Problem with DishAnywhere at certain location (1 Viewer)

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BradleyD

SatelliteGuys Guru
Sep 10, 2013
120
42
Knoxville, TN
dish1.jpg This message is for the Dish employees here or anyone else that can help. Sorry for the length.

I have had an issue with DishAnywhere that began with the new layout update a few weeks ago. I have been very busy at work and am now getting to ask the forum about it. I did contact Dish a few weeks ago and ran tests while on the phone which can replicate the matter. The first and second level techs were nice and the second level did say she would send a report, but I still have the issue.

I tested in the location with a desktop and a laptop. Both connect to the internet and surf quite well except for the problem with DishAnywhere (more detail on what does and does not work shortly).

At my house, I can use DishAnywhere fine whether I use my Comcast cable connection or disconnect from that network and connect my laptop to my iPhone and using it as a modem through Verizon. It works fine.

I visit my mother often as she is older. While doing so, I like to watch DishAnywhere. As noted earlier, I tested this on the laptop and the desktop.

First, the streaming aspect works on both in DA when you click the streaming toggle on. The streaming channels work just fine. However, when going to the guide and clicking on a live program or going into the DVR section the following happens:

The black window comes up and it says connection and shows the animated icon. Then one or both of the following happens:

The picture attached comes up with the error.

If the reconnect button is clicked, the connecting icon will come up again and then the black screen area where the picture should come on goes black and there is no picture. If I move the mouse pointer into the area the 2 buttons that are in the top left and right corners do appear, but still no picture. Sometimes, the error does not come up, just the black screen issue.

I have done this multiple times and can replicate the problem on the pc at my mother's home by making a VNC connection from wherever I am and trying to get the picture.

While I was there I made attempts with both the desktop and laptop (not connected to DA at the same time as I would close the browser on whichever device I was not testing with). This was through her att internet connection.

However, as described previously, I can connect my iPhone to both (one at a time) with its usb lightning cable and take whichever pc I am using off the att network and connect and receive the picture through Verizon with no problem. To be clear, I would do this one at a time (no trying to connect more than one device at a time which will not work as DA is a one connection at a time setup).

Some notes:

Both the desktop and the laptop do just fine surfing. There are no connection issues except for trying to watch live tv or DVR through DA. As soon as the device is taken off the local network/att connection and put on Verizon, it works on both devices.

There is not some sort of blocking being done by DA or att. I know this because if I take my iPhone and connect to DA with the iOS app using the localnetwork/att connection (wireless in house to att modem/router in this case), STREAMING LIVE FROM THE GUIDE AND DVR WORK JUST FINE.

When it does NOT work on the laptop or desktop, I can see that data is NOT being transmitted through the att modem/router.

This is similar to to a problem that I commented upon in this forum a while back. It was a bit different in that if I connected from my iphone to DA with Verizon, it would not work, but if I connected at home through my Comcast or made a vpn connection with my iphone through Verizon to my home network (Comcast), I would be able to watch tv/dvr. Dish fixed that a not too long afterwards.

The link to that thread is here: https://www.satelliteguys.us/xen/threads/issue-with-dishanywhere-on-phone.380949/#post-4337901

and another one here: Dish anywhere - receiver connection lost, please try again later

Some comments in that thread made a point that a configuration (ip, etc., who knows) on the Dish side for iphones or perhaps other phones) was likely causing the problem and I think womething like this is probably the case for this problem. A iOS app update fixed it. It only affected some connections in that case and was evidently not for all phones or whatever devices. I think this problem is similar.

I would like to have some help from some of the Dish employees here to fix this problem. I can test this as long as I have an internet connection no matter where I am because I can use vnc to access that computer or if I am there, I can use that pc or my laptop.

I do not want to sound like a super computer/network person here, but I know how to build pcs and networks and troubleshoot them. I have done so for years as a hobby, working in tech support for pc/network issues, and now in a small business. There is not a problem with any of the devices or internet connection issues.

Because of the change to the DA site, google chrome has to be used (although Vivaldi works also). A brand new installation of chrome (no extensions, just plain) was put on the desktop (I already had it on my laptop). The results were the same on both (works through Verizon and not through att uverse, BUT iphone through att uverse works.

I have the ip for the att connection which I can provide someone on the Dish team if necessary. Restarting the att modem/router did nothing...still no desktop or laptop for "live" Dish or dvr, but iphone through the local att connection worked just fine.

I would like to get this corrected as I like to watch DA when I am at my mother's and watching it on the big screen desktop is even better.
 
