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Tue, Jun 2, 2020 11:27 PM

Pause screen stuck, while movie audio plays in back ground.

My genie is stuck with a pause ad that says, currently from AT&T, email you'll love (press any button to dismiss this screen) well I have pushed every button on my remote, only ones that work are guide, menu, list. As soon as I select a movie, that stupid ad displays, while the audio plays in the background. How do I get my genie to work correctly?


Brand User

Community Support


124.4K Messages

a month ago

Hey @Ccpetty71,


We want to help you enjoy your movie!


Was this something that was recorded previously or is this a new movie selection that you are trying to play that is experiencing this issue? You can always perform a powercycle by either pressing the red reset button or unplugging the power cord from the outlet for 3 seconds and then plug it back in. It will take some time to go through the reload process but let us know if this resolves your issue so you can enjoy your movie.


RoyN, Community Specialist


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New Member


1 Message

Hello, I am having the same issue, no matter what channel I choose, I get this notification and there’s no way to get rid of it. I can hear the channel or the recording but cannot get this big blue “Currently from AT&T, email you’ll love” message to go away. I have reset the box, unplugged, powered down, and when it comes back, the same issue persists. Please help. 


ACE - Professor


3.3K Messages

Try hitting exit on the remote

Former directv csr and tech support rep.
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*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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