Differences

This shows you the differences between two versions of the page.

Link to this comparison view

Both sides previous revisionPrevious revision
Next revision		Previous revision
prime:faq [2019/06/16 12:23] – nedsprime:faq [2025/04/01 23:29] (current) – neds
Line 1: Line 1:
 ====== HDHomeRun PRIME FAQ ====== ====== HDHomeRun PRIME FAQ ======
-<btn type="success" size="xs" icon="fa fa-chevron-left">[[:PRIME|Go back to all HDHomeRun PRIME topics]]</btn>+<btn type="success" size="xs" icon="fa fa-chevron-left">[[:PRIME|Go back to all HDHomeRun PRIME topics]]</btn>\\ 
 +<btn type="success" size="xs" icon="fa fa-chevron-left">[[:FAQ|Go back to all FAQ listings]]</btn> 
  
 ==== Leftmost LED on HDHomeRun is blinking green ==== ==== Leftmost LED on HDHomeRun is blinking green ====
 +<WRAP indent>
  
 This indicates that the HDHomeRun has a network connection but is not getting an IP address from your router. Check to make sure that the DHCP function is enabled on your router, and that either the allowed devices/access control/MAC filtering function on the router is disabled, or that the HDHomeRun is on the allowed list. This indicates that the HDHomeRun has a network connection but is not getting an IP address from your router. Check to make sure that the DHCP function is enabled on your router, and that either the allowed devices/access control/MAC filtering function on the router is disabled, or that the HDHomeRun is on the allowed list.
  
 +</WRAP>
 ==== Second from left LED on HDHomeRun is blinking green ==== ==== Second from left LED on HDHomeRun is blinking green ====
 +<WRAP indent>
  
 This indicates that either the CableCARD is not initializing correctly, or is not getting an out of band connection. Check to make sure that signal is present on the cable line you are using. Also check the CableCARD Menu screen on the HDHomeRun PRIME’s web page and make sure that the card information is present, and that the Card Authentication shows “success”. If both of these are true, please do the following: This indicates that either the CableCARD is not initializing correctly, or is not getting an out of band connection. Check to make sure that signal is present on the cable line you are using. Also check the CableCARD Menu screen on the HDHomeRun PRIME’s web page and make sure that the card information is present, and that the Card Authentication shows “success”. If both of these are true, please do the following:
Line 19: Line 23:
   - Open a **[[:support ticket]]**. Make sure to include the 8 digit device ID for your HDHomeRun so our support personnel can review your diagnostic data. Note that you do not need to send any files, all information is sent automatically once the box is checked.   - Open a **[[:support ticket]]**. Make sure to include the 8 digit device ID for your HDHomeRun so our support personnel can review your diagnostic data. Note that you do not need to send any files, all information is sent automatically once the box is checked.
  
 +</WRAP>
 ==== Channel scan stops immediately with no channels found ==== ==== Channel scan stops immediately with no channels found ====
 +<WRAP indent>
  
 First, verify that the second LED from the left on the HDHomeRun is solid green. If not, follow the above steps. First, verify that the second LED from the left on the HDHomeRun is solid green. If not, follow the above steps.
Line 37: Line 42:
   - Open a **[[:support ticket]]**. Make sure to include the 8 digit device ID for your HDHomeRun so our support personnel can review your diagnostic data. Note that you do not need to send any files, all information is sent automatically once the box is checked.   - Open a **[[:support ticket]]**. Make sure to include the 8 digit device ID for your HDHomeRun so our support personnel can review your diagnostic data. Note that you do not need to send any files, all information is sent automatically once the box is checked.
  
 +</WRAP>
 ==== Some but not all expected channels are found in a scan ==== ==== Some but not all expected channels are found in a scan ====
 +<WRAP indent>
  
 Go to the web page for your HDHomeRun device (click on one of the tuner numbers on the Tuners tab in HDHomeRun Setup), then click on CableCARD Menu. Make sure that CableCARD Validation shows success. If it shows none, contact your cable provider, as the card must be validated in order for copy-protected channels to be received. Go to the web page for your HDHomeRun device (click on one of the tuner numbers on the Tuners tab in HDHomeRun Setup), then click on CableCARD Menu. Make sure that CableCARD Validation shows success. If it shows none, contact your cable provider, as the card must be validated in order for copy-protected channels to be received.
Line 51: Line 57:
   - Open a **[[:support ticket]]**. Make sure to include the 8 digit device ID for your HDHomeRun so our support personnel can review your diagnostic data. Note that you do not need to send any files, all information is sent automatically once the box is checked. Also include a few channel numbers that you should be receiving but are not.   - Open a **[[:support ticket]]**. Make sure to include the 8 digit device ID for your HDHomeRun so our support personnel can review your diagnostic data. Note that you do not need to send any files, all information is sent automatically once the box is checked. Also include a few channel numbers that you should be receiving but are not.
  
 +</WRAP>
 ==== CableCARD Validation shows none, but some encrypted channels are accessible ==== ==== CableCARD Validation shows none, but some encrypted channels are accessible ====
 +<WRAP indent>
  
 Card validation is entirely a function of the cable provider sending the correct message to the CableCARD. The most common cause of problems is simply typing in the wrong numbers. Ask the support representatives from your provider to read back the numbers entered in their system, and make sure they match what you see. Card validation is entirely a function of the cable provider sending the correct message to the CableCARD. The most common cause of problems is simply typing in the wrong numbers. Ask the support representatives from your provider to read back the numbers entered in their system, and make sure they match what you see.
Line 60: Line 67:
 If you are using a Cisco CableCARD, the host ID number must be entered into the cable provider’s system. One or more of the other numbers may also be needed, depending on the provider. If you are using a Cisco CableCARD, the host ID number must be entered into the cable provider’s system. One or more of the other numbers may also be needed, depending on the provider.
  
