User's Manual

Product Manual – Genie Air
TM
Version 1.3.0 – 11/22/2016
Page 43 DIRECTV, Inc. Proprietary and Confidential
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B. SYSTEM TEST DIAGNOSTIC CODES
1. New Wireless IV Diagnostic Codes
TBD
2. Updates to MoCA Test Errors
All Genie MoCA test errors apply to Genie Air
TM
also. The following Error text strings
have been updated.
a. System Test Error Code 47 or 48
Genie Text: “Home Network Distribution Problem. The %s receiver has a poor
network connection. If you are having a problem viewing recordings from this
receiver, please call Customer Service at 1-800-531-5000 and report the
diagnostic code displayed above.”
Genie Air
TM
Text: “Home Network Distribution Problem. Locations below have
reduced network performance. If you are having a problem viewing recordings
from these receivers, please call Customer Service at 1-800-531-5000 and report
the diagnostic code displayed above.”
C. SYMPTOMS
1. 5GHz SSID’s not listed
Clients connected to a Genie Air
TM
will not list any 5GHz SSID’s while connecting to the
customer’s router.
Troubleshooting: Customer Education. Genie Air
TM
only uses the 2.4 GHz Wi-Fi band to
connect to the customer’s router. Hence it won’t list any 5GHz SSID’s in the network.
D. CHANGE TO EXISTING TROUBLESHOOTING ON CLIENT / SERVER
Since there is no Genie Server to help troubleshoot, there will be some changes to
troubleshooting steps. The following are changes to troubleshooting for existing client and
server scenarios.
1. Checks at Server
For all troubleshooting that has the user troubleshoot at the Genie server location,
troubleshoot as follows. The only exception is when troubleshooting “No Servers Were
Detected” and “Wireless Connection Lost”.
• If the issue occurs only on one client, troubleshoot at the specific client
using another client as a reference of the Genie server.
• If the issue occurs on all clients or there is only one client in the home,
reboot the Genie server.
2. No Servers Were Detected
Symptoms: OSD displays: “No Servers were detected, Check your network
connections”.
Cause:
• Genie Air
TM
may not be plugged in.