Announcements

For the latest on our response to Coronavirus (COVID-19), click here.

Tutor

 • 

8 Messages

Wed, Nov 28, 2018 10:09 PM

Sorry, we ran into a problem. Please restart the video player.

Is it true that Directv does not stream on 64-bit laptops/PCs??! I've installed Flash and Directv Video Player and after the player goes through the steps before starting to stream (up to Optimizing Video), I get the error message "Sorry, we ran into a problem. Please restart the video player." Still same error after restarting the Video Player several times. I'm running the latest Chrome browser on the latest Windows 10 OS.

Responses

Accepted Solution

Official Solution

Brand User
ATTHelp

Administrator

 • 

112.8K Messages

a year ago

Hi @osyacoub!

Thank you for reaching back to us here! you can watch your favorite show on a computer. We suggest you view this article to get more details on how to Watch DIRECTV on your Computer.

Let us know if you need anything else!

Yetty, AT&T Community Specialist

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.
Brand User
ATTHelp

Administrator

 • 

112.8K Messages

a year ago

Hello @osyacoub

We understand you're having issues with trying to get your DirecTV to work on your PC.

Are you having this issue on more than one device?

Have you tried clearing your cache and cookies?

Charles, AT&T Community Specialist

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.

Tutor

 • 

8 Messages

a year ago

Are you having this issue on more than one device? No. One device but the same issue occurs on latest Chrome and Edge browsers.

Have you tried clearing your cache and cookies? Yes.

Tutor

 • 

8 Messages

a year ago

I've already looked at Watch DIRECTV on your Computer. This doesn't help me at all. I have Windows 10 and the latest Chrome, and I have downloaded and installed Flash for Chrome and the Directv Video Player.

Brand User
ATTHelp

Administrator

 • 

112.8K Messages

a year ago

Hi @osyacoub!

Let us take a closer look at this for you! We suggest that you try downloading Firefox and see if that helps!

You can also uninstall the Chrome and then re install it.

We're still here!

Yetty, AT&T Community Specialist

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.

Tutor

 • 

8 Messages

a year ago

Exact same issue on Firefox: "Sorry, we ran into a problem. Please restart the video player."

Brand User
ATTHelp

Administrator

 • 

112.8K Messages

a year ago

Good morning @osyacoub,

 

Thank you for the follow up, you may need to check that you do not have cisco media player installed as this might create an issue streaming from the website. For steps on how to do this and more tips you can check out our DIRECTV Player support forums thread. Let us know if this helps!

 

James C., AT&T Community Specialist

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.

Tutor

 • 

8 Messages

a year ago

I have tried all these solutions and still the same problem. I'm giving up at this time. I read somewhere that you can't watch Directv on 64-bit Windows laptops/PCs. I strongly believe this is the case.

trongod05

Mentor

 • 

66 Messages

a year ago

Same problem here.  Multiple devices, all different browsers. Have everything necessary installed.If I click to watch it goes through loading, authorizing, and when it gets to "Optimizing Video Quality" that's where the error occurs.  On another note, I am able to watch ESPN content.  It never gets to the Optimizing part, because it is handing that off to ESPN to handle.  I strongly believe this issue is specific to content streamed directly by DirecTV while using the Cisco Video Guard software. Right now it is version 6.8. Given the software is old, it is probably no longer working with up to date systems or browsers, but DirecTV has no interest in fixing the issue. There are so many forum posts about this it's ridiculous, no one seems to be able to get it working. I don't know why they even advertise it if it doesn't work.

trongod05

Mentor

 • 

66 Messages

a year ago

Here's the web console view from Firefox. Basically this amounts to DirecTV's stuff is broken as usual.

