Orders, apps & equipment

Troubleshoot your DIRECTV device

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<div id="selectorOptionsLabel">Choose the service you have at your home:</div>
<div id="selectorOptions">
<div id="primaryTile"><span id="tileImage">https://www.directv.com/dtvassets/support/Satellite.png</span>
<div id="tileLabel">Satellite Dish</div>
<div id="tileContent">
<div id="tileTitle">Satellite Dish</div>
<div id="tileDescription">Troubles with your DIRECTV device? Here are four methods that may fix the problem.</div>
<div id="tileGoBackLink">Go back and choose again</div>
<div id="tileGoBackText">Not your service?</div>
<div id="secondaryRadio1">
<div id="secondaryRadioName1"><strong>Troubleshoot power. </strong>Try this if your device won’t turn on at all.</div>
<div id="secondaryRadioContent1">
<h3>Troubleshoot power</h3>
<p>If your device won’t start at all, follow these steps.</p>
<ol><li>Make sure your TV is turned on.</li><li>Press the Power button on the front panel of your device. If your device doesn’t turn on, continue to next step.</li><li>Unplug the power cord from the back of your device and the electrical outlet. Securely plug in both ends. <strong>Heads up:</strong> If a light switch controls the outlet, make sure it’s flipped on. If you’re connected to a power strip, be sure it’s turned on.</li><li>Press the <strong>Power</strong> button on the front panel of your device.<br><img src="https://www.directv.com/content/dam/images/support/sf-images/Rec-Unplug.jpg" alt="optionA.jpg"></img></li></ol>
<p>If your device still doesn’t turn on, <strong>test your electrical outlet</strong></p>
<ol><li>Unplug your device and plug in something that works (like a lamp). If it works, the problem is with your device. If it doesn&#39;t, try resetting the outlet. You can reset the circuit breaker or press the reset button if your outlet has one (see image).<br><img alt="Outlet test" height="244" src="https://www.directv.com/content/dam/images/support/sf-images/outlet-reset.jpg" width="323"></img></li><li>Plug your device into a working outlet to see if it turns on.</li></ol>
</div>
</div>
<div id="secondaryRadio2">
<div id="secondaryRadioName2"><strong>Restart: </strong>Try this for poor picture quality or issues with sound.</div>
<div id="secondaryRadioContent2">
<h3>Restart</h3>
<p>Poor picture quality or issues with sound? Try restarting.</p>
<p>You can restart your device(s) in one of two ways:</p>
<ol><li>Briefly press the red or blue reset button, or<br><img src="https://www.directv.com/content/dam/images/support/sf-images/Rem-Reset-Button.jpg" alt="reset-btn.jpg"></img></li><li>Unplug your device, wait 15 seconds, plug it back in, and turn on the power.<br><img src="https://www.directv.com/content/dam/images/support/sf-images/Rec-Unplug.jpg" alt="optionA.jpg"></img></li></ol>
<p><strong>Heads up:</strong></p>
<ul><li>The reset button is located on the side of the device or inside the access card door.</li><li>When resetting a Genie Mini, you should also restart the main Genie device.</li></ul>
</div>
</div>
<div id="secondaryRadio3">
<div id="secondaryRadioName3"><strong>Refresh: </strong>This method can restore missing channels or premium subscriptions.</div>
<div id="secondaryRadioContent3">
<h3>Refresh</h3>
<p>Many issues, including channels missing from the guide, can be fixed by refreshing (reauthorizing) your device with DIRECTV. To refresh:</p>
<ol><li>Go to <a href="https://www.directv.com/accounts/satellite/equipments" target="_blank">My equipment &amp; services</a>.</li><li>Review the equipment you have and identify the impacted device(s).</li><li>Select <strong>Refresh device</strong>. This takes a minute or two and may briefly interrupt your service.</li></ol>
</div>
</div>
<div id="secondaryRadio4">
<div id="secondaryRadioName4"><strong>Reset (to factory settings): </strong>This method can correct serious issues like total loss of signal.</div>
<div id="secondaryRadioContent4">
<h3>Reset (to factory settings)</h3>
<p>More serious issues, like loss of signal, may be fixed by resetting your device to factory settings.</p>
<p><strong>Heads up!</strong> Custom preferences, playlists, and favorites are lost with this method. You may also need to login and reconnect after restoring.</p>
<p><img src="https://www.directv.com/content/dam/images/support/sf-images/Rem-Power-Button.jpg" alt="power-button-image.JPG"></img></p>
