Quick fixes & troubleshooting

Troubleshoot sound and picture issues

Learn how to fix DIRECTV audio, video and audiovisual issues.

Troubleshoot DIRECTV sound and picture issues

<p>
</p><p>Learn how to fix DIRECTV audio, video and audiovisual issues.</p>

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<h3>One channel is experiencing sound issues</h3>
<p>If only one channel is missing sound or there is sound distortion, it may resolve on its own in a few minutes. Sometimes, Secondary Audio Programming (SAP) creates sound problems. If you&#39;re listening to SAP Dolby Audio, try switching back to the primary language:</p>
<ol><li>Press <strong>INFO </strong>on your remote control.</li><li>Press the <strong>right arrow</strong> to highlight <strong>Audio/Video</strong> on the info bar.</li><li>Select <strong>English Dolby Audio<sup>TM</sup></strong>. (May vary depending on receiver type).</li></ol>
<h3>All channels are experiencing sound issues</h3>
<p>The cause of the sound issues may be the remote control or audio/visual cables.<br><br><strong>Check the remote control</strong><br>Press <strong>volume up</strong> on the remote control. If the volume doesn&#39;t respond, you may need to program the remote control. Learn how to <a href="https://www.directv.com/support/article/000092856" target="_blank">program your remote control</a>.<br><br><strong>Check the audio/video cables</strong><br>Are you running cables from the receiver to your TV through another device, like a stereo or sound system? If so, follow these steps:</p>
<ol><li>Check that the device connected to the TV and the receiver are powered on.</li><li>On your remote control, press TV INPUT to cycle through inputs, such as HDMI and HDMI3. If nothing happens, try programming your remote control.</li><li>If the problem persists, try connecting the receiver to the TV.</li><li>If the sound returns, the problem is with the device connected to the TV and receiver. Refer to the device manual for instructions on how to change audio inputs and settings.</li></ol>
<p>If you&#39;re not running cables from the receiver to the TV through another device, the issue could be the cable. Try tightening the cable connection or using a different cable.<br> </p>
<h3>Problems with sound synchronization</h3>
<p>Try these tips to resolve the issue:</p>
<ul><li>Change the channel. Changing channels helps to match up the audio sound and video.</li><li>Rewind the program you&#39;re watching. If you have a DVR, go back a few seconds, then fast-forward to return to the live broadcast.</li><li>Using surround sound? Try using the TV speakers only to test if the surround sound system is causing the issue. Refer to the manufacturer’s manual for additional troubleshooting help.</li></ul>
<h3>Learn how to restart your receiver to fix issues like pixilation, or bad picture.</h3>
<p><strong>Restart your receiver</strong></p>
<p>Reset your receiver(s) by pressing the red reset button or unplugging it from the power source.</p>
<ol><li>Locate the reset button - located on the side of the receiver or inside the access card door. </li></ol>
<p><img alt="Reset-Button.png" src="https://www.directv.com/content/dam/images/support/sf-images/Rem-Reset-Button.jpg"></p>
<ol start="2"><li>Press the red button, then wait for your receiver to reboot.</li></ol>
<p><br>  <strong>Heads up:</strong> When resetting a Genie Mini receiver, you should also restart the main Genie receiver.<br><br><strong>Unplug your receiver</strong></p>
<ol><li>Unplug your receiver&#39;s power cord from the electrical outlet, wait 15 seconds, and plug it back in. </li></ol>
<p><img alt="Plug.png" src="https://www.directv.com/content/dam/images/support/sf-images/Rec-Unplug.jpg"></p>
<ol start="2"><li>Press the <strong>Power </strong>button on the front panel of your receiver. Wait for your receiver to reboot.</li></ol>
<p><br><strong>Restore your receiver to factory settings</strong><br><br>Customized preferences, playlists, and favorites are lost with this method.</p>
<ol><li>Press and hold the blue DIRECTV power button on the front of your receiver.</li><li>Release after 20 seconds.</li></ol>
<p><img alt="Power-Button.png" src="https://www.directv.com/content/dam/images/support/sf-images/Rem-Power-Button.jpg"><br><br>Refreshing and reauthorizing your service is recommended during troubleshooting and fixes many issues. <a href="https://www.directv.com/support/article/000066860" target="_blank">Learn more about refreshing your service</a>.</p>



