DirecTV D10 Manual

Technician Bulletin
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.
1
Issue 17 2010 –10.25.10
DIRECTV Technical Services Contacts:
Tim Kollmann, Senior Manager
Tom Lockwood, Senior Manager
Val Allen, Technical Specialist
Harvie Dunn, Technical Specialist
Greg Rowe, Technical Specialist
ISS Department
Introduction
In this edition, we will cover the Diagnostic Codes that are displayed on the DIRECTV receiver
when a system test is completed. We will go over the diagnostic code meanings and how to
resolve the issue prompting the code to appear.
Any comments or questions about this document should be sent to: [e-mail]
Diagnostic Codes
Diagnostic Code
Issue
Resolution /
Troubleshooting
10-xxx Receiver error detected.
A problem with your receiver was detected.
Both of these indicate receiver
errors that are not recoverable in
the field so the box must be
replaced. Code 10 indicates a
RID-related error while 11
indicates the tuner hardware
can‟t be accessed. The presence
of error 11 may also result in a
box stuck in step 1 of 2 at boot
up.
11-xxx Receiver error detected.
A problem with your receiver was detected.
12-xxx Receiver error detected.
A problem with your receiver was detected.
This indicates no signal on the
network tuner in MPEG4 boxes.
This tuner is DC blocked and
slaved to the primary tuner and is
used for guide and conditional
access data. If the primary tuner
shows good signal strength with
this error present, then the box
should be replaced.
13-xxx Receiver error detected.
A problem was detected reading your
access card. Please check to see that the
card is inserted correctly and rerun the test.
This is often associated with a
761 / 762 OSD. It can be a card
inserted incorrectly, a faulty card
reader in the receiver or a faulty
access card. Reposition the card
and swap between boxes to
isolate the cause. Note that
brown discoloration of the CAM
card on top does not indicate a
failed or about-to-fail CAM card.

Technician Bulletin
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.
2
Issue 17 2010 –10.25.10
Diagnostic
Code
Issue
Resolution / Troubleshooting
14-xxx Internal
Storage Error
Detected.
A problem was detected
reading your internal storage
device. This may be a simple
initialization error or a critical
fault. Please reboot the box
now. That may fix the problem.
Attempt reboot but replace if problem continues.
15-xxx Internal
Storage Error
Detected.
A problem was detected
reading your internal storage
device. This may be a simple
initialization error or a critical
fault.
Diagnostic code 15 indicates the drive is accessible but does not
pass integrity tests. Replace the receiver.
16-xxx MRV
Failure
(HR24 / H24 only) This error
indicates a failure of the
internal MRV hardware.
Replace the receiver.
21-xxx Internal
Storage Error
Detected.
A problem was detected
reading your internal storage
device. This may be a simple
initialization error or a critical
fault.
Attempt reboot but replace if problem continues.
40-xxx ODU
Alignment
Problem/Signal
Distribution
Problem
Non-SWiM. Fails basic
+13/+18 ODU test for signal.
Verify all satellite positions that the receiver is supporting using
the signal meter screen to verify transponder signal levels.
Check for BBC‟s on non-SWM installs connected to the Hx and
HRxx products. Verify cabling from the ODU to the STB. Check
for crimped or frayed cables, splitters, barrels and wall plates that
may need replacement. Use a Super Buddy or an AIM meter to
verify: (Signal) Power levels- -approx. -30‟s to -40‟s dbm ES/NO
(AIM) C/N (Super Buddy) - greater than 10dB for KA/KU ES/NO
(AIM) C/N (Super Buddy) - greater than 10db for KA/KU. If levels
are below spec, check the alignment of the ODU.
41-xxx ODU
Alignment
Problem/Signal
Distribution
Problem
SWiM only, tuners locked but
missing guide data.
42-xxxODU
Alignment
Problem/Signal
Distribution
Problem
Non-SWiM, tuners locked but
missing guide data.
43-xxx ODU
Alignment
Problem/Signal
Distribution
Problem
Signal levels more than 5
points below IV levels. This
can be level issue with tuner 1,
tuner 2 or both tuners.
44-xxx Second
Tuner
Connection
Problem
Your receiver might be
incorrectly configured or
incorrectly connected to tuner
2. This is an IV test similar to
the test for error 43.
If non-SWiM ODU, verify 2 cables are present and connected. If
present, follow troubleshooting steps for diagnostic codes 40, 41,
42, 43. If not present, correct or go to the system setup and set
the box for single tuner. Note that an IV waiver may be required.