<ol><li>Press and hold the DIRECTV power button on the front of your device for 20 seconds.</li><li>Give your device a minute to reboot.</li><li>Repeat if necessary.</li></ol>
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<div id="radioWorkflow4">CCE_DTV_RESET</div>
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</div>
<div id="primaryTile"><span id="tileImage">https://www.directv.com/dtvassets/support/BYOD.png</span>
<div id="tileLabel">Internet connection (No satellite)</div>
<div id="tileContent">
<div id="tileTitle">Internet connection (No satellite)</div>
<div id="tileDescription">Troubles with your DIRECTV device? Here are three methods that may fix the problem.</div>
<div id="tileGoBackLink">Go back and choose again</div>
<div id="tileGoBackText">Not your service?</div>
<div id="secondaryRadio1">
<div id="secondaryRadioName1"><strong>Troubleshoot power. </strong>Try this if your device won’t turn on at all.</div>
<div id="secondaryRadioContent1">
<h3>Troubleshoot power</h3>
<p>If your device won’t start at all, follow these steps.</p>
<ol><li>Make sure your TV is turned on.</li><li>Press the Power button on the front panel of your device. If your device doesn’t turn on, continue to next step.</li><li>Unplug the power cord from the back of your device and the electrical outlet. Securely plug in both ends. <strong>Heads up:</strong> If a light switch controls the outlet, make sure it’s flipped on. If you’re connected to a power strip, be sure it’s turned on.</li><li>Press the <strong>Power</strong> button on the front panel of your device.<br><img src="https://www.directv.com/content/dam/images/support/sf-images/Rec-Unplug.jpg" alt="optionA.jpg"></img></li></ol>
<p>If your device still doesn’t turn on, <strong>test your electrical outlet</strong></p>
<ol><li>Unplug your device and plug in something that works (like a lamp). If it works, the problem is with your device. If it doesn&#39;t, try resetting the outlet. You can reset the circuit breaker or press the reset button if your outlet has one (see image).<br><img alt="Outlet test" height="244" src="https://www.directv.com/content/dam/images/support/sf-images/outlet-reset.jpg" width="323"></img></li><li>Plug your device into a working outlet to see if it turns on.</li></ol>
</div>
</div>
<div id="secondaryRadio2">
<div id="secondaryRadioName2"><strong>Restart: </strong>Try this for poor picture quality or issues with sound.</div>
<div id="secondaryRadioContent2">
<h3>Restart</h3>
<p><strong>Gemini:</strong></p>
<p><img src="https://www.directv.com/content/dam/images/support/sf-images/gemini-restart.jpg" alt="gemini-restart.png"></img></p>
<ol><li>Briefly press the red reset button on the side of the device.</li><li>After restarting, wait for your device to reboot.</li></ol>
<p><strong>Gemini Air:</strong></p>
<p><img src="https://www.directv.com/content/dam/images/support/sf-images/gemini-air-reset.jpg" alt="gemini-air-reset.jpg"></img></p>
<ol><li>Briefly press the red reset button on the back of the device.</li><li>After restarting, wait for your device to reboot.</li></ol>
</div>
</div>
<div id="secondaryRadio3">
<div id="secondaryRadioName3"><strong>Reset (to factory settings): </strong>This method can correct serious issues like total loss of signal.</div>
<div id="secondaryRadioContent3">
<h3>Reset (to factory settings)</h3>
<p>More serious issues like loss of signal can often be fixed by restoring your device to factory settings.</p>
<p><strong>Heads up!</strong> Custom preferences, playlists, and favorites are lost with this method. You may also need to login and reconnect after resetting to factory settings.</p>
<p><strong>Gemini:</strong></p>
<ol><li>Press and hold the red reset button on the side of the device for 20 seconds</li><li>After restarting, wait for your device to reboot.</li><li>Repeat if necessary.</li></ol>
<p><strong>Gemini Air:</strong></p>
<ol><li>Press and hold the red reset button on the side of the device for 20 seconds, <strong>or</strong></li><li>Using the remote, press Home &gt; Settings &gt; System &gt; Restart/Reset &gt; Factory Reset.</li><li>After restarting, wait for your device to reboot.</li><li>Repeat if necessary.</li></ol>
<p><strong>Heads up!</strong> Is your remote not responding after restoring to factory settings? You may need to pair the remote with the TV again. <strong>Hint:</strong> Press fast forward (&gt;&gt;) and rewind (&lt;&lt;) simultaneously.</p>
</div>
</div>
</div>
</div>
</div>
</div>

