prompt. I wish I could disable the NFL ST "features".

    PS - all my clients are wired.
     
  20. Oct 12, 2017 #80 of 130
    inkahauts

    inkahauts Well-Known Member

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    That is snot normal or expected behavior in any way. Mine takes roughly .5 seconds longer than on a genie itself, which I figure may be the client, but 1/2 a second is not a long delay, it’s not even an issue. Something is wrong there, the question is what. I’d suggest trying skip again once in a while to see if there has been any change. Odd that is your only issue as well. What client are you using?
     

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