DirecTV GenieGO Gen 1 Installation Manual Download Page 29

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Troubleshooting

DVR Management

The following errors or symptoms can occur after activation but
during normal operation:

error message: “There are no recordings at this time”

∎

Open GenieGO Client application and verify the HD-DVR is set
to “Enable DVR”.

∎

Possible issue with HD-DVR missing required plugins (attempt
double reboot).

∎

Reboot HD-DVR and wait for video to display then reboot
again.

∎

If these steps fail, escalate as follows:

∎

Before escalating, the following minimum information is
required:

∎

On GenieGO, go to Help and select Send Error Report

∎

GenieGO serial number

∎

User dotcom e-mail address

∎

Technician escalates to ISS who escalates to Incident/
Problem Management.

∎

Agents escalate to Incident/Problem Management.

error message: “No DVrs configured”

∎

Verify External device setting in HD-DVR Whole Home Sub
menu is set to “allow”.

∎

If these steps fail, escalate as follows:

∎

Before escalating, the following minimum information is
required:

∎

On GenieGO, go to Help and select

Send error

report

∎

GenieGO serial number

∎

User dotcom e-mail address

∎

Technician escalates to ISS who escalates to Incident/
Problem Management.

∎

Agents escalate to Incident/Problem Management.

DIRECTV

GenieGO

Summary of Contents for GenieGO Gen 1

Page 1: ...DIRECTV FIELD SERVICES TRAINING DIRECTV FIELD SERVICES TRAINING GenieGO Installation Guide Gen 1 Gen 2 ...

Page 2: ...n 8 Out of Home Streaming 13 Interacting with the Customer 14 Demonstrating GenieGO 14 Router Configuration 16 Things to Remember 21 Troubleshooting 22 Installation 22 Troubleshooting 23 Reset Button 23 Activation 24 DVR Management 29 Transcoding 31 Downloading 32 Streaming 33 2 GenieGO Agenda Table of Contents ...

Page 3: ...ardized DIRECTV EPS 10 external power supply used by other DIRECTV devices GenieGO Specifications common to both generations Has 16GB of Flash Memory available for processing video One external drive can be used on the GenieGO connected to the USB port The external drives must be USB 2 0 compliant The GenieGO will format the external drive s prior to use The user will be prompted to confirm before...

Page 4: ...or Out of Home streaming Multilple routers are not supported DIRECTV com account login username and password Compatible client s computer iPad iPhone etc The network supporting the GenieGO and the HD DVR should be at least 12 Mbps and 1 5 Mbps between the GenieGO and the Client when used for in home streaming Clients must be on the same home network as the GenieGO and the HD DVR for the In Home st...

Page 5: ...Framework version 4 0 available from Microsoft at no charge Windows Installer 4 5 GenieGO client software is 350 MB download time is based on customers network and ISP speed Check www directv com technology geniego for current compatibility specifications for the GenieGO MAC Video Card 32 MB minimum OS X v 10 7 and higher CPU 1 8 GHz or faster RAM 2 GB iOS iOS 5 0 and higher Android Operating Syst...

Page 6: ... the GenieGO complete the Update Amber Network Headend connection issue Internet connection issue Verify network connections Blinking Amber Network Headwend NS Communication Issue Internet connection issue Verify network connections Purple No HD DVRs detected Verify network connections and installation this includes GenieGO and HD DVRs Blue Normal Operation No action required Green Restoring facto...

Page 7: ...e Internet connection issue Verify network connections Amber Off Blinking Blue Network Head end Connection Issue Internet connection issue Verify network connections Amber Off Blue Network Head end NS Communication Issue Internet connection issue Verify network connections Amber Blue Off No HD DVRs detected Verify network connections and installation this includes GenieGO and HD DVRs Blue Blue Blu...

Page 8: ...ieGO confirms the proper connection 3 Verify connections If all connections were made correctly the following LED colors display on the GenieGO device The LED status light will flash blue during the bootup sequence Once the GenieGO has booted up and is ready the flashing blue light will turn to a steady blue The bootup process can take 2 3 minutes Firmware Update The GenieGO will always perform a ...

