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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 95
Administrator

Re: Stuck on "Install DIRECTV Player"

Hello @Jamz145,

 

We are sorry for your inconvenience.  Some recommendations:

  • Clear your cache and cookies
  • Try a different browser
  • Quit all browsers if they haven’t already been quit
  • Check out this DIRECTV Player link for more help.

 

This link will give you additional information to ensure you have what is required to watch DIRECTV on your computer.

 

-ATTDIRECTVCare


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Message 2 of 95
Scholar

Re: Stuck on "Install DIRECTV Player"

Have you tried going into the download's folder and then right clicking on the file and "run as administrator"?

Message 3 of 95
Teacher

Re: Stuck on "Install DIRECTV Player"

I have the same issue.  Streaming on desktop PC used to work with IE, Chrome and Firefox but now doesn't work on any of them, the site gets stuck on telling me I have to install the DirecTV.com player but I have installed, uninstalled, reinstalled a number of times as well as clearing cache and restarting browser, rebooting computer etc. with no result.

 

This happened with the most recent update, a couple or few weeks ago.

 

After lengthy talk with tech support they told me the problem was on DirecTV end with no estimated time of resolution.  I've seen some suggestions that the problem is the new update doesn't stream on 64bit browsers but it was working on my 64 bit browsers before the update some I'm not sure what the real issue is.

Message 4 of 95
Tutor

Re: Stuck on "Install DIRECTV Player"

Still not working.

 

I have tried:

   - Clearing Cache and Cookies

   - Chrome, IE, Firefox browsers

   - Quiting, Restarting browsers

   - Running installer as admin

   - Uninstalling and reinstalling multiple times

 

I can't figure out why it isn't working... Any further suggestions?

Message 5 of 95
Administrator

Re: Stuck on "Install DIRECTV Player"

Hello @Jamz145,

 

We’re sorry you are still experiencing issues with the DIRECTV Player.  The cause is most likely that you may be using a 64-bit web browser.

 

These are the operating system/browser requirements for streaming online:

  • Active DIRECTV service required.
  • You must subscribe to a package containing the streamable channel (On Demand).
  • Your account must be registered at DIRECTV.com.
  • Computer/device must have broadband or cellular Internet access.
  • Must currently be in United States, including Alaska and Hawaii.

 

Please review this link to ensure you are properly set up to stream.

 

NOTE:  After installing players, you must restart browser and log back into DIRECTV.com for updates to take effect.

You also may need to disable your anti-virus protection/other applications and have admin rights to install software.

 

If you are still experiencing problems after checking the links and your service, please chat with us here so we can further troubleshoot with you.  Thank you.

 

 

-ATTDIRECTVCare


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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.
Employee Contributor*
*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 95
Teacher

Re: Stuck on "Install DIRECTV Player"

If the issue is that DirecTV Player doesn't work with 64 bit browsers (it used to before this update), how are we supposed to solve it?  The major browsers (IE, Chrome and FireFox) don't even let you download or install 32 bit browsers anymore if you are using a 64 bit Windows.  The only way you can get 32 bit versions of theses browsers is old files from sketchy third party sites.

Message 7 of 95
Teacher

Re: Stuck on "Install DIRECTV Player"

This is what I was just told in DirecTV tech chat:


"Currently the Directv video player is experiencing a known issue with playing via computer/laptops, our engineering team and broadcast center is currently working to get resolved for all customers. We do ask that you stream from the Directv App via a Smart Phone or Tablet, as well as the TV network/channel web site. "
 
So it seems like if you're using a 64 bit Windows with 64 bit browsers (the major browsers don't seem to support 32 bit browsers for these OS anymore), it's a waste of time to do all the cache clearing and reinstalling of the DirecTV player etc. until they fix the issue.
Message 8 of 95
Contributor

Re: Stuck on "Install DIRECTV Player"

i also have problem streaming on my laptop.  anything that uses the DirecTV Player to run just keeps asking me to install the player.  it runs the cisco video guard but never runs the player install.  I found a direct link to the version 12 of the player msi file and installed it but still no help with streaming.  the file installed under "users me appdata local Directvplayer"  is this the correct location or what folder is it supposed to be installed into?

Message 9 of 95
Contributor

Re: Stuck on "Install DIRECTV Player"

Using Windows 7 professional and Chrome. I had no problem streaming  to my desktop two weeks ago. When attempting to stream to my computer today, I was asked to to install the player. It appeared to install. But any further attempts to stream, resulted in a message that there is a problem with the video player, please try again. 

Message 10 of 95
Tutor

Re: Stuck on "Install DIRECTV Player"

I have the same issue, and the ATT DirectTV canned responses above help no one.  What are we paying for if we cannot do what was advertised to us in the first place?

 

AC

Message 11 of 95
Contributor

Re: Stuck on "Install DIRECTV Player"

Its weird, I'm running windows 10 and downloaded the installer yesterday and watch the Homeland Pilot with no problems.  Today it won't let me.  Tried most eveything with no fix.  ughhhh

Message 12 of 95
Tutor

Re: Stuck on "Install DIRECTV Player"

seems to me that this is a very poor product, when it does work it spends 50% of the primetime hours buffering.  tonight not working at all.

Message 13 of 95
Contributor

Re: Stuck on "Install DIRECTV Player"

I am having the same problem. I previously was asked to download the direct tv player, which I did, and everything worked perfectly.  Now it is asking me to install it again, but this time nothing happens after I install it but it repeatedly ask me to do the same install over and over.

 

Please help......

Message 14 of 95
Contributor

Re: Stuck on "Install DIRECTV Player"

Had this issue and ran the directv website in compatibility mode in IE (Tools -> Compatibility Mode).  Also ran the application in 32-bit IE (created a shortcut from the Program Files(x86)\Internet Explorer\iexplore.exe).  

 

Try that and see if it works.

 

 

Message 15 of 95
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