Troubleshooting communication errors

Let's get some important diagnostic data that will help our technicians troubleshoot the issue:

1. In a web browser go to http://hdhomerun.local
   NOTE: That address will go do the first HDHomeRun device found on your network. If you have more than one HDHomeRun device, use the “device ID” printed on the bottom of the unit instead of “hdhomerun” in the address. For example, if your device ID was 104FFFFF then you would go to http://104fffff.local
2. If it tells you that a firmware update is available, please install it
3. Click “System Menu”
4. Check the “Send diagnostic information” box (if this box is already checked, please un-check then re-check it)
5. Go back one page
6. Click “Channel Lineup”
7. Click on “Detect Channels”
8. After the scan finishes, open the HDHomeRun app
9. Go into the app settings: the gear icon in the top right corner of the “Live/Recorded/Discover/Tasks” page
10. Enable the option to “Send diagnostic information”
11. Watch a problem channel for at least 10 minutes or until you receive the error message
12. Open a support ticket here: https://www.silicondust.com/support/trouble-ticket/
13. In your trouble ticket provide us the device ID of your HDHomeRun and we will check the logs. You can find the device ID on a label on the bottom of the HDHomeRun itself or on the http://hdhomerun.local page.

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.

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.

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.

While the HDHomeRun hardware will connect to your home network/router using an ethernet connection, all WiFi connections to playback devices will happen over your router's WiFi radio. Even if a WiFi connection had previously been “good enough”, additional WiFi traffic (neighbor's WiFi, additional WiFi devices, etc) can impact the connection's performance. On paper an 802.11n (AKA Wireless-N or WiFi 4) should be good enough for most HD-broadcasts, but if you have issues you should think about upgrading to at least 802.11ac (WiFi 5) or 802.11ax (WiFi 6).

Notes about mesh networks

Notes about HDMI sticks and using an HDMI extender to get past the metal in the TV

Notes about powerline adapter issues

Notes about DVR storage issues. Could be NAS/PC network connection, or USB drive is causing FLEX to reboot, etc.

Describe the HDHomeRun packet loss tool network packet loss