Teacher
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12 Messages
Recorded shows keep freezing
I have an approx 8 year old IPN340MC DVR box and recorded shows keep temporarily freezing when trying to watch them. This is happen on other STB's as well so it is not just the DVR, so I am thinking it is an issue with the hard drive in the DVR box. I understand that hardware has a life span, especially hard drives.
How can I get this resolved and is there a cost involved?
Thanks!
_xyzzy_
Expert
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3.6K Messages
7 years ago
Go through the "motions" to save time when you call tech support for a replacement. Reboot the gateway (pull plug for 15 secs. and let if fully reboot) and then reboot the dvr (pull plug for 15 secs.). If problem persist then call tech support for the replacement (800-288-2020).
Note of course you lose all your recordings but you will not lose your scheduling.
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ccollat
Teacher
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12 Messages
7 years ago
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_xyzzy_
Expert
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3.6K Messages
7 years ago
Ok, so as I said, get it replaced.
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ccollat
Teacher
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12 Messages
7 years ago
Sorry, I did not mean to sound catty or condescending I was just trying to say I went thru the motions already and was looking for futher support. That said, If I do get a replacement DVR, do I have to pay for i? I would like to think that since in essence I am renting this equipment as I pay a monthly fee for it if I need an upgrade it should be free to upgrade.
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_xyzzy_
Expert
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3.6K Messages
7 years ago
I never interpreted what you were saying as that.
No cost. You will be given instructions on how to return the existing dvr, i.e. you will need to take it to a UPS Store (and apparently now - recent change - you can use FedEx as an alternative too - read this) along with your account number. You should be given a receipt which you should keep as proof of return. Once a return is approved you have 21 days to return it or there will be a charge ($150).
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gr8sho
ACE - Professor
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1.5K Messages
7 years ago
There's a post on here i saw recently that showed steps to perform both non-destructive and destructive recovery procedure. This will be quickest way to determine the health of the DVR.
Other than that, be ready to dive into the great wall of level one support. 😢
*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.
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ccollat
Teacher
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12 Messages
7 years ago
To rule out the dvr being the issue I watched hours of recorded programming on another STB that is not the DVR box as well and I was not able to replicate what is happening on the one tv.
I’m pretty sure I have troubleshooted all I can at this point. Any thoughts?
This is a separate STB on the tv that I am having issues with.
Why would recorded programs freeze up and not real time tv on the same box when recordings don’t freeze on another?
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_xyzzy_
Expert
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3.6K Messages
7 years ago
I am having trouble trying to understand exactly your configuration. I am going to supply labels (numbers) for later discussions.
A dvr connected to tv#1
Another receiver connected to tv#2. Is it wired or wireless?
Is there a tv#3 connected to another wired or wireless receiver?
So which one is is having the problem? Tv#1 or tv#2 (or a tv#3)? And the problem is tv#? skips playing dvr recordings and doesn't skip playing live recordings only on the one tv?
If you have two wireless receivers then flip them to see if the problem "follows" that wireless receiver.
Update:
FWIW, the non-disaster and disaster recoveries mentioned earlier can be found here.
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