Troubleshoot DIRECTV sound and picture issues | DIRECTV Customer Service & Support

Restore audio and fix sound synchronization

One channel is experiencing sound issues

If only one channel is missing sound or there is sound distortion, it may resolve on its own in a few minutes. Sometimes, Secondary Audio Programming (SAP) creates sound problems. If you're listening to SAP Dolby Audio, try switching back to the primary language:

1. Press INFO on your remote control.
2. Press the right arrow to highlight Audio/Video on the info bar.
3. Select English Dolby Audio^TM. (May vary depending on receiver type).

All channels are experiencing sound issues

The cause of the sound issues may be the remote control or audio/visual cables.

Check the remote control
Press volume up on the remote control. If the volume doesn't respond, you may need to program the remote control. Learn how to program your remote control.

Check the audio/video cables
Are you running cables from the receiver to your TV through another device, like a stereo or sound system? If so, follow these steps:

1. Check that the device connected to the TV and the receiver are powered on.
2. On your remote control, press TV INPUT to cycle through inputs, such as HDMI and HDMI3. If nothing happens, try programming your remote control.
3. If the problem persists, try connecting the receiver to the TV.
4. If the sound returns, the problem is with the device connected to the TV and receiver. Refer to the device manual for instructions on how to change audio inputs and settings.

If you're not running cables from the receiver to the TV through another device, the issue could be the cable. Try tightening the cable connection or using a different cable.
 

Problems with sound synchronization

Try these tips to resolve the issue:

• Change the channel. Changing channels helps to match up the audio sound and video.
• Rewind the program you're watching. If you have a DVR, go back a few seconds, then fast-forward to return to the live broadcast.
• Using surround sound? Try using the TV speakers only to test if the surround sound system is causing the issue. Refer to the manufacturer’s manual for additional troubleshooting help.

 

Fix Picture Issue

Learn how to restart your receiver to fix issues like pixilation, or bad picture.

DETAILED STEPS
 

Restart your receiver

Reset your receiver(s) by pressing the red reset button or unplugging it from the power source.

1. Locate the reset button - located on the side of the receiver or inside the access card door. 

2. Press the red button, then wait for your receiver to reboot.

  Heads up: When resetting a Genie Mini receiver, you should also restart the main Genie receiver.

Unplug your receiver

1. Unplug your receiver's power cord from the electrical outlet, wait 15 seconds, and plug it back in. 

2. Press the Power button on the front panel of your receiver. Wait for your receiver to reboot.

Restore your receiver to factory settings

Customized preferences, playlists, and favorites are lost with this method.

1. Press and hold the blue DIRECTV power button on the front of your receiver.
2. Release after 20 seconds.

Refreshing and reauthorizing your service is recommended during troubleshooting and fixes many issues. Learn more about refreshing your service.

Contact us if you’re still experiencing issues.
 

 

Gemini (DIRECTV) device

Get help with picture or sound issues on your Gemini (DIRECTV) device.

DETAILED STEPS

Try these options as a first step to fix many picture, sound, or signal issues.

• Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.
• Make sure you're connected to your home Wi-Fi network. If you have a solid green light on the front of your device, you're connected. If it's red and blinking, it's not.
• Check your internet or Wi-Fi® connection and test your signal strength using your remote: Press the Home button, then Settings > Help > Troubleshooting > Run Network Diagnostics.
• Try using an Ethernet cable to connect to your Gemini (DIRECTV) device instead of Wi-Fi.
• Check for Gemini (DIRECTV) device software updates.
• Restart your home network.

Good to know: For the best experience, your internet speed should be at least 24Mbps. Learn more about recommended speeds for DIRECTV.
 

Picture issues or no signal

Having pixelated or no picture, video that’s out of sync with audio, or other video playback issues? Try this:

• Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.
• Make sure that your TV isn’t in standby or screensaver mode. Press the Home button on your Gemini (DIRECTV) remote.
• Check the video input cable to make sure it’s firmly connected to your device and to the HDMI or composite connector on your TV. If so, try changing the HDMI cable to a different port.
• Swap out the HDMI cable with 2.0 or higher - use the provided HDMI cable. You can also remove any HDMI switches, so HDMI connects DIRECTV to the TV directly.
• Be sure to check the input (or source) that your device is connected to. Or try a different input.

Sound or volume issues

If DIRECTV doesn’t play any sound, plays sound out of sync with the video, or has other sound problems, try these options:

• Check the volume level and mute settings on your TV and any audio-visual (A/V) receivers you may have.
• Check audio settings on your device using your remote: Press the Home button, then Settings > System > Remote & Devices > Program Your Remote > Advanced Remote Program > Switch Volume Control.
• Make sure that your optical audio cable or HDMI cable is snugly attached to your device, the TV, and any A/V receivers.
• Connect your device to a different input to see if you can hear sound.

To enable surround sound, check audio settings on your device. Press the Home button on your remote, then Settings > System > Audio > Audio Output. The output options are Stereo only or Surround Sound.

If you're still having issues, please contact us.
 

