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Fix AT&T TV device issues

Get help with picture and sound issues on your AT&T TV device.


ArticleINSTRUCTIONS & INFO

General tips

Try these options as a first step to fix many picture and sound 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. To check connectivity on your device: Press the Home button, then Settings, then Help, then Troubleshooting, and Run Network Diagnostics.
  • Try using an Ethernet cable to connect to your AT&T TV device instead of Wi-Fi.
  • Check for AT&T TV 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 AT&T TV
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Video playback

Having pixelated or no video, video that’s out of sync with audio, or other video issues? Try this:
  • Restart your device - press the red button on the side or unplug it for 30 seconds, then turn it back in.
  • Turn your TV off and back on.
  • Make sure that your TV isn’t in standby or screensaver mode.
  • Check the video input cable to make sure it’s firmly connected to your player and to the HDMI or composite connector on your TV.
  • Be sure you selected the correct TV video input (or source) that your player is connected to. Or, try a different input.
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Sound issues

If AT&T TV 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 audiovisual (A/V) receivers you may have.
  • Check audio settings on your device: Press the Home button, then Settings, then System, then Remote & Devices, then Program Your Remote, then Advanced Remote Program, and Switch Volume Control.
  • Make sure that your optical audio cable or HDMI cable is snugly attached to your player, the TV, and any A/V receivers.
  • Try changing the optical audio cable.
  • Connect the player to a different input to see if you can hear sound.

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