Directv App can't find receiver

Have you tried deleting and reinstalling the app?

Many times!

Hi @janicelehman, thanks for reaching out to us.

To better assist you and to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon net to the bell icon in the upper right corner of the Forums).

We will be there waiting for your answer.

Catalina, DIRECTV Community Specialist

@janicelehman I'm having the same exact issue. Switched to a Genie 2 and been having problems connecting to the app ever since. Tried all the same steps you have. Have spent 10 hours plus on phone with tech support, and no solutions. It's been since December for me...

Hello @labiancm we want to help you with the App situation.

Let's meet in a Direct Message to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums).

We'll be waiting for you. 

Mariana, DIRECTV Community Specialist 

Hello, any update on this?  I started a chat last week and was told they were working on this but I haven't heard anything since. 

It’s asking for a ID and password to go anywhere on my TV. I have already put that information in and it continues to give me code 601? Why? This has been an issue since yesterday. 

Someone should already be working on this.  Can you review my answers to the previous chats I had about this?  I have already given them lots of information and spent lots of time with them.  

Hi @Dulcejayesco! We want to help you figure this out.

Just to confirm, have you tried connecting your genie with Ethernet cable?

Here are some instructions about how to set up your Genie 2. once there click "view pdf" then follow the instructions.

Let us know how it goes!

Johnatan, DIRECTV Community Specialist

Yes, I have tried it both wireless and with an ethernet cable. I confirmed they are both connected with a strong signal.  It is using the cable now.  My phone is on the same wifi network as the Genie2. 

I have also tried to manually enter the new ip address into the app when it tells me No Receiver found, but it says it can't find that ip address.  I also found out when I go to other apps like espn or cnn, it tells me this service is not available with your programming package.  But it is in my package and it worked fine before my Genie2 upgrade. 

@janicelehman I’m having all the same problems, right down to the “not available in your package” error. I’m hearing from support it could be an equipment issue with the Genie 2. I’m having it replaced next week to see if that’s the issue, as I’ve done all possible troubleshooting steps. I’m also supposedly having one final troubleshooting session with an escalation team tomorrow - will let you know if anything comes of it. 

Yes, thank you!  Please tell me if that helps.  Who did you have to talk to to get them to swap it out?  The technical support people I have talked to say they can't help me and they sent an escalation to their back office team but that seems to be a black hole to me.  I can't communicate with them and was told they also don't communicate with me.  

@labiancm Here might be another thing for you to look into.  Our old receiver was called Living Rm and was in the living room.  The new Genie2 is in the kitchen and when it was installed,  I think he called it KC for kitchen. In the directv app, the name of the receiver it is looking for is called Living Rm, but the box is grayed out. It is as if it is still looking for the old receiver called Living Rm. So I changed the name of the new receiver to Living Rm hoping that would help,  but it didn't.   I do wonder if the name being different when it was installed has anything to do with the problem.  Did your new receiver have a different name than the old one?  Thanks!