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Direct TV App Android. No Video, only audio, all channels

Teacher

Direct TV App Android. No Video, only audio, all channels

Use the app frequently and never really have issues. For the past two days all channels on the app show a black blank screen but audio is coming through, just no video. Attempted to uninstall and reinstall app and that didn't work. Contacted support and was told it was a known issue that should have been fixed "in an hour". This was yesterday. Any help is appreciated

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Message 1 of 32
Tutor

Re: Direct TV App Android. No Video, only audio, all channels

Same here

Message 2 of 32
Administrator

Re: Direct TV App Android. No Video, only audio, all channels

We're here to help, @cjlozano45.

What device are you trying to use the DIRECTV App on, and have you tried any other devices?

We recommend you check out the troubleshooting checklist in our DIRECTV App post for steps that may help resolve the picture problem you're having on the application, as well. 

Let us know more, so we know how to proceed.

John, AT&T Community Specialist


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*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.
Message 3 of 32
Tutor

Re: Direct TV App Android. No Video, only audio, all channels

My phone is an OnePlus 5G for Sprint. This app was working fine until about 5 days ago. I see a black screen and hear audio. That's it. I have made sure that my phone is up to date. I have uninstalled and reinstalled application. I have cleared the cache. Nothing made a difference.
Message 4 of 32
Teacher

Re: Direct TV App Android. No Video, only audio, all channels

I too am using a One Plus 7 Pro, however it is on T-Mobile. Could it be possible that a recent update caused this because I had no issues previously. 

Message 5 of 32
Administrator

Re: Direct TV App Android. No Video, only audio, all channels

We're here to help, @cjlozano45!

That could be the case- what is your current phone's updated to?

Let us know, and we'll look into this further!

Donovan, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 6 of 32
Teacher

Re: Direct TV App Android. No Video, only audio, all channels

My phone is updated to Oxygen OS 9.5.11.GM31CB

Android 9 

 

No updates available

Message 7 of 32
Contributor

Re: Direct TV App Android. No Video, only audio, all channels

I have the issue, using a OnePlus 7 pro. Was working fine before. 

Please help.

Message 8 of 32
Administrator

Re: Direct TV App Android. No Video, only audio, all channels

@cjlozano45

 

Did you try the troubleshoot options we sent or reaching out to T-Mobile to see if there have been any reports of app issues after the recent update you mentioned?

 

Aminah, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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Message 9 of 32
Teacher

Re: Direct TV App Android. No Video, only audio, all channels

I did the troubleshooting steps with two techs and the same result each time. The only step I have not tried is factory reset my phone as I feel that is unnecessary as it is the only app that is having issues. I am able to use multiple streaming apps just fine. I will contact T-Mobile but can almost guarantee that they won't be able to help. I spoke to a tech support supervisor yesterday and was told it would be escalated, although I do not have much faith in that. 

I am also unsure if the app updated or not, it was just an idea. 

 

 

**UPDATE

I contacted Tmobile and was told everything is fine with my phone and services and most likely an issue with the App itself

Message 10 of 32
Administrator

Re: Direct TV App Android. No Video, only audio, all channels

@cjlozano45.

 

Please let us know how reaching out to T-Mobile goes. We'll be here to help further!

 

Ramses, AT&T Community Specialist

 


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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Message 11 of 32
Teacher

Re: Direct TV App Android. No Video, only audio, all channels

**UPDATE

I contacted Tmobile and was told everything is fine with my phone and services and most likely an issue with the App itself

 
 
Message 12 of 32
Administrator

Re: Direct TV App Android. No Video, only audio, all channels

Hello @cjlozano45,

When screen is black are you watching content that you downloaded from your DVR?



Charles, AT&T Community Specialist


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Message 13 of 32
Teacher

Re: Direct TV App Android. No Video, only audio, all channels

No I am trying to stream live channels. It doesn't matter the channel, the screen is black and all you hear is audio. The gui is still available to switch channels but neither work properly. 

Message 14 of 32
Administrator

Re: Direct TV App Android. No Video, only audio, all channels

Hello @cjlozano45,

To fully assist with this situation further, we will need to look over your account in more detail.

I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to my message with your specific account details.


I look forward to your response and the opportunity to help you!

Charles, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
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Message 15 of 32
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