622 multiple issues

[2guard]

Head in the Sand

Okay, I return home and my guides are all a mess. All the HD channels that were paired w/ SD counterparts do not show on my guide.

Then I want to transfer to my external hard drive and I get a
Ext HD - 866 Error Stating my external drive is paired w/ another receiver.

 

[Jim5506]

Sounds like time for a hard reboot. Pull the plug.

 

[derousse]

I wouldn't be very optimistic about getting anything you have stored on the hard drive. The exact same thing happened to me - 866 error and reset favorites lists - approximately 2-3 weeks ago. I called today and spent an hour on the phone with their tech support - levels 2 and 3. They had me go through a reboot followed by unplugging for 10 seconds and rebooting without success. I then expressed my extreme displeasure with their external hard-drive archiving solution and requested compensation. I had them escalate to a manager and was not successful in negotiating any kind of credit.

I then called back to their Account Specialists and was quickly offered 2 months of $20 credits.

My confidence in the external hard drive functionality is shaken but at least I got something back for my trouble.

 

[2guard]

Reboot & "Hit" fixed issue

I talked to a CS rep. and she informed me to go ahead and reformat drive. I told her that was the wrong answer and was an unacceptable option. Did hard reboot of 622 and asked for a "hit" sent to my box.

Did not immediately fix issue. I asked for 2nd level support and was promptly disconnected. Called back to another CS Rep. and she also said I should reformat. I said unacceptable and asked for 2nd level support. Promptly lost in phone system again.

Called again, different CS Rep. again - same answer - REFORMAT. I asked for a 'hit' for my box and before he sent it I went to the USB Storage and was able to access my drive.

So I think between the 1st hit and hard reboot - the 866 error cleared up.

DO NOT ACCEPT REFORMAT AND LOSS OF RECORDED CONTENT AS AN ACCEPTABLE ANSWER!!!

 

[derousse]

I haven't actually hit the button to reformat my drive yet so I'd like to give this a try. Is a "hit" the right word to use? Are they going to know what I'm talking about?

 

[2guard]

Each CS Rep. knew what a 'HIT' was.

 

[charlesrshell]

Each CS Rep. knew what a 'HIT' was.

What is a hit? Are there different kinds of hits

 

[2guard]

A 'hit' is a forced refresh to your converter box

 

[derousse]

I was getting ready to place the call to request a hit (not my dealer - dish network and tried to access the hard drive one more time. Lo and behold it now works. I didn't actually request a hit yesterday when I was on the phone with them so I'm not sure if they sent one or not. All I know is it didn't work yesterday and now it does.

So 2Guard's right, this is NOT an unrecoverable condition, but in my case, I'm not sure how it was fixed.

 

[Smith P.]

Did you check Household key before and after ?

 

[derousse]

I did confirm that it was set to something before but I'm not certain if it's set to the exact same value now.

 

[cracka]

Quick update for this thread. I was getting the 866 error after months of flawless use of my Western Digital MyBook 500GB. I used Dish's online chat tech support, and they immediately checked my sw version (L449) and then re-authorized my receiver. That fixed the problem immediately.

If you're getting this error, I'd recommend using online chat support... you'll go straight to Tier-2 that way, and there's a good chance they'll know what to do.

 

[Smith P.]

Thanks for the hint - hope will not use it.

 

[derousse]

My receiver got updated to L511 last night and today my favorites lists disappeared and I started getting the 866 error again.

Contacted the online chat support and got connected with (24DrDcb) Ted K. Here's the transcript:

(24DrDcb) Ted K: Can you please press the menu button on the remote followed by 6 (System Setup), 1 (Installation), then 3 (System Info) and tell me what is listed in field d. for Software? (If Warning 504 appears please select yes to access the system info screen.)

Michael DeRousse: L511 - I believe that software was installed within the last day or so.

(24DrDcb) Ted K: Let me check a few things here. Just a moment...
(24DrDcb) Ted K: I'm sending a signal to the receiver. It may take a minute or two to affect it. We can then disconnect the hard drive and try again.

Michael DeRousse: OK - let me know when

(24DrDcb) Ted K: Sure.
(24DrDcb) Ted K: Let's unplug the power supply and USB for the external hard drive and try connecting again.

Michael DeRousse: Unplug the power of the 622 receiver?
Michael DeRousse: Or the drive?

(24DrDcb) Ted K: No the external hard drive. Does it have a power cord?

Michael DeRousse: yes - I'll do this now

(24DrDcb) Ted K: Ok. I'll wait.

Michael DeRousse: It works! Thank you very much!!

(24DrDcb) Ted K: You're very welcome.

 

[AdamGott]

I talked to a CS rep. and she informed me to go ahead and reformat drive. I told her that was the wrong answer and was an unacceptable option. Did hard reboot of 622 and asked for a "hit" sent to my box.

Did not immediately fix issue. I asked for 2nd level support and was promptly disconnected. Called back to another CS Rep. and she also said I should reformat. I said unacceptable and asked for 2nd level support. Promptly lost in phone system again.

Called again, different CS Rep. again - same answer - REFORMAT. I asked for a 'hit' for my box and before he sent it I went to the USB Storage and was able to access my drive.

So I think between the 1st hit and hard reboot - the 866 error cleared up.

DO NOT ACCEPT REFORMAT AND LOSS OF RECORDED CONTENT AS AN ACCEPTABLE ANSWER!!!

This sounds nearly identical to my experience, lots of CSR's hanging up on me, one told me that he has determined that my 622 is bad (it was not), and finally a Tech support guy who didn't know anything about my problem but gladly obliged to give me a rehit. The rehit worked.