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Two nights, Two lockups

Discussion in 'DIRECTV HD DVR/Receiver Discussion' started by wagman, Apr 27, 2008.

  1. Drew2k

    Drew2k New Member

    Aug 16, 2006
    Reports elsewhere cite the site as being down since midnight ET - a little longer than a few minutes. :)
  2. Lee L

    Lee L Hall Of Fame

    Aug 15, 2002
    While it is good that they are working on it, it sucks that they missed months of data as the blank recrodings have been going on for way longer than a few week.

    I have had blanks on both MPEG4 Local and OTA recordings as well, so it seems to be anything.
  3. TJFriday

    TJFriday Cool Member

    Jan 21, 2008
    I completely agree. I began keeping thourough records as it happened to me. I've seen numerous reports on this site of blanks happening on the MPEG-4 locals, OTAs and other SD channels, but haven't had the pleasure of experiencing that, yet. I won't be surprised when I do.

    It is *extremely* frustrating. I felt like I had been beating my head against a wall with Case Management until recently when they seemed to truly engage in trying to understand the problems.
  4. BigDawg

    BigDawg Mentor

    Sep 26, 2006
    How does one get a hold of "Case Management"? Sounds like they might be a little more serious about getting issues resolved than a CSR or cust. ret.
  5. TJFriday

    TJFriday Cool Member

    Jan 21, 2008
    Start with regular DirecTV Customer (Dis)Service (because they're not satisfied until you're not satisfied). You should be patient and allow them to take you through all of their troubleshooting until they exhaust their processes (or they get frustrated to the point where they escalate). In my case, I called them for every lock-up, missed recording and general HR2x hiccup to ensure the issues were tracked. Even in the middle of the night. Likely, this is the reason for the new shortened Customer Service hours. :) I also had several service calls (techs coming to my home) to ensure that my installation was 100% up-to-spec.

    Once all of that was exhausted, I was sent to Case Management. The way it works is that your issue(s) get escalated by to Case Management by a DirecTV Customer (Dis)Service agent. Case Management calls you to inform you they have received your case (supposed to happen within 2 hours of escalation, but rarely does). You are then permanently assigned a Case Manager (mine has been changed once, however) and they schedule a time to do more thourough troubleshooting--be prepared to set aside a couple hours or so. You receive a different toll-free number to call and a PIN that is good for 5 days. When you call the number, you enter your PIN. If it's expired or invalid, you get sent back to regual DirecTV Customer (Dis)Service. When you call Case Management, you will receive an available Case Manager. You can have them attempt to contact your Case Manager or add notes to your case. In most cases, they will send a message that you called to your Case Manager. Your Case Manager will call you back when they are able. Each time you call Case Management, you should ask for a new PIN if your case is still open.

    My Case Manager and I typically have a set schedule each week in terms of contact times. The Case Manager almost always contacts (calls) you--rarely is it the other way around. When we talk, I update my Case Manager with my findings/results of troubleshooting/experiments and my Case Manager informs me of what progress, if any, has been made toward resolving my issues. My Case Manager often refers me to *this site* to try various potential fixes and to refer to similar issues. Case Managers are not DirecTV Engineers, but can forward information/issues up to the Engineers. There are levels of escalation above this, but I haven't been escalated there, yet. (Although I'm told it may be forthcoming soon.)
  6. onebad93ta

    onebad93ta Cool Member

    Sep 28, 2007
    well since i disconnected network not one lockup and box dl new software yesterday morning so i figured id hook up the network again to see if it fixed anything and same as before new software 24 hours later box is frozen so did a rbr and disconnected network again which is not the fix im looking for seeing as i do use mediashare
  7. SomeoneLikeYou

    SomeoneLikeYou New Member

    Sep 26, 2007
    There are many reports of the same problem from people without network connectivity, so I don't think that can be the only solution.
  8. Zaney

    Zaney Mentor

    Dec 23, 2006
    I don't have networking and my HR21-100 has been locking up regularly since late last week when I had no problems before.
  9. hdtvfan0001

    hdtvfan0001 Well-Known Member

    Jul 28, 2004
    We've pretty much eliminated a particular HD DVR model and/or networking, since there are plenty of reports of the problem with and without networking and on various DVR models.

    It also has been established that this effects a number of firmware versions going back to at least the last 2 National release versions.
  10. Fish Man

    Fish Man Godfather

    Apr 22, 2002
    Both of my HR20's survived the day with no problems.

    This evening? Remains to be seen.

    I'm getting cautiously optimistic that they may have gotten to the bottom of this problem.

    Since this problem is clearly affecting such a wide range of DVR models, firmware versions, and user configurations (with and without networking), it almost has to be the result of something that they've changed in the data stream from the satellites. If that's the case, they should be able to "retrace their steps" as to what they've changed in the satellite data over the last week or two to find the problem.
  11. Zaney

    Zaney Mentor

    Dec 23, 2006
    Data stream problems from the satellite are the only thing that could possibly be causing this problem, nothing else could technically make any sense.
  12. AAWAV

    AAWAV New Member

    Apr 30, 2008
    HR21-700 - external 750 Gb drive (dual line)
    no network
    SW version: 0x22b
    Always leaving box on (not turning off or on standby)

    Frozen 2 times now over the last 7 days - first wondering why remote not working last Friday. Red button reset worked.
    Now 1 hour ago, same thing... only Red button made it come alive again.

    will call dtv tomorrow, start complaining...

