Remote problems

[aviewer ACE - Wizard]

I believe the problem you are reporting is caused by the phase 3 whole house DVR software over powering the meager computing resources of the u-verse equipment. It seems to get better or worse inexplicably. Oddly, it does seem worse on the DVR. But, so do other interoperability problems.

I swapped the DVR from the most used TV to the least used TV.

Also, instead of looking at the lights on the remote, look at the STB green light for a blink & notice on the screen a button blink or darkening of the picture (guide & menus) - this indicates that the STB has received the IR & is working on the request. Be patient and wait for it to work. If you press the guide button a second time you are canceling it. Any extra button pushes hinder the desired action.

[ladytonya]

The DVR is already on the least used TV, we only have 2 televisions in the house. I just got my system installed last Tuesday so would my equipment have that phase 3 thing, whatever that is?

When we press guide, nothing happens other than those buttons turn green and the light on the receiver blinks. The TV screen does nothing, it's like we're not pressing anything. I read elsewhere here that pressing exit to tv before hitting any other buttons after turning the receiver on has worked for some so I might try that when I get home tonight. 

[aviewer ACE - Wizard]

Yes, I believe everyone has phase 3.
I believe your problem is not the one solved by pressing exit. With that problem nothing works until a reboot. The exit key is not as painful as a reboot.
You say the light on the receiver blinks - This means that the STB has received the signal - as a test wait and see if it finally works.

This must be very frustrating. It seems like something must be wrong with your equipment or network. I have seen the delay. I have seen posts about the delay, but not as bad as yours sounds.

Have you tried shutting all the boxes down & rebooting RG - wait til stabilized - DVR - wait til stabilized - STB.

[Jeannie24]

We have this same problem with all of our remotes.  It's extremely annoying... I had service in on another matter and mentioned it... our tech said he heard of this and they had a fix which was a series of buttons pushes... rather than find out what that was, he gave me 5 new replacement remotes... guess what?  It still happens.  It started with the recent upgrades.  I love the features but the remote issues and the constant loss of signal to the DVR is driving me nuts.

[ladytonya]

Well, exit to tv didn't work. Unplugged the receiver and plugged it back in and after taking FOREVER to reboot it seems to be working now. This is VERY frustrating!  I know that it's a known issue, but come on. How complicated can it be to get a flippin' remote control to work properly!

[Jeannie24]

http://www.att.com/esupport/article.jsp?sid=KB411101#fbid=2xWODs4wZg

Check this out.  From AT&T Uverse

[waltripcrew]

I hope everyone reads this string of posts before they call for service. Tech came out changed out the receiver (lost all recordings). I called the tech back this morning because the box would not communicate with the remote so he  put some kind of grounding for the coaxial cable behind the tv. ( after the reciever  warms up for 15-20 minutes it seems to work fine or maybe wife is  hitting the return to tv button)  When the reciever is turned on it still has the same problem that everyone else is having. If I had only joined this forum sooner I might of been able to keep my recorded programs. The wife is not happy.

[waltripcrew]

Just got off the phone with tier 2. They insist that you always have to hit the att button at the top of the remote to make it work.  Asked why the tech didn't know this and was told some learn faster than others. LOL

[spd2demun ACE - Master]

[aviewer ACE - Wizard]

Just got hit by this out of the blue - stb blinks - no response - press exit - no response - press exit many, many times - no response. Press exit many times rapidly - see something like the guide flash by & it finally starts responding.

[horrorfan47]

I have this problem on both my remotes.   The only thing I've been able to do to get it to work right is to use the remote to turn the TV/DVR off then back on.   That usually fixes it (until the next time).   It's really frustrating.

[texasguy37 ACE - Champion]

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horrorfan47 wrote:

I have this problem on both my remotes.   The only thing I've been able to do to get it to work right is to use the remote to turn the TV/DVR off then back on.   That usually fixes it (until the next time).   It's really frustrating.

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Press the EXIT TO TV button on the U-verse remote, then try the remote functions again.

[evenstephen]

....it has happened again, just now.  When I press "exit to tv" nothing happens.  I've done that 5 times.  My remote won't let me turn the box off.  I went to the box to turn it off---it would not turn off.  I held the power button down for 6 seconds and the box re-programmed(?).  I still did not have tv.  I've re-booted three times and still have no access to my tv.  I'm sure my "recorded programs" have been erased also.  I'm going to call the repair department as we speak.

