Differences

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--- troubleshooting:diagnostics [2019/06/13 00:33]
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+++ troubleshooting:diagnostics [2021/10/12 01:15] (current)
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 ====== Sending diagnostic information ======
+<btn type="success" size="xs" icon="fa fa-chevron-left">[[:Troubleshooting|Go back to all troubleshooting topics]]</btn>\\
+<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>
+===== General diagnostics =====
+<WRAP indent>
-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.
-===== HDHomeRun tuner =====
+=== 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.
-===Windows PC===
+<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 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.
   - Unplug the power from the HDHomeRun and plug it back in
@@ Line 15: / Line 52: @@
   - Click OK
+</WRAP>
-===Other platforms===
+===== App/client diagnostics =====
-  - Go to the http://my.hdhomerun.com/ site
+<WRAP indent>
-  - 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 =====
 === 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
+\\
 ===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
+\\
 ===Mac app===
@@ Line 50: / Line 76: @@
   - Enable Send diagnostic information
   - Reproduce the issue
+\\
 ===Windows 10/Xbox One app===
   - 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.
+  - 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