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· Mentor
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38 Posts
Discussion Starter · #1 · (Edited)
I've found after the Mar 10, 2021 0x14d2 update, my HR54/500 will randomly stop responding to the IR remote for at least 45 seconds, sometimes as long as a minute. Then the Genie will suddenly "catch up" and respond to all my panicked button pushes at once.

I know the IR remote is working because I have two RC66RX models with working batteries. The lights on the remote work, and it still controls the TV volume, etc. BUT the "incredible" software developers at DTV have done something where the Genie becomes unresponsive to IR commands for a LONG period of time. This is a software bug, and yes, I followed all the DTV "fixes" like rebooting, refreshing, etc.

The software bug is intermittent and seems like the Linux "work queue" is being overloaded or something similar. The box will be working fine for an hour or more, then I try to PAUSE when I get a phone call, but the Genie won't respond to ANY buttons on the remote. The power button light on the Genie does not "blink" indicating it received an IR signal, so I press the PAUSE button 10 times in frustration, and all the commands are apparently received and "stored," but nothing happens. Then, 45 seconds later, the power button on the Genie blinks 11 times in a row, and it pauses and un-pauses 11 times. This happens at least once a day. Any button will do this, Guide, List, channel, etc.

I spent 20 minutes with DTV on the phone this weekend BEGGING them to file a bug report with their software developers, but had to speak to THREE different phone reps before the last one finally filed an actual bug report. BTW, one phone rep recommended I change the Genie's resolution, but when I asked him how that is related to the remote not working, he had no response!

The BEST part of my call was getting increasingly frustrated with the first phone rep's insistence on sticking to her "call script" even after I told her I had already followed all the steps DTV recommends, and that I was positive I had found a software bug. As she reluctantly offered to transfer me to a "technical" help specialist, she stopped before the actual call transfer to upsell me on AT&T WIRELESS PHONE SERVICE! I was ridiculously upset that she was trying to sell me something while I was trying to get a bug report filed. NEVER have I heard a customer service phone rep upsell me on an unrelated product when I tried to file a complaint! Good job, DTV! Way to respect a customer who has had your service 20 years! (seriously, DTV customer since 2001).

Of course all 3 recommended that I let them send me a "new" (aka, recycled) Genie, but none could explain to me how getting new hardware with the SAME 0x14d2 software would solve anything...

I noticed another disrespectful part of all the DTV phone reps' scripts now, that when they suggest sending a new Genie as a replacement, they don't want to acknowledge you will lose ALL your recorded programs. As each of the 3 phone reps recommended I get a replacement Genie, I asked each one a question I already know the answer to: "Will I lose all my recordings?" Each phone rep gave me a half-lie: "Yes, you will likely lose some of your recordings." I stopped at that line - three times - and followed-up, "Wait, I will lose SOME of my recordings or ALL of my recordings?" Each time, the phone rep "apologized" and corrected themselves that I will indeed lose ALL my recordings. I did not like this "little white lie" that DTV has inserted into their call scripts. It is VERY disrespectful to their customers, IMO.
 

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I have a HR54-200 (0x14d2) and have not experienced your issue. If it were a software bug then others would be reporting what you are experiencing. It's better to look for cause than to assign blame without proof. That said, the answer to your issue lies elsewhere. Are the sensors on you remote and HR54-500 clean? Have you performed a System Test on your HR54-500? Have you performed a BiST Test? Have you performed a CLEARMYBOX? Is there something in your home that could cause IR interference?
 

· Registered
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I've found after the Mar 10, 2021 0x14d2 update, my HR54/500 will randomly stop responding to the IR remote for at least 45 seconds, sometimes as long as a minute. Then the Genie will suddenly "catch up" and respond to all my panicked button pushes at once.

I know the IR remote is working because I have two RC66RX models with working batteries. The lights on the remote work, and it still controls the TV volume, etc. BUT the "incredible" software developers at DTV have done something where the Genie becomes unresponsive to IR commands for a LONG period of time. This is a software bug, and yes, I followed all the DTV "fixes" like rebooting, refreshing, etc.

The software bug is intermittent and seems like the Linux "work queue" is being overloaded or something similar. The box will be working fine for an hour or more, then I try to PAUSE when I get a phone call, but the Genie won't respond to ANY buttons on the remote. The power button light on the Genie does not "blink" indicating it received an IR signal, so I press the PAUSE button 10 times in frustration, and all the commands are apparently received and "stored," but nothing happens. Then, 45 seconds later, the power button on the Genie blinks 11 times in a row, and it pauses and un-pauses 11 times. This happens at least once a day. Any button will do this, Guide, List, channel, etc.

I spent 20 minutes with DTV on the phone this weekend BEGGING them to file a bug report with their software developers, but had to speak to THREE different phone reps before the last one finally filed an actual bug report. BTW, one phone rep recommended I change the Genie's resolution, but when I asked him how that is related to the remote not working, he had no response!

