A call for help...

4178 Views 76 Replies 17 Participants Last post by Rich, Sep 18, 2008

ricktu

Discussion Starter · Jul 25, 2008

I read with envy the posts that say anyone's HR20 or HR21 are working reliably and without issue. My experience for the last 4 months has been horrible. For completeness & in trying to be constructive, I'd like to list out my issues & setup and I turn to this great forum to see if there is a solution that I'm unaware of.

History:
I've had D* for over 10 years. I had few DirecTivo's along the way, including a couple of HR10-250's which more or less worked flawlessly. About a year ago I transitioned one of my HR10-250's to a HR20-100 and about 8 months ago transitioned the other HR10-250 to a HR21-700. Additionally, I have a non DVR H20. The non DVR has worked flawlessly. The HR20 & HR21 worked pretty reliably in the beginning. No missed recording, about the only issue was that occaisonally a recorded program would be in the guide, but couldn't be played. A RBR would fix that. Then, about 3-4 months ago things changed dramatically. I think it was the 0x221 firmware...

Current situation:
I get lockups on both my HR20 & HR21 at the rate of 2-3 per week, consistently, for the last 3 months. I've called D* about it, but have elected not to have my HD-DVRs replaced as the both started locking up at the same time and I have noted many others on this forum with the same problem and I've not remembed a single incident where a replaced DVR has solved the problem.

The general pattern is the box start to get sluggish in responsing to commands, increasing to 30s-1m delays between button press & on-screen action. Then, it will just hang and not respond. A RBR has always "fixed" this until the next hang. I've got 0x254 on each of my machines right now. I've had hangs both with and without the network cable plugged in. I've checked singal strength and the vast majority are >90, with just a handfull (like 6) <80. The H20 (non DVR) never has an issue tuning any channels (and neither do the DVRs for that matter).

Additionally, the HR20-100 is hooked up to an HDMI switch (was a Gefen on, now a monoprice 4x2 matrix). It is very finicky about doing the HDCP handshake. Usually works, sometimes doesn't for no reason I can understand. This is a secondary issue, but thought I'd mention it.

Conclusion:
I'm getting constant flak from my family about how this stuff just "doesn't work." I'm getting quite frustrated...enough to look into alternatives to D*. I really don't want to change, but as it stands now the HD-DVRs are pretty much worthless to me as they won't perform their intended function with any reliability. So...how do I get this all working? What's the collective wisdom?

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bonscott87

· #2 · Jul 25, 2008

What are the temps of your 2 DVRs? You can get this in the system info screen.

Are they well ventilated?

I'm asking because it almost sounds like an overheat issue.

And why not get replacements? It's free and it certainly can't be any worse then what you are dealing with now.

ricktu

Discussion Starter · #3 · Jul 25, 2008

At this moment, temps are:

HR20-100: 102-F, I've seen it as high as 110-F
HR21-700: 113-F

BTW, the HR21-700 was locked up when I went to go check it's temp. Joy.

The HR21-700 has great ventilation and it locks up more frequently. The HR20-100 has adequate ventilation.

As to why not get them replaced - it seems very unlikely that both would start having the same issue at pretty much the same time. I don't think it's a hardware problem and I prefer not to have refurb units. Also, very few people have had their issues resolved by hardware swaps. And, lastly, there are some recorded programs I'd like to keep for a while longer (but this is not the priority).

ricktu

Discussion Starter · #4 · Jul 25, 2008

FWIW, I called D* and the CSR said I needed to reformat the hard drive. I assume she meant to do a "Reset Everything" from the system setup menu.

I have not done this on either HD-DVR as I'd lose all recordings...but am willing to. But I'd like feedback as to whether anyone else has done this with any success to resolving hangs?

Igor

· #5 · Jul 25, 2008

Are your DVR connected to your home network? If so I would disconnect at least one, reset it and wait to see if it fixes the issue.

I also suggest running the report to DIRECTV and posting the report number (you can find here in the forum how to run this).

ricktu

Discussion Starter · #6 · Jul 25, 2008

I have run the HD-DVRs both connected and disconnected from the network and gotten lockups both ways. It seems that the lockups were less frequent without the network connected, but not a night & day difference. The network is currently connected to both.

I will post reports from both.

billsharpe

· #7 · Jul 25, 2008

ricktu said:
Also, very few people have had their issues resolved by hardware swaps.

I did, about a year ago. My original HR20-700 had a dead OTA tuner. Replacement was a new unit. Techs weren't quite up to speed, as they initially thought the unit only had one OTA tuner since there was only one OTA connector on the back of the unit. :nono2:

davring

· #8 · Jul 25, 2008

I agree with the OP that two bad HR's, at the same time, is very unlikely. I have had, as well as another family member, each have sporadic LNB's which gave all different kinds of problems. The LNB is a common denominator. It certainly could be other problems, as well.

bonscott87

· #9 · Jul 25, 2008

Just to note that earlier this week we helped the ZDNet guy determine that his problem that seemed software related was actually a bad LNB. LNB replaced and all problems went away. For both units to start going bad at the exact same time just reeks of something wrong with an LNB or multiswitch.

2dogz

· #10 · Jul 25, 2008

I agree to look beyond the DVRs for a problem. Wiring, dish mount stability, check for signal stability on both tuners of both DVRs. Tree growth? Tree movement? Correct multiswitch, WB68? Moisture in outside connectors, ground block? Any kind of signal problem can cause the DVRs to go stupid.