<h3>Get help with picture or sound issues on your DIRECTV device.</h3>
<p>DETAILED STEPS<br><br>Try these options as a first step to fix many picture, sound, or signal issues.</p>
<ul><li>Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.</li><li>Make sure you&#39;re connected to your home Wi-Fi network. If you have a solid green light on the front of your device, you&#39;re connected. If it&#39;s red and blinking, it&#39;s not.</li><li>Check your internet or Wi-Fi® connection and test your signal strength using your remote: Press the <strong>Home </strong>button, then <strong>Settings &gt; Help &gt; Troubleshooting &gt; Run Network Diagnostics</strong>.</li><li>Try using an Ethernet cable to connect to your DIRECTV device instead of Wi-Fi.</li><li><a href="https://www.directv.com/support/article/000067325" target="_blank">Check for DIRECTV device software updates</a>.</li><li>Restart your home network.</li></ul>
<p><strong>Good to know:</strong> For the best experience, your internet speed should be at least 24Mbps. Learn more about recommended speeds for DIRECTV.<br> </p>
<h3>Picture issues or no signal</h3>
<p>Having pixelated or no picture, video that’s out of sync with audio, or other video playback issues? Try this:</p>
<ul><li>Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.</li><li>Make sure that your TV isn’t in standby or screensaver mode. Press the Home button on your DIRECTV remote.</li><li>Check the video input cable to make sure it’s firmly connected to your device and to the HDMI or composite connector on your TV. If so, try changing the HDMI cable to a different port.</li><li>Swap out the HDMI cable with 2.0 or higher - use the provided HDMI cable. You can also remove any HDMI switches, so HDMI connects DIRECTV to the TV directly.</li><li>Be sure to check the input (or source) that your device is connected to. Or try a different input.</li></ul>
<h3>Sound or volume issues</h3>
<p>If DIRECTV doesn’t play any sound, plays sound out of sync with the video, or has other sound problems, try these options:</p>
<ul><li>Check the volume level and mute settings on your TV and any audio-visual (A/V) receivers you may have.</li><li>Check audio settings on your device using your remote: Press the <strong>Home </strong>button, then <strong>Settings &gt; System &gt; Remote &amp; Devices &gt; Program Your Remote &gt; Advanced Remote Program &gt; Switch Volume Control</strong>.</li><li>Make sure that your optical audio cable or HDMI cable is snugly attached to your device, the TV, and any A/V receivers.</li><li>Connect your device to a different input to see if you can hear sound.</li></ul>
<p>To enable surround sound, check audio settings on your device. Press the Home button on your remote, then <strong>Settings &gt; System &gt; Audio &gt; Audio Output</strong>. The output options are <strong>Stereo only</strong> or <strong>Surround Sound</strong>.</p>



<div id="tileTitle">Satellite dish</div>
<div id="tileDescription">Learn how to fix DIRECTV audio, video and audiovisual issues.</div>
<div id="tileGoBackLink">Go back and choose again</div>
<div id="tileGoBackText">Not your service?</div>
<div>Troubleshoot sound and picture issues based on the service you use:</div>
<div id="secondaryRadio1">
<div id="secondaryRadioName1"><strong>Genie, Genie Mini, HDDVR, and HD</strong></div>
<div id="secondaryRadioContent1">
<h3>One channel is experiencing sound issues</h3>
<p>If only one channel is missing sound or there is sound distortion, it may resolve on its own in a few minutes. Sometimes, Secondary Audio Programming (SAP) creates sound problems. If you&#39;re listening to SAP Dolby Audio, try switching back to the primary language:</p>
<ol><li>Press <strong>INFO </strong>on your remote control.</li><li>Press the <strong>right arrow</strong> to highlight <strong>Audio/Video</strong> on the info bar.</li><li>Select <strong>English Dolby Audio<sup>TM</sup></strong>. (May vary depending on receiver type).</li></ol>
<h3>All channels are experiencing sound issues</h3>
<p>The cause of the sound issues may be the remote control or audio/visual cables.<br><br><strong>Check the remote control</strong><br>Press <strong>volume up</strong> on the remote control. If the volume doesn&#39;t respond, you may need to program the remote control. Learn how to <a href="https://www.directv.com/support/article/000092856" target="_blank">program your remote control</a>.<br><br><strong>Check the audio/video cables</strong><br>Are you running cables from the receiver to your TV through another device, like a stereo or sound system? If so, follow these steps:</p>
<ol><li>Check that the device connected to the TV and the receiver are powered on.</li><li>On your remote control, press TV INPUT to cycle through inputs, such as HDMI and HDMI3. If nothing happens, try programming your remote control.</li><li>If the problem persists, try connecting the receiver to the TV.</li><li>If the sound returns, the problem is with the device connected to the TV and receiver. Refer to the device manual for instructions on how to change audio inputs and settings.</li></ol>
<p>If you&#39;re not running cables from the receiver to the TV through another device, the issue could be the cable. Try tightening the cable connection or using a different cable.<br> </p>
<h3>Problems with sound synchronization</h3>
<p>Try these tips to resolve the issue:</p>
<ul><li>Change the channel. Changing channels helps to match up the audio sound and video.</li><li>Rewind the program you&#39;re watching. If you have a DVR, go back a few seconds, then fast-forward to return to the live broadcast.</li><li>Using surround sound? Try using the TV speakers only to test if the surround sound system is causing the issue. Refer to the manufacturer’s manual for additional troubleshooting help.</li></ul>
<h3>Learn how to restart your receiver to fix issues like pixilation, or bad picture.</h3>
<p><strong>Restart your receiver</strong></p>
<p>Reset your receiver(s) by pressing the red reset button or unplugging it from the power source.</p>
<ol><li>Locate the reset button - located on the side of the receiver or inside the access card door. </li></ol>
<p><img alt="Reset-Button.png" src="https://www.directv.com/content/dam/images/support/sf-images/Rem-Reset-Button.jpg"></p>
<ol start="2"><li>Press the red button, then wait for your receiver to reboot.</li></ol>
<p><br>  <strong>Heads up:</strong> When resetting a Genie Mini receiver, you should also restart the main Genie receiver.<br><br><strong>Unplug your receiver</strong></p>
<ol><li>Unplug your receiver&#39;s power cord from the electrical outlet, wait 15 seconds, and plug it back in. </li></ol>
<p><img alt="Plug.png" src="https://www.directv.com/content/dam/images/support/sf-images/Rec-Unplug.jpg"></p>
<ol start="2"><li>Press the <strong>Power </strong>button on the front panel of your receiver. Wait for your receiver to reboot.</li></ol>
<p><br><strong>Restore your receiver to factory settings</strong><br><br>Customized preferences, playlists, and favorites are lost with this method.</p>
<ol><li>Press and hold the blue DIRECTV power button on the front of your receiver.</li><li>Release after 20 seconds.</li></ol>
<p><img alt="Power-Button.png" src="https://www.directv.com/content/dam/images/support/sf-images/Rem-Power-Button.jpg"><br><br>Refreshing and reauthorizing your service is recommended during troubleshooting and fixes many issues. <a href="https://www.directv.com/support/article/000066860" target="_blank">Learn more about refreshing your service</a>.</p>
</div>
</div>
<div id="secondaryRadio2">
<div id="secondaryRadioName2"><strong>DIRECTV device</strong></div>
<div id="secondaryRadioContent2">
<h3>Get help with picture or sound issues on your DIRECTV device.</h3>
<p>DETAILED STEPS<br><br>Try these options as a first step to fix many picture, sound, or signal issues.</p>
<ul><li>Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.</li><li>Make sure you&#39;re connected to your home Wi-Fi network. If you have a solid green light on the front of your device, you&#39;re connected. If it&#39;s red and blinking, it&#39;s not.</li><li>Check your internet or Wi-Fi® connection and test your signal strength using your remote: Press the <strong>Home </strong>button, then <strong>Settings &gt; Help &gt; Troubleshooting &gt; Run Network Diagnostics</strong>.</li><li>Try using an Ethernet cable to connect to your DIRECTV device instead of Wi-Fi.</li><li><a href="https://www.directv.com/support/article/000067325" target="_blank">Check for DIRECTV device software updates</a>.</li><li>Restart your home network.</li></ul>
<p><strong>Good to know:</strong> For the best experience, your internet speed should be at least 24Mbps. Learn more about recommended speeds for DIRECTV.<br> </p>
<h3>Picture issues or no signal</h3>
<p>Having pixelated or no picture, video that’s out of sync with audio, or other video playback issues? Try this:</p>
<ul><li>Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.</li><li>Make sure that your TV isn’t in standby or screensaver mode. Press the Home button on your DIRECTV remote.</li><li>Check the video input cable to make sure it’s firmly connected to your device and to the HDMI or composite connector on your TV. If so, try changing the HDMI cable to a different port.</li><li>Swap out the HDMI cable with 2.0 or higher - use the provided HDMI cable. You can also remove any HDMI switches, so HDMI connects DIRECTV to the TV directly.</li><li>Be sure to check the input (or source) that your device is connected to. Or try a different input.</li></ul>
<h3>Sound or volume issues</h3>
<p>If DIRECTV doesn’t play any sound, plays sound out of sync with the video, or has other sound problems, try these options:</p>
<ul><li>Check the volume level and mute settings on your TV and any audio-visual (A/V) receivers you may have.</li><li>Check audio settings on your device using your remote: Press the <strong>Home </strong>button, then <strong>Settings &gt; System &gt; Remote &amp; Devices &gt; Program Your Remote &gt; Advanced Remote Program &gt; Switch Volume Control</strong>.</li><li>Make sure that your optical audio cable or HDMI cable is snugly attached to your device, the TV, and any A/V receivers.</li><li>Connect your device to a different input to see if you can hear sound.</li></ul>
<p>To enable surround sound, check audio settings on your device. Press the Home button on your remote, then <strong>Settings &gt; System &gt; Audio &gt; Audio Output</strong>. The output options are <strong>Stereo only</strong> or <strong>Surround Sound</strong>.</p>
</div>
</div>


