GenieGo insanity! Unable to stream, unable to prepare/download....but only on some HDDVR's

Discussion in 'DIRECTV Connected Home' started by JAYPB, Jul 11, 2014.

  1. JAYPB

    JAYPB Legend

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    May 8, 2002
    So there was a firmware update on 7/1? This makes total sense to me as I haven't been able to properly prepare/download anything on the 2 DVR's in question since the Wednesday right before the 4th of July!

    :hair:
     
  2. JAYPB

    JAYPB Legend

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    May 8, 2002
    In my case all of my DVR's are set to allow for external access. And I can see the content in the playlist on my ipads/iphone....but nothing from the 2 DVR's in question will prepare.
    Nothing!
     
  3. willardcpa

    willardcpa Legend

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    Jun 5, 2007
    Eugene, OR
    I wonder if it's possible to "overload" the
    GenieGo. I have a series one Nomad, and recently had problems with it not "seeing" any of my DVRs recently. A couple of weeks ago I added a Genie to the mix, and have external SATA drives on my other three DVRs, so all told now I have 4 terrabytes of storage, and all of them are over 85 percent full of recordings. What I had to do was go into the geniego's settings and "hide" two of the DVRs from the geniego, an now it works.
     
  4. JAYPB

    JAYPB Legend

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    May 8, 2002
    Out of curiosity were you getting "unable to stream" or "waiting to prepare" messages?
     
  5. nuspieds

    nuspieds Legend

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    Aug 9, 2008
    Actually, the quote was relevant and the reason I quoted you was because you corrected erroneous information in the other post and I didn't want to replicate erroneous information. ;)

    But your post was more than just relevant...it was a very important clarification to JAYPB's helpful and informative post. For those of us experiencing the nagging issue, we do so much troubleshooting that we get to the point of basically grasping at straws. So, yes, off I went to the link provided by JAYPB to read and then try whatever troubleshooting I could think of but, of course, no such luck. In my case, this is the second time I am experiencing this exact same issue, but on a different DVR.

    The first time it happened to me, it was right after I first bought the GG and at the time it was happening on the HR20. I did call DirecTV but GG Tech Support was of no value. I eventually solved it on my own and the resolution was to (re-)start Network Services. That always fixed the problem for me (but I know for a fact that it didn't for others).

    Sure enough, it definitely isn't working on the HR24. So when I saw the posts about the Result Codes, that's when I decided to grasp at another straw and check to see exactly what my Results Codes were because at least I could then take something tangible to DirecTV Tech Support. Anyway, so much for that latest straw because all tests pass with 88-55.

    At this point I can't think of anymore troubleshooting to do and am now desperately hoping for another firmware update--even CE!--because I really want this resolved. Heck, if the GG2 was available on Solid Signal, I'd even try that! :D (I'm going to get that model when it is released, anyway).
     
  6. nuspieds

    nuspieds Legend

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    Aug 9, 2008
    Everything is "Allow."

    Again, in my case, no changes to my network topology or hardware or even router firmware and the HR24 and HR44 were having their content transcoded without any issues for more than a year.

    Now all of a sudden the GG can't stay connected to the HR24. I don't think it is just coincidence that the problem just started to happen just as an HR24 firmware was just recently released. With all the troubleshooting I've done, for now all fingers are pointing to the firmware as the culprit.
     
  7. nuspieds

    nuspieds Legend

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    Aug 9, 2008
    On the contrary, for some time, I had fresh new troubleshooting ideas to try, so I was hopeful and optimistic. That didn't last long, but at least for however short of a period, I wasn't miserable! :D

    Sadly, back to reality... :bang
     
  8. nuspieds

    nuspieds Legend

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    Aug 9, 2008
    For my HR24, yes.

    But keep in mind that each model has its own firmware and scheduled update. Check to firmware on your affected units to see if the last update was around that time you started to have problems.
     
  9. nuspieds

    nuspieds Legend

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    Aug 9, 2008
    I don't know if it is possible to "overload," but what I do know is that with the bazillion times I've rebooted all my devices, when I choose to do a full reset of the GG, I always start by just trying to stream and transcode one show from the HR24. Under those circumstances, it certainly isn't "overloaded" but the problem still occurs.
     
  10. willardcpa

    willardcpa Legend

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    Jun 5, 2007
    Eugene, OR
    No, I don't get that far, as my geniego does not list any shows under the DVR playlist, only a blank screen. So I didn't have any shows listed to attempt to stream or prepare. I tried all of the standard things too, rebooting the GG, all DVR's, resetting up network and network services on all of DVRs etc. still just a blank screen on the GG under "DVR playlist".
    What I did to get it working was "hide" two of the DVRs in the GG's settings, then it worked great.
    So I wasn't referring to "overload" as in overworking it, just overloading it's ability to list shows on the DVRs, as between my four all with a terrabite of storage and all of them over 85 percent full I must have 3-400 different shows on them. And like I said with all four DVRs visible to the GG, it wouldn't list any shows under "DVR Playlist", but when I hid two of them the shows for the remaining two showed up and I could prepare them for download.
    And I'm on the latest CE, and was still having the problem of blank list, so I'm not sure that the latest CE would solve your problem.
    I know that our problems sound a little different, but try hiding some of your DVRs in the settings on the GG and see if it "plays well" with the remaining ones.
     
