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Troubleshoot U-verse TV receiver issues

Learn how to install your wireless receiver and Wireless Access point (WAP) device using PDF, video, or step-by-step instructions.


ArticleINSTRUCTIONS & INFO

Receiver and WAP installation and troubleshooting

Troubleshoot connection issues

Many wireless receiver problems can be solved by checking your connections, power, and signal strength.

Check your connections
Ensure all cables and cords are connected properly and securely.

Check power and signal strength
  1. Confirm you have power. If you have power and the TV receiver is turned on, the power button on the front of the receiver has a green light surrounding it. If you do not have power, move the TV receiver to a working electrical outlet.
  2. If no lights are on, ensure that the TV receiver is turned on by pressing and releasing the AT&T button on the remote control, and then pressing and holding the Power button on the receiver for 10 seconds.
  3. Power cycle the WAP by unplugging the WAP from the electrical outlet for 10 seconds and then plugging it back in. Repeat the pairing process. Wait two minutes to complete pairing.
  4. Move the receiver closer to the WAP (to determine if the problem is a distance issue).

If you’re having more specific issues, try the troubleshooting steps below.

Connection error on the TV screen
  1. Disconnect your wireless receiver from the original location and reconnect the power cord at a location closer to the WAP.
  2. Reconnect the receiver to the TV.
  3. Wait one minute for the receiver software to load. 
  4. Press the WPS button on the WAP.
  5. Press the OK button on the front of the wireless TV receiver. 
  6. Wait two minutes for the receiver and WAP to pair. After two minutes, the Link light on the front of the wireless TV receiver should be solid green.
  7. Following a successful pairing, unplug the wireless TV receiver and reconnect it at the desired location.
  8. Repeat steps 2 - 6.
  9. If the connection error reappears after repeating steps 2 - 6, the location is out of wireless range. You’ll need to select a different location. 

TV receiver and/or WAP lights not appearing
Return to the Set up and pair your wireless receiver and WAP section of this solution and follow the instructions to connect your WAP, connect your wireless receiver, and pair the two.

Pair a new wireless receiver with an existing WAP
  1. Press the WPS button on your WAP.
  2. On the front of your wireless receiver, press the OK button within two minutes. Pairing occurs quickly. 
  3. Confirm that at least three LED green bars are lit on the wireless receiver. When you see a green LED lit on the front of the receiver, you’ve paired successfully. It may take a few minutes for live TV to appear.

Pair existing wireless receivers with a new WAP
If you replaced your WAP, you’ll need to pair any existing, wireless receivers with the new WAP.
  1. Restart each receiver by pressing and holding the Power button for 10 seconds.
  2. Confirm that at least three LED green bars are lit on the wireless receiver. When you see a green LED lit on the front of the receiver, you’ve paired successfully. It may take a few minutes for live TV to appear.

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