HDHR5 Loss of channels/signal strength - 7danny

Reception, channel detection, network issues, CableCARD setup, etc.
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7danny
Posts: 9
Joined: Wed Jan 15, 2020 4:11 pm

HDHR5 Loss of channels/signal strength - 7danny

Post by 7danny »

After the last firmware update(maybe not related) I lost the majority of my channels and noticed the signal strength/quality way down on the closest channels. I recently had the time to verify my antenna installation is not at fault. I then unplugged the HDHR and plugged it back in, did a channel scan and the channels were back but lost them again 5 minutes later.

I do not see anything in the system logs. Would be nice to reboot remotely.

NedS
Silicondust
Posts: 2039
Joined: Mon Dec 10, 2018 12:38 pm
x 52

Re: HDHR5 Loss of channels/signal strength

Post by NedS »

We would like to get some diagnostic data:
  1. Please go to the http://my.hdhomerun.com/ site
  2. Click your HDHomeRun's device ID
  3. If it tells you that a firmware update is available, please install it
  4. Click System Status
  5. Check the Send diagnostic information box
  6. Go back one page
  7. Click Channel Lineup
  8. Click on Detect Channels

Reply back to this post and provide us the device ID of your HDHomeRun and we will check the logs. You can find the device ID at the top of the my.hdhomerun.com web page as well as on a label on the bottom of the HDHomeRun itself.

7danny
Posts: 9
Joined: Wed Jan 15, 2020 4:11 pm

Re: HDHR5 Loss of channels/signal strength

Post by 7danny »

I checked and have the latest firmware. Just did a channel detect with send diagnostics on.

Model: HDHR5-4K
Device ID: 1080D276
Firmware: 20210224

I will leave it alone till I get a response. I can also reset the power if needed to see what happens.
Thanks

NedS
Silicondust
Posts: 2039
Joined: Mon Dec 10, 2018 12:38 pm
x 52

Re: HDHR5 Loss of channels/signal strength

Post by NedS »

7danny wrote: Tue Apr 13, 2021 8:28 am I checked and have the latest firmware. Just did a channel detect with send diagnostics on.

Model: HDHR5-4K
Device ID: 1080D276
Firmware: 20210224

I will leave it alone till I get a response. I can also reset the power if needed to see what happens.
Thanks
Can I have you e-mail support@silicondust.com and mention this thread? We'll arrange a replacement so that you can get back up and running, and our engineers will be able to take a deeper look at what went on with that unit.

7danny
Posts: 9
Joined: Wed Jan 15, 2020 4:11 pm

Re: HDHR5 Loss of channels/signal strength

Post by 7danny »

NedS wrote: Tue Apr 13, 2021 11:41 pm
Can I have you e-mail support@silicondust.com and mention this thread? We'll arrange a replacement so that you can get back up and running, and our engineers will be able to take a deeper look at what went on with that unit.
Email sent. Thank you!

7danny
Posts: 9
Joined: Wed Jan 15, 2020 4:11 pm

Re: HDHR5 Loss of channels/signal strength - 7danny

Post by 7danny »

Wanted to follow up. I have the new tuner installed and everything seams to be running great. I'll have the old one boxed up and shipped out ASAP.

Thanks for the awesome customer support!

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