26 Replies Latest reply: Oct 25, 2014 8:21 AM by srtowens RSS

HDDVR extremely slow response

rfbell

We have an HDDVR (HR22-100) that, up to about two weeks ago worked fine. Now if the GUIDE button is pressed, it can take more than 1 minute to respond. It has sometimes just hung with a blank screen displayed for several minutes, until I turned the DVR off and on. Then it works OK for a while. I have changed the remote batteries, but that didn't help. I see from other posts in the forum, that there is a diagnostic function. Please let me know how to use that.

  • Re: HDDVR extremely slow response
    peds48

    you can do two things

     

    first do an Smart Search of CLEARMYBOX and see if that helps

     

    2.

    Run the Built in Self-test (BIST) to try and repair your hard drive. To run the hard drive checks, please follow these steps:

     

    * Reboot DVR via red button inside card door.

    * When you see "Running receiver self-check" press select

    * You will see "Entering Diagnostics Mode..."

    * Select Advanced Tests Menu -> Hard Drive utilities -> Short Smart test

     

    You can also run the file test, and the DVR can sometimes repair a bad file report.

    * If the other tests pass, run the surface test.   Warning: This process could take several hours to complete. You may want to run it overnight.

     

    The good news is that every attempt is made to save programming. This is less destructive than a reformat all and could provide you with a more stable system if you are having problems that appear to be related to the hard drive. 

  • Re: HDDVR extremely slow response
    bobbyg47

    I have an HR34-700 with the same problem.

    DirecTV told me this morning they are aware of the problem and are working on a fix.

    • Re: HDDVR extremely slow response
      johnt

      I had the same problem with my HR22-100, and Directv sent me a "new" receiver, (a HR22-200). This receiver does the same thing. It takes up to 2 or 3 minutes just to change the channels. This is not acceptable. I been a Directv customer for 14 years, and I think I deserve better service than that.

  • Re: HDDVR extremely slow response
    texasbrit

    First, for bobbyg47, there is a fix for the HR34 problem in the latest software which is being rolled out progressively. What software release do you have?

    Second, for johnt, this is not normal behavior for the Hr22.  And since it's been the same with two DVRs, that points to a problem in your installation.  One common problem is IR interference, if you have an LCD TV with backlight it might be generating high levels of IR and this overloads the IR sensor in the DVR. If you have a remote that does RF (it will have an FCC sticker on the back) try switching to RF. If not, just moving the HR22 or covering its IR sensor with blue painter's tape (yes, this actually works!)  or turning the backlight down can often solve the problem.

    Te demonstrate if Ir is the problem, disconnect the TV from power, then change channels using the remote, then connect the TV to power again. See if the channel has changed. If it has, that points to IR interference.

    If that shows it's an IR issue, you need to get an RF-capable remote (from DirecTV, or vendors like Solid Signal).

    There are other things that can cause this problem but post back when you have checked out the IR interference possibility,.

    • Re: HDDVR extremely slow response
      srtowens

      Hi - thought I would add to this discussion because of my frustration and to vent a little.  I also have a HR22/100 DVR receiver that has been extremely slow to completely non-responsive for right at 2 months now.  It had been working fine for quite some time on the same TV up until new software was downloaded on 20 Aug.  So I do not believe the IR issue/problem you describe for 'johnt' would be a factor in my case, as I said it had been working fine for some time on the same TV set.  I've talked to DirecTV "specialists" probably at least 3 or 4 times now, and they said the software issue was affecting all DVR receivers regardless of the model, as they all apparently use the same software.  A new software which I assume was supposed to be "THE FIX" just FINALLY downloaded on my receiver on 16 Oct (a few days ago), and my receiver basically still does NOT work.  So that tells me the technical people at DirecTV don't have a clue as to what they are doing or how to fix the problem.  I guess what baffles me is that they know the software version prior to the 20 Aug download was good, so why on earth can't they just roll back to that software?  I've been a DirecTV customer since they bought out Primestar years ago (probably 15 to 20 years now); but I'm going to give them about 2 more weeks and if the problem is still not fixed (i.e., they come up with a compatible DVR receiver/software combo that works), as much as I hate to - I'm going to have to switch over to Dish or the local cable company.  I'm not going to keep paying over a $100 a month for a receiver that does not work! . . . I just wonder what DirecTV is telling new customers that want a DVR receiver - knowing full well that as of right now they apparently cannot provide a working unit?  Well, I guess I feel a little bit better now:)   

    • Re: HDDVR extremely slow response
      johnt

      Ok, first let me correct a mistake on my part. I do not have a HR22, I have a R22. Now, here's what I have done. I added a piece of blue painter's tape over the IR sensor on the receiver. The problem is still there. So I added more layers of blue painter's up to 9 layers, and the problem is still there. So I decided to do something different. I put a piece of black electrical tape over the IR sensor so NO IR would reach the receiver. I tested it by trying to use the remote, and the it did not see the remote. Now I start using the controls on the receiver itself.....the problem is still there.

