DirecTV GenieGO Gen 1 Installation Manual page 24

DIRECTV GenieGO
TM
Activation
Once GenieGO/GenieGO2 is displaying blue LED(s) "Normal
Operation" client software download (application installation) can
begin.
The following represent some symptoms that could be
experienced during client activation:
User login fails after launching client application for the first time.
Verify customer can log in to their DIRECTV online account
∎
using the client device itself, e.g. iPhone, Android, PC. (This
ensures the device is connected to the Internet and the
customer can log in to their account.)
Attempt to resolve by changing password on DIRECTV.com
∎
(possibly related to account credential mismatch).
If these steps fail:
∎
Technician escalates to ISS who escalates to Incident/
∎
Problem Management
Agents escalate to Incident/Problem Management
∎
Learn More
* The Network Assistant can be accessed via
Help>System Info>Diagnostic
error message: "Unable to activate. Your GenieGO cannot be
found"
∎ Verify LEDs are blue.
∎ Verify the GenieGO, Client device and HD-DVRs are
connected to the same network (customer's home network
and not a guest network or other local area network). All
of these devices should have the same IP scheme except
the last set of number, e.g. 192.168.1.xxx where the xxx will
always be unique.
∎ Try manually entering GenieGO serial number.
∎ Customer may have advanced networking components
or settings, i.e. switches or firewalls. If this is the case, the
customer will need to ensure GenieGO has access to all
HD-DVR's and DIRECTV backend systems by using the
Network Assistant.
Run Network Assistant* using a PC or MAC. If any of the
∎
6 green network indicators are missing, follow existing
troubleshooting.
Error message and codes:
PC:
Message: Unable to connect to a DIRECTV GenieGO
∎
device (5-33-0)
Other:
Message: Your DIRECTV GenieGO cannot be found on your
∎
home network. Please Try Again or visit www.directv.com/
GenieGO for more information. (8-27-0)
Troubleshooting
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Activation