Satellite dish


<p>Fix Gemini device issues</p>
<h3>Get help with picture or sound issues on your DIRECTV device.</h3>
<p>INSTRUCTIONS &amp; INFO<br><br><strong>General tips</strong><br><br>Try these options as a first step to fix many picture, sound or signal issues.</p>
<ul><li>Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.</li><li>Make sure you&#39;re connected to your home Wi-Fi network. If you have a solid green light on the front of your device, you&#39;re connected. If it&#39;s red and blinking, it&#39;s not.</li><li>Check your internet or Wi-Fi® connection and test your signal strength using your remote: Press the <strong>Home </strong>button, then <strong>Settings &gt; Help &gt; Troubleshooting &gt; Run Network Diagnostics.</strong></li><li>Try using an Ethernet cable to connect to your DIRECTV device instead of Wi-Fi.</li><li><a href="https://www.directv.com/support/article/000067325" target="_blank">Check for DIRECTV device software updates</a>.</li><li>Restart your home network.</li></ul>
<p><br><strong>Good to know:</strong> For the best experience, your internet speed should be at least 24Mbps. <a href="https://www.directv.com/support/internet/article/000093620/" target="_blank">Learn more about recommended speeds for DIRECTV STREAM</a>.<br> </p>
<h3>Picture issues or no signal</h3>
<p><br>Having pixelated or no picture, video that’s out of sync with audio, or other video playback issues? Try this:</p>
<ul><li>Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.</li><li>Make sure that your TV isn’t in standby or screensaver mode. Press the Home button on your DIRECTV remote.</li><li>Check the video input cable to make sure it’s firmly connected to your device and to the HDMI or composite connector on your TV. If so, try changing the HDMI cable to a different port.</li><li>Swap out the HDMI cable with 2.0 or higher - use the provided HDMI cable. You can also remove any HDMI switches so HDMI connects DIRECTV STREAM to the TV directly.</li><li>Be sure to check the input (or source) that your device is connected to. Or, try a different input.</li></ul>
<h3>Sound or volume issues</h3>
<p>If DIRECTV STREAM doesn’t play any sound, plays sound out of sync with the video, or has other sound problems, try these options:</p>
<ul><li>Check the volume level and mute settings on your TV and any audio-visual (A/V) receivers you may have.</li><li>Check audio settings on your device using your remote: Press the Home button, then <strong>Settings &gt; System &gt; Remote &amp; Devices &gt; Program Your Remote &gt; Advanced Remote Program &gt; Switch Volume Control.</strong></li><li>Make sure that your optical audio cable or HDMI cable is snugly attached to your device, the TV, and any A/V receivers.</li><li>Connect your device to a different input to see if you can hear sound.</li></ul>
<p><br>To enable surround sound, check audio settings on your device. Press the <strong>Home</strong> button on your remote, then <strong>Settings &gt; System &gt; Audio &gt; Audio Output</strong>. The output options are <strong>Stereo only</strong> or <strong>Surround Sound</strong>.<br><br><br> </p>