The BEST part of my call was getting increasingly frustrated with the first phone rep's insistence on sticking to her "call script" even after I told her I had already followed all the steps DTV recommends, and that I was positive I had found a software bug. As she reluctantly offered to transfer me to a "technical" help specialist, she stopped before the actual call transfer to upsell me on AT&T WIRELESS PHONE SERVICE! I was ridiculously upset that she was trying to sell me something while I was trying to get a bug report filed. NEVER have I heard a customer service phone rep upsell me on an unrelated product when I tried to file a complaint! Good job, DTV! Way to respect a customer who has had your service 20 years! (seriously, DTV customer since 2001).

Of course all 3 recommended that I let them send me a "new" (aka, recycled) Genie, but none could explain to me how getting new hardware with the SAME 0x14d2 software would solve anything...

I noticed another disrespectful part of all the DTV phone reps' scripts now, that when they suggest sending a new Genie as a replacement, they don't want to acknowledge you will lose ALL your recorded programs. As each of the 3 phone reps recommended I get a replacement Genie, I asked each one a question I already know the answer to: "Will I lose all my recordings?" Each phone rep gave me a half-lie: "Yes, you will likely lose some of your recordings." I stopped at that line - three times - and followed-up, "Wait, I will lose SOME of my recordings or ALL of my recordings?" Each time, the phone rep "apologized" and corrected themselves that I will indeed lose ALL my recordings. I did not like this "little white lie" that DTV has inserted into their call scripts. It is VERY disrespectful to their customers, IMO.
First PLEASE try this --using your remote -on the GENIE --Menu -SEARCH -using the remote --TYPE-CLEARMYBOX --then press search ---then press SEARCH all --That will cause the Hr54 to Reboot and redownload all the Software Plugin's --*NOTE are the TV picture RETURNS --it will take 24 to 48 hours for the full guide and VOD menu to return --

Suggest you try that while you cool off
 

· Beware the Attack Basset
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The fact that the Genie eventually responds to the queued commands suggests that it is getting the commands whether it acknowledges them or not. Blaming the IR devices would seem to be a red herring.
 

· Mentor
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Discussion Starter · #5 ·
I have a HR54-200 (0x14d2) and have not experienced your issue. If it were a software bug then others would be reporting what you are experiencing. It's better to look for cause than to assign blame without proof. That said, the answer to your issue lies elsewhere. Are the sensors on you remote and HR54-500 clean? Have you performed a System Test on your HR54-500? Have you performed a BiST Test? Have you performed a CLEARMYBOX? Is there something in your home that could cause IR interference?
Yes to all that. And no to "IR interference." I'm not an idiot. I know how IR remotes work and what a Linux software bug looks like. "Are the IR sensors clean?" SERIOUSLY? LOL. ...Oh wait, you're right! I checked JUST NOW and realized that the remote's IR sensor is completely covered in an INCH of melted pizza cheese!!! How did I NOT NOTICE that before??? This is 1000% sarcasm, btw.

As I ALREADY wrote, the remote WORKS FINE with the TV, so that rules out your IR questions. And, once the Genie "catches up" after 45 seconds, it responds to ALL the remote buttons I previously pushed, meaning the IR signal is successfully reaching the Genie's IR sensor (already explained all this). Please don't post condescending questions like this. It's not helpful. And READ my post first please, where I CAREFULLY describe all the symptoms. People who post without reading first don't help the situation at all.

Your feeling that "no other complaints" here means this is not a bug is fairly naïve. My guess is this is not a pervasive/frustrating enough issue to get others posting here. I would guess 99% of people who experience an IR delay bug ignore it and accept it as a "cost of doing business" with DTV. I also assume that 99.99% of DTV users have never heard of this online forum and are not members here. BTW, remote response lag HAS been reported for YEARS with various DTV boxes. Why is it impossible for you to imagine it is an issue now???

You need "proof" I found a software bug? How am I, as a non-DTV employee, supposed to provide "PROOF" I found a software bug? Is PROOF of a software bug a requirement for DTV to investigate? Can you provide "PROOF" that "the answer to [my] issue lies elsewhere?" I'd LOVE to see that. Also, you have a HR54-200 but don't experience this issue? Hm, is it possible that your HR54-200 has different HARDWARE than my HR54-500, and therefor doesn't express this same behavior? Oh, I guess you'd need PROOF of that first, right?

Thanks for toeing the DTV line, though!
 

