Downloading - DirecTV GenieGO Gen 1 Installation Manual

DIRECTV GenieGO
TM
The following symptoms could occur when trying to download a
program from the GenieGO to the client (e.g., iPhone, PC):
Quick Tip
Content can only be downloaded to a client after being fully
downloaded to the GenieGO from the HD-DVR.
Quick Tip
The GenieGO client must remain open (not in Standby) during
this download step.
Content stuck "waiting to download"
Verify physical HDD space on the client.
∎
Verify client device is on the home network and has good
∎
adequate wifi signal. (Verify the device is not switching
networks frequently).
Force close and relaunch the client and try again.
∎
Restore client defaults and reactivate.
∎
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.
∎
Poor audio/Video quality
∎ Verify the program recorded on the HD-DVR does not have
the same issues at the same place in the program where
poor audio/video quality was seen on GenieGO.
∎ Delete content and re-download.
∎ 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
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Downloading