1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.
  2. Welcome to the new DBSTalk community platform. We have recently migrated to a community platform called Xenfono and hope you will find this change to your liking. There are some differences, but for the most part, if you just post and read, that will all be the same. If you have questions, please post them in the Forum Support area. Thanks!

Geniego "Unable to add your device" - Fails diagnostic step 6

Discussion in 'DIRECTV Connected Home' started by mrc3, Jun 10, 2014.

  1. mrc3

    mrc3 New Member

    7
    0
    Jun 9, 2014
    Moving this topic from Windows 8 since it appears that this issue is not Windows 8(.1) related as others have gotten this latest version to work on 8.

    My home installation works fine on my Windows 7 box, but on my Samsung Ativ Book 9 ultrabook it fails with the topic title message.

    I have disabled windows firewall.

    Is there any way to get more details out of what geniego is complaining about?

    Does anybody have any suggestions on what to try next?

    Thanks in advance,
    Mike
     
  2. mc2014

    mc2014 New Member

    3
    0
    Apr 25, 2014
    Aside from Windows firewall, is there anything else active on the affected computer that would block SSDP or port 1900? (aside from a firewall, some antivirus programs will do it.) If not, then you might want to try restoring factory defaults on the application (there should be a button from the system info link when you get the error message.)

    Test 6 is for communication with the Geniego itself.
     
  3. dennisj00

    dennisj00 Hall Of Fame

    9,673
    189
    Sep 27, 2007
    Lake Norman, NC
    In particular, I believe it was 'Avast' AV software that had to be turned off for installation. I have 8.1 on a laptop and tablet running DAFI with Microsoft Security Essentials / Defender with no problem.
     
  4. mrc3

    mrc3 New Member

    7
    0
    Jun 9, 2014
    Well it has MS Defender which does seem like it would have anything that would get in the way. Microsoft Firewall has been temporarily disabled.

    It has a bunch of Samsung software, but nothing that is too apparent with regards to blocking any sort of network traffic.

    I restored factory defaults and ended up back at the same roadblock.

    I'm fairly network savy (I wrote high security internet firewalls for part of my career). But diagnostic tools for WIndows 8.1 are definately new to me.

    Is there anything that I can install on the windows 8 box which tell me which process/application is intercepting the specific traffic required to complete this process? Clearly it has connectivity to the device because it can see the used spaced on the geniego.

    Mike
     
  5. mrc3

    mrc3 New Member

    7
    0
    Jun 9, 2014
    More info: I tell it I want to "upload the log" but before I back out of it, I go looking around for files.

    In \AppData\Roaming\Directv\Go\ClientLog\debugLog\geniego.txt I have the following

    1402613870202 [10264] ERROR ndsclient.CNdsDrmClientApi: NDS_DrmVerInit, rv=0x00000001
    1402613870202 [10264] ERROR CServiceManager: @925 of CServiceManager::ActivateClient Nds Exception: Agent could not be started - Error Code: 1
    1402613876063 [10264] ERROR ndsclient.CNdsDrmClientApi: NDS_DrmVerInit, rv=0x00000001
    1402613876063 [10264] ERROR CServiceManager: @925 of CServiceManager::ActivateClient Nds Exception: Agent could not be started - Error Code: 1
    1402613882961 [10264] ERROR ndsclient.CNdsDrmClientApi: NDS_DrmVerInit, rv=0x00000001
    1402613882961 [10264] ERROR CServiceManager: @925 of CServiceManager::ActivateClient Nds Exception: Agent could not be started - Error Code: 1
    1402613883257 [10812] ERROR CLoggerHelper:
    QewPlayer.ActivationPage::processErrorMessage Agent could not be started1402613917350 [5676] ERROR CSecureCertificates: Invalid m_pNdsAgent ptr
    1402613917351 [5676] ERROR CServiceManager: @448 of CServiceManager::SendLog CertificateException: INVALID_PTR - Error Code: 112

    Do any windows 8 developers have any idea how to get past this?
    Thanks
     
  6. prushing

    prushing DIRECTV A-Team

    963
    34
    Feb 14, 2007
    look in the ClientLog directory and see if you Exception.log.txt, that appears to capture the details of the exceptions. This error looks to be a problem initializing, so check InitLog.log.txt

    Are you sure you have allowed DTV processes to reach out of the network? Check QewPlayerDiagnosticInfo.txt and see if the NDS server says reachable, it should be at the bottom.

