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mack_p

Mentor

 • 

16 Messages

Tue, Jan 15, 2013 3:49 PM

My AT&T U-verse TV has a red x

My tv has a red X on the screen. Help!

Responses

Accepted Solution

Official Solution

Community Support

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6.7K Messages

5 years ago

Slide2.JPG

 

If you are having issues with:

  • Receiver resets
  • Loss of recordings
  • Pixilation
  • Freezing
  • Or any of these error messages above, check out our steps below to resolve your U-verse TV service:

Slide3.JPG

Rebooting the receiver is the quickest way to resolve most service issues:

  • Press and hold the power button(located on the left side of the receiver) for 10 seconds.
  • Another way this can be done is unplug the power cord from the wall outlet, then plug it back in after 10 seconds.

 

Slide4.JPG

 

We recommend plugging our devices directly into the wall. If you must use a power strip, use the surge protectors that are designed for high powered electronics. Not doing this may result in:

  • Receiver resets
  • Loss of recordings
  • Pixilation
  • Freezing

Make sure all connections (wall to receiver, receiver to TV) are placed firmly into the device. If the cables going from the wall to the equipment are damaged, feel free to contact us here.

 

Slide5.JPG

To avoid loosing your saved programs, perform the Non-Disaster Recovery for DVR/Receivers:

  1. Unplug the receiver or DVR power cord from the wall or back of the box.
  2. Wait 10 seconds.
  3. Plug in the receiver and DVR.
  4. When three white dots appear on the screen, unplug the receiver/DVR again.
  5. Repeat this process two more times.
  6. Plug the receiver/DVR back in on the third time and leave in. Three white dots appear followed by a gear with a status bar at the bottom of the screen. If the Recovery screen does not appear, repeat the steps above.

If you are still experiencing issues with you DVR after that, perform a Disaster Recovery on the device.

 

Disaster Recovery for DVR/Receivers:
WARNING!: Disaster Recovery steps will cause your DVR to lose all pre-existing data such as: Recordings, Parental control settings, Aspect ratio settings

                                                                                                 

  1. Using the above image as guidance, hold down the Down arrow key + OK key +Power key outlined in red at the same time to power down the DVR.
  2. Continue pressing these keys until a gear appears on the screen and release the Down arrow + OK keys.
  3. If the gear on the TV screen appears, wait until completion.
  4. If the gear on the TV screen does not appear, repeat the disaster recovery process.

 

If the previous steps have been exhausted and the TV receiver continues to malfunction, please send a private message with your account number and contact details to ATTU-verseCare for further assistance. If you are not a member of the U-verse community forums, we welcome you to register and reach out to us.

 

-ATTU-verseCare

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.

New Member

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2 Messages

One thing to consider.

The AT&T router is not very smart. If you switch the network cables to different ports, you may cause a problem.

1. Power down the router (unplug it)

2. Power down the uverse set to box (unplug it)

3. Disconnect all devices from the router including wireless devices. This includes phones and printers. Hint: disconnect your phone last: use Smart Home Manager to ensure all devices disconnect.

4. Power up the router

5. Power up the uverse set top box

It should now work.

Official Solution

SadathCS

Employee

 • 

581 Messages

8 years ago

For a more comprehensive list of error messages and other troubleshooting steps go to:


RESOLVING ERROR MESSAGES FOR U-VERSE TV

 

 

 

Troubleshooting Red X on screen:

 

A RED X on your TV screen caused by the U-verse receiver represents a boot failure, possible network issue, or hardware problem. It is recommended to check connections and attempt to power cycle the receiver by unplugging the power cord and plugging back in after 10 seconds.

 

If this is unsuccessful perform a disaster recovery by following the steps below. If this is a DVR, these steps will cause the receiver to lose all pre-existing data such as recordings, parental control settings, and aspect ratio settings.

 

Hold down the down arrow key and OK key, press the Power key to powercycle the receiver.

  • Wait until a gear appears on the screen before releasing the down and OK keys.
  • A gear appears on the screen with a status bar at the bottom.
    • If the Disaster Recovery screen does not appear, repeat the disaster recovery process.
    • If the Disaster Recovery screen appears, wait until completion

 

 

 

 

SadathCS

ATTU-verseCare

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.

