The DIRECTV sorry we ran into a problem notification is one of the worst and yet, most common errors subscribers experience.
It’s an unpromising and unpleasant experience, that’s why, in this guide, we’ll get to the root of this dilemma by discussing the causes of this error, as well as the complete recovery and resolution to get rid of the error.
To fix and resolve this error, first, check if there’s an outage, and then restart all devices to close out all apps and programs (including other video players and modem/router). Then, log out and log back into your account and service. Check if the Adobe Flash player you’re using is updated and is enabled on the browser. Lastly, try a wired connection instead of a wireless one.
To be able to get to the root cause of this problem, we must understand what’s causing this error.
The prompt “DIRECTV, sorry we ran into a problem. Please restart the video player” is just one of the many alarming DIRECTV errors you’ll see.
But what are the actual causes of this DIRECTV alert? What could have happened that made this error in the first place?
Let’s look at some of the most common causes of why this is happening.
AT&T and DIRECTV are not immune to outages and maintenance services.
They usually do this to update their systems and place new technologies for the betterment of their services.
If you get the error while streaming, then a possible cause could be an unstable internet connection.
The system could have detected the connection, but then dropped it simultaneously, making the error appear.
Browsers help us by saving some of the information we’ve already accessed to allow us to go back to it if we feel the need to, yes, these are cached data and cookies.
However, there are instances where some cookies are corrupt, which can eventually lead to an interference of the activities you do in your browser.
Lastly, if you’re using DIRECTV Genie, one thing overlooked by many is the fact that the wires and cables aren’t connected and plugged in properly.
This can cause problems with the display, connection, and even the service itself.
Knowing these reasons, it’ll now be easy for us to navigate through the steps of solving it! And don’t worry, I won’t leave you empty-handed.
I’ll scrape all these possible culprits and will make sure to touch everything that could be causing this problem to occur.
Here’s a guide that will address the situation in all different devices where this error can occur.
We’ll be dividing this guide into two (2): fixing the error on DIRECTV Genie and fixing the error when accessed on a laptop/computer or mobile device.
If you’re experiencing this on your Genie receiver, follow these steps!
The first thing you must do is check if DIRECTV is having an outage or system maintenance.
To check for an outage, visit AT&T website, sign into your account or fill out the information of your area, and see if there’s an outage.
Then, what you want to do next is to restart or power cycle your DIRECTV Genie or your receiver.
To power cycle, unplug your Genie from power either by disconnecting it at the back of the receiver or the wall outlet.
Keep it unplugged for 15 to 30 seconds, and then plug the device back in again.
Wait for the receiver to reinitialize completely before reconfiguring it to your television.
While it’s turning back on, double-check all the wires, cables, and connections on your Genie.
It’ll be worth checking everything, including the HDMI cable, power cord, as well as coaxial cable.
So, what you want to do is unplug and plug the wires and cables back in again, making sure they’re connected and plugged in properly.
Then, what you want to do next is check if your subscription is still active.
You can assure this by going into your contract and seeing if a connection is still there.
As an alternative, you can contact AT&T and DIRECTV and inquire whether your service is still active.
And the last and final step you can do if this problem appears is to perform a reset of your Genie HDR receiver.
You can reset your DIRECTV Genie by locating the red reset button on the receiver, and then by pressing and holding it.
You’ll know that your receiver was successfully reset when it reboots and turns back on by itself.
But what about clients and subscribers that are using a computer, laptop, or mobile device? What solution is there when this problem occurs?
In case you run across this error using your laptop, your computer, or your mobile device, here’s how you can fix it.
The most common culprit of this would involve your internet connection. So, the first thing you want to do is power cycle or restart your modem/router.
All you have to do is unplug your router or modem from power for about 30 to 45 seconds before plugging it back in again.
When the connection’s been reset, the next thing you want to do is restart or reboot your device.
Regardless of what you’re using, you need to do a full reboot – and it isn’t as simple as clicking the “restart” button.
- Turn the device off completely, shut it down temporarily.
- Wait for about 2 to 3 minutes, then turn your device back on again.
When your device is turned back on, open your DIRECTV account, and log out of it. To do this:
- Click on My Account or My Profile.
- Then, from the list of options, select Log Out.
Wait for the system to log you out of your account first before exiting the window or tab.
Sometimes, the cookies might recognize you to still be logged in, which can defeat the purpose of you logging out in the first place.
For mobile device users (smartphones and tablets), uninstall the DIRECTV app from your phone. Then, restart your phone, and when it boots back up, reinstall it.
Then, on your browser, clear cached data, and cookies.
Different browsers have different ways of clearing, but the path is usually Settings > History > Cookies and Other Site Data & Cached Images and Files.
NOTE: It’s important that you set the date to All Time to erase and delete all cached data.
Otherwise, you might not be able to clear out older or previous data stored on your browser.
Last, but most definitely not least is to try out a wired connection. Sometimes, a wireless connection can really be unreliable.
So, to make matters better and to be sure that your connection will be stable, plug your device into the modem or the router directly using an Ethernet cable.
- Make sure you change your laptop/PC’s adapter to Wired/Ethernet.
- Plug in one end of the cable to your device, and the other straight to the modem/router.
- When done, wait for the connection to reinitialize.
- Power cycle and restart both your device and your modem/router.
With this guide, you’ll no longer need an additional guide to fix this error. We’ve outlined the complete list of steps you can do to solve it!
To fix the “sorry we ran into a problem error,” first, restart the device you’re using. Then, ensure that all cables are plugged in place. Refresh the cookies by logging out of your account, then logging back in. For Genie users, reset the device. For mobile and PC users, try connecting using an Ethernet cable.
Read Next: How to Find DIRECTV Receiver IP Address?
It can be extremely annoying to see the alert “DIRECTV, sorry we ran into a problem,” with the thought that it isn’t resolvable on our end.
Luckily, you have this guide you can use to get around this problem as quickly and as easily as you can!
Kevin has over five years of experience working in various Tech startups and providing Technical solutions. He has contributed to many Tech publications and websites.