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sjunge89

New Member

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1 Message

Friday, April 24th, 2020 3:03 AM

Genie2 - No Servers were detected. How do I fix this if reset doesn't work?

I have refreshed, reset, rebooted....It just keeps coming back to the same error - no servers. I can't even find a phone number anywhere on the website to ask if there is a service outage that they know about. This is cramping my COVID-19 reduced lifestyle.

Any way to determine if there is a service outage or just my equipment?

Question

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Updated 

5 years ago

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Juniper

ACE - Expert

 • 

23K Messages

5 years ago

Not a service outage as that would affect millions of customers that would flood the forum.

No servers connected means the Mini Genie cannot communicate with the main Genie (the server). Since Minis are Clients, they cannot work without the main box, which is why I prefer HDDVRs. Unfortunately the Genie-2 only allows Clients.

Verify coax is finger tight to each box. With the reset, make sure you have done the HS17 first and only when completed then your Clients. At this point unplugging power for up to a minute to do a full power cycle instead of a simple reset may be needed.

If that doesn't work then call DirecTV which will result in either a warranty replacement or service call depending on what they determine.

The contact us link is at the bottom of their website like most others.

https://support.directv.com/contact

Customer Service

800.531.5000 | Pay Bill | Order Movies | Refresh Your Receivers

General support daily, 8 a.m. – 12 a.m. ET

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sjunge89

New Member

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1 Message

Thanks for the support number. It is well hidden. The bottom of all my windows just has a contact us link, which only takes you to the online troubleshooting...and I go around in circles never finding the customer support number.

I will try the full unplug and see what happens.

System was working fine and it just froze in the middle of a show - then no servers....

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5 years ago

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Juniper

ACE - Expert

 • 

23K Messages

If you go to www.directv.com and click "Contact Us" that is the page it should take you to. Make sure you are not logged into your account, or even have it remember your email address, as that does redirect some links to self-help options instead.

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For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com 

(AT&T has sold off their share in DirecTV)

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5 years ago

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sjunge89

New Member

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1 Message

That apparently was my first mistake! Actually logging in to my account.

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5 years ago

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Juniper

ACE - Expert

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23K Messages

But if it froze and then no servers, that suggest hardware issue. If all Clients are affected, then that would be the Genie-2 (HS17). If only 1 Client, then that is what needs replacing.

Hopefully the power cycle will clear something that might have messed up in memory from the freeze. Be aware that the guide info will dump, but should be fully populated again within 24 hours as it gets all the info from the satellites.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com 

(AT&T has sold off their share in DirecTV)

Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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5 years ago

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Juniper

ACE - Expert

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23K Messages

I get companies wanting customers to use options to fix things themselves to reduce unnecessary calls, but I am not a fan of the site redirecting links or even search options based on if you are logged in or not (or simply have the box checked to remember your email for future logins).

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com 

(AT&T has sold off their share in DirecTV)

Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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5 years ago

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