Genie Client Issues (1 Viewer)

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preacherJohn

New Member
Nov 12, 2012
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Rough River KY
Hi everyone, I'm a newbie here from the Rough River area in Ky. I'm also a newbie Directv customer as of 10/26. Directv installed their new Genie system w/2 clients in our home. The first week was OK, but after that I have been having to reset the Genie a little too often. The problem began last week. I turned on the TV client in the basement and just had a blank white screen. The Genie on the main TV in the living room works fine. Of course when the client is out in the basement, the client in the spare bedroom is out also. I unplugged the clients, then plugged them back in to reset. They still wouldn't work. A tech came by and reset the main Genie in the living room. Then my clients came back on. OK it seems everything was fine 'till the next day. The same thing happened. Turned on spare TV, clients not working with white screen. Reset the Genie, everything comes back on. Two days later, clients stopped working again, reset, then back on, I left to get something to eat, came home 2 hrs later clients were off again & needed to be reset again (twice in same day)! What's going on here? I've never had this problem before with the DVR when I was with Dish. I called Directv and CS told me to leave the clients on for 48hrs to resolve problem. Have you ever heard of this? The remotes work both TV and client (on/off). He's telling me to just shut off the TV. What do you think? Thanks.
 
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Jimbo

SatelliteGuys Master
Lifetime Supporter
Jul 14, 2005
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NW Ohio - Buckeye Country
Welcome to the Site !

Does the HR34 go out as well or just the clients ?

IF it's JUST the Clients, I would think maybe they are bad or you have bad cabling from the HR34 to the client(s), also possibly a bad Power Inserter and the HR34 is getting enough signal to run, but the clients are not.

When the Installers here chime in, they will have a more precise idea.

I do my own installs, but haven't dealt with the Genie or clients yet.
 

preacherJohn

New Member
Nov 12, 2012
4
0
Rough River KY
The clients are the only things that stop working. You turn the TV on in the spare rooms and all you have is a white screen. Main room and unit are alright. Then when you reset the Genie, everything works again. Excuse my ignorance but for future reference is the Genie and HR34 the same thing/unit? I'm curious as to why CS instructed me to leave the clients on for 48hrs? Have you heard of this?
 

Jimbo

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Jul 14, 2005
64,258
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NW Ohio - Buckeye Country
The clients are the only things that stop working. You turn the TV on in the spare rooms and all you have is a white screen. Main room and unit are alright. Then when you reset the Genie, everything works again. Excuse my ignorance but for future reference is the Genie and HR34 the same thing/unit? I'm curious as to why CS instructed me to leave the clients on for 48hrs? Have you heard of this?

Yes the Genie and the HR34 are one in the same ... They "Named" the HR34 because of the "Hopper" and all the talk that it's getting or got.

As for leaving the clients on for 48 hrs, No, I've never heard that before, however, you can leave ALL your equipment on 24 /7 if you want. The DVR's are on all the time anyways, just the front panel shuts off .... the unit has to be ON or you wouldn't be able to rewind the buffer if you happened to turn it on and wanted to back up what was there.
The buffer goes for 45 minutes.

BTW, the "Clients" your referring to, they are the C31's, correct ?
 

JAG72

SatelliteGuys Master
Feb 16, 2006
8,524
57
Earth
I had the same issue for the first couple of hours but I then forced a firmware upgrade on the HR34 and after that all of my issues with the clients were resolved.
 

Hutch1814

SatelliteGuys Pro
Jun 18, 2011
2,384
70
Indiana
JAG72 said:
I had the same issue for the first couple of hours but I then forced a firmware upgrade on the HR34 and after that all of my issues with the clients were resolved.

Nailed it on the money!! Software issue, it's known and we've actually received emails on this about 2 weeks ago on. They're suppose to be releasing a software update for this fix and another goody :D
 
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guarva

New Member
Nov 12, 2012
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I have two customers that are having the same issues. Clients have white screens, and when they are rebooted they work for a short time and back to the same issue. i have forced downloads several times (by typing in 02468 at the hello screen) and also by reboot, checked all lines, end SWM splitters (basically the whole works several times). None of this including the force downloads have worked. Anything i missed, or any ideas to what i can do next? I am at the point of replacing the equipment, but not sure if this will cure the issue.
 

