Fix DIRECTV device issues

Get help with picture or sound issues on your DIRECTV device.

ArticleINSTRUCTIONS & INFO

General tips

Try these options as a first step to fix many picture, sound or signal issues.

  • Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.
  • Make sure you're connected to your home Wi-Fi network. If you have a solid green light on the front of your device, you're connected. If it's red and blinking, it's not.
  • Check your internet or Wi-Fi® connection and test your signal strength using your remote: Press the Home button, then Settings > Help > Troubleshooting > Run Network Diagnostics.
  • Try using an Ethernet cable to connect to your DIRECTV device instead of Wi-Fi.
  • Check for DIRECTV device software updates.
  • Restart your home network.


Good to know: For the best experience, your internet speed should be at least 24Mbps. Learn more about recommended speeds for DIRECTV.

Picture issues or no signal

Having pixelated or no picture, video that’s out of sync with audio, or other video playback issues? Try this:

  • Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.
  • Make sure that your TV isn’t in standby or screensaver mode. Press the Home button on your DIRECTV remote.
  • 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.
  • 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.
  • Be sure to check the input (or source) that your device is connected to. Or, try a different input.

Sound or volume issues

If DIRECTV doesn’t play any sound, plays sound out of sync with the video, or has other sound problems, try these options:

  • Check the volume level and mute settings on your TV and any audio-visual (A/V) receivers you may have.
  • Check audio settings on your device using your remote: Press the Home button, then Settings > System > Remote & Devices > Program Your Remote > Advanced Remote Program > Switch Volume Control.
  • Make sure that your optical audio cable or HDMI cable is snugly attached to your device, the TV, and any A/V receivers.
  • Connect your device to a different input to see if you can hear sound.


To enable surround sound, check audio settings on your device. Press the Home button on your remote, then Settings > System > Audio > Audio Output. The output options are Stereo only or Surround Sound.

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