Tutor
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7 Messages
Live tv "pauses" for 2-3 seconds at a time.
Have had Uverse TV for a couple months now. We have a very frustrating issue. As we are watching, the picture will freeze for about 2-3 seconds and then come back as normal, but we missed whatever happened during that time. If I rewind and playback, the pause is still there and you can't see what happened during that time. Sometimes this happens only 3 or 4 times during a half an hour show, sometimes it is A LOT more. It is obviously worse during live sports as you miss action. Was just watching local Fox channel and in just over two minutes it stopped 5 times: 9:04:26, 9:04:32, 9:05:58, 9:06:20, 9:06:49. I go through troubleshooting and resolve and it basically says restart the receiver. That seems to help for a little bit, but it has always persisted. When it restarted tonight, I watched Fox again for a little bit and switched to ESPN. After a little bit it started happening again: 9:43:18, 9:43:23, 9:43:47, 9:44:28, 9:44:48, 9:44:58. Went back to troubleshoot and resolve to finish the previous session and it says an error occurred and to call support.
A little other info. This happens on the wired DVR and sometimes on the wireless box (not sure if it is a DVR issue that is persisting on the other box). Happens at any time, during programming or commercials, but seems to be worse on some channels. I figure it must be something with the DVR, but it is really frustrating. I don't particualrly want to reset up 20 DVR programs, but if I have to, to get rid of this, I would. Wondering if this this a common Uverse thing or not.
Not sure if related or not, but right after we got service, it was difficult to setup a recording, we would get an error that said DVR service unavailable constantly. It took a couple days and that started working like normal. Would have to press rec or ok multiple times to get it to start. Have only seen DVR service unavailable once or twice since then. They also had a big provisioning issue when our installation happened that caused them to not get us service until 2 days after the install appt.
baseballisback
ACE - Professor
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8.2K Messages
6 years ago
Step one: Make sure nothing is set to record for 10 minutes and unplug all equipment. Note that you'll lose your internet connection too. Plug your gateway (modem) back in and wait for lights to go normal. Plug the DVR back in and wait for normal operations. Plug your other receivers back in.
If things are still wonky, call for tech support. They may make you do the same thing...but it sounds like you need a tech. Maybe the equipment is bad or maybe wires need to be replaced. They can tell you that.
*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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_xyzzy_
Expert
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3.6K Messages
6 years ago
It might be worth checking the gateway's broadband dsl status tables and checking things like the CRC and FEC errors.
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ss1759
Tutor
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7 Messages
6 years ago
I guess I should have mentioned I have 1Gbps ATT Fiber as well. Never had an issue with internet.
On Broadband status screen:
IPv6 Statistics
Transmit Packets 100633
Transmit Errors 0
Transmit Discards 2859
I checked a couple other screens and anywhere there was an error field, it was always 0. I ran full diagnostics on the gateway and everything passed.
I will shut everything down in the morning and turn it back on as advised to see if that changes anything. I suspect the main DVR...really don't want to lose everything and start over with setting all the shows up to record...
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_xyzzy_
Expert
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3.6K Messages
6 years ago
Replacing the dvr will not lose your scheduling, only the recordings.
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ss1759
Tutor
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7 Messages
6 years ago
Shut everything down for 10-15 seconds, powered on just gateway, let it come completely up. Then plugged in just the DVR and let it boot up. Watched for 10-15 mins with no issue. Plugged in wireless adapter and then wireless receiver and let that boot up. After another 15-20 mins, the main receiver started with the pauses again. I do wonder if there is any correlation between the wireless receiver and this issue, but I kind of doubt it. Guess I will go through technical support to see what they can do.
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baseballisback
ACE - Professor
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8.2K Messages
6 years ago
I really miss SomeJoe's diagnostic tool. Unfortunately, I think it only works with XP...maybe seven.
*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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notacomputerguy
Contributor
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3 Messages
6 years ago
We are having the same issue with the pauses.........and much more. AT
&T may drive me to going "off the grid!"
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ss1759
Tutor
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7 Messages
6 years ago
Is SomeJoe's diagnostic tool available somewhere? I have a machine that runs Win7 and has XP mode as well.
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ss1759
Tutor
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7 Messages
6 years ago
I did some searching and found UV Realtime. Downloaded and installed, but it says can't connect to 2wire, which makes senses because my GW is an Arris.
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johnc60
Mentor
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16 Messages
6 years ago
On your wireless receiver, is anything connected to its wired (RJ45) port? I presume that the wireless adapter you mentioned is the AT&T supplied WAP; how is it connected to your network?
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ss1759
Tutor
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7 Messages
6 years ago
Nothing is connected to the ethernet port on the wireless receiver. It is an AT&T provided Arris adapter that is plugged directly into the gateway via the AT&T provided ethernet cable.
I did do a chat with support a couple nights back. They had me restart the gateway, then restart the DVR a few times. He said he changed some settings on his end and all should be well. He told me a supervisor would call me back last night to see if the issue persisted. I can say whatever he did, it helped a lot, but has not completely resolved the issue. Watched a 2 hour long show last night and for the first hour and a half, no issue at all. It did it like 3 times within 5 minutes and then was back to normal for the rest of the time. Not sure if I can chat with them again and have them further tweak a setting or not, but in either case, the supervisor never called me back.
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ss1759
Tutor
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7 Messages
6 years ago
Well, even more frustrated. Tech came today and installed a new DVR. Same thing is happening with the new one. I tried unplugging everything from the GW except this receiver to try to isolate it, but the issue persists. They claim there are no errors showing with the GW, so I really am at a loss. Just can't imagine what it could be at this point.
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