Differences

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--- troubleshooting:reception_issues [2023/11/12 23:07] – neds
+++ troubleshooting:reception_issues [2023/11/16 07:17] (current) – [Self-service troubleshooting] neds
@@ Line 1: / Line 1: @@
 ====== Troubleshooting reception issues ======
 <btn type="success" size="xs" icon="fa fa-chevron-left">[[:Troubleshooting|Go back to all troubleshooting topics]]</btn>\\
-<lead>Intro text about reception issues</lead>
+<lead>Reception issues are the most common kind of issue when it comes receiving television signals. Any TV tuner is only as good as the reception it can receive. Choosing the right antenna, aiming it, eliminating local RF interference, and more, can be vital to receiving good TV reception.</lead>
 ===== Guided support =====
 <WRAP indent>
-Creating a support ticket so we can help
+Most customers will want to open a support ticket with one of Silicondust's technical support specialists. We can help troubleshoot your specific set up and find solutions to improve reception issues, and/or any other issues you might be having involving the HDHomeRun.
+==== Enable debug logs ====
+<WRAP indent>
+Let's get some important diagnostic data that will help our technicians troubleshoot the issue:
+  - In a web browser go to **http://hdhomerun.local** \\ <wrap tip>NOTE: That address will go do the first HDHomeRun device found on your network. If you have more than one HDHomeRun device, use the "device ID" printed on the bottom of the unit instead of "hdhomerun" in the address. For example, if your device ID was 104FFFFF then you would go to http://104fffff.local</wrap>
+  - If it tells you that a firmware update is available, please [[:update|install it]]
+  - Click **"System Menu"**
+  - Check the **"Send diagnostic information"** box (if this box is already checked, please un-check then re-check it)
+  - Go back one page
+  - Click **"Channel Lineup"**
+  - Click on **"Detect Channels"**
+  - After the scan finishes, open the HDHomeRun app
+  - Go into the app settings: the gear icon in the top right corner of the "Live/Recorded/Discover/Tasks" page
+  - Enable the option to **"Send diagnostic information"**
+  - Watch a problem channel for at least 10 minutes if possible
+  - Open a support ticket here: **https://www.silicondust.com/support/trouble-ticket/**
+  - In your trouble ticket provide us the **device ID** of your HDHomeRun and we will check the logs. You can find the device ID on a label on the bottom of the HDHomeRun itself or on the http://hdhomerun.local page.
+</WRAP>
 </WRAP>
-===== Common issues =====
+===== Self-service troubleshooting =====
 <WRAP indent>
-==== Antenna selection ====
+==== Antenna type and positioning ====
 <WRAP indent>
-section text
+What kind of antenna you need and where to place it are the first steps to making sure you get good reception. Check out these websites for understanding what stations are in your area, where they are in your area, how hard they are to receive, and what kind of antenna you might need to select:
+=== US/North American guides ===
+<WRAP indent>
+== Channels in your area ==
+<WRAP indent>
+  * https://www.rabbitears.info/searchmap.php
+  * https://www.antennaweb.org
+  * https://www.fcc.gov/reports-research/maps/dtv-maps/
 </WRAP>
-==== LTE interference ====
+== Antenna selection ==
 <WRAP indent>
-section text
+  * [[https://www.channelmaster.com/pages/antenna-selection-guide|Channel Master]]
+  * [[https://www.antennasdirect.com/transmitter-locator.html|Antennas Direct]]
+  * [[https://antopusa.com/learn-more/antenna-selection-guide/|Antop]]
+  * [[https://www.rcaantennas.net/antenna-finder/|RCA]]
+</WRAP>
+== Individual consultations ==
+<WRAP indent>
+  * [[http://www.antennamanpa.com/antenna-recommendations.html|Antenna Man Consultation Services]]
+</WRAP>
+</WRAP>
+</WRAP>
+==== LTE/5G phone interference ====
+<WRAP indent>
+Cellphone signals use radio frequencies that are right next to the frequencies used for TV broadcasts, and are often coming from towers that are much closer and stronger, causing interference. A simple "LTE filter" (608Mhz and higher for North America) can be used to prevent those signals from reaching your HDHomeRun. SiliconDust even offers their own LTE filter option for sale in the US: **[[https://www.amazon.com/SiliconDust-LPF-608M-Filter-Antennas-Standard/dp/B08QDWP43V|SiliconDust LPF-608M LTE Filter for TV Antennas]]**
 </WRAP>
 ==== Over amplification ====
 <WRAP indent>
-section text
+A lot of cheaper antennas will use signal amplifiers to try and claim better reception performance. These cheap amplifiers can often amplify interference, cause interference, and/or simply overwhelm the HDHomeRun's internal circuitry. If your antenna allows for it, try bypassing the signal amplifier. If the signal amplifier is built into the antenna itself, try using a coaxial RF attenuator (or even an LTE filter) to help "tamp down" the signal and prevent it from overwhelming the HDHomeRun.
+Note that some TVs may work fine with an overly amplified signal, since they only have a single tuner inside. The HDHomeRun is different because it has multiple tuners, so the signal must pass through a small internal splitter first. This internal splitter is what can be overwhelmed by an over-amplified antenna signal.
 </WRAP>
-==== section title ====
+==== Other RF interference ====
 <WRAP indent>
-section text
+Is the HDHomeRun in close proximity to any other electronic devices, particularly anything else that works with RF like a cable modem, wireless router, cordless phone, cell phone/tablet/hotspot, baby monitor, etc.? Or anything that generates impulse noise like a fluorescent light, dimmer switch, or fan/motor/compressor? If so, try moving it at least 2-3 feet away from such objects and see if that improves things.
 </WRAP>
 </WRAP>
 {{tag>troubleshooting}}

troubleshooting