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Jamz145

Tutor

 • 

2 Messages

Sat, Oct 15, 2016 11:33 AM

Stuck on "Install DIRECTV Player"

I'm on Win7, using Firefox and Chrome.

I clicked the "Install DirectTV Player" button and it downloads "CiscoVideoGuard.6.7.exe" I installed that and it still goes back to the "Install DirectTV Player" page.

 

I thought maybe the button was giving me the wrong link so I looked up the url for DIRECTTV Player 12.1 and installed that as well, but still stuck on this page. I tried clearing cache, restarting pc, relogging.

 

Nothing seems to work. In fact I tried this on a second Win7 computer with the same results. I don't know what is going on but I can't get past this screen.

Responses

Accepted Solution

Official Solution

Community Support

 • 

1.1K Messages

3 years ago

Hello,

 

We wanted to follow-up on this thread to summarize the great input from our DTV community. Shot outs to @kimmyrice47, @flaotingdead, and @AirBoss55 for providing some great answers to help the community. Here is a summary of solutions that appear to be working. 

 

Latest Solution

Thanks @RR_USA for the lastest solution (please wait for the page to load). 


Solution #1 

This solution appears to be good for IE browser

  1. Install the latest flash player (you can check your version at http://get.adobe.com/flashplayer/about/)
  2. Close the browser
  3. Uninstall "Cisco Video Player" from the Windows Control Panel - Uninstall or change a program (Programs and features)
  4. Open your browser and delete all "directv.com" cookies under Settings (there's a guide on how to do this for each browser here, Opera is similar to Chrome just Settings -> Privacy and Security -> Cookies -> All Cookies and Site Data then search "directv.com")
  5. Go back to the directv show or movie you were trying to watch, click Watch and Install directv player (Cisco video player) again
  6. Press Ctrl f5 to do a hard refresh of the page but don't close the browser.


Solution #2 

In the address bar, in your browser, at the right hand side, a tiny icon might pop up. First it looks like a shield with some red on it, click it to allow the flash Player to update. Then when you press the "watch now" blue button, the shield changes to look like a little puzzle piece. Click on that to allow plug-ins to run. 


Solution #3 

Windows 10 64 bit, using Chrome browser.

I discovered that something was blocking the Adobe plugin from running (a little icon was showing up in the address bar but I had to click on it to get this "alert").  I was able to turn off the blocking for the Directv site, and now i can watch live streaming TV channels by clicking on the Directv guide (NBC, ESPN, etc.) with no problem.


Solution #4

@RR_USA wrote a great detail response for chrome browsers.  

 

Keep the creative solutions coming and thank you for taking action in your communitySmiley Very Happy

 

Jared, AT&T Community Specialist

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Brand User
ATTHelp

Community Support

 • 

136.7K Messages

4 years ago

Hello @Jamz145,

 

We are sorry for your inconvenience.  Some recommendations:

  • Clear your cache and cookies
  • Try a different browser
  • Quit all browsers if they haven’t already been quit
  • Check out this DIRECTV Player link for more help.

 

This link will give you additional information to ensure you have what is required to watch DIRECTV on your computer.

 

-ATTDIRECTVCare

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
mcc_nordic

Scholar

 • 

222 Messages

4 years ago

Have you tried going into the download's folder and then right clicking on the file and "run as administrator"?

anatolian

Teacher

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8 Messages

4 years ago

I have the same issue.  Streaming on desktop PC used to work with IE, Chrome and Firefox but now doesn't work on any of them, the site gets stuck on telling me I have to install the DirecTV.com player but I have installed, uninstalled, reinstalled a number of times as well as clearing cache and restarting browser, rebooting computer etc. with no result.

 

This happened with the most recent update, a couple or few weeks ago.

 

After lengthy talk with tech support they told me the problem was on DirecTV end with no estimated time of resolution.  I've seen some suggestions that the problem is the new update doesn't stream on 64bit browsers but it was working on my 64 bit browsers before the update some I'm not sure what the real issue is.

Jamz145

Tutor

 • 

2 Messages

4 years ago

Still not working.

 

I have tried:

   - Clearing Cache and Cookies

   - Chrome, IE, Firefox browsers

   - Quiting, Restarting browsers

   - Running installer as admin

   - Uninstalling and reinstalling multiple times

 

I can't figure out why it isn't working... Any further suggestions?

