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J

New Member

Saturday, June 13th, 2020 11:18 PM

Closed

freezing picture

 

We have an older activated dvr receiver. Recently, the picture been freezing often. We checked the connections indoors and outdoors and everything is fine.  Could it be we need a new card? If so, how do we get one?

ACE - Expert

 • 

23.1K Messages

5 years ago

The access card wouldn't be a cause of freezing.

 

What model is the box?

Coax finger tight?

Have you done a red button reset and/or pulled power for a minute?

New Member

Model # is   HR23-700

 

Coax is finger tight

 

  red button reset and unplugging for a minute or longer is the only way we get the picture working again

ACE - Expert

 • 

23.1K Messages

If the reset and power cycle only temporarily fix the issue, then that says the box is going out. You will need to call DirecTV for a warranty replacement; $19.95 deliver or covered if you have their optional equipment protection plan. Most likely you'll get an HR24 as long as they have any regular HDDVRs in stock.

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For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
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New Member

Thanks for your help. We’ll call 

 

ACE - Expert

 • 

23.1K Messages

A couple of notes so that there are no surprises.

 

Recordings do not transfer from the DVR as they are encrypted specifically to it. So if freezing is not too often you may wish to catch up on any recordings before the replacement arrives.

 

Agents normally offer an upgrade as an alternative solution. Depends on your setup if this is something to consider or not. Is the HR23 your only box, or do you have others? If so, what are their model numbers? Best to get guidance from other customers, just to be sure you choose the option that is best for your setup.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000, DIRECTV STREAM 1-888-429-4023
www.directv.com 

(AT&T has sold off their share in DirecTV)

Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

 • 

8 Messages

3 days ago

Unfortunately resetting the receiver and resetting the card will not fix this problem. I have been dealing with DirecTV for 6 months now and still no results. The service Tech came out and replaced my old HR23 with a new HR54 and the picture freezing issue is still there. He did say they are having with the CBS feed.

(edited)


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