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troubleshooting:diagnostics [2021/01/27 02:51] – nedstroubleshooting:diagnostics [2021/10/12 01:15] (current) – neds
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 <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> <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> <WRAP indent>
  
  
-=== Using a web browser === +=== 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]] +<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
  • Last modified: 2021/01/27 02:51