32
TM
Troubleshooting
Downloading
The following symptoms could occur when trying to download a
program from the GenieGO to the client (e.g., iPhone, PC):
Content stuck “waiting to download”
∎
Verify physical HDD space on the client.
∎
Verify client device is on the home network and has good
adequate wifi signal. (Verify the device is not switching
networks frequently).
∎
Force close and relaunch the client and try again.
∎
Restore client defaults and reactivate.
∎
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.
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 issues at the same place in the program where
poor audio/video quality was seen on GenieGO.
∎
Delete content and re-download.
∎
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
