Streaming - DirecTV GenieGO Gen 1 Installation Manual

DIRECTV GenieGO
TM
In Home Streaming
The following symptoms could occur during In Home Streaming
(the streaming of a program recorded on an HD-DVR when the
client is on the home network):
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.
Verify client device has adequate wifi signal. (Verify the
∎
device is not switching networks frequently.)
Verify content can playback on HD-DVR. (attempt MRV
∎
stream if possible).
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: "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, GenieGO client and HD-DVR.
∎ 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
33

Streaming