DirecTV GenieGO Gen 1 Installation Manual page 25

DIRECTV GenieGO
TM
error message: "Unable to add your device, missing one or more
system requirements"
∎ Verify LEDs are blue.
∎ Verify the GenieGO, Client device, and HD-DVRs are
connected to the same network.
∎ Verify the integrity of the installation and MoCA network
∎ On the most advanced HD-DVR (e.g., HR44) run System
Test and troubleshoot for any errors.
∎ Run Network Assistant using a PC or MAC (if any of the 6 green
network indicators are missing, follow existing troubleshooting).
If these steps fail:
∎
Technician escalates to ISS who escalates to Incident/
∎
Problem Management.
Agents escalate to Incident/Problem Management.
∎
Error message and codes:
PC:
Message: Unable to activate client, one or more requirements
∎
are missing to activate your device. Please retry or visit www.
directv.com/GenieGO for more information. (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)
error message: "There are no recordings at this time"
∎ Playlist has not populated. If this occurs after initially
installing the GenieGO app, it can take up to 10 minutes to
populate the playlist from all the HD-DVR's.
∎ Possible issue with HD-DVR missing required plugins
(attempt double reboot)
∎ Reboot HD-DVR and wait for video to display then reboot
again.
∎ HD-DVR may be hidden.
∎ Open GenieGO Client application and verify the HD-DVR
is set to enable DVr
Possible Software issue:
∎
Before escalating, the following minimum information is
∎
required:
On GenieGO, go to Help and select Send Error Report
∎
GenieGO serial number
∎
User dotcom e-mail address
∎
Technician escalates to ISS who escalates to Incident/
∎
Problem Management.
Agents escalate to Incident/Problem Management.
∎
Troubleshooting
25
Activation