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Anyone have this problem?

BobLC
04-10-2009, 07:58 PM
My Hr21-700 freezes up! After doing a search for the same issue, there doesn't appear to be any similar instances. Anyhow, the picture will freeze, no sound, for anywhere from a second to about 30 sec or more and it will do this several times, basically making the program impossible to watch. There is no pattern to the freezing, no warning of impending issues, it just freezes. This happens to live programs as well as ones that are recorded. In the "related" search, THEIR picture goes blank, mine does not, it just locks up.

Earlier this evening I did call D*, spoke to someone in "tech support" and she suggested that I unplug the unit for 15sec or so, as opposed to resetting with the red button. It was fine for an hour or so, but back to the same thing of freezing. She had also suggested that the recorded programs were recorded faulty, a possibility, but, when I tried to shut of the receiver, it wouldn't power down...unless I unplugged it. This unit is locking up...and I don't think it is the program!! I'm about ready to call D* again and have them send me another HD receiver...along with a credit. Anyone else had this issue?

Sykotic
04-10-2009, 08:44 PM
was the unit running real hot? They do need plenty of ventilation. Once your certain the unit is getting plenty of ventilation and still having the same problem, replace the unit. GL

BobLC
04-10-2009, 11:16 PM
Nope, not running hot. For the past couple of hours, it's been fine. If it does it this weekend, I'll be giving D* another call.

Bob

Sam Spastic
04-11-2009, 02:06 AM
My HR21-100 does this also. When it happens I hit pause. Get some coffee or take a smoke break. When its ready to go the time line will be at the bottom of the screen. The unit seems to always take the one button press but sometimes will take 2 or 3 before the power light won't blink. This is a freeze as the unit will thaw. A lockup takes a RBR or must be unplugged.

Actually it has been several weeks since I've noticed this problem.

MRZ
04-11-2009, 08:23 AM
[QUOTE=BobLC;853342]My Hr21-700 freezes up! After doing a search for the same issue, there doesn't appear to be any similar instances. Anyhow, the picture will freeze, no sound, for anywhere from a second to about 30 sec or more and it will do this several times, basically making the program impossible to watch. There is no pattern to the freezing, no warning of impending issues, it just freezes. This happens to live programs as well as ones that are recorded. In the "related" search, THEIR picture goes blank, mine does not, it just locks up.

My Hr21-700 just started doing the same thing within the last 5 days. When it would occur, I would do a reset but the problem would happen again at different times. I called tech support two days ago and while I was on the phone with the tech support person, the receiver started working again. At that point, he told me that he could not trouble shoot the problem if the receiver was working and that I would have to call back when it was frozen. For the next couple of days, it would freeze intermittently but strange as it may seem, if I walked near the receiver, sometimes it would start working again. Actually, my wife and I had a good laugh at this. This morning, I called tech support again when it was frozen. This time the tech. support person told me that if I had already gone through the reset procedure that the next step was to send out a tech. rep. to take a look at the issue. I thought that this was strange since I was told just a couple of days earlier that they could troubleshoot the problem remotely when it was frozen. In other words, I wasted a couple of days waiting to call again when it was frozen only to find out that they were going to have to send out a service rep. What I really wanted was for them to send a replacement receiver since it is likely that the receiver will probably work when the tech. rep. gets here. I escalated my call today to a supervisor since I thought I was getting the run around and their procedure is a waste of time and money. This supervisor was not friendly at all and in fact somewhat rude. I tried to be pleasant on the phone explaining my frustration with having to make two calls on the same problem getting different results and wasting time. She said maybe I should work for Direct. I thought that after the call that I should have asked for her name. In any case and I apologize for being long winded, I have a tech. rep. coming out tomorrow to look at the issue. I do have the protection plan. I had another receiver go bad a few months back and the tech. folks were very helpful that time, they sent out a replacement very quickly and all has been well. If I get any resolution to this same issue when the tech. rep. shows up, I will post it. My experience today indicated that I should consider looking at alternatives when the time is right.

tumbleweed
04-11-2009, 09:18 AM
I had a similar problem with my HR-20. It started right after I connected the unit to the internet for VOD. I disconnected the internet connection and it quit freezing up and has run OK since. I think they would send a query to the unit every couple of hours or so, why so often I don't know, and if I were watching something when it was queried it would freeze up. I'm not 100% sure of that but from watching the lights on my router I think that was what happened. However with mine I usually had to reset the unit to get it to work again. I won't ask for another unit because I don't need VOD and I don't want to take a chance of getting a "refurbished" one that has more problems than mine does.