Technician Bulletin
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.
3
Issue 17 2010 –10.25.10
Diagnostic
Code
Issue
Resolution / Troubleshooting
45-xxx Critical
Satellite Data
not Received
Your receiver restarted at time / date
because critical data could not be
acquired from the satellite for 12 hours.
Both of these codes result from lack of guide data
updates and are related to 920 OSDs, code 43 and
the guide displaying „to be announced‟. They can
also be associated with the conditions that result in
code 82 or 83. The box will track this lack of guide
data updates and generate a code 46 after an hour
and reboot the box after 12 hours which forces the
box to reacquire guide data at which point a code 45
will be displayed. Troubleshoot the same as
diagnostic codes 40-43.
46-xxx Critical
Satellite Data
not Received
Your receiver has not acquired critical
data from the satellite for the past hour.
47-xxx Whole
Home DVR
(MRV) network
diagnostics
(Hx24 capable
only)
Will be reported if the network bandwidth
is insufficient to meet DIRECTV
specifications which points to a likely
problem with the coax cables, splitters, or
fittings.
Error codes 47 & 48 will be populated with the
[receiver name] and/or [ROUTER-„MAC Address‟] for
as many IRDs with bad connections to the network.
Start troubleshooting for the first IRD listed on error
codes 47 & 48 and rerun system test. In
troubleshooting the MRV network, verify: Green label
components BSF not used when required on STB‟s
or LNB Cabling and Connectors (including barrel and
wall); excessive use of connectors creates
attenuation and degrades the MRV network. Verify
there is nothing diplexed onto the coax –no off-air
antenna, and no CATV or MATV Splitters: every
unused output has a 75-ohm terminator (All unused
ports, including the SWiM power supply, must be
terminated); DECA‟s not used when required;
DECA‟s used on H24 / HR24 Ethernet cables
connected directly to the back of the STB Ethernet
port. A DECA BB must be installed to connect the
MRV network to the Internet.
48-xxx Whole
Home DVR
(MRV) network
diagnostics
(Hx24 capable
only)
Will be reported if the MRV network
bandwidth is being degraded due to
excessive interference, as opposed to
signal attenuation which points to a likely
coax (scrapped together RG 59), diplexed
off air signals, mixed in signals into the
same coax problem with poor quality
distribution from a different provider such
as cable TV or MATV.
49-xxx SWiM
registration
errors.
Unable to register primary tuner.
Codes 49 and 50 are an oversubscribed SWiM
issue. Each DVR takes 2 channels and non-DVR
takes a single channel. The only workaround other
than expanding the SWiM system is for code 50
which is to put the receiver in single tuner mode via
guided setup. This will normally require an IV waiver.
50-xxx SWiM
registration
errors.
Unable to register secondary tuner.
(Associated with 771B OSD).

Technician Bulletin
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.
4
Issue 17 2010 –10.25.10
Diagnostic Code
Issue
Resolution / Troubleshooting
51-xxx SWiM
registration errors.
Receiver is configured for SWiM
but cannot detect SWiM.
(Associated with 771A OSD).
Look for a faulty SWiM power inserter, a power
inserter on a switched electrical outlet or anything
inline that will not pass or attenuates the 2.3 MHz
control channel. These can often be non-DIRECTV
approved splitters added by the customer or long
cable runs. These issues can often be intermittent. An
accidentally attached b-band converter can also result
in a loss of SWiM communications.
70-xxx Cannot Detect
Home Network
Your receiver is configured to
work with a home network, but
the network was not detected.
Please check the network cabling
and equipment. Select "Test
Again" to see if this has solved
the issue. Communication
problem between receiver and
home network or router.
Terms: Home network = Customer‟s router or ISP
modem. DNS = Domain Name System. It translates
domain names into an IP address that can be used by
the DIRECTV receiver or computer. DHCP = Dynamic
Host Configuration Protocol. It gets parameters
needed to operate in an IP network. Restore Network
Defaults. It doesn't restore entire receiver settings -
only resets the network settings for Internet
communication: After receiver resets to network
defaults: Select "Connect Now." Select "Test
Connection" to make sure your receiver can connect
to your network and the Internet.
71-xxx Cannot Detect
Internet.
Your receiver detects the
presence of a home network,
however it cannot access the
Internet. If your network does
have a broadband connection
present, this may be due to the
receiver not obtaining a DNS
entry during DHCP negotiation
with your home network.
72-xxx Cannot Detect
Phone Dial Tone
The receiver is connected to the
Internet, but no dial tone is
detected.
This is a basic dial tone test. Check for a poor phone
line connector and that the phone line is plugged into
the correct jack. Test the phone line on a spare non-
powered phone. Access the hidden menu using the
menu and right arrow and run the modem test. Note
that if a diagnostic code 72 is displayed, this should
only impact caller ID since PPV details are reported
through the Internet.
73-xxx Cannot Detect
Phone Dial Tone
The receiver was previously
configured for a network, but the
Internet and the dial tone is not
detected. A 70 or 71 will also be
present.
74-xxx
Dish alignment test not run.
Resend authorizations and retest.

