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Rowe444
20th Community Anniversary
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The 5th element!

New Member

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12 Messages

Wednesday, May 18th, 2022 12:25 PM

New receiver - still get Red X

My receiver stopped working, and had a Red X on the screen (no error number.)

Contacted ATT online  - who, after several attempts, decided to replace the receiver.

I have now received the new receiver and hooked it up - however - this one will not connect either - error Red X 3.  

No inputs connect. All typical trouble shooting (reboots, etc) has been done.  

Now what? 

JefferMC

ACE - Expert

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32.3K Messages

1 year ago

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?

Rowe444

New Member

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12 Messages

1 year ago

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. 

JefferMC

ACE - Expert

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32.3K Messages

1 year ago

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.

Rowe444

New Member

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12 Messages

1 year ago

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

JefferMC

ACE - Expert

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32.3K Messages

1 year ago

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.

ATTHelp

Community Support

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215.3K Messages

1 year ago

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

Rowe444

New Member

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12 Messages

1 year ago

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. 

ATTHelp

Community Support

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215.3K Messages

1 year ago

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

Rowe444

New Member

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12 Messages

1 year ago

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. 

Constructive

Former Employee

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31.4K Messages

1 year ago

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. 

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