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troubleshooting:diagnostics [2019/11/20 20:26]
neds [App/client diagnostics]
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>
  
-===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+=== 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">​ 
 +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
   - 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.   - 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   - Click OK
-\\ 
- 
-===Other platforms=== 
-  - Go to the http://​my.hdhomerun.com/​ site 
-  - 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 
  
 </​WRAP>​ </​WRAP>​
  • Last modified: 2019/11/20 20:26