<p>Fix Gemini Air issues<br><br><img alt="geminiair-don.png" src="https://www.directv.com/content/dam/images/support/sf-images/geminiair-don.jpg"></p>
<h3>Get help with picture or sound issues on your Gemini Air device.</h3>
<ul><li>Confirm your Gemini Air power supply unit is securely connected.
<ul><li>If needed, unplug your device for at least 30 seconds and then plug it back in.</li></ul>
</li><li>To <strong>restart </strong>your Gemini Air device:
<ul><li>Press and release button on <strong>back </strong>of device <strong>OR</strong></li><li>Using the remote, press Home &gt; Settings &gt; System &gt; Restart/Reset &gt; Factory Restart.</li></ul>
</li><li>To <strong>reset</strong> factory settings:
<ul><li>Press and hold button on <strong>back </strong>of device for 15 seconds <strong>OR</strong></li><li>Using the remote, press Home &gt; Settings &gt; System &gt; Restart/Reset &gt; Factory Reset.</li></ul>
</li><li>To <strong>turn off</strong> power:
<ul><li>Press the <strong>Off</strong>-button <strong>OR</strong></li><li>Unplug the power supply.</li></ul>
</li></ul>
<p> </p>
<h3>Check your internet connection</h3>
<ol><li>Press <strong>Home </strong>on your Gemini remote.</li><li>Choose <strong>Settings</strong>, then <strong>Help</strong>.</li><li>Select <strong>Troubleshooting</strong>, then <strong>Run Network Diagnostics</strong>.</li></ol>



<h3>Troubleshoot DIRECTV app streaming, video, and sound problems on your Roku player.</h3>
<p>DETAILED STEPS<br><br><strong>General tips</strong><br><br><strong>Roku players</strong> </p>
<ul><li>Make sure you’re connected to your home Wi-Fi network.</li><li><a href="https://www.directv.com/support/internet/article/000093620/" target="_blank">Make sure you have the suggested internet speeds for DIRECTV</a>.</li><li>Delete the DIRECTV app from your player and download it again.</li><li>Confirm your Roku remote control batteries still work.</li><li>Check for Roku device updates.</li><li>Unplug your Roku device from your TV or monitor for 1 minute.</li><li>Restart your Roku device.</li></ul>
<p><strong>Important: </strong>When you set up your DIRECTV device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the DIRECTV app on your Roku will also be limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your DIRECTV device.<br><br><strong>Roku mobile app</strong></p>
<ul><li>Make sure your mobile device is fully charged and connected to the internet.</li><li>Check your app store for updates to your DIRECTV and Roku apps.</li><li>Delete the DIRECTV app from your mobile device and download it again.</li><li>Check for software updates for your mobile device.</li><li>Restart your mobile device.</li></ul>
<h3>Video playback</h3>
<p>Having pixelated or no video, video that’s out of sync with audio, or other video issues on your Roku? Try these options:</p>
<ul><li>Turn your TV off and back on.</li><li>Make sure your Roku player or TV isn’t in standby or screensaver mode by pressing any button on the Roku remote control. If the player responds, it’s working normally.</li><li>Check the video input cable to make sure it’s firmly connected to your Roku player and to the HDMI or composite connector on the TV.</li><li>Try disconnecting and reconnecting all Roku cables, including the power cable.</li><li>Make sure your Roku Streaming Stick is snugly connected to your TV’s HDMI port, if applicable.</li><li>Be sure you selected the correct TV video input (or source) that your Roku player connector is connected to. Or try a different input.</li></ul>
<h3>Sound issues on Roku players</h3>
<p>If the DIRECTV app launches on your Roku player, but doesn&#39;t play any sound, plays sound that’s out of sync with video, or has other sound problems, try these options:</p>
<ul><li>Check the volume level and mute settings on your TV and any audiovisual (A/V) receivers you may have.</li><li>Try changing the cable or changing the A/V cables, one at a time. Composite cables are usually red and white.</li><li>Make sure that any composite cable sound connectors are snugly attached to both the Roku player, the TV, and any A/V receiver.</li><li>Connect your Roku player to a different input to see if you can hear sound.</li><li>Check or change your Roku audio settings by selecting Home, then Settings, and finally Audio.</li><li>Set HDMI and S/DIF to Dolby/D.</li><li>Set HDMI to PCM-Stereo.</li></ul>
<p><br>For more help with Roku issues, visit <a href="https://support.roku.com/article/208755518" target="_blank">Roku support</a>.</p>