That both DVRs start acting up at same time with same problems and be the cause would be a statistical freak. You can blame the software in that error handling and recovery are less that robust, and error reporting is worse. The source of problem usually turns out to be hardware.

bonscott87

· #11 · Jul 25, 2008

Also, did you recently add OTA and diplexed it in? OTA can't be diplexed in with the 5 LNB dish.

ricktu

Discussion Starter · #12 · Jul 25, 2008

Is there a LNB troubleshooting guide? Or do I need to wade through the many pages of the ZDNet thread?

Is there a trick to getting D* to send a tech to re-check the dish, connections, LNB's, etc?

I'd be somewhat relieved to find out it's an issue with the dish / LNB. I don't suspect wiring so much as it's the same wiring that's been in place for many years, it's different runs to each of the DVR's, and the H20 (non-DVR) has never pretty much never hiccup'd. If it is a software problem, D* has not shown it can actually find & fix the issue so I am hoping it's hardware.

ricktu

Discussion Starter · #13 · Jul 25, 2008

I have OTA directly connected to my HR20 and no OTA on my HR21. There is no tree growth around the dish or the line of sight for the dish that I can see. Nothing* has changed in my D* setup (dish/cables/etc) between it working and not working.

(Nothing* == nothing that I can detect...if it's a bad LNB I wouldn't know)

All cables are very good quality quad shielded RG6 FWIW.

bonscott87

· #14 · Jul 25, 2008

ricktu said:
Is there a LNB troubleshooting guide? Or do I need to wade through the many pages of the ZDNet thread?

Is there a trick to getting D* to send a tech to re-check the dish, connections, LNB's, etc?

I'd be somewhat relieved to find out it's an issue with the dish / LNB. I don't suspect wiring so much as it's the same wiring that's been in place for many years, it's different runs to each of the DVR's, and the H20 (non-DVR) has never pretty much never hiccup'd. If it is a software problem, D* has not shown it can actually find & fix the issue so I am hoping it's hardware.

Well, I wouldn't rule out cables since you really want solid copper core cables with the new HD signals. My cables are actually about 10 years old but I got really high quality quad shileded RG6 at the time. I think the first thing to do is just make sure all connections are tight and dry from LNB, switch and receiver. Just one loose connection end somewhere can cause all kinds of issues.

LNB troubleshooting....wow that's a hard one. I had a bad LNB last winter and took me 2 weeks to troubleshoot it down to the LNB. It's basically a matter of elimination. Can you eliminate the cable as the problem, the BBCs, then the multiswitch as the problem down to the LNB as being all that's left. I'd first try and run without the multiswitch to eliminate it. Use barrel connectors in between to make them straight runs. I highly doubt all 4 BBCs went bad so I wouldn't really look there for issues although make sure they are connected tight. If everything runs fine sans the switch then you know that's the issue.

As for DirecTV coming out, I'd say you'd need to play dumb on that one. Basically say that none of your receivers are working. That'll get a tech out for sure. Then explain to him all the troubleshooting you've done (in particular if you feel the switch is good or bad) and you'd like to replace the LNB for kicks and see if that solves it. And might as well get it properly peaked at the time if it's not already.

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ricktu

Discussion Starter · #15 · Jul 25, 2008

When I was doing signal strength measurements, I did see some 0's on some transponders. I didn't record which ones. I assumed this was "expected" - is there a thread somewhere that details what I should expect on each transponder, etc.? I'm pretty sure there were some zeroes initially (when the HR's were installed) and I wasn't having the problems.

Thanks for all the responses so far.

ricktu

Discussion Starter · #16 · Aug 1, 2008

ricktu said:
FWIW, I called D* and the CSR said I needed to reformat the hard drive. I assume she meant to do a "Reset Everything" from the system setup menu.

I have not done this on either HD-DVR as I'd lose all recordings...but am willing to. But I'd like feedback as to whether anyone else has done this with any success to resolving hangs?

Well, I finally bit the bullit and did this on both my HR21 & HR20. The HR20 is now locked up, about 2 days after the clean reset. Time to bug D* again about getting a tech to come out. Any other ideas? This is so frustrating.

ricktu

Discussion Starter · #17 · Aug 13, 2008

In talking with D*, I finally got bumped to case management and now have a D* tech coming out tomorrow morning. Hopefully we can figure out what the issue is - I'm hoping it's something like a bad LNB so that I can keep my DVR's (and not get refurb) and have them work reliably. I'll keep y'all updated in case that helps any others out there...

rahlquist

· #18 · Aug 13, 2008

Just out of curiosity, are you running any kind of UPS on these units?

ricktu

Discussion Starter · #19 · Aug 13, 2008

rahlquist said:
Just out of curiosity, are you running any kind of UPS on these units?

Niether unit in on a UPS, but both are on very good surge protectors / power conditioners.

Rich

· #20 · Aug 13, 2008

ricktu said:
FWIW, I called D* and the CSR said I needed to reformat the hard drive. I assume she meant to do a "Reset Everything" from the system setup menu.

I have not done this on either HD-DVR as I'd lose all recordings...but am willing to. But I'd like feedback as to whether anyone else has done this with any success to resolving hangs?

Don't do it, it never has helped me do anything but erase programs.

Rich

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