Welcome to the DIRECTV Community Forums

Connect with users, ask questions, and find answers!

New Member

 • 

43 Messages

Saturday, October 28th, 2023 11:49 AM

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. 

Community Support

 • 

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

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am a DIRECTV authorized representative, and the postings on this site are my own and don't necessarily represent DIRECTV's position, strategies or opinions.

New Member

 • 

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? 

Community Support

 • 

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

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am a DIRECTV authorized representative, and the postings on this site are my own and don't necessarily represent DIRECTV's position, strategies or opinions.

ACE - Sage

 • 

46.4K Messages

1 year ago

Try swapping the box and keep us posted on where the problem goes. 

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV Satellite 1-800-531-5000, DirecTV Stream 1-888-429-4023, DirecTV Gemini dedicated 1-888-488-4742, or AT&T 1-800-288-2020. 

Award for Community Excellence Achiever*
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

 • 

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. 

Community Support

 • 

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

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am a DIRECTV authorized representative, and the postings on this site are my own and don't necessarily represent DIRECTV's position, strategies or opinions.

NEED HELP?