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Choose the issue you’re having and we’ll walk you through it.
Internet · Quick check
Look at the wall behind your router
Find the cable that plugs into the wall (not the power cord). What does that wall connection look like?
Cable router · Troubleshoot
Let’s get your internet back up
Walk through these three steps in order. Most issues are fixed by the end of step 3.
Make sure you’re on the right Wi-Fi network
If your phone or laptop says it’s connected but nothing loads, or it can’t connect at all, you might be picking the wrong network. Your Wi-Fi name and password are printed on a sticker on the bottom of your router.
- Pick up your router and look at the bottom or back.
- Find the Wi-Fi Name (sometimes labeled SSID) and the Password (sometimes labeled WPA Key or Wireless Key).
- On your phone or laptop, open Wi-Fi settings and connect to that exact name.
- Type the password exactly as shown. It’s case-sensitive, and zeros and O’s look alike.
Restart the device you’re connecting from
Sometimes the issue is the phone or laptop, not the router. Try this before rebooting the router:
Whichever one you’re trying to connect, restart it.
- Open your device’s settings and turn Wi-Fi off.
- Wait 30 seconds.
- Turn Wi-Fi back on and try connecting again.
Still no luck? Fully restart the device: power it off, wait 30 seconds, turn it back on, then try connecting once more.
Reboot your cable router
If the first two steps didn’t fix it, the router itself probably just needs a restart. Follow these four steps in order:
Ethernet router · Troubleshoot
Let’s get your internet back up
Walk through these three steps in order. Most issues are fixed by the end of step 3.
Make sure you’re on the right Wi-Fi network
If your phone or laptop says it’s connected but nothing loads, or it can’t connect at all, you might be picking the wrong network. Your Wi-Fi name and password are printed on a sticker on the bottom of your router.
- Pick up your router and look at the bottom or back.
- Find the Wi-Fi Name (sometimes labeled SSID) and the Password (sometimes labeled WPA Key or Wireless Key).
- On your phone or laptop, open Wi-Fi settings and connect to that exact name.
- Type the password exactly as shown. It’s case-sensitive, and zeros and O’s look alike.
Restart the device you’re connecting from
Sometimes the issue is the phone or laptop, not the router. Try this before rebooting the router:
Whichever one you’re trying to connect, restart it.
- Open your device’s settings and turn Wi-Fi off.
- Wait 30 seconds.
- Turn Wi-Fi back on and try connecting again.
Still no luck? Fully restart the device: power it off, wait 30 seconds, turn it back on, then try connecting once more.
Reboot your ethernet router
If the first two steps didn’t fix it, the router itself probably just needs a restart. Follow these four steps in order:
TV · Quick question
Does your TV have a separate box?
Look at your TV setup, or check your remote, and pick the answer that matches.
Cable TV · Issue
What’s happening with your cable TV?
Pick the option that best describes what you’re seeing.
Cable TV · Rescan channels
Try rescanning your channels
When a few channels go missing, your TV usually just needs to re-find them. This short video walks you through it.
Quick steps
- Grab your TV remote (the one that came with the TV, not a cable box).
- Press Menu or Settings.
- Find Channels, Channel Setup or Auto Program.
- Choose Cable as the source (not Antenna or Air).
- Start the scan and let it finish. It usually takes 5 to 10 minutes.
Cable TV · No signal
Let’s check the basics
Most “no signal” issues come down to power, input or a loose coax cable. Walk through these in order.
1. Make sure the TV is on the right input
- Press the Input or Source button on your TV remote.
- Cycle through inputs until you find TV, Cable or Antenna. That’s the one for your coax connection.
2. Check the coax (barrel) cable
- Find the thick round cable with the screw-on metal tip.
- Tighten it at the wall jack with your fingers only. Snug, not forced.
- Check the other end at the back of your TV. Finger-tight only.
- If the cable is bent at a sharp angle or pinched behind furniture, straighten it out.
3. Try a different wall outlet (if you have one)
- Some apartments have more than one coax outlet. If the cable is long enough, try another wall jack.
4. Power-cycle the TV
- Turn the TV off, unplug it from the wall for 30 seconds, plug it back in and turn it on.
- After it boots, run the channel scan again (Menu, Channels, Auto Program, Cable).
DIRECTV Gemini · Troubleshoot
What’s going on with your Gemini?
First, what color is the light on the front of your Gemini box?
This light tells you a lot. Find yours before going further.
Your TV remote may say INPUT, SOURCE or TV/VIDEO.
Now pick whichever fits best. The most common fixes are first.
Gemini · Quick fixes
Try these first
These fix the majority of Gemini issues. Start here before anything else.
1. Restart the device
- Easiest way: press and release the small button on the back of the Gemini box.
- Or: unplug the power cord for at least 30 seconds, then plug it back in.
- Or, with the remote: Home, Settings, System, Restart.
2. Check your internet connection
- Press Home on your Gemini remote.
- Go to Settings, Help, Troubleshooting, Run Network Diagnostics.
- If it fails, restart your Wi-Fi router (power off 30 seconds, plug back in).
3. Confirm the basics
- Make sure the Gemini’s power supply is firmly connected.
- Make sure the HDMI cable is firmly connected at both ends. If you have a spare HDMI port on your TV, try that one.
- Confirm your TV is on the matching HDMI input.
Helpful articles
Gemini · Picture / signal
No picture, pixelated, or out of sync
Try these in order. The first ones fix most picture issues.
