All Recordings Gone - Strange Green Stripe

[shadocat42]

We went to watch a few programs this evening from the main DVR (3 total) and were told there were no recorded programs. We frequently have that issue with our secondary boxes so we did the usual trick of resetting (holding the power button). When the box finally came back it still showed no recordings. We gave it time and then decided to unplug the box for 30 seconds. It still showed no recordings. However, there is now a large green stripe in the middle of the screen. I know for sure it is the DVR because every other signal is clear. This stripe is not showing up with our other two units. To further complicate matters, I realized that two shows should have started recording and had not. The red light was not on and obviously, nothing was displayed under recordings. I tried to manually start recording these shows but it told me that they were already recording. Does anyone know what could have happened? I watched a recorded program a few hours ago and everything was there (around 100 programs). I can assure you that no one has accidentally deleted everything. Yes, I realize I will probably have to call at&t... you know when I have 2 hours to spare. Even if everything begins working well from here on out, I don't want to run the risk of suddenly losing everything again. And finally, is there any hope of getting my recordings back? We had a lot there. We don't watch TV live and record everything to watch on the weekends. Thanks!

[texasguy37 ACE - Expert]

Sounds like your DVR has an issue.  I would suggest calling Technical Support at the number shown in my signature.

[shadocat42]

Thanks! I called and never was able to get through to anyone. Apparently they are experiencing very high call volumes right now. The automated system ran a test on the line and said a technician needed to come out. Hopefully they'll be able to address the issues. I have a feeling that my shows are gone for good though. :-(

[geminishaggy]

I am a premise technician for at&t. There is a solution you can try yourself and there is no risk involved if you don't mind losing your recordings and/or if you cannot access your recordings anyways. It is called a "disaster recovery".

It is performed simply by pressing and holding down the "ok" and "down" buttons on the problematic receiver. While holding these two buttons, unplug the receiver and count to 10. While still holding these two buttons, plug the receiver back in. When the 3 lights on the front of the receiver (green link, blue HD and red record) blink 3 times, you have succesfully performed the disaster recovery and may met go of.the buttons.

You should now see a gear on the screen and a progress bar should start progressing assuming you have link to the Residential Gateway (RG). Let the receiver run its course and this should fix any problem you are having with the receiver assuming the problem is not physical (for example the hard drive is defective)

WARNING: PERFORMING THIS ACTION WILL ERASE ANY RECORDINGS YOU HAVE ON THE DVR IF, AND ONLY IF, YOU PERFORM THIS ACTION ON THE DVR BOX. IF YOU PERFORM THIS ACTION ON ANY RECEIVER THAT IS OTHER THAN THE DVR, YOU WILL BOT LOSE YOUR RECORDINGS.