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K

5 Messages

Monday, December 9th, 2024 12:37 AM

Screen goes black on iPad while using Directv app. Audio sometimes keeps playing...sometimes not.

Have an intermittent problem while using the Directv App with an iPad Pro 12.9" 6th Generation running iPadOS 18.1.1  while streaming MSNBC for instance the screen will go black at times while the audio continues and then at times the screen will go black and the audio will stop. Any thoughts would be appreciated as to why this is happening. We think it might have something to do with the Software Update on the iPad.

Community Support

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255K Messages

4 months ago

Hi there. We're sorry for any trouble while using the DIRECTV app. Are you experiencing the same issues with your other devices? Please try uninstalling and reinstalling the app on your iPad to see if there are any changes. Joan, DIRECTV Community Specialist

5 Messages

4 months ago

Hi Joan, No it does not appear to be a problem when watching through regular TV. I had deleted and re downloaded the App twice prior to posting about my issue.....It does not happen when using the App on an iPhone. 

Community Support

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255K Messages

4 months ago

Thanks for sharing that information, and I appreciate you uninstalling and reinstalling the app. May I know if this issue happens with MSNBC only, or are other channels also affected?

 

Carryl, DIRECTV Community Specialist

5 Messages

2 months ago

No it happens on other channels as well....CNN 

3 Messages

15 days ago

Any resolution to this? I’m experiencing the same issue. 

5 Messages

11 days ago

No it still has not been resolved and it is definitely a Directv app problem. I believe it has something to do with the caching of the video and the breaks that are formed when they go to commercials. We have found if we tap on the Play icon twice once the feed has frozen, it plays all the video in fast forward mode until it catches up to the audio. It's really annoying and I wish Directv would fix it.

3 Messages

11 days ago

That’s good to know about clicking twice. I’ve just been dragging the location until I get it caught up but sometimes that crashes the app. 

Community Support

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255K Messages

10 days ago

We're sorry you're still experiencing the issue, @krisdenton. We have a specialist ready to help you with your DIRECTV app. Sending you a DM now. John, DIRECTV Community Team

2 Messages

2 days ago

I have been experiencing this problem for over a month on my iPad and Mac desktop browser.  I have called multiple times and all they tell me is that its being investigated and since the app is a perk and not a service we pay extra for that there isn't a priority to resolve it.

5 Messages

2 days ago

Sorry to hear you're having the problem as well.


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