Technician Bulletin
Issue 9 2010 – 5.12.10
DIRECTV Technical Services Contacts:
Tim Kollmann, Senior Manager
Tom Lockwood, Senior Manager
Val Allen, Technical Specialist
Greg Rowe, Technical Specialist
ISS Department
Introduction
In this edition, we will address some common questions and scenarios our test markets
encountered while installing the Whole-Home DVR. We will also include some best practices
provided by the technicians in these test markets.
Any comments or questions about this document should be sent to: fieldopstraining@directv.com
Multi-Room Viewing (MRV) / Whole-Home DVR /
Connected Home FAQ
Are there any exceptions to the standard DECA setup when installing Whole-Home DVR?
Yes, the HR20-100 has some special requirements for Whole-Home DVR use.
•
•
Make sure you have and understand the latest revision of the HR20-100 installation diagram which
includes a band stop filter.
Make sure when using the HR20-100 you are using a modem or router connected to the network.
The HR20-100 will not participate in MRV when a router is not present in the network. This will be
fixed in the next download.
Add Band Stop Filter to SAT-1 Input
What is MRV and what is Whole-Home DVR?
MRV stands for Multi-Room-Viewing, but is also referred to as Whole-Home DVR or Connected Home,
and it is the ability to share content between DIRECTV receivers in the home. Note this is being
marketed to customers as the Whole-Home DVR service.
What is the difference between green label and non green label SWiM equipment?
When installing MRV, the LNB, DECA, and SWiM Splitter are required to have green labels. A
green label means the equipment is MRV / Whole-Home DVR compliant. If the SWiM LNB or
SWiM-8 module does not have a green label, a Band Stop filter must be used.
The information contained on this page is confidential, proprietary DIRECTV business information and is intended for authorized users only.
Unauthorized use, disclosure or copying of this information is strictly prohibited and may be unlawful.
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Technician Bulletin
Issue 9 2010 – 5.12.10
How do you keep children from viewing inappropriate content once MRV is active?
Parental controls must be part of the customer education and shown to the customer if they have
minors in the home. Parental controls should be configured by the customer on each IRD separately.
When do I use the Band Stop Filter?
The band stop filter is used on any non-MRV receiver such as a D12, H20, or R16. The band stop filter
is also required as part of the HR20-100 special installation. If the SWiM LNB or SWiM module does
not have a green label, a band stop filter must be used. Do not install band stop filters or DECAs on
any H24 or HR24 IRD. Do not install band stop filers on any other MRV capable receiver using a
DECA (except HR20-100).
When and where do I use Ethernet cable?
Every installed DECA requires its Ethernet cable to be plugged into the back of the receiver or into a
router or networking modem.
Important:
•
•
•
•
Don’t install an Ethernet cable in the back of a 24-series IRD or you will disable the buil-in DECA
and MRV will not work.
Always educate the customer to never plug an Ethernet cable into the back of an H24 or HR24 if
they are using Whole-Home DVR (MRV).
Do not split the Ethernet cable that is on the DECA.
If using MRV, never plug anything into the Ethernet port except when a DECA is required.
If I have a bad power supply or run out of power supplies, is there any other way to power the
DECA?
If you are short on power supplies for the DECA, a 29V SWiM power supply can be used to power the
DECA. Always remember, all broadband DECAs (the one by the networking modem or router) require
a power supply.
Will the Whole-Home DVR work for WildBlue DIRECTV customers?
Yes, if you connect a WildBlue customer to the Internet when installing Whole-Home DVR, make sure
they understand that downloading DOD (DIRECTV on DEMAND) may cause them to reach their FAP
limit very quickly. The MRV does not use Internet bandwidth and will not have an effect on the WildBlue
FAP.
Where do I install the Broadband DECA?
The Broadband DECA (the additional DECA with the power supply) must be installed at the customer’s
networking modem or router which may or may not be near the customer’s computer.
What installs will require MRV equipment?
All New HD Installs with or without MRV programming on the Work Order require MRV equipment.
This is noted on the Work Order as MRV = Programming or MRV = no Programming.
What should I do if the customer wants to utilize some of the Ethernet cables he has hard-wired
in some rooms of his house or the Home Plugs he purchased?
Don’t mix and match with MRV. Connect all MRV capable receivers with a DECA or use HR24’s or
H24’s on the coax network – don’t mix in home plugs or hard-wired Ethernet connections.
