Picture Freezes Momentarily and Often

Hi @pw1981,

Thanks you for reaching out to us! We want you to have a wonderful watch experience. to get started, please view this article on How to Fix Pixelation and Freezing picture issues.

Most frozen screen or pixelization issues can be resolved with the steps included on our Frozen Screen support thread.  In addition, you can also go to https://soc.att.com/2WVrdu4 to ensure your box has the most up to date software available.

Please let us know if continues.

Thank you for being an AT&T customer.

Lafayette, AT&T Community Specialist

@ATTCares

Thank you for the reply. I think I actually addressed most of your suggestions in my original post and/or the links you provided do not apply to my problem.

The link that you provided for fixing pixilation and frozen picture is irrelevant. I have a Genie 2, as I said, and therefore do not have a separate SWM power inverter that would need checking. I am not experiencing an error code of any kind nor any pixilation and the situation does not require me to do anything. By the time I could take any of the steps in the link to address the frozen picture, it self-resolves. Honestly, I don't think I could even stand up that quick. The Frozen screen support thread is similarly unhelpful to my particular problem. 

The link for checking my software version only beings me to my account management login portal... where do I go once I log in? 

This is happening on all 3 Genie Wireless Mini's linked to my Genie 2. I am really hoping to find a solution. 

Thanks

Hello @pw1981,

Thanks for providing that additional info. Have you verified that all connections hooked up to your wireless genie's are secure? Please unplug and replug all the connections hooked up to your DVR and your Wireless Genies.
Also, is this issue specific to one T.V. or across all T.V.'s in your house?

You mentioned live TV, does this also include regular broadcasting channels as well?
Please let us know.

Mihai AT&T Community Specialist

@ATTCares

The issue occurs on all 3 televisions in the house connected wirelessly to the Genie 2. All connections are secure. All equipment has been power cycled numerous times. It happens across all channels on any programming that is being played 'live' from the feed; local, network, or movies. If I rewind the feed and play from the DVR or I play DVR'd content, the issue does not occur. The freezing and audio drop out is rarely longer than half a second, but it's noticeable and very distracting. Sometimes it happens often, other times it will be 20-30 minutes between occurrences. Given that the DVR records clear and disruption free and the fact that my picture quality is excellent, I do not believe this is a signal issue. 

Thanks!

@ATTCares 

Seems like I may not be alone here. Yet no one from AT&T ever addressed this thread: https://forums.att.com/t5/DIRECTV-DVR-Receivers/Genie-2-frequently-freezes-for-a-few-seconds-or-loses-audio/td-p/5667454 

Hello @pw1981,

Thanks for provding that additional information. Please try to Refresh your DirecTV equipment by following the link.
Some users have indicated this as a fix to the issue.
Let us know if this helps solves your issue.

Mihai AT&T Community Specialist

@ATTCares I have refreshed my equipment. The issue persists. All channels. All receivers. Its intermittent, but happens often enough to be a distraction. Right now, it's only doing it every 20 minutes or so. The other day, it was doing it every couple of minutes. As I said, it only does it on live TV. If I pause the tv feed for a couple minutes and then watch the show on a delay of a minute or two, the problem doesn't happen. The recorded programs don't seem to have the problem upon playback. It really seems like some sort of software issue with the Genie 2 wireless system when watching live feed. Based on that other thread I posted, I definitely don't seem to be alone in this issue. 

@ATTCares  Where did you go? Did you give up trying to help? The problem continues...

Dear @ATTCares

I guess you no longer want to help. I have tried everything you said and I have tried everything suggested by others in the various topics on this issue. When will you acknowledge this issue? Software update? Your silence is quite telling. 

Did AT&T ever provide a solution to this freezing issue?  I have been experiencing the problem for a month now

AT&T no longer owns DTV.