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Stuck on "Install DIRECTV Player"

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Stuck on "Install DIRECTV Player"

I'm on Win7, using Firefox and Chrome.

I clicked the "Install DirectTV Player" button and it downloads "CiscoVideoGuard.6.7.exe" I installed that and it still goes back to the "Install DirectTV Player" page.

 

I thought maybe the button was giving me the wrong link so I looked up the url for DIRECTTV Player 12.1 and installed that as well, but still stuck on this page. I tried clearing cache, restarting pc, relogging.

 

Nothing seems to work. In fact I tried this on a second Win7 computer with the same results. I don't know what is going on but I can't get past this screen.

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Message 1 of 99
Contributor

Re: Stuck on "Install DIRECTV Player"

I attempted the instructions listed in the solution post, and after pressing ctrl f5, i was brought to a page on DirectTV's website saying "sorry we are unable to complete your request". We just bought a DirectTV package as we moved out of state, but I'm considering changing that... especially considering most of these users are saying that DirectTV is doing little to help them.

Message 46 of 99

Re: Stuck on "Install DIRECTV Player"

In the address bar, in your browser, at the right hand side, a tiny icon might pop up. First it looks like a shield with some red on it, click it to allow the flash Player to update. Then when you press the "watch now" blue button, the shield changes to look like a little puzzle piece. Click on that to allow plug-ins to run. 

 

 

Message 47 of 99
Former Employee

Re: Stuck on "Install DIRECTV Player"

I had a similar problem.  Windows 10 64 bit, using Chrome browser.

 

I discovered that something was blocking the Adobe plugin from running (a little icon was showing up in the address bar but I had to click on it to get this "alert").  I was able to turn off the blocking for the Directv site, and now i can watch live streaming TV channels by clicking on the Directv guide (NBC, ESPN, etc.) with no problem.

Message 48 of 99
Tutor

Re: Stuck on "Install DIRECTV Player"

The plugin block seems to refresh whenever I open the browser. (Chrome) Though I might be doing something wrong.
Message 49 of 99
Community Support
Solution
Accepted by Administrator (Administrator)
Accepted by davidbk
‎07-20-2017 10:19 AM

Re: Stuck on "Install DIRECTV Player"

Hello,

 

We wanted to follow-up on this thread to summarize the great input from our DTV community. Shot outs to @kimmyrice47, @flaotingdead, and @AirBoss55 for providing some great answers to help the community. Here is a summary of solutions that appear to be working. 


Solution #1 

This solution appears to be good for IE browser

  1. Install the latest flash player (you can check your version at http://get.adobe.com/flashplayer/about/)
  2. Close the browser
  3. Uninstall "Cisco Video Player" from the Windows Control Panel - Uninstall or change a program (Programs and features)
  4. Open your browser and delete all "directv.com" cookies under Settings (there's a guide on how to do this for each browser here, Opera is similar to Chrome just Settings -> Privacy and Security -> Cookies -> All Cookies and Site Data then search "directv.com")
  5. Go back to the directv show or movie you were trying to watch, click Watch and Install directv player (Cisco video player) again
  6. Press Ctrl f5 to do a hard refresh of the page but don't close the browser.


Solution #2 

In the address bar, in your browser, at the right hand side, a tiny icon might pop up. First it looks like a shield with some red on it, click it to allow the flash Player to update. Then when you press the "watch now" blue button, the shield changes to look like a little puzzle piece. Click on that to allow plug-ins to run. 


Solution #3 

Windows 10 64 bit, using Chrome browser.

I discovered that something was blocking the Adobe plugin from running (a little icon was showing up in the address bar but I had to click on it to get this "alert").  I was able to turn off the blocking for the Directv site, and now i can watch live streaming TV channels by clicking on the Directv guide (NBC, ESPN, etc.) with no problem.


Solution #4

@RR_USA wrote a great detail response for chrome browsers.  

 

Keep the creative solutions coming and thank you for taking action in your communitySmiley Very Happy

 

Jared, AT&T Community Specialist

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 @ATTCares and @DIRECTVService

*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 50 of 99
Teacher

Re: Stuck on "Install DIRECTV Player"

I switched from Dish to DirecTv and right now regretting it big time!!!!!! The canned responses to resolve a know issue, yet advertising this as a benefit to their services is unconscionable!  I had no issues with Dish with streaming from my Surface Pro at all.  I would expect tech support to have more insight and realize that 70% of us are very tech savvy and have already tried all known potential resolutions.  

 

Get this fixed DTV or find programmers that are capable of dealing with the issues!

 

VERY FRUSTRATED AND HIGHLY UNSATISFIED!!!!!

