New Member
Floating DirecTV Logo
Intermittently through out the day/night the screensaver (black screen w/ floating logo) will unexpectedly come on. When i press the select button for that specific client/box it will disappear. BUT most of the time, after pressing the select button, the floating logo will disappear and show up on another client/TV. The same thing will happen until I’ve pressed the select button on all 7 TV’s/clients. Below is a list of our equipment and the steps I’ve taken as well as AT&T/DirecTV has taken to try to rectify this issue. Also, this issue started on day 1 of installation and has yet to be resolved - today is day 35..
Equipment:
- Genie 2 Tower
- 7 x wireless receivers/clients
- We do not use the DVR function
- None of the receivers/clients are hooked up with a ethernet cable
- Not sure of Dish model but ONE cable connects our dish to Genie 2 tower (one of the tech support reps asked how many cables connect the dish to the genie 2 tower)
Steps taken to resolve:
- screen saver/power saving mode setting turned off on all receivers, issue continues
- Genie 2 tower reset, issue continues
- All receivers reset, screen saver/power saving mode turned off, issue continues
- Call in for support, reset equipment, issue continues
- I contact the tech who installed my equipment (he gave his # in case I had issues), issue continues
- I contact customer support, they tell me no known bug exists, Reset equipment, issue continues
- I contact the tech who installed my equipment, he swaps out my Genie 2 tower, issue stops for 36 hours BUT then it happens, issue continues
- Tech contacts his manager, sends out a commercial tech (don’t know why), he resets boxes and remotes, BUT issue continues.
- I call tech support, they submit a ticket, I did mention that the only thing that hasn’t been tried is to swap out all 7 receivers, support said thats not the issue
It has now been almost 3 weeks since my equipment has been installed and the issue not only continues BUT the frequency of the issue has increased. 4-5 days go by. Haven’t heard anything.
- I call tech support again, support escalates issue to engineering.
- 3-4 more days go by, I call tech support for an update. No information available BUT I again mention that the only thing that hasn’t been tried is to swap out all 7 receivers, support said, they should have tried that. I’m put on hold (10 minutes) and then transferred to another rep.
Hours on the phone wasted. Issue yet to be resolved.
DIRECTVhelp
Community Support
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254.4K Messages
3 years ago
Good afternoon @freeflyer76, We are delighted to help you with your screen
saver issue, so we can get you back to comfortably enjoying your services.
Before we can continue lets try some basic trouble shooting steps that I have
provided below.
To return to programming and clear the screen saver:
Press any key (except Power) on the remote or receiver.
Ex's: Channel up or down, tune to a channel, press Exit.
If there are any OSDs, troubleshoot for the specific OSD.
If a DVR is set to Single Tuner Mode and:
While the TV is off, the DVR is idle (not recording anything) or parked on the same channel for more than 2 hours.
The screen saver may display immediately when turning the TV on again.
Unfortunately the DirectTV logo screen saver cannot be totally disabled,even with the Dash key (-).
If there is a paused video, OSD or menu on the screen for 5 minutes or more, the screen saver appears.
It's similar to a screen saver on a computer. Its a feature from DirectTV that may help prevent screen burn on your TV.
Let us know if you have any other concerns.
KatherineC, AT&T Community Specialist.
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shannon02
ACE - Expert
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20.6K Messages
3 years ago
AFAIK you can't set a HS17 Genie2 to single tuner as there are 7 of them.
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freeflyer76
New Member
3 years ago
I’m curious if this issue only happens with the Genie 2, wireless bridge, and other non-wired related products? I ask this b/c we use to have commercial (directv) service (for a gym/health club) everything was hard-wired, and this screensaver issue never happened.
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DIRECTVhelp
Community Support
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254.4K Messages
3 years ago
Its available to DIRECTTV subscribers with high speed internet connected
HR44/54 and higher Genie boxes and clients. It requires broadband connected STB for access.
Let us know if you have any other concerns.
KatherineC, AT&T Community Specialist.
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shannon02
ACE - Expert
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20.6K Messages
3 years ago
Why is there a need for a screensaver if the TV is on a live program?
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Mail4pugs
New Member
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11 Messages
2 years ago
It sounds like this "new feature" has been around awhile. Is there any way to turn it off or get around it? Its not a screen saver because it happens sometimes even when the TV has been turned off. I know because when I turn the TV on there is the logo even if for a second. Makes it hard to use outside recorder like an old VCR or DVR. Or is that the idea in having this feature? thanks.
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