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On-Screen Error Message: Wireless Connection Lost

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You may see this message on a TV that's connected to your Genie HD DVR or your Wireless Genie Mini.

If the message appears on the TV connected to your Genie HD DVR, it may be caused by one of the following situations:

  • Your Wireless Video Bridge lost connection to your Genie HD DVR
  • The Wireless Video Bridge lost power or is rebooting
  • The Wireless Video Bridge was removed from the home, but it was not removed from your Genie HD DVR's menu

Genie HD DVR Troubleshooting Steps

Before you begin troubleshooting, please make sure you have access to the following equipment: Genie HD DVR; Genie Mini Wireless; and Wireless Video Bridge.

Step 1

Your cables may be loose. Check that the coax cable connected to your Wireless Video Bridge is properly attached. Then check the coax cable attached to the Genie HD DVR.

Step 2

Reset your Wireless Video Bridge by unplugging its power cord and plugging it back in. After 10 seconds, the LED lights will blink blue. Please wait about 2-5 minutes until all the LED lights turn solid Blue.

Step 3

Go to your Genie HD DVR and reset it by pressing the red button located inside the access card door on the right side of the front panel.

Step 4

If you recently removed a Wireless Video Bridge from your home, you have to remove it from your Genie HD DVR’s menu. Here’s how:

a. Go to Menu - Settings & Help - Settings - Whole Home - Video Bridge, and select Remove Video Bridges
b. Is there at least one Wireless Video Bridge listed as “Active”?
  • If there are no Wireless Video Bridges listed as “Active,” please contact us.
  • If there are no Wireless Video Bridges listed as “Active” and no Wireless Genie Mini remaining in the home, continue to Step c.
  • If there is at least one active Wireless Video Bridge, continue to Step c.
c. Select the Wireless Video Bridge listed as "Not Found" and select Continue.
d. Press the Dash key [-] on your remote control.
e. If you see the “Successful Removal” message, select OK.

Contact Us

If the issue persists, please call us at 1-800-531-5000.

Make sure you have your DIRECTV account number handy when you call.
(Your nine-digit account number is printed at the top of your bill. If you don't have your bill handy, sign in to your directv.com account. You'll find your account number on your "My Overview" page next to your name.)

If the message appears on the TV connected to your Wireless Genie Mini, it may be caused by one of the following situations:

  • The Wireless Video Bridge lost power or is rebooting
  • Your Wireless Genie Mini is not in range of the Wireless Video Bridge
  • Your Genie HD DVR was replaced

Before you begin troubleshooting, please make sure you have access to the following equipment: Genie HD DVR; Genie Mini Wireless; and Wireless Video Bridge. Is this the first time using the Wireless Genie Mini after a Genie HD DVR replacement? If “Yes,” continue to Step 1. If “No,” skip to Step 2.

Step 1

IMPORTANT: Proceed only if this is the first time using the Wireless Genie Mini after a Genie HD DVR replacement.
a. Use your remote control to select "More Info," then select "Reset Connection."
b. Press the Dash (-) button on your remote to continue to the "Connecting to Video Bridge" screen. "Attempting to connect to video bridge…” will be displayed. Wait a few minutes until all your Wireless Genie Minis display the “Connecting to video bridge” message.
c. Go to the Genie HD DVR and press the MENU button on your remote. Then select Settings & Help - Settings - Whole-Home - Manage Clients - Add Client.
d. When you see a warning screen, press the DASH key on your remote.
e. Wait a couple minutes. Then go back to your Wireless Genie Mini and select “Connect Now.” You have to do this on every Wireless Genie Mini in your home. If you can’t select the button, please call us at 1-800-531-5000.
f. Wait for the video to appear. You may see a “Wireless Connection Lost” message for up to 2 minutes while your Wireless Genie Mini is connecting.
g. Once all the Wireless Genie Minis have video, go back to your Genie HD DVR and select “Done.”

Step 2

Reset your Wireless Video Bridge by unplugging its power cord and plugging it back in. After 10 seconds, the LED lights will blink blue. Please wait about 2-5 minutes until all the LED lights turn solid Blue.

Step 3

Go to your Wireless Genie Mini. Is the network LED light solid green? If it’s not solid green, see what it means.

Contact Us

If the issue persists, please call us at 1-800-531-5000.

Make sure you have your DIRECTV account number handy when you call.
(Your nine-digit account number is printed at the top of your bill. If you don't have your bill handy, sign in to your directv.com account. You'll find your account number on your "My Overview" page next to your name.)

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