New receiver - still get Red X

Is this a wireless Receiver, or a wired one?

If wireless:

• does it have a good signal strength? 
• Have you checked the WAP?

If wired:

• how is it wired?
• Have you checked all the connection points between the TV Receiver and the Gateway?

Did you at any point attempt a "whole home reboot?"  Unplugging all of the equipment, then plugging in Gateway first (and letting it boot up), then DVR (same), then WAP (if you have one) then any receivers?

This is the wired receiver - Ethernet.

(I do have a wireless in another room which works fine.)

I have checked all connections. 

I have not done the whole home reboot - because as mentioned, all other UVerse is not affected  ie: computers, other tvs, wi-fi, etc. 

The Red X typically means that the Receiver isn't getting a network connection at all.  It's not getting far enough to talk to the network to see if it's registered to your account, etc. 

If you have a laptop with an Ethernet jack, I would turn off its Wi-Fi and pull the Ethernet cord out of the back of the Receiver and connect it to your laptop and see if the laptop can get to the Internet (or even get a link light). 

• If it can, then that says there's nothing wrong with the connection to the Gateway and maybe you've gotten two bad receivers. 
• If it can not, then something has gone wrong with the Ethernet cabling somewhere or the port on the Gateway; try switching the Ethernet connection on the Gateway to a different yellow port.

Thanks. I'll go try that. I'll update thereafter... 

Cool.  And BTW, you do still sometimes have to do a "whole home reboot" to fix an issue with a single receiver, even when others are working fine.  Probably not with your symptoms, but just to put that out there.

We'll gladly help you fix the red X on your receiver, Rowe444.

We'll be awaiting your response to JefferMC's suggestions, so we can determine what your next steps should be.

Aminah, AT&T Community Specialist

I did the  "whole home reboot" on the new receiver.

Same problem, except now the final screen  not "X 3" it's just "X." 

It restarted with one gear loading, then 2 gears loading, then red X. 

Thanks for the update, Rowe444.

It looks like we need to have a technician come out to see what's causing this. Let’s meet in a Direct Message to get started. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the Forums).

Aminah, AT&T Community Specialist

Thanks for the appointment.

You set and confirmed my Tech appointment for Monday, May 23rd. 

However, I just received a an auto-text from AT&T which states the appointment is Tuesday, May 24th.  Please check & correct. Let me know which it is please. 

When you received the new receiver did you call and have it provisioned? You can’t just plug it in and it works it’s need to be provisioned. 

I don't know what "provisioned" is, nor were there any instructions to do so.  Please explain. 

The box isn’t going to work until you call and have them activate it. 

I called and spoke to customer service (useless) and then was transferred to Tech dept. (*Naomi) - who said the new receiver (swap) does NOT need to be activated and advised that it's probably the system. She said to let the in-person Tech fix it.  

>.>

Tech solved the problem. 

1. My internal AT&T account had not been updated to include the replacement receiver. Apparently, it showed a receiver had been returned, but not replaced. 

2. The tech also replaced 2nd receiver (refurbished)  to a new one, and added it to my account. 

All is well.

Thank YOU for trying to help me! I really appreciate it!