DVR requires reboot every day

pklemm · 02-18-2009, 04:14 PM

I have had U-Verse U400 with elite internet for 7 months. Since the
day of installation I have had an issue where whenever I want to watch
TV, I have to wait for the DVR to reboot. I have had tech support out
to my house at least once per month since last July. They have replaced
the DVR twice, the RG once, new filter on the demarkation box, new
wire from house to pedistal and I still have the issue.

I suspected buggy software but it seems the DVR locks up only when
I power up my Sony 50" DLP and the Yamaha receiver. At first I thought
it was due to using an HDMI cable between the STB and the TV or
the optical audio connection between the receiver and the STB, but
I am now connected with composite cables to the TV and audio cable
to the receiver. The DVR still seems to lock up when I turn both the
TV and Receiver on with my Harmony 695 remote.

So I am thinking that either some sort of noise is coming in on the
power lines or the Harmony remote is sending something that causes
the DVR to lock up.

Anyone else having similar issues? I would hate to go to another
HD provider but that is beginning to look like my only alternative.

**rbinck** · 02-18-2009, 06:18 PM

If you think it is the Harmony remote, cover the U-verse DVR front and power up the system. Then manually activate the U-verse. If it is the Harmony, that should tell you.

You aren't removing power to the DVR are you?

greatmazinga · 02-19-2009, 03:07 PM

If the Harmony turns out to not be the problem, eliminate any network issues by moving the DVR and small tv next to the RG and connect with a short (3ft ) cat5 patch cord. If the problem is not repeated, then there is a problem with the inside wiring. If you are using coax, there may be a defective splitter in-line. If its not too difficult, I would run a cat5 cable from the RG to your Sony and bypass any wiring problems.

pklemm · 02-25-2009, 09:31 AM

After several months of living with the DVR restarting every time we
wanted to start watching TV, I have diagnosed the cause.

A senior tech from AT&T recommended that I try swapping one of
the other set top boxes with the DVR and see if the issue stayed
with the DVR or stayed with the location. The problem stayed with
the location. So now it was a matter of eliminating what was causing
the STB to reset. I have a Sony 50" DLP and a Yamaha receiver with
a Sony sub-woofer behind the TV. I use a Monster power strip and a Logitech Harmony 659 universal remote. Now I had to isolate each
device one by one until I found that sometimes when the Sony WEGA
KDF-50WE655 is turned on the STB would reset.

Not sure of the solution as I obviously can't leave the TV on all the
time. I guess the next step is to determine if the problem is caused
by conducted or radiated noise. My next step is to move the STB
outside of the TV stand to see if location of the STB with respect to
the TV has an impact.

I'll update this thread when more information is available.

**rbinck** · 02-25-2009, 10:12 AM

I suspect the problem is when the TV is powered on it causes a momentary power drop due to inrush surge of the TV. That drop in voltage apparently is enough to cause the STB to reset as though it lost power momentarily.

The answer for this is to get a UPS to power the STB. For more information see: Power Conditioners vs. UPS

I have a UPS on my RG as well as my DVR. This allows both to remain on during short power outages. It is handy for when I'm recording something and a momentary power outage occurs as well as eliminating the reboot times.

pklemm · 02-26-2009, 11:13 AM

I finally have found the solution to my frequent reboots. Adding
a UPS to my STB did not solve the problem. What I discovered is
there must be some strong electromagnetic interference coming
from the left bottom side of my Sony 50" DLP (KDF 50WE655).
If I move the STB to the other side of the TV cabinet the problem
goes away. I have not opened up the Sony to see whats there
but I am sure this is the cause because if I move the STB back to
the left side of the cabinet the problem reappears.

After 7 months and numerous service calls I now have reliable U-Verse.

**rbinck** · 02-26-2009, 11:47 AM

Weird. Thanks for the update.

awol · 02-27-2009, 12:56 PM

It is weird. I would also recommend you stand in that vicinity for too long.

Farmer Dave · 03-26-2009, 11:17 AM

Or that's what I've been told by repair people who have replaced my STB three times. My STB is connected to a Denon AVR receiver via HDMI cable, and the receiver is connected to a Sharp Aquos LCD TV via HDMI.

I use a Harmony remote to turn the entire system on, and the remote is programmed for the sequence (1) receiver, (2) TV, (3) STB. Whenever the system is turned off for any significant period of time it has a high probability (80%) of requiring a reboot.

Sometimes only the audio is missing, other times the issue is so severe I have to reset the 1080i resolution on the STB because it reverts to the 480i default.

Repair people have suggested that the only solution would be to get one of the STBs made by Cisco, but so far they are only being deployed by AT&T in the Midwest.

For now, I'll stick with U-verse because of its ability to record up to four channels and its lower cost when combined with my Internet access.

pklemm · 03-26-2009, 12:31 PM

All the issues that I have been having where with a Cisco DVR (I
live in Illinois) . I suspect the majority of the AT&T tech support are
clueless as to the exact cause of these issues.