Technician Bulletin
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.
5
Issue 17 2010 –10.25.10
Diagnostic
Code
Issue
Resolution /
Troubleshooting
75-xxx External
Storage Error
Detected.
A problem was detected reading your
external storage device.
This test is equivalent to the tests performed for
error 14/15 when using internal storage. The
customer may wish to reboot the external
storage device and when up and running, reboot
the receiver. If the external device still does not
function, it should be replaced. The receiver will
revert to its internal storage once rebooted
without the external device connected.
Replacing receivers does not resolve this issue;
it‟s normally due to a failed external drive.
76-xxx Cannot
Detect Phone Dial
Tone
The receiver is not networked, and no dial
tone is detected.
Troubleshoot using diagnostic codes 72 and 73.
79-xxx Whole
Home DVR (MRV)
network
diagnostics (Hx24
capable only)
Will be reported if unexpected MRV network
drops have been observed by this STB.
These network drops may be due to
intermittent interference and may not be
present at the time of test execution. For
instance if troubleshooting for 47 or 48, you
may see a 79 code reported. When the 47
or 48 are resolved, the 79 code may still be
reported but can be ignored. If 47 or 48 were
not reported and only a 79, further
troubleshooting is required.
Troubleshoot the same as diagnostic codes 47
and 48.
82-xxx Satellite
Dish
Configuration
Issue.
Your receiver is configured for the incorrect
satellite dish.
These tests check for valid guide data on the
proper transponders and only run on non-SWiM
installations. Code 82 indicates the receiver is
set for a SL-5 ODU, when a SL-3 ODU is
actually present. Code 83 indicates the opposite
condition. Reconfigure the receiver for the
proper LNB type. This issue can often be
associated with the 920 OSD and missing
channel remaps for the 700-1 HD premium
sports programming.
83-xxx Satellite
Dish
Configuration
Issue.
Your receiver is configured for the incorrect
satellite dish.

Technician Bulletin
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
Issue 17 2010 –10.25.10
Reminders and Updates:
95 Configuration Issues:
The impacted Set Top Boxes are H21-100 and H21-200 running code 0x440c as well as the H24-100
running 0x40d software. All other platforms are not impacted.
The symptom is that when using a standalone SWiM unit (SWiM-8 or SWiM-16, or even old SWiM-5),
the installer cannot select any dish types that include Slimline-3 or Slimline-5, except for options 17
(Slimline-3 SWiM) or 18 (Slimline-5 SWiM). If any of the Slimline combinations (listed below) are
selected, the popup menu will instantly expand back open.
Problem dish combinations:
03: Slimline-3
04: Slimline-5
07: Slimline-3 & 72.5
08: Slimline-5 & 72.5
11: Slimline-3 & 95
12: Slimline-5 & 95
15: Slimline-3 & 72.5 & 95
16: Slimline-5 & 72.5 & 95
The software groups have identified a workaround that will allow the required dish type to be selected.
For example, if ODU set up 11 (Slimline-3 and 95) is required, the installer should select any dish type
that can be selected (for example, 17: Slimline-3 SWM). Then, using the numeric keys on the remote
control, type “1,1” and the selection will change to "11: Slimline-3 & 95" or “Slimline-5 & 95.”
Please pass this information on to technicians so they can correctly select the Slimline-3 + 95
combination when necessary and avoid the need to call ISS for a waiver.
We will keep you all informed as we get confirmation on the software download that will correct this
issue.
H20-600 ECO stickers:
The H20-600 has an ECO Sticker indicating what engineering rework has been completed. The current
ECO sticker is not labeled in the same fashion as the past ECO2.0 or ECO3.0 stickers. PCN0535e has
been assigned to ECO4. All H20-600 with PCN0535e stickers have ECO4 applied to them.