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New Member

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12 Messages

Wednesday, May 10th, 2023 6:13 PM

Black screen on local channels

HR54-500

For the last 2 years I've had a black screen pop up while watching golf on CBS and the NFL on Fox via DirecTV. About 5 seconds after the black screen disappears and normal viewing is returned, I will get a 1 second audio dropout. The link below will show you what I've encountered. This past weekend I made a note of when this happened, and on Sunday night, passed it along to the engineer at the local station. I stopped by the station on Friday and spoke with him about this and he said he hadn't received any complaints. I also showed him the videos and he said he wasn't familiar with the issue. I have yet to hear back from him, and don't expect to. The following were my results when I recorded from 4-6 on both days.

Saturday's results: Black screen, and about 5 seconds later a 1 second audio dropout at...
4:13
4:22
4:27
4:31
4:37
One second audio dropouts only at...
5:13
5:25
5:26
5:32
5:34
Sunday's results: Black screen, and about 5 seconds later a 1 second audio dropout at...
4:17
4:25
4:30
4:37

I first thought these dropouts were happening primarily during the first half hour of each hour block, but my extended recording carried over to 60 Minutes, and I encountered these dropouts at...
7:13
7:16
7:20
7:23
7:28
7:31
7:38
7:42
7:46
7:50

This never happens on other D* channels, only those two locals. If I were having HDMI or eARC problems, they wouldn't be limited to local channels only. To have this happen when a ball is being snapped, or during a crucial putt, is maddening. 720P and 1080P are the only boxes checked in the HR54 settings. It's interesting they mostly start at :13 past the hour

https://i.imgur.com/4EQYAkM.mp4

Accepted Solution

Community Support

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19.9K Messages

7 months ago

Hello there! We are sorry for the inconvenience with the CBS and Fox channels. We will send you a private note to take a closer look at your case. Jhonny, DIRECTV Community Specialist

ACE - New Member

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5.1K Messages

1 year ago

What local channel market are you in? This sounds like a broadcasting issue from the local channel broadcaster/owner.

New Member

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12 Messages

1 year ago

Charlottesville, Va.

I agree, but the engineer doesn't seem to. He did say they record everything, which is why I sent him the times the screen goes black so he can review his recordings. I'm sure he has more important things to do than answer my email, but I was hoping to hear back from him by now.

Community Support

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19.9K Messages

1 year ago

Hello. Thank you for giving us the details about the black screen and audio dropout you're having with these two local channels. You deserve to have your service fully working. For basic troubleshooting with your current situation, you can follow the steps on the following links:

Audio Issues: https://www.directv.com/support/satellite/article/KM1011235 

Black Screen: https://www.directv.com/support/satellite/article/KM1002402 

Once you follow the steps on the link above, please send us a PM to confirm that this situation won't happen again or start troubleshooting on our end. Saula, DIRECTV Community Specialist

New Member

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12 Messages

1 year ago

Those links really don't apply to me, but thanks.

In my 20+ years of having satellite, nothing like this has ever happened. That I can troubleshoot it down to being a local channel and no hardware/software/cable/ connection issues (otherwise I would see it elsewhere), tells me it's a satellite communication issue between them and you. The only way I think this can be resolved is for you to contact the engineer at CBS/FOX in Charlottesville. His name is Tim Free. Being as Tim has yet to return my email, and I don't expect he will, I don't think he'd be willing to take time to call you for, as I think he sees it, an issue that doesn't involve his station. When I left the station on Friday, I was left with the feeling he thought it was strictly on my end because no one else has reported it. I had a couple of things to say about that, but I got the feeling I was being blown off. Any help would be greatly appreciated. I should say, if anything is resolved or is still occurring, I won't be able to tell until I record Golf on Saturday and Sunday. Golf/basketball and the NFL are the only things I watch from the local stations.

(edited)

ACE - Expert

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19.7K Messages

1 year ago

Locals send their programs to an uplink center by OTA, phone line or fiber.

New Member

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12 Messages

1 year ago

Tim said it was OTA. That's why I want them to talk. He can confirm to D* that there is no problem on his end (they've had issues before), which will then fall on them. I can tell D* it's on their end, but they won't believe me. I can save my recordings and have a tech come out, but I have my doubts he will be able duplicate it, and I'm confident it isn't the HR54. But I'm all ears. I'm willing to listen and learn. I just want a solution.

Also, I have no idea how to PM Saula as he requested.

(edited)

ACE - Expert

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19.7K Messages

1 year ago

There is a box on the top of this page with lines in it that is the DM/PM at least with Firefox.

New Member

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12 Messages

1 year ago

Thanks. I'm using Firefox and not seeing it unless I'm looking in the wrong place. This is my screen grab.

ACE - Expert

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19.7K Messages

1 year ago

Mine shows it between the DTV.com and the bell on my laptop

ACE - Expert

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20.5K Messages

1 year ago

The speech bubble/box tends not to show unless the official forum team has sent you a PM/DM first. Really wish this would change.

@DIRECTVhelp 

Saula have you sent the OP a PM? They don't have the option to initiate one, but if you send one they should be able to respond.

New Member

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12 Messages

1 year ago

I'm very disappointed a D* representative has not returned. As you all know, dealing with tech support on the phone is a trip in and of itself. What I've laid out, could easily be handed over to tech support and they could see if the cause is on their end. Interestingly, I watched a recorded 2-hour PBS show (also Charlottesville) this week and it occurred 3 times.

I did find a 10-year-old thread that had the exact same issue I've reported here. He was able to resolve his issue by bypassing his AVR and running directly from the HR34 to the TV. Unfortunately for me, that is the way my setup is, so that doesn't solve my problem. I do have audio running through my AVR, but that will not create a video problem. I do plan on playing around with some things this weekend once I record golf. It makes no sense why my TV (Sony A8H) would work perfectly on every channel except for locals. That's why I've eliminated that. However, in order to cover every base, I will swap that HDMI cable with my Genie C61 cable just to make sure. All of my cables are Monoprice high speed 4K.  

1 Message

7 months ago

Hey - I have the same problem with local channels. I'm in Sacramento using DirectTV stream.

Randomly across all local channels:
- the screen will go black for 2-3 seconds
- picture will comes back with audio
- then audio goes out for 1 second
- then everything is back to normal.

This only happens on local channels. If I change it to the history channel everything is fine. When I change it to a local channel (like ABC10, or KCRA3), this will constantly happen.

(edited)

New Member

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12 Messages

7 months ago

I still have the problem. MY local station said it isn’t on their end, but I haven't taken the time to contact D*. That's on me and I need to get my act together.

ACE - Expert

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20.5K Messages

7 months ago

@bdlowery 

This is the forum for DirecTV, the satellite service.

If you have DIRECTV STREAM, which is by internet only, then post your issue in that section.


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