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<h3>Troubleshoot power</h3>
<p>If your device won’t start at all, follow these steps.</p>
<ol><li>Make sure your TV is turned on.</li><li>Press the Power button on the front panel of your device. If your device doesn’t turn on, continue to next step.</li><li>Unplug the power cord from the back of your device and the electrical outlet. Securely plug in both ends. <strong>Heads up:</strong> If a light switch controls the outlet, make sure it’s flipped on. If you’re connected to a power strip, be sure it’s turned on.</li><li>Press the <strong>Power</strong> button on the front panel of your device.<br><img src="https://www.directv.com/content/dam/images/support/sf-images/Rec-Unplug.jpg" alt="optionA.jpg"></li></ol>
<p>If your device still doesn’t turn on, <strong>test your electrical outlet</strong></p>
<ol><li>Unplug your device and plug in something that works (like a lamp). If it works, the problem is with your device. If it doesn&#39;t, try resetting the outlet. You can reset the circuit breaker or press the reset button if your outlet has one (see image).<br><img alt="Outlet test" height="244" src="https://www.directv.com/content/dam/images/support/sf-images/outlet-reset.jpg" width="323"></li><li>Plug your device into a working outlet to see if it turns on.</li></ol>



<h3>Restart</h3>
<p>Poor picture quality or issues with sound? Try restarting.</p>
<p>You can restart your device(s) in one of two ways:</p>
<ol><li>Briefly press the red or blue reset button, or<br><img src="https://www.directv.com/content/dam/images/support/sf-images/Rem-Reset-Button.jpg" alt="reset-btn.jpg"></li><li>Unplug your device, wait 15 seconds, plug it back in, and turn on the power.<br><img src="https://www.directv.com/content/dam/images/support/sf-images/Rec-Unplug.jpg" alt="optionA.jpg"></li></ol>
<p><strong>Heads up:</strong></p>
<ul><li>The reset button is located on the side of the device or inside the access card door.</li><li>When resetting a Genie Mini, you should also restart the main Genie device.</li></ul>



<h3>Refresh</h3>
<p>Many issues, including channels missing from the guide, can be fixed by refreshing (reauthorizing) your device with DIRECTV. To refresh:</p>
<ol><li>Go to <a href="https://www.directv.com/accounts/satellite/equipments" target="_blank">My equipment &amp; services</a>.</li><li>Review the equipment you have and identify the impacted device(s).</li><li>Select <strong>Refresh device</strong>. This takes a minute or two and may briefly interrupt your service.</li></ol>



<h3>Reset (to factory settings)</h3>
<p>More serious issues, like loss of signal, may be fixed by resetting your device to factory settings.</p>
<p><strong>Heads up!</strong> Custom preferences, playlists, and favorites are lost with this method. You may also need to login and reconnect after restoring.</p>
<p><img src="https://www.directv.com/content/dam/images/support/sf-images/Rem-Power-Button.jpg" alt="power-button-image.JPG"></p>
<ol><li>Press and hold the DIRECTV power button on the front of your device for 20 seconds.</li><li>Give your device a minute to reboot.</li><li>Repeat if necessary.</li></ol>



