Differences

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

--- troubleshooting:diagnostics [2020/04/05 00:01] – 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>
-===== Tuner diagnostics =====
+===== 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 [[:update|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
-</WRAP>
-===== App/client diagnostics =====
-<WRAP indent>
-=== Android app: ===
+  - Open the HDHomeRun app.
-  - Open the HDHomeRun app
+  - If it tells you that a firmware update is available, please [[:update|install it]].
-  - Go into the Recorded/Discover/Tasks screen and tap on the gear icon in the top right corner, which will open the settings screen.
+  - Press "Back" on your remote or press the menu button on the "action bar", so that you see the "Live/Recorded/Discover/Tasks" 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).
+  - Click on the gear icon in the top-right corner.
-  - Enable Send diagnostic information
+  - Enable the option for "Send diagnostic information".
-  - Reproduce the issue
+  - 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
 \\
-===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
-  - Go into the Recorded/Discover/Tasks screen and tap on the gear icon in the top right corner
+  - 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===
-  - Open the HDHomeRun app
-  - 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
-  - Reproduce the issue
 </WRAP>
 {{tag>troubleshooting}}

troubleshooting