Voyager
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4 Messages
HR54 hard-wired connection issue
Since around 2018, I've had an HR54 hard-wired to a router. A few months ago, it lost the connection and refuses to reconnect, wired or wireless. DIRECTV technician replaced the unit today with another HR54 and he could not get the new unit to connect. We tried connecting directly to the router, multiple ports on multiple switches and get the same result. Each one of the ports we tried was tested for connectivity on a PC. The PC had no issues. He said it was my equipment was at fault and left.
FYI, sat signal strength was 95-99 on all of the channels. We never have an issue there, just on-demand.
The router and switches were professional installed in late 2015 and have been untouched since. In June I changed modems from an Arris TM822 to an Arris S33 to allow for faster speeds. I can't link the timing of that upgrade to the issue.
The Arris S33 modem that shows 59 active devices and after testing a number of them, I could not find any device with an issue. I used Arris Surfboard Central to look at the modem details and can't find any configuration to change.
I'm baffled as to how the HR54 could be the only device to have an issue. I'm at a loss as to what to try next.
Suggestions?
DIRECTVhelp
Community Support
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254.4K Messages
11 months ago
We're sorry that you have trouble connecting the HR54 to a router. Normally, HR-54 receiver have a built-in Wi-Fi, so it should connect wirelessly. Did it happen when you change modem? Did you already try to contact your internet service provider?
Here are the steps to connect your Genie receiver to internet; https://www.directv.com/support/article/000087201 Let me know how it goes. Bai, DIRECTV Community Specialist
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wdonnelly
Voyager
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4 Messages
11 months ago
I appreciate the reply but as I indicated, a Directv technician was at my house today going through these exact steps. It is not connecting.
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DIRECTVhelp
Community Support
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254.4K Messages
11 months ago
Thanks for the information. Let's meet in DM for further assistance. Bai, DIRECTV Community Specialist
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shannon02
ACE - Expert
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20.6K Messages
11 months ago
Your routers anti virus or Firewall maybe causing this or the correct ports aren't open.
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wdonnelly
Voyager
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4 Messages
11 months ago
Thank you. The prior HR54 had been running with no issues since 2018. The router does not have anti-virus software. To the best of my knowledge, there have been no changes to the router or switches for over 6 years. I know how to access the devices but realize I do not have the knowledge to properly change those settings. The models I have are no longer made.
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shannon02
ACE - Expert
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20.6K Messages
11 months ago
You changed the router in June so that may have started the problem.
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wdonnelly
Voyager
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4 Messages
11 months ago
I changed the modem, not the router. The S33 is a modem only unless I completely missed something. The S33 is DOCSIS 3.1 compatible which I needed for the gigabyte speed.
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DIRECTVhelp
Community Support
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254.4K Messages
11 months ago
Thanks for that information @Shannon02. You can contact your internet service provider to check if there's a Firewall restriction that's causing this problem. If you need further assistance, you may respond to our direct message. Bai, DIRECTV Community Specialist
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shannon02
ACE - Expert
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20.6K Messages
11 months ago
The modems anti virus or firewall then.
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goldw1800
ACE - Professor
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2K Messages
11 months ago
Just for FUN -Connect a Lan Cable to the Hr54 --Then Using your remote --Menu-Search -(TYPE) CLEARMYBOX - Then Press Search -Then Search all-The Receiver will reboot --when your TV picture has returned, try to connect to the internet. (note) after the reboot it will take 24 -48 hours for the full 14-day guide to re-populate fully.
(edited)
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