1. Check power, light and cable first
- Is the Gemini’s light on? If it’s off, the device has no power. Check the power cord at both ends and try a different wall outlet.
- Is the HDMI cable plugged in tight? Push it in firmly at both the Gemini and the TV. A loose HDMI is the number one cause of “no picture”.
- Is the TV on the right input? Press Input or Source on your TV remote and try each HDMI input one at a time.
2. Then try these
- Restart the Gemini. Press the small button on the side, or unplug power for 30 seconds.
- Wake the device. If your TV is in standby or screensaver mode, press Home on the Gemini remote.
- Try a different HDMI cable (the one that came with the Gemini works). Avoid HDMI splitters and switches; connect directly to the TV.
- Check Wi-Fi signal strength. Home, Settings, Help, Troubleshooting, Run Network Diagnostics. Pixelation often means a weak signal.
- Try ethernet. If there’s an ethernet port near the Gemini, plug it in directly for a stronger connection.
- Check for software updates. Home, Settings, System, About, System Update.
Gemini · Sound
No sound, or sound issues
Walk through these in order to find the cause.
- Check volume and mute. Confirm the TV isn’t muted. Also check any soundbar or receiver.
- Reseat the HDMI cable. Make sure it’s fully clicked in at both the Gemini and the TV.
- Try a different HDMI port on the TV. Sometimes one port goes bad.
- Check the Gemini’s volume control mode. Home, Settings, System, Remote and Devices, Program Your Remote, Advanced Remote Program, Switch Volume Control.
- Try a different input on the TV (another app or device). That tells you whether the issue is the Gemini or the TV.
Surround sound
To switch between Stereo and Surround Sound: Home, Settings, System, Audio, Audio Output.
Gemini · Remote
Remote isn’t working
Try these in order. The first one fixes most remote issues.
1. Re-seat the batteries
- Open the battery compartment on the back of the remote.
- Take both batteries out, wait 10 seconds, and put them back in.
- Try the remote. This resets the connection and works surprisingly often.
2. Replace the batteries
- If reseating didn’t work, swap in fresh AA batteries.
3. Re-pair the remote (only if some button still works)
This step needs you to navigate menus on screen, so it only works if at least one button responds, or you have a backup remote.
- On the Gemini, go to Home, Settings, Remotes and Accessories, Add Accessory.
- Press and hold Home and Back together for about 5 seconds until the light on the remote blinks.
- Wait for the on-screen pairing to complete.
Full remote guide
Gemini · Voice / Google Assistant
Voice search and Google Assistant
The Gemini’s voice features run on Google. For account, voice or sign-in issues, these steps come first.
Common voice issues, try these first
- Make sure the remote is paired and the batteries are fresh. Voice needs the remote’s microphone.
- Confirm the Gemini is online. Home, Settings, Help, Troubleshooting, Run Network Diagnostics.
- Check the Google account. Home, Settings, Accounts and Sign-In. If you see a prompt to sign in again, follow it.
- Try saying “Hey Google” while holding the microphone button. If nothing happens, check mic permissions under Settings, Remotes and Accessories.
Gemini · LED status
What does the light on my Gemini mean?
Look at the small light on the front of your Gemini box and find it below.
Gemini · Factory reset
Factory reset your Gemini
A factory reset wipes the device and starts fresh. Use this only if other troubleshooting hasn’t worked.
Option A: hardware reset (easiest)
- Find the small red reset button on the side of the Gemini box.
- Press and hold it for 20 seconds.
- Release. The device restarts on its own; wait for it to fully boot.
- Repeat once more if the first reset didn’t take.
Option B: from the menu (if the picture works)
- Home, Settings, System, Restart/Reset, Factory Reset.
- Confirm and wait for the device to reset.
Full guide
Gemini · First-time setup
How to set up your Gemini
Watch this short walk-through to get your Gemini up and running.
Wi-Fi · Password
Find your Wi-Fi name and password
They’re printed on a sticker on the bottom of your router. Pick up the router and flip it over.
- Pick up your router and look at the bottom or back.
- Find the Wi-Fi Name (sometimes labeled SSID) and the Password (sometimes labeled WPA Key or Wireless Key).
- On your phone or laptop, open Wi-Fi settings and connect to that exact name.
- Type the password exactly as shown. It’s case-sensitive, and zeros and O’s look alike.
Phone · What’s wrong?
What kind of phone problem are you having?
Pick whichever fits best.
Phone · Troubleshoot
Let’s check the basics
Most phone issues come down to a loose cord or a base station that needs power-cycling. Walk through these in order.
1. Check the cords
- Power cord: make sure the phone base is plugged into a working outlet. The base usually has a small light; no light means no power.
- Phone line cord: find the thin cord from the back of the base to the wall jack. Push both ends in firmly until they click.
- If you have a cordless phone, make sure the handset is fully seated in the charging cradle for a few minutes before testing.
2. Power-cycle the phone base
- Unplug the base’s power cord from the wall.
- Wait 30 seconds.
- Plug it back in and wait 1 to 2 minutes.
- Pick up a handset and listen for a dial tone.
3. Try a different handset (if you have one)
- If you have several cordless handsets, try another. If only one works, the issue is that handset.
- If you have a corded backup phone, plug it straight into the wall jack to see whether the issue is the phone or the line.
Quick question
Out of curiosity, what did the trick?
This helps us know which fixes work best. One tap and you’re done.
Open a support ticket
Let’s get a tech on it
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