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Troubleshoot picture problems on U-verse TV

Learn how to fix picture issues with Troubleshoot & Resolve online or from your TV, watch a support video, or try a few tips to get your TV working again.


Troubleshoot picture issues with TS&R

Visit Troubleshoot & Resolve tool on your PC or mobile device to get help with frozen pictures, no TV images, picture quality, and more.Fix it now



Troubleshoot from your TV or try some tips on your own

TS&R on TV

Try Troubleshoot & Resolve on your TV from the comfort of your recliner. Using your U-verse TV remote control:
  1. Press Menu.
  2. Scroll down to Help then press OK.
  3. Select InformationTroubleshoot & Resolve > TVPicture.
  4. Select the Picture issue.
  5. Follow the onscreen prompts.
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Tips to restore the picture on your own

Restart the receiver
Many TV issues can be fixed by simply restarting your receiver:
  1. Hold down the Power button for 10 seconds.
  2. Press it again to restart the receiver. This will take 5-8 minutes and will affect any DVR recordings in progress. Your Broadband and Service lights should be green.

Broadband and Service lights on your receiver aren't green
Verify cables connected to your Residential Gateway are snug and secure. Also make sure the input settings on your TV match the type of cables you are using (video, HDMI, etc.).

Restart your Residential Gateway
Following these steps to restart your Gateway will temporarily interrupt your TV and Internet service, as well as any recordings in progress:
  1. Unplug the power cable for 5 seconds then plug it back in. 
  2. Wait until the Service lights are green, which may take up to 4 minutes.

Multiple receivers
Restart multiple receivers by unplugging each one for 5 seconds then plug it back in.

Check picture quality on other channels
If you're only having a problem with one channel, it may be coming from the channel source and not your U-verse system.
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