New Member
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43 Messages
DirecTV stream box - pause causes box to turn off
I have 6 stream boxes and only one has this issue. I've already done a factory reset (thanks to that update glitch a month ago).
The issue is, if I pause a show (or even an app) the box and TV will turn off after a few minutes. I have all of the power saving settings on the box and the TV set to off. The box is connected to a TCL TV, but 3 of my other boxes are connected to the exact same model TV. Note: this problem was ongoing even before I did the factory reset.
Anyone else have this issue, or a solution? I can try swapping boxes to see if the problem follows the box or TV, but figured i would ask here first.
DIRECTVhelp
Community Support
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254.9K Messages
1 year ago
Hi @T_M, we're sorry to hear that one of the boxes will turn off if you pause a show, and we want you to enjoy your service with no interruption. We'll send you a DM to troubleshoot further and sort this out. Gabriela, DIRECTV Community Specialist
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T_M
New Member
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43 Messages
1 year ago
What else is there to troubleshoot? If the box has been factory reset, and all power saving settings are disabled, what more is there?
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DIRECTVhelp
Community Support
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254.9K Messages
1 year ago
We'll check the box's status and review further steps to get this solved. Let's meet there! Gabriela, DIRECTV Community Specialist
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litzdog911
ACE - Sage
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46.4K Messages
1 year ago
Try swapping the box and keep us posted on where the problem goes.
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T_M
New Member
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43 Messages
1 year ago
I think I may have found the issue. On that TV (TCL), the "Control other devices (CEC)" - "System Standby" was set to on. It says that when a HDMI connected device goes to sleep, it will put other devices to sleep. The issue is neither the TV or the box is actually going to sleep, but yet one or the other seems to think it has and both turn off. I still suspect the stream box is the culprit, because it only happens when paused. In any case turning that off seems to have fixed it.
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DIRECTVhelp
Community Support
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254.9K Messages
1 year ago
It's great that the problem has been resolved. It's possible that the "Control other devices (CEC)" setting was causing the TV and box to turn off unexpectedly. Even so, we sent you a PM to ensure everything is working properly. Danae, DIRECTV Community Specialist
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