4 Messages
Apple TV app STUCK at Choose service screen
For days now, I have restarted, deleted and reinstalled, deleted, restarted and reinstalled, unplugged and just about every other variety of sequences and still, once I log in and it gets to the screen with 'Choose on of your Directv services to start watching', nothing happens. I can select either options all day long and it doesn’t even seem to notice the remote click.
I recently changed my password and every other TV in the house launched without fail but the 2 Apple TVs are both having the same issue.
I have updated TVOS to current version, the 2 Apple TV models are both the 4k second gen. I have made sure the directv app is the most current version, I logged out and logged back in to my provider account on the Apple TV which is also the Directv account. I can login on browsers and iPad app with no issues, as well.
Please advise.
kjstech
Teacher
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28 Messages
2 years ago
They just called me back with a ticket number. I guess the team that does this calls me sometime and asks for the ticket number to verify they are working with the right account. Its a big thing with letters and numbers beginning with ERAMU (its 18 digits long).
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Trpl4
9 Messages
2 years ago
Glad you are getting some help but I’m not sure why they don’t just set up another ID. With my old ID I could see both Stream and Satellite but with the new ID stream is gone and it’s just my DirecTV account. Hope you get it resolved. They did mine over the phone and it took several minutes and I never needed a ticket number.
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kjstech
Teacher
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28 Messages
2 years ago
I think its because I told them I want that DirecTV stream account GONE. When I log into Directv.com to manage my account it always defaults to Directv stream and a big button, "Come back to DirecTV stream!". In the upper right theres a drop down I have to click and change from DirecTV Stream - a large account number beginning with 19xxxxxxxxxxxxxx to DirecTV Satellite, a smaller number beginning with 2xxxxxxx.
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Trpl4
9 Messages
2 years ago
That’s probably why. I don’t understand why the account remains once it’s cancelled. I only had my Stream account for a few days and cancelled but it remained on my account.
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kjstech
Teacher
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28 Messages
2 years ago
Also I made a second account with my other gmail and it does the same thing...
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kjstech
Teacher
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28 Messages
2 years ago
Oh nevermind that last post. After I created the second account, I had to delete the DirecTV app from AppleTV. Then reinstall it and when it asks if it wants access to my TV Subscription to automatically sign in, deny that. Then at the login screen sign in with my secondary user account and it works!
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Trpl4
9 Messages
2 years ago
Awesome!!! Yes as I had stated in my post you MUST delete the app on the Apple TV and download it again and it works. Not sure why but it does. Glad you got it working again!!!
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dkopacz
Contributor
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3 Messages
2 years ago
Having the same issue. When I call the DAC number, what do I tell them or ask them to do? I've tried a couple of times and each time they seem lost.
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kjstech
Teacher
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28 Messages
2 years ago
You have to tell them to unlink a DirecTV stream account from DirecTV Sattelite account. You used the same email address for both and because of that the Apple TV app won't allow you to log in.
In the meantime Trpl4's instructions on how to create a second user will work. I had the luxury of having another email account I could use for it, and its been working fine. However today DAC team called me back and told me they unlinked the account and deleted the defunct DirecTV stream account that I no longer have.
I can verify now when I log into directv.com account management, it takes me directly to satellite billing info. I no longer have a drop down selector in the upper right that takes me to a DirecTV stream account number where the only thing on that page was "Come back to DirecTV Stream!" and a link to their plans.
So tonight I deleted the DirecTV app on AppleTV and downloaded it again. This time I told it to allow to use my TV Subscription, which is my primary email address, and sure enough it worked! It never even asks if I want DirecTV Stream or DirecTV for Sattelite. It just goes directly in! I don't really need the second account anymore, but I guess it doesnt hurt anything having it out there. If its easy to delete I'll delete it.
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