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New Member

Wed, Apr 14, 2021 11:44 AM

Rewind and Fast Forward not working - freeze screen or jumps to beginning or end of recording

This is happening on both live TV (rewind) and recorded programs on both of our receivers.

Accepted Solution

Official Solution

ATTTimCS

Employee

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81 Messages

8 m ago

Hi Community,

Thank you for your patience.  We worked quickly to resolve a technical issue for some customers in the Chicago area, and apologize for any inconvenience.  If you are still having this issue, please reboot your DIRECTV receiver.

Thanks

Tim, AT&T Community Strategy

TexasBrit

ACE - Expert

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13.4K Messages

8 m ago

what receivers/  And all programs or just some?

New Member

8 m ago

I have the exact same issue-Genie HDR

Tried calling support at the published # of 800-228-2020 and it tells me "We are an authorized retailer & can't help you. Press 1 to be connected to your provider" Press 1 and you get the same message- Loop from Support Hell. Press 0 and it hangs up on you.

Genie DVR here

Nice service ATT!!!!!!!!!!!!!!!!!

(edited)

Scharfm

Teacher

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7 Messages

8 m ago

Same here. DVR recordings or live tv. How could this be happening to others beyond my Genie, I don’t know. Weird. Anybody have any info/theories on what s going on?

New Member

8 m ago

I happened to leave up the "survey" screen that pops up when you first go to ATT site. At the end of a survey (that got all "1s") it provided me a customer service # where I was able to speak to someone. They couldn't help me- but gave me the # to DTV support- 866-412-8482. My first try told me 1 min wait time... it then started ringing... then dead air... I'm going to try again after my BP goes down!!

New Member

8 m ago

Got through to support @ 866-412-8482. It appears there is some sort of outage causing. I'm not sure I buy that- I would buy a firmware update gone wrong. As I already did a reset, the support individual asked me to wait a couple of hours and do it again and try to ff or rew.

New Member

8 m ago

I'm having the exact same issue.  But only on my local channels.  Tried refreshing and all the usual fixes and no help.  Just started last night.  Genie DVR.

(edited)

New Member

8 m ago

I recorded young Rock last night on TV and I'm trying to watch it today and it won't let me fast-forward at all. same with People's Court yesterday. Not on demand I recorded the shows during broadcast.

Note: This comment was created from a merged conversation originally titled Fast forward not working
litzdog911

ACE - Sage

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40.8K Messages

It's a bug in the latest software. Hopefully will be fixed soon.

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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*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.
litzdog911

ACE - Sage

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40.8K Messages

8 m ago

It's a bug in the latest software. Hopefully will be fixed soon. 

Scharfm

Teacher

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7 Messages

8 m ago

Thanks for the number. Called and after completing multiple diagnostics and questions and answers, the person on the line said, oh I see this is a bigger, known issue and they are working on fixing it. I wished she would have told me that 30 minutes ago when we started talking. Another one of those....working on it and a fix who knows when!

Further information:

Not being able to rewind or fast forward live tv problem appears ONLY on Chicago local channels. NOT HBO, Marquee, Cartoon Channel, CNN, HLN, Bissel vacuum infomercial channel, etc. 

DVR recordings from yesterday behave identically. Can not rewind or fast forward them. DVR recordings prior to that work fine. 

So I guess we will just sit and wait for a fix to come, and meanwhile be stuck watching commercials on DVR recordings from yesterday and in the future for some undetermined amount of time. 

New Member

8 m ago

Why can't I fast forward any more?

Note: This comment was created from a merged conversation originally titled Why can't I fast forward any more?
sandblaster

ACE - Expert

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1.3K Messages

If you can’t fast forward, you are likely playing on demand content, not a satellite recording. 

Award for Community Excellence 2021 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.

New Member

I know I can't fast forward on demand. This is network programs.

DIRECTVhelp

Community Support

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12.2K Messages

Great question @rdfrerichs!

Not all programs have the ability to fast forward, pause, or rewind. The availability of those functions is up to the network and content providers.

 

While we can't make this function totally available, you may want to review our article on Network Third Party Apps

If we support the app and the network is currently in your line up, you can utilize it.

Let us know if we can be of further assistance.

 

Kanesha, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T or DIRECTV employee, and the postings on this site are my own and don't necessarily represent AT&T's or DIRECTV's position, strategies or opinions.

New Member

I am having the same problem.  All of a sudden this week I am unable to fast forward through any of the shows I record and have always been able to do so.  Something obviously changed or there is a problem.  

TexasBrit

ACE - Expert

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13.4K Messages

Lots of people reporting this problem. It looks like a bug to me. 

Award for Community Excellence 2021 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.

New Member

8 m ago

Why can't I fast forward any more?

Note: This comment was created from a merged conversation originally titled Why can't I fast forward any more?
Constructive

Employee

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1.1K Messages

duplicate post

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*I am an AT&T or DIRECTV employee, and the postings on this site are my own and don't necessarily represent AT&T's or DIRECTV's position, strategies or opinions.

Visitor

8 m ago

We are having the identical issue.  Thought maybe these older receivers were going bad, but seemed strange they'd have the same issue at the same time, unless it was an issue with system software. Glad to see others reporting this issue.  Thanks for saving me from a call to Tech Support. I hope someone will post when it's been solved, since the problem is locking up the DVRs.  This means we'll have to give up timeshifting for a lot of the things we watch, which (Edited per community guidelines).

(edited)

New Member

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1 Message

8 m ago

All of a sudden I can't fast forward when I am watching shows on my DVR. 

Note: This comment was created from a merged conversation originally titled Can't fast forward
sandblaster

ACE - Expert

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1.3K Messages

If you can’t fast forward, you are likely playing on demand content, not a satellite recording.

Award for Community Excellence 2021 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.

Contributor

 • 

1 Message

8 m ago

Starting last night, when I playback a recording, the fast forward button freezes the screen. If I keep pressing the fast forward button, it will jump ahead in the recording, but then I can't rewind. It is not doing this on all channels. I have reset the receiver and the system test says all items ok.

Note: This comment was created from a merged conversation originally titled Fast forward/rewind not working on random recorded channels.

New Member

Mine doing the same. Super annoying! I pay over $200 per month with no answers.


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