 

Object { isRestart: false, tmsId: "MV000448030000", seriesID: undefined, isStreaming: undefined, airDate: "undefinedundefined", mainCategory: undefined, subCategory: undefined, tmsProgramID: "MV000448030000", title: "Broken Arrow", description: "Air Force pilots Vic Deakins (John Travolta) and Riley Hale (Christian Slater) are sent on an overnight top-secret mission with two nuclear weapons aboard their aircraft. But, after they are in the air, Deakins changes the plan. He attempts to kill Hale and then steals the weapons with the intent of selling them to terrorists. However, Hale survives the crash and meets up with park ranger Terry Carmichael (Samantha Mathis). Together, Hale and Terry attempt to thwart Deakins' plan.", … }
dtve.js:9:4307
Object { playerLocation: "Player Installation", playerName: "DRM", playList: {…} }
dtve.js:9:6522
https://cdns.directv.com/images/logos/channels/dark/medium/67239.png dtve.js:9:6555
Player Type: mediaPlayerTypeDRMVod dtve.js:9:9611
--------- dtve.js:9:16592
Date 2018-11-30T23:02:43.899Z
dtve.js:9:16617
PLAYER_LOADED_SUCCESS dtve.js:9:16639
Object { hexCode: "10000000", payload: null, code: 268435456, message: null, payloadCode: null, type: "mediaPlayerEvent", data: null }
dtve.js:9:16654
--------- dtve.js:9:16669
Loading mixed (insecure) display content “http://aaxs.dtvce.com/crossdomain.xml” on a secure page[Learn More] Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
Loading mixed (insecure) display content “http://aaxs.dtvce.com/crossdomain.xml” on a secure page[Learn More] Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
Loading mixed (insecure) display content “http://aaxs.dtvce.com/flashaccess/authn/v5” on a secure page[Learn More] Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
Loading mixed (insecure) display content “http://aaxs.dtvce.com/flashaccess/authn/v5” on a secure page[Learn More] Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
Loading mixed (insecure) display content “http://aaxs.dtvce.com/flashaccess/domain/v5” on a secure page[Learn More] Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
Loading mixed (insecure) display content “http://aaxs.dtvce.com/flashaccess/domain/v5” on a secure page[Learn More] Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
[WebSocket] error communicating with Web Socket server at ws://drmlocal.cisco.com:12940/ (IoError: Error #2031) CMPAll-DAI.js line 49 > eval:1:74602
[WebSocket] error communicating with Web Socket server at ws://drmlocal.cisco.com:7165/ (IoError: Error #2031) CMPAll-DAI.js line 49 > eval:1:74602
[WebSocket] error communicating with Web Socket server at ws://drmlocal.cisco.com:8819/ (IoError: Error #2031) CMPAll-DAI.js line 49 > eval:1:74602
[WebSocket] error communicating with Web Socket server at ws://drmlocal.cisco.com:31840/ (IoError: Error #2031) CMPAll-DAI.js line 49 > eval:1:74602
--------- dtve.js:9:16592
Date 2018-11-30T23:02:46.352Z
dtve.js:9:16617
PLAYER_INITIALIZATION_SUCCESS dtve.js:9:16639
Object { hexCode: "10000002", payload: null, code: 268435458, message: null, payloadCode: null, type: "mediaPlayerEvent", data: null }
dtve.js:9:16654
--------- dtve.js:9:16669
Object { playerLocation: "Player Installation", playerName: "DRM", playList: {…} }
dtve.js:9:9809
PrimetimeProxy: Ctor entry Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: onPlayerStatusChange: initializing Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: Player: INITIALIZING: initializing Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: Primetime Proxy: in getPlayingState Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
--------- dtve.js:9:16592
Date 2018-11-30T23:02:47.825Z
dtve.js:9:16617
PLAYER_STREAM_URL_CHANGED dtve.js:9:16639
Object { hexCode: "00989680", payload: null, code: 10000000, message: "10000000", payloadCode: null, type: "mediaPlayerEvent", data: {…} }
dtve.js:9:16654
--------- dtve.js:9:16669
PrimetimeProxy: onPlayerStatusChange: preparing Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: Player: PREPARING: preparing Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: onBufferEvent: begin Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: onPlayerStatusChange: initialized Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: Player: INITIALIZED: initialized Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: onBufferEvent: begin Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: onPlayerStatusChange: prepared Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: Player: PREPARED: prepared Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
TriggerTrackSessionStart CMPAll-DAI.js line 49 > eval:1:409368
PrimetimeProxy: onBufferEvent: end Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
TriggerTrackEvent CMPAll-DAI.js line 49 > eval:1:410803
[17:02:48 GMT-0600 (Central Standard Time).342] [ERROR] [MediaHeartbeat] API call trackEvent:BufferComplete is unsupported in the current state. CMPAll-DAI.js:28:8566
PrimetimeProxy: onPlayerStatusChange: idle Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: Player: IDLE: idle Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: onPlayerStatusChange: error Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
PrimetimeProxy: Player: ERROR: Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
TriggerTrackError CMPAll-DAI.js line 49 > eval:1:410578
Loading mixed (insecure) display content “http://aaxs.dtvce.com/flashaccess/authn/v5” on a secure page[Learn More] Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
Loading mixed (insecure) display content “http://aaxs.dtvce.com/flashaccess/authn/v5” on a secure page[Learn More] Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
Loading mixed (insecure) display content “http://aaxs.dtvce.com/flashaccess/domain/v5” on a secure page[Learn More] Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
Loading mixed (insecure) display content “http://aaxs.dtvce.com/flashaccess/domain/v5” on a secure page[Learn More] Broken-Arrow-RTFpUUhVWkdwWnBaQlIva1lpZjkyZz09
--------- dtve.js:9:18789
Date 2018-11-30T23:02:49.205Z
dtve.js:9:18814
undefined dtve.js:9:18836
Object { hexCode: "00000d00", payload: "2018/11/30T05:02:49PM GMT-06:00|Windows 10|Firefox|63.0|64|DIRECTV Player v4.0.5|null|B003728676U3|3328|3328|100|28540683|null|0", code: 3328, message: "Server error", payloadCode: "100", type: "mediaPlayerErrorEvent", data: null }
dtve.js:9:18851
--------- dtve.js:9:18866
Error in retrieving device status ReferenceError: osVersion is not defined inqChatLaunch10004119.js line 3 > eval:4:31
TriggerTrackSessionEnd
CMPAll-DAI.js line 49 > eval:1:410360
[17:02:49 GMT-0600 (Central Standard Time).393] [ERROR] [MediaHeartbeat] API call trackSessionEnd is unsupported in the current state. CMPAll-DAI.js:28:8566
--------- dtve.js:9:16592
Date 2018-11-30T23:02:49.397Z
dtve.js:9:16617
PLAYER_SHUTDOWN_SUCCEEDED dtve.js:9:16639
Object { hexCode: "10000008", payload: null, code: 268435464, message: null, payloadCode: null, type: "mediaPlayerEvent", data: null }
dtve.js:9:16654
--------- dtve.js:9:16669
XML Parsing Error: no root element found
Location: https://att.inq.com/tagserver/logging/logdata
Line Number 1, Column 1: logdata:1:1