[texasguy37 ACE - Champion]

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evenstephen wrote:

....it has happened again, just now.  When I press "exit to tv" nothing happens.  I've done that 5 times.  My remote won't let me turn the box off.  I went to the box to turn it off---it would not turn off.  I held the power button down for 6 seconds and the box re-programmed(?).  I still did not have tv.  I've re-booted three times and still have no access to my tv.  I'm sure my "recorded programs" have been erased also.  I'm going to call the repair department as we speak.

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You were not able to power the box off with the remote?  Are you having this issues on all of your U-verse boxes?

[evenstephen]

...no.  Just the main TV in the family room.  I just now got it to turn on again with the console button.  Of course, again, 9 recorded programs were erased.

[texasguy37 ACE - Champion]

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evenstephen wrote:

...no.  Just the main TV in the family room.  I just now got it to turn on again with the console button.  Of course, again, 9 recorded programs were erased.

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If you are having issues with only the one U-verse box, it does not appear that your issue is the same one that is being discussed in this thread.  Rebooting the U-verse DVR should not result in any programs being erased.  You may have a bad DVR that needs to be replaced.

[spd2demun ACE - Master]

Take another look at your recordings--it can take several minutes for the list to repopulate.

Did you try unplugging the box at the back?  Wait 10 seconds, then plug back in and wait for it to restart.

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evenstephen wrote:

...no.  Just the main TV in the family room.  I just now got it to turn on again with the console button.  Of course, again, 9 recorded programs were erased.

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[evenstephen]

I agree.  I've already called the ATT Installer and asked him to bring me a replacement box.  Thanks for trying......

[evenstephen]

......yes.  I just checked again.  All recordings are lost.

[gerobear]

We have the main DVR in our living room, and then the 2 sub DVRs in other rooms.  When this problem occurs, all remotes stop working.  I have to restart the DVR in each room to get the remotes to work.  The remotes will do basic functions like FF or PAUSE or ERASE, but you can't use the guide, menu or on demand buttons.  It is hugely frustrating.  This says to me it is a DVR problem and not a remote problem right?  I can see that the DVR is receiving the signal from the remote, but nothing happens.  I called once, they said they were going to reboot our main router for Uverse service, we got disconnected, the problem went away, but now it is back in a big way.  Last night, I had to reboot the main DVR to watch TV, after I did it, I still could not use the remote.  I like Uverse more than Direct TV or Comcast, but now I am afraid I may have to go back to one of those services so that I can watch TV.  The fact that I am reading this, and it is a known issue, makes me so angry.  I asked specifically if the tech had heard of this problem before and he said no.  I was almost going to ask for a new DVR, but now that I have read this thread, it seems that not even that will help.  They kept telling me they would send me a new remote, and I could not make them understand that clearly, if the problem exists in every room, the remote is not the issue.  Heeeeeeelp.

[texasguy37 ACE - Champion]

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gerobear wrote:

We have the main DVR in our living room, and then the 2 sub DVRs in other rooms.  When this problem occurs, all remotes stop working.  I have to restart the DVR in each room to get the remotes to work.  The remotes will do basic functions like FF or PAUSE or ERASE, but you can't use the guide, menu or on demand buttons.  It is hugely frustrating.  This says to me it is a DVR problem and not a remote problem right?  I can see that the DVR is receiving the signal from the remote, but nothing happens.  I called once, they said they were going to reboot our main router for Uverse service, we got disconnected, the problem went away, but now it is back in a big way.  Last night, I had to reboot the main DVR to watch TV, after I did it, I still could not use the remote.  I like Uverse more than Direct TV or Comcast, but now I am afraid I may have to go back to one of those services so that I can watch TV.  The fact that I am reading this, and it is a known issue, makes me so angry.  I asked specifically if the tech had heard of this problem before and he said no.  I was almost going to ask for a new DVR, but now that I have read this thread, it seems that not even that will help.  They kept telling me they would send me a new remote, and I could not make them understand that clearly, if the problem exists in every room, the remote is not the issue.  Heeeeeeelp.

