DirecTV GenieGO Gen 1 Installation Manual page 29

DIRECTV GenieGO
TM
The following errors or symptoms can occur after activation but
during normal operation:
error message: "There are no recordings at this time"
Open GenieGO Client application and verify the HD-DVR is set
∎
to "Enable DVR".
Possible issue with HD-DVR missing required plugins (attempt
∎
double reboot).
Reboot HD-DVR and wait for video to display then reboot
∎
again.
If these steps fail, escalate as follows:
∎
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.
∎
error message: "No DVrs configured"
∎ Verify External device setting in HD-DVR Whole Home Sub
menu is set to "allow".
∎ If these steps fail, escalate as follows:
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
29
DVR Management