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troubleshooting:diagnostics [2019/06/16 12:27] neds |
troubleshooting:diagnostics [2021/10/12 01:15] neds |
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<lead>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.</lead> | <lead>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.</lead> | ||
- | ===== HDHomeRun tuner ===== | + | ===== General diagnostics ===== |
+ | <WRAP indent> | ||
- | ===Windows PC=== | ||
+ | === 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. | ||
- | - If you have not already done so, please install the latest HDHomeRun Software for Windows from https://forum.silicondust.com/forum/viewtopic.php?f=119&t=20613 | + | <panel type="success" title="Step 1"> |
+ | Open the HDHomeRun app. | ||
+ | </panel> | ||
+ | <panel type="success" title="Step 2"> | ||
+ | If it tells you that a firmware update is available, please [[:update|install it]]. | ||
+ | </panel> | ||
+ | <panel type="success" title="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. | ||
+ | </panel> | ||
+ | <panel type="success" title="Step 4"> | ||
+ | Click on the gear icon in the top-right corner. | ||
+ | </panel> | ||
+ | <panel type="success" title="Step 5"> | ||
+ | Enable the option for "Send diagnostic information". | ||
+ | </panel> | ||
+ | <panel type="success" title="Step 6"> | ||
+ | Scroll up and select "Channels" on that same screen. | ||
+ | </panel> | ||
+ | <panel type="success" title="Step 7"> | ||
+ | Select "Scan channels" for each HDHomeRun device that is affected by your issue. | ||
+ | </panel> | ||
+ | <panel type="success" title="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. | ||
+ | </panel> | ||
+ | <panel type="success" title="Step 9"> | ||
+ | When the scan is finished, go back to "Live TV" | ||
+ | </panel> | ||
+ | <panel type="success" title="Step 10"> | ||
+ | Watch a problem channel for at least 10 minutes | ||
+ | </panel> | ||
+ | <panel type="success" title="Step 11"> | ||
+ | Reply back to us with your "Device ID" and we will check the logs | ||
+ | </panel> | ||
+ | \\ | ||
+ | |||
+ | ===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. | - 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 | - Unplug the power from the HDHomeRun and plug it back in | ||
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- Click OK | - Click OK | ||
- | + | </WRAP> | |
- | ===Other platforms=== | + | ===== App/client diagnostics ===== |
- | - Go to the http://my.hdhomerun.com/ site | + | <WRAP indent> |
- | - Click your HDHomeRun's device ID | + | |
- | - If it tells you that a firmware update is available, please install it | + | |
- | - Click System Status | + | |
- | - Check the Send diagnostic information box | + | |
- | - Go back one page | + | |
- | - Click Channel Lineup | + | |
- | - Click Detect Channels | + | |
- | - If you have multiple devices, repeat this process for each of them | + | |
- | + | ||
- | + | ||
- | ===== Apps ===== | + | |
=== Android app: === | === Android app: === | ||
- | |||
- Open the HDHomeRun app | - Open the HDHomeRun app | ||
- | - 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). | + | - 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 | - Enable Send diagnostic information | ||
- Reproduce the issue | - Reproduce the issue | ||
+ | \\ | ||
===iOS app=== | ===iOS app=== | ||
- Open the HDHomeRun app | - Open the HDHomeRun app | ||
- | - Tap play/pause 13 times to bring up the settings screen | + | - Go into the Recorded/Discover/Tasks screen and tap on the gear icon in the top right corner |
- Enable Send diagnostic information | - Enable Send diagnostic information | ||
- Reproduce the issue | - Reproduce the issue | ||
+ | \\ | ||
===Mac app=== | ===Mac app=== | ||
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- Enable Send diagnostic information | - Enable Send diagnostic information | ||
- Reproduce the issue | - Reproduce the issue | ||
- | + | \\ | |
===Windows 10/Xbox One app=== | ===Windows 10/Xbox One app=== | ||
- Open the HDHomeRun app | - Open the HDHomeRun app | ||
- | - On Windows 10, move your mouse to the top-left corner and click on the hamburger stack icon that appears. On Xbox One, press the menu button on the controller/remote. | + | - Enter settings: Go into the Recorded/Discover/Tasks screen and select on the gear icon in the top right corner. |
+ | - Windows 10 - move your mouse to the top-left corner and click on the hamburger stack icon that appears. | ||
- Enable Send diagnostic information | - Enable Send diagnostic information | ||
- Reproduce the issue | - Reproduce the issue | ||
+ | |||
+ | </WRAP> | ||
{{tag>troubleshooting}} | {{tag>troubleshooting}} |