New Member
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79 Messages
C71KW-400 Your video is still loading
Day 3 and I ran into our first problem. I was watching a recorded NBA game and if I did a few 30 sec jumps to get past commercials, or used the FF button to stream past a section, the spinner would come on and I would get the "Your video is still loading. Thanks for your patience." message on the TV.
I tried to wait it out and some times it would come back, others I ended up shutting to box off, pulling the power and starting over. Sometimes that would work, most of the time it didn't. Even when it worked to get the box back on track, the next time I did anything to speed or skip ahead, the same thing would happen.
When this problem happens, trying to go back to live TV did not work, it just stayed on the channel number/title screen. Also, nothing appeared in the Guide or in the List.
At one point the box must have really got confused and it went into a network test phase on its own. It said the network was great, 89Mbps. This is an Ethernet connection on 1Gbps AT&T Fiber. When it would do this I could run tests on the network and was getting full speeds and low latency, so I knew it was not the network.
So today I tried the same actions on another recording and got the same problem. I went into the family room, tried the same actions on that C71KW-400 and it was perfect. So I brought the family room box into my office and it worked perfectly as well. That eliminated everything except the box.
I was going to try a factory reset on the box but I wanted to check first to see if this is a known issue of it that is a waste of time and I just need a replacement box.
And sorry, Ludwick577 for the extra words. 🤣
GTyz
New Member
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340 Messages
4 years ago
@ferdberferd I was writing an essay and my Chrome crashed. The first thing to check would be the build on the box. Home > Click on the small gear > Settings > System > > General >DIRECTV STREAM Build... basically this would be the only difference between the different behavior on the 2 boxes...
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ferdberferd
New Member
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79 Messages
4 years ago
Oh bummer! Back in the days before email we used bulletin board systems to send "electronic mail" to others. The tools were really crude and not very reliable and I would write tomes much longer than anything you have seen me post here, like 30 minutes of writing!
Probably 10% of the time the software would eat it before it was sent. So I know exactly what it is like to lose it all. 😁
Ok, the build is the same, QTG1.201103.001.release-q-wnc-31.4-14.
Just before I checked back in here I was watching live TV and had not hit any ff/rw/pause buttons since I had turned it on and it went into the spinner. No output on any channel, nothing in the guide, etc etc...all the same symptoms. It said I was not connected to the network, but I could ping the IP and it was 1ms and everything else in the house was working. It ran the test, great speed, 89.7Mbps.
I am going to try a factory reset and see what happens. It is definitely odd in that I can not find anyone else online talking about this error message.
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GTyz
New Member
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340 Messages
4 years ago
@ferdberferd yeah try the factory reset... based on the fact that you said the other box works fine when switching back and forth between the living room and your office, and the build is the same, then this points to an issue with the box itself (maybe).
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DIRECTVhelp
Community Support
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255.6K Messages
4 years ago
Hello @ferdberferd,thank you for sharing your situation with us, please keep us updated about how the factory reset goes.
Thank you!
Ana, DIRECTV Community Specialist
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Ludwick577
ACE - New Member
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3.6K Messages
4 years ago
Dtv Stream box ethernet adaptor is only 10/100 mb. That's why you see 89.
(edited)
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ferdberferd
New Member
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79 Messages
4 years ago
Sure, realized that and I knew the problem was not a speed/bandwidth issue. My point in mentioning it was that the box said there was no network and then said the network connect speed was great. 🤔
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DIRECTVhelp
Community Support
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255.6K Messages
4 years ago
Sometimes the connection can present intermittence, this is why the status can change, this depends on the Internet signal itself.
Please let us know if the factory reset worked, we're here to follow up on this.
Ana, DIRECTV Community Specialist
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ferdberferd
New Member
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79 Messages
4 years ago
Got it! Well, it was and was not that particular box. 😁
The thing that kept coming back to me is that I could not find even one person with this problem. So that seemed like it must be something else that was different on my end. I started to do some network snooping and at one point I looked at the device list on my router to make sure that I had configured everything correctly.
I had set up a reserved IP for each box and sure enough, both were at the correct IP. But then I noticed that even though the MAC address was correct for the Office box, the router's description said it was my TV. The router correctly identified the other box.
So I dug back through my records and discovered that at one point I had reserved that same IP for the TV but had removed it when I changed some other devices around. The Ethernet cable was still connected to the TV and the TV still connected to the Internet, but at a different IP.
So as a test I started a recording, hit ff/rw a few times and the box hung like it had been doing. I immediately pulled the Ethernet cable from the TV and the box reacted like I had just injected adrenaline into it and instantly began playing the recording!
Since then I have tap danced a million times on the buttons and everything works like a champ, not even a hiccup.
So I can't explain why the router (I guess) and the box were not happy as except for the device description, everything else on both devices was correct. Very, very odd but at least I figured it out and am back to being thrilled with the new streaming service.
Thanks for everyone's help!
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DIRECTVhelp
Community Support
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255.6K Messages
4 years ago
@ferdberferd thanks for the updates about your case. We are happy to hear that the issue was successfully resolved.
Do not hesitate to reach out at any time if you haver further inconveniences. We are always here ready and happy to help.
Juan, DIRECTV Community Specialist
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