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troubleshooting:diagnostics [2021/01/27 02:52] 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 === |
| - | - 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> | ||
| \\ | \\ | ||