<div id="tileTitle">Satellite Dish</div>
<div id="tileDescription">Troubles with your DIRECTV device? Here are four methods that may fix the problem.</div>
<div id="tileGoBackLink">Go back and choose again</div>
<div id="tileGoBackText">Not your service?</div>
<div id="secondaryRadio1">
<div id="secondaryRadioName1"><strong>Troubleshoot power. </strong>Try this if your device won’t turn on at all.</div>
<div id="secondaryRadioContent1">
<h3>Troubleshoot power</h3>
<p>If your device won’t start at all, follow these steps.</p>
<ol><li>Make sure your TV is turned on.</li><li>Press the Power button on the front panel of your device. If your device doesn’t turn on, continue to next step.</li><li>Unplug the power cord from the back of your device and the electrical outlet. Securely plug in both ends. <strong>Heads up:</strong> If a light switch controls the outlet, make sure it’s flipped on. If you’re connected to a power strip, be sure it’s turned on.</li><li>Press the <strong>Power</strong> button on the front panel of your device.<br><img src="https://www.directv.com/content/dam/images/support/sf-images/Rec-Unplug.jpg" alt="optionA.jpg"></li></ol>
<p>If your device still doesn’t turn on, <strong>test your electrical outlet</strong></p>
<ol><li>Unplug your device and plug in something that works (like a lamp). If it works, the problem is with your device. If it doesn&#39;t, try resetting the outlet. You can reset the circuit breaker or press the reset button if your outlet has one (see image).<br><img alt="Outlet test" height="244" src="https://www.directv.com/content/dam/images/support/sf-images/outlet-reset.jpg" width="323"></li><li>Plug your device into a working outlet to see if it turns on.</li></ol>
</div>
</div>
<div id="secondaryRadio2">
<div id="secondaryRadioName2"><strong>Restart: </strong>Try this for poor picture quality or issues with sound.</div>
<div id="secondaryRadioContent2">
<h3>Restart</h3>
<p>Poor picture quality or issues with sound? Try restarting.</p>
<p>You can restart your device(s) in one of two ways:</p>
<ol><li>Briefly press the red or blue reset button, or<br><img src="https://www.directv.com/content/dam/images/support/sf-images/Rem-Reset-Button.jpg" alt="reset-btn.jpg"></li><li>Unplug your device, wait 15 seconds, plug it back in, and turn on the power.<br><img src="https://www.directv.com/content/dam/images/support/sf-images/Rec-Unplug.jpg" alt="optionA.jpg"></li></ol>
<p><strong>Heads up:</strong></p>
<ul><li>The reset button is located on the side of the device or inside the access card door.</li><li>When resetting a Genie Mini, you should also restart the main Genie device.</li></ul>
</div>
</div>
<div id="secondaryRadio3">
<div id="secondaryRadioName3"><strong>Refresh: </strong>This method can restore missing channels or premium subscriptions.</div>
<div id="secondaryRadioContent3">
<h3>Refresh</h3>
<p>Many issues, including channels missing from the guide, can be fixed by refreshing (reauthorizing) your device with DIRECTV. To refresh:</p>
<ol><li>Go to <a href="https://www.directv.com/accounts/satellite/equipments" target="_blank">My equipment &amp; services</a>.</li><li>Review the equipment you have and identify the impacted device(s).</li><li>Select <strong>Refresh device</strong>. This takes a minute or two and may briefly interrupt your service.</li></ol>
</div>
</div>
<div id="secondaryRadio4">
<div id="secondaryRadioName4"><strong>Reset (to factory settings): </strong>This method can correct serious issues like total loss of signal.</div>
<div id="secondaryRadioContent4">
<h3>Reset (to factory settings)</h3>
<p>More serious issues, like loss of signal, may be fixed by resetting your device to factory settings.</p>
<p><strong>Heads up!</strong> Custom preferences, playlists, and favorites are lost with this method. You may also need to login and reconnect after restoring.</p>
<p><img src="https://www.directv.com/content/dam/images/support/sf-images/Rem-Power-Button.jpg" alt="power-button-image.JPG"></p>
<ol><li>Press and hold the DIRECTV power button on the front of your device for 20 seconds.</li><li>Give your device a minute to reboot.</li><li>Repeat if necessary.</li></ol>
</div>
<div id="radioWorkflow4">CCE_DTV_RESET</div>
<div id="modalRadioWorkflow4"></div>
</div>


Troubles with your DIRECTV device? Here are four methods that may fix the problem.

Satellite Dish


<h3>Restart</h3>
<p><strong>Gemini:</strong></p>
<p><img src="https://www.directv.com/content/dam/images/support/sf-images/gemini-restart.jpg" alt="gemini-restart.png"></p>
<ol><li>Briefly press the red reset button on the side of the device.</li><li>After restarting, wait for your device to reboot.</li></ol>
<p><strong>Gemini Air:</strong></p>
<p><img src="https://www.directv.com/content/dam/images/support/sf-images/gemini-air-reset.jpg" alt="gemini-air-reset.jpg"></p>
<ol><li>Briefly press the red reset button on the back of the device.</li><li>After restarting, wait for your device to reboot.</li></ol>



<h3>Reset (to factory settings)</h3>
<p>More serious issues like loss of signal can often be fixed by restoring your device to factory settings.</p>
<p><strong>Heads up!</strong> Custom preferences, playlists, and favorites are lost with this method. You may also need to login and reconnect after resetting to factory settings.</p>
<p><strong>Gemini:</strong></p>
<ol><li>Press and hold the red reset button on the side of the device for 20 seconds</li><li>After restarting, wait for your device to reboot.</li><li>Repeat if necessary.</li></ol>
<p><strong>Gemini Air:</strong></p>
<ol><li>Press and hold the red reset button on the side of the device for 20 seconds, <strong>or</strong></li><li>Using the remote, press Home &gt; Settings &gt; System &gt; Restart/Reset &gt; Factory Reset.</li><li>After restarting, wait for your device to reboot.</li><li>Repeat if necessary.</li></ol>
<p><strong>Heads up!</strong> Is your remote not responding after restoring to factory settings? You may need to pair the remote with the TV again. <strong>Hint:</strong> Press fast forward (&gt;&gt;) and rewind (&lt;&lt;) simultaneously.</p>



