Differences

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

--- troubleshooting:diagnostics [2019/07/08 03:13] – [Apps] neds
+++ troubleshooting:diagnostics [2021/10/12 01:15] (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
+=== 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.
+<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.
   - 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===
+</WRAP>
-  - Go to the http://my.hdhomerun.com/ site
+===== App/client diagnostics =====
-  - Click your HDHomeRun's device ID
+<WRAP indent>
-  - 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).
+  - 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
   - Reproduce the issue
@@ Line 36: / Line 66: @@
 ===iOS 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
   - Reproduce the issue
@@ Line 50: / Line 80: @@
 ===Windows 10/Xbox One app===
   - Open the HDHomeRun app
-  - Enter settings:
+  - 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.
-      - Xbox One - press the menu button on the controller/remote.
   - Enable Send diagnostic information
   - Reproduce the issue
+</WRAP>
 {{tag>troubleshooting}}

troubleshooting