The Home Plug power strip can be left in place as a power strip, but Home Plugs should not be
used when installing Whole-Home DVR. The Home Plugs belong to the customer and should
be left with the customer and can be used on the customer’s computers or gaming systems.
The information contained on this page is confidential, proprietary DIRECTV business information and is intended for authorized users only.
Unauthorized use, disclosure or copying of this information is strictly prohibited and may be unlawful.
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Technician Bulletin
Issue 9 2010 – 5.12.10
I noticed that the MRV works and I haven’t completed the Internet connection – how is this
possible?
MRV and MEDIA SHARE do not require an Internet connection but must be networked. DIRECTV ON
DEMAND and DIRECTV APPS do require Internet connections. If the customer does not want to
connect to the Internet, but wants MRV, you can network the receivers and the customer’s computer to
allow MRV and Media Share to function.
MRV / Whole-Home DVR Best Practices and Installer Tips:
¾
If an HR24 or H24 is not responding well to the remote, pull the plastic film off the front of the IRD.
¾
Connect everything including the DECA to the DIRECTV MRV-capable receiver before connecting
the power cord and plugging it in to the outlet or power strip.
¾
Tone your coax before connecting the DECA to the coax. The DECA will not pass voltage from the
receiver to tone the line.
¾
Longer Ethernet cables than the one provided with the DECA can be used to connect to the
customer’s router or networking mode.
¾ Always use the SWiM meter to test the cable run – the SWiM meter is the blue meter.
Special thanks to Ryan Martin and Ron Eenhus and all of the technicians participating in the
Whole-Home DVR test markets for providing technical advice and real-world experience in
completing this document.
Other Reminders
The new FPR form was distributed recently via Blast Facts. Please use this form going forward to
escalate any field equipment or broadcast issues.
It is always a good idea to test any outlets or power strips using an outlet tester before plugging in any
DIRECTV receivers.
BBCs are required on all non-SWiM jobs when an H24 (one BBC) or HR24 (two BBCs) is utilized.
ISS Update:
Why does the ISS agent ask how you aligned / dithered your dish when you’re requesting a waiver
due to inclement weather?
A common question technicians have when calling into ISS is why does a tech that has completed
countless installs over the past few days, weeks or even years need to describe how the dish was
aligned? Please remember that when an ISS agent is asking this question, it’s not because they are
challenging your ability to properly install and align the ODU; they’re simply trying to ensure that the
proper procedures were followed per DIRECTV standards so that they know the only reason
the receiver is failing IV is because of the inclement weather. By properly describing how you
aligned / dithered the ODU, you’re validating that your install was done properly and the
weather is the only explanation for why the receiver is failing IV.
The information contained on this page is confidential, proprietary DIRECTV business information and is intended for authorized users only.
Unauthorized use, disclosure or copying of this information is strictly prohibited and may be unlawful.
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Technician Bulletin
Issue 9 2010 – 5.12.10
Field Customer-Affecting Issues (CAI)
As of 5.10.2010
Notes & Reminders:
•
All escalations should be accompanied by an FPR.
•
FPR Link: FPR@directv.com
•
Report escalations (Engineering & Technical Issues) to Greg Rowe (GJRowe@Directv.com).
•
HSP / O&O personnel should refer to the DWS for all pertinent documents prior to any
escalations.
•
The ISS department is available to support technicians in the field every day, 6 a.m. to 9 p.m.
Mountain Time. Call them with questions at 1-800-778-3431.
•
All Caller ID capable IRD’s: Do not swap IRD for CID if system test says: Phone line “Ok”
STANDARD IRD’s
¾
D series, R15 / 16 and H20 IRD's: The Blue (mini-guide) and Yellow (TV Options) remote control
buttons may not work on some channels. Example: News & Sports MIX channels, The Weather
Channel, Sports channels that have ScoreGuide functionality (RSN, 700's, ESPN, etc). Downloads
are rolling out to resolve.
¾
H20's, D10-200, D11-800, R15 / 16 (not on HR2x, R22, H21, H23) – Caller ID OSD does not
appear, but the call shows up in the logs. This can occur on channels with Interactive applications.
Example: News & Sports MIX channels, The Weather Channel, Sports channels that have
ScoreGuide functionality (RSN, 700's, ESPN, etc).
¾
D10, D11, D12 – After a receiver reboot, the “Favorites” list will revert back to "All Channels."