<div id="tileTitle">Internet connection (No satellite)</div>
<div id="tileDescription">Troubles with your DIRECTV device? Here are three methods that may fix the problem.</div>
<div id="tileGoBackLink">Go back and choose again</div>
<div id="tileGoBackText">Not your service?</div>
<div id="secondaryRadio1">
<div id="secondaryRadioName1"><strong>Troubleshoot power. </strong>Try this if your device won’t turn on at all.</div>
<div id="secondaryRadioContent1">
<h3>Troubleshoot power</h3>
<p>If your device won’t start at all, follow these steps.</p>
<ol><li>Make sure your TV is turned on.</li><li>Press the Power button on the front panel of your device. If your device doesn’t turn on, continue to next step.</li><li>Unplug the power cord from the back of your device and the electrical outlet. Securely plug in both ends. <strong>Heads up:</strong> If a light switch controls the outlet, make sure it’s flipped on. If you’re connected to a power strip, be sure it’s turned on.</li><li>Press the <strong>Power</strong> button on the front panel of your device.<br><img src="https://www.directv.com/content/dam/images/support/sf-images/Rec-Unplug.jpg" alt="optionA.jpg"></li></ol>
<p>If your device still doesn’t turn on, <strong>test your electrical outlet</strong></p>
<ol><li>Unplug your device and plug in something that works (like a lamp). If it works, the problem is with your device. If it doesn&#39;t, try resetting the outlet. You can reset the circuit breaker or press the reset button if your outlet has one (see image).<br><img alt="Outlet test" height="244" src="https://www.directv.com/content/dam/images/support/sf-images/outlet-reset.jpg" width="323"></li><li>Plug your device into a working outlet to see if it turns on.</li></ol>
</div>
</div>
<div id="secondaryRadio2">
<div id="secondaryRadioName2"><strong>Restart: </strong>Try this for poor picture quality or issues with sound.</div>
<div id="secondaryRadioContent2">
<h3>Restart</h3>
<p><strong>Gemini:</strong></p>
<p><img src="https://www.directv.com/content/dam/images/support/sf-images/gemini-restart.jpg" alt="gemini-restart.png"></p>
<ol><li>Briefly press the red reset button on the side of the device.</li><li>After restarting, wait for your device to reboot.</li></ol>
<p><strong>Gemini Air:</strong></p>
<p><img src="https://www.directv.com/content/dam/images/support/sf-images/gemini-air-reset.jpg" alt="gemini-air-reset.jpg"></p>
<ol><li>Briefly press the red reset button on the back of the device.</li><li>After restarting, wait for your device to reboot.</li></ol>
</div>
</div>
<div id="secondaryRadio3">
<div id="secondaryRadioName3"><strong>Reset (to factory settings): </strong>This method can correct serious issues like total loss of signal.</div>
<div id="secondaryRadioContent3">
<h3>Reset (to factory settings)</h3>
<p>More serious issues like loss of signal can often be fixed by restoring your device to factory settings.</p>
<p><strong>Heads up!</strong> Custom preferences, playlists, and favorites are lost with this method. You may also need to login and reconnect after resetting to factory settings.</p>
<p><strong>Gemini:</strong></p>
<ol><li>Press and hold the red reset button on the side of the device for 20 seconds</li><li>After restarting, wait for your device to reboot.</li><li>Repeat if necessary.</li></ol>
<p><strong>Gemini Air:</strong></p>
<ol><li>Press and hold the red reset button on the side of the device for 20 seconds, <strong>or</strong></li><li>Using the remote, press Home &gt; Settings &gt; System &gt; Restart/Reset &gt; Factory Reset.</li><li>After restarting, wait for your device to reboot.</li><li>Repeat if necessary.</li></ol>
<p><strong>Heads up!</strong> Is your remote not responding after restoring to factory settings? You may need to pair the remote with the TV again. <strong>Hint:</strong> Press fast forward (&gt;&gt;) and rewind (&lt;&lt;) simultaneously.</p>
</div>
</div>


Troubles with your DIRECTV device? Here are three methods that may fix the problem.

Troubleshoot your DIRECTV device

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