Keoghc's profile

Contributor

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1 Message

Thursday, March 15th, 2018 9:51 PM

Closed

U-verse app does not recognize receivers

The u-verse app cannot recognize he receivers on my home network (using iPhone and iPad). What am I missing?

ATTHelp

Community Support

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207.4K Messages

5 years ago

Hello @Keoghc



Thank you for reaching out to us. I understand your concerns with being unable to connect your U-verse app to your receivers. I would be happy to share some information with you in hopes of getting everything connected.



There are a few things I can recommend. First I would insure your U-verse TV is properly set up. Next I would make sure the app is functioning properly. A few things you can do would be to clear the app data if able, verify the app is currently up to date, and uninstall and reinstall the app. Our Troubleshoot and Resolve Tool is a great way to look in depth at all your devices. By logging in with your myAT&T account, and selecting the proper service, you can get personalized troubleshooting steps and diagnostics



I’m glad I could share this with you. Should you have any additional questions, please don't hesitate to reach out to us and we'll be more than happy to take care of it for you. I hope you have yourself a wonderful rest of your day!



John, AT&T Community Specialist

Contributor

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3 Messages

4 years ago

Per instructions, "From the list, select from the available TV receivers in your home. Only enabled receivers will display."

My receiver is displayed via my Samsung S7 phone but not from my Pixel 1.

I've checked all network settings. Uninstall and re-install the app several times and continue to get Receiver Discovery Failed.

Any suggestions?

Tutor

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4 Messages

4 years ago

I have the same problem.  I can connect from another device but cannot from my Pixel. 

Bob Bednar

Mentor

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42 Messages

4 years ago

On a similar note, my iPhone will recognize the (only) receiver for a while ... but then loses the connection.  Usually closing & re-opening the app re-connects the receiver ... but not always.  Then I’m stuck with having to REMOVE my iPhone as a device and re-establish it as a valid device.  What gives???

Contributor

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1 Message

4 years ago

Samsung Galaxy s9+

I am unable to locate any receivers. Tried rebooting and factory resetting the gateway, that didn't work. Re-installed the app on the phone, that didn't work. I need serious help here... Any suggestions are welcomed. 

Tutor

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4 Messages

4 years ago

Hello,

 

i work in customer service. Just had a customer on the line with the same issue, i was doing factory reset of the gateway which didn't help. Also asked few people around and this is not the first time this happened even though everything else was working. I will be investigating further.

Bob Bednar

Mentor

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42 Messages

4 years ago

Strange work-around I’ve discovered:

When using the ‘Default’ connection option for connecting devices, even if the current receiver was ‘lost’, by calling up the Program Guide, if I select a channel that shows the three dots (...) as being ‘available’ it will then offer a ‘watch on TV’ option. Selecting that option ‘connects’ the receiver and changes to the selected channel. The connection may remain for some time, or more usually, the receiver’s connection will eventually be ‘lost’ and one must go thru the process once again to re-establish the receiver’s connection.

I hope this aids in determining why (or when) connections are lost.

Tutor

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4 Messages

4 years ago

Several Google Pixel models running Android 9 Pie get the same error when trying to discover my receivers. A Samsung phone running an older Android version did not exhibit the same behavior, nor did my Amazon Kindle.  The issue only exists on devices running Android 9 Pie.  The full error is:

 

There has been an issue communicating with the U-verse receiver. Please check to make sure you are on your U-verse Wi-FI.

 

Otherwise, please reboot your U-verse Receiver and gateway and try again. If this does not work, please go to www.att.com/uversesupport and search for
keyword "Enabled".

 

Screenshot_20190612-230211.jpg

Contributor

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3 Messages

4 years ago

I have the same as Tutor above!! FIX IT!!! On "my enabled devices" tab, it shows my phone as MAC 20:00:00:00:00:00. Not the proper one.

Galaxy S9, Pie latest build with ALL software updates. Other devices work fine, Tab A, S5 and S6 Active.

Contributor

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1 Message

3 years ago

This feature simply doesn't work. They want you to waste your time trying. But they know you will come up empty handed. They simply don't care as long as the bill is paid. TiVo has had this feature working for years. AT&T, to this day, has failed. But they simply will not admit it. I'm assuming the technical challenge is beyond their abilities.

 

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