¾
D12-500 – Receiver Will Not Turn On: There is a known issue with the power supply on this specific
receiver. The customer may see the power light come on, but the receiver itself is completely nonresponsive. This only impacts the D12-500.
¾
D12-100. Wavy lines appear on entire screen when using the RF / Coax video output. Use
Composite (Yellow) connection or S-Video connection. If the customer’s TV does not have
composite or S-Video input and has to use the RF / Coax Video input, then be sure to change the
3/4 switch on the back of the receiver to “4”. To view DIRECTV, they must also tune to Channel 4
on their TV. If the customer has a local channel 4 and wishes to watch this channel using their
Analog Off-Air antenna, then they should power off the D12-100. STB Eng is aware of this issue.
The information contained on this page is confidential, proprietary DIRECTV business information and is intended for authorized users only.
Unauthorized use, disclosure or copying of this information is strictly prohibited and may be unlawful.
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Technician Bulletin
Issue 9 2010 – 5.12.10
DVR’s
¾
H20's, D10-200, D11-800, R15 / 16 (not on HR2x, R22, H21, H23) – Caller ID OSD does not
appear, but the call shows up in the logs. This can occur on channels with Interactive applications.
Example: News & Sports MIX channels, The Weather Channel, Sports channels that have
ScoreGuide functionality (RSN, 700's, ESPN, etc).
¾
R and HR2x IRD's: Black screen or immediate “Delete Yes / No”, on playback of recordings. What
to do: Troubleshoot for signal issues such as weather that may have been present during the
recording. Check all transponders / satellites on both tuners for signal strength as the issue could
be due to LNB failure or missing BBC on a single tuner. R22 and HRs will display an OSD for a
brief period before being replaced by the delete yes / no message. This OSD will identify the cause
of the bad recording which you can use to troubleshoot the issue further. You may need the
customer to playback the recording several times to see the OSD. If no signal issues or OSD is
found, tell the customer you will escalate the issue to our Engineering team, obtain the following
items and then escalate via the FPR process using the check-list below: Program: Title: Date and
Time of recording: Channel number: Specify whether customer gets immediate “delete yes or no”
OSD or if the recording plays only black.
¾
D series, R15 / 16 and H20 IRD's: The Blue (mini-guide) and Yellow (TV Options) remote control
buttons may not work on some channels. Example: News & Sports MIX channels, The Weather
Channel, Sports channels that have ScoreGuide functionality (RSN, 700's, ESPN, etc). Downloads
are rolling out to resolve.
¾
R15 / R16 – Recording icons may randomly appear in the guide, even though recordings have not
been scheduled. Recording icons may show in the guide for shows NOT scheduled to record.
Customers may think they missed a recording.
¾
R15 / R16 – Recording issues: The DVR may record programs at the wrong time, record programs
that are not scheduled to record, or start recording immediately rather than at a selected program’s
time.
¾
HRxx and Rxx receivers may experience a screen saver appearing during live programming. An
unexpected screen saver may be the result of a signal quality issue to the receiver. This may also
occur if there have been no key presses on the remote control or front panel for 120 minutes AND
the receiver is receiving a Top Movie "PUSH" title AND the receiver is either recording another
program in the background or is set to single-tuner mode. When the screen saver appears, the
receiver will lose the ability to rewind live TV unless a key on the remote or front panel is pressed
within 2 minutes of the screen saver appearing. Engineering aware of the issue and is
investigating.
¾
DIRECTV Cinema / Premium Movie Channel future recordings – Customers are unable to set
future recordings for some PPV and Premium Channel New Release Movie titles. Customers will
be able to watch the movie real time from the channel they selected to view, but may be redirected
to DOD Channel 9981 if they attempt to set a future recording. Engineering is working to resolve.
No Service Calls, ERPs or Case Management Escalations.
The information contained on this page is confidential, proprietary DIRECTV business information and is intended for authorized users only.
Unauthorized use, disclosure or copying of this information is strictly prohibited and may be unlawful.
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Technician Bulletin
Issue 9 2010 – 5.12.10
HIGH DEFINITION IRD’s
¾
H20-100 / 600 IRD's (SWDL x4138) – Channel changing is abnormally slow on SWiM installs.
Customers may see a black screen and notice a delay of up to 20 seconds when randomly
changing channels.
