UPDATED: Solutions for Common DIRECTV Problems

If you have DIRECTV service, start here for a list of solutions to common DIRECTV problems!

PROBLEM: No picture or sound

Check to make sure the receiver is plugged in and functioning.
Are front panel lights lit? Can you turn the receiver on with the front panel?
If you push a button on the remote, do you see a green light on the top? You may need new batteries.
Make sure TV is plugged in and turned on to the correct input.
This is a simple step but it’s worth checking.
If you have the TV remote, try using the {TV INPUT} or {SOURCE} button to change the input to the right one.
Make sure all cables are connected between receiver and TV.
90% of problems are caused by bad cable connections. Make sure every cable is tight.

If you cannot turn on the receiver at all, even through the front panel, and you are sure it is plugged in, call 1-800-DIRECTV for a replacement.

If your DIRECTV receiver and TV are both on but you still have no picture or sound, try changing cables between receiver and TV.

PROBLEM: Receiver is sluggish (more than normal)

DIRECTV receivers are often slower than other receivers from cable companies. This is a known issue. However, if your receiver has gotten slower than normal lately, try this diagnostic steps:

Double-reboot of your receiver:

Press the red reset button on your receiver or client.
As soon as the receiver is finished rebooting, reboot it again.
(Note: it may take a few minutes to speed up after a double reboot and should be at its fastest after 12 hours.)

Run a System Test on the receiver:
Non-Genie hardware
Press the {MENU} button on your remote, then navigate to:
Settings&Help, Settings, Info & Test, Run System Test
Press the {DASH} button to confirm

Genie hardware
Press the {MENU} button on your remote, then navigate to:
Settings, Info&Test, Run System Test
Press the {DASH} button to confirm


If the message is “All Items OK” try the double-reboot procedure in the previous post.
If there is a code displayed, click here for common diagnostic error codes and solutions.

Is there an external hard drive installed?
Unplug the receiver and then disconnect the external hard drive.
Plug the receiver back in and try using the internal hard drive for a day or so.
You will not have access to recordings stored on the external drive until you plug it back in and reboot.

PROBLEM: Interactive content or On Demand will not work

Check the network status on each receiver:

Press the {DASH} button and confirm that “Internet: Connected” appears.
(On Genie with new menus, press {DASH} button twice.)Reset the network connection on each receiver.

Non-Genie Hardware
Press the {MENU} button on your remote, then navigate to:
Settings&Help, Settings, Network Setup, Reset Network Defaults
…once network defaults are reset, choose Connect Now.

Genie Hardware

Press the {MENU} button on your remote, then navigate to:
Settings, Internet Setup, Reset Network Defaults
…once network defaults are reset, choose Connect Now.


If the receiver does not show that both Network and Internet are connected, or if Connect Now does not work, check cables and reset the router and Broadband DECA.
You may also wish to unplug and re-plug the SWM power inserter.

PROBLEM: Error Code 771, 775 or 776

Error Code 771:
This is a sign of poor signal strength. To test signal strength,
Press the {MENU} button on your remote, then navigate to:
Settings&Help
Settings
Satellite (or Sat&Ant)
View Signal Strength
Press {DASH} on remote
Check every satellite and tuners 1 and 2 if you have a DVR (1-5 if you have an HR34.)

It is normal to see some zeroes or “N/A” listings but every other number should be at least 75. If you have many numbers lower than 75 you may need to reaim or replace your dish.

Error Code 775:

This is a sign of power loss from the SWiM. Check to make sure all cables are clean and free of corrosion, and tighten loose cables.
Unplug and re-plug the SWiM power inserter.
If you continue to have these problems unplug one cable at a time as there may be a broken cable somewhere.

Error Code 776:

This is a sign that you have too many receivers plugged into the SWiM. Count the number of tuners you are using.
(A regular DVR uses two tuners, an HR34 uses 5.)
If that number is greater than 8 you may need a SWiM-16.
For other common diagnostic codes, click here.

PROBLEM: Whole-Home does not work (non-Genie systems)

Check the network status on each receiver:

Press the {MENU} button on your remote, then navigate to:
Settings&Help
Settings
Info & Test
More System Info
Scroll down until you see Network: Connected and Internet: Connected.
Check to make sure that Sharing is turned on.
Press the {MENU} button on your remote, then navigate to:
Settings&Help
Settings
Whole-Home
Share Playlist (the press {SELECT}
Set “Share Playlist” to YES.
Reset the network connection on each receiver.

Press the {MENU} button on your remote, then navigate to:
Settings&Help
Settings
Network Setup
Reset Network Defaults
…once network defaults are reset, choose Connect Now.

If the receiver does not show that both Network and Internet are connected, or if Connect Now does not work, check cables and reset the router and Broadband DECA.
You may also wish to unplug and re-plug the SWM power inserter.

PROBLEM: iPad App does not control the receiver.

Check to make sure that External Device Access is turned on.
Press the {MENU} button on your remote, then navigate to:
Settings&Help
Settings
Whole-Home
External Device (the press {SELECT}
Set all three options to “Allow.”

PROBLEM: Blocky picture or lost signal (Genie Systems)

Check for loose cables or connections

Inspect all cables and ends to see if any cable has become bent or damaged. Inspect ends to see if they are loose or corroded.

Replace any cables that look damaged. Do not run cables under carpets or through areas where water can accumulate.

If cable runs are longer than 200 feet, consider rearranging the system or replacing wired receivers with wireless ones.

PROBLEM: Receiver or client turns off after 4 hours

Non-Genie Hardware

Press the {MENU} Button on the remote and go to:
Settings&Help, Settings, Power Saving
and turn Power Saving Off

Genie Hardware

Press the {MENU} Button on the remote and go to:
Settings, Power Saving
and turn Power Saving Off

PROBLEM: Can’t see all channels in guide

While watching live TV, press {INFO}.
Arrow over to “Favorites”
Choose either “Channels I Get” or “All Channels” (Your choice)

If this doesn’t fix things:

Refresh the receiver by logging into your DIRECTV.com account and going to your “My Equipment” page. Choose the link for “Refresh Receiver” next to the receiver that is having problems. This procedure can take up to 10 minutes to complete.

Still having problems?

Get peer-based support at our support forum or call the experts at Solid Signal at 877.312.4547!