Tutor

 • 

8 Messages

a year ago

@trongod05, totally agree.

Brand User
ATTHelp

Administrator

 • 

112.8K Messages

a year ago

Hello @osyacoub,

Thanks for attempting all the troubleshooting steps. I shall escalate this feedback to the proper departments for review. As we work to get the media player issue resolve, we ask that you attempt to watch DTV on a tablet or phone.

We apologize for any inconvenience.

 

Mihai AT&T Community Specialist

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.

Teacher

 • 

12 Messages

a year ago

THAT'S IT! osyacoub nailed it. It's definitely an issue with a 64-bit system. The player works fine in a Win-7 32-bit VMWare VM (Virtual Machine) but NOT on the Win-7 x64 host. I cannot believe DTV/ATT doesn't already know this but yet they have said NOTHING! Shame on you! 

trongod05

Mentor

 • 

66 Messages

a year ago

Hi All,

 

Earlier in the thread I had posted the console output where you can clearly see there are server errors being generated.  To me that says the error is on the server end.  Usually if you see any kind of 500 error code or Internal Server Errors that is a good indicator the problem is on the other end.  That being said this issue was just eating away at my brain for a few days. You have to remember that whenever DirecTV technology and networking are mixed together, the results are always super flaky.  Meaning every device in your house can have 0 issues connecting to the network, getting out to the internet, or transferring data; but as soon as a DirecTV device is present, it always has some kind of problem. It's been no different with any software applications they make either. Always networking issues. You can have an internet connection and be watching YouTube, but a DirecTV app can say you aren't connected to the internet.  

