Blue Screen of Death

[gasher141]

We were among the very first Uverse customers in the Houston
area three years ago.

We have enjoyed excellent service until recently.

For the past few months, we get the “blue screen of death”
several times an hour, day and night.

The blue screen tells us the television service has been
interrupted and lists several options to resolve the issue.  But the resolution is always the same – wait a
minute to several minutes and the TV service is restored.

These interruptions have gotten more frequent over time and
affect both live programs and DVR recordings.

After several unsuccessful attempts to contact AT&T
through the web site, I was finally able to ‘chat’ with AT&T a couple of
weeks ago.  The person I chatted with
expressed sympathy and assured me a technician would be dispatched to check out
the problem.

To this point in time, no technical person has contacted me,
and I have no idea if anyone is coming or not.

Has anyone else been experiencing similar problems?

Frustrated in Tomball

[texasguy37 ACE - Champion]

Please check  to make sure that all of your connections for your cables are tight (wall, DR, TV).  Also, can you download and install SomeJoe's tool at the link below?

http://www.uverserealtime.com/

Once you install the tool, please post screenshots of the following tabs: IP/Profile, Error Table, Bitloading, & Coax/HPNA.

We can take a look at the screenshots to see if there appears to be any issues with your system.

[spd2demun ACE - Master]

Curious if the OP got this resolved--I'm now in the same boat (Houston).

[RCSMG ACE - Master]

ATT fixing bugs in the new upgrade and this is one of the resulting affects?

[gasher141]

I installed the suggested software to track the errors and am quite impressed with all the data that is available about the system.

I checked all my cable connections as was suggested, and everything is fine.

But I am still getting interrupted service, which the software dutifully tracks and shows the exact moment in time when each interruption occurs.  However, there is no resolution to the problem.

Still frustrated in Tomball

[gasher141]

Yes, this bug is very frustrating.

We jumped on the chance to move to Uverse as soon as it was announced that Road Runner was changing to Comcast.

We had been Comcast customers in Michigan and never had a technical issue, but we had a lot of grief with their billing department.  We paid the bill monthly by computer and had valid receipts that payment was made, but Comcast would frequently cut the service with a claim that the payment had not been made and then demand payment again before reconnecting the service.  This happened 3 times in 4 years.

As soon as my wife heard the news about Road Runner and Comcast, she announced that if there was no alternative to Comcast, we were going back to rabbit ears.  And sure enough, the month the switch was made, we had made a payment to Road Runner, and Comcast shut off our service with a claim of no payment.  We gathered up all the boxes and cables and headed to the nearest Comcast office.  Amazingly, we had to wait in line behind a dozen other people with the same issue.

Uverse had just become available in our neighborhood; we made the switch; and we have been very happy until recently.

But, if I cannot get AT&T to resolve this Uverse issue, then it might be back to rabbit ears for me because my wife will never again put up with the Comcast billing department - regardless of whatever new name they are calling themselves these days.

Still frustrated in Tomball

[spd2demun ACE - Master]

How did you know?

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RCSMG wrote:

ATT fixing bugs in the new upgrade and this is one of the resulting affects?

---

That's the story I got...some people are being affected; aren't I lucky! 

Ever since Phase 3, we've been seeing a self-help blue screen pop up (different times, different TVs, none all at once).  It basically says the box has lost sync, BUT the green link/sync light stays lit.

If this happens to others, I hope they DO NOT follow the advice on the screen or they'll be in for unnecessary headaches.  Bet this is what you've been seeing, too?

I've done all the tests, even DR'd, no sync/Client Initialization Error...DVR death.

I'm going to request a new DVR.

--gasher, have you tried requesting a new box?

[Uniblurb3 ACE - Guru]

Sorry for your problems Spd.

Hope you are able to get your DVR replaced and ask for the one with the huge hard drive! Sorry, just had to say that.

[spd2demun ACE - Master]

Don't worry, I will--I'll ask for a black one while I'm at it--fat chance!

Real bummer with no DVR, means no trick play.

[gasher141]

Yes, this is exactly the screen that I am seeing.  I have not requested a new box, but that will next on my list.

[Uniblurb3 ACE - Guru]

It seems like every time you have a tech come out they are fresh out of the larger HDD DVR's. Kind of like the "yummy man" being out of ice cream. LOL, but sad.

When my 1st one went out (on 3rd) I told TS ahead of time I deserve the larger memory one since I'm paying so much and have their highest HDTV package. Kind of "drilled this home" a few times but was nice about it. Maybe this helped, and ended up on the work order, because the tech did install the DVR I wanted. I probably mentioned this before.

Then when the 2nd one went out it was automatic to replace it with the larger one since no way I way going backwards.

Good luck.

BTW, believe all the electrical storms we've been having here lately could also be wrecking havoc on my electronic equipment. Even with a surge protector behind my electric meter and having the Tripp Lite Isobar's don't think there's anything else I can do when all the lights/equipment dims/blinks for a second. UV has been acting a little quirky and should hard reboot everything.

Also wonder about the power company being under so much stress from the high AC use/power consumption. Could also be causing electrical drops/surges.

I wouldn't doubt the power company is shutting down my electric hot water tank via the satellite control they installed. They paid $300 for new tank 11 years ago (of course rebate program no longer offered) and I get $1.25/month off on my bill for letting them control the tank. They sure don't shut it down often though and probably wouldn't even notice in this hot weather.

Sorry for going off-topic.