Message 51 of 99
Contributor

how to get direct TV Flash player to load

how to get direct TV Flash player to load

Message 52 of 99
Teacher

Re: Stuck on "Install DIRECTV Player"

HI Feistymom:

You are one of many who cannot get DirecTV player to function. I agree that many users know more about the issues than the staff of DiecTV. What shocks me is that ATT is uninterested or unable to solve the problems. I suggest that you contact The Office of the President of ATT to add your voice the management at https://www.att.com/gen/investor-relations?pid=27794 .
Message 53 of 99
Teacher

Re: Stuck on "Install DIRECTV Player"

HI Feistymom:

You are one of many who cannot get DirecTV player to function. I agree that many users know more about the issues than the staff of DiecTV. What shocks me is that ATT is uninterested or unable to solve the problems. I suggest that you contact The Office of the President of ATT to add your voice the management at https://www.att.com/gen/investor-relations?pid=27794 .
Message 54 of 99
Highlighted

Re: Stuck on "Install DIRECTV Player"

Join the club.

 

I had an AT&T (Directv) person tell me yesterday that Directv had been aware of multiple issues with Win 10 and had just resolved it in the last couple days. Oops, nope - still not working. They also still have all sorts of issues with Win 7. I've tried Chrome, Opera, IE and Firefox with a Win 7 computer and the same (Link) on a Win 10 machine, none working. I suspect it has something to do with the kludge of Flash, Cisco VideoGuard and AT&T/Directv's abysmal IT. Add to all of this that Directv suffers in the rain, and frankly, we are considering doing away with everything AT&T (home and business) as much as possible and replacing all we can with other providers. As to AT&T/Directv employees caring, they are far and few between - a large percentage of those in the US are simply collecting a paycheck and those off-shore are clueless. Stephenson and Stankey are C-suiters in the John Stumpf/Wells Fargo mold.

 

Anyway, I doubt any of this will really work for all until AT&T finally sorts it all out and you'll notice you don't hear of these wide-spread issues with Amazon, Hulu, Netflix, You Tube, etc., etc., etc.

Message 55 of 99

Re: Stuck on "Install DIRECTV Player"

If any of the above works, bully for you, but for the rest of us, does AT&T have any idea when AT&T will get its act together and fix all of these issues for the rest of us? Why is AT&T using Flash when it isn't universally-accepted (Chrome disables it by default and don't play well with it...oh, sure, Google isn't a major player in consumer webbing or anything (sarcasm)...) and using some bugridden DRM "protection" from Cisco (VideoGuard, the (Cr)app that Directv's website insists be installed, yet cannot recognize the install. 

 

Let's face it: AT&T corporate culture is such that the vast majority of employees doesn't give a flying flock about individual customers, only total numbers of subs and the packages sold and until that changes, which starts from the C-suite and moves to the rank and file, AT&T is becoming more and more in danger. Oh, and word on the street is that the TM merger is going to run into all sorts of sudden difficulties - apparently it is several overlapping interests to mess it up (I have no doubt about that, but haven't heard for certain who the interests are).

Message 56 of 99
Tutor

Re: Stuck on "Install DIRECTV Player"

My "solution" has been to use the DirectTV website to find a movies and tv shows that are available to stream online and then go find the website for the network that is providing that movie and watch it there. So, for example, I'll see a movie I want to watch is provided by TNT so I'll go to TNTDrama.com and watch a movie there. That's the best I've got. 

 

I've repeatedly tried to install the DirectTV player Cisco thing on three different computers, following the advice in this thread and have Never been able to get it to work. It always says I need to install it each time after I've installed it.

Message 57 of 99

Re: Stuck on "Install DIRECTV Player"

Oh!  I do feel your pain for not getting "Free in you package" streaming and do the same as you have found that works from sports to shows to news going to particular WEB sites.  Thanks for sharing.  What strikes me is that in this household 3 of the older devices can watch on Directv.com and I can't on my powerful newer desktop and Surface laptop.  Inept techs, screwed up Player and non-caring company.  Need I say more?  On the bright side we still have Internet and electricity to surf the cyber-seas.  Have heavy riptides tho with ATT on my side.  Enuff said.   

Message 58 of 99

Re: Stuck on "Install DIRECTV Player"

Thanks for link to the Office of Pres. ATT email form to fill out which I did re not being able to stream video and pointing out that I've been a subscriber for about 20 years and the current situation is the worst.  Got an email response saying "someone" would contact within 24 hours.  A fellow indeed called from CID showing ATT and I thought he said from the President's office, but...He asked some of the standard CSR questions and said this must be escalated (I laughed to myself having gone thru that before) and to show his concern gave me his desk phone # with 208 area code.  Said he go home and verify what I said re my laptop and player.  (He didn't know which version of Cisco Player he had or how to find out.)  Afterward I looked up 208 area code seeing that ATT HQ was in Dallas, TX and found this about 208 and ATT:

http://www.idahostatesman.com/news/business/article97222147.html  So, we'll see what happens tomorrow when he said he'd make contact and I did get an escalation # by email.  Stay tuned. 

Message 59 of 99

Re: Stuck on "Install DIRECTV Player"

Any programmers on here that could comment on what I found when not being able to stream via Cisco Player getting either on Watch Live button nothing happening or the eternal "Checking on connection" spin?  When they happened I RIGHT clicked and chose "Inspect" which brought up a console that I'm not familiar with and saw a common red-lined error in the program about WebSocket error communicating with server Cisco and I/O error #2031 several times repeated.  Is this nothing or something to do with not-working Player?  Just sayin' and may be just blowing frustration smoke.  

Message 60 of 99
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