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--- troubleshooting:communication_errors [2023/11/14 15:13] – [Guided support] nickk
+++ troubleshooting:communication_errors [2023/11/14 15:39] (current) – nickk
@@ Line 23: / Line 23: @@
 ===== Self-service troubleshooting =====
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-==== TV signals are demanding ====
+==== DVR record engine ====
 <WRAP indent>
-You might be asking why "only the HDHomeRun app isn't working" when your other internet streaming video apps appear to be fine. Over-the-air TV signals tend to be a lot more demanding for network bandwidth, and sensitive to network connection issues, compared to internet streaming services. Internet streaming services fully control their video streams, and can adapt them to drops in connections, different speeds, and can use more efficient video compression. Broadcast TV uses standards that were designed for over-the-air transmissions, with many transmissions still using older standards made back in the 1990s.
+The optional HDHomeRun DVR record engine for PC/Mac requires that the PC/Mac be connected to your home network with enough network bandwidth available to handle many high-bitrate video streams. It is recommended that the PC/Mac be connected to the network via Ethernet and not WiFi when configured to be a HDHomeRun DVR record engine.
-This doesn't make broadcast video impossible, and most customers won't even notice a difference, but it is important to note that broadcast video is very different from internet streaming services.
+To check if the HDHomeRun DVR record engine has been enabled on any PC/Mac computers launch the HDHomeRun app and go into Settings, Devices. Check for "HDHomeRun RECORD" entries to identify all HDHomeRun DVR record engines on your network. To disable the HDHomeRun record engine on a Windows PC run HDHomeRun Setup (if not present the Windows PC is not running the HDHomeRun DVR record engine). Go to the DVR tab and untick "Use this PC for recordings".
 </WRAP>
-==== Try a different network cable ====
+==== Power line adapters ====
 <WRAP indent>
-Sometimes the issue is as simple as trying a different ethernet cable between the HDHomeRun and your router (or network switch). You will also want to try using a different ethernet port on the router, as it is possible for specific ports on a router to develop issues. A bad network cable or port can still work, but at reduced bandwidth, or with occasional dropouts.
+Power line network adapters can be a great way to connect your HDHomeRun unit to your router in another room, while not having to run actual Ethernet wire. However if the power line network adapters are struggling with interference or under-performing it can cause a reduction in network bandwidth resulting in a communication error. Temporarily connecting the HDHomeRun and player device without using the power line path can rule out a power line adapter issue.
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 <WRAP indent>
 If your playback device is connected to a TV set directly, such as an HDMI-stick-like device (Fire TV stick, Roku, etc), you may need to use a short HDMI extension cable. TV sets have a lot of electronics inside, and they also have a big metal shield inside of them, that can mess with the stability of the WiFi connection. Even getting just 3 or 6 inches away from the TV can often make a significant difference in getting around that.
-</WRAP>
-==== Power line adapters ====
-<WRAP indent>
-"Power line" adapters can be a great way to connect your HDHomeRun unit to your router in another room, while not having to run actual ethernet wire. However, some models aren't built as well as others, and may even degrade with time. Temporarily connecting the HDHomeRun to your router using ethernet can be used to help rule out a power line adapter issue.
 </WRAP>

troubleshooting