Dre Troubleshooting

Error Code 775

  1. Ensure coax cable is properly connected to the Receiver as well as the wallplate/barrel connector/or splitter. 
  2. If there is no change, you will want to try and swap the coax cable with a new coax cable or flip the coax cable ends if no spare coax is available. For exam
  3. If still no change, try and replace wallplate/barrel connector
  4. If still no change. Try to access the back menu of the receiver to ensure that the Tuner assignment is set to Auto.
  5. If still no change, try and swap receiver to see if the receiver coax port is the issue.
  6. If still no change, go into the MDF, and if the lines are labeled try moving the coax line from one splitter port to the other, but ONLY if the lines are labeled. The best way to tell if it’s a DRE SWM Splitter will be if it has a green sticker on it that says DirecTV or SWM. 

7. If still no change, you can then try and powercycle the MDF by powercycling the 29v Power Inserters for 10-15 seconds. Once you powercycle the MDF reset the receiver  and check if there is any change.

    (Image of example MDF and 29v Power inserter)

    Error Code 776

    1. When seeing a 776 error. The first thing you will need to do is reset the receiver, and access the back menu of the receiver, by holding down the little red button (with no R letter) on the left side of the DirecTV remote for about 10 seconds on step 2 of 2 during the boot up process, until a new menu appears. 
    2. Once the Menu appears you will need to navigate to and select Satellite, then Repeat Satellite Setup, Select Yes Interrupt if prompted, From here it will ask if you are sure you want to continue and as a security measure to press (-) on the remote which is to the left of 0 on the bottom of the remote.
    3. You will now have a menu with fields populated. The following setting are how things should be set.
      • Satellite – SL5 LNB
      • RB/Int – None
      • Switch Type – SWM
      • Tuner – Auto
    4. If set to auto, and it gives you a “SWM registration error” Try and hit “recheck SWM” a few times to clear that error. If you get any other message select continue
    5. If no change, and if an additional error message appears stating “No SWM channels available” try and attempt to power cycle the MDF (Refer to process 775 Step #7). Once you try this you will want to select “Recheck SWM” again to see if there is any change
    6. If no change, swap the receiver, and coax cable and try again
    7. If still no change try and move the cable line in the MDF (ONLY IF LABELED) to a completely different splitter to ensure there is no tuner overload.
    8. If no change, a Tech will be needed for possible Tuner overload.

    Error Code 771

    1. If you see a 771. First identify if the issue is property wide or only affecting a single room or group of rooms.  
    2. If the issue is within a single room. You will attempt to try the following (replace coax, replace wallplate/barrel connector, go into hidden menu of the receiver and ensure that Tuner 1 is auto, and you will attempt to swap receiver with a known working receiver to verify if the issue is the receiver itself or a signal/line issue. 
    3. If no change you will then follow ALL of the same steps for both the standard 775/776 error codes. (Please refer to process 775 and 776 to attempt these steps.)
    4. If the issue persists after swapping receiver and following all steps, a Tech will be needed for potential line/splitter failure
    5. CONTINUATION
    6. BONUS: If the error message is appearing property wide it could be caused by weather related issues such as snow, rain, dark clouds, as well as roof work or damage to the satellite dish. (Verify if any of these could be the cause)(You will also want to verify if it’s affecting all channels or only certain channels as this could also be due to dish alignment, bad LNB, bad polarity locker, or bad dish)
    7. If none of the above are the potential cause of the issue. Try and get a picture of the TAMP6 a.k.a Trunk Amplifier to ensure that it is not failing. Ensure that all the lights are green. If the 2 lights on the right labeled as “Flex 1 and Flex 2” are blinking red that is totally normal as those ports aren’t in use. 
    8. If the Trunk Amplifier is NOT on. Try to power powercycle it. If no change try and swap the 29v power inserter if possible. 
    9. If still no change. A new Trunk Amplifier and 29v power inserter will likely be needed with Tech if possible to ensure no Dish alignment, LNB, or Polarity Locker issues.

    (Image of DirecTV Trunk Amplifiers)

    Error Code 722

    1. If a receiver is showing “722 Authorization has expired” you will need to gather the receiver information such as RID, Access Card, Serial Number, Model Number.
    2. You will then login to the DirecTV Dealer Portal, and you will send a “rehit” to the receiver.
    3. After a minute or so the signal should restore. If there is no change Please try and reset the receiver and “rehit” again. 
    4. If still no change. Please contact DirecTV for Business and request that they deactivate the access card, and reactivate the access card. 
    5. If still no change, and it is stuck on the 722 error, please ensure that the access card was activated in 2019 or prior. If yes then you will need to order a replacement access card for the customer. 
    6. You will need to fill out the Access Card form then email the form to “access@att.com” and cc the support team.

    Error Code 764

    1. If you have a receiver that is getting a “764” error it typically means that someone has moved the access cards around from one receiver to another. 
    2. The first thing you will want to do is take down the receiver and access card information.
    3. You will then log in to the DirecTV Dealer portal, and try to figure out which access card and receivers are associated with each other. Once you confirm this you will need to have the customer find the access card that is paired to the receiver in the dealer portal and ensure to put it in its corresponding receiver that is showing a 764 if a different access card is already inserted. 
    4. If the access card cannot be found, and the customer is requesting the non paired access card and receiver to be paired together, then you will need to reach out to DirecTV for Business and have them pair the access card and receiver together. 
    5. Once paired you should see the programming kick back on. 
    6. If the programming does not kick back on, have the customer reset the receiver and then have DirecTV send the receiver a rehit.

