My tv has a red X on the screen

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My tv has a red X on the screen

My tv has a red X on the screen. Help!

Message 1 of 28 (187,991 Views)
Employee

Re: My tv has a red X on the screen

[ Edited ]

For a more comprehensive list of error messages and other troubleshooting steps go to:


RESOLVING ERROR MESSAGES FOR U-VERSE TV

 

 

 

Troubleshooting Red X on screen:

 

A RED X on your TV screen caused by the U-verse receiver represents a boot failure, possible network issue, or hardware problem. It is recommended to check connections and attempt to power cycle the receiver by unplugging the power cord and plugging back in after 10 seconds.

 

If this is unsuccessful perform a disaster recovery by following the steps below. If this is a DVR, these steps will cause the receiver to lose all pre-existing data such as recordings, parental control settings, and aspect ratio settings.

 

Hold down the down arrow key and OK key, press the Power key to powercycle the receiver.

  • Wait until a gear appears on the screen before releasing the down and OK keys.
  • A gear appears on the screen with a status bar at the bottom.
    • If the Disaster Recovery screen does not appear, repeat the disaster recovery process.
    • If the Disaster Recovery screen appears, wait until completion

 

 

 

 

SadathCS

ATTU-verseCare

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 2 of 28 (187,136 Views)
Employee

Re: My tv has a red X on the screen

Hello mack_p,

 

I hope this information was helpful! I also recommend checking out our Troubleshoot & Resolve solutions to help you diagnose any future issues. Thank you for the opportunity to help you!

SadathCS
ATTU-verseCare

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
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 3 of 28 (175,199 Views)
Contributor

Re: My tv has a red X on the screen

I have gone through the hard reboot process and I get the gearand status bar on my screen but it never progresses the status bar at all. After 5-10 minutes iI just get the red x screen (no dots, just the x) I have tried using the ethernet cable directly from the wall as well as through my router and no go. What should I do now?
Message 4 of 28 (169,531 Views)
Employee

Re: My tv has a red X on the screen

Was this working before?
Red X with no dots is a connection problem. Possible problem(s) include
1) bad port on RG, try using different port.
2) bad house wiring
3) defective receiver port

Recommend placing receiver next to RG with a know good Ethernet cable and try again, if works can rule out port on RG, and receiver leaving a home wiring issue.
If wiring may try to resolve yourself or request a service call, billable $99 for in home wiring repair.

If normal connection is on coax, are other units on coax working? I
If this is only unit on coax, is the homehpna light on at RG when receiver connected? If not, factory reset the RG by depressing and holding the button on back of RG for at least 10 seconds. CAUTION this restore RG to default if have any custom setup will be lost.
Did you move the location of the unit?, new location may not be part of network.

Please post on findings, if narrow down to bad receiver will need to call or chat for replacement, either by direct ship or schedule tech appointment.
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 5 of 28 (169,520 Views)
Contributor

Re: My tv has a red X on the screen

It was working earlier today, we disconected and moved the system around then reconnected and double checked all connections and it still isnt working. My other two tv's work but this box will not. Wifi is also working so I know the house wiring works. Im gonna have a go with removing all wires and reconnecting tomorrow and if it doesnt work out ill have to calltech support iI suppose.

Thanks!
Message 6 of 28 (169,503 Views)
Highlighted
Employee

Re: My tv has a red X on the screen

Recommend moving the receiver to a known working location and try, swapping receivers.
If problem stays at location, wiring issue....if problem follows receiver bad STB.
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 7 of 28 (169,499 Views)
Contributor

Re: My tv has a red X on the screen

I also had a red X on the screen, first with a 10 under it then with an 8. I tried the resetting instructions and now the power button just flashes. Any help?

Message 8 of 28 (155,565 Views)
Community Support

Re: My tv has a red X on the screen

Hi @protege01 ,

 

I apologize about the issues you are having with your U-verse receiver, but I will be glad to help. If after power cycling and resetting the receiver and still having the red X, there may be an issue with the receiver, and it might need to be replaced. I can help with that and will be sending you a private message, so we can assist you further.

 

Thank you,

David T

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

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 9 of 28 (155,551 Views)
Contributor

Re: My tv has a red X on the screen

I am having the same issue although mine is a Red X and the #11.

I've done the DR and the X is still there.   Do I need to swap out receivers? This receiver is the main receiver that is connected to ethernet. We have no other wifi issues and our other receiver is working perfectly. 

 

I appreciate the help.

Message 10 of 28 (145,869 Views)
Community Support

Re: My tv has a red X on the screen

Hi @mrlucas ,

 

I apologize about the issues you are having with your DVR. It sounds like it may need to be replaced, because it is still having the same problem after a disaster recovery. We can definitely help with that, and I will be sending you a private message to help out.

 

-David T

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

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 11 of 28 (145,838 Views)
Contributor

Re: My tv has a red X on the screen

Thanks for the quick response and help.

Message 12 of 28 (145,834 Views)
Community Support

Re: My tv has a red X on the screen

You're Welcome. I have sent a private message to you. When replying back to it, make sure you reply back in the forum and not through your E-mail client.

 

I look forward to hearing from you.

 

-David T

 


Need more help? Feel free to search the AT&T Community for great answers. You can also get immediate troubleshooting steps from the myAT&T app. Simply login, scroll and click Fix it Now! Support Tools. You can also reach out to our Chat Support 24/7.

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 13 of 28 (145,830 Views)
Contributor

Re: My tv has a red X on the screen

I am also seeing this issue as of today, and have attempted the steps mentioned above multiple times.

 

I assume my box would need to be replaced? 

Message 14 of 28 (145,617 Views)
ACE - Expert

Re: My tv has a red X on the screen

@sok_922 Contact ATT Uverse Care here:
https://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/2365485

Send them a private message, on this link, and they should be able to give the help needed to solve your Uverse service problems. They are available M-F 8am-11pm Eastern time, response may take up to 2 business days.

This is not the regular CS/TS people, but the social media Community Specialists that know the people to contact to get things done. I personally know as they've helped me on a DVR swap.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply. Good luck Smiley Wink

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
or ATT Customer Care (all other problems)

Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 15 of 28 (145,611 Views)
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