  11. peds48

    peds48 Genius.

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    Jan 10, 2008
    NY
    I guess all I wanted to do was save you the time to fix something that was not broken
     
  12. JAYPB

    JAYPB Legend

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    May 8, 2002
    Does anyone know what the various "unable to stream" codes that pop up signify?

    I.e HTTP/200, HTTP/400, HTTP/500?

    I've seen all 3 when trying to playback content from outside of/inside the home.
     
  13. nuspieds

    nuspieds Legend

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    Aug 9, 2008
    Oh, you're way too late for that! :D

    I'm telling you, this problem is so mysterious and I've tried so many troubleshooting ideas, I have now become totally desperate to get it resolved. At this point, anything that sounds remotely possible, I'll try. My next attempt is to try a CE firmware.

    However, I'm not so desperate that I'm going to call DirecTV GenieGO Tech Support! :D Well, not without something tangible, anyway; I won't walk down that path again until I can bring something of substance to the table.
     
  14. nuspieds

    nuspieds Legend

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    Aug 9, 2008
    What are you using to stream?

    On my PC, I don't get a code in the dialog box; rather, just a message that says to try again later.

    Yes, detailed error codes and at least an explanation of the possible causes posted on their site would be very helpful.
     
  15. JAYPB

    JAYPB Legend

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    May 8, 2002
    I've attached the error messages I get on both the ipad and iphone of the Http/200, http/500 nature. Couldn't replicate the http/400 error message right now.

    Hopefully they are viewable (haven't attached anything here in awhile)
     

    Attached Files:

  16. nuspieds

    nuspieds Legend

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    Aug 9, 2008
    Yes, they most definitely are viewable.

    When I first purchased the GG and I had the issue, I remember seeing that exact same message, but no HTTP code. The message I'm getting now is attached.
     

    Attached Files:

  17. acostapimps

    acostapimps Hall Of Famer

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    Nov 5, 2011
    Illinois
    These GenieGo's are a hit or miss, I guess it goes down to how well it connects to your network consistently, Some days they do other times they don't, I could be a software issue with networked receivers that GG can't see, I think one way to find out is does it do the same with ipad or android apps? when trying to see internet connected DVR's, Or can restoring to factory defaults resolve anything? I don't have a GenieGo so i'm not sure. Maybe uninstall/reinstall apps could help, These are the reasons of why GenieGo gets bad reputation, That's why they infamously called it GenieNo :biggrin:
     
  18. JAYPB

    JAYPB Legend

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    May 8, 2002
    Well last night I finally got a chance to sit down and call DirecTV. 3 Phone calls. Hung up on twice while I was going to be "transferred/escalated up"!!! Total time: 1 hr 45 minutes spent on the phone. Total joy: none!

    I now have a case manager and a Pin# and I will be receiving a phone call on Weds night to discuss what they may have found after the GenieGo desk looks into my issue. I had to go into the search feature on one of the DVR's in question and type in a search command that then led to a super secret report on the tech info for that receiver being sent to them.

    Talk about total torture: 1 hour and 45 minutes on the phone. Hopefully this leads to some joy on Weds night. The case manager I spoke to last night was stumped! In her support documentation she said there was no http/400 or http/200 error messages like the ones I posted earlier in regards to unable to stream.

    At the end of the phone call I was unable to get back into the genie. The app on my iphone and ipad couldn't "find the genie". Hell the message on screen told me I had to register my device....and then it was unable to. But by this AM I'm able to access the genie and (once again) only watch programming on 3 of the 5 HD-DVR's (same 3 BTW). As of Monday AM I was unable to prepare/download ANY recordings from ANY of the 5 boxes.

    Awesomeness....... :blackeye:
     
  19. nuspieds

    nuspieds Legend

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    Aug 9, 2008
    Like I wrote previously, I have been down that path before and there's no way I'm going back there without any hard evidence! Those people were stressful! :down: Perhaps the maturity of the device has a lot to do with it, but all I know is that if I have a Receiver problem, I have the utmost confidence in calling the normal Tech Support. But, clearly, the GenieGO Tech Support is not nearly the same caliber whatsoever--not even remotely close in my experiences with them. That's why I now troubleshoot on my own and with the help of members on this site.