 +</WRAP>
 ==== Unable to access encrypted channels - Cisco CableCARD ==== ==== Unable to access encrypted channels - Cisco CableCARD ====
 +<WRAP indent>
  
 Go to the web page for your HDHomeRun device (click on one of the tuner numbers on the Tuners tab in HDHomeRun Setup), then click on CableCARD Menu. Make sure that CableCARD Validation shows success. If it shows none, contact your cable provider, as the card must be validated in order for copy-protected channels to be received. Go to the web page for your HDHomeRun device (click on one of the tuner numbers on the Tuners tab in HDHomeRun Setup), then click on CableCARD Menu. Make sure that CableCARD Validation shows success. If it shows none, contact your cable provider, as the card must be validated in order for copy-protected channels to be received.
Line 69: Line 77:
 If the card is validated and the log shows just a single line that says not-subscribed, then the card does not have the correct channel packages added to it. Contact your cable provider. If the card is validated and the log shows just a single line that says not-subscribed, then the card does not have the correct channel packages added to it. Contact your cable provider.
  
 +</WRAP>
 ==== Leftmost LED on HDHomeRun is solid red ==== ==== Leftmost LED on HDHomeRun is solid red ====
 +<WRAP indent>
  
 This indicates that the HDHomeRun does not have a network connection. Please try a different network cable and port on your switch/router. If the issue persists, please open a **[[:support ticket]]**. This indicates that the HDHomeRun does not have a network connection. Please try a different network cable and port on your switch/router. If the issue persists, please open a **[[:support ticket]]**.
  
 +</WRAP>
 ==== Middle of 3 tuner LEDs is blinking, no other LEDs lit ==== ==== Middle of 3 tuner LEDs is blinking, no other LEDs lit ====
 +<WRAP indent>
  
 This indicates a hardware issue with your HDHomeRun. Please open a **[[:support ticket]]**. This indicates a hardware issue with your HDHomeRun. Please open a **[[:support ticket]]**.
  
- +</WRAP>
 ==== CableCARD information is missing ==== ==== CableCARD information is missing ====
 +<WRAP indent>
  
 Go to the web page for your HDHomeRun device (click on one of the tuner numbers on the Tuners tab in HDHomeRun Setup), then click on CableCARD Menu. If the Card Manufacturer, Card Authentication, and Card Validation lines all show as none, this indicates that the CableCARD is not in a usable state. The most common cause of this would be if the card is not inserted correctly. The card should be inserted with the colored label facing up, and the 68 pin connector going in to the HDHomeRun. It will require a slight amount of force to seat the card in the socket. Approximately half an inch of the CableCARD will remain outside of the HDHomeRun when fully inserted. Go to the web page for your HDHomeRun device (click on one of the tuner numbers on the Tuners tab in HDHomeRun Setup), then click on CableCARD Menu. If the Card Manufacturer, Card Authentication, and Card Validation lines all show as none, this indicates that the CableCARD is not in a usable state. The most common cause of this would be if the card is not inserted correctly. The card should be inserted with the colored label facing up, and the 68 pin connector going in to the HDHomeRun. It will require a slight amount of force to seat the card in the socket. Approximately half an inch of the CableCARD will remain outside of the HDHomeRun when fully inserted.
Line 87: Line 97:
 If the card information is still missing and you have verified that the card is inserted correctly, try another CableCARD. If the card information is still missing and you have verified that the card is inserted correctly, try another CableCARD.
  
 +</WRAP>
 ==== 161-0 message displayed in logs ==== ==== 161-0 message displayed in logs ====
 +<WRAP indent>
  
 The logs may show 2 lines like this, particularly when working with the cable provider to get the CableCARD set up: The logs may show 2 lines like this, particularly when working with the cable provider to get the CableCARD set up:
Line 98: Line 109:
 This is not necessarily an error. This is simply how the CableCARD asks for itself to be rebooted, which is often necessary for changes made by the cable provider to take effect. You do not need to call your cable provider, as it is normal to see this when they are working with the card, or if a firmware update is done to the card. This is not necessarily an error. This is simply how the CableCARD asks for itself to be rebooted, which is often necessary for changes made by the cable provider to take effect. You do not need to call your cable provider, as it is normal to see this when they are working with the card, or if a firmware update is done to the card.
  
 +</WRAP>
 ==== invalid session 0xDEAD message displayed in logs ==== ==== invalid session 0xDEAD message displayed in logs ====
 +<WRAP indent>
  
 When using a Cisco CableCARD, you may see a message in the logs saying: When using a Cisco CableCARD, you may see a message in the logs saying:
Line 107: Line 119:
 This is completely normal. Cisco cards are designed to do this when they first boot up. It does not indicate any kind of problem. Simply disregard the message. This is completely normal. Cisco cards are designed to do this when they first boot up. It does not indicate any kind of problem. Simply disregard the message.
  
 +</WRAP>
 +
 +{{tag>troubleshooting faq}}
  • Last modified: 2019/06/16 12:23