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Motorola DVR Troubleshooting

Listed below are basic troubleshooting step for our Motorola Brand DVR's.  

Please follow the troubleshooting steps in the order they are presented for each symptom. If you need additional assistance or the recommendations do not resolve your issues please contact us.

Recording Issues

View Disk Space

  1. Press the My DVR my dvr  button on your remote
  2. The percentage of storage space you have used is displayed in the middle of the screen

storage space

Video On Demand-VOD channel

Video On Demand program recording is not allowed.  You can only watch a Video on Demand program during the rental period for the program.

All Programs

  1. Login and verify active service through your My Account
  2. If you are using Multi-Room DVR’s make sure that you are not trying to record on a secondary receiver (This is a function that can only be performed on the Primary DVR)
  3. Check to make sure the memory on the DVR is not full. If the DVR memory is full you may need to delete some of your already recorded programs. View Disc Space
  4. Send a refresh signal to your receiver. Click here for instructions
  5. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver.

Some Programs

  1. Login and verify active service through your My Account
  2. If you are using Multi-Room DVR’s make sure that you are not trying to record on a secondary receiver (This is a function that can only be performed on the Primary DVR)
  3. Access your record menu and check to make sure the program you were attempting to record did not have specific recording options that were in conflict.
    • Series recordings (Only New Episodes, New and Repeats), too many shows scheduled to record, same episode is already recorded, etc…
  4. Send a refresh signal to your receiver. Click here for instructions
  5. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver.

Automatic Deletion

  1. The following could be reasons why recorded programs are automatically deleting from your DVR receiver:
    • The DVR memory is full and cannot record any additional scheduled programs without first freeing up disc space. View Disc Space
    • The program SAVE setting is marked as Save Until Space is needed or something similar
    • The DVR may have an episode limit default for each series recording that is set too low
  2. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver.

To learn more on managing your scheduled recordings click here

Can't Delete Recordings

Specific/Individual Programs

  1. If you are using Multi-Room DVR’s make sure that the recording you are trying to delete is not being played on a secondary DVR
  2. Send a refresh signal to your receiver. Click here for instructions
  3. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver.

All Programs

Following these steps will delete ALL previously recorded programs and will not be able to be recovered. Any future or series recordings scheduled may be deleted and will need to be reset/rescheduled. Other settings such as favorites or parental controls may also be deleted and need to be reset

  1. Press the CBL  button on the remote and power off the receiver (the TV should remain powered on)
  2. Press the OK, SELECT or MENU  button on the remote to bring up the diagnostics screen.
  3. Select Option 1, then use the remote for the following sequence (Needs to be completed within 5 seconds)
    • Press REPLAY  once
    • Press MY DVR  3 times
    • Press LIVE  once
  4. CLR should now display on the receivers LED screen which indicates the hard drive has been cleared of all programming
  5. Press OK, SELECT, MENU, or EXIT to exit from the diagnostics screen and then press CBL and POWER to turn the receiver back on

Scheduled Recordings Not Working/Disappeared

  1. If you are using Multi-Room DVR’s make sure that you are not trying schedule recordings on a secondary receiver (This is a function that can only be performed on the Primary DVR)
  2. The following could be reasons why scheduled recordings are not working/disappearing from  your DVR receiver:
    • The DVR memory is full and cannot record any additional scheduled programs without first freeing up disc space. View Disc Space
    • The program SAVE setting is marked as Save Until Space is needed or something similar
    • The DVR may have an episode limit default for each series recording that is set too low
  3. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver.

To learn more on managing your scheduled recordings click here.

Daily News and Game Shows Will No Longer Record Via Series Recording

Programs that do not provide specific data such as daily news shows and games shows may stop recording when set up as a series recording if you cancel a single episode of the series or cancel a program of the series that is in progress of being recorded.

If this happens:

  1. Delete the current series recording
  2. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver.
  3. Set up a new series recording for the desired news program/game show.
  4. In the DVR menu, check under Future Recordings to see if the program now shows as scheduled to record for future dates.

Error Messages

 rEc display

  1. Press the CBL cable button on the remote and then press the EXIT exit button.
  2. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver.

Unrecoverable Write

If you receive this error you will need to contact us. 

DVR Services Not Available/DVR Not Enabled

  1. Login and verify active service through your My Account
  2. Send a refresh signal to your receiver. Click here for instructions
  3. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver.

Missing Functionality

If you are missing functionality or only part of your DVR features are working try the following:
Note: Secondary receivers in a Multi-Room DVR setup cannot record, pause or rewind live TV

  1. Check behind all the TV and cable equipment (receiver, TV, VCR, DVD, stereo receivers, etc) and the coax cable at the wall outlet for any loose or damaged connectors. All loose connectors should be hand-tight and damaged connectors replaced.
  2. Send a refresh signal to your receiver. Click here for instructions
  3. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver.

