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Teacher

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3 Messages

Tuesday, May 12th, 2020 3:13 PM

This location is not authorized

We have had DirectTV service with a Genie HR54 and multiple mini's C41-700, C51-500, C61-100, C41-500 and has been working fine. A few days ago trying to play, pause, ffwd, rwd, from a mini while watching saved shows on the Genie was very unresponsive. Then we started getting the "This location is not authorized" on the mini's. I followed advice I found on the forums to reset the Genie with the red button which helped, but then it came back again last night. It went away after restarting the mini with the red button, then later the live video on minis just hung. I came and looked at the Genie and it was on a blue screen saying downloading program data or something (sorry didn't write that one down) I left it for 20 minutes and no change so hit the red button on the Genie again which resolved the problems. Last night I did the Equipment reset and refresh from the ufix.att.com site which said Equipment refresh complete. But then this morning one mini gave the error, and when I looked at the whole home settings screen on the genie it says Not Available for the mini having the problem right now, and Not Connected for the other mini's. Just wondering if this sounds like the Genie may be going bad, or ??

On reddit I got the recommendation: When you reset the genie (red button), as soon as the blue light comes on use the remote to enter code 02468. Then call att requesting authorizations (a tech may have the number).

Does that sound like it will help?

I tried to post on this forum last night but it would not work, and today I realized it won't work from my Chrome browser, had to use Edge...

ACE - Sage

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46.4K Messages

5 years ago

I'm guessing that your HR54 is dying. You've done some excellent troubleshooting.

That "recommendation" is a way to force a software update. But I don't recommend trying that. Your HR54 will automatically update its software. Forcing an update at the wrong time can cause a download of test software that could make things much worse. Don't do it.

I think you should call for a service visit. Most likely the tech will replace your HR54.

Teacher

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3 Messages

Thank you, I appreciate the response, and was really afraid of that answer since we loose all recordings and have to re-enter all the series we record. Huge bummer.

Teacher

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3 Messages

So I went to schedule and appointment on line which took me to the Troubleshoot & Resolve page which says:

Looks like there may be an issue with your receiver, that may interrupt your ability to watch TV. We're aware of the problem and hope to have it fixed soon. We can let you know when we've fixed the problem with the method of contact below.

Should I believe this and just wait?

Teacher

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3 Messages

@litzdog911 AT&T agreed that the Genie must be going bad, so they replaced it yesterday. Then this morning we get the same error and I have to reset the Genie! This really (Edited per community guidelines) since we lost all our recordings and scheduled recordings for nothing.

(edited)

ACE - Expert

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22.9K Messages

I also noticed that you listed 4 different Mini Genie Clients, which is more than the HR54 can support at one time. Each Client takes a tuner away from the Genie, but it only has 3 to spare as it keeps the other 2 to itself for Picture in Picture (PiP). So though the Genie can pair with 8, only 3 at most can be used simultaneously.

When you next have a free upgrade, replace one of the Minis with an HDDVR. That way you gain 2 tuners and 500GB recording space of its own. Allows all TVs to be in use and you don't have all your eggs in one basket, which is a more capable and reliable setup. No difference in monthly cost between Client and HDDVR (or even HD non-DVR).

I really wish they didn't allow the Genie to pair with more than it can use, but I understand there are select instances where it is ok (such as having one in a workshop or exercise room where you don't end up with the chance of all TVs in use at the same time).

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Teacher

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3 Messages

We have been using this for a long time and never had this issue, and as I said, I get a different error when to many mini's are are trying to access the Genie. Two of the genies are in guest rooms and are rarely used, and have not been used since after the DirecTV tech left yesterday. I don't want the extra hassle of another DVR. It also doesn't explain why on the Whole-Home Settings -> Manage Clients -> Network Details Page it says "Not Available" for the one that is currently having the issue, and "Not Connected" for the two that haven't been used, and "Wired" for the one that was used last night.

ACE - Professor

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2.3K Messages

5 years ago

This is an account issue not a tech issue. I can almost guarantee that your account doesn't have 4 clients "active"

Teacher

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3 Messages

@nabukl Thank you, but how do I get this fixed? I've talk to the tech support on the phone twice, chatted on-line with them more times than I can count, and when the tech was at my place he called tech support twice and had them check my account. Do you still have contacts in tech support that you could ask to check? Everyone I speak with or chat with just seems to follow a script wants to refresh and restart my Genie.

ACE - Professor

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2.3K Messages

Unfortunately no, I don't have any contacts that still work for DirecTV all I can suggest is that the next time you call ask them right out of the gate "how many clients on my account and then how many are active on my account" don't Tell them how many you're using until they answer. The answer should be "you have 4 active clients" (minis). Also check the genie itself under manage clients. How many are there? And what are the "location" names? Like lr, (living room )br (bedroom) etc..

(edited)


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Former directv csr and tech support rep.
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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.

Teacher

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3 Messages

Thank you. So I also have an HD DVR and 2 HD Receiver boxes, which are not currently plugged in. Will that change the answer?

ACE - Expert

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22.9K Messages

That should not change the answer.

HDDVR and HD non-DVRs are receivers, not Clients.

Mini Genies are Clients, meaning they are an extension of the Genie. The number of Clients active on the account is what sends info the Genie telling it how many it can be paired (authorized) with.

DirecTV has no way to know what is plugged in as the satellite transmission is one-way. So they can only see what is active/authorized on the account.

-------------------------------------------------------------------------------
(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.

Teacher

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3 Messages

Thanks, I understand the difference, just wanted to verify.

Also, one other note is that it seemed to not have the problem when the Ethernet cable was unplugged. Since it is currently happening once or twice a day, and every single morning I have unplugged the Ethernet again to see how it goes. So far it's made it all day without happening. I think they may be updating the software to detect receivers baaed on network access...


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