DirecTV GenieGO Gen 1 Installation Manual page 34

DIRECTV GenieGO
Out-of-Home Streaming
The following symptoms could occur when using Out-of-Home
Streaming:
error message: "Out-of-Home is not setup" (generic error
message)
Access point blocking access (security settings enabled on
∎
the network being used at that time).
error message: "Your DVr is currently busy and can't support
streaming at this time"
Verify an MRV session is not taking place (this includes
∎
streaming to another mobile device).
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 and codes:
PC:
Message: Your HD-DVR is currently busy and cannot support
∎
streaming. Please try again later. (8-72-0)
Others:
Message: Unable to Stream. Your HD-DVR is currently
∎
busy and cannot support streaming. Please try again later.
(HTTP/400)
Android transition from 4G to 3G or to other service can
∎
interrupt streaming and cause buffering and skipping
Cellular (Poor Bandwidth) can cause buffering and
∎
skipping
Troubleshooting
34 34
Streaming