       

      Any thoughts.....

  • Re: HDDVR extremely slow response
    xericmomma

    I am having the same issue, for the same amount of  time.  I have contacted DirectTV twice for this issue, and even had an update downloaded on about October 9th, but this did not correct anything that I can tell.  The people I have spoken to seem to have been hearing about this issue for some time.  Someone needs to fix their software.    

     

    I am totally frustrated.  Right now, I cannot get the menu to come up.  Heck, I cannot get the DVR to even turn off, at the moment!

    • Re: HDDVR extremely slow response
      litzdog911

      That certainly sounds like a different problem, xericmomma.  Best to start your own new thread here with more details about your equipment (model numbers, etc), and the troubleshooting you've tried so far.

    • Re: HDDVR extremely slow response
      srtowens

      Sorry to hear that, but based on my interpretation of what DirecTV has been telling me, everybody that has a DVR receiver, regardless of make, model, age of receiver, etc, should be having this same problem.  That has to be a ton of people.  If there happens to be anybody out there that has a DVR receiver that is not experiencing this problem, I wish they would chime in here and let everybody else know what make, model of receiver, and the software version they are using – so the rest of us could demand DirecTV switch us over to that particular working combo!  IT IS DEFINITELY GETTING OLD!  In all the years I’ve had DirecTV, I won’t say I haven’t had my share of problems before; but I don’t recall ever having an issue/problem quite like this – where it has gone on and on and on and on (over 2 months now - well I don’t have to tell you). J

      • Re: HDDVR extremely slow response
        litzdog911

        srtowens,

         

        None of my four HD DVRs have this problem, including my HR22.   The Oct 16 fix was for the HR34 Genie DVRs, which did have a software bug that affected the vast majority of folks with that model HD DVR.   Something else is wrong with your HR22.  It's not a software bug, despite what the CSRs are saying. 

        • Re: HDDVR extremely slow response
          srtowens

          At this point I don’t know what the problem is and apparently DirecTV still cannot figure it out.  All I know is that it had been working fine on the same TV for quite awhile.  Then a new software upgrade was downloaded on 20 Aug, and it was no longer working properly and has not since then.  Just a random coincidence, maybe, but I suspect not.  At this point I also don’t really care anymore.  I’m going to give it one more week, i.e., to the end of the month, then I’m saying ‘goodbye’ to DirecTV!

  • Re: HDDVR extremely slow response
    jlstx

    My receiver was exhibiting the same symptoms, so I tried the CLEARMYBOX suggestion.  The receiver seems to be working OK now (knock on wood).

    • Re: HDDVR extremely slow response
      srtowens

      That’s good to hear, but I hate to say this  - ‘don’t get your hopes up that it will last for any time’.  Seems like the first time I tried it, probably over a month ago now, it did seem to restore the responsiveness at least partially (and to an acceptable level) for maybe 2 or 3 days at most.  But then it went back to being totally non-responsive.  After doing it multiple times I essentially found out the returned responsiveness only lasts approximately 12 to 24 hours max.  So essentially I have been doing the ‘Clearmybox’ reset on a daily basis now for at least a month or more in order to retain any kind of acceptable responsiveness.  My problem started with the 20 Aug software change.  DirecTV finally sent out a new software update a few days ago on Oct 16th (the download date on my receiver anyway), and it hasn’t helped a bit.  I’m tired of the daily reset requirement just to keep the thing half-way functioning and am not going to keep paying for a non-functioning receiver – so I’ve decided if it’s still not working properly come 1 Nov – I’m moving on to somebody else whether it be Dish or the local cable company.  If DirecTV cannot properly diagnose and fix a problem after 2 months or longer, well I guess I just don’t have the patience to continue waiting.  I say 2 months “or longer” because I think I’ve seen some posts on this same topic/issue/problem with the HR22-100 receiver dating back to July or earlier.