<h3>Troubleshoot DIRECTV app crashes, sound, and video issues on your Apple TV.</h3>
<p>INSTRUCTIONS &amp; INFO<br><br>Try these options first to fix many picture and sound issues with the DIRECTV app:</p>
<ul><li>Check the HDMI connection between your Apple TV and television.</li><li>Close and restart the DIRECTV app.</li><li>Turn off your Apple TV for at least 30 seconds and turn it back on.</li><li>Restart your home network</li><li>Make sure you’re connected to your home network. From the Apple TV home menu, select <strong>Settings </strong>and then <strong>Network</strong>.</li><li>Check for DIRECTV app updates. Apple TV should automatically update the DIRECTV app. If you turned off automatic updates, you could get updates from the App Store®.</li><li>Make sure those are up to date.
<ul><li>Go to <strong>Settings </strong>then <strong>System </strong>and select <strong>Software updates</strong>. Confirm you have the most current software. If it isn’t, update your software and restart the DIRECTV app.</li></ul>
</li><li>Uninstall and reinstall the DIRECTV app. Once you remove the app, download it again from the App store.</li></ul>
<p>Want more tips? Learn how to <a href="https://www.directv.com/support/internet/article/000093621/" target="_blank">improve DIRECTV streaming and fix connection errors</a>.<br><br><strong>Important:</strong> When you set up your DIRECTV device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the DIRECTV app on your Apple TV will also be limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your DIRECTV device.<br> </p>
<h3>Sound and data issues</h3>
<p><strong>Check sound settings</strong></p>
<ol><li>On your Apple TV, select Settings, then Audio &amp; Video.</li><li>Make sure:
<ul><li>Audio Out is set to Apple TV.</li><li>Sound Effects and Music are set to on.</li><li>In Surround Sound settings, make sure that Best Quality Available is selected.</li></ul>
</li></ol>
<p><br><strong>Clear DIRECTV app cache and data</strong></p>
<ol><li>From the Apple TV home menu, select <strong>Settings</strong>, then <strong>Apps </strong>and <strong>Manage Installed Apps</strong>.</li><li>Choose <strong>DIRECTV</strong>.</li><li>Select <strong>Clear Cache and Clear Data</strong>.</li></ol>
<p><br>Other Apple TV help<br><br>Still having trouble? Go to <a href="https://support.apple.com/apple-tv" target="_blank">Apple TV Support</a>.</p>



<h3>Having trouble with video or sound on the DIRECTV app?<br>Learn ways to fix common issues on your Samsung TV.</h3>
<p>INSTRUCTIONS &amp; INFO<br><br>Try these options first to fix many picture and sound issues with the DIRECTV app.</p>
<ul><li><a href="https://www.samsung.com/us/appstore/app/G17347010659-compatible" target="_blank">Confirm your TV is compatible with the DIRECTV app</a>.</li><li>Close and reopen the DIRECTV app.</li><li>Check your TV for software updates.</li><li>Uninstall and then reinstall the DIRECTV app.</li><li>Restart your TV.</li><li>Make sure your TV is connected to your home network. On your TV, select <strong>Settings</strong>, and then <strong>Network</strong>. Choose <strong>Network Status</strong>. You’ll see images of your TV, router, and internet as they connect in that order. Look for 3 dots between the images to show you’re connected. See an X? You’ve lost your connection.</li></ul>
<p>Want more tips? <a href="https://www.directv.com/support/internet/article/000093621/" target="_blank">Learn how to improve DIRECTV  streaming and fix connection errors</a> .<br><br><strong>Important:</strong> When you set up an DIRECTV device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the DIRECTV app on your Samsung TV is also limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your DIRECTV device.<br> </p>
<h3>Check for software updates</h3>
<p>Software updates should occur automatically. To check your TV software manually:</p>
<ul><li>Press <strong>Home </strong>on your TV remote.</li><li>Scroll right to <strong>Settings </strong>and select <strong>Support</strong>.</li><li>Choose <strong>Software Update</strong>.</li><li>Select <strong>Update Now</strong>.</li></ul>
<p><br>Find more help for your Samsung TV<br><br>Get additional help at <a href="https://www.samsung.com/us/support/televisions-home-theater/televisions/" target="_blank">Samsung TV support</a>.<br> </p>



