Contributor
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49 Messages
Pause on Genie Remotes does not resume
It pauses and when I try to resume, it does not release the save screen. Sometimes I get the audio other times nothing. So the only way to resume is to change the channel. So what's paused is lost.
It happens about every other time. It's a new box: a month old.
Since installing it I rebooted the main box and then rebooted this box.
So do I need new software, How do I get it? Or did I just get another Direct TV lemon?
DIRECTVhelp
Community Support
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255K Messages
3 years ago
Hello @DanFlak, thank you for bringing this to our attention.
Let's find out where is the issue coming from to have the pause option fixed as soon as possible. You can check the steps to Reset your DIRECTV receiver and also Refresh your DIRECTV service and equipment to fix many issues.
Please let us know how it goes.
Catalina, DIRECTV Community Specialist
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DanFlak
Contributor
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49 Messages
3 years ago
Interesting. The reset application shows the receivers but none of them match the serial number on the receiver that is having the problem
However, the serial number of the old receiver, the one that this box replaced IS shown on the list.
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DIRECTVhelp
Community Support
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255K Messages
3 years ago
Hey there, @DanFlak.
Let's meet in a Direct Message to take a closer look.
Please send us an inbox message (Using the chat icon next to the bell icon in the upper right corner of the Forums).
Miguel, DIRECTV Community Specialist
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DanFlak
Contributor
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49 Messages
3 years ago
All I see next to the bell icon is the icon for my profile (to right) and a link to directtv.com on the left. I do not see a chat icon.
I think I might have found a workaround. If I put it on pause, the screen freezes, then after about a minute ads appear then after a while the Direct TV logo starts bouncing around the screen. If it reaches this point, chances of recovery are small.
If I click a key when the ads are on, I go back to the frozen screen and can recover.
I had one instance where I did this and it again reverted to the "Bouncing Logo" but I was able to recover this time.
I haven't experimented with this work around enough to know if it isn't coincidence, but it does point to some sort of software or firmware problem.
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DIRECTVhelp
Community Support
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255K Messages
3 years ago
Hi, @DanFlak. I just sent you a PM, please reply it to start the interaction and see what we can do about your issue, thank you in advance.
Miguel, DIRECTV Community Specialist
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DanFlak
Contributor
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49 Messages
3 years ago
Thanks for the offer. I will do this Friday afternoon when I'll have some time to "play." :).
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DanFlak
Contributor
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49 Messages
3 years ago
I am sorry I missed last Friday's "meeting" I got a call at 6 AM telling me that there was a cancellation for a medical test in the hospital. So I was in the hospital and all is well.
I will try to contact you at 11 AM this Friday.
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DanFlak
Contributor
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49 Messages
3 years ago
I just found out that the chat has been closed and I have to repost.
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DIRECTVhelp
Community Support
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255K Messages
3 years ago
Please do not hesitate into contact us once you're available, we're going to be here to give you a hand with your Genie remote concerns.
David, DIRECTV Community Specialist
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ktscrs
Contributor
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5 Messages
5 days ago
What was the resolution? I get this same problem. I just started recording everything I watch and not just watch live TV.
This has all started since I switched to the genie device. I am watching a program (live TV or recorded) then paused it but it sometimes locks and won't un-pause.
I also have my device un-pausing itself after a few minutes.
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DanFlak
Contributor
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49 Messages
5 days ago
It turned out that there was a mismatch between the unit I actually had and what was in Direct TVs database. They had an old unit. We had to remover all the units and reregister them. I was surprised the unit worked at all!
I suggest calling customer care and check the serial numbers on your units.
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