Before you begin troubleshooting this issue, make sure your receivers are compatible with Whole-Home DVR service.
1. Sign in to your directv.com account.
2. Click View My Equipment in the My Snapshot section.
3. Your HD DVR should have a model number starting with HR20 or higher and your HD receiver(s) should have a model number H21 or higher. Older models are not Whole-Home capable.
If your receivers are Whole-Home capable, proceed with Solution 1 below.