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New 4K Install Questions

Discussion in 'DIRECTV General Discussion' started by cdh8585, Dec 7, 2018.

  1. Dec 7, 2018 #1 of 14
    cdh8585

    cdh8585 New Member

    20
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    Oct 19, 2018
    Just got a new 4K install today with a Genie 2.

    On the 4K channels I am getting an error message of “The program you selected could not be authorized for this location.”

    The C61K client is on 0x7de firmware.

    What needs to be done to activate 4K?

    I’ve seen some posts about just give it time and other have said it needed to actually be added to the account.
     
  2. Dec 7, 2018 #2 of 14
    MysteryMan

    MysteryMan Well-Known Member DBSTalk Club

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    May 17, 2010
    USA
    The tech should have made sure 4K service was authorized on your account before he left. You need to call DIRECTV and have them authorize 4K service on your account.
     
  3. Dec 7, 2018 #3 of 14
    cdh8585

    cdh8585 New Member

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    1
    Oct 19, 2018
    They sent a Uverse installer to swap out my receiver that had no idea about DTV and he insisted that there wasn’t a ‘4K service’ to be authorized. I’ve called the 1-800-531-5000 number multiple times and no one seems to understand that’s it’s just something that needs to authorized either.

    What should I tell the CS so they understand? Should I ask for a certain department?
     
  4. Dec 7, 2018 #4 of 14
    jimmie57

    jimmie57 Hall Of Fame

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    Texas City, TX
    Call This Number 877-999-1083 and see if they can help you out.
     
    cdh8585 likes this.
  5. Dec 7, 2018 #5 of 14
    Claude A Greiner

    Claude A Greiner New Member

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    1
    Dec 7, 2018
    I think for 4K to be active you need to call Directv and provide the MAC address of the 4K client.

    If you don’t do that the 4K will not work.

    On a regular client the MAC address does not need to be registered with Directv to work
     
  6. Dec 8, 2018 #6 of 14
    cdh8585

    cdh8585 New Member

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    1
    Oct 19, 2018
    Day 2. Still no 4K.

    Agents insist that the '4K Live' addon is showing on my account. Suggested to one that they might need my MAC address, of course, they thought that was the craziest thing. They keep wanting to get a tech to come out so I called the tech that installed it yesterday and he said there was nothing else he could do because it was a programming issue.

    Any other guesses or contacts?
     
  7. Dec 8, 2018 #7 of 14
    jimmie57

    jimmie57 Hall Of Fame

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    Texas City, TX
    Have you tried resetting the HS17 and the C61k ( in that order ) ?

    Have you tried refreshing your service ? What does “refreshing service” mean?
     
  8. Dec 8, 2018 #8 of 14
    cdh8585

    cdh8585 New Member

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    Oct 19, 2018
    Yes, I have tried both of those things multiple times.
     
  9. Dec 8, 2018 #9 of 14
    Claude A Greiner

    Claude A Greiner New Member

    24
    1
    Dec 7, 2018
    Go online and see if the MAC address is showing in the equipment list on your account


    Sent from my iPhone using Tapatalk
     
  10. cdh8585

    cdh8585 New Member

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    Oct 19, 2018
    Where can I do that on the AT&T site? I don’t think I can access the DTV site since I am a new customer.
     
  11. armj1978

    armj1978 Cool Member

    21
    1
    Feb 8, 2009
    Are you a new customer or did he switch out an old receiver and replace it with the Genie and a client? If you had service before the swap he should have changed the LNB on the dish. Without that, you can't get 4K. If he did a new install, he should have used the appropriate LNB. I only ask because you said you are a new customer but also that he swapped out your receiver.
     
  12. cdh8585

    cdh8585 New Member

    20
    1
    Oct 19, 2018
    Technically, I’m both. Service was installed on December 1st but they didn’t have a 4k receiver available so they came back on the 7th and swapped out a C61W for a C61K.

    As for the LNB this is what it shows in the system info:

    Dish Type: SL5 LNB
    RB/INTL: Reverse Band
    Switch Type: SWM LNB 22 CH
     
  13. armj1978

    armj1978 Cool Member

    21
    1
    Feb 8, 2009
    Check under My Services or whatever it is called under the ATT site. It should say:

    "4K FREE Activated

    This service allows you to enjoy your favorite entertainment in stunning life-like clarity with a full-time 4K TV channel and 4K On Demand."

    It sounds like it's not activated on your account. Shortly after my 4K install, they had to adjust some things and it got deactivated on my account. They had to transfer me to 4 different people before it got reactivated (once I realized it was not working anymore). If I remember correctly, it was a supervisor in tech support that finally fixed it and actually knew what to do.

    That was after the tech arrived with an HR44 and argued with me that it would do 4K for 20 minutes. I told him I was refusing the install and wanted him to write on my copy that he was trying to install an HR44 for 4K service. He called his supervisor and came back the next day with a brand new HR54, still insisting the HR44 can do 4K.
     
    Last edited: Dec 11, 2018 at 4:11 AM
  14. cdh8585

    cdh8585 New Member

    20
    1
    Oct 19, 2018
    Just an update. I checked this morning and the 4K channels are now working. The client downloaded a software update overnight from 0x7de to 0x10D1 that has solved the problems.
     
    jimmie57 likes this.

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