33
TM
Troubleshooting
Streaming
In Home Streaming
The following symptoms could occur during In Home Streaming
(the streaming of a program recorded on an HD-DVR when the
client is on the home network):
Poor audio/Video quality
∎
Verify the program recorded on the HD-DVR does not have
the same issues at the same place in the program where
poor audio/video quality was seen on GenieGO.
∎
Verify client device has adequate wifi signal. (Verify the
device is not switching networks frequently.)
∎
Verify content can playback on HD-DVR. (attempt MRV
stream if possible).
∎
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: “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 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 and codes:
PC:
∎
Message: Your HD-DVR is currently busy and cannot support
streaming. Please try again later. (8-72-0)
Others:
∎
Message: Unable to Stream. Your HD-DVR is currently
busy and cannot support streaming. Please try again later.
(HTTP/400)
DIRECTV
GenieGO
