4K Channels could not be authorized for this location

We'd like to have a broader overview of the error on 4K, @mvelascoe. Sending you a DM to further assist. John, DIRECTV Community

Was the 4K TV there when installed?

Plugged into the correct port on the TV (usually only one port is compatible)

TV supports HDMI 2.0, HDCP 2.2, and 60 FPS?

What is the make/model of the TV?

Logged into account and refreshed service authorizations?

Are you using a 'smart' power strip on TV or DirecTV box, or HDMI-CEC on the TV? (these can cause odd interactions with DirecTV)

What is the exact name of your programming package? (some grandfathered ones might not support 4K programming)

cec would turn tv on or off... so not cec..

he's seeing the error message, so not a resolution problem at the tv

smart power strip? -- see the first statement.

but channel 106 is not always authorized..

I usually check channel 104, watched the Coca Cola 600 on it, but now channel 104 is gone from the guide.... what the heck? 107 and 108 don't get the not subscribed error, channels 105 and 106 give the not subscribed error..

try channels 107 and 108 and report back

I've seen odd interactions with those other points. Removing them from the equation and parts are communicating correctly including recognizing what is authorized. Without further data into why that fixed what seems unrelated, I can only assume some weird handshake issue in the background was getting interferred with.

And I never said a resolution issue. But because of DirecTV's 4K requirements, if not all are met (such as HDCP), it could result in an error. And too many times, with many companies, those errors are not always as informative to the issue as they should be (so sometimes get a blanket error that is more of a catch all)

Was just covering all bases to be sure.

Anyways getting back to the troubleshooting itself...

@mvelascoe 

In addition to what has already been asked,

Did DirecTV (either requested by the tech or when you were on the phone with support) refresh authorizations or even did a "restart" of services? The refresh is what you can do online but they can do it as well, but the restart option is only on their end.

You say this is a new installation, but you were asking questions about your service back in 2024. Is this an equipment upgrade to your service, a Movers order, someone else's service, or did you cancel and recently returned? Just to understand more about what kind of install this was and how it might affect the account (since that affects what is authorized).

If this were with the regular Genie line, I would want support too confirm the Genie is set as the primary TV (not mirrored/additional) as that is what verifies the line items for what is authorized on the account (such as 4K programming). But the Genie-2 only works with Clients, which in theory cannot be set as Primary because they don't work by themselves. Unless DirecTV's account system has a weakness in design there. I know a while back their system was counting the Genie-2 towards the TV fees in error, so not impossible it may have line items that need to be checked manually.

I know that info is beyond the average user, so OP next time you speak with DirecTV just ask if your Genie-2 (HS17) is set as the Primary and has all the line items required for the service including 4K. Just in case it comes down to the install didn't auto add something they need to toggle on.

I have an LG 65UJ6200 4K, I had Dish and I was able to watch 4K channels.

i have a second Genie connected to a Samsung 4K, it has a smart hdmi strip, should i disconnect and do refresh again?

all of the 4K channels aren’t authorized, (105-108).

this is a new installation, i have one month.

i had DirecTV in 2024 same tvs and 4K worked fine.

Correction, I have two Gemini C71KW-400

Ok you canceled service and are a returning customer (shouldn't be a new account unless you were canceled over the 24 month mark).

Same TVs as before which 4K worked. Were those Geminis as well back then, or was it the 4K Mini Genie C61K (with either HR54 or HS17)?

Smart HDMI strip? Is that between the Gemini and TV? If so, then absolutely remove that and try again. HDCP is finicky with DirecTV and can cause errors.

Just because 4K worked with another provider doesn't guarantee it would with DirecTV. Their 4K compatibility requirements could be different. (just an FYI if 4K questions ever come up again)

It sounds like an authorization error on the account/equipment side, but in case it is getting a bad HDCP handshake and providing an innacurate error message, try with DirecTV being the only device connected to the TV. Power cycle the TV and check for any firmware/software updates for the TV itself.

If after all that, and a final refresh of services once you've put equipment in a basic/default setup, I would consider a BBB complaint. You've had 4K before on DirecTV with these same TVs (possibly same account that was reinstated), so something is not adding up. That would send it to the corporate level which would hopefully get a deep dive on the account to find whatever other agents may be missing (or needs internal IT to fix if not something simple being overlooked).

Keep us posted on how it goes.