Anyway, if you have your HR-21 connected to the internet you could try unhooking it and see what happens.

The software on these D* DVRs is apparently not very stable. My old TiVo unit never crashed or gave me any problems at all. The TiVo units used software based on open source Linux which seems very stable in most applications.

Sykotic
04-11-2009, 09:42 AM
My old HR20 gave me a few problems during ownership, I mean custody. But it would always happen while I was using my surround sound. Both put out alot of heat. Other than that, from what I read, some are just peices of junk and are very problematic. Call D* and have them send a replacement. GL

BobLC
04-11-2009, 08:35 PM
Now, it's only acting up when I either pause or fast forward, whether it's the 30sec FF or reg FF, either way, the DVR freezes. Seems a cold reboot helped, (unplugging the unit for 15sec min), it no longer freezes in "normal" viewing, but, it still freezes constantly on the recorded programs. Come Monday I'll call D* again and see if they can switch out the DVR. They did mention that "I'm a long time and valued customer", so, we'll see just how valued.

Bob

Sykotic
04-11-2009, 08:52 PM
You are so valued... that they wont even charge you for the service call, but will charge you for another DVR, and welcome you to a 2 year contract extension.

BobLC
04-11-2009, 08:57 PM
You are so valued... that they wont even charge you for the service call, but will charge you for another DVR, and welcome you to a 2 year contract extension.

They didn't charge me for this one!!! They damn sure ain't gonna charge me for a replacement!! :haha: As for a 2 year contract "extension", we'll see about that!

glennb1
04-11-2009, 09:42 PM
As for a 2 year contract "extension", we'll see about that!

As if you can really do anything about it! :haha:

BobLC
04-11-2009, 10:50 PM
As if you can really do anything about it! :haha:

I really don't think D* is going to extend my contract, after all, their equipment is faulty and to extend my contract for something that is out of my control just ain't right. Besides, I've been with them for over 10 yrs and extending it for a few months is not a big deal. What is a big deal is extending my contract due to faulty equipment, not of my doing. AT&T, Verizon, etc. extends your contract if you make changes in your calling plan, but don't extend your contract if you have a faulty cell phone, so, why should D*, particularly with, 1. the way the economy is and 2. with cable-satellite wars going on? The main reason that I've stayed with D* so long is due to the NFL package. But, we'll see.

Bob

BobLC
04-12-2009, 11:23 AM
I just got off the phone with D* and they are aware of my problems with my HD-DVR, due to when I called them the other day. After I explained to them that "live" TV is fine....until I hit the PAUSE or REWIND, then the picture freezes, (previously, it would freeze on "live" TV as well), she had me format the hard drive. Tho, all reports aren't in yet, formatting seemed to eliminate the freeze-ups. So far, I have PAUSED live TV, I've hit REWIND to live TV and so far it hasn't froze, not even a hint of freezing. The only downside to formatting is losing all of your recorded programs.

On another note, I did ask Customer Service that there seems to be some conjecture, on the Hi-Def Forum that I frequent, as to whether my service contract would be extended due to a replacement of a faulty/defective HD-DVR and she DEFINITELY NOT! However, if the equipment was upgraded or downgraded, the contract would be extended, but NOT FOR EQUIPMENT FAILURES OR DEFECTS. Hope this clears up any misconceptions of replacing faulty/defective equipment.

Bob

Bob

tumbleweed
04-13-2009, 08:11 AM
. . . . .On another note, I did ask Customer Service that there seems to be some conjecture, on the Hi-Def Forum that I frequent, as to whether my service contract would be extended due to a replacement of a faulty/defective HD-DVR and she DEFINITELY NOT! However, if the equipment was upgraded or downgraded, the contract would be extended, but NOT FOR EQUIPMENT FAILURES OR DEFECTS. Hope this clears up any misconceptions of replacing faulty/defective equipment.
Bob

Did you get any feeling for what would constitute and upgrade? For example, would it be considered an "upgrade" if they decided to replace my failed HR 20 with an HR 22 or HR23?

glennb1
04-13-2009, 10:08 AM
On another note, I did ask Customer Service that there seems to be some conjecture, on the Hi-Def Forum that I frequent, as to whether my service contract would be extended due to a replacement of a faulty/defective HD-DVR and she DEFINITELY NOT! However, if the equipment was upgraded or downgraded, the contract would be extended, but NOT FOR EQUIPMENT FAILURES OR DEFECTS. Hope this clears up any misconceptions of replacing faulty/defective equipment.

