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.

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.

Step 1

Open the HDHomeRun app.

Step 2

If it tells you that a firmware update is available, please install it.

Step 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.

Step 4

Click on the gear icon in the top-right corner.

Step 5

Enable the option for “Send diagnostic information”.

Step 6

Scroll up and select “Channels” on that same screen.

Step 7

Select “Scan channels” for each HDHomeRun device that is affected by your issue.

Step 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.

Step 9

When the scan is finished, go back to “Live TV”

Step 10

Watch a problem channel for at least 10 minutes

Step 11

Reply back to us with your “Device ID” and we will check the logs

Alternative instructions for Windows PCs

If you have not already done so, please install the latest HDHomeRun Software for Windows: https://download.silicondust.com/hdhomerun/hdhomerun_windows.exe
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.
Unplug the power from the HDHomeRun and plug it back in
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.
Click OK

Android app:

Open the HDHomeRun app
Go into the Recorded/Discover/Tasks screen and tap on the gear icon in the top right corner, which will open the settings screen.
- Alternative method if you cannot get to the settings screen: On touchscreen devices, three-finger tap the screen four times. On devices with a remote, press play/pause 13 times (on the Shield remote, a double tap of the volume area is play/pause, so tap that 26x).
Enable Send diagnostic information
Reproduce the issue

iOS app

Open the HDHomeRun app
Go into the Recorded/Discover/Tasks screen and tap on the gear icon in the top right corner
Enable Send diagnostic information
Reproduce the issue

Mac app

Open the HDHomeRun app
Click the HDHomeRun menu and select Preferences
Enable Send diagnostic information
Reproduce the issue

Windows 10/Xbox One app

Open the HDHomeRun app
Enter settings: Go into the Recorded/Discover/Tasks screen and select on the gear icon in the top right corner.
1. Windows 10 - move your mouse to the top-left corner and click on the hamburger stack icon that appears.
Enable Send diagnostic information
Reproduce the issue

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