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Support
On-screen error messages
can be caused by different problems.
Find solutions to some of the most common problems below.
Searching for Satellite Signal
Searching for satellite signal. Please stand by
Possible causes
-
A signal isn’t getting from dish to receiver. This may be a cabling problem.
-
Your dish isn’t picking up a signal.
-
Your receiver is getting a signal but isn’t processing the signal correctly.
-
A severe storm has temporarily interfered with the signal.
Solutions
-
Check everything that could be preventing the signal transmission.
-
Make sure your dish has not moved.
-
Make sure nothing is blocking the dish.
-
Make sure the cables that run from dish to receiver are securely connected, and connections exposed outside your home are sealed with silicone at the connectors.
-
If you had severe weather, inspect your dish for debris or misalignment.
Inspect or realign your dish when you can easily and safely do so. Many dishes are difficult to reach. If this is the case, call an installer for further assistance.
-
Disconnect and reconnect all cable ends between the dish and the receiver. Start with the SAT–IN connection at the back of your receiver and work your way to the dish. Take out each cable and inspect it. Check the center wire in the cable. If the wire is bent, straighten it. Reconnect the cable. Be sure it’s securely connected. If you see corrosion in the cable connection, it is best to replace the connectors and seal with silicone gel to avoid problems in the future. Long cable lines (more than 100 feet) may need additional power to improve signals. If this is the case, call an installer for further assistance.
-
Test the signal strength using your remote and on–screen menu. Your owner’s manual explains how to run a signal test. In clear weather, the strength should be over 70 on most transponders. If it’s not, your problem is probably with your cable connections or dish pointing. For High–Definition receivers 60 or above is normal. You may see signal strength of zero on transponders 4, 12, 18, 20, 26 and 28. This is normal in many areas. Your system manual shows how to run cables and point your dish.
-
Reset your receiver by turning it off and unplugging it. Wait 15 seconds, then plug it back in and turn it on.
More help
If this problem persists, call customer service at 1–800–395–1499.
Please Insert a Valid Access Card
Please insert a valid access card
Possible causes
-
Defective access card.
-
Access card is not properly inserted.
Solutions
-
If you have not yet activated this access card, call customer service at 1–800–395–1499 to activate it.
-
Reset you receiver by turning it off and unplugging it. After 15 seconds, plug it back in and turn it on.
-
Finally, try resetting the affected receiver.
More help
If the problem persists, call customer service at 1–800–395–1499.
Channel/station not available
Possible causes
-
If the channel is used for a sports event, the event either has not started or is already over.
-
Your service may not include this channel.
-
We don't transmit programming on this channel.
-
If you have a satellite dish with 2, 3 or 5 low noise blockers (LNBs), and you're trying to watch Spanish–language channels or HDTV channels, your receiver may not be set up to receive inputs correctly.
-
If you see this message on channels 380–389, it’s because only a few customers are eligible to receive these channels.
Solutions
-
Press the "guide" button on your remote to see if you were tuning to a channel number where we do not carry programming. If it does not apper in the guide, then there is no programming for that particular channel.
-
Check the programming schedule in the on screen guide to see if you are tuning to a sporting event that has ended, or has yet to begin.
-
If you have a dish with 2, 3 or 5 LNBs, go to your receiver's setup menu to make sure it is configured for inputs from this type of dish.
-
Reset your receiver by turning it off and unplugging it. Wait 15 seconds, then plug it back in and turn it on.
-
Finally, try resetting the affected receiver.
More help
If the problem persists, call customer service at 1–800–395–1499.
Please Call Customer Service, Ext. 711
Please call customer service, ext. 711
Possible causes
-
Your receiver has not been activated for DIRECTV® service.
-
Your receiver has received only part of the data it needs to decode our satellite signal.
Solutions
-
If the channel you are trying to watch is part of the programming package you subscribe to, resetting your receiver can fix the problem.
-
Turn off the receiver. Then unplug it from the outlet or power strip.
-
Wait 15 seconds, then plug your receiver back in and turn it on.
-
If the channel you are trying to watch is part of a subscription that has expired, renew your programming package online or call 1–800–395–1499.
-
Finally, try resetting the affected receiver.
More help
If the problem persists, call customer service at 1–800–395–1499.
Please Call Customer Service,
Ext. 721
Please call customer service, ext. 721
Possible causes
-
The channel may not be included in your programming package.
-
Your DIRECTV® Receiver may not have processed the programming information for this channel.
Solutions
-
If the channel you are trying to watch is part of your programming package, resetting your receiver can fix the problem.
-
Turn off and unplug the receiver.
-
After 15 seconds, plug it back in and turn it on.
-
If the channel you are trying to watch is not part of your programming package, add the programming package online or call 1–800–395–1499.
-
Finally, try resetting the affected receiver.
More help
If the problem persists, call customer service at 1–800–395–1499.
Please Call Customer Service, Ext. 722
For ordering information, please call customer service, ext. 722
Possible causes
-
Your DIRECTV® Receiver may not have processed the programming information for this channel.
-
Your receiver has been unplugged from the power outlet or satellite dish for several weeks and has missed the monthly service renewals.
Solutions
-
If the channel you are trying to watch is part of the programming package you subscribe to, resetting your receiver can fix the problem.
-
Turn off then unplug the receiver.
-
After 15 seconds, plug your receiver back in and turn it on.
-
If the channel you are trying to watch is part of a subscription that has expired, renew your programming package online or call 1–800–395–1499.
-
Finally, try resetting the affected receiver.
More help
If the problem persists, call customer service at 1–800–395–1499.
Please
Call Customer Service, Ext. 745
For ordering information, please call customer service, ext. 745
Possible cause
-
Your DIRECTV® Receiver may not have processed the programming information for this channel.
Solution
-
Reset your receiver by turning it off and unplugging it. Wait 15 seconds, then plug your receiver back in and turn it on.
-
Remove the access card from your receiver, and repeat the reset instructions above. Then put the access card back into the receiver.
-
Finally, try resetting the affected receiver.
If the problem persists, call customer service at 1–800–395–1499.
If we have not answered questions regarding your DIRECTV® equipment, bill, or programming, please contact our office so that we can provide you with the optimal DIRECTV® experience.
YK Communications has 24 hour customer support waiting to assist you in any way possible.
Please contact our office at 979-543-9499 or toll free 800-395-1499.
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