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Picture Quality Problems
Making sure you can see and hear the difference.
DIRECTV delivers a clear digital signal for exceptional picture and sound. Our state-of-the-art reception is extremely reliable, day and night. On very rare occasions, severe weather conditions may interrupt a signal for a moment, but the clear and crisp picture and audio you're used to always return very quickly.
On very rare occasions, severe weather may interrupt a signal momentarily. However, the clear signal will always return very quickly.
Your screen is black.
When you change channels, you may get the information bar with program title and description.
Your TV is not receiving or displaying the signal from your DIRECTV® Receiver.
Your receiver has correct guide information, but is not processing video correctly.
You are viewing a channel where an upcoming sporting or special event is scheduled or has recently ended.
Turn TV off and on.
Turn DIRECTV Receiver off and on.
Make sure light on front panel of receiver is lit.
Press the "TV/DSS" button on the remote control or front panel of the receiver (not all receivers have this option).
Reset the receiver by unplugging the power cord for 15 seconds.
Check all cable connections between the dish, receiver and TV.
If the problem is only occurring on a few channels, check the detailed description of the program through the onscreen guide on those channels. Often, we display a blank screen with a banner before and after a high profile event to alert customers about the event.
Reset the receiver by turning off and unplugging the power cord for 15 seconds.
Run a signal meter test to check your signal strength (press "menu" and look under "setup" or "installation").
TV output setting.
DIRECTV® Receiver may not be on.
VCR or DVD is on when it should be off.
The cable between your receiver and television may not be connected.
Tune to the channel you use to watch DIRECTVr® service, usually channel 3 or 4. If your DIRECTV receiver is connected in a more advanced way (using Audio/Video or SVideo cables), you may need to tune to Video 1, 2 or 00.
Turn your TV off, then on.
Turn your DIRECTV Receiver off, then on. When the receiver is on, the red or green light will stay lit.
Press the "TV/DSS," "SAT," "DSS," "DIRECTV" or "INPUT" button on the remote control.
If your TV has a "TV/Video" button on its front panel, you can use it to toggle between 3, 4, Video 1 and 2.
Turn off your VCR, DVD and any other equipment connected to the receiver.
Unplug the power cord for 15 seconds to reset the receiver.
Make sure all cables are properly connected.
If the problem persists, call a customer service representative at 1-800-531-5000.
Your picture is breaking into squares or pixels.
Possible CausesSevere weather (heavy rain or snow) can interfere with the signal, causing your picture to freeze frame or "pixelate".
This may also happen if there are any obstructions (such as tree limbs, buildings, etc.) blocking your dish's clear view of our satellite, or excessive water pooling on the face of your dish's low-noise blockers (LNBs).
Unplug your receiver for 15 seconds and it will reset itself.
If there are obstructions blocking the dishs clear view of the satellite, you should contact a professional to remove them or a DIRECTV installer at 1-800-531-5000 to relocate your dish.
If there is excessive water buildup on the LNBs, wipe them off with a soft cloth if your dish is easily accessible. When dry, apply silicone spray to allow the water to "sheet" off in the future. In cold, wet areas, a dish heater or dish cover can also aid in keeping the LNBs clear.
If your signal strength is lower than 70 (60 or lower on HD receivers) on most transponders in good weather, contact a professional installer to realign your dish or call us at 1-800-531-5000. Your system manual explains how to check your signal strength.
If the problem persists, call a customer service representative at 1-800-531-5000.
Channels are missing from your program guide and you cannot scroll to them.
Possible CausesYou may have mistakenly toggled to the "favorite channels list" mode, which only displays certain channels.
A password may have been set to block out particular channels.
You may be looking for a channel number we do not use to transmit programming.
Enter the missing channel using the remote's keypad. If this takes you to the correct channel, adjust your favorites list function.
Press the "Guide" button on your remote. Press the "Fav" or "List" button several times and watch for an indication at the top of the guide that you are moving from "all channels" to a particular favorites list.
Enter your password, if necessary.
If the problem persists, call a customer service representative at 1-800-531-5000.
You are unable to move from one channel to another.
Possible CausesYour remote isn't operating the receiver.
You may be trying to select a channel that isn't displayed in the onscreen guide or in the favorites list you are using.
You may be trying to go to a locked-out channel.
Your receiver's Channel Lock feature may be active.
Change the channel using the channel up/down buttons on the receiver. If you can change channels on the receiver, change the batteries in your remote. If you can't change channels from the receiver, turn it off and unplug it. After at least 15 seconds, plug the receiver back in and turn it on. Again, try changing channels from the receiver itself. Tune to a channel by entering the channel number on the remote's keypad. If this takes you to the correct channel, adjust your favorites list. Press the "Guide" button on your remote. Then press the "Fav" or "List" button several times. Watch for an indication at the top of the guide that you are moving from "all channels" to a particular favorites list. If you are locked on one channel only, your Channel Lock feature is likely active. Consult your system manual to unlock the rest of your channels. Enter your password, if necessary. See your system manual for information on managing favorite channel lists and locking out channels. Finally, try refreshing your service