Differences

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

--- troubleshooting:diagnostics [2019/06/27 06:42] – [Apps] neds
+++ troubleshooting:diagnostics [2026/07/08 21:49] (current) – neds
@@ Line 3: / Line 3: @@
 <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
+  - Open the HDHomeRun app.
+  - If it tells you that a firmware update is available, please [[:update|install it]].
+  - Press "Back" on your remote or press the menu button on the "action bar", so that you see the "Live/Recorded/Discover/Tasks" screen.
+  - Click on the gear icon in the top-right corner.
+  - Enable the option for "Send diagnostic information".
+  - Scroll up and select "Channels" on that same screen.
+  - Select "Scan channels" for each HDHomeRun device that is affected by your issue.
+  - 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.
+  - When the scan is finished, go back to "Live TV"
+  - Watch a problem channel for at least 10 minutes
+  - Reply back to us with your "Device ID" and we will check the logs
+\\
+=== 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.
   - Unplug the power from the HDHomeRun and plug it back in
@@ Line 14: / Line 31: @@
   - Click OK
+</WRAP>
-===Other platforms===
-  - Go to the http://my.hdhomerun.com/ site
-  - 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: ===
-  - 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).
-  - Enable Send diagnostic information
-  - Reproduce the issue
-\\
-===iOS app===
-  - Open the HDHomeRun app
-  - Tap play/pause 13 times to bring up the settings screen
-  - Enable Send diagnostic information
-  - Reproduce the issue
-\\
-===Mac app===
-  - Open the HDHomeRun app
-  - Click the HDHomeRun menu and select Preferences
-  - Enable Send diagnostic information
-  - Reproduce the issue
-\\
-===Windows 10/Xbox One 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.
-  - Enable Send diagnostic information
-  - Reproduce the issue
 {{tag>troubleshooting}}

troubleshooting