Sending diagnostic information

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When reporting your issue, make sure to include the Device ID for your HDHomeRun and the date/time you reproduced the issue, and the affected channel number, if appropriate. You can find your Device ID printed on the bottom of your HDHomeRun tuner.

General diagnostics

Getting diagnostics using the app

To enable diagnostics, you will use the HDHomeRun app for one of the following platforms: Windows, Mac OS, Android, Fire OS/TV, iOS/iPadOS, or LG/Web OS.

  1. Open the HDHomeRun app.
  2. If it tells you that a firmware update is available, please install it.
  3. Press “Back” on your remote or press the menu button on the “action bar”, so that you see the “Live/Recorded/Discover/Tasks” screen.
  4. Click on the gear icon in the top-right corner.
  5. Enable the option for “Send diagnostic information”.
  6. Scroll up and select “Channels” on that same screen.
  7. Select “Scan channels” for each HDHomeRun device that is affected by your issue.
  8. Note the “Device ID” for at least one of your HDHomeRun devices. This is the 8 digit ID that is under the product name on the “Channels” screen.
  9. When the scan is finished, go back to “Live TV”
  10. Watch a problem channel for at least 10 minutes
  11. Reply back to us with your “Device ID” and we will check the logs


Alternative instructions for Windows PCs

  1. If you have not already done so, please install the latest HDHomeRun Software for Windows: https://download.silicondust.com/hdhomerun/hdhomerun_windows.exe
  2. Run HDHomeRun Setup, enable “Send diagnostic information…” on the Advanced tab and click Apply. If you do not have an Advanced tab, close HDHomeRun Setup and reopen it.
  3. Unplug the power from the HDHomeRun and plug it back in
  4. After the powerup sequence finishes, click “Scan” on the Digital Antenna, Digital Cable, or CableCARD tab, as appropriate. If you have multiple devices that are affected, run the scan on each of them.
  5. Click OK