· Mentor
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Discussion Starter · #6 ·
The fact that the Genie eventually responds to the queued commands suggests that it is getting the commands whether it acknowledges them or not. Blaming the IR devices would seem to be a red herring.
I appreciate this helpful, well-thought out insight (unlike the other posts here). Yes, I don't blame the IR remote specifically, I'm blaming something in the 0x14d2 firmware which seems to be clogging the Linux "work queue." The Linux work queue is responsible for deciding which "functions" are fired in what order, and if a bug in the firmware fills that queue up, the box could stop responding to ANY commands, not just IR commands.

A good next step to test this would be pushing the physical power button on the front of the Genie when this bug next occurs to see if the Genie "ignores" that command for 45 seconds too. I'll try that, but this bug is so intermittently random that it won't be easy to jump off the couch in time to push the power button when it happens again.
 

· Mentor
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Discussion Starter · #8 ·
First PLEASE try this --using your remote -on the GENIE --Menu -SEARCH -using the remote --TYPE-CLEARMYBOX --then press search ---then press SEARCH all --That will cause the Hr54 to Reboot and redownload all the Software Plugin's --*NOTE are the TV picture RETURNS --it will take 24 to 48 hours for the full guide and VOD menu to return --

Suggest you try that while you cool off
I already did a "double" red button reset, which if you keep up-to-date on DTV's troubleshooting suggestions, you'll find that a double red button reset is the same as CLEARMYBOX.

Thank you, though. I do appreciate helpful, non-dismissive suggestions like this.
 

· Mentor
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Discussion Starter · #9 ·
sounds like the batteries are going on the remote
Nope, if you read my full comments (yes, they are long), you would realize I have tested TWO different IR remotes with NEW batteries and gotten the same results.

Also, the Genie "remembers" which buttons I pushed when it gets "stuck" for 45 seconds, then eventually responds to EVERY IR button I pressed (as in pausing and un-pausing 10 times in a row). That means this issue cannot be related to the remote's batteries.
 

· Icon
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I've seen this with our HR44/54 a few times....it is frustrating. My solution was to let it just run its course.....it will eventually return to operation. In my case it hasn't been frequent occurences...
 
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· Registered
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I already did a "double" red button reset, which if you keep up-to-date on DTV's troubleshooting suggestions, you'll find that a double red button reset is the same as CLEARMYBOX.

Thank you, though. I do appreciate helpful, non-dismissive suggestions like this.
NO A double red button reset --DOES NOT force a reload of software PLUGIN's --IF your afraid try it then suffer
 

· Premium Member
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No one accused you of being a idiot.
Yes to all that. And no to "IR interference." I'm not an idiot. I know how IR remotes work and what a Linux software bug looks like. "Are the IR sensors clean?" SERIOUSLY? LOL. ...Oh wait, you're right! I checked JUST NOW and realized that the remote's IR sensor is completely covered in an INCH of melted pizza cheese!!! How did I NOT NOTICE that before??? This is 1000% sarcasm, btw.

As I ALREADY wrote, the remote WORKS FINE with the TV, so that rules out your IR questions. And, once the Genie "catches up" after 45 seconds, it responds to ALL the remote buttons I previously pushed, meaning the IR signal is successfully reaching the Genie's IR sensor (already explained all this). Please don't post condescending questions like this. It's not helpful. And READ my post first please, where I CAREFULLY describe all the symptoms. People who post without reading first don't help the situation at all.

Your feeling that "no other complaints" here means this is not a bug is fairly naïve. My guess is this is not a pervasive/frustrating enough issue to get others posting here. I would guess 99% of people who experience an IR delay bug ignore it and accept it as a "cost of doing business" with DTV. I also assume that 99.99% of DTV users have never heard of this online forum and are not members here. BTW, remote response lag HAS been reported for YEARS with various DTV boxes. Why is it impossible for you to imagine it is an issue now???

You need "proof" I found a software bug? How am I, as a non-DTV employee, supposed to provide "PROOF" I found a software bug? Is PROOF of a software bug a requirement for DTV to investigate? Can you provide "PROOF" that "the answer to [my] issue lies elsewhere?" I'd LOVE to see that. Also, you have a HR54-200 but don't experience this issue? Hm, is it possible that your HR54-200 has different HARDWARE than my HR54-500, and therefor doesn't express this same behavior? Oh, I guess you'd need PROOF of that first, right?

Thanks for toeing the DTV line, though!
Bottom line, until you can "prove" 0x14d2 has a bug in it it's merely your opinion and opinions are like rectums, everyone's got one! :rolleyes:
 

· Super Moderator
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Let's stick to discussing the apparent issue (or lack thereof for people with that version who have not seen the issue). Personal jabs from either side are not necessary.
 

· Dad
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From my experience, anytime my HR44 or 54 went into super slow mode, it was due to an IP issue. When the internet connection gets into some type of problem, it slows down the box considerably. I think it was due to IP conflicts. Eventually I went to reserved IP's for the boxes and that solved the issues.
 
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