C31 Client Losing Signal/Black Screen from HR34 (requires Genie Reboot)

[JD Hogg]

The past few days my C31 client is losing complete signal (black screen) about twice per day. The only thing that brings the picture/connection back is a red-button reset from the HR34 Genie receiver. Doing a red-button reset from the C31 unit does nothing.

I have checked/replaced the HDMI cable, tried a different HDMI port on my TV and even unplugged the C31 for a few hours to no avail.

Does this sound like an issue w/ the C31 client box or the HR34 Genie receiver?

Also if it is the C31 box, will DTV drop-ship a new C31 out to me or do they have to send out a tech?

I currently do not have the 'protection plan' (but I could sign up for it - 1st month free) but I'm trying to figure out if this matter can be troubleshooted first. I'm NOT getting any error codes (other than not having a phone line plugged in to the Genie) that would indicate there is a hardware or communication issue between the Genie and the client.

I want to say this all started around the latest Genie software update from last week - but I'm not 100% sure as it might be a coincidence.

Any advice on how to approach this issue?

Thanks

 

[skysurfer]

I'd say it's likely a directv issue. I don't have the exact same problems you do but my C31 client has had very erratic behavior since the latest firmware arrived. I get black screen with audio a lot -- or sometimes the picture will "solarize" like you're using a solarize gimp filter on the video. Both cases just require turn off and back on the C31.

C31 also still responds slowly - when it gets to be excruciatingly slow, I do a full reboot at the HR34 to make things not as bad.

At the HR34 room, a lot more "thump" error sounds when there should not be due to proper keypresses when using the remote directly with the HR34. Also, annoying that 10% of my hard drive is now free due to recent clean-ups yet I still get the stupid warning box about less than 10% disk space is free. Guess DIRECTV programmers don't know the english language or greater than/less than/equal than comparisons.

can't believe it's been 11 months since I had one installed and the GENIE is still buggy as .... !!!!

 

[Hutch1814]

The past few days my C31 client is losing complete signal (black screen) about twice per day. The only thing that brings the picture/connection back is a red-button reset from the HR34 Genie receiver. Doing a red-button reset from the C31 unit does nothing. I have checked/replaced the HDMI cable, tried a different HDMI port on my TV and even unplugged the C31 for a few hours to no avail. Does this sound like an issue w/ the C31 client box or the HR34 Genie receiver? Also if it is the C31 box, will DTV drop-ship a new C31 out to me or do they have to send out a tech? I currently do not have the 'protection plan' (but I could sign up for it - 1st month free) but I'm trying to figure out if this matter can be troubleshooted first. I'm NOT getting any error codes (other than not having a phone line plugged in to the Genie) that would indicate there is a hardware or communication issue between the Genie and the client. I want to say this all started around the latest Genie software update from last week - but I'm not 100% sure as it might be a coincidence. Any advice on how to approach this issue? Thanks

More than likely like said, it's a directv software issue. However, do you have a RG6 coax running to the client? Only reason I asked is we had a customer and told her over and over it's an issue, she demanded the line be replaced so we did a wall fish and replaced it for her, 2 weeks and still haven't had a single issue. I've been checking on it myself as she lived less than a minute from me

 

[JD Hogg]

I do have a white coax cable running to the back of the C31 (how do I tell if it's an RG6)?

I manually forced a software update (0744) on the Genie to see if that fixes the issue.

Is it also recommended to completely default/restore the Genie and set it up again from scratch - and same for the C31 client?

 

[Hutch1814]

I do have a white coax cable running to the back of the C31 (how do I tell if it's an RG6)? I manually forced a software update (0744) on the Genie to see if that fixes the issue. Is it also recommended to completely default/restore the Genie and set it up again from scratch - and same for the C31 client?

The cable will say RG6 on the side of it. Is the white line connected to a wall plate?

 

[JD Hogg]

The cable will say RG6 on the side of it. Is the white line connected to a wall plate?

I checked and it does have "RG6" printed on the cable. It's connected to a 3-way splitter (with a lime green colored label on it).

 

[Hutch1814]

I checked and it does have "RG6" printed on the cable. It's connected to a 3-way splitter (with a lime green colored label on it).

3-way? Directv doesn't offer a 3-way, they're 2, 4, and 8. Can you upload a pic?

 

[JD Hogg]

3-way? Directv doesn't offer a 3-way, they're 2, 4, and 8. Can you upload a pic?

Sorry, typo. I meant a 2-way splitter. One goes to my HR24 receiver in one bedroom and the other goes to the C31 client.

 

[george99]

How do you do a manual software update? I have my clients one a week say searching for server, and I have to do a red button reset on my HR34.
Honestly, if it weren't for all my recordings, I would dump the Hr34, and pay for an HR44.

 

[JD Hogg]

How do you do a manual software update?

Red Rest Button > on blue "Hello" screen > press "0,2,4,6,8" on the remote control

 

[tkey4871]

I'm having the same issue after the update. And now my client doesn't recognize the remote which is a another pain.