    DTV also updated the software, so make sure you get the latest one.
     
  7. mrc3

    mrc3 New Member

    7
    0
    Jun 9, 2014
    Nope nothing in the besides the listed directory structure.

    The Windows 7 box sitting on the switch right next to it has access. I am not getting any denied audits on the firewall.

    I updated the laptop to the latest software yesterday in the hopes they addressed this issue.

    The current contents of the file is:
    1402697336045 [11232] ERROR CLoggerHelper:
    QewPlayer.DongleRegistrationManager::DumpRegistrationData InstanceCertificate is null1402697336046 [11232] ERROR CLoggerHelper:
    QewPlayer.DongleRegistrationManager::DumpRegistrationData InstancePrivateKey is null1402697336046 [11232] ERROR CLoggerHelper:
    QewPlayer.DongleRegistrationManager::DumpRegistrationData ClientUUID is null1402697336046 [11232] ERROR CLoggerHelper:
    QewPlayer.DongleRegistrationManager::DumpRegistrationData ClientName is null1402697336047 [11232] ERROR CLoggerHelper:
    QewPlayer.DongleRegistrationManager::DumpRegistrationData LocalRouter is null1402697337105 [11232] ERROR CLoggerHelper:
    QewPlayer.DongleRegistrationManager::DumpRegistrationData InstanceCertificate is null1402697337105 [11232] ERROR CLoggerHelper:
    QewPlayer.DongleRegistrationManager::DumpRegistrationData InstancePrivateKey is null1402697337106 [11232] ERROR CLoggerHelper:
    QewPlayer.DongleRegistrationManager::DumpRegistrationData ClientUUID is null1402697337106 [11232] ERROR CLoggerHelper:
    QewPlayer.DongleRegistrationManager::DumpRegistrationData ClientName is null1402697337106 [11232] ERROR CLoggerHelper:
    QewPlayer.DongleRegistrationManager::DumpRegistrationData LocalRouter is null1402697356314 [9836] ERROR ndsclient.CNdsDrmClientApi: NDS_DrmVerInit, rv=0x00000001
    1402697356315 [9836] ERROR CServiceManager: @925 of CServiceManager::ActivateClient Nds Exception: Agent could not be started - Error Code: 1
    1402697361835 [9836] ERROR ndsclient.CNdsDrmClientApi: NDS_DrmVerInit, rv=0x00000001
    1402697361835 [9836] ERROR CServiceManager: @925 of CServiceManager::ActivateClient Nds Exception: Agent could not be started - Error Code: 1
    1402697365931 [9836] ERROR ndsclient.CNdsDrmClientApi: NDS_DrmVerInit, rv=0x00000001
    1402697365931 [9836] ERROR CServiceManager: @925 of CServiceManager::ActivateClient Nds Exception: Agent could not be started - Error Code: 1
    1402697366119 [11132] ERROR CLoggerHelper:
    QewPlayer.ActivationPage::processErrorMessage Agent could not be started

    THe only other files with a modification time that correspond to this look to be a bunch of downloaded .bin files in the station directory.

    MIke
     
  8. Kash76

    Kash76 Legend

    206
    0
    Aug 9, 2002
    I had this problem with my work laptop that runs Symantec's SEP. I kept trying and it eventually went through and I can successfully use the application. Brute force I guess :)
     
  9. mrc3

    mrc3 New Member

    7
    0
    Jun 9, 2014
    I guess I will just need to punt on this until Windows 8.1 is official supported such that Tech support will give me the time of day with regards to getting this to work.

    Mike
     
  10. Joe Tylman

    Joe Tylman Legend

    368
    55
    Dec 13, 2012
    Have you tried loading it safe mode with networking?
     
  11. mrc3

    mrc3 New Member

    7
    0
    Jun 9, 2014
    Hmm, no actually I haven't. I'll try that. With windows 8 do you still get into the safe mode prompt by beating on F8 during power on?
     

Share This Page