DirecTV GenieGO Gen 1 Installation Manual page 27

DIRECTV GenieGO
TM
The following are symptoms that could be encountered during
the setup of Once Out-of-Home:
error message: "router could not be found"
Verify the client is on the same network as the GenieGO and
∎
HD-DVR's.
Verify the correct router is selected in the dropdown list and
∎
reattempt.
Verify the customer has only one router.
∎
Attempt to use the online tool to manually configure the
∎
router.
The customer can verify the proper router ports are open for
∎
GenieGO by using canyouseeme.org.
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
∎
If these steps fail, escalate as follows:
∎
Technician escalates to ISS who escalates to Incident/
∎
Problem Management
Agents escalate to Incident/Problem Management
∎
error message: 'Out-of-Home failed to setup'
∎ Verify the client is on the same network as the GenieGO and
HD-DVR's.
∎ Verify the customer has a router (no hotspot or modem only
setup).
∎ 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 will not troubleshoot any
further.)
∎ Verify the router make/model is listed in the wizard (If not,
refer to DIRECTV.com FAQs).
Have the customer verify the router has UPnP enabled.
∎
Have the customer verify the router has current firmware.
∎
Have the customer verify ISP is not blocking ports being
∎
used by GenieGO (canyouseeme.org).
Verify Internet Explorer has JavaScript enabled (if using
∎
Internet Explorer).
Apple routers only: Have the customer verify NAT PMP is
∎
enabled. Customer must download Airport Utility if they are
using a PC.
Before escalating, power cycle the router and reset the
∎
GenieGO and client being used to configure GenieGO.
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
27
Activation