 

Gemini

Fix Gemini device issues

Get help with picture or sound issues on your Gemini (DIRECTV) device.

INSTRUCTIONS & INFO

General tips

Try these options as a first step to fix many picture, sound or signal issues.

• Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.
• Make sure you're connected to your home Wi-Fi network. If you have a solid green light on the front of your device, you're connected. If it's red and blinking, it's not.
• Check your internet or Wi-Fi® connection and test your signal strength using your remote: Press the Home button, then Settings > Help > Troubleshooting > Run Network Diagnostics.
• Try using an Ethernet cable to connect to your Gemini (DIRECTV) device instead of Wi-Fi.
• Check for Gemini (DIRECTV) device software updates.
• Restart your home network.

Good to know: For the best experience, your internet speed should be at least 24Mbps. Learn more about recommended speeds for DIRECTV STREAM.
 

Picture issues or no signal

Having pixelated or no picture, video that’s out of sync with audio, or other video playback issues? Try this:

• Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.
• Make sure that your TV isn’t in standby or screensaver mode. Press the Home button on your Gemini (DIRECTV) remote.
• Check the video input cable to make sure it’s firmly connected to your device and to the HDMI or composite connector on your TV. If so, try changing the HDMI cable to a different port.
• Swap out the HDMI cable with 2.0 or higher - use the provided HDMI cable. You can also remove any HDMI switches so HDMI connects DIRECTV STREAM to the TV directly.
• Be sure to check the input (or source) that your device is connected to. Or, try a different input.

Sound or volume issues

If DIRECTV STREAM doesn’t play any sound, plays sound out of sync with the video, or has other sound problems, try these options:

• Check the volume level and mute settings on your TV and any audio-visual (A/V) receivers you may have.
• Check audio settings on your device using your remote: Press the Home button, then Settings > System > Remote & Devices > Program Your Remote > Advanced Remote Program > Switch Volume Control.
• Make sure that your optical audio cable or HDMI cable is snugly attached to your device, the TV, and any A/V receivers.
• Connect your device to a different input to see if you can hear sound.

To enable surround sound, check audio settings on your device. Press the Home button on your remote, then Settings > System > Audio > Audio Output. The output options are Stereo only or Surround Sound.

If you're still having issues, please contact us .
 

 

Gemini Air

Fix Gemini Air issues

Get help with picture or sound issues on your Gemini Air device.

• Confirm your Gemini Air power supply unit is securely connected.
  • If needed, unplug your device for at least 30 seconds and then plug it back in.
• To restart your Gemini Air device:
  • Press and release button on back of device OR
  • Using the remote, press Home > Settings > System > Restart/Reset > Factory Restart.
• To reset factory settings:
  • Press and hold button on back of device for 15 seconds OR
  • Using the remote, press Home > Settings > System > Restart/Reset > Factory Reset.
• To turn off power:
  • Press the Off-button OR
  • Unplug the power supply.

 

Check your internet connection

1. Press Home on your Gemini remote.
2. Choose Settings, then Help.
3. Select Troubleshooting, then Run Network Diagnostics.

 

 

Roku

Troubleshoot DIRECTV app streaming, video, and sound problems on your Roku player.

DETAILED STEPS

General tips

Roku players 

• Make sure you’re connected to your home Wi-Fi network.
• Make sure you have the suggested internet speeds for DIRECTV.
• Delete the DIRECTV app from your player and download it again.
• Confirm your Roku remote control batteries still work.
• Check for Roku device updates.
• Unplug your Roku device from your TV or monitor for 1 minute.
• Restart your Roku device.

Important: When you set up your Gemini (DIRECTV) device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the DIRECTV app on your Roku will also be limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your Gemini (DIRECTV) device.

Roku mobile app

• Make sure your mobile device is fully charged and connected to the internet.
• Check your app store for updates to your DIRECTV and Roku apps.
• Delete the DIRECTV app from your mobile device and download it again.
• Check for software updates for your mobile device.
• Restart your mobile device.

Video playback

Having pixelated or no video, video that’s out of sync with audio, or other video issues on your Roku? Try these options:

• Turn your TV off and back on.
• Make sure your Roku player or TV isn’t in standby or screensaver mode by pressing any button on the Roku remote control. If the player responds, it’s working normally.
• Check the video input cable to make sure it’s firmly connected to your Roku player and to the HDMI or composite connector on the TV.
• Try disconnecting and reconnecting all Roku cables, including the power cable.
• Make sure your Roku Streaming Stick is snugly connected to your TV’s HDMI port, if applicable.
• Be sure you selected the correct TV video input (or source) that your Roku player connector is connected to. Or try a different input.

Sound issues on Roku players

If the DIRECTV app launches on your Roku player, but doesn't play any sound, plays sound that’s out of sync with video, or has other sound problems, try these options:

• Check the volume level and mute settings on your TV and any audiovisual (A/V) receivers you may have.
• Try changing the cable or changing the A/V cables, one at a time. Composite cables are usually red and white.
• Make sure that any composite cable sound connectors are snugly attached to both the Roku player, the TV, and any A/V receiver.
• Connect your Roku player to a different input to see if you can hear sound.
• Check or change your Roku audio settings by selecting Home, then Settings, and finally Audio.
• Set HDMI and S/DIF to Dolby/D.
• Set HDMI to PCM-Stereo.

