Related Manuals for DirecTV GenieGO Gen 1
Summary of Contents for DirecTV GenieGO Gen 1
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Page 1: Gen
GenieGO Installation Guide DIRECTV FIELD SERVICES TRAINING D I R E C T V F I E L D S E R V I C E S T R A I N I N G Gen 1 Gen 2... -
Page 2: Table Of Contents
Agenda / Table of Contents GenieGO Comparison of Generations Installation Requirements LED Table Gen 2 � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � Gen 1 �... -
Page 3: Comparison Of Generations
LEDs and the rear panel connections. GenieGO Gen 2 Specifications Has a built in MoCA interface, making it capable of ∎ connecting to the customer’s DIRECTV MoCA network (preferred connection) Table 1. GenieGO Differences Uses the standardized DIRECTV EPS-10 external power ∎... -
Page 4: Installation Requirements
DIRECTV.com account login (username and password) ∎ Compatible client(s) (computer, iPad, iPhone etc.) ∎ DIRECTV customers will need to meet the following minimum The network supporting the GenieGO and the HD-DVR ∎ requirements in order to use GenieGO: should be at least 12 Mbps and 1.5 Mbps between the DIRECTV Model HR2x/R22, HR34 and/or HR44 HD-DVR ∎... - Page 5 Installation Requirements DIRECTV GenieGO Compatible Devices Video Card: 32 MB minimum ∎ Check www.directv.com/technology/geniego for current OS X v.10.7 and higher ∎ compatibility specifications for the GenieGO. CPU: 1.8 GHz or faster ∎ RAM: 2 GB ∎ The following is a list of hardware requirements the GenieGO must have to operate normally: iOS 5.0 and higher...
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Page 6: Led Table
LED Table DIRECTV GenieGO Gen 2 GenieGO (gen 2) LED Table GenieGO Gen2 Issue Action Single LED No Power Check the power connection� Slow Blinking blue Bootup sequence This is the bootup sequence� No action required� Fast Blinking blue Bootup sequence This is the bootup sequence�... - Page 7 LED Table DIRECTV GenieGO Gen 1 GenieGO (gen 1) LED Table GenieGO Gen1 Issue Action Status LED Network LED Activity LED No Power Check the power connection� Blue Blue Firmware update Possible firmware update. Let the GenieGO complete the update.
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Page 8: Installation And Activation
DIRECTV System Connection Sequence 3. Verify connections. If all connections were made correctly, When installing a GenieGO on a new DIRECTV install, connect the following LED colors display on the GenieGO device: and activate all HD-DVRs first. Make sure all HD-DVRs are The LED status light will flash blue during the bootup ∎... - Page 9 DIRECTV GenieGO Installation and Activation There are 2 connection types: Type 2 – via Ethernet cable to the Router ∎ Type 1 (preferred) – via MoCA (GenieGO 2nd gen only) ∎ FiGUre 3. Ethernet Cable to Router FiGUre 1. With no DECA FiGUre 2.
- Page 10 This is part of the GenieGO PC Client application installation. 2. Ask the customer to log in to their account at DIRECTV.com During the PC Client application installation, you or the on their computer (PC or Mac only), and advise the customer...
- Page 11 1. The sign-in screen uses the same customer’s login 10. Once the installation is complete, you can move on to the information when they set up their account on DIRECTV. Activation process. com. The customer should enter their DIRECTV e-mail and password and click Sign in.
- Page 12 Installation and Activation DIRECTV GenieGO Step 5: GenieGO HD-DVR Search Using the GenieGO GenieGO is easy to use following four simple steps: Once the system finds the GenieGO device, the client is 1. Open the application on your computer or mobile device activated and the GenieGO is registered.
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Page 13: Out-Of-Home Streaming
PC or Mac, the other mobile clients will direct the user to the manual configuration tool on the directv. 1. Read through and follow the onscreen instructions. Make com website. -
Page 14: Interacting With The Customer
DIRECTV GenieGO Interacting with the Customer 14 14 Demonstrating GenieGO GenieGO Demonstration Generally, it is recommended you educate the customer on the major functionality of the GenieGO itself – the Sync and GO (transcode/download) function and the Streaming function. When you are demonstrating the HD-DVR functionality to the customer, think ahead to demonstrating their new GenieGO features;... - Page 15 DIRECTV GenieGO Interacting with the Customer 15 15 Demonstrating GenieGO GenieGO Demonstration, cont’d As the short program starts to download, go to the second recording and show the customer how they can select Watch Now to stream the content – even while it is still recording. Explain that as soon as the first program is downloaded to the computer, it will be available for viewing on their client, but that the content that they selected to stream will not be “moved”...
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Page 16: Router Configuration
DIRECTV GenieGO Interacting with the Customer 16 16 Router Configuration Out-of-Home Streaming requires an open port on the customers wireless router. You will need to be sure to ask the customer to read the disclaimer and select Start Setup if they would like to have you proceed with enabling the Out-of-Home Streaming function. You should never approve this configuration for the customer. - Page 17 DIRECTV GenieGO Interacting with the Customer 17 17 Router Configuration Ask the customer to log in to their router with their SSID and password. Again, never watch as the customer enters this information. Once logged in, reconfigure the settings so that the feature can be enabled. If on any occasion the router is not supported by the...
