iDirect Lock problems need urgent help

Dear All,

I was on iDirect version 6.0.9 software and everything was okay. Recently, my hub did an upgade to 7.0.7 software and my modem tells me that the remote cannot operate in this network.  The rlock command returns remote locked to a specific network.  On contacting the modem resellers, they swore that the sell unlocked modems and that they have been able to change providers from one to the other without any hitch.  I am also confused if I was able to change to my provider, why did it happen that when the version was upgraded, the lock issue came?

I am off the air for 1 week and need to get back there.  Can anyone assist plz?

Desparate Malachy

Hello TDMA Mike,

Thankyou for your advise.  I am getting stuck here and the providers are proving to me that the modem is not locked by any means at all costs.  I am getting the message " [B2A3] tmp/build-package.remote-phoenix.pkg <target list> ignored" besides the continous messages of this remote cannot operate in this network.

Must this have been caused by my power outage which occured during the process of my upgrade? Because I am also unable to access my modem using new iSite 7.0.7 software?

The modem was on an initial version of 7.1.0 and I personally downgraded it to 6.0.9 and even that time i am told it was not locked.

Desparate Malachy

Mike is correct, from what you are describing the modem has previously been in a network that had the RLOCK feature of the modem enabled. 

The message you are seeing "tmp/build-package.remote-phoenix.pkg <target list> ignored", if your remote has Rx lock this is perfectly normal, this is a package being sent from the hub, as your remote is not in the target list of the download it ignores the package.  standard for SCPC downstream.

Back to remote lock......there are two ways to unlock this modem.  the first is the provider of the modem gives you the password to unlock the modem.  the second is iDirect's TAC after establishing the ownership and getting approval from the original purchaser of the unit can provide an unlock for you.  this can and will only be done when they have full proof that this modem is allowed to operate outside of the network it was locked to and that it has an "honest" history.   You need to go to your reseller and ask them to contact iDirect with proof of ownership etc. 

Whatever you do, please don't listen to the nonsense spoken on some forums about going through the recovery procedure to get it unlocked, the Rlock code has nothing to do with image or options files, it is stored elsewhere and cannot be deleted by doing a recovery.   This will waste your time and frustrate you further with more downtime. The reason it operates in version 6 is exactly as Mike mentioned, the version 6 software does not check for rlock so even though it was there it did not stop the operation.

Remember an operator has placed the rlock feature on the remote for a reason....they owned the remote, if not and it can be demonstrated that it should not be locked I am sure iDirect will get it sorted for you.