In my case things vastly improved by moving the DVR further away
from the TV, however I still have to reboot several times a week. I
suspect software bugs on top of hardware bugs.

I write embedded software by profession and I would have added
code in the STBs to log details of all reboots to help isolate issues. I
think the problems are perpetuated due to the lack of communication
between field support personnel and the engineers.

If I didn't hate Comcast as much as I do, I would have switched back
to them long ago. AT&T is in business in spite of their own
incompetence as are most large companies these days.

For now I just accept that fact that I need to reboot the DVR about
every 4th time I try to watch TV.

Good luck with your U-Verse service.

mibrnsurg · 03-30-2009, 11:08 AM

Something is still happening there if you have to reboot your DVR more than once every 3-4 months. Since I've had Uverse since last July, I've had to reboot 2 times, but it has rebooted a number of other times due to downloads, adding and subtracting channels, power losses, etc.

Chris

pklemm · 03-30-2009, 01:04 PM

I tried moving the DVR at least 3 feet from TV and disconnected my Yamaha
receiver and after 5 days no reboots. As I stated above the DVR is very
sensitive to electrical noise. I strongly suspect the Sony DLP TV (possibly
the lamp cooling fan or power supply) is emanating electrical noise (inrush current)
at power on. I have eliminated power line conducted noise by using a
UPS as the power source.

**rbinck** · 03-30-2009, 01:41 PM

Quote:

Originally Posted by pklemm

I tried moving the DVR at least 3 feet from TV and disconnected my Yamaha
receiver and after 5 days no reboots. As I stated above the DVR is very
sensitive to electrical noise. I strongly suspect the Sony DLP TV (possibly
the lamp cooling fan or power supply) is emanating electrical noise (inrush current)
at power on. I have eliminated power line conducted noise by using a
UPS as the power source.

Is the U-verse on the UPS by itself? If not, maybe that would be a good test.

pklemm · 03-30-2009, 02:24 PM

Only DVR is connected to UPS.

**rbinck** · 03-30-2009, 02:40 PM

That is strange. What UPS are you using?

02-18-2009, 04:14 PM	#1
pklemm My plasma is High Def. Join Date: Feb 2009 Posts: 6	DVR requires reboot every day I have had U-Verse U400 with elite internet for 7 months. Since the day of installation I have had an issue where whenever I want to watch TV, I have to wait for the DVR to reboot. I have had tech support out to my house at least once per month since last July. They have replaced the DVR twice, the RG once, new filter on the demarkation box, new wire from house to pedistal and I still have the issue. I suspected buggy software but it seems the DVR locks up only when I power up my Sony 50" DLP and the Yamaha receiver. At first I thought it was due to using an HDMI cable between the STB and the TV or the optical audio connection between the receiver and the STB, but I am now connected with composite cables to the TV and audio cable to the receiver. The DVR still seems to lock up when I turn both the TV and Receiver on with my Harmony 695 remote. So I am thinking that either some sort of noise is coming in on the power lines or the Harmony remote is sending something that causes the DVR to lock up. Anyone else having similar issues? I would hate to go to another HD provider but that is beginning to look like my only alternative.

02-18-2009, 06:18 PM	#2
rbinck Administrator Join Date: Apr 2004 Location: Katy, Texas Posts: 12,335	If you think it is the Harmony remote, cover the U-verse DVR front and power up the system. Then manually activate the U-verse. If it is the Harmony, that should tell you. You aren't removing power to the DVR are you? __________________ www.highdefinitionblog.com www.BlogOfHawaii.com

02-25-2009, 09:31 AM	#4
pklemm My plasma is High Def. Join Date: Feb 2009 Posts: 6	Solved (almost) After several months of living with the DVR restarting every time we wanted to start watching TV, I have diagnosed the cause. A senior tech from AT&T recommended that I try swapping one of the other set top boxes with the DVR and see if the issue stayed with the DVR or stayed with the location. The problem stayed with the location. So now it was a matter of eliminating what was causing the STB to reset. I have a Sony 50" DLP and a Yamaha receiver with a Sony sub-woofer behind the TV. I use a Monster power strip and a Logitech Harmony 659 universal remote. Now I had to isolate each device one by one until I found that sometimes when the Sony WEGA KDF-50WE655 is turned on the STB would reset. Not sure of the solution as I obviously can't leave the TV on all the time. I guess the next step is to determine if the problem is caused by conducted or radiated noise. My next step is to move the STB outside of the TV stand to see if location of the STB with respect to the TV has an impact. I'll update this thread when more information is available.

02-25-2009, 10:12 AM	#5
rbinck Administrator Join Date: Apr 2004 Location: Katy, Texas Posts: 12,335	I suspect the problem is when the TV is powered on it causes a momentary power drop due to inrush surge of the TV. That drop in voltage apparently is enough to cause the STB to reset as though it lost power momentarily. The answer for this is to get a UPS to power the STB. For more information see: Power Conditioners vs. UPS I have a UPS on my RG as well as my DVR. This allows both to remain on during short power outages. It is handy for when I'm recording something and a momentary power outage occurs as well as eliminating the reboot times. __________________ www.highdefinitionblog.com www.BlogOfHawaii.com Last edited by rbinck; 02-25-2009 at 10:16 AM.

