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gspinney's profile

Contributor

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9 Messages

Wednesday, November 3rd, 2021 10:09 PM

Uverse app on Moto G Power responds "Receiver Discovery Failed."

My Moto G Power is running Android 11.  The Uverse App displays the guide, plays shows, and handles recordings.  The Remote Control feature cannot connect to the set top box. When I tap the Remote Control icon and then tap Connect I see a message, "Receiver Discovery Failed."  I have rebooted all my set top boxes, rebooted the router and the Uverse Wireless Access Point.  I have followed all the instructions in the Uverse guide. I have cleared the cache of the Uverse app and reinstalled it.  I have an old LG 5 H820.  The Uverse Remote Control works on it.  Please offer your ideas.

Community Support

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232.8K Messages

3 years ago

We are here to help you get your U-verse App back up and running, .

 

We recommend that you factory reset your gateway, as this will restore everything to the default settings. There may be an issue on your network causing the app to malfunction.

 

Also, we have some more questions that will help us get to a better solution.

 

  • Have you restarted your phone?
  • Are you on your home network?

Let us know more information, so that we can better assist you.

 

Marc, AT&T Community Specialist

Contributor

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9 Messages

3 years ago

Marc, Thank you for the suggestions.  I will implement them as soon as I can.  Unfortunately I cannot run the Uverse app on either of my cell phones at this time.  The app either cycles after I enter my credentials or it freezes while informing me that it will require permissions.  I called AT&T support who told me that there are issues with the app and that AT&T is working on it.  Spin.

Community Support

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232.8K Messages

3 years ago

Hi, gspinney.

 

Thank you for the update.

 

Our engineers are working toward a resolution as fast as possible and there is no ETA on when the U-verse app is going to be fixed. 

 

You will know when its fixed, when you can log in without any problems.

 

If you have any other questions or concerns, feel free to reach back out.

 

Thank you for choosing AT&T.

 

Marc, AT&T Community Specialist

Contributor

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9 Messages

1 year ago

AT&T Uverse Android App Error: “Receiver Discovery Failed.” I opened case no. M01793994 21 Jul 2021.  As of yesterday, 14 Feb 2023 the case had not been resolved.  No one contacted me for any information or to conduct diagnostics.  Yesterday I called Uverse Technical support about the same problem: “Receiver Discovery Failed.”  On my old LG5 the app works fine.  On my new phone, Moto 8 Power, it does not.  All features of the app work on the new phone, except the remote control function.  During the 30 minute phone call the technician behind the curtains continued to tell the poor customer service rep (CSR) with whom I was speaking to repeat steps that I had already executed.  The tech behind the curtains surmised this and that were causing the problem.  The tech behind the curtains was unable to tell me what was wrong.  The tech did not conduct diagnostics, such as network packet capture and analysis.  I asked the CSR to ask the tech to have his supervisor call me.  The tech refused.  I realized that Uverse Technical Support was not going be able to figure it out.  I ended the call amicably -- the CSR did everything he could.  He provided a case no. M66236610. I immediately called the President's office and submitted a complaint. 

ACE - Expert

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35.8K Messages

1 year ago

The tech did not conduct diagnostics, such as network packet capture and analysis. 

How could he?  This is local traffic in your network?

I immediately called the President's office and submitted a complaint. 

You must be one of those lucky ones with the hotline number.  Most people submit a BBB or FCC complaint.  

The U-verse remote control functionality has always been a bit iffy.  And having to keep my phone awake to use it annoyed me to the point of not caring, and so didn't worry about installing my own Wi-Fi router (which would break this functionality).  The most likely path for AT&T to take in resolving this issue will be to remove any remaining Remote Control menus from the AT&T U-verse application.

Contributor

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9 Messages

1 year ago

To JefferMC: I think the simplest method would be for the tech to work with me to set up Wireshark on my computer to capture the traffic.  Other than that the Uverse Router itself has diagnostic abilities with which Uverse Technical Support should be familiar.   But it is not my place to instruct the tech behind the curtain how to diagnose a problem.  The tech behind the curtain should have asked for help from someone with better knowledge of the system.   AT&T network engineers are instructed to get help when needed and not to tell the customer that AT&T does not know what is wrong.    

ACE - Expert

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35.8K Messages

1 year ago

The "technician behind the curtain" probably is someone who was sitting in the "person on the phone"'s chair 12 months ago.  He's not really technical, just has more experience with taking calls.  They don't pay them enough to be technical.

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