¾
H23-600 – Remote not controlling the receiver, however the volume button works. Instruct the
customer to press the menu button from the FRONT PANEL, then try using the remote. If that does
not work, reset the IRD. If that does not work, continue with normal remote trouble-shooting.
¾
D series, R15 / 16 and H20 IRD's: The Blue (mini-guide) and Yellow (TV Options) remote control
buttons may not work on some channels. Example: News & Sports MIX channels, The Weather
Channel, Sports channels that have ScoreGuide functionality (RSN, 700's, ESPN etc). Downloads
are rolling out to resolve.
¾
H20-100 / 600: IRD’s – Captioning may not be appearing on channels with Interactive applications.
Example: News & Sports MIX channels, The Weather Channel, Sports channels that have
ScoreGuide functionality (RSN, 700's, ESPN, etc).
¾
H20's, D10-200, D11-800, R15 / 16 (not on HR2x, R22, H21, H23) – Caller Id OSD does not
appear, but the call shows up in the logs. This can occur on channels with Interactive applications.
Example: News & Sports MIX channels, The Weather Channel, Sports channels that have
ScoreGuide functionality (RSN, 700's, ESPN, etc).
The information contained on this page is confidential, proprietary DIRECTV business information and is intended for authorized users only.
Unauthorized use, disclosure or copying of this information is strictly prohibited and may be unlawful.
6
Technician Bulletin
Issue 9 2010 – 5.12.10
HIGH DEFINITION DVR’s
¾
HRxx and Rxx receivers may experience a screen saver appearing during live programming. An
unexpected screen saver may be the result of a signal quality issue to the receiver. This may also
occur if there have been no key presses on the remote control or front panel for 120 minutes AND
the receiver is receiving a Top Movie "PUSH" title AND the receiver is either recording another
program in the background or is set to single-tuner mode. When the screen saver appears, the
receiver will lose the ability to rewind live TV unless a key on the remote or front panel is pressed
within 2 minutes of the screen saver appearing. Engineering aware of the issue and is
investigating.
¾
HR20-100 MRV compatibility issue – HR20-100 does not support MRV when the customer is
properly installed and does not have a router present. Engineering is aware and is working on a
solution. No Service Calls or ERPs. Customer Experience: HR20-100’s Multi-Room status will
display as “Authorized” but will also have “No networked DVRs found” displayed.
¾
HR2x (mostly seen on HR23-700) – Customers may experience intermittent remote control issues.
This is related to issues with the remote not working when set to IR mode. Advise customer on
how to use RF mode.
¾
HR2x / R22 – Video background intermittently flashes through screen saver when playback is
paused or Sonic Tap channel song title is showing.
¾
HR20-100 – Customers may see a grey screen on their local channels. Advise the customer they
can wait 10 seconds then use pause / play / rewind to see video. Escalate channel information
through the FPR process. FPR will escalate for possible broadcast issue.
¾
R and HR2x IRD's: Black screen or immediate “Delete Yes / No”, on playback of recordings. What
to do: Troubleshoot for signal issues such as weather that may have been present during the
recording. Check all transponders / satellites on both tuners for signal strength as the issue could
be due to LNB failure or missing BBC on a single tuner. R22 and HR’s will display an OSD for a
brief period before being replaced by the delete yes / no message. This OSD will identify the cause
of the bad recording which you can use to troubleshoot the issue further. You may need the
customer to playback the recording several times to see the OSD. If no signal issues or OSD is
found, tell the customer you will escalate the issue to our Engineering team, obtain the following
items and then escalate via the FPR process using the check-list below: Program: Title: Date and
Time of recording: Channel number: Specify whether customer gets immediate “delete yes or no”
OSD or if the recording plays only black.
¾
HR24-500 and no audio – Customers may experience no audio on all SD / HD channels using
HDMI to Panasonic TC-P##S2 Plasma HDTVs (2010 models) where ## is the screen size.
¾
DIRECTV Cinema / Premium Movie Channel future recordings – Customers are unable to set
future recordings for some PPV and Premium Channel New Release Movie titles. Customers will
be able to watch the movie real time from the channel they selected to view, but may be redirected
to DOD Channel 9981 if they attempt to set a future recording. Engineering is working to resolve.
No Service Calls, ERPs or Case Management Escalations.
The information contained on this page is confidential, proprietary DIRECTV business information and is intended for authorized users only.
Unauthorized use, disclosure or copying of this information is strictly prohibited and may be unlawful.
7