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phfloyd's profile

New Member

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2 Messages

Thursday, March 10th, 2022 2:31 AM

U-verse TV

U-verse TV keeps freezing in the evening…..started this week. Works fine during the day. 

Accepted Solution

Official Solution

Community Support

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232.9K Messages

2 years ago

Let's get that receiver unfrozen, phfloyd!

 

Rebooting the receivers can help with resolving most common service problems, like freezing picture on the TV screen. Here are a couple of ways to reboot:

  • Press and hold the power button(located on the left side of the receiver) for 10 seconds.

  • Unplugging the power cord from the wall outlet for 10 seconds is another option.

 Another thing you can do is perform a non-disaster recovery on the receiver. Here is how you do that:

  1. Unplug the receiver or DVR power cord from the wall or back of the box.

  2. Wait 10 seconds.

  3. Plug in the receiver and DVR.

  4. When three white dots appear on the screen, unplug the receiver/DVR again.

  5. Repeat this process two more times.

  6. 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.

Lastly, you can perform a Disaster Recovery on the receiver. Please read over the warning before you perform this action. WARNING!: Disaster Recovery steps will cause your DVR to lose all pre-existing data such as: Recordings, Parental control settings, and aspect ratio settings.  Here are the steps to follow:

  1. Hold down the Down arrow key + OK key +Power key outlined in red at the same time to power down the DVR.

  2. Continue pressing these keys until a gear appears on the screen and release the Down arrow + OK keys.

  3. If the gear on the TV screen appears, wait until completion.

  4. If the gear on the TV screen does not appear, repeat the disaster recovery process. 

You can find a diagram that can be used for guidance, in the aforementioned article, above. 

 

Please try these things, and let us know if they work for you. 

 

Thank you for using the AT&T Community Forums. 

 

Matthew, AT&T Community Specialist

ACE - Professor

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5.7K Messages

2 years ago

Hello @phfloyd , probably best to call into support when it happens and request the person perform a line quality test to ensure service to the gateway is satisfactory.  

New Member

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3 Messages

2 years ago

On my gateway, the Broadband light is blinking green then blinking red, then blinking green etc.

ACE - Expert

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36K Messages

2 years ago

@justlooking52 that would indicate a failure to communicate with the AT&T equipment on the other end of your service line.  It could be an issue with the line, the AT&T equipment at the other end, or your Gateway.  If you have the Smart Home Manager or myAT&T apps on your phone, use them to troubleshoot your issue over your cell phone data connection.  Or you can call 800-288-2020.

Community Support

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232.9K Messages

2 years ago

We're happy to help with your internet, @justlooking52.

 

We recommend rebooting your gateway to reset your network connection connection. We also have useful information to learn what each gateway light means and how to use them to troubleshoot network problems.

 

Let us know if this helps or if you still need further assistance. 

 

Elmi, AT&T Community Specialist. 

New Member

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2 Messages

2 years ago

Rebooting the receiver helped!  Thanks!

Community Support

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232.9K Messages

2 years ago

Thank you for informing us you were able to get it resolved, @phfloyd!

 

Don't hesitate to reach back out if you ever need our assistance again. 

 

Thank you for choosing the AT&T Community Forums!

 

CalebP, AT&T Community Specialist 

Contributor

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5 Messages

2 years ago

I have the same problem for 2 1/2 months, 2 new dvr’s 3 modems ( 1 is a wireless modem ) a new fiber box inside and something new outside and new cables between them and 6 technicians and I am still having the same issues and everyone says there is nothing else that can be done. So this is the LAST CHANCE that someone here has an idea before I move on to directTV stream or XFINITY stream or something else 

ACE - Expert

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36K Messages

2 years ago

In order to try to diagnose this, @markle1951 , when you have these issues:

1) Do they happen on all of your receivers?

2) Do they happen to all of your receivers at the same time?

3) Do they affect (a) recordings, (b) live TV or (c) both?

4) Any other details you might be able to provide to clarify "same problem?"

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