DirecTV GenieGO Gen 1 Installation Manual page 30

DIRECTV GenieGO
TM
error message: "GenieGO cannot see the playlist from one or
more of your DVrs"
∎ Verify External device setting in HD-DVR Whole Home Sub
menu is set to "allow".
∎ Verify HD-DVR is connected to same network.
∎ 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 DIRECTV GenieGO cannot access the playlist
∎
of one or more HD-DVR receivers on your home network.
Please make sure that Share Playlist is set to Yes and External
Access is set to allow in System Setup: Whole-Home or visit
www.directv.com/GenieGO for more information. (8-54-0)
Others:
Message: HD-DVR Error Your DIRECTV GenieGO cannot
∎
access one or more HD-DVRs. Please make sure that Share
Playlist is set to Yes and External Access is set to allow in
System Setup: Whole-Home. (8-54-0)
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.
∎ Reboot GenieGO.
∎ Relaunch client and verify playlist is available.
∎ Reattempt to stream.
∎ 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)
Troubleshooting
30
DVR Management