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Nathan
Nathan, Installer
Category: TV
Satisfied Customers: 20408
Experience:  Custom home theater installer, authorized dealer top brands.
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My TV is stuck on Direct TV Cinema. Can not get out of it

Customer Question

my TV is stuck on Direct TV Cinema. Can not get out of it
Submitted: 1 year ago.
Category: TV
Expert:  Nathan replied 1 year ago.

Hello, I’m Nathan, and I’ll be assisting you today. My livelihood depends on your positive feedback, so your satisfaction is my highest priority.

Sorry to hear you’re having trouble.

Where did you press reset at?

If you press the BACK or EXIT button on your directv (not tv) remote, does that clear you out of it?

Customer: replied 1 year ago.
no
Expert:  Nathan replied 1 year ago.

Okay, please try pressing the GUIDE or DVR button to get out of the cinema (on demand) feature.

If that still doesn't work, unplug power to the dtv box for 60+ seconds to reboot it.

Customer: replied 1 year ago.
it still does not work
Expert:  Nathan replied 1 year ago.

And you did the full reboot?
How many boxes do you have and is this happening on all of them?

Customer: replied 1 year ago.
1 of 4
Expert:  Nathan replied 1 year ago.

Okay, please find the "main" box (genie) which is usually much larger than the others, and do the same reboot process on it, then after that once more on this one (being sure to unplug it at least 1 minute, no less).

If that still does not exit from the on demand app, then the box itself is faulty, and dtv would need to replace it for you.

Customer: replied 1 year ago.
It is the main box receiver that has the problem, but the 3 other TV's are working ok
Expert:  Nathan replied 1 year ago.

Thank you for confirming.
Please do the reboot once more, just to make sure you did the right box. It is unusual that the reboot wouldn't fix the issue.

While it is unplugged you should see just a blank screen or "no signal" message on your tv. If you don't, then the box was not properly unplugged.

Customer: replied 1 year ago.
do you want me to reboot or reset the main box
Expert:  Nathan replied 1 year ago.

I want you to actually do a hard reboot (not from the menu) by physically unplugging power to the main box/receiver for 60+ seconds.

Customer: replied 1 year ago.
problem still there
Expert:  Nathan replied 1 year ago.

Thank you for trying.

Unfortunately this persisting even after multiple hard resets really leaves only the possibility of an internal fault.

That means the next step is to call dtv and have them send you a replacement box.

Customer: replied 1 year ago.
Where do I find their number
Expert:  Nathan replied 1 year ago.

I'll be happy to give it to you,

(800)(###) ###-####/u>

Customer: replied 1 year ago.
Did not solve the problem called Direct TV
Expert:  Nathan replied 1 year ago.

Are you saying dtvwas not able to help you either?