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When this happens, press the EXIT TO TV button on the U-verse remote and try the remote functions again.  That is the only known issue discussed in this thread.  If this is not your issue, you have a different problem that is not discussed in this thread.

[gerobear]

I believe my issue is the exact issue being discussed here, the DVR does not respond to remote functions unless the DVR is rebooted and replacing the remote is not a solution.  I will take  your suggestion to press the EXIT TO TV button when I get home, but I am not hopeful as I have read other people have tried that and it has not worked.  If you know another thread where this issue is being discussed, then by all means, point me there. Thanks for the advice.

[gerobear]

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holodeck1 wrote:

For over a month maybe more I've had this problem and just spent another 50 frustrating minutes with the ATT support desk trying to explain to them it is not a remote control issue but a problem with the u-verse box. Someone with ATT needs to bring them up to date because they don't have a glue.

Before pulling the power on the DVR I'll try pushing the "Back to TV" button to get this working. Should know in the next couple days.

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Yes, this happened to me.  They claim ignorance, but apparently you can see after reading this thread that many people are having this problem so they know about it and they are clearly not forthcoming.  This is what makes me angry...if they simply said that their latest softward upgrade has issues, and here is how you can fix it until we deal with it, I can live with that....but no, they have to pretend they know nothing about it.  I am going to try the Exit to TV solution when I get home.  I can't wait to see if it works.

[texasguy37 ACE - Champion]

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gerobear wrote:

I believe my issue is the exact issue being discussed here, the DVR does not respond to remote functions unless the DVR is rebooted and replacing the remote is not a solution.  I will take  your suggestion to press the EXIT TO TV button when I get home, but I am not hopeful as I have read other people have tried that and it has not worked.  If you know another thread where this issue is being discussed, then by all means, point me there. Thanks for the advice.

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If your issue is the same that is discussed in this thread, the workaround of pressing the EXIT TO TV button to resolved the issue is mentioned several time throughout the thread.

There are other threads on the forum that discuss issues with the DVR that do not relate to the the issue requiring pressing the EXIT TO TV button to resolve.

[jrs442]

I have a new problem that has just started in the last month or so.  When tv is turned the remote wont turn channels or adjust sound.  When this happens, no lights show when buttons are pushed.  If I push the tv button, the remote still will not work unless I turn the tv off and then back on.  Annoying.  Anyone have a similar issue or solution?

[texasguy37 ACE - Champion]

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jrs442 wrote:

I have a new problem that has just started in the last month or so.  When tv is turned the remote wont turn channels or adjust sound.  When this happens, no lights show when buttons are pushed.  If I push the tv button, the remote still will not work unless I turn the tv off and then back on.  Annoying.  Anyone have a similar issue or solution?

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When this happens, press the EXIT TO TV button and try the remote functions again.  It is a known issue.

[Podge]

I have the same problem.  Chatted with customer support and they reset the signal.  Whatever that means.  Just had the same problem again.  Maybe tech support could monitor these forums???

[1001simon]

I have also been having this problem for the last month or so! I'm so frustrated with Uverse right now and reading this makes me angry, too. At least 4 times each week, my remote button pushes don't result in any action! I can see the receiver box (green power button light) is receiving a signal from my remote - but nothing happens. To fix it - I have to turn off my box/TV, then turn it on again. FRUSTRATING! When this happens with 1 TV, it happens to all 4 throughout the house. Each one has to be cycled OFF/ON to work again.

[texasguy37 ACE - Champion]

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1001simon wrote:

I have also been having this problem for the last month or so! I'm so frustrated with Uverse right now and reading this makes me angry, too. At least 4 times each week, my remote button pushes don't result in any action! I can see the receiver box (green power button light) is receiving a signal from my remote - but nothing happens. To fix it - I have to turn off my box/TV, then turn it on again. FRUSTRATING! When this happens with 1 TV, it happens to all 4 throughout the house. Each one has to be cycled OFF/ON to work again.

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Read the entire thread and you see a solution.

[1001simon]

Yes, I read the "solution" to push the EXIT TO TV button. But, it is still an issue -- a KNOWN issue -- and is just 1 of the issues that make Uverse frustrating for me. Why do I have to take action on this issue - why doesn't AT&T fix it?