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Roku Troubleshooting on DIRECTV NOW

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Roku Troubleshooting on DIRECTV NOW

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How do I install the DIRECTV NOW application?

  1. Press Home on your remote.
  2. Scroll down and select Streaming Channels.
  3. Enter DIRECTV NOW in the search box, or scroll through the channels to DIRECTV NOW. 
  4. Select Buy to install DIRECTV NOW. If prompted, enter your Roku PIN.

Troubleshoot streaming issues on Roku players


Are you having trouble streaming DIRECTV NOW with your Roku® player or app? Try the following options to resolve video streaming, sound, or playback issues.

 

Improve streaming on Roku players

  • Hard wire your Roku to your router if possible.
  • Check your Wi-Fi or Internet connection and test your signal strength by going to Home > SettingsNetwork > Check Connection. Make sure signal strength is excellent
  • Check for updates on your Roku device. Go to Settings > System > System Update.
  • Restart your Roku device by going to Settings > System > System restart.
    • If you are unable to navigate in the menu you can restart your Roku by using your remote:
      • On the Roku remote, press the Home button five times, press the Up Arrow once, press the Rewind button twice, press the Fast Forward button two times. The Roku should restart after a few seconds.
    • If still not able to restart your Roku, do it manually by unplugging your Roku device from your TV or monitor for one minute and then plugging it back in.
  • Uninstall the DIRECTV NOW app, reboot your device, reinstall the DIRECTV NOW app. It is very important to reboot your device in-between to clear out any settings that may have been saved.
    • To uninstall, go to My Channels on your Roku. Navigate to the DIRECTV Now Channel, select Options (Also accessible with the * symbol on your remote) and then choose Remove channel.

Video issues on Roku players


If DIRECTV NOW launches on your Roku player but has pixelated or no video, plays video out of sync with audio, or has other video issues, try these options:

  • Go through the options of Improving streaming on Roku players above.
  • Make sure that your Roku player isn’t in standby or screensaver mode by pressing any button on the Roku remote control. If the player responds, it’s working normally.
  • Check that the video cable is firmly connected both to your Roku player and to the HDMI or composite connector on the TV. Try disconnecting and reconnecting all Roku cables, including the power cable.
  • If you are using a Roku Streaming Stick, make sure the Stick is snugly connected to your TV’s HDMI port.
  • Make sure that you have selected the TV video input (or source) that the Roku player connector is connected to or try a different input.

Sound issues on Roku players


If DIRECTV NOW launches on your Roku player, but doesn't play any sound, plays sound out of sync with video, or has other sound problems, try these options to play sound correctly:
Check the volume level and mute settings on your TV and (if applicable) A/V receiver.

  • If you are using a sound system or sound bar, try directly connecting to your TV to isolate the issue.
  • Try changing the cable or changing the A/V cables, one at a time. Composite cables are usually red and white.
  • Make sure that any composite cable sound connectors are snugly attached to both the Roku player and the TV (and A/V receiver, if applicable). 
  • Connect the Roku player to a different input to see if you can now hear sound.
  • Check or change your audio settings at Home Settings Audio.
    • Set HDMI and S/DIF to Dolby/D to see if you get sound.
    • Set HDMI to PCM-Stereo to see if you get sound.

Additional Support Tools

 

David, 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.
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‎06-27-2019 9:34 AM

Re: Roku Troubleshooting on DIRECTV NOW

Get some helpful tips in troubleshooting DIRECTV NOW on your Roku above.

 

David, 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.
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Re: Roku Troubleshooting on DIRECTV NOW

None of this helps when the issue is with DTVN app update screw-ups that break previously working functionality; or when Tech service is appraised and takes months to fix what they just broke.

 

Case in point is the issue with Favorite Guide that stated with the June 4th DTVN app update. A new app update was just made available on June 26th - but it does nothing to fix the Favorites guide issue.

 

However Tech service is under the belief that the new update fixed it. Duh!

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