New Member
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4 Messages
4K channels disappeared from guide
I'm a satellite customer with an HR44-500 and a co-located Gemini. I also have two Genie minis.
I received the Gemini about six weeks ago and had no trouble viewing 4K channels on the Gemini-connected TV. Last week, the four 4K channels (105-108) disappeared from my guide. Previously, the channels showed up in the guide even when there was nothing on those channels (and even before I had 4K activated on my account). I have also tried entering those channel numbers manually, but I see "channel not available" when doing so.
I have talked to DTV support three times. They told me just to wait until I hear back on a possible resolution. Notably, the 4K channels are still available via the app which, of course, can't be accessed by satellite customers on the Gemini.
Here's what I have tried so far:
1. Refreshed and reset the HR44-500 and the Gemini.
2. Confirmed with DTV that 4K is still activated on my account.
3. Performed the CLEARMYBOX search.
4. Switched between wireless and wired internet connections. Each method yielded a speed sufficient for 4K content.
5. Confirmed that I haven't received any software updates since the Gemini was added that might have affected 4K access.
Is there anything else I should try?
Thanks.
Juniper
ACE - Expert
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23.5K Messages
2 days ago
There is a possible conflict. The HR44 is not a 4K box to deliver the content. They tried in the early days with some test 4K PPVs but ultimately 4K setups require the 3rd generation Genie (HR54) instead, or the Genie-2 (HS17) if you are sticking with a client-only setup.
If that is the issue you would need to speak with DirecTV about swapping the Genie. Ideally only they would need to do is ship one out by warranty replacement which should net the HR54 as HR44s should be out of stock. If they do go with a replacement route, be aware recordings do not copy over.
That's really all I can see because of the one box not built for the proper 4K setup.
Alternatively, "upgrading" the Genie to the Genie-2 which would no longer need the special co-locate setup as each TV would just be a client as the HS17 sits by itself. Has the added benefit of supporting two 4K clients at the same time using a 4K channel (HR54 can only do one at a time). However unlike warranty swap, this would come with a 24 month agreement. And I would not recommend if you have any dedicated receiver/HDDVRs as it forbids everything but Clients (Mini Genie and Gemini).
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Dawgsfan
New Member
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4 Messages
2 days ago
I appreciate your help. Maybe there is other equipment that better suits my needs.
What I don't understand is why the channels have simply disappeared from the guide after weeks of no issues. I could understand having issues actually tuning them in, but at this point, it looks like those channels don't even exist.
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