<h3>Can’t synch Chromecast and your mobile device? Learn ways to fix common picture, sound, and icon issues.</h3>
<p>INSTRUCTIONS &amp; INFO<br><br><strong>General tips</strong><br><br>Try these options to fix many picture and sound issues with the DIRECTV app and your Chromecast<sup>TM </sup>device:</p>
<ul><li>Launch the Google Home app, choose Devices, and Stop Casting. Then, cast again.</li><li>Try casting from another app. Launch the app and select Cast.</li><li>Unplug the power cord for your Chromecast device for one minute, plug it back in, and restart the device.</li><li>Check for updates to the DIRECTV and Google Home apps from the Google Play Store.</li><li>Restart your Android or iOS device.</li></ul>
<p><br><strong>Good to know: </strong>To cast content with Closed Captions from a mobile device to a paired TV, toggle the Chromecast-enabled mobile device screen.<br> </p>
<h3>Synching issues</h3>
<p>No play or pause button? Closed captioning missing? Try these options if your device doesn’t sync within a few seconds of casting:</p>
<ul><li>Select Casting (top, right corner of your device screen). Your screen should refresh and your program display.</li><li>Restart your device and then try casting from the app again.</li><li>Unplug the power cord for your Chromecast device for one minute and then plug it back in.</li></ul>
<p> </p>
<h3>Pairing and icon issues</h3>
<p>Having pairing issues or missing your Chromecast icon? These tips may help:</p>
<ul><li>Confirm your Android or iOS device is <a href="https://www.directv.com/support/article/000066174" target="_blank">compatible with the DIRECTV app</a>.</li><li>Make sure your mobile device and Chromecast device are connected to the same Wi-Fi® network.</li><li>Close and reopen the DIRECTV and Google Home apps.</li><li>Check for updates for your Android or iOS device.</li><li>Unplug the power cord for your Chromecast device for one minute, plug it back in, and restart your Android or iOS device.</li></ul>
<p><br><strong>Important:</strong> When you set up a DIRECTV device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the DIRECTV app on a Chromecast device is also limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your DIRECTV device.<br><br>For further assistance, visit <a href="https://support.google.com/chromecast/chromecast/?hl=en#topic=3058948" target="_blank">Chromecast support</a>.<br> </p>



