Differences

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--- troubleshooting:diagnostics [2019/06/27 06:43] – [HDHomeRun tuner] 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===
-  - 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
-  - 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
-  - After the powerup sequence finishes, click “Scan” on the Digital Antenna, Digital Cable, or CableCARD tab, as appropriate. If you have multiple devices that are affected, run the scan on each of them.
-  - Click OK
-\\
-===Other platforms===
+=== Getting diagnostics using the app ===
-  - 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 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 =====
+  - Open the HDHomeRun app.
+  - If it tells you that a firmware update is available, please [[:update|install it]].
-=== Android app: ===
+  - Press "Back" on your remote or press the menu button on the "action bar", so that you see the "Live/Recorded/Discover/Tasks" screen.
-  - Open the HDHomeRun app
+  - Click on the gear icon in the top-right corner.
-  - 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 the option for "Send diagnostic information".
-  - Enable Send diagnostic information
+  - Scroll up and select "Channels" on that same screen.
-  - Reproduce the issue
+  - 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
 \\
-===iOS app===
+=== Alternative instructions for Windows PCs ===
-  - Open the HDHomeRun app
+  - If you have not already done so, please install the latest HDHomeRun Software for Windows: https://download.silicondust.com/hdhomerun/hdhomerun_windows.exe
-  - Tap play/pause 13 times to bring up the settings screen
+  - 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.
-  - Enable Send diagnostic information
+  - Unplug the power from the HDHomeRun and plug it back in
-  - Reproduce the issue
+  - After the powerup sequence finishes, click “Scan” on the Digital Antenna, Digital Cable, or CableCARD tab, as appropriate. If you have multiple devices that are affected, run the scan on each of them.
-\\
+  - Click OK
-===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===
+</WRAP>
-  - 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