Can't Fast Forward NBC or ABC On Demand Content

VOD content located under the NBC or ABC On Demand does not have the ability to fast forward through the content.  All other content under VOD has the ability to fast forward through the program.

Playback Issues

All Channels

Single DVR

  1. Send a refresh signal to your receiver. Click here for instructions
  2. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver

Multi Room DVR

  1. Make sure the Primary DVR is connected and powered on
  2. Send a refresh signal to your receiver. Click here for instructions
  3. Power Cycle the primary receiver - Unplug the power cord from the back of the receiver, wait 15 seconds then plug the cord back in- wait until the clocks displays before turning it back on
  4. Power Cycle each of your secondary receivers - Unplug the power cord from the back of the receiver, wait 15 seconds then plug the cord back in-wait until the clocks displays before turning it back on

Some Channels

Single DVR

  1. Try and record a few moments of a new program.  This may be an issue with the broadcast.
  2. Send a refresh signal to your receiver. Click here for instructions
  3. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver

Multi Room DVR

  1. Make sure the Primary DVR is connected and powered on
  2. Send a refresh signal to your receiver. Click here for instructions
  3. Power Cycle the primary receiver - Unplug the power cord from the back of the receiver, wait 15 seconds then plug the cord back in- wait until the clocks displays before turning it back on
  4. Power Cycle each of your secondary receivers - Unplug the power cord from the back of the receiver, wait 15 seconds then plug the cord back in-wait until the clocks displays before turning it back on

Program Unavailable

In a Multi-Room DVR setup this message will display if the Primary DVR has been disconnected or lost power while the Program Information screen is displaying on a Secondary Receivers and are attempting to playback a recording.

  1. Make sure the Primary DVR is connected and powered on
  2. Turn the Secondary Receiver off and then on again
  3. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver.

Cannot Change Channels Via Remote on HDTV with an HD or HD DVR

Verify you are pressing the proper device button on your remote control for the device you are trying to control (TV, Cable Box, VCR, etc.)

This issue can be caused in some of the newer HD TVs because the infrared coming out of the plasma/LED interferes with the infrared coming out of other devices. Try these steps to fix the issue

  1. If the TV is set up on a table, position the HD or HD/DVR receiver BEHIND the TV so that it is recessed; if the TV is wall-mounted, move the HD or HD/DVR receiver as far to the RIGHT as possible. The re-positioning of the receiver in each of these scenarios should help reduce the interference
  2. Some HDTVs have a setting called Active Control; if the your TV has this setting try changing it to reduce the interference
  3. Reduce or dim the TV's brightness to a lower level
  4. Place one of the following over/around/above the IR sensor on the HD or HD/DVR receiver:
    • Beige colored tape
    • Film negatives
    • Sunglass lenses
    • Cardboard visor
  5. If the lights in the room have a dimmer switch, adjust the room lighting to a lower setting
  6. Try using an RF (Radio Frequency) Remote Control system

Black/Blue/Green or Snowy Screen

Click here if you are seeing a Black, Blue or Green screen on your Television

Click here if you are seeing a Snowy screen on your Television

Missing Channel(s)

Click here if you are missing channels (All Channels, Basic/Expanded, High Definition, etc.)

Interactive Guide Problems

Click here if you are experiencing problems with your interactive guide (No Guide displays, Incorrect information, Channels missing from Guide, etc.)

Closed Caption

Click here for instructions on activating/deactivation closed captioning

Equipment Does Not Turn On

  1. If you have an amplifier verify power to the amplifier
  2. Check to make sure the power source is working (outlet, power strip etc…) and the equipment is plugged in
  3. Verify the TV/Cable receiver power cords are plugged into the back of the TV/Cable receiver and verify the receiver is hooked up correctly
  4. Try turning on the TV/Cable receiver manually without using a remote control
  5. Check whether the electrical outlet is controlled by a light switch, a power strip with a switch or circuit breaker is being used.  Make sure the switch is turned on or the breaker is reset
  6. Send a refresh signal to your receiver. Click here for instructions
  7. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receive

Can't Pause or Rewind Live TV

  1. Power OFF the cable box by pressing the CBL button and then the POWER button on the remote control. Wait a few seconds, then press the POWER button again to turn the box back on
  2. Check to make sure the memory on the DVR is not full. If the DVR memory is full you may need to delete some of your already recorded programs. View Disc Space
  3. Send a refresh signal to your receiver. Click here for instructions
  4. Power cycle the receiver by unplugging it for 15 seconds then plugging it back in. Wait until the clock displays, then turn on the power to the receiver

Cable Receiver Feels Hot

It is normal for some heat to generate from a cable receiver, however if the receiver is too hot to touch and/or giving off a burning smell this is not normal.   Make sure there is adequate ventilation around the receiver; any obstructions or hindrances to the receiver should be removed (this may require moving the receiver to an alternate location).

If the receiver is running hot power off the cable receiver and let it cool down, clear obstructions and relocate if necessary then power the cable receiver on again.

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