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--- troubleshooting:diagnostics [2021/01/27 02:51]
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+++ troubleshooting:diagnostics [2021/10/12 01:15] (current)
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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>
-===== Tuner diagnostics =====
+===== General diagnostics =====
 <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===
-  - 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

troubleshooting