Differences

This shows you the differences between two versions of the page.

--- troubleshooting:diagnostics [2021/01/27 03:04]
neds
+++ troubleshooting:diagnostics [2021/10/12 01:15] (current)
neds
@@ Line 3: / Line 3: @@
 <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 ===
+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">
-  - Go to the http://my.hdhomerun.com/ site
+Open the HDHomeRun app.
-  - Click your HDHomeRun's device ID
-<image shape="thumbnail">{{ :mydot001.png?direct&600|}}</image>
 </panel>
-<panel type="success" title="Step 2"><image shape="thumbnail">{{ :hdhrwhitebox_2.png?direct&300|}}</image>
+<panel type="success" title="Step 2">
-If it tells you that a firmware update is available, please [[:update|install it]]
+If it tells you that a firmware update is available, please [[:update|install it]].
 </panel>
-<panel type="success" title="Step 3"><image shape="thumbnail">{{ :mydot002.png?direct&600|}}</image>
+<panel type="success" title="Step 3">
-Click System Status
+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"><image shape="thumbnail">{{ :mydot004.png?direct&600|}}</image>
+<panel type="success" title="Step 4">
-Check the Send diagnostic information box
+Click on the gear icon in the top-right corner.
 </panel>
 <panel type="success" title="Step 5">
-Go back one page using your web browser's Back / <- button
+Enable the option for "Send diagnostic information".
 </panel>
-<panel type="success" title="Step 6"><image shape="thumbnail">{{ :mydot002.png?direct&600|}}</image>
+<panel type="success" title="Step 6">
-Click Channel Lineup
+Scroll up and select "Channels" on that same screen.
 </panel>
-<panel type="success" title="Step 7"><image shape="thumbnail">{{ :mydot005.png?direct&600|}}</image>
+<panel type="success" title="Step 7">
-Click Detect Channels
+Select "Scan channels" for each HDHomeRun device that is affected by your issue.
 </panel>
 <panel type="success" title="Step 8">
-If you have multiple devices, repeat this process for each of them
+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>
 \\

troubleshooting