New service device Gemini Air - Frequent Black screen on TV startup

Hi, @Dk1300. We apologize if you keep getting a black screen startup on your Sony TV. We'll be sending you a DM for further troubleshooting. 

I worked with a DM on this problem.  At the time of this trouble shooting session The TV started with sound but black screen. The logical first step was to change out the Air Device with another one I had for another TV.  The TV turned off and on with out issue.  I cycled power for for 5 times with no issue.  Latter on after the call with service tech, the TV started with black screen with no sound.  Air Device reset did not correct it. I needed to hard reset air device with power removal.  The TV is on now.  The problem still remains with this 30 day old service and 5 year old TV.  I will be calling a DTV Tech.

DK1300

We appreciate the effort to try to fix it. We can go back in chat so we can arrange a replacement for it.

I am back to chat

The solution I found to using direct TV Genimi Air device and it’s remote and not to have TV black screen on start up:

1) The Gemini device is locking the TV into no picture when the TV is shut off resulting in the need to hard resetting the TV to get a picture connection. 
2) The fix is to not use the Direct TV remote to shut TV off and on, instead use the TV remote. The DTV remote is used only after the TV picture is connected a on.

3) Direct TV technical persons have no understanding or fix to this incompatible problem with a 4 year old TV. But gave me good attempts to solve it.

Thank you for waiting. Here are some steps to follow:

1) Ensure the remote is pointing at the TV when turning on the remote.

2) Try the pendant in a different HDMI port, if your TV has one.

3) Does the DTV remote control the volume on the TV?

4) What happens when you press OFF on the DTV remote while live TV is playing and the DTV remote is pointing at the screen?

If the problem is still occurring then press the MIC button on the remote and say something, like "TV has black screen". Then enter 90245- on the remove (the dash key is at the bottom left of the remote) and leave pendant on for at least 10 minutes to ensure the log is uploaded. Denjylene, DIRECTV Community Specialist

My Reply to service persons questions.

1) Ensure the remote is pointing at the TV when turning on the remote:

 Yes always done

2) Try the pendant in a different HDMI port, if your TV has one:

Yes does not correct problem

3) Does the DTV remote control the volume on the TV?:  Yes but when no picture there is no sound. 

4) What happens when you press OFF on the DTV remote while live TV is playing and the DTV remote is pointing at the screen?:

The DTV remote always shuts off live TV but many times using DTV remote for off, the TV will need a reset to  unlock a black screen on startup.  Before a TV reset, DTV  or TV remote will not correct a no picture situation

If the problem is still occurring then press the MIC button on the remote and say something, like "TV has black screen". Then enter 90245- on the remove (the dash key is at the bottom left of the remote) and leave pendant on for at least 10 minutes to ensure the log is uploaded. :  

To do this I will need to reset my TV to get a picture so will this affect the current recording of pendant log?

Thank you for attempting to do the troubleshooting steps. We'll continue investigating this and keep you updated. Denjylene, DIRECTV Community Specialist

You don't need a picture on screen to get the log. The remote sequence is designed to obtain logs in just this kind of situation. After you have restored the image, it would be good to send another log as well.

Carryl, DIRECTV Community Specialist

 I will do the log capture and report back here when done. All is operating good because I am using the method of both remotes. I will need to shut off TV with DTV remote to get the problem.

We appreciate that. Please let us know once you have completed the log. Roland, DIRECTV Community Specialist

Hi, @Dk1300. Are you still experiencing the issue? Mark, DIRECTV Community Specialist

Hi, 

No problem if I use my Sony TV remove for TV off and on and then operate the DTV remote for all other DTV functions.

If it is confirmed with upper level technical level support  that there is not going to be a solution to the DTV remote and Sony TV compatibility problem then I would accept that this case be closed.  However, DTV still needs to develop a solution in the near future,  most likely others have this problem.  4 year old TV!

Thanks for the follow-up.