    With all that said, though, I am now pleased to report that I'm back in business with my GG streaming and preparing content from my HR24. :joy: Hopefully I don't jinx myself with this post. ;) Anyway, hopefully I get another long 1+ years without the issue lurking its ugly head again.

    I've still been doing a lot of troubleshooting, so there's no way I can pinpoint exactly what it was that eventually solved the problem--and even if I could, we know from history that it is no guarantee that it will work for others, unfortunately. Furthermore, when I realized I was back in business, it came completely as a surprise because I had reached that point of capitulation again. :bang

    It's been 24 hours now and it is still going strong, so I decided to post my update. This is how I got back to where I am now with the GG working with my HR24:
    • Last Saturday (July 19), I tried the CE firmware and still the same result. After more troubleshooting, I eventually gave up and then thought maybe the HR24 itself was defective and it was the one that kept on dropping its connection to the GG.
    • So, I ordered a new HR24 and it arrived on Monday. Activated it and made sure not to connect my external drive (not only in case if the problem was still present and then causing me to lose my content, but I wanted to be as standard as possible). It didn't work and multiple troubleshooting ensued and, of course, still the same frustration.
    • After rebooting the HR24, for some reason it could no longer connect to my Network. Multiple reboots did not solve it and that led me to try a firmware update (it came with 0x7b2, or something like that), so I forced download the latest, but it still could not connect.
    • I noticed the IP address was messed up so at that point I turned my focus to my router/network. Now I started to do multiple unplugs and re-plugs of my router, cable modem and switches--along with red-button resets of my GG and both Receivers. Still no luck, so I gave up and re-attached my original HR24 and my external drive.
    • I did one last reboot of the GG. I expected the content to be erased (I did the long reset), but it wasn't and that's when I thought that for sure things were still the same. But then it started to Prepare (from the HR44, which always worked) and when I tested streaming from the HR24, it never failed! Usually, it would drop after 30 seconds! That's when I got excited and optimistic again!
    So here I am, one day later, and still no issues. All I can state is that I had already tried unplugging my cable modem, router, etc., and that never resolved anything. However, what led me to unplug the cable modem this time around was that my router was still indicating that my original HR24 was still connected to the network--even though I only had the new HR24 connected. After multiple reboots/unplugs of the router never resolved that issue, that's when I tried unplugging the cable modem as well.

    Doing that certainly fixed the ghost HR24 problem but then not too long after, when I eventually reconnected my original HR24, all I can tell you is that now things are working out again. Of course, I can't help but wonder if the cable modem reset had something to do with it, but then again, I had done a cable modem reset in the past and still the problem wasn't resolved. As a result, I definitely remain on pins and needles.

    I sent back the new HR24 today and got my refund, so I'm totally back to my old setup. It certainly was an extremely bizarre and unconventional path to resolution, but I share it nonetheless in the rare event that it might also work for someone else or, at the very least, provide some troubleshooting ideas.
     
  20. JAYPB

    JAYPB Legend

    268
    2
    May 8, 2002
    Just realized I never checked back into this thread to chime in on the horror that has become my Genie Go fatigued life! A month (?) later....and I still don't have a functional Genie Go unit! All this after back and forth with a case manager (who has yet to return ANY of my calls in the last 6 days)!

    Long story short: I got them to agree to send me a new GenieGo...and they sent a GenieGo 2 out that arrived on Wednesday. Since then I've been trying to authorize/install it....and I've been unable to get it to "work"....apparently all because it hasn't been "authorized" to be added to my account! One hand doesn't know what the other is doing up there....I now truly believe that. If I had more time I'd document all of my phone calls and conversations....but suffice to say, I haven't spoken to my Case Manager in a week though I've spoken to 2 other "case managers" who were unable to help me...or get me some help.

    The case managers have blamed the engineering department for not authorizing the unit. One case manager blames another for not removing the original geniego from the account. The 3 techs who were at my house over a 2 week period knew less about GenieGo than my neighbors who have Fios! Their supervisors and dispatch seem to know even LESS!

    When I called in on Saturday I was told (by a different case manager than "Nancy", my original one) that she couldn't tell me the serial # of the unit that WAS authorized on my account (was it the old one still authorized for some reason?....was it an incorrect serial # different from the physical one I had in my possession?) because it wasn't on the screen in front of her....and here I sit....waiting for someone to authorize my GenieGo! She also told me that a new unit was added to the account on Tuesday..... a day before the new unit even reached my house ?!?!? :blackeye:

    Sorry from the rambling but I'm just so !*$%^% frustrated with the crap I've put up with over the last month plus! Each phone call to my case manager was a 20-45 minute affair of reboots and rehashing of info. The service calls they set up couldn't isolate any issues with either the DVR's or the whole home DVR network (which I had upgraded to a SWiM system 3 weeks ago) hence the reason for FINALLY agreeing to send out a new GenieGo....and yet I still have no joy!

    :bang
     

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