For more help with Roku issues, visit Roku support.
 

 

Apple TV

Troubleshoot DIRECTV app crashes, sound, and video issues on your Apple TV.

INSTRUCTIONS & INFO

Try these options first to fix many picture and sound issues with the DIRECTV app:

• Check the HDMI connection between your Apple TV and television.
• Close and restart the DIRECTV app.
• Turn off your Apple TV for at least 30 seconds and turn it back on.
• Restart your home network
• Make sure you’re connected to your home network. From the Apple TV home menu, select Settings and then Network.
• Check for DIRECTV app updates. Apple TV should automatically update the DIRECTV app. If you turned off automatic updates, you could get updates from the App Store®.
• Make sure those are up to date.
  • Go to Settings then System and select Software updates. Confirm you have the most current software. If it isn’t, update your software and restart the DIRECTV app.
• Uninstall and reinstall the DIRECTV app. Once you remove the app, download it again from the App store.

Want more tips? Learn how to improve DIRECTV streaming and fix connection errors.

Important: When you set up your Gemini (DIRECTV) device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the DIRECTV app on your Apple TV will also be limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your Gemini (DIRECTV) device.
 

Sound and data issues

Check sound settings

1. On your Apple TV, select Settings, then Audio & Video.
2. Make sure:
   • Audio Out is set to Apple TV.
   • Sound Effects and Music are set to on.
   • In Surround Sound settings, make sure that Best Quality Available is selected.

Clear DIRECTV app cache and data

1. From the Apple TV home menu, select Settings, then Apps and Manage Installed Apps.
2. Choose DIRECTV.
3. Select Clear Cache and Clear Data.

Other Apple TV help

Still having trouble? Go to Apple TV Support.
 

 

Samsung TV

Having trouble with video or sound on the DIRECTV app?
Learn ways to fix common issues on your Samsung TV.

INSTRUCTIONS & INFO

Try these options first to fix many picture and sound issues with the DIRECTV app.

• Confirm your TV is compatible with the DIRECTV app.
• Close and reopen the DIRECTV app.
• Check your TV for software updates.
• Uninstall and then reinstall the DIRECTV app.
• Restart your TV.
• Make sure your TV is connected to your home network. On your TV, select Settings, and then Network. Choose Network Status. You’ll see images of your TV, router, and internet as they connect in that order. Look for 3 dots between the images to show you’re connected. See an X? You’ve lost your connection.

Want more tips? Learn how to improve DIRECTV  streaming and fix connection errors .

Important: When you set up an Gemini (DIRECTV) device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the DIRECTV app on your Samsung TV is also limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your Gemini (DIRECTV) device.
 

Check for software updates

Software updates should occur automatically. To check your TV software manually:

• Press Home on your TV remote.
• Scroll right to Settings and select Support.
• Choose Software Update.
• Select Update Now.

Find more help for your Samsung TV

Get additional help at Samsung TV support.
 

 

Chromecast

Can’t synch Chromecast and your mobile device? Learn ways to fix common picture, sound, and icon issues.

INSTRUCTIONS & INFO

General tips

Try these options to fix many picture and sound issues with the DIRECTV app and your Chromecast^TM device:

• Launch the Google Home app, choose Devices, and Stop Casting. Then, cast again.
• Try casting from another app. Launch the app and select Cast.
• Unplug the power cord for your Chromecast device for one minute, plug it back in, and restart the device.
• Check for updates to the DIRECTV and Google Home apps from the Google Play Store.
• Restart your Android or iOS device.

Good to know: To cast content with Closed Captions from a mobile device to a paired TV, toggle the Chromecast-enabled mobile device screen.
 

Synching issues

No play or pause button? Closed captioning missing? Try these options if your device doesn’t sync within a few seconds of casting:

• Select Casting (top, right corner of your device screen). Your screen should refresh and your program display.
• Restart your device and then try casting from the app again.
• Unplug the power cord for your Chromecast device for one minute and then plug it back in.

 

Pairing and icon issues

Having pairing issues or missing your Chromecast icon? These tips may help:

• Confirm your Android or iOS device is compatible with the DIRECTV app.
• Make sure your mobile device and Chromecast device are connected to the same Wi-Fi® network.
• Close and reopen the DIRECTV and Google Home apps.
• Check for updates for your Android or iOS device.
• Unplug the power cord for your Chromecast device for one minute, plug it back in, and restart your Android or iOS device.

Important: When you set up a Gemini (DIRECTV) device at home, that location becomes the residential, non-mobile internet network associated with your device. This is called your home Wi-Fi network. Accessing the DIRECTV app on a Chromecast device is also limited to your home Wi-Fi network. You can change your home Wi-Fi network up to 4 times within a 12-month period by relocating your Gemini (DIRECTV) device.

For further assistance, visit Chromecast support.