    Error Code 761/762/763/745

    1. If a receiver is getting any error listed above it is more than likely related to the access card not being properly read by the receiver. 
    2. First try and ensure the access card is completely fully inserted into the receiver with arrows going in first, and the golden chip facing towards the bottom of the receiver. 
    3. If you have verified and there are still issues. Please try and remove the access card from the receiver and wipe clean the golden chip on the access card, and reinsert the card into the receiver
    4. If still no change, you will then remove the access card, and reset the receiver while maintaining the access card out of the receiver. Once the receiver finishes booting up and requests you to please insert the access card. You will then reinsert the card. 
    5. If still no change you will want to pair a new/different access card to the receiver. 
    6. If still no change and even with the new card does not give you a 764 error. The receiver’s access card port could be malfunctioning, and a new receiver will be needed.
    7. If the card pairs just fine, and programming is restored then a new access card will need to be ordered

    If specifically 745 remains, you will need to order a new access card for free, and fill out the “722” access card form and send to access@att.com as mentioned in step (722 Step #6)

    Error “Receiver Cables are not HD”

    1. If you receive this message you will first want to verify if the receiver has an HDMI cable connected to it or a 10pin/RCA composite cable.
    2. If the receiver does not have an HDMI cable you will want to suggest the customer to use one as the receiver works best in HD/1080p resolution. 
    3. If the customer is adamant on using 10pin/RCA composite cables you can try and press the “RES” button on the front panel to adjust the resolution as this is a quick fix.

    If the customer is adamant on using the 10pin/RCA composite cables, and the error message continues to appear, you will have to follow these instructions and ensure that the receiver is set to 480i resolution.

    How To Remove Parental Controls

    1. If a DRE receiver is Stuck on Parental Control Lock. You will need to get the receiver’s access card number, and call DirecTV for Business. 
    2. You will then provide DirecTV with the access card number and request that parental controls are removed off of that receiver. 
    3. Please then confirm with the customer that the Parental Control Lock is removed and programming is restored.

    Diagnostic code/Error 920

    1. If a DirecTV or Diagnostic error code ever appears on receivers. You will first want to start off with a basic reset of the receiver. 
    2. The receiver may appear with the prompt “A problem has been detected on this receiver, would you like to commence a self repair”. You will then click on yes to the repair. 
    3. If there is no change, you will want to ensure that there is no physical damage to the receiver and ensure all connections are secure. 
    4. You will then want to perform a software update on the receiver by doing the following
    • Reset the receiver by pushing the RED reset button.
    • When the blue boot up screen appears, type on your remote 0 2 4 6 8 then SELECT.

    If still no change after all steps are completed, you will need to replace the receiver either under warranty, support plan, or the customer will need to purchase a new one.

    No Signal

    1. If a receiver is showing “No Signal” it means that it is not completing the handshake properly with the TV that it is connected to. 
    2. You will first want to start off by ensuring that the TV is on the same input to where the receiver is connected to
    3. You will then check and make sure that the receiver is receiving power by checking the back of the receiver and ensuring that the little green light on the power port on the receiver is lit up green. 
    4. If you confirm those two things and there is still no change, you can then try and move the HDMI cable connected to the TV to a different HDMI port, for example: if the HDMI cable is connected to HDMI 1, try and connect it to HDMI 2 and or HDMI 3 (Make sure to also change the input on the TV to whatever HDMI input you connect the cable to)
    5. If there is still no change, try and replace the HDMi cable entirely with a new one. 
    6. If there is still no change you will then need to try a different receiver, if the new receiver works without issues it is more than likely a faulty receiver.
    7. If there is still no change with a different receiver, you can then take both receivers to a completely new TV and try and connect them there. If the receivers boot up with no issues then we know it’s a bad TV and the customer will need to replace the TV.

    OIL RIGS/CABINS 775/771

    1. Oil Rigs, and cabins will have a Single Dish/LNB splitter set up to provide signal to the receivers as shown below.
    2. If you are ever receiving 775/771 on these rigs/cabins you will always want to start off by ensuring that the 21/29v power inserter is powered on. If you have ensured that it is powered on, but issues remain, you will want to powercycle the power inserter.
    3. If issues persist, you will then want to replace the coax cables leading from the power inserter to the splitter as well as the coax cables leading from receivers to splitter. 
    4. If there is still no change you will then want to replace the splitter if possible
    5. If still no change you will then want to attempt to replace the line leading from the LNB to the splitter
    6. Due to the customer being in a rural area, if there is still no change you can attempt to have the customer repeal the dish, by having the customer download a satellite pointer app on their phone. There they can then input their exact coordinates and look up what degree,angle, azimuth, elevation, polarization the dish should be at. This will assist them in re-peaking the dish. 
    7. If none of this works then a Tech will need to be dispatched to re-peak the dish or replace LNB