<div id="tileTitle">Internet connection (No satellite)</div>
<div id="tileDescription">Learn how to fix DIRECTV audio, video and audiovisual issues.</div>
<div id="tileGoBackLink">Go back and choose again</div>
<div id="tileGoBackText">Not your service?</div>
<div>Troubleshoot sound and picture issues based on the service you use:</div>
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<div id="secondaryRadioName1"><strong>Gemini</strong></div>
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<p>Fix Gemini device issues</p>
<h3>Get help with picture or sound issues on your DIRECTV device.</h3>
<p>INSTRUCTIONS &amp; INFO<br><br><strong>General tips</strong><br><br>Try these options as a first step to fix many picture, sound or signal issues.</p>
<ul><li>Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.</li><li>Make sure you&#39;re connected to your home Wi-Fi network. If you have a solid green light on the front of your device, you&#39;re connected. If it&#39;s red and blinking, it&#39;s not.</li><li>Check your internet or Wi-Fi® connection and test your signal strength using your remote: Press the <strong>Home </strong>button, then <strong>Settings &gt; Help &gt; Troubleshooting &gt; Run Network Diagnostics.</strong></li><li>Try using an Ethernet cable to connect to your DIRECTV device instead of Wi-Fi.</li><li><a href="https://www.directv.com/support/article/000067325" target="_blank">Check for DIRECTV device software updates</a>.</li><li>Restart your home network.</li></ul>
<p><br><strong>Good to know:</strong> For the best experience, your internet speed should be at least 24Mbps. <a href="https://www.directv.com/support/internet/article/000093620/" target="_blank">Learn more about recommended speeds for DIRECTV STREAM</a>.<br> </p>
<h3>Picture issues or no signal</h3>
<p><br>Having pixelated or no picture, video that’s out of sync with audio, or other video playback issues? Try this:</p>
<ul><li>Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.</li><li>Make sure that your TV isn’t in standby or screensaver mode. Press the Home button on your DIRECTV remote.</li><li>Check the video input cable to make sure it’s firmly connected to your device and to the HDMI or composite connector on your TV. If so, try changing the HDMI cable to a different port.</li><li>Swap out the HDMI cable with 2.0 or higher - use the provided HDMI cable. You can also remove any HDMI switches so HDMI connects DIRECTV STREAM to the TV directly.</li><li>Be sure to check the input (or source) that your device is connected to. Or, try a different input.</li></ul>
<h3>Sound or volume issues</h3>
<p>If DIRECTV STREAM doesn’t play any sound, plays sound out of sync with the video, or has other sound problems, try these options:</p>
<ul><li>Check the volume level and mute settings on your TV and any audio-visual (A/V) receivers you may have.</li><li>Check audio settings on your device using your remote: Press the Home button, then <strong>Settings &gt; System &gt; Remote &amp; Devices &gt; Program Your Remote &gt; Advanced Remote Program &gt; Switch Volume Control.</strong></li><li>Make sure that your optical audio cable or HDMI cable is snugly attached to your device, the TV, and any A/V receivers.</li><li>Connect your device to a different input to see if you can hear sound.</li></ul>
<p><br>To enable surround sound, check audio settings on your device. Press the <strong>Home</strong> button on your remote, then <strong>Settings &gt; System &gt; Audio &gt; Audio Output</strong>. The output options are <strong>Stereo only</strong> or <strong>Surround Sound</strong>.<br><br><br> </p>
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<div id="secondaryRadioName2"><strong>Gemini Air</strong></div>
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<p>Fix Gemini Air issues<br><br><img alt="geminiair-don.png" src="https://www.directv.com/content/dam/images/support/sf-images/geminiair-don.jpg"></p>
<h3>Get help with picture or sound issues on your Gemini Air device.</h3>
<ul><li>Confirm your Gemini Air power supply unit is securely connected.
<ul><li>If needed, unplug your device for at least 30 seconds and then plug it back in.</li></ul>
</li><li>To <strong>restart </strong>your Gemini Air device:
<ul><li>Press and release button on <strong>back </strong>of device <strong>OR</strong></li><li>Using the remote, press Home &gt; Settings &gt; System &gt; Restart/Reset &gt; Factory Restart.</li></ul>
</li><li>To <strong>reset</strong> factory settings:
<ul><li>Press and hold button on <strong>back </strong>of device for 15 seconds <strong>OR</strong></li><li>Using the remote, press Home &gt; Settings &gt; System &gt; Restart/Reset &gt; Factory Reset.</li></ul>
</li><li>To <strong>turn off</strong> power:
<ul><li>Press the <strong>Off</strong>-button <strong>OR</strong></li><li>Unplug the power supply.</li></ul>
</li></ul>
<p> </p>
<h3>Check your internet connection</h3>
<ol><li>Press <strong>Home </strong>on your Gemini remote.</li><li>Choose <strong>Settings</strong>, then <strong>Help</strong>.</li><li>Select <strong>Troubleshooting</strong>, then <strong>Run Network Diagnostics</strong>.</li></ol>
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<div id="secondaryRadioName3"><strong>Roku</strong></div>
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<h3>Troubleshoot DIRECTV app streaming, video, and sound problems on your Roku player.</h3>
<p>DETAILED STEPS<br><br><strong>General tips</strong><br><br><strong>Roku players</strong> </p>
<ul><li>Make sure you’re connected to your home Wi-Fi network.</li><li><a href="https://www.directv.com/support/internet/article/000093620/" target="_blank">Make sure you have the suggested internet speeds for DIRECTV</a>.</li><li>Delete the DIRECTV app from your player and download it again.</li><li>Confirm your Roku remote control batteries still work.</li><li>Check for Roku device updates.</li><li>Unplug your Roku device from your TV or monitor for 1 minute.</li><li>Restart your Roku device.</li></ul>
<p><strong>Important: </strong>When you set up your DIRECTV device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the DIRECTV app on your Roku will also be limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your DIRECTV device.<br><br><strong>Roku mobile app</strong></p>
<ul><li>Make sure your mobile device is fully charged and connected to the internet.</li><li>Check your app store for updates to your DIRECTV and Roku apps.</li><li>Delete the DIRECTV app from your mobile device and download it again.</li><li>Check for software updates for your mobile device.</li><li>Restart your mobile device.</li></ul>
<h3>Video playback</h3>
<p>Having pixelated or no video, video that’s out of sync with audio, or other video issues on your Roku? Try these options:</p>
<ul><li>Turn your TV off and back on.</li><li>Make sure your Roku player or TV isn’t in standby or screensaver mode by pressing any button on the Roku remote control. If the player responds, it’s working normally.</li><li>Check the video input cable to make sure it’s firmly connected to your Roku player and to the HDMI or composite connector on the TV.</li><li>Try disconnecting and reconnecting all Roku cables, including the power cable.</li><li>Make sure your Roku Streaming Stick is snugly connected to your TV’s HDMI port, if applicable.</li><li>Be sure you selected the correct TV video input (or source) that your Roku player connector is connected to. Or try a different input.</li></ul>
<h3>Sound issues on Roku players</h3>
<p>If the DIRECTV app launches on your Roku player, but doesn&#39;t play any sound, plays sound that’s out of sync with video, or has other sound problems, try these options:</p>
