HDVR2 Problem Downloading Channels?

[HeatherA]

I recently sold one of my Direct TiVos on Ebay. The lady that purchased it, emailed me today and said this:

There was a problem with the DirecTV Tivo that I bought from you. I did purchase a new access card for your DVR, but when I tried to have it activated with DirecTV it would not download the channels from the satellite. I am not activating new service with your DVR, I am replacing a DirecTV DVR that I'm not happy with, so I know I receive all the channels through that connection and I have another receiver in another room that I'm not replacing, and it is receiving all the channels just fine. We tried hooking up your DVR in both rooms and it would not download the channels in either room, so the only conculsion the technician could come to was that the problem was with the DVR not the connection.

I haven't used it in nearly two years and stated that we were able to watch shows, delete shows, and set the system back to factory defaults, but were unable to check satellite functions. I did sell the unit AS-IS but am willing to refund the money once I have the TiVo back.

What I'm wondering though, is if anyone here has any ideas that I could pass along to this lady. I told her to check with DirectTV to make sure she had TiVo service on her account since it doesn't sound like she has a TiVo currently. Other than that, I'm kind of at a loss.

Any ideas?

[goony]

I'm not sure what you mean by "download the channels"... do the transponders appear to be fine (i.e. 70 or higher strength) in the setup/test screen? Have them tune in Ch. 490 and then 491 (using the keypad) - do they come in? If so, then you are receiving both even and odd transponders are working.

What about channel 100, 200, 201, etc - the 'barker' channels? They should be able to be tuned even if the box is not subscribed.

Can they tune in channels numerically but just not do channel up/down?

Is the access card inserted wrong?

Is there a chance that the current 'view' is set to "Favorite Channels" and the "Favorite Channel" list is empty? Just last night I setup a new "factory defaults" box and if I recall correctly I found just that scenario.

Have them press GUIDE, then INFO, and have them change the view to ALL CHANNELS or CHANNELS RECEIVED instead of FAVORITES. (I'm not in front of a unit right now and I'm doing this from memory).

Another possiblity: If they answered the "first time setup" questions wrong and input the incorrect type of dish (round instead of oval, etc.) - have them go through that again. During that setup, it should give them a chance (again) to view signal levels of each transponder.

Also ran into this problem last night: I was getting odd transponders but not even ones - I replaced the (single) cable going to "Satellite Input 1" and it fixed the problem! So, it's possible that they might have a bad cable - they should disconnect a working receiver and put the DTivo in its place using the same cable that was working on the other box.

[litzdog911]

Not sure what they mean "it would not download the channels" ....
Once they've activated the DVR with its new access card, it should just work. Can they see any channels? Have them check the free channels, like 100 or 201.

Also, have them check Ch 490, 491, 492, 493 and 494. What on-screen message do they see? If the have a round single LNB dish, the should see a reception message on Ch 490 and 491. If they have a Phase III 3-LNB dish, they should see a message on all 5 channels.

It's certainly possible that a tuner died (are they using one or two?), but it's unlikely. It sounds like some operator error to me.

[goony]

Also, have them check Ch 490, 491, 492, 493 and 494. What on-screen message do they see? If the have a round single LNB dish, the should see a reception message on Ch 490 and 491. If they have a Phase III 3-LNB dish, they should see a message on all 5 channels.Yeah, that's the best "first" thing for them to do. I forgot about 492, 493 and 494 as I have only a round dish.

[HeatherA]

Thanks you guys! I will have her check if she gets back to me. As you can see from her message above, she didn't give me much information. What she did give me sounds like an operation problem to me as well.

If anyone else has any suggestions please let me know. I'll probably forward your notes to her and see if they can check it out on their end.