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| troubleshooting:diagnostics [2021/01/27 03:05] – neds | troubleshooting: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 === |
| | 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"> | <panel type="success" title="Step 1"> |
| - Go to the http://my.hdhomerun.com/ site | Open the HDHomeRun app. |
| - Click your HDHomeRun's device ID | |
| <image shape="thumbnail">{{ :mydot001.png?direct&600|}}</image> | |
| </panel> | </panel> |
| <panel type="success" title="Step 2"> | <panel type="success" title="Step 2"> |
| If it tells you that a firmware update is available, please [[:update|install it]] | If it tells you that a firmware update is available, please [[:update|install it]]. |
| </panel> | </panel> |
| <panel type="success" title="Step 3"><image shape="thumbnail">{{ :mydot002.png?direct&600|}}</image> | <panel type="success" title="Step 3"> |
| Click System Status | 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> |
| <panel type="success" title="Step 4"><image shape="thumbnail">{{ :mydot004.png?direct&600|}}</image> | <panel type="success" title="Step 4"> |
| Check the Send diagnostic information box | Click on the gear icon in the top-right corner. |
| </panel> | </panel> |
| <panel type="success" title="Step 5"> | <panel type="success" title="Step 5"> |
| Go back one page using your web browser's Back ( <- ) button | Enable the option for "Send diagnostic information". |
| </panel> | </panel> |
| <panel type="success" title="Step 6"><image shape="thumbnail">{{ :mydot002.png?direct&600|}}</image> | <panel type="success" title="Step 6"> |
| Click Channel Lineup | Scroll up and select "Channels" on that same screen. |
| </panel> | </panel> |
| <panel type="success" title="Step 7"><image shape="thumbnail">{{ :mydot005.png?direct&600|}}</image> | <panel type="success" title="Step 7"> |
| Click Detect Channels | Select "Scan channels" for each HDHomeRun device that is affected by your issue. |
| </panel> | </panel> |
| <panel type="success" title="Step 8"> | <panel type="success" title="Step 8"> |
| If you have multiple devices, repeat this process for each of them | 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> | </panel> |
| \\ | \\ |