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Brief Power Interruption; BOTH C61K clients keep saying "Invalid PIN" when I enter the correct PIN, trying to re-add them as clients
There was a brief power interruption at my house, which caused my receivers to reboot: The HR54 server, 2 C61K clients, and other older, legacy receivers. When power came back and everything rebooted, everything except the 2 TVs connected to the 2 C61Ks worked fine. Both C61K clients required I enter the PIN that I could get from my HR54, something with which I was familiar and had done in the past without any problems. However, when I tried to input the PIN from the server (HR54) to both C61K clients, it kept saying "invalid PIN number, please try again," which I of course did, but with the same result. After many attempts to troubleshoot, I contacted DirecTV tech support, and of course they told me to do the RBR, which I did. They then told me, "Your receiver and clients need to be replaced."
Now what kind of ridiculous explanation is THAT?!? That should NOT be the case here, especially since this has happened before, and each time everything rebooted without me even having to input a PIN to reconnect the clients.
Any tips? Because now the living room and master bedroom, the 2 most watched TVs, are essentially unwatchable because I can't reconnect them.
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dvump25
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7 Messages
6 days ago
Here's what apparently happened, but first, some necessary background information:
I have 2 separate, fully paid accounts: one in Houston where I live and one in Chicago, from where I relocated not too long ago. However, I left the Chicago account active because family remained up there and didn't want me to cancel the account altogether. Because I have the 4K TV, I took with me that TV and the aforementioned HR54 server and two C61K clients.
I realized that I wouldn't be able to get Chicago locals with those receivers, but that didn't bother me, because I no longer lived up there. Plus, I had a paid subscription to DirecTV in Houston.
I mention this because I connected the 4K TV and a C61K in my living room. I put the HR54 into a guest bedroom, and I put the other C61K in my master bedroom that also had a 4K TV. I had thought of having them switched to my Houston account, but I was told I'd have to buy new equipment because they wouldn't let me transfer these 3 units to my Houston account. I declined their "offer," and the CSR simply said that I wouldn't be able to get all the channels at my Houston residence.
This same, exact situation has occurred a handful of times, but each time the Houston receivers and Chicago receivers rebooted following a power interruption, they came back up on their own, never needing a PIN code to reconnect the two C61K clients. Until yesterday (Sunday) evening.
Instead of rebooting as they have numerous times over the past several months, with no PIN needed, both receivers this time were now requiring it. The DirecTV technician explained to me that the HR54 is unable to properly sync up with the 2 C61Ks because I have a couple Houston receivers in the house as well, thereby creating some kind of conflict with my HR54 and the 2 C61Ks.
He recommended I unplug the Houston receivers, then reboot the HR54, so that's what I did. Once the HR54 rebooted, both clients' TV screens then automatically connected, precluding me from having to input a PIN, and they were now all set. I then reconnected the Houston receivers and everything was hunky dorey again.
My biggest curiosity is why did this "input PIN" message appear following a reboot when I never needed to do that before? When I discussed this with the DirecTV technician, he surmised that it was likely due to an HR54 software download or upgrade that may have recently come through. That would seem to be the logical explanation, especially when one considers that the only time this invalid PIN error has ever occurred was during the situation at hand. If none of the hardware had changed, it had to be the software, because as recently as several weeks ago this same thing occurred, yet both C61Ks didn't ask for a PIN, instead slipping past that and rebooting and reconnecting on their own.
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Juniper
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23.5K Messages
7 days ago
May need to refresh the who system in a specific order.
Unplug power from all boxes (Genie, Clients, etc.).
Plug power back into HR54.
Once HR54 is back up, then do each Client one-at-a-time with pairing as needed.
Once Genie and Clients all working, power up each legacy box, one-at-a-time.
(This is to avoid conflicts of everything trying to come back on at once)
You may need to refresh authorizations through your account online under Manage Equipment.
Make sure boxes are connected to regular surge protectors and not 'smart' power strips to avoid adding to this issue.
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dvump25
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7 Messages
6 days ago
Been there, done that. Unfortunately, that did not work. This has really got me stumped, especially because I've suffered previous power outages, and when the DVRs restarted, I never had to re-input a PIN on the 2 aforementioned C61K-700s.
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DIRECTVhelp
Community Support
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255.9K Messages
6 days ago
Sorry for the inconvenience, @dvump25. We have a specialist on standby, ready to assist you with your devices. Sending you a DM. Rhyan, DIRECTV Community Team
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dvump25
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7 Messages
6 days ago
I will have to contact you when I get home, as I'm currently at work (school).
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DIRECTVhelp
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255.9K Messages
6 days ago
No worries at all! We've sent you the details in a DM. Feel free to reach out whenever you're ready. Charles, DIRECTV Community Team
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Juniper
ACE - Expert
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23.5K Messages
6 days ago
Just mentioned as the specific order, and not doing the next in the chain until the first in complete (so one-at-a-time) isn't the go to for most people. If you did that and didn't work, fair enough.
