Friday, December 29, 2006

My DirecTV HD DVR bug workaround

As posted earlier here and here, I'm still having trouble with my DirecTV HR20 HD DVR. In talking with Customer Support and poring over the DBStalk Forum, I've discovered a troubleshooting sequence for the IKD bug (aka the Instant Keep or Delete bug):
  • If your program is infected by the IKD bug (when you try to play, it immediately asks you to keep or delete the program), try to play the infected program several times in a row, answering "no, don't delete" each time. There are reports that this technique has gotten the programs to play... I'm still waiting for the magic to happen to me.
  • If the above doesn't work, try a soft reboot (press the red button in the compartment where the card slot is, front right bottom of the HR20) to see if they'll work... DirecTV Customer Support has this trick in their support script.
  • If all else fails, do a hard reboot (i.e., unplug it from the wall, wait 20 seconds, plug in and power up) to erase the IKD-infected shows from the play list.
Yesterday, the IKD bug struck my HR20 again. Before calling customer service, I tried the above steps and finally had to do a hard reboot and I lost the 12 programs that had been "recorded" in the last day. So, no Scrubs, The Office or 30 Rock this week. And no Windtalker off the HDNet Movies Channel.

I spent 20 min on the phone with Theresa at DirecTV Customer Support last night and she apologized for the inconvenience and reported that the IKD is a known bug and they'll be releasing a software update again soon (per forum, the IKD bug was first reported on 9/27/06). Interesting, I'd heard that promise before.

My HR20 DVR has been running the "latest" software upgrade (ver. 0x10b) since Tues, Dec 19, and according to Jamie, the Tier 2 support rep I spoke with on Dec 15, the latest upgrade was supposed to solve this IKD bug. Needless to say, it hasn't.

I told Theresa (phone call on Dec 28) that I still hadn't been called back by a service tech (from phone call on Dec 15) to help resolve my "disk almost full" problem. She said that's unacceptable and someone will call soon. I'm not waiting for the phone to ring today.

They've once again failed to follow through. I've decided I'm going to call in each time I have problems so as to build a case for their failing to uphold their end of the service contract I've signed. In case I want to switch back to TiVo and splurge on a Series 3, natch.

1 comment:

misskrob said...

The suckiest thing (from a female point of view anyway) is all of the programming you have lost. Can you get any of it from iTunes and bill the sucky DVR company for it :0)