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troubleshooting:diagnostics [2019/06/27 06:42]
neds [Apps]
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>​
  
-===== HDHomeRun tuner =====+===== General diagnostics ​===== 
 +<WRAP indent>
  
-===Windows PC=== 
  
 +=== 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.
  
-  ​- 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+<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 Windowshttps://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
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   - Click OK   - 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: === === Android app: ===
   - Open the HDHomeRun 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   - Enable Send diagnostic information
   - Reproduce the issue   - Reproduce the issue
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 ===iOS app=== ===iOS app===
   - Open the HDHomeRun 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   - Enable Send diagnostic information
   - Reproduce the issue   - Reproduce the issue
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 ===Windows 10/Xbox One app=== ===Windows 10/Xbox One app===
   - Open the HDHomeRun app   - Open the HDHomeRun app
-  - On Windows 10move 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   - Enable Send diagnostic information
   - Reproduce the issue   - Reproduce the issue
 +
 +</​WRAP>​
  
 {{tag>​troubleshooting}} {{tag>​troubleshooting}}
  • Last modified: 2019/06/27 06:42