    Had Hr20-700 replaced by this unit somewhere August last year - FLAWLESS working since then, until.... 0x22b.

    How the heck can they get away with this!!!!!!:mad:
    They don't seem to understand what testing is!!!!

    btw is there any way to downgrade to previous version? Again can't remember the version (the one with the new features under the yellow button), but worked fine (bit slow on deleting recordings, but can live with that - NOT with the reboots and other "known" issues).

    Also where can i find list with software versions and issues solved?

  13. May 1, 2008 #153 of 265

    Derwood AllStar

    Dec 18, 2006
    My 100 has locked up 5 times on this release and never before previously.
  14. May 1, 2008 #154 of 265

    bullitt Legend

    Apr 26, 2002
    Today was my second lockup in 5 days HR20-700 was updated to 0x22b 4/23 and not hooked up to Network. At first I thought it had something to do with DVR Scheduling from computer.
  15. May 1, 2008 #155 of 265

    ft800 Cool Member

    Aug 13, 2007
    Came home from work and discovered my second lock up in 4 days. This time the RBR worked, so I didn't have to unplug the HR20 700.
  16. May 1, 2008 #156 of 265

    mhendrixsr AllStar

    Nov 17, 2007
    Was having lockups on 3 DVR's (over the weekend) that had not locked up in the past. Received 0x22b update on all 3 late Monday (Tues AM) and haven't had any problems since. Yes, its still early and I'm watching all 3 machines closely but, so far, no glitches. Don't know where this sudden cautious optimism is coming from.

    Especially watching the HR20-100 that was wiped out over the weekend with some phantom update that set everything back to defaults. However, posts continue to indicate that their are some strange "bugs" still out there...
  17. May 1, 2008 #157 of 265

    jdoug Legend

    Aug 16, 2006
    I have 2 HR21's - a 700 and 100. About 3 weeks ago the 700 would be frozen every morning. I downloaded the CE version (I think it was 0x22b) and problem went away. Then, last week one morning the 700 was frozen again. And, the 100 was as well. Was the first time the 100 was frozen. And, the 100 had not yet been updated to 0x22b. So, I don't think it's specific to 0x22b.
  18. May 1, 2008 #158 of 265

    adamson Godfather

    Nov 9, 2007
    Houston, TX
    Well this saga is over for me. Recovery kits are on the way for my HR20/21. Furthermore Im done with Directv. There fix is send more receivers and not admit there is any problem there. What a joke of a company and a waste of time and money. Exactly the next day I received a "comeback to us letter"...UNREAL! I owe $400 bucks. I am happy to say riddens :) . Good luck folks...glad you all enjoy missing your programs.
  19. May 1, 2008 #159 of 265

    Athlon646464 Gold Members DBSTalk Gold Club

    Feb 23, 2007
    Uxbridge, MA
    This is a copy of a post I just made in the hr21-100 software update thread... Hopefully this will help find out what is going on.

    I already posted here when each of my HR-21's froze twice (on 2 different days). One of them froze again yesterday (first time since Sunday), and here is some detail about that incident - hope it helps with the diagnosis.....

    I leave both of my units in 'standby', and they both received the latest update on the 23rd.

    I noticed yesterday when I got home at 5:03pm that the yellow light was on as if recording, but knew that we did not have anything scheduled for that time. Sure enough, no response from the remote or buttons on the front panel.

    I hit the red button, and then had to hit the power button to have it go through it's routine (sticking on 97% for a while).

    Then I went to see what shows it recorded and missed. At 1:00pm my wife tapes 'Days of our Lives' from our local Channel 7's HD feed (although the show is in SD). In the 'List' of shows taped, it showed DOOL, but a duration of 4h 3m. The show was taped, but it just kept going, and stopped when I re-booted.

    None of the other 3 shows we had set (all on different channels) taped. We just got 4h and 3m of Channel 7. (Remember - I hit the red button at 5:03, and the show started at 1:00.)

    All was fine this AM at 8:15.

    Hope this helps.........

    Model number: hr21-100
    Firmware version: 022b (both units got it on the 23rd)
    If you have networking connected: disconnected both on Monday to see if it would help make a difference
    Does your unit lockup on start-up/power-up OR while running: on startup from standby
  20. May 1, 2008 #160 of 265

    hdtvfan0001 Well-Known Member

    Jul 28, 2004
    I don't believe you have painted a fair portayal of the situation, especially if you were to read through this entire thread. I have not missed any recordings, while some other folks have.

    DirecTV is aware that a new problem in some recent firmware update(s) is causing lockups in their DVR's and I suspect vigorously working on a solution (from past experience).

    There is not benefit for them to have this either happen or linger, so we're sorry to see you leave over this, but I suspect most folks will stick it out for this short-term problem to be resolved. It's more of a nuisance than a show-stopper, but nonetheless, it needs to get fixed - an will.

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