Get the most out of your DIRECTV DVR & Receivers
Regardless of whether you have the Genie DVR, Genie Mini & Wireless Genie Mini or a non-Genie receiver, the DIRECTV DVR and Receiver is your gateway to a world of entertainment – allowing you to record, store, rewind and watch your favorite shows.
If you do run into an error with your equipment, the information here should help you get back on track. In addition, if you need to send equipment back we can help you through that process.
Let's take a look at your equipment...
Troubleshoot you DVR and Receiver
If your receiver doesn’t turn on, try these tips to get it working again.
If you need help fixing error messages or loading the DVR playlist, try these tips to troubleshoot your Genie HD DVR
If the picture on your TV is unclear, or the screen is black or grey, it could be an interrupted or poor signal. Follow these steps to check your DIRECTV Wireless Genie Mini.
When to refresh & when to restart
Many issues can be fixed by refreshing and reauthorizing your receiver. A refresh can resolve:
- Missing channels
- "Channel Not Purchased" and "Service Expired" Errors
- Not having up to date software on your box
- Frozen screen
If, after 5 minutes, refreshing didn’t fix the problem try restarting your receiver.
Exchange, set up, and activate your Genie 2 DVR
Find out how to connect a replacement Genie 2 DVR. Also, learn how to return your old equipment.
The Genie DVR User Guide
A step by step guide through everything, from pushing the POWER button to searching for your favorite programs.
The Genie DVR User Guide
(6.63 MB - PDF)
The Genie 2 Product Manual
How to setup and install this next-generation Genie Server satellite receiver!
The Genie 2 Product Manual
(3.57 MB - PDF)
Troubleshoot your DIRECTV Genie
If you're unable to change channels, adjust the volume or your Genie remote is not working, take a look at these tips for troubleshooting your remote.
Error codes & messages
In most cases, if you see an error code or message on your TV screen, you can easily resolve the issue by restarting your receiver or by following these step-by-step troubleshooting instructions:
| Error code | Message |
| DIRECTV error code: 14, 15, 18, 19 or 22 | Your receiver experienced a problem during the restart process. |
| DIRECTV error code: 203 | Your account is past due and services have been reduced to a minimum level. |
| DIRECTV error code: 614, 615 or 616 | Video connection lost between your Genie client and the Wireless Video Bridge or main Genie receiver. |
| DIRECTV error code: 617, 618 or 619 | Video connection lost between your receiver and the main Genie receiver. |
| DIRECTV error code: 711 | Your receiver has not been activated for DIRECTV service, or your receiver has received only part of the data it needs to decode our satellite signal. |
| DIRECTV error code: 721 | The channel you're trying to watch is not included in your programming package, or your receiver is not processing the programming information on this channel. |
| DIRECTV error code: 722 | Your DIRECTV receiver may not have the programming information for the channel you're trying to view. |
| DIRECTV error code: 724, 725, or 726 | Your receiver's ID doesn't match the ID DIRECTV has listed in their system, or your receiver's ID doesn't match your receiver's access card information. |
| DIRECTV error code: 727 | The sports program you're trying to watch is blacked out in your area. |
| DIRECTV error code: 731, 732, 733, or 736 | You are having trouble ordering Pay Per View movies and events with your remote control. |
| DIRECTV error code: 734, 741, 742, or 743 | Your receiver doesn't have the programming information for the Pay Per View title you're trying to order. |
| DIRECTV error code: 745 or 746 | There might be a problem with your receiver's access card. |
| DIRECTV error code: 752 | There might be a problem with your receiver's access card. |
| DIRECTV error code: 761 or 762 | This error message appears when you're trying to watch a live or recorded show. |
| DIRECTV error code: 763 | Your receiver's access card has expired. |
| DIRECTV error code: 764 | The wrong access card has been inserted in your receiver. |
| DIRECTV error code: 771 | Your receiver is having trouble communicating with your satellite dish. |
| DIRECTV error code: 772 | New DIRECTV programming was just added or updated, or your receiver was just installed or activated. |
| DIRECTV error code: 773 | Your receiver has found an error and initiated an automatic reformat of the hard drive. |
| DIRECTV error code: 774 | An error has been detected on your receiver's hard drive. |
| DIRECTV error code: 775 | Your receiver is having trouble communicating with your satellite dish. |
| DIRECTV error code: 776 | This indicates that you may have too many receivers connected to a SWiM (single wire multi-switch). |
| DIRECTV error code: 792 | Your receiver is searching for an Off-Air Tuner signal. |
| DIRECTV error code: 920 | This error occurred because your receiver wasn’t able to download the guide information from the satellite for more than 3 hours. |
| DIRECTV error code: 921 | You are attempting to view 4K Ultra HD programming without the proper equipment. |
| DIRECTV error code: 927 | An error occurred when downloading On Demand movies or shows. |
| DIRECTV error code: 928 | Your Wireless Video Bridge has lost power, has a poor signal, or is rebooting, or you have replaced the Genie receiver and need to reset the wireless connection. |
| DIRECTV error message: Channel Not Available | The channel is used for an event, which either has not started or is already over, or the channel is not included in your programming package. |
| DIRECTV error message: No Servers Detected or codes 611, 612 or 613 | The Genie Mini can't detect and connect to the Genie HD DVR. |
| DIRECTV error message: No Servers Detected | The Genie Mini can't detect and connect to the Genie HD DVR. |
| DIRECTV error message: No Signal, or screen is black, blue or gray | Your TV may not be set on the right input, or your receiver may need to be reset. |
| DIRECTV message: No user activity for the last 4 hours. Going into Power Saving mode | Some DIRECTV receivers have a power-saving feature that automatically puts the receiver in standby after four hours of inactivity. |
| DIRECTV error message: TV does not support this program's content protection | Many DIRECTV channels feature HDCP (High-bandwidth Digital Content Protection), a form of copy protection that prevents digital video and audio content from being intercepted as it travels across either HDMI or DVI interconnect cables. If you have an older HDTV, it may have become non-compliant. |
Do you need to return your equipment?
Start the return process...
If you started the return process online, we’ll be in touch.
Otherwise, contact us to get started. We’ll tell you the best way to return your equipment at no cost.
What should you return?
You should plan to return:
- All of your DIRECTV receivers
- All of your DIRECTV remote controls
- Your Wireless access point
You will not need to return your satellite dish and its accessories, like the satellite mount and/or pole.
To find out where to take your equipment and everything else you need for a smooth return, check out these helpful tips.
Want to avoid equipment and return fees?
Read through these helpful tips to see how you can avoid damaged equipment, non-return equipment or other unwanted fees.