      • Re: HDDVR extremely slow response
        litzdog911

        Have you asked DirecTV to replace your HR22?  I'm guessing you actually have a hard drive or some other hardware problem causing your symptoms.   Usually they'll replace defective equipment for $20, free if you have their Equipment Protection Plan.

        • Re: HDDVR extremely slow response
          jlstx

          I'd probably do that as a last resort, since I've got a lot of stuff recorded that I'd like to keep, and I haven't had time to transfer it to DVD's.

          • Re: HDDVR extremely slow response
            litzdog911

            jlstx,

            Your issue may be different than srtowens.  My response was intended for srtowens, who is apparently ready to toss in the towel.

          • Re: HDDVR extremely slow response
            shannon01

            You can have weaknees.com upgrade the HR22 to a larger hard drive and have them copy the programs to the new drive but when the new hard drive fails and you return it to DTV for replacement you will only get a stock HR22.

          • Re: HDDVR extremely slow response
            srtowens

            Of course you know that’s always one of the things DirecTV’s tech people always ask about – is how full is your hard drive, as apparently the fuller your hard drive the more things can be slowed down which makes sense to a degree.  When I first started having problems in August that is one of the first things I did was run the reset that deletes everything on the hard drive and I guess essentially resets everything back to factory settings.  But of course the current software version in use at the time is the software that is downloaded as opposed to the software that was in use back when your system was first set up.  Needless to say since I am still having the same problem over two months later – it did not help at all.

        • Re: HDDVR extremely slow response
          srtowens

          Yes, I discussed with one of their so-called tech experts in my last phone call; and was told they could send me another HR22, but it would download the same software and therefore not work any better.  This particular tech person said all their DVRs use the same software regardless of make, model, etc, and so all were being adversely affected (assuming I understood correctly).  I’ve seen at least one recent post in these forums that confirms this regarding replacing an HR22 with another HR22, i.e., someone said they did receive a replacement HR22 and it indeed did not function any better.  But then I just received a post today from someone else who says they have a HR22 and that it has been working fine.  So of course the latter person’s opinion is also that it is not a software issue.  I could believe it was a hard drive issue or something along those lines, but normally with a hardware problem like that you usually receive some kind of error code to that effect.  I’ve periodically run the diagnostic test and have never received such a code.  Occasionally I do receive a code about signal interference, etc, similar to the message you receive when a storm is passing and you temporarily loose reception and an error code about not being able to detect a phone dial tone or line, but that’s been it.  My on-screen caller ID started going on the blink the same time the overall non-responsiveness started, but I can live without caller ID showing up on the TV (although it is handy).  I’ll give them one more call at the end of the month to discuss further, and if they are willing to try a replacement receiver I’ll give it a try – nothing really to lose I guess other than as you say some minor shipping costs.   Thanks

          • Re: HDDVR extremely slow response
            shannon01

            There are different software versions for different models  0x08CA is the latest for the HR22 I haven't had any complaints from my mother.

             

              0x0929 or 0x08C2 for the Genies.

             

            If there were any error when you ran the bist that means the hard drive is starting to go.

            • Re: HDDVR extremely slow response
              srtowens

              ‘shannon01’,

               

              Different software versions for different models makes sense to me.  I was just repeating what I was told by DirecTV’s so-called experts, with regard to the statement that all DVRs run off the same software, regardless of make, model, etc.  All right, I’ve got 2 posts now that say someone’s HR22 is working okay – just keeping count to relay to DirecTV during my next telephone call:)

            • Re: HDDVR extremely slow response
              srtowens

              p.s.  Running all the BIST tests was also one of the first things I did when the problem first started, and I ran every one listed that I could find on the various diagnostic screens, including several long tests of the hard drive.  The only error that ever came up after running all the tests was one of the same error messages I receive when running the simple diagnostic test through the regular system menu screen.  That was 'no phone line or dial tone found' (presumed to be related to of course the Caller ID function).  Wouldn't seem like that would have anything to do with the hard drive.

      • Re: HDDVR extremely slow response
        valjoux

        There was an update on software last night @3:50a. It seems to be working better today.

  • Re: HDDVR extremely slow response
    jlstx

    After doing the CLEARMYBOX bit and getting a software download, my HR22-100 is behaving itself.