Teacher
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11 Messages
Cannot download from DVR to app
Getting so frustrated with this. Cannot find an answer anywhere and I can tell I'm not the only one with this issue. On my registered device, I cannot connect to my DVR from the DTV app that is connected to my wifi in my house. All devices are on the same wifi. Still doesn't think I'm at home, so this "take anywhere" option is useless. What am I doing wrong? Yes, I have redownload the app and reset my Genie.
DIRECTVhelp
Community Support
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17.2K Messages
4 years ago
Hello @Mytwinsdad,
If you have already completed the device registration and are still encountering the same error you may need to open a port on your residential gateway. For further steps on opening a port please take a look at this Mobile DVR - Port Forwarding support article. If you have any questions in regards to these steps please feel free to reach back out!
James C., AT&T Community Specialist
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Suzionion
Mentor
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16 Messages
4 years ago
I’ve been down this same road. They are giving you instructions for the old on-screen guide. It doesn’t apply to the new on-screen guide. Mine stopped working after my AT&T and direct tv accounts were merged in August. I have tried everything you have & have spent many hours on the phone with support. My mobile dvr DID work before the merger. The problem is on their end but they won’t admit that.
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Mytwinsdad
Teacher
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11 Messages
4 years ago
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Mytwinsdad
Teacher
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11 Messages
4 years ago
Well, here's the update. The tech came out to the house and upgraded my DVR to the new Genie 2 tower... and guess what?!?!? IT STILL DOESN'T WORK!!! I cannot reach my DVR from any mobile device. It says it's registering and authenticating and then it pops up on the screen and says "cannot connect to your dvr". I asked the tech about this and he flat out said he has no idea how the mobile equipment works and to call tech support... that was and hour and a half I won't get back... I was told that this was a "known issue".
So frustrated and disappointed...
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Suzionion
Mentor
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16 Messages
4 years ago
I feel your pain. Mine has not worked since my account was merged in August & my receiver software was updated. I’ve called many many times with no solution. I have been told by various direct tv techs that:
1- this is a known problem
2- no one else has this problem
3- we will “escalate” this issue & call you back ( never receive a call back)
4- I shouldn’t use the directtv app...only use the AT&T app (which bounces you back to the Directtv app once you try to stream or download!)
5- my personal favorite- tech told me she has the same problem & hasn’t been able to resolve the issue!!!!
In addition many of the techs (and this site included) don’t have the new on-screen menu so their troubleshooting steps aren’t applicable.
Very very frustrating!!!!! I suspect it’s an issue with either the app or receiver software and no amount of resetting receivers, uninstalling & reinstalling apps will make it work properly.
My receiver is HR44/500 and the software version is 0x1104 installed August 8th.
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Mytwinsdad
Teacher
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11 Messages
4 years ago
On top of this all, I received a letter today that you are RAISING YOUR RATES?!?!? You're kidding, right?!?!? How about make your programs work before you gouge your existing customers more for a service that is broken!
I'm a out ready to cancel my service.
I would like an answer.
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