Bob

Bob

Did she really yell at you on the phone (DEFINITELY NOT!) ?

On another note, a lot of people have reported here that their HD-DVR got screwed up and they didn't have the DIRECTV protection plan. DIRECTV agreed to send them out a replacement DVR for $20(shipping fee) if they agree to extend their contract another 2 years.
They replace equipment for free with no contract extension if you have the DIRECTV service plan, but NOT FOR FREE IF YOU DON'T HAVE THE PROTECTION PLAN. Hope this clears up any misconceptions of replacing faulty/defective equipment.
They can say whatever they want when you ask on the phone, but it will be a different story when you actually need a piece of equipment replaced.

BobLC
04-13-2009, 11:46 AM
Did you get any feeling for what would constitute and upgrade? For example, would it be considered an "upgrade" if they decided to replace my failed HR 20 with an HR 22 or HR23?

If the HR-22 or 23 is an upgrade, it will extend your contract, as it is an upgrade. If this is an upgrade, you might be able to work something out with them. There's a topic about the NFL package, in another sub-forum about prices for the package and went on to say, ....if you speak to the right person, usually a man, you'll get the right price...or lower price. This is also known as "A Shot in the Dark". In other words, it's worth a shot. LOL


Did she really yell at you on the phone (DEFINITELY NOT!) ?

On another note, a lot of people have reported here that their HD-DVR got screwed up and they didn't have the DIRECTV protection plan. DIRECTV agreed to send them out a replacement DVR for $20(shipping fee) if they agree to extend their contract another 2 years.
They replace equipment for free with no contract extension if you have the DIRECTV service plan, but NOT FOR FREE IF YOU DON'T HAVE THE PROTECTION PLAN. Hope this clears up any misconceptions of replacing faulty/defective equipment.
They can say whatever they want when you ask on the phone, but it will be a different story when you actually need a piece of equipment replaced.

She didn't yell it, Glenn, I was emphasizing, as was she!

As for the protection plan, I don't recall opting for it, but, apparently, I seem to have it, 'cuz I just went over the D*'s website to find out...and I do have it. BTW, they are replacing it and said I should have it in about 3 days.

Bob

adam9
04-13-2009, 11:51 AM
My Hr21-700 freezes up! After doing a search for the same issue, there doesn't appear to be any similar instances. Anyhow, the picture will freeze, no sound, for anywhere from a second to about 30 sec or more and it will do this several times, basically making the program impossible to watch. There is no pattern to the freezing, no warning of impending issues, it just freezes. This happens to live programs as well as ones that are recorded. In the "related" search, THEIR picture goes blank, mine does not, it just locks up.

Earlier this evening I did call D*, spoke to someone in "tech support" and she suggested that I unplug the unit for 15sec or so, as opposed to resetting with the red button. It was fine for an hour or so, but back to the same thing of freezing. She had also suggested that the recorded programs were recorded faulty, a possibility, but, when I tried to shut of the receiver, it wouldn't power down...unless I unplugged it. This unit is locking up...and I don't think it is the program!! I'm about ready to call D* again and have them send me another HD receiver...along with a credit. Anyone else had this issue?
My friend was also facing the same problem.He didn't find any solution.

NYNative
04-18-2009, 06:59 PM
I just got off the phone with D* and they are aware of my problems with my HD-DVR, due to when I called them the other day. After I explained to them that "live" TV is fine....until I hit the PAUSE or REWIND, then the picture freezes, (previously, it would freeze on "live" TV as well), she had me format the hard drive. Tho, all reports aren't in yet, formatting seemed to eliminate the freeze-ups. So far, I have PAUSED live TV, I've hit REWIND to live TV and so far it hasn't froze, not even a hint of freezing. The only downside to formatting is losing all of your recorded programs.

On another note, I did ask Customer Service that there seems to be some conjecture, on the Hi-Def Forum that I frequent, as to whether my service contract would be extended due to a replacement of a faulty/defective HD-DVR and she DEFINITELY NOT! However, if the equipment was upgraded or downgraded, the contract would be extended, but NOT FOR EQUIPMENT FAILURES OR DEFECTS. Hope this clears up any misconceptions of replacing faulty/defective equipment.

Bob

Bob
I have been having the same exact problems for approximately 2 weeks; seems to occur mostly with recorded shows. Tonight, my picture seems to be "stuttering" every 2-3 seconds.

How do you format the hard drive?

