DirecTV GenieGO Gen 1 Installation Manual page 28

DIRECTV GenieGO
TM
Symptom: Setup complete, but Out-of-Home still fails:
Note: Out-of-Home streaming can only be setup using a PC or
Mac.
Relaunch client and re-run test.
∎
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 cannot troubleshoot any
further.)
Have the customer verify the router has current firmware.
∎
Have the customer verify ISP is not blocking ports being
∎
used by GenieGO (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
∎
Technician escalates to ISS who escalates to Incident/
∎
Problem Management
Agents escalate to Incident/Problem Management
∎
Troubleshooting
28
Activation