02-26-2009, 11:13 AM	#6
pklemm My plasma is High Def. Join Date: Feb 2009 Posts: 6	Solved!!! I finally have found the solution to my frequent reboots. Adding a UPS to my STB did not solve the problem. What I discovered is there must be some strong electromagnetic interference coming from the left bottom side of my Sony 50" DLP (KDF 50WE655). If I move the STB to the other side of the TV cabinet the problem goes away. I have not opened up the Sony to see whats there but I am sure this is the cause because if I move the STB back to the left side of the cabinet the problem reappears. After 7 months and numerous service calls I now have reliable U-Verse.

02-19-2009, 03:07 PM	#3
greatmazinga technology whore Join Date: Apr 2008 Posts: 62	If the Harmony turns out to not be the problem, eliminate any network issues by moving the DVR and small tv next to the RG and connect with a short (3ft ) cat5 patch cord. If the problem is not repeated, then there is a problem with the inside wiring. If you are using coax, there may be a defective splitter in-line. If its not too difficult, I would run a cat5 cable from the RG to your Sony and bypass any wiring problems.

02-26-2009, 11:47 AM	#7
rbinck Administrator Join Date: Apr 2004 Location: Katy, Texas Posts: 12,335	Weird. Thanks for the update. __________________ www.highdefinitionblog.com www.BlogOfHawaii.com

02-27-2009, 12:56 PM	#8
awol I'm Fabulous. Join Date: Aug 2007 Location: Dallas, TX Posts: 3,661	It is weird. I would also recommend you stand in that vicinity for too long.

03-26-2009, 11:17 AM	#9
Farmer Dave What is HD? Join Date: Mar 2009 Location: Danville, CA Posts: 1	Problem is with the Motorola STB Or that's what I've been told by repair people who have replaced my STB three times. My STB is connected to a Denon AVR receiver via HDMI cable, and the receiver is connected to a Sharp Aquos LCD TV via HDMI. I use a Harmony remote to turn the entire system on, and the remote is programmed for the sequence (1) receiver, (2) TV, (3) STB. Whenever the system is turned off for any significant period of time it has a high probability (80%) of requiring a reboot. Sometimes only the audio is missing, other times the issue is so severe I have to reset the 1080i resolution on the STB because it reverts to the 480i default. Repair people have suggested that the only solution would be to get one of the STBs made by Cisco, but so far they are only being deployed by AT&T in the Midwest. For now, I'll stick with U-verse because of its ability to record up to four channels and its lower cost when combined with my Internet access.

03-26-2009, 12:31 PM	#10
pklemm My plasma is High Def. Join Date: Feb 2009 Posts: 6	My issues were with Cicso STB (I live in Illinois) All the issues that I have been having where with a Cisco DVR (I live in Illinois) . I suspect the majority of the AT&T tech support are clueless as to the exact cause of these issues. In my case things vastly improved by moving the DVR further away from the TV, however I still have to reboot several times a week. I suspect software bugs on top of hardware bugs. I write embedded software by profession and I would have added code in the STBs to log details of all reboots to help isolate issues. I think the problems are perpetuated due to the lack of communication between field support personnel and the engineers. If I didn't hate Comcast as much as I do, I would have switched back to them long ago. AT&T is in business in spite of their own incompetence as are most large companies these days. For now I just accept that fact that I need to reboot the DVR about every 4th time I try to watch TV. Good luck with your U-Verse service.

03-30-2009, 11:08 AM	#11
mibrnsurg My plasma is High Def. Join Date: Sep 2008 Posts: 6	Something is still happening there if you have to reboot your DVR more than once every 3-4 months. Since I've had Uverse since last July, I've had to reboot 2 times, but it has rebooted a number of other times due to downloads, adding and subtracting channels, power losses, etc. Chris

03-30-2009, 01:04 PM	#12
pklemm My plasma is High Def. Join Date: Feb 2009 Posts: 6	I tried moving the DVR at least 3 feet from TV and disconnected my Yamaha receiver and after 5 days no reboots. As I stated above the DVR is very sensitive to electrical noise. I strongly suspect the Sony DLP TV (possibly the lamp cooling fan or power supply) is emanating electrical noise (inrush current) at power on. I have eliminated power line conducted noise by using a UPS as the power source.

03-30-2009, 02:24 PM	#14
pklemm My plasma is High Def. Join Date: Feb 2009 Posts: 6	Only DVR is connected to UPS.

03-30-2009, 02:40 PM	#15
rbinck Administrator Join Date: Apr 2004 Location: Katy, Texas Posts: 12,335	That is strange. What UPS are you using? __________________ www.highdefinitionblog.com www.BlogOfHawaii.com

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