BobLC
04-18-2009, 07:39 PM
I have been having the same exact problems for approximately 2 weeks; seems to occur mostly with recorded shows. Tonight, my picture seems to be "stuttering" every 2-3 seconds.

How do you format the hard drive?

To format hit the red RESET button and let it go thru the routine; when the screen comes up STEP 1 OF 2, hold down the DOWN arrow on the receiver and press RECORD at the same time. The trick here is to hold both down for 60 seconds, then release. I'm not sure if you can do this with the remote. Doing this "cured" the freezing up or stuttering as you put it, but, after a couple of days.... If it still freezes or stutters, call D*.

After I had called them, they sent out a new HD-DVR, a HR22-100. I got it in 2 days...a plus, and a definite upgrade from the HR21-700....bigger hard drive. After setting it up, they said there was something wrong with the card that came with it and I should video & audio within 24hrs. THAT didn't sound right, but, I went with it anyhow. 17hrs later, still no video and-or audio. After several minutes of "troubleshooting", I told them that if I don't have video & audio in 17hrs, another 7 isn't gonna make a difference! There is something wrong here!! After checking, she found something wrong.........AUTHORIZATION WASN'T ENABLED!!! "Hello!" Duh!" They did, however, "give" me $5/month off for 3 months.
Good luck.


Bob

Sykotic
04-18-2009, 08:48 PM
I would be hard pressed to trust the same company that told you "no your contract wont be extended" and "your dvr will be working in 24 hours" But for $15 they made you happy, at least long enough for you to mail in next months payment. Good Luck with the "newer" unit.

NYNative
04-19-2009, 06:50 PM
To format hit the red RESET button and let it go thru the routine; when the screen comes up STEP 1 OF 2, hold down the DOWN arrow on the receiver and press RECORD at the same time. The trick here is to hold both down for 60 seconds, then release. I'm not sure if you can do this with the remote. Doing this "cured" the freezing up or stuttering as you put it, but, after a couple of days.... If it still freezes or stutters, call D*.

After I had called them, they sent out a new HD-DVR, a HR22-100. I got it in 2 days...a plus, and a definite upgrade from the HR21-700....bigger hard drive. After setting it up, they said there was something wrong with the card that came with it and I should video & audio within 24hrs. THAT didn't sound right, but, I went with it anyhow. 17hrs later, still no video and-or audio. After several minutes of "troubleshooting", I told them that if I don't have video & audio in 17hrs, another 7 isn't gonna make a difference! There is something wrong here!! After checking, she found something wrong.........AUTHORIZATION WASN'T ENABLED!!! "Hello!" Duh!" They did, however, "give" me $5/month off for 3 months.
Good luck.


Bob

Thanks Bob! The formatting sequence you listed, was that given to you by DTV as the fix, or did you find that somewhere else? I'd hate to try something, and then have them blame me for attempting an "unauthorized" solution!

BobLC
04-19-2009, 07:00 PM
Thanks Bob! The formatting sequence you listed, was that given to you by DTV as the fix, or did you find that somewhere else? I'd hate to try something, and then have them blame me for attempting an "unauthorized" solution!

NY, this came right from D*. But, if you're looking to CYA, then, by all means, call D*and ask them if they would recommend formatting your HD. I'm sure they will right after they suggest that you do a cold boot, (unplug your unit for 15sec minimum). This will "clear" it up for a day or so, as will the formatting, but, they have to try something[s] to "justify the expense"....before they send you a new one.


Bob

NYNative
04-19-2009, 09:46 PM
NY, this came right from D*. But, if you're looking to CYA, then, by all means, call D*and ask them if they would recommend formatting your HD. I'm sure they will right after they suggest that you do a cold boot, (unplug your unit for 15sec minimum). This will "clear" it up for a day or so, as will the formatting, but, they have to try something[s] to "justify the expense"....before they send you a new one.


Bob

Thanks Bob...I will definitely take your advice.

NYNative
05-02-2009, 03:34 PM
Thanks Bob...I will definitely take your advice.

Just to follow up...I contacted D* last night, they tried to walk me through the reformatting process, but my receiver displayed an error message indicating there was a problem with the hard disk. As a result, they are sending me a replacement as we speak. :yippee:

BobLC
05-02-2009, 05:10 PM
Just to follow up...I contacted D* last night, they tried to walk me through the reformatting process, but my receiver displayed an error message indicating there was a problem with the hard disk. As a result, they are sending me a replacement as we speak. :yippee:

Either way.......LOL Glad it worked for ya.

Bob