 

With all of that in mind, I decided I would try something.  I disabled my hard wired LAN adapter, inserted a USB WiFi adapter, then attempted to watch a movie again.  BAM! I was watching all content on their site with no errors.  Then I removed the USB adapter and enabled my LAN adapter again and everything was still working.  Not sure what happened in this process, but I think it could have something to do with prioritization of network devices.  I have a LAN adapter, but I also have some virtual adapters that are used by VirtualBox and VMware.  It's possible that the locally running DirecTV player is attempting to use one of the virtual adapters without first checking to see if the adapter has a connection to the internet.  Not 100% sure. Either way, this solution got it working for me.

 

Give it a shot and see if this works for you. If you don't have another adapter laying around, maybe try completely uninstalling all network adapters, software and drivers, then reinstall.

New Member

 • 

1 Message

I have a mac and I'm still having these issues. I've tried all of the above as well, downloading new versions of the video players, clearing cookies and cache, etc., and still I get that same error code. OR, the screen will just be black. After I it loads and authorizes, the screen just goes black. And it's hit or miss. I was on the phone with someone from ATT two nights ago for 45 min and it was ZERO help...the person had no clue. Unfortunately I am a caveman when it comes to computers so I don't know what else to do. Any suggestions (that are easy for computer dummies to understand) are greatly appreciated, because I am at my wit's end with Directv.

Teacher

 • 

12 Messages

a year ago


@trongod05 wrote:

Hi All,

 

Earlier in the thread I had posted the console output where you can clearly see there are server errors being generated.  To me that says the error is on the server end.  Usually if you see any kind of 500 error code or Internal Server Errors that is a good indicator the problem is on the other end.  That being said this issue was just eating away at my brain for a few days. You have to remember that whenever DirecTV technology and networking are mixed together, the results are always super flaky.  Meaning every device in your house can have 0 issues connecting to the network, getting out to the internet, or transferring data; but as soon as a DirecTV device is present, it always has some kind of problem. It's been no different with any software applications they make either. Always networking issues. You can have an internet connection and be watching YouTube, but a DirecTV app can say you aren't connected to the internet.  

 

With all of that in mind, I decided I would try something.  I disabled my hard wired LAN adapter, inserted a USB WiFi adapter, then attempted to watch a movie again.  BAM! I was watching all content on their site with no errors.  Then I removed the USB adapter and enabled my LAN adapter again and everything was still working.  Not sure what happened in this process, but I think it could have something to do with prioritization of network devices.  I have a LAN adapter, but I also have some virtual adapters that are used by VirtualBox and VMware.  It's possible that the locally running DirecTV player is attempting to use one of the virtual adapters without first checking to see if the adapter has a connection to the internet.  Not 100% sure. Either way, this solution got it working for me.

 

Give it a shot and see if this works for you. If you don't have another adapter laying around, maybe try completely uninstalling all network adapters, software and drivers, then reinstall.



Wow...that works, thanks! My tower PC has 2 on-board ethernet adapters as well as 2 virtual adapters for VMWare Workstation (no wireless). The 2nd ethernet adapter is always disabled. I first tried disabling the virtual VMWare adapters but it made no difference. Then I tried your idea of using a USB WIFI adapter and was shocked to see it worked AND as in your experience, it still works after removing the USB adapter and re-enabling the ethernet adapter. Next I tried the same thing with my work laptop and again it worked over USB WiFi and after removing the adapter and re-enabling everything (on-board ethernet & wifi plus 2 virtual VM Ware adapters) the player worked over on-board wifi and ethernet. 

So, I guess I was wrong about it being a 64-bit issue. I suppose that the 32-bit VM just happened to have a much simpler network config with only one (virtual) ethernet adapter mapped to the host's active connection. 

AT&T TV – All Your Entertainment In One Spot.  Learn more…