User's Manual

Product Manual – Genie Air
TM
Version 1.3.0 – 11/22/2016
Page 44 DIRECTV, Inc. Proprietary and Confidential
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• One of the clients may be on a screen such as:
• System Test
• Signal Strength
• Satellite Setup
• There may be a connection issue between the Genie Air
TM
and the
wired client.
• There may be a connection issue between the Genie Air
TM
and the
Wireless Video Bridge.
• The Genie Air
TM
was replaced and the Add Client steps were not
completed.
Troubleshooting:
Scenario
Genie Mini Client
Wireless Genie Mini Client
If other Clients
do not have this
OSD;
1) Check for loose connections at the
Genie Mini clients that have this OSD.
• Ensure there are no Band-Stop
Filters connected to the Genie
Mini Clients
2) Reset the Genie Mini client.
3) Reset the Genie Air
TM
.
4) Schedule service call.
1) Ensure the Network LED on the client is
Solid Green
2) If not solid green, troubleshoot Wireless
Client using existing troubleshooting
steps.
3) Reset Wireless Genie Mini client.
4) Reset the Genie Air
TM
.
5) Schedule service call.
If all Clients have
the same OSD;
Or if there are no
other Clients in
the home:
1) Is this the first time using the Genie
Mini clients after a Genie Air
TM
server
replacement?
• If No, continue.
• If Yes: Follow the Add Client
process and add the Genie Mini
clients.
2) Check if the following services are
active on the user’s account.
• Advanced Receiver Service
• Whole Home DVR Service
• DVR Service
• HD Access
3) Go to the Genie Air
TM
and check if the
Status LED is Solid Green.
• If not solid green, troubleshoot
as per the Status LED table.
4) Check if the MoCA LED at the back
panel of the Genie Air
TM
is Solid Green.
• If not solid green, troubleshoot
as per the MoCA LED table.
5) If there are no other clients in the home
(Single client home), first reset the
Genie Mini client. If OSD is still present
reset the Genie Air
TM
.
6) In case of multiple client household,
reset the Genie Air
TM
.
7) Is the OSD still present on all clients?
• Yes: Schedule service call.
• No: Check the other Clients
and if the OSD is still present then
1) Is this the first time using the Wireless
Genie Mini after a Genie Air
TM
server
replacement?
• If No, continue.
• If Yes: Reset the Wireless Connection as
with a Genie then follow the Add Client
process
2) Check if the following services are active
on the user’s account.
• Advanced Receiver Service
• Whole Home DVR Service
• DVR Service
• HD Access
3) Go to the Genie Air
TM
and check if the
Status LED is Solid Green.
• If not solid green, troubleshoot as
per the Status LED table.
4) Check if the Wireless LED is Solid Green.
• If not solid green, troubleshoot as
per the Wireless LED table.
5) If there are no other clients in the home
(Single client home), first reset the
Wireless Genie Mini client. If OSD is still
present reset the Genie Air
TM
.
6) In case of multiple client household, reset
the Genie Air
TM
.
7) Is the OSD still present on all clients?
• Yes: Schedule service call.
• No: Check the other Clients and if
the OSD is still present then
troubleshoot as per “Other clients do