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Friday, November 23rd, 2018 7:54 PM

Tiger vs. Phil 4k problems

Watching in 4k but continue to have sound dropouts and screen dropouts for 2-3 seconds every couple of minutes.  I've rebooted and continue to have the same issue.  No problems on the HD channel.  Using Genie HS17/100.



Accepted Solution

Official Solution

Community Support


18.1K Messages

5 years ago

Hi There! @kitchmd

Thank you very much for the posting.  We understand that you are having a problem with the sound and picture dropping out every few seconds on the 4k Channel. 


We can try to help the best that we can.


You have stated that you have already rebooted and that is the first step.  Now the next thing that you are going o do is try and HDMI reset. Follow these simple instructions:

  1. Turn the TV off
  2. Unplug the power to the DirecTV Reciever
  3. Disconnect the HDMI cord from the back of the TV and from the back of the receiver
  4. Swap ends of the HDMI and plug the HDMI cord back in
  5. Plug the power of the receiver back in
  6. Turn the TV back on.

Try these troubleshooting steps first.  Also was this a rental or a PPV(Pay Per View) purchase sporting event?


Please lets us know if these steps work for you.


Matthew, AT&T Community Specialist



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