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aviva1385's profile
aviva1385

2 Messages

Tuesday, June 13th, 2023 1:10 AM

Frozen, Pixelated Black Screen

Our TV continues to give us a black screen, pixelated screen or freezes for 2-3 seconds, whether live or recorded

Question

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Updated 

1 year ago

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Accepted Solution

Official Solution

DIRECTVhelp

Community Support

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254.4K Messages

1 year ago

Let's help put a stop to those TV interruptions, @aviva1385!

 

We've got a great article that covers troubleshooting picture problems for U-verse TV. 

 

Here are a couple of our first suggestions:

TS&R on TV

Try our Troubleshoot & Resolve on your TV from the comfort of your recliner. Using your U-verse TV remote control:
  1. Press Menu.
  2. Scroll down to Help then press OK.
  3. Select Information > Troubleshoot & Resolve > TV > Picture.
  4. Select the Picture issue.
  5. Follow the onscreen prompts.
Restart the receiver
Many TV issues can be fixed by simply restarting your receiver:
  1. Hold down the Power button for 10 seconds.
  2. Press it again to restart the receiver. This will take 5-8 minutes and will affect any DVR recordings in progress. Your Broadband and Service lights should be green.

Let us know if this helps. If not, we may need to try troubleshooting your Internet before moving this conversation to a more private space. 

 

Lacey, AT&T Community Specialist 

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shlow

New Member

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4 Messages

1 year ago

Thanks, I think that this helped

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DIRECTVhelp

Community Support

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254.4K Messages

1 year ago

Hi there, @shlow! We're happy to hear that our steps were helpful.

 

Is there anything else that we can assist you with today? If so, let us know. We'll dive right in.

 

Lacey, AT&T Community Specialist 

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shlow

New Member

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4 Messages

1 year ago

The problem of the pixalated, black screen, has returned.  We have rebooted network and rebooted receiver several times, but it continues to happen.  It seems like for the first 2 hours of TV watching it is fine, but then it starts again with pixalation, then on & off black screen & then solid black screen.  Sound is not the problem.  Can you help?

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DIRECTVhelp

Community Support

 • 

254.4K Messages

1 year ago

Use the Troubleshoot & Resolve Tool to run diagnostics on your service and pinpoint the cause of the black screen and pixelation, shlow.

  1. Press Menu on the U-verse Remote Control.   
  2. Scroll down to Help, then press OK.   
  3. Select Information.
  4. Scroll to Troubleshoot & Resolve, then press OK.   
  5. Select the service you want to troubleshoot and allow the interactive diagnostic test to run and complete.   
  6. Follow the onscreen instructions to resolve. Other options may include dispatching a technician or speaking to a Customer Care agent.

If you need further assistance or have any other questions, let us know.

 

Aminah, AT&T Community Specialist

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Wesleyis1gs

1 Message

1 year ago

Same problem. Have tried all these suggestions, nothing has helped.

I have wired receivers and all but one of my five tvs work fine.

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aviva1385

2 Messages

1 year ago

Yes, we think that it is an overheating problem as it only starts to happen on our TV after watching for several hours.  So is it the AT & T receiver that overheats OR where?  How do you fix this?

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