New Member

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1 Message

i have tried this nothing works!the repair guy came this am said he needed to get into a locked rooma at my apartment ,but manager didnt respond so he left ,when the manager called back she said there is no electrical in there ! i have my 87 year old father with me with no TV!,, Not Happy,!!

SadathCS

Employee

 • 

581 Messages

7 years ago

Hello mack_p,

 

I hope this information was helpful! I also recommend checking out our Troubleshoot & Resolve solutions to help you diagnose any future issues. Thank you for the opportunity to help you!

SadathCS
ATTU-verseCare

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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2 Messages

6 years ago

I have gone through the hard reboot process and I get the gearand status bar on my screen but it never progresses the status bar at all. After 5-10 minutes iI just get the red x screen (no dots, just the x) I have tried using the ethernet cable directly from the wall as well as through my router and no go. What should I do now?
my thoughts

Employee

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15.7K Messages

6 years ago

Was this working before?
Red X with no dots is a connection problem. Possible problem(s) include
1) bad port on RG, try using different port.
2) bad house wiring
3) defective receiver port

Recommend placing receiver next to RG with a know good Ethernet cable and try again, if works can rule out port on RG, and receiver leaving a home wiring issue.
If wiring may try to resolve yourself or request a service call, billable $99 for in home wiring repair.

If normal connection is on coax, are other units on coax working? I
If this is only unit on coax, is the homehpna light on at RG when receiver connected? If not, factory reset the RG by depressing and holding the button on back of RG for at least 10 seconds. CAUTION this restore RG to default if have any custom setup will be lost.
Did you move the location of the unit?, new location may not be part of network.

Please post on findings, if narrow down to bad receiver will need to call or chat for replacement, either by direct ship or schedule tech appointment.
*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

6 years ago

It was working earlier today, we disconected and moved the system around then reconnected and double checked all connections and it still isnt working. My other two tv's work but this box will not. Wifi is also working so I know the house wiring works. Im gonna have a go with removing all wires and reconnecting tomorrow and if it doesnt work out ill have to calltech support iI suppose.

Thanks!
my thoughts

Employee

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15.7K Messages

6 years ago

Recommend moving the receiver to a known working location and try, swapping receivers.
If problem stays at location, wiring issue....if problem follows receiver bad STB.
*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.
protege01

Contributor

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1 Message

6 years ago

I also had a red X on the screen, first with a 10 under it then with an 8. I tried the resetting instructions and now the power button just flashes. Any help?

Community Support

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6.7K Messages

6 years ago

Hi @protege01 ,

 

I apologize about the issues you are having with your U-verse receiver, but I will be glad to help. If after power cycling and resetting the receiver and still having the red X, there may be an issue with the receiver, and it might need to be replaced. I can help with that and will be sending you a private message, so we can assist you further.

 

Thank you,

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.
mrlucas

Contributor

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2 Messages

6 years ago

I am having the same issue although mine is a Red X and the #11.

I've done the DR and the X is still there.   Do I need to swap out receivers? This receiver is the main receiver that is connected to ethernet. We have no other wifi issues and our other receiver is working perfectly. 

 

I appreciate the help.

Community Support

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6.7K Messages

6 years ago

Hi @mrlucas ,

 

I apologize about the issues you are having with your DVR. It sounds like it may need to be replaced, because it is still having the same problem after a disaster recovery. We can definitely help with that, and I will be sending you a private message to help out.

 

-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.
mrlucas

Contributor

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2 Messages

6 years ago

Thanks for the quick response and help.

Community Support

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6.7K Messages

6 years ago

You're Welcome. I have sent a private message to you. When replying back to it, make sure you reply back in the forum and not through your E-mail client.

 

I look forward to hearing from you.

 

-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.
sok_922

Contributor

 • 

1 Message

6 years ago

I am also seeing this issue as of today, and have attempted the steps mentioned above multiple times.

 

I assume my box would need to be replaced? 

mibrnsurg

Expert

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20.4K Messages

6 years ago

@sok_922 Contact ATT Uverse Care here:
https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2365485

Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service problems. They are available M-F 8am-11pm Eastern time, response may take up to 2 business days.

This is not the regular CS/TS people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply. Good luck 😉

 

Chris
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Need Help? PM ATT Uverse Care (all service problems)
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