Page 9: ...nd Activation There are 2 connection types Type 1 preferred via MoCA GenieGO 2nd gen only Figure 1 With no DECA Figure 2 With DECA Type 2 via Ethernet cable to the Router Figure 3 Ethernet Cable to Router DIRECTV GenieGO ...

Page 10: ...now when they have successfully logged in 3 Once you have confirmed that the customer is logged in to their account walk the customer through the software download and installation process 4 If the customer prefers that you install the GenieGO software or asks you to assist in the installation then you must advise the customer to log in and enter their password on their own at every instance where...

Page 11: ...tivated without a PC or Mac Sign in 1 The sign in screen uses the same customer s login information when they set up their account on DIRECTV com The customer should enter their DIRECTV e mail and password and click Sign in 2 The customer is then prompted to name their device Click Add Device when complete 3 The GenieGO then proceeds through the activation sequence 4 The client initiates a search ...

Page 12: ...In Home Streaming In Home Streaming allows a selected program to be streamed to the GenieGO device and then played on the connected device as soon as it appears in the GenieGO playlist Streaming requires a program to be prepared however unlike preparing to download the streaming occurs instantly The streamed program will not be downloaded to the user s device s Streaming does not leave a copy of t...

Page 13: ... Make sure the router and network don t have any issues then select Try Again 2 Once Try Again is selected the ports are incremented and the configuration is attempted again 3 If the same failure screen appears you should call ISS and the customer should select the www directv com technology GenieGO link for further guidance Out of Home Streaming Once the Activation process completes the GenieGO t...

Page 14: ...omer how to select it to download to their PC Remember that short segment of programming I recorded back when I was showing you how your HD DVR records Well now let s see how that can be downloaded onto your computer with the GenieGO 2 Have the customer select the program from within the Poster or List view on the GenieGO application on their computer Okay there is the short segment that I recorde...

Page 15: ...on the HD DVR playlist every 30 seconds or so Now if I could have you go back to the Poster or List view and find that other recording I started back when I was showing you how to use your HD DVR recording functions Select it so we get the Program Details popup again 2 Have the customer select that recorded program to get to the Program Details popup and select Watch Now This time I m going to hav...

Page 16: ...e router make and model and make sure that the wizard contains instructions for manually reconfiguring that particular router Router Configuration 1 As either a part of a new installation or after the customer receives the Out of Home Streaming client update upon launching the GenieGO client they will be presented with a splash screen announcing the out of home streaming feature Here is the Out of...

Page 17: ... customer can always go back in and enable Out of Home Streaming at a later date Or if the customer prefers you can remove the GenieGO from the order and return it for the customer Interacting with the Customer Router Configuration 3 This next step is the router database download and router discovery this can take up to 10 seconds If the router is a known router type the wizard will attempt to con...

Page 18: ...te the GenieGO then begins testing the Out of Home Access Again this may take a few minutes Interacting with the Customer Router Configuration 5 If successful the following screen displays If everything passes you will get this screen You can now start using the Out of Home Streaming feature of your GenieGO DIRECTV GenieGO ...

Page 19: ...ted for the router s login information So it looks like the GenieGO couldn t identify or automatically configure your router This means we will have to manually set up your router Like we did with the software download I can do this for you but you will need to enter your login information when it asks for it Or you can do the steps yourself and I can help you out where you may have questions Inte...

Page 20: ...he www directv com technology GenieGO link This popup indicates that your GenieGO was not able to connect to your receiver for Out of Home Access Let s go take a look at your home network connections and make sure everything is correct Then let s click on Repeat Setup If that doesn t fix it we ll call Customer Service Interacting with the Customer Router Configuration DIRECTV GenieGO ...

Page 21: ...ustomer deletes a device for any reason they cannot add or reactivate that same device for 30 days Quick Tip The customer must have administrator rights to the PC or Mac that will be connected to the GenieGO At various points during the installation it may be necessary for the customer to gain access to programs that are behind this gateway Remember GenieGO allows customers to take programs from t...

Page 22: ...call Customer Care and request a replacement due to technician validated equipment failure Each GenieGO is tied to a customer s account via an outside headend server as soon as it is activated Only one GenieGO can be tied to an account at any given time The only way to sever the relationship of the existing unit from the customer s account requires manual intervention by a specialized Engineering ...

