Contributor
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1 Message
U-verse No sound no picture but guide comes up
While watching a program, the sound and picture vanished. The guide works fine, and the AT&T Troubleshoot and Resolve steps through until it gets to rebooting the U-verse Receiver. It gets stuck. The little spinning circle of doom just keeps spinning and never resolves. I have checked the cables and connections, everything seems perfect there, on both the gateway and the receiver, in this case, the DVR. I only have one TV connected, so cannot tell if it is the receiver, the gateway, or the TV. Any ideas?
skeeterintexas
ACE - Expert
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28.3K Messages
5 years ago
If you've followed the steps for Troubleshooting, it's time to call Customer Service 1-800-288-2020.
Do you have AT&T Internet? If so and it's working it sounds like you need a new DVR. One can be sent for a self-install. You will lose your recordings but not your scheduling. You have 21 days to return the bad DVR via UPS/FedEx. Good luck.
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davemize
ACE - Professor
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473 Messages
5 years ago
You mention that the Troubleshooting Guide hangs up trying to restart the gateway... have you gone ahead and *manually* restarted the gateway? If not, unplug your gateway and DVR, wait at least 30 seconds, then reconnect the gateway and allow it to fully restart (can take several minutes). Next, reconnect the DVR and allow it to fully restart, then see if your sound & picture have returned. If not, follow @skeeterintexas 's directions above to contact support.
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