Since both 4K Mini Genies are doing the same thing, may be an issue with the main Genie. Hopefully this can get resolved without needing a replacement (as recordings do not copy over). Glad you've got your legacy boxes for more reliability than a Client-only setup (such as the Genie-2).
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dvump25
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7 Messages
6 days ago
<<Since both 4K Mini Genies are doing the same thing, may be an issue with the main Genie. Hopefully this can get resolved without needing a replacement (as recordings do not copy over).>>
I sure hope it's not the main Genie (HR54), because there are a LOT of recordings on that!
<<Glad you've got your legacy boxes for more reliability than a Client-only setup (such as the Genie-2).>>
Which is why I won't change. They keep trying to get me to get rid of my several legacy DVRs, but I decline every time.
A technician will be here shortly, so I'll see what he says.
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Juniper
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23.5K Messages
6 days ago
Genie with HDDVRs, I find to be the best setup. Having a 4K Client in the mix makes sense. Unfortunately HR54 was too far into production when 4K requirements changed so couldn't output it directly. Though to solve that I understand they have come out with a co-locate option so you can have a 4K Client at the HR54 TV without paying as if they are two separate TVs.
With Genie and 2 HDDVRs, that is already more capability than the Genie-2 (HS17) because of the 9 tuners. Plus if Genie goes down, it doesn't kill all the TVs. That is why I will not change.
Thankfully AT&T is out of the TV business (as they pushed for the client-only setup per their history of preferring one size is forced on all over customer flexibility). I am curious what plans the new owner has for equipment. Since business/commercial accounts got the H26K (since they are not permitted to have DVRs), I hope dedicated HDDVRs that support 4K and would be compatible with the Genie line (or a new non-restrictive Genie-2), would be in the works. But haven't heard anything yet.
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dvump25
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7 Messages
6 days ago
Your comments make sense to me.
As far as my problem at hand, it has been resolved. I have a feeling that my explanation would be a lot more convoluted than expected, so let me just say that no equipment has to be replaced, thank God.
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gregeusa
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542 Messages
6 days ago
would you mind sharing what the solution was? May help others in the future.
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Juniper
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6 days ago
@dvump25
Great that it is resolved. Details on the fix would be appreciated. Any key points/steps that stood out at least that you could share?
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Juniper
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6 days ago
That's quite a bit. Appreciate the explanation.
To be sure: You have two accounts (Chicago and Houston) but both sets of boxes are hooked up together in Houston? But at least the Genie and Mini Genies (HR54 and the 4K Clients) are on the same account? Just considering any other quirks for this situation or anything to be prepared for.
If both accounts are in your name, than you used to be able to move receivers if combining accounts. But that was years ago before the introduction of Clients which require the Genie (server) or are dead boxes. Even if still an option, probably many agents are unaware on how to do it properly as ownership has changed a couple times with a...purge... of legacy employees and influx of those from another company. This would be out of the purview of the tech as this is more account management by either regular customer support, or one of the specialty departments (retention/cancellation as usually means closing one account or Movers 2nd home though they usually are for opening the 2nd account if needed).
Side note if ever needed: Boxes at one place are supposed to be on the same account with the correct physical service address. Not only for authorization of permitted locals and RSNs, but the taxes and RSN fee that are required to go to their correct areas.
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dvump25
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7 Messages
5 days ago
<<To be sure: You have two accounts (Chicago and Houston) but both sets of boxes are hooked up together in Houston? But at least the Genie and Mini Genies (HR54 and the 4K Clients) are on the same account? Just considering any other quirks for this situation or anything to be prepared for.>>
Yes, I have 2 accounts in my name. Of the Chicago account, only the HR54 and the two C61Ks are connected in Houston. The remaining several receivers are back with family in Chicago.
I reiterate that there must have been some sort of software download over the last several weeks, because prior to this past Sunday, when a power interruption occurred, the HR54 and the two clients rebooted, with the Houston receivers still fully connected, without asking for a PIN. How else could one explain the sudden change? No matter, as the way to avoid this is to just unplug the other units and let the HR54 and clients reboot and reconnect. 🙂
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Juniper
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5 days ago
Oh ok, don't have a mix of equipment from both accounts at the same place on the same cabling. Just was making sure as some who have had equipment from different accounts together did experience some odd issues.
A software update could very well be a factor. If so, I would expect we may see another comment on a similar situation one-day (unless another update before then of course). For now it is working and you've got what you need to resolve it if it happens again.
If you have further issues, or get a confirmation from DirecTV (unlikely) about this quirk, drop a post. Otherwise I hope you can continue enjoying your shows with little to no hassle.
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