Welcome to the DIRECTV Community Forums - connect with users, ask questions, and find answers!

K

New Member

Mon, Feb 15, 2021 9:14 PM

Cannot detect SWM

I was sent a replacement receiver. Hooked it up like instructed. On the satellite dish setup it says cannot detect SWM. The continue button is greyed out. Called Directv and no one can figure it out. Before having to schedule a technician, is there a simple solution? It’s only one tv! 

Accepted Solution

Official Solution

Juniper

ACE - Expert

 • 

16.5K Messages

2年前

DirecTV is shutting down the MPEG-2/SD-only feeds across the entire service. So that D12 would need replacing regardless. But to drop ship a Genie was absolutely the wrong order as that is not plug and play between those two. Hope all goes well with the tech. And certainly hope your ankle recovers well.

TexasBrit

ACE - Expert

 • 

13.8K Messages

2年前

Do you have an SWM dish/lnb and a power inserter? What model of replacement receiver do you have?

New Member

2年前

They sent me. genie-R. There is supposed to have a power inserter in it? Idk, I bought a Directv 21 volt power inserted and nothing changed. I’m sure I had it connected properly. And the set up screen was defaulted to LNB3

New Member

2年前

Also, the cable works with old receiver. I reconnected it when the new one wouldn’t work but few hours later lost connection because the old card is no longer active. 

TexasBrit

ACE - Expert

 • 

13.8K Messages

2年前

OK, lets start with the basics. What is the model of your old receiver? What is the model of your new receiver? genie-R isn't a model number.

Do you know what type of dish you have, are there two cables from the dish or just one? 

My guess is that the receiver is expecting to be connected to an SWM system and your dish isn't SWM, but we do need some answers to my questions to sort out the problem.

DIRECTVhelp

Community Support

 • 

16.4K Messages

2年前

Hey there, @kimkoss

Here to help with your replacemnet Geine setup but I need a bit of information to better assist you.

1. Could you clarify what specific R model receiver you have and if you're able to press and hold the INFO button on the remote to bring up the Info & Test screen to check for receiver model?

2. Follow this support link to AT&T's Genie replacement, setup, and activation http://sm.att.com/cc7d0c2 to double check if you've missed a step and let us know. 

Thanks, Anthony Community Specialist 

Juniper

ACE - Expert

 • 

16.5K Messages

2年前

What model is the new box and what did it replace? Genie-R is not a model number. Check inside the access card door or a label on the bottom. Model should be something like HR34, C31, etc. depending on exactly what it is.

New Member

2年前

Old box was D12-100. New box HR54-500. Only 1 cable running from dish, not sure what kind of dish it is. Looks round from my angle. 

Juniper

ACE - Expert

 • 

16.5K Messages

2年前

Ok that explains the issue. That is not a like for like swap, so required a tech install. D12 was built for the old multi switch and dish, but all Genie setups (HR54 is the 3rd generation) are built for SWM.

You need to call DirecTV back so they can schedule a tech, what should have been done originally. I would also review the order to make sure everything else was ok as this sounds like was supposed to be an MPEG swap per the D12 was the last MPEG-2/SD-only non-DVR that DirecTV made.

TexasBrit

ACE - Expert

 • 

13.8K Messages

2年前

Yes for an MPEG2 swap Directv should have replaced the dish.

DIRECTVhelp

Community Support

 • 

16.4K Messages

2年前

Thank you for that infromation. Next I will need you to run a systems test and to do that using your remote:

  • Press MENU button
     
  • Select "Settings," press SELECT
     
  • Select "select Info & Test," press SELECT
     
  • Select "Run System Test," press SELECT
     
  • Press dash [-] button
     
  • Wait for test to finish
     
  • If result is "OK" test was successful

    Send me your diagnostic test result code so I can give you a few self help tips. 

    Thanks, Anthony Community Specialist 
shannon02

ACE - Expert

 • 

16.7K Messages

2年前

There is no way to fix this yourself, a tech has to replace the dish.

(edited)

Juniper

ACE - Expert

 • 

16.5K Messages

2年前

@ATTHelp 

Excuse me Anthony, but the OP was drop shipped a Genie to replace a D12 (MPEG-2/SD-only, non-DVR). Self-help tips are not going to help them PROVIDE AND INSTALL A NEW DISH AND ANY UPDATES TO CABLING FROM A NON-HD, NON-SWM SYSTEM.

Regardless if it was the required MPEG swap, or optional upgrade, DirecTV owes them a tech visit. This is a error in the order system that existed before AT&T came into the mix, where it didn't default to tech installing the Genie as required.

Please read the posts and understand the equipment involved so that answers are tailored to their issue, not generic suggestions that have no basis on the situation.

New Member

2年前

Thanks everyone, the day I went out to see the dish info, dish and cables! My deck was snow covered and I stupidly walked along and from snow and Ice I fractured my ankle. I will contact Directv for a technician as soon as I am able. Gotta say! This is annoying. My receiver was just fine. No upgrade needed. They sent a new card, new card didn’t work, sent a new receiver, new receiver doesn’t work, need a new dish! What next. Now I’m down in a cast with a fractured ankle. Seriously thinking to switching to cable before I even call for technician


NEED HELP?

New to the Community? Visit the Community How-To and Guidelines to get started.
New to the Community? Visit the Community How-To and Guidelines to get started.