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Contributor

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2 Messages

Thu, Oct 17, 2013 11:27 PM

U-verse online error message

When I try to watch U-verse online, I often get an error message that says,

 

"Oops... An error has occurred

We apologize for the inconvenience. If the problem persists
please visit our AT&T U-verse Support page for further troubleshooting.
Details: An error occurred trying to play the video.Try Again  Error Code: 3.8"

 

I've talked to tech support and they say it's a flash player issue, but mine is up to date.  It seems to happen on certain networks and not others.  I can't watch Spike, Showtime, Starz, WE to name a few, but can watch HBO, Fox, and ABC.  I have access to all of these channels on my TV, but keep running into this error code on my computer.  Anyone else having the same problem or have any better trouble shooting ideas than AT&T telephone support? 

Thanks!

Responses

Accepted Solution

Official Solution

DavidCS

Community Support

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1.7K Messages

7 years ago

Hi Visitor01,

 

I am not sure what was causing nh_0402's issue, but here are some things that were done to fix others accounts

  1. Reinstall Java and Microsoft Silverlight
  2. Disable all your firewalls (including Windows) to see if it was a firewall issue
  3. Make sure you are directly connected to the U-verse router when testing
  4. Make sure you are signing in with your primary ID.

Also, here is an article that goes over the error codes a little more in detail.

 

Hope one of these helps resolve your issue. Let us know how it goes.

 

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
*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.
DavidCS

Community Support

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1.7K Messages

7 years ago

Hi nh_0402,

 

I apologize about the inconveniences with the U-verse online site. Hopefully, it's a n easy fix, but I will be glad to work with you until we get this fixed. 

When you access U-verse online, what browser are you using to access it?

Have you tried with other browsers?

Do you have this issue when you try another device?

 

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
*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.

Contributor

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1 Message

7 years ago

i too have the same error 3.8 and no one at at&t has been able to assist me. I've spoke with over a dozen technicians and gotten no where. I've reinstalled browers, updated silverlight, upldated my flash player and i still have the same error 3.8

 

using a macbook pro

using browers chrome, safari and firefox are none are working....at a loss

 

DavidCS

Community Support

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1.7K Messages

7 years ago

Hi rosahaggerty,

 

I apologize for this inconveniences, but I would be glad to look further into this for you. I will be sending you a private message to gather some more information, so be on the lookout for it.

 

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
*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.

Contributor

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1 Message

7 years ago

I am also having this problem. I am also using a Macbook Pro. I have tried Safari, Internet Explorer, Firefox, and Chrome. But I seem to only be having problems with watching movies, not TV shows

DavidCS

Community Support

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1.7K Messages

7 years ago

Hi stuckyn,

 

I apologize for the issues you are having with U-verse online. I would be glad to investigate your issue further. 

Please send us a detailed message by clicking here. Be sure to include your name, account number, phone number, and the best time to reach you. 


Keep an eye on the at the top right corner of your screen for a response.

In the meantime, let me know if you have any other questions or concerns!

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
*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.

Contributor

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1 Message

7 years ago

I'm also having this problem...

 

Am on a Surface Pro.  Using Windows 8.1 and latest Java Silverlight, flash, etc...

 

Thanks for your help.

JefferMC

ACE - Expert

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17.6K Messages

7 years ago

It is especially important to note which channels you are having problems with, and whether or not the problem is intermittent or continous.  There are several different players in use depending on the which content provider is responsible for the channel.  AT&T has done a nice job of providing a single menu/selection screen, but behind the scenes, it must be anything but simple.

 

Award for Community Excellence 2019 Achiever*
*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.

Tutor

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12 Messages

7 years ago

I am having issues viewing Showtime, Stars.   Can watch HBO and other channels. Started several days ago. ATT customer is useless. Does anyone have any suggestions?

JefferMC

ACE - Expert

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17.6K Messages

7 years ago

Showtime uses a Silverlight based player.  Do you have the most recent version of Silverlight installed?  What messages (if any) do you get?  What does happen?

 

 

Award for Community Excellence 2019 Achiever*
*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.

Contributor

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2 Messages

7 years ago

Same problem here: Can't watch Showtime via Uverse Online using Windows 7 w/ IE10 or Google Chrome. Have latest versions of Java, Flash & Silverlight. ATT Customer Service can't help either.

db821arc

Scholar

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86 Messages

7 years ago

I have not had any problems.  As far as Showtime you do know you can watch showtime through their own service Showtime anywhere and they also have a live feed of Showtime.  Also all of the premium channels which is mostly what I watch has their own site where you can watch their progamming.  So most if the time I use their sites rather then Uverse.

Community Support

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6.7K Messages

7 years ago

Hi,

 

We apologize about all the inconveniences but vinrossgmailcom was able to find something that may help out.


vinrossgmailcom wrote:
Although I had the latest Microsoft Silverlight version I decided to uninstall and re-install it.


 

This helped resolve their issue, and hopefully, it will help resolve everyone elses.

 

-David T

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 @ATTHelp

*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.

Contributor

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2 Messages

7 years ago

Uninstalled & Reinstalled Silverlight & still have the same problem.

Contributor

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1 Message

7 years ago

Same thing here.  Have done all the troubleshooting. Various browsers, Mac/PC laptop desktop, wired & wireless connections.  Deleted cookies, reinstalled programs, on & on & on.......  Had AT&T rep out today. Switched modems - no change.  However, I am able to use my iphone on the wireless network and play a Starz series.  Detail regarding Starz:  on my computers I can play Starz movies & not original series.  We just moved and had our Att service relocated to new address & this is when it all started.  The tech that came (after hours & hours of phone tech support) was confounded, called his techie at Att, still no answer to this problem.

 

Att, please figure this out.  You may email me and get my contact info & I am willing to be the guinea pig to try things out - lets just get it fixed!

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