<ul><li>Check the volume level and mute settings on your TV and any audiovisual (A/V) receivers you may have.</li><li>Try changing the cable or changing the A/V cables, one at a time. Composite cables are usually red and white.</li><li>Make sure that any composite cable sound connectors are snugly attached to both the Roku player, the TV, and any A/V receiver.</li><li>Connect your Roku player to a different input to see if you can hear sound.</li><li>Check or change your Roku audio settings by selecting Home, then Settings, and finally Audio.</li><li>Set HDMI and S/DIF to Dolby/D.</li><li>Set HDMI to PCM-Stereo.</li></ul>
<p><br>For more help with Roku issues, visit <a href="https://support.roku.com/article/208755518" target="_blank">Roku support</a>.</p>
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<div id="secondaryRadio4">
<div id="secondaryRadioName4"><strong>Apple TV</strong></div>
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<h3>Troubleshoot DIRECTV app crashes, sound, and video issues on your Apple TV.</h3>
<p>INSTRUCTIONS &amp; INFO<br><br>Try these options first to fix many picture and sound issues with the DIRECTV app:</p>
<ul><li>Check the HDMI connection between your Apple TV and television.</li><li>Close and restart the DIRECTV app.</li><li>Turn off your Apple TV for at least 30 seconds and turn it back on.</li><li>Restart your home network</li><li>Make sure you’re connected to your home network. From the Apple TV home menu, select <strong>Settings </strong>and then <strong>Network</strong>.</li><li>Check for DIRECTV app updates. Apple TV should automatically update the DIRECTV app. If you turned off automatic updates, you could get updates from the App Store®.</li><li>Make sure those are up to date.
<ul><li>Go to <strong>Settings </strong>then <strong>System </strong>and select <strong>Software updates</strong>. Confirm you have the most current software. If it isn’t, update your software and restart the DIRECTV app.</li></ul>
</li><li>Uninstall and reinstall the DIRECTV app. Once you remove the app, download it again from the App store.</li></ul>
<p>Want more tips? Learn how to <a href="https://www.directv.com/support/internet/article/000093621/" target="_blank">improve DIRECTV streaming and fix connection errors</a>.<br><br><strong>Important:</strong> When you set up your DIRECTV device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the DIRECTV app on your Apple TV will also be limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your DIRECTV device.<br> </p>
<h3>Sound and data issues</h3>
<p><strong>Check sound settings</strong></p>
<ol><li>On your Apple TV, select Settings, then Audio &amp; Video.</li><li>Make sure:
<ul><li>Audio Out is set to Apple TV.</li><li>Sound Effects and Music are set to on.</li><li>In Surround Sound settings, make sure that Best Quality Available is selected.</li></ul>
</li></ol>
<p><br><strong>Clear DIRECTV app cache and data</strong></p>
<ol><li>From the Apple TV home menu, select <strong>Settings</strong>, then <strong>Apps </strong>and <strong>Manage Installed Apps</strong>.</li><li>Choose <strong>DIRECTV</strong>.</li><li>Select <strong>Clear Cache and Clear Data</strong>.</li></ol>
<p><br>Other Apple TV help<br><br>Still having trouble? Go to <a href="https://support.apple.com/apple-tv" target="_blank">Apple TV Support</a>.</p>
</div>
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<div id="secondaryRadio5">
<div id="secondaryRadioName5"><strong>Samsung TV</strong></div>
<div id="secondaryRadioContent5">
<h3>Having trouble with video or sound on the DIRECTV app?<br>Learn ways to fix common issues on your Samsung TV.</h3>
<p>INSTRUCTIONS &amp; INFO<br><br>Try these options first to fix many picture and sound issues with the DIRECTV app.</p>
<ul><li><a href="https://www.samsung.com/us/appstore/app/G17347010659-compatible" target="_blank">Confirm your TV is compatible with the DIRECTV app</a>.</li><li>Close and reopen the DIRECTV app.</li><li>Check your TV for software updates.</li><li>Uninstall and then reinstall the DIRECTV app.</li><li>Restart your TV.</li><li>Make sure your TV is connected to your home network. On your TV, select <strong>Settings</strong>, and then <strong>Network</strong>. Choose <strong>Network Status</strong>. You’ll see images of your TV, router, and internet as they connect in that order. Look for 3 dots between the images to show you’re connected. See an X? You’ve lost your connection.</li></ul>
<p>Want more tips? <a href="https://www.directv.com/support/internet/article/000093621/" target="_blank">Learn how to improve DIRECTV  streaming and fix connection errors</a> .<br><br><strong>Important:</strong> When you set up an DIRECTV device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the DIRECTV app on your Samsung TV is also limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your DIRECTV device.<br> </p>
<h3>Check for software updates</h3>
<p>Software updates should occur automatically. To check your TV software manually:</p>
<ul><li>Press <strong>Home </strong>on your TV remote.</li><li>Scroll right to <strong>Settings </strong>and select <strong>Support</strong>.</li><li>Choose <strong>Software Update</strong>.</li><li>Select <strong>Update Now</strong>.</li></ul>
<p><br>Find more help for your Samsung TV<br><br>Get additional help at <a href="https://www.samsung.com/us/support/televisions-home-theater/televisions/" target="_blank">Samsung TV support</a>.<br> </p>
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<div id="secondaryRadioName6"><strong>Chromecast</strong></div>
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<h3>Can’t synch Chromecast and your mobile device? Learn ways to fix common picture, sound, and icon issues.</h3>
<p>INSTRUCTIONS &amp; INFO<br><br><strong>General tips</strong><br><br>Try these options to fix many picture and sound issues with the DIRECTV app and your Chromecast<sup>TM </sup>device:</p>
<ul><li>Launch the Google Home app, choose Devices, and Stop Casting. Then, cast again.</li><li>Try casting from another app. Launch the app and select Cast.</li><li>Unplug the power cord for your Chromecast device for one minute, plug it back in, and restart the device.</li><li>Check for updates to the DIRECTV and Google Home apps from the Google Play Store.</li><li>Restart your Android or iOS device.</li></ul>
<p><br><strong>Good to know: </strong>To cast content with Closed Captions from a mobile device to a paired TV, toggle the Chromecast-enabled mobile device screen.<br> </p>
<h3>Synching issues</h3>
<p>No play or pause button? Closed captioning missing? Try these options if your device doesn’t sync within a few seconds of casting:</p>
<ul><li>Select Casting (top, right corner of your device screen). Your screen should refresh and your program display.</li><li>Restart your device and then try casting from the app again.</li><li>Unplug the power cord for your Chromecast device for one minute and then plug it back in.</li></ul>
<p> </p>
<h3>Pairing and icon issues</h3>
<p>Having pairing issues or missing your Chromecast icon? These tips may help:</p>
<ul><li>Confirm your Android or iOS device is <a href="https://www.directv.com/support/article/000066174" target="_blank">compatible with the DIRECTV app</a>.</li><li>Make sure your mobile device and Chromecast device are connected to the same Wi-Fi® network.</li><li>Close and reopen the DIRECTV and Google Home apps.</li><li>Check for updates for your Android or iOS device.</li><li>Unplug the power cord for your Chromecast device for one minute, plug it back in, and restart your Android or iOS device.</li></ul>
<p><br><strong>Important:</strong> When you set up a DIRECTV device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the DIRECTV app on a Chromecast device is also limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your DIRECTV device.<br><br>For further assistance, visit <a href="https://support.google.com/chromecast/chromecast/?hl=en#topic=3058948" target="_blank">Chromecast support</a>.<br> </p>
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Troubleshoot sound and picture issues

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