Page 23: ...d button to reset the GenieGO can resolve some issues that are pointed out in the Troubleshooting steps on the following pages These flow diagrams illustrate what a reset does depending on the length of time the button is depressed Reset Button ...

Page 24: ...are blue Verify the GenieGO Client device and HD DVRs are connected to the same network customer s home network and not a guest network or other local area network All of these devices should have the same IP scheme except the last set of number e g 192 168 1 xxx where the xxx will always be unique Try manually entering GenieGO serial number Customer may have advanced networking components or sett...

Page 25: ...ation 2 0 1 Other Message Unable To Activate Device You are missing one or more system requirements to activate your Device Please refer to the Quick Start Guide Owner s Manual or visit www directv com GenieGO for more information AR 1000 Error message There are no recordings at this time Playlist has not populated If this occurs after initially installing the GenieGO app it can take up to 10 minu...

Page 26: ...nician escalates to ISS who escalates to Incident Problem Management Agents escalate to Incident Problem Management Error message and codes PC Message Your DIRECTV GenieGO cannot access the playlist of one or more HD DVR receivers on your home network Please make sure that Share Playlist is set to Yes and External Access is set to allow in System Setup Whole Home or visit www directv com GenieGO f...

Page 27: ...has a router no hotspot or modem only setup Verify the customer does not have multiple routers in their network More than one router is not supported If the customer insists advanced instructions are offered on DIRECTV FAQs and DIRECTV will not troubleshoot any further Verify the router make model is listed in the wizard If not refer to DIRECTV com FAQs Have the customer verify the router has UPnP...

Page 28: ...on DIRECTV FAQs and DIRECTV cannot troubleshoot any further Have the customer verify the router has current firmware Have the customer verify ISP is not blocking ports being used by GenieGO canyouseeme org If these steps fail escalate as follows Before escalating the following minimum information is required On GenieGO go to Help and select Send Error Report GenieGO serial number User dotcom e mai...

Page 29: ...is required On GenieGO go to Help and select Send Error Report GenieGO serial number User dotcom e mail address Technician escalates to ISS who escalates to Incident Problem Management Agents escalate to Incident Problem Management Error message No DVRs configured Verify External device setting in HD DVR Whole Home Sub menu is set to allow If these steps fail escalate as follows Before escalating ...

Page 30: ...ion 8 54 0 Others Message HD DVR Error Your DIRECTV GenieGO cannot access one or more HD DVRs Please make sure that Share Playlist is set to Yes and External Access is set to allow in System Setup Whole Home 8 54 0 Error message Your DVR is currently busy and can t support streaming at this time Verify an MRV session is not taking place this includes streaming to another mobile device Reboot Genie...

Page 31: ...on is required On GenieGO go to Help and select Send Error Report GenieGO serial number User dotcom e mail address Technician escalates to ISS who escalates to Incident Problem Management Agents escalate to Incident Problem Management Content restarting or taking too long Possibly due to MRV stream or streaming to another GenieGO client while preparing took place When an MRV session starts a downl...

Page 32: ...escalates to ISS who escalates to Incident Problem Management Agents escalate to Incident Problem Management Quick Tip Content can only be downloaded to a client after being fully downloaded to the GenieGO from the HD DVR Quick Tip The GenieGO client must remain open not in Standby during this download step Poor Audio Video quality Verify the program recorded on the HD DVR does not have the same i...

Page 33: ...tes to ISS who escalates to Incident Problem Management Agents escalate to Incident Problem Management Error message Your DVR is currently busy and can t support streaming at this time Verify an MRV session is not taking place this includes streaming to another mobile device Reboot GenieGO GenieGO client and HD DVR Relaunch client and verify playlist is available Reattempt to stream If these steps...

Page 34: ...lows Before escalating the following minimum information is required On GenieGO go to Help and select Send Error Report GenieGO serial number User dotcom e mail address Technician escalates to ISS who escalates to Incident Problem Management Agents escalate to Incident Problem Management Error message and codes PC Message Your HD DVR is currently busy and cannot support streaming Please try again ...

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