Thread: Diagnostic / Error Codes & Solutions

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10-28-09, 06:17 PM #1 | Link Diagnostic / Error Codes & Solutions

RobertE
Cutting Edge: ECHELON '09

Starting with the 0x34c software release for the HR2x, several diagnostic / error codes were introduced that appear either after the "Welcome" & "Almost There" screens and/or under the "System Test" screen. Below you will find a partial listing of those codes, the error and the possible resolution.
Error Issue Code 10 Receiver Error Detected 11 12 13 Resolution Replace Receiver.

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Receiver Error Detected Replace Receiver. Problem with the Network Tuner (possible Contact Customer Service. problem inside the box). Access Card Issue On Screen Text: Internal Storage Error Detected. A problem was detected reading your internal storage device. Please call Customer Service at 1-800-DIRECTV and report the diagnostic code displayed below. Diagnostic Code: 14 On Screen Text: Internal Storage Error Detected. A problem was detected reading your internal storage device. Please call Customer Service at 1-800-DIRECTV and report the diagnostic code displayed below. Diagnostic Code: 15 Satellite tuner 2 issue . Contact Customer Service. What to do: Select "Reboot" to reset Receiver. If still a problem: Do NOT try to reformat from the front panel. Replace Receiver. What to do: Select "Reboot" to reset Receiver. If still a problem: Do NOT try to reformat from the front panel. Replace Receiver. Troubleshoot cause of no/low signal on Tuner 2

14

15

40 41

Guide data failure. Possible distribution Troubleshoot cause of problem, incorrect ODU selection or signal low/no signal. blockage to one or more satellite locations Guide data failure. Possible distribution problem, incorrect ODU selection or signal blockage to one or more satellite locations Installation Verification Failure. Caused by low signal or distribution problem. Troubleshoot cause of low/no signal. Troubleshoot cause of low signal.

42 43 44

45

46

Installation Verification Failure. Caused by Troubleshoot cause of low low signal or distribution problem. signal. Possible distribution problem, incorrect ODU Guide data Issue No guide data received selection or signal blockage in over 24 hours to one or more satellite locations. Guide data Issue No guide data received Possible distribution in over 1 hour problem, incorrect ODU

selection or signal blockage to one or more satellite locations. 70 Troubleshoot Box is networked but no Internet detected. network/internet connection. Troubleshoot Box is networked but no Internet detected. network/internet connection. No phone line detected No phone line detected Dish alignment test not ran during installation verification. On Screen Text: External Storage Error Detected a problem was detected reading your external storage device. Please unplug or remove your external storage device, reboot your receiver and rerun the test. If that doesnt work, then please call Customer Service at 1-800-DIRECTV and report the diagnostic code displayed below. Diagnostic Code: 75 No phone line detected Troubleshoot phone connection. Troubleshoot phone connection. N/A

71 72 73 74

75

What to do: Remove External Hard Drive and retest. Do NOT replace Receiver.

76

Troubleshoot phone connection.

Thanks to DirecTv, Litzdog911 & others for providing this data.

Last edited by RobertE; 10-30-09 at 10:32 PM..

RobertE
Cutting Edge: ECHELON '09 Thread Starter

On Screen Display 711 721 722

Issue Access Card Is Not Active Service Isn't Authorized Service Expired RID Pairing Not Received RID Pairing Will Fail Wrong or Missing RID Number

Resolution Customer Service (CS) needs to activate. CS needs to authorize. Can also indicate a blackout condition (sports programming) IRD was unplugged for an extended period, reconnect IRD & have CS reauthorize. Verify RID and card information on TV screen & have CS reauthorize. CS needs to reauthorize. Verify RID from TV screen & have CS reauthorize.

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724 725 726

727

Have CS verify address and resend authorizations. If Program Not still not available have CS check for Blackouts or Available in FCC Viewing Restrictions. For Ext 731-743: IPPV is Your Area an option; it may not be available for all customers depending on the quality and capacity of their phone

lines. For customer who cannot use IPPV they have 3 other options: 1. Go to DIRECTV.com (Transaction Fee $0). 2. Call the IVR (Transaction Fee $1.50) @ 800-531-5000. 3. Speak to a customer service rep (Transaction Fee $5.00) @ 800-531-5000. For more information go to http://www.directv.com/DTVAPP/see/PPV_howto.dsp Run IRD system test to make sure phone is OK. If not OK, troubleshoot phone line. If OK, have CS Access Card force a callback (est. time approx. 2 minutes). If a Full forced callback does not succeed see above reminder: For Ext 731-743. IRD needs to call to download PPV information. Once IPPV it is downloaded the limit will be once again Purchase available. Follow procedure for 731- Access Card Limit Full Limits are to protect the customer as well as Reached assure DIRECTV is able to collect on purchase. DIRECTV server shut down IPPV option because IRD IPPV is not calling back; it cannot be turned back on until Ordering IRD can make a successful call. Follow procedure for Disabled 731- Access Card Full. Some data did not make it successfully from the Unable to satellite to the IRD. CS must check setting and limits Request IPPV on account and resend authorizations.

731

732

733

734

IPPV (Interactive Pay Per View) has been IRD will need to be connected to an active phone 736 disabled due line to clear. to STB not successfully completely a callback. Conflict between your current billing information and PPV Data authorized services. PPV event, day and time needs 741/742/743 was Missing to be escalated by CS to the DIRECTV Support Center; resolution is normally 1 business day. Loss of IRD is not getting authorization. Need to reset IRD 744 Programming and check for new OSD. 745 Access Card Access card has had temporary problem processing or Reader data. Reset IRD. If problem continues IRD and/or may be access card may need to be replaced. Defective Possible Data IRD had a temporary problem processing data. Corruption Reset IRD. Unable to Complete OSD when ordering or Have CS resend authorizations, then reset IRD Only viewing PPV. on NDS IRDs such as D10s, H20s, R15s. OSD says "Unable to complete this transaction."

746

747

749 750

752

Mutiswitch Problem Service Not Active Information Update Error IRD cannot accept a software download or new data updates with the current access card. OSD may appear when access cards are being repaired with IRDs. Insert Your Card or MRR Service Insert Valid Card or MRR Service

Troubshoot multiswitch. Customer needs to have HD access to be able to view OTA channels.

Follow these steps: 1) Have CS resend authorization 2) Reset IRD 3) Have CS send replacement card.

761

Access card isnt all the way in the IRD. Remove & reinsert card.

762

763

IRD & access card are not communicating 1) Remove & reinsert Card. 2) Reset Without Access Card 3) Test Card vs. IRD. Access card is an older version (period) card. 1) Have CS order new card or activate replacement card 2) If card replaced, have CS resend Access Card authorizations 3) If OSD continues, reset IRD 4) Expired Replace IRD. When troubleshooting this issue tune to channel 377 to verify if programming has returned. Wrong Access Card Inserted Access card in IRD does not match what is listed with authorization system. Please insert your new access card. Searching for Satellite Replace Receiver Selfdiagnostic OSD Have CS verify & update information. Have CS reauthorize and then reset IRD. If OSD continues, note the following: 1) account information (customer name, account number, telephone number) 2) access card number 3) IRD serial number 4) RID number 5) Have CS supervisor escalate to DIRECTV Support Center. Note: resolution is normally 1 business day.

764

765 771

Insert new access card. Main Check: 1) Peaking 2) Line of sight 3) Connections 4)Distribution system 5) Hardware OSD says Receiver needs to be replaced. It may NOT need to be replaced. Perform a Factory Default through the IRD menu. Only on D10s.

799