New Member
Why does it keep asking me to install player?
I have installed, re-installed, cleared & recleared cookies, closed and/or refreshed the browser in multiple combinations, and enabled flash, but every time I log back on, the site tells me to install video player, even though I have it installed.
I honestly don't know why a company with so much income cannot come up with a way to fix these types of issues that are clearly inhibiting the way we are enticed and encouraged to watch shows.
If it works on on the phone, why doesn't it on the laptop/computer?
I know this won't be responded to because otherwise there'd already be a solution to the multiple complaints about this issue - very sad customer service, I have to say.
DIRECTVhelp
Community Support
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254.7K Messages
4 years ago
Hello @himes51
We understand that you're attempting to stream through http://sm.att.com/d5ec7630; however, are encountering some hiccups with the player. Be assured, we will work to find a solution for you.
Does this issue happen with any browser or specific to one? What browser are you using? Are you using a PC or MAC? It doesn't appear that the VideoGuard file is actually installing on your computer. Have you been successful with streaming previously? If so, do you stream with no issue, close the browser and then when you login again to stream, that's when you're prompted to install again?
Are there any 3rd party anti-virus software or applications that are preventing the installation of the Player? After your computer has finished the installation of VideoGuard.13.0, if the system recognizes no Flash authorization, http://sm.att.com/d5ec7630 should give you a pop up to either install or run the application. Make sure there are no extensions for Flash that are being blocked by your browser.
For testing purposes, we successfully installed the player and ran all applications to support the streams successfully, therefore there are no confirmed errors with http://sm.att.com/d5ec7630 and the player.
Search your computer and make sure that Synamedia VideoGuard Player is installed. When you installed the file, make sure the certificate was installed. After all software is installed and updated; you should see this message
If you would like some real-time support with a walk-through for installation, feel free to open a chat with us. Use this link and scroll to the bottom of the page for the chat button. We will be glad to assist you.
Outside of http://sm.att.com/d5ec7630 for streaming, keep in mind our mobile app for streaming as well as streaming directly from the networks web sites and mobile/TV apps as well.
Chad, AT&T Community Specialist.
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clduran2
New Member
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4 Messages
2 years ago
This is hilarious if not pathetic. It is over 2 years since this was posted and I having exactly the same issue. Multiple phone calls later,over several months, and countless hours calling customer support at Direct TV/AT&T while being promised that someone will follow-up. The issue is still ongoing and I am still waiting for that promised email and call to no avail. Maybe it's time to make some changes!
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irwingerszberg
Mentor
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15 Messages
2 years ago
I think it simply doesn’t work with Windows 11
Very upset myself
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Juniper
ACE - Expert
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22.7K Messages
2 years ago
@irwingerszberg
Windows 11 didn't exist when this thread was active. And yes that OS has a lot of growing to do as still very new.
2020 is CLOSED
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