Brand User
ATTHelp

Community Support

 • 

136.7K Messages

4 years ago

Hello @Jamz145,

 

We’re sorry you are still experiencing issues with the DIRECTV Player.  The cause is most likely that you may be using a 64-bit web browser.

 

These are the operating system/browser requirements for streaming online:

  • Active DIRECTV service required.
  • You must subscribe to a package containing the streamable channel (On Demand).
  • Your account must be registered at DIRECTV.com.
  • Computer/device must have broadband or cellular Internet access.
  • Must currently be in United States, including Alaska and Hawaii.

 

Please review this link to ensure you are properly set up to stream.

 

NOTE:  After installing players, you must restart browser and log back into DIRECTV.com for updates to take effect.

You also may need to disable your anti-virus protection/other applications and have admin rights to install software.

 

If you are still experiencing problems after checking the links and your service, please chat with us here so we can further troubleshoot with you.  Thank you.

 

 

-ATTDIRECTVCare

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
anatolian

Teacher

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8 Messages

4 years ago

If the issue is that DirecTV Player doesn't work with 64 bit browsers (it used to before this update), how are we supposed to solve it?  The major browsers (IE, Chrome and FireFox) don't even let you download or install 32 bit browsers anymore if you are using a 64 bit Windows.  The only way you can get 32 bit versions of theses browsers is old files from sketchy third party sites.

New Member

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4 Messages

my dtv player issue same as "anatolian". watched dtv before update w'out issue. had to update (KB4540673) & after no more streaming "only" direcTV. tried to uninstall upd but can not! uninstalled & reinstall: videoguard (synamedia, no more cisco), browser & video player... nothing works!

anatolian

Teacher

 • 

8 Messages

4 years ago

This is what I was just told in DirecTV tech chat:


"Currently the Directv video player is experiencing a known issue with playing via computer/laptops, our engineering team and broadcast center is currently working to get resolved for all customers. We do ask that you stream from the Directv App via a Smart Phone or Tablet, as well as the TV network/channel web site. "
 
So it seems like if you're using a 64 bit Windows with 64 bit browsers (the major browsers don't seem to support 32 bit browsers for these OS anymore), it's a waste of time to do all the cache clearing and reinstalling of the DirecTV player etc. until they fix the issue.

Contributor

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1 Message

4 years ago

i also have problem streaming on my laptop.  anything that uses the DirecTV Player to run just keeps asking me to install the player.  it runs the cisco video guard but never runs the player install.  I found a direct link to the version 12 of the player msi file and installed it but still no help with streaming.  the file installed under "users me appdata local Directvplayer"  is this the correct location or what folder is it supposed to be installed into?

Contributor

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2 Messages

4 years ago

Using Windows 7 professional and Chrome. I had no problem streaming  to my desktop two weeks ago. When attempting to stream to my computer today, I was asked to to install the player. It appeared to install. But any further attempts to stream, resulted in a message that there is a problem with the video player, please try again. 

Tutor

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2 Messages

4 years ago

I have the same issue, and the ATT DirectTV canned responses above help no one.  What are we paying for if we cannot do what was advertised to us in the first place?

 

AC

Contributor

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1 Message

4 years ago

Its weird, I'm running windows 10 and downloaded the installer yesterday and watch the Homeland Pilot with no problems.  Today it won't let me.  Tried most eveything with no fix.  ughhhh

Tutor

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3 Messages

4 years ago

seems to me that this is a very poor product, when it does work it spends 50% of the primetime hours buffering.  tonight not working at all.

Contributor

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1 Message

4 years ago

I am having the same problem. I previously was asked to download the direct tv player, which I did, and everything worked perfectly.  Now it is asking me to install it again, but this time nothing happens after I install it but it repeatedly ask me to do the same install over and over.

 

Please help......

Contributor

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1 Message

4 years ago

Had this issue and ran the directv website in compatibility mode in IE (Tools -> Compatibility Mode).  Also ran the application in 32-bit IE (created a shortcut from the Program Files(x86)\Internet Explorer\iexplore.exe).  

 

Try that and see if it works.

 

 

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