Mentor
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14 Messages
brief freeze when changing channels--recent development
I have had Uverse for ~10 years. It has always changed channels promptly until the last few days.Now when I change to any new channel, I get a frozen image for ~2 sec, and normal video after that. Everything else works normally. (It feels like the response when changing to a channel that is currently being recorded, but now every channel is like that.)
Is this something I can fix? I have unplugged the STB and let it sit for a while, and I have also restarted the router. Maybe the problem is with Uverse's servers?
Many thanks for any help. Even if I have to call in, I would appreciate knowing what the problem could be, because the agents probably won't know. (I seem to recall something about Uverse using a quick video stream followed by the regular stream---I am undoubtedly not using the right technical terms.)
Accepted Solution
Official Solution
DIRECTVhelp
Community Support
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254.4K Messages
3 years ago
Let's get your UVerse-TV service responsive again, @Chuckles_2.
If you're noticing that channels are freezing the moment you switch over to them, something you may want to try is fully troubleshooting your receiver, as doing so may improve the overall responsiveness of your device. Here are a few troubleshooting steps you can follow:
To avoid losing your saved programs, perform the Non-Disaster Recovery for DVR/Receivers:
Unplug the receiver or DVR power cord from the wall or back of the box.
Wait 10 seconds.
Plug in the receiver and DVR.
When three white dots appear on the screen, unplug the receiver/DVR again.
Repeat this process two more times.
Plug the receiver/DVR back in on the third time and leave in. Three white dots appear followed by a gear with a status bar at the bottom of the screen. If the Recovery screen does not appear, repeat the steps above.
Let us know if the information helps!
Jarod, AT&T Community Specialist
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baseballisback
ACE - Professor
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8.1K Messages
3 years ago
Is it just one TV or many? If it's just one, can you take that receiver to another TV to see if the issue persists? If it does, it's the receiver.
Also try the obvious: Are all connections tight? If an animal (such as a cat or dog) can get behind the TV, things can happen.
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Chuckles_2
Mentor
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14 Messages
3 years ago
Yes, the non-disaster recovery process worked perfectly. Many thanks, Jarod!
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skeeterintexas
ACE - Expert
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28.3K Messages
3 years ago
When in doubt, REBOOT!
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DIRECTVhelp
Community Support
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254.4K Messages
3 years ago
Thanks for getting back to us, Chuckles_2. We do appreciate it.
We are so glad that you were able to get your TV to respond normally. If you should need us again, feel free to reach back out.
Thank you for using the AT&T Community Forums and for being the best part of AT&T.
Matthew, AT&T Community Specialist
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