[RCSMG ACE - Master]

I hope the Blue SOD is not a regional problem that could touch us all. 

[spd2demun ACE - Master]

So, not everyone has seen that screen?

[Uniblurb3 ACE - Guru]

I've never seen the BSoD, especially with prompts, even when DVR's have failed or had other problems. Believe the DVR's would just never load with the dots on the screen or even an orange screen when not loading/connecting. If it was blue there were never steps/prompts listed to check for problems.

[SomeJoe7777 ACE - Geek]

Guys, this screen appears if the DVR/STB is tuned to a channel but the multicast feed stops for whatever reason. This is new to phase 3. Previously, in phase 2 and prior, if the multicast feed stops the DVR/STB would just show a frozen picture, or sometimes a black screen.

You can induce this screen if you want to see what it looks like. Tune to any channel, and then wait about 1 minute for the DVR/STB to join the multicast feed. After that, unplug the Ethernet connection from the back of the unit (if it's connected via Ethernet) or unplug the coax connection from the back of the unit (if it's connected via coax). The screen will appear. Plug the connection back in (make sure to tighten it with a wrench 1/8 turn past hand-tight for coax) and the screen will go away and the picture will come back.

One thing that this screen usually means is that there's nothing wrong with the DVR/STB itself. The problem is almost always the cabling or something else upstream.

You can also induce this screen by rebooting the RG while watching TV.

[spd2demun ACE - Master]

Well, I just got my new DVR and the screen came up again (lost green light--TV and Internet).

And again, TS giving out incorrect info?

BTW, new DVR is acting as a regular STB; no recording or trick play, not even the usual pause/rewind features.  Really steamed about now!

[texasguy37 ACE - Champion]

What new DVR do you have?

[spd2demun ACE - Master]

Replacement Moto 1225--no new black Cisco, LOL!

[texasguy37 ACE - Champion]

I was hoping that you had the much talked about VIP2250 with the 500 GB hard drive.

[spd2demun ACE - Master]

You're forgetting that I live in Houston?

Apparently, there is further activation required, a G2 policy edit.  I was wondering how this would work, if it would be totally provisioned to my account; now I know.

So, all is good for now--if the blue screen error pops back up again, you'll be seeing my post.

Back to the OP, highly recommend you get them to replace your DVR.

[RCSMG ACE - Master]

I don't think I will try to induce the BSoD.  I don't want to give my dvr any new ideas.  I already get the already talked about error messages from the dvr.

Hey Spd, if you keep running into problems getting your dvr issue resolved click on the hyperlink in my sig.

But seriously sorry to know you are having equipment problem.  I hope they get resolved quickly.

[spd2demun ACE - Master]

Thanks, but I'm all fixed now--there was some provisioning that had to be done over the phone.  My guess is it's a safety check to make sure the DVR landed at the correct address/account.

[RCSMG ACE - Master]

Cool.

[Uniblurb3 ACE - Guru]

Thanks for the info SJ. I kind of figured the blue screen w/prompts may be new with Phase 3 since I've never seen it before.

Glad you're up and running Spd with a newer DVR. While you didn't get the one with the 500 GB hard drive at least you got one with a larger hard drive than the one you had. Same one I have too (Moto 1225). When you said you wanted the black one I figured you meant the remote. LOL.

[spd2demun ACE - Master]

  Well, I have the black RF!

And my new replacement did not come with a remote.

[Uniblurb3 ACE - Guru]

I thought so and probably why the tech didn't give you a new one. You gotta' hide those things.

I've gotten a new remote with all 3 DVR's I've received and the tech even gave me an extra last time. He said, "I hand these things out like candy because they always go bad". But this ain't Houston either. LOL.

[oufanindallas]

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Uniblurb3 wrote:

I thought so and probably why the tech didn't give you a new one. You gotta' hide those things.

I've gotten a new remote with all 3 DVR's I've received and the tech even gave me an extra last time. He said, "I hand these things out like candy because they always go bad". But this ain't Houston either. LOL.

---

Maybe I shouldn't jinx myself, but I'm on the same remotes that I started with.  Over a year now.  When should I expect it to go out?

[Uniblurb3 ACE - Guru]

---

oufanindallas wrote:

---

Uniblurb3 wrote:

I thought so and probably why the tech didn't give you a new one. You gotta' hide those things.

I've gotten a new remote with all 3 DVR's I've received and the tech even gave me an extra last time. He said, "I hand these things out like candy because they always go bad". But this ain't Houston either. LOL.

---

Maybe I shouldn't jinx myself, but I'm on the same remotes that I started with.  Over a year now.  When should I expect it to go out?

---

Depends on how much you use the volume button because that's usually the 1st, and sometimes only, thing to go out. Tech said the same thing. Maybe I should wear out the mute button instead of turning the volume down when the louder obnoxious commercials come on, the phone rings or the wife is trying to talk to me. Or maybe I need a little volume.

[spd2demun ACE - Master]

...this ain't Houston either...LOL, no truer words were spoken!

Maybe they've stopped handing them out like candy, costing them some cash?  Maybe they keep some kind of records and see that they sent 2 replacements earlier?

The instructions did say to NOT return the remote.

[RCSMG ACE - Master]

Somehow the last time I requested remotes I got sent a total of 4 remotes.  Two at two different times.  I figured I would just keep them in the event that another one goes out.  They were giving them out pretty fast, wouldn't be surprising if they alter their procedure for sending out replacement remotes.