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troubleshooting:diagnostics [2021/01/27 02:51] neds |
troubleshooting:diagnostics [2021/10/12 01:13] neds |
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- | === Using a web browser === | + | === General diagnostics === |
- | - Go to the http://my.hdhomerun.com/ site | + | 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. |
- | - Click your HDHomeRun's device ID | + | |
- | - If it tells you that a firmware update is available, please [[:update|install it]] | + | <panel type="success" title="Step 1"> |
- | - Click System Status | + | Open the HDHomeRun app. |
- | - Check the Send diagnostic information box | + | </panel> |
- | - Go back one page | + | <panel type="success" title="Step 2"> |
- | - Click Channel Lineup | + | If it tells you that a firmware update is available, please [[:update|install it]]. |
- | - Click Detect Channels | + | </panel> |
- | - If you have multiple devices, repeat this process for each of them | + | <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=== | ===Alternative instructions for Windows PCs=== | ||
- | - 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 | + | - 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 |