- Page 18 DIRECTV GenieGO Interacting with the Customer 18 18 Router Configuration 4. If the router is identified, the automatic setup process continues to “testing remote access.”, “Once the setup is complete the GenieGO then begins testing the Out-of-Home Access. Again, this may take a few minutes.”...
- Page 19 DIRECTV GenieGO Interacting with the Customer 19 19 Router Configuration 6. If the setup fails for any reason, the appropriate screen should appear. For example, if the router cannot be identified or the router cannot be automatically configured, the customer will be presented with a list of routers to choose from and will be prompted for the router’s login information.
- Page 20 DIRECTV GenieGO Interacting with the Customer 20 20 Router Configuration 7. Instructions for resolving the issue will be included in the popup. If, after several retries, you and/or the customer are unable to resolve the issue, the customer should select the www.directv.com/technology/GenieGO...
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Page 21: Things To Remember
Things to Remember DIRECTV GenieGO Things to Remember Here are some things to keep in mind when installing the GenieGO. Learn More Quick Tip The customer must have administrator rights to the PC or Mac If a customer deletes a device for any reason, they cannot add or reactivate that same device for 30 days. -
Page 22: Troubleshooting
If it is determined through the troubleshooting steps that HD-DVR must be connected to the same network as GenieGO. ■ The customer must have a Directv.com login (username and a GenieGO is defective and requires replacement, you should instruct ■... -
Page 23: Troubleshooting
Troubleshooting GenieGO Reset Button Pressing the red button to reset the GenieGO can resolve some issues that are pointed out in the Troubleshooting steps on the following pages. These flow diagrams illustrate what a reset does depending on the length of time the button is depressed. - Page 24 User login fails after launching client application for the first time. the last set of number, e.g. 192.168.1.xxx where the xxx will always be unique. Verify customer can log in to their DIRECTV online account ∎ ∎ Try manually entering GenieGO serial number.
- Page 25 (2-0-1) Other: Message: Unable To Activate Device. You are missing one or ∎ more system requirements to activate your Device. Please refer to the Quick Start Guide, Owner’s Manual, or visit www.directv. com/GenieGO for more information. (AR/1000)
- Page 26 ∎ Verify external access set to allow on all HD-DVR’s ∎ Close and relaunch application. Message: Your DIRECTV GenieGO cannot access the ∎ ∎ Uninstall application or restore application to defaults and playlist of one or more HD-DVR receivers on your home reactivate client.
- Page 27 (More than one router is not supported. If the reattempt. customer insists, advanced instructions are offered on Verify the customer has only one router. ∎ DIRECTV FAQs, and DIRECTV will not troubleshoot any Attempt to use the online tool to manually configure the ∎ further.) router.
- Page 28 Verify the customer does not have multiple routers in their ∎ network. (More than one router is not supported. If the customer insists, advanced instructions are offered on DIRECTV FAQs and DIRECTV cannot troubleshoot any further.) Have the customer verify the router has current firmware. ∎...
- Page 29 Troubleshooting DIRECTV GenieGO DVR Management The following errors or symptoms can occur after activation but error message: “No DVrs configured” during normal operation: ∎ Verify External device setting in HD-DVR Whole Home Sub error message: “There are no recordings at this time”...
- Page 30 Agents escalate to Incident/Problem Management. ∎ Error message and codes: Message: Your DIRECTV GenieGO cannot access the playlist ∎ of one or more HD-DVR receivers on your home network. Please make sure that Share Playlist is set to Yes and External...
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Page 31: Transcoding
Troubleshooting DIRECTV GenieGO Transcoding The following symptoms could occur when trying to download Content restarting or taking too long (transcode) a program from the HD-DVR to the GenieGO: ∎ Possibly due to MRV stream or streaming to another Content stuck “waiting to prepare”... -
Page 32: Downloading
Troubleshooting DIRECTV GenieGO Downloading The following symptoms could occur when trying to download a Poor audio/Video quality program from the GenieGO to the client (e.g., iPhone, PC): ∎ Verify the program recorded on the HD-DVR does not have the same issues at the same place in the program where Quick Tip poor audio/video quality was seen on GenieGO. -
Page 33: Streaming
Troubleshooting DIRECTV GenieGO Streaming In Home Streaming error message: “Your DVr is currently busy and can’t support streaming at this time” The following symptoms could occur during In Home Streaming (the streaming of a program recorded on an HD-DVR when the ∎... - Page 34 Troubleshooting DIRECTV GenieGO 34 34 Streaming Out-of-Home Streaming Others: The following symptoms could occur when using Out-of-Home Message: Unable to Stream. Your HD-DVR is currently ∎ Streaming: busy and cannot support streaming. Please try again later. (HTTP/400) error message: “Out-of-Home is not setup” (generic error...