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eddie willers

SatelliteGuys Pro
Sep 15, 2003
1,229
1,147
Braselton, Ga.
The biggest problem I am having with the new Dish Anywhere, is that it frequently shows the Hopper as "Offline" and the reconnect button does nothing. I have to reboot the Hopper to get it going. Maybe the problem is that your Hopper at home needs to be rebooted.
 

eddie willers

SatelliteGuys Pro
Sep 15, 2003
1,229
1,147
Braselton, Ga.
I reboot it some, but it reboots at around 5:30 AM every day.
I posted on the other thread (again,,,sorry) This is what I discovered:

BTW. I just tried again and got the "receiver offline". So THIS time I tried logging out of Dish Anywhere and immediately logging back in. That worked! I'm guessing that is like clearing your cache.
 

Bobby

Publican
Supporting Founder
Lifetime Supporter
Sep 7, 2003
62,239
15,085
Rohnert Park, CA
The biggest problem I am having with the new Dish Anywhere, is that it frequently shows the Hopper as "Offline" and the reconnect button does nothing. I have to reboot the Hopper to get it going. Maybe the problem is that your Hopper at home needs to be rebooted.
I see that a lot as well. I simply log out of DishAnywhere and then log back in. It fixes it 90% of the time.
 
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BradleyD

SatelliteGuys Guru
Sep 10, 2013
120
42
Knoxville, TN
Did not work. I cleared cache after logging out on google chrome. I am not getting the error message which I attached to my first post. It is now giving me the Connecting to your receiver message then the Starting Stream message (second part of my description above) and then going black as described. This is what has been happening for a few days now. The guide and buttons below and menu at the top still shows as always. Just a black area where the picture should be.

I also went ahead and did the same thing using Vivaldi just to check. Same problem.

I am very confident that this is not a network or pc issue on her side or mine at home. I just easily got to DA at my house on my laptop using comcast and then on my iphone using Verizon. The H3 is not being blocked on my end.
 

DISH Support

OFFICIAL DISH SUPPORT
Staff member
DISH DIRT TEAM!
Jun 6, 2019
667
653
View attachment 140480 I would like to get this corrected as I like to watch DA when I am at my mother's and watching it on the big screen desktop is even better.

Hey Bradley! So I looked over my information related to this error code, and it looks like our engineers are also looking into it; in our tool where we submit issues to them they said "we believe this could be firewall related, but we need to know more network info". I can't submit it here through the forum, but if you chat in with us we can let them know the information you have for us about this! You can reach our Chat team here: Direct Chat

- Phoenix
 

BradleyD

SatelliteGuys Guru
Sep 10, 2013
120
42
Knoxville, TN
Will do that tomorrow. Thanks for looking at it.


Just one more bit of info. There was no problem before the format change on DA. I used Firefox on both my laptop and the desktop with no problems at all forever and there have been no firewall changes on my end in any location.
 

BradleyD

SatelliteGuys Guru
Sep 10, 2013
120
42
Knoxville, TN
I went to the Dish chat at the link above and went over the issue. They told me to contact Dish and ask for Broadband specialist. I am not at the specific location so I told them that I would do it late next week. I can access basically everything from anywhere I am, but I will wait in case I need to unplug a modem there or something.

Hopefully, a fix can be had. I will update progress then.
 

eddie willers

SatelliteGuys Pro
Sep 15, 2003
1,229
1,147
Braselton, Ga.
I went to the Dish chat at the link above and went over the issue. They told me to contact Dish and ask for Broadband specialist. I am not at the specific location so I told them that I would do it late next week. I can access basically everything from anywhere I am, but I will wait in case I need to unplug a modem there or something.

Hopefully, a fix can be had. I will update progress then.
Thanks for the update.
 

BradleyD

SatelliteGuys Guru
Sep 10, 2013
120
42
Knoxville, TN
SOLVED

It has been a while since I posted this, but I got DishAnywhere to work at the location with ATT (my mother's house). I had tried several times, but today when I tried again, it worked on the PC and my laptop. I had called Dish and talked to the internet group that handles dishanywhere issues. The lady had told me that some modems provided by att did have issues with DA. It seemed that my mother's was one of the modems. I had left it alone for some time as we are switching her over to comcast because att just increased prices and they are way to high. I can her on comcast at half price and even after the year discount, it will still be significantly lower unless comcast jacks prices up about double.

Dish or att must have fixed something on their end although I do not know when. att did not update the modem and the browsers on both machines have been kept up to date throughout. However, I can't say for sure which one fixed it since I do not think that all Dish / att internet customers were having this problem and I don't think it was a chrome issue or people would have reported problems from the beginning.
 
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