31
TM
Troubleshooting
Transcoding
The following symptoms could occur when trying to download
(transcode) a program from the HD-DVR to the GenieGO:
Content stuck “waiting to prepare”
∎
Verify HD-DVR connection to Internet.
∎
Verify GenieGO connection to MoCA.
∎
On the most advanced HD-DVR (e.g., HR44), run System
Test and troubleshoot for any errors.
∎
Verify GenieGO LEDs are blue.
∎
Verify MRV is operational (if applicable)
∎
Reboot router GenieGO, the client running the GenieGO app
and the HD-DVR.
∎
Try the same content on a different client.
∎
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.
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 download to the GenieGO is paused. This
will postpone the download process.
∎
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
