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4 Messages

Wed, Aug 5, 2020 12:57 AM

My LG OLED65C7P television is not being recognized as 4K

My OLED tv is not being recognized as 4K compatible. When I upgraded my equipment 2 years ago to the Genie 2, my 4K service worked fine. No it is not working. How do I get it to work again? My DIRECTV equipment: HS17 RD5/500; CLIENT C61K-700. When trying to watch channel 104, I get "Your TV does not support 4K". Thanks.

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ATTHelp

Community Support

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133.9K Messages

2 months ago

Hello @pc1980

 

We understand that you're experiencing some difficulty with 4k content. Be assured, a resolution should be available with some basic troubleshooting. 

 

With the details you have described, it seems that you're getting an OSD (On Screen Display) error message of "921-TV does Not Support 4k". We know the two biggest questions are clear; you have a 4k TV as well as the required 4k equipment for your DIRECTV service. 

 

Go to the Genie 2 tower/server and press the red reset button on the rear panel. Await the reboot process which may take up to 5 minutes. During this time, your C61k client/mini will read "No Server Detected". Once the Genie 2 server has reset, press the red reset button on the client, located on the right side panel. Allow the reboot process. While the client is rebooting, disconnect the HDMI cable on the back panel of he client for a few seconds and then reconnect.

 

Once the client has reset completely, go to channel 104 again and see if the message is gone and 4k programming has returned. If you get the same message, disconnect the HDMI cable from your OLED TV and reconnect to try to re-establish the "hand-shake" between the client and TV.

 

We hope these steps will support a resolution to the issue; however, if you continue to encounter this error, let us know and we can further review and a potential escalation may be necessary. 

 

Chad, AT&T Community Specialist. 

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mdram4x4

ACE - Master

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9K Messages

2 months ago

check for a firmware update for the tv

 

did it just stop working?

was anything updated?


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New Member

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4 Messages

2 months ago

The television has the latest firmware update. It stop working several months ago.

 

New Member

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4 Messages

2 months ago

Hi Chad,

 

I did all the steps you mentioned and the error message still continues. I moved the HDMI cable to other TV inputs, but it still does not work. Hopefully you have another solution! Thanks!

Brand User
ATTHelp

Community Support

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133.9K Messages

2 months ago

Hello @pc1980

 

It's unfortunate to hear the issue still exists after the mentioned troubleshooting steps. 

 

What may be happening is a software related problem from a potential "sleep function" of the client. Try this:

 

On the client- Go to Settings- Display-TV resolutions- enable the 4k resolution box. If it's already checked; remove the check and re-check the box. After doing that go back to Settings- scroll to Power Saving and turn OFF.

 

After making those changes reboot the client again and determine if that resolves the issue. 

 

Chad, AT&T Community Specialist. 

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*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.

New Member

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4 Messages

2 months ago

Hi Chad,

 

When I go to the video resolution page, the 4K option is greyed out. Iam not able to select the 4K option. It say's "TV does not support 4K"

Brand User
ATTHelp

Community Support

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133.9K Messages

2 months ago

We are here to help, @pc1980.

 

We recommend that you refresh your Directv equipment, as this will re send authorizations to the channels and packages. After 5 minutes, reboot the main receiver and wait for it to come back on and then reboot all the other receivers that you have.

 

Let us know if this helps.

 

Marc, AT&T Community Specialist

 

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*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.

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