Hutch1814

SatelliteGuys Pro
Jun 18, 2011
2,384
70
Indiana
guarva said:
I have two customers that are having the same issues. Clients have white screens, and when they are rebooted they work for a short time and back to the same issue. i have forced downloads several times (by typing in 02468 at the hello screen) and also by reboot, checked all lines, end SWM splitters (basically the whole works several times). None of this including the force downloads have worked. Anything i missed, or any ideas to what i can do next? I am at the point of replacing the equipment, but not sure if this will cure the issue.

Swapping receivers won't fix it. In a meeting today Directv told us to set the genies (C31's is what I'm referring to) to "genie recommends" I don't know why but they said this will temporary resolve the issue until a software issue is addressed. If this works or not, couldn't tell you. Just going by what we was told today.
 

Jimbo

SatelliteGuys Master
Lifetime Supporter
Jul 14, 2005
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NW Ohio - Buckeye Country
Swapping receivers won't fix it. In a meeting today Directv told us to set the genies (C31's is what I'm referring to) to "genie recommends" I don't know why but they said this will temporary resolve the issue until a software issue is addressed. If this works or not, couldn't tell you. Just going by what we was told today.

Curious,
What is "genie recommends" setting(s) ?
 

Keekz804

SatelliteGuys Family
Nov 15, 2012
60
0
Earth
Swapping receivers won't fix it. In a meeting today Directv told us to set the genies (C31's is what I'm referring to) to "genie recommends" I don't know why but they said this will temporary resolve the issue until a software issue is addressed. If this works or not, couldn't tell you. Just going by what we was told today.
How do you do this? The Genie client in one of my rooms does this occasionally and also will lock up at times where I'll have to use the red button and reset the main Genie DVR.
 

Binkster

New Member
Jun 25, 2014
1
0
My issue began just yesterday. We have three Genies and all three go out at the same time, Sometimes it's just a minute or two, sometimes 10-15 mins, but this last time (the screen I've been looking at now for the past 45 mins simply says "Select a Server and Try Again" - it doesn't work. I have reset the main box which seemed to clear the issue yesterday but today we're right back to the same waiting game. Can someone please help with this???
 

Sammi43

New Member
Aug 13, 2014
3
0
My issue began just yesterday. We have three Genies and all three go out at the same time, Sometimes it's just a minute or two, sometimes 10-15 mins, but this last time (the screen I've been looking at now for the past 45 mins simply says "Select a Server and Try Again" - it doesn't work. I have reset the main box which seemed to clear the issue yesterday but today we're right back to the same waiting game. Can someone please help with this???
I've had the same issues this summer, with it getting worse this past week. The Genie mini in my bedroom restarts itself several times a night while I'm watching it, sometimes the picture comes back on and sometimes it doesn't. I spent half an hour on the phone with Tech Support today with no results. Tech girl referred it to engineers to try to fix remotely? I'm not convinced that will work, so I'm planning on calling back in a couple of days if the problem persists and see if they will just send me a new Genie mini.
 

twizt3dkitty

SatelliteGuys Pro
Pub Member / Supporter
Feb 15, 2009
2,962
207
Pennsylvania, United States
I've had the same issues this summer, with it getting worse this past week. The Genie mini in my bedroom restarts itself several times a night while I'm watching it, sometimes the picture comes back on and sometimes it doesn't. I spent half an hour on the phone with Tech Support today with no results. Tech girl referred it to engineers to try to fix remotely? I'm not convinced that will work, so I'm planning on calling back in a couple of days if the problem persists and see if they will just send me a new Genie mini.
Most of the time this is a wiring issue. Your lines probably need to be replaced.
 

Sammi43

New Member
Aug 13, 2014
3
0
After getting the run around from three different tech support agents, a supervisor sent a tech with a new client box out today. Tech also gave me some new equipment for outside just to be sure (I guess I had some old stuff installed by a third party contractor for Directv, and it may have been overheating) but he thought it was probably just a defective client. Fingers crossed it will keep working. Tech guy was great, but the customer service on the phone was horrible.
 
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