DirecTV GenieGO Gen 1 Installation guide

DIRECTV FIELD SERVICES TRAINING

GenieGO Installation Guide

Gen 1

Gen 2

Comparison of Generations 3

Installation Requirements 4

LED Table 6

Gen 2 �� 6

Gen 1

�� 7

Installation and Activation 8

Out-of-Home Streaming 13

Interacting with the Customer 14

Demonstrating GenieGO �� 14

Router Conguration

�� 16

Things to Remember 21

Troubleshooting 22

Installation �� 22

Troubleshooting 23

Reset Button �� 23

Activation

�� 24

DVR Management

�� 29

Transcoding

�� 31

Downloading

�� 32

Streaming

�� 33

2

GenieGO

Agenda / Table of Contents

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Comparison of Generations

Remember, the GenieGO allows customers to take

programs from their HD-DVRs and make them available

on their PCs, MACs or other mobile clients. It does so by

connecting to the customer’s broadband-connected or

WiFi-capable home network, a network which has HD-DVRs

included in it.

As part of your professional installation, only PC and Mac

clients will be supported, because, as you know, during the

Out-of-Home Streaming setup, accessing the customer’s

router configuration is required.

Similarities and Differences from Gen 1 to Gen 2

The next generation GenieGO device is very similar to the

first gen GenieGO. The main differences are the number of

LEDs and the rear panel connections.

GenieGO Gen 2 Speciﬁcations

∎ Has a built in MoCA interface, making it capable of

connecting to the customer’s DIRECTV MoCA network

(preferred connection)

∎ Uses the standardized DIRECTV EPS-10 external power

supply (used by other DIRECTV devices)

GenieGO Speciﬁcations (common to both generations)

∎ Has 16GB of Flash Memory available for processing

video

∎ One external drive can be used on the GenieGO

connected to the USB port.

∎ The external drives must be USB 2.0 compliant.

∎ The GenieGO will format the external drive(s) prior to use.

The user will be prompted to confirm before the hard drive is

formatted.

∎ If an external drive is used on a GenieGO, that hard drive is

“married” to the GenieGO device.

∎ You cannot move an external hard drive between GenieGOs.

∎ The maximum operating temperature is 50°C/122°F.

∎ The GenieGO has one IEEE Ethernet port.

∎ The back of the GenieGO has an external power cord port

labeled 12V 1.5A.

TABLE 1. GenieGO Differences

Features GenieGO (1st Gen) GenieGO (2nd Gen)

Number of LEDs 3 1

Coax Networking

Capability

No Yes

USB Port(s) Yes (2ea) Yes (1ea)

Power Supply Genesis GTi10-30003 (or

equivalent)

EPS10

Installation Types Ethernet to Router

Ethernet to CCK-W

MoCA (Preferred Professional

Installation method)

Ethernet to Router

DIRECTV GenieGO

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Installation Requirements

DIRECTV customers will need to meet the following minimum

requirements in order to use GenieGO:

∎ DIRECTV Model HR2x/R22, HR34 and/or HR44 HD-DVR

∎ The HD-DVR must be connected to the same network as

GenieGO.

∎ DIRECTV HD-DVR Service and HD access

∎ GenieGO Mobile HD-DVR service. This service is added

automatically by the billing system, the agents do not need

to add it manually.

∎ Wireless Router with an available Ethernet port (GenieGo

gen 1 only) (no hotspot or community-based WiFi)

∎ Router must support UPnP multicast and port forwarding

between the user’s local area network and the wide area

network (for Out-of-Home streaming).

∎ Multilple routers are not supported.

∎ DIRECTV.com account login (username and password)

∎ Compatible client(s) (computer, iPad, iPhone etc.)

∎ The network supporting the GenieGO and the HD-DVR

should be at least 12 Mbps and 1.5 Mbps between the

GenieGO and the Client when used for in-home streaming.

∎ Clients must be on the same home network as the GenieGO

and the HD-DVR (for the In-Home streaming and Download

and Go features).

∎ Out-Of-Home Streaming requires minimum network

throughput or upload speed outside of the home to be at

least 256 kbps.

Broadband Connectivity

The GenieGO requires Internet access to conﬁrm

authorization and to check for updates at all times. The

GenieGO client is required to check in with the headend over

the Internet every 30 days from activation; otherwise, it will

disallow access to its interface.

DIRECTV GenieGO

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Installation Requirements

Compatible Devices

The following is a list of hardware requirements the GenieGO

must have to operate normally:

PC

∎ Video Card: 32 MB minimum (128 MB recommended)

∎ Windows OS

∎ XP SP3 and higher

∎ Vista

∎ Windows 7

∎ Windows 8 (non-touch screen)

∎ CPU: 1.2GHz or faster (dual or quad core recommended)

∎ RAM: 2GB minimum

∎ .NET Framework version 4.0 (available from Microsoft at

no charge)

∎ Windows Installer 4.5 - GenieGO client software is 350

MB, download time is based on customers network and

ISP speed

Check www.directv.com/technology/geniego for current

compatibility speciﬁcations for the GenieGO.

MAC

∎ Video Card: 32 MB minimum

∎ OS X v.10.7 and higher

∎ CPU: 1.8 GHz or faster

∎ RAM: 2 GB

iOS

∎ iOS 5.0 and higher

Android

∎ Operating System v2.3.4 or higher

∎ All Android supported devices

Be Aware

The GenieGO will not work on a “jail broken” or “rooted” device.

DIRECTV GenieGO

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GenieGO (gen 2) LED Table

GenieGO Gen2

Issue Action

Single LED

Off No Power Check the power connection�

Slow Blinking blue Bootup sequence This is the bootup sequence� No action required�

Fast Blinking blue Bootup sequence This is the bootup sequence� No action required�

Red Defective unit The customer needs to replace GenieGO�

White Firmware update * GenieGO is getting a ﬁrmware update. No Action required. Let the

GenieGO complete the Update.

Amber Network/Headend connection issue Internet connection issue� Verify network connections�

Blinking Amber Network/Headwend (NS)

Communication Issue

Internet connection issue� Verify network connections

Purple No HD-DVRs detected Verify network connections and installation (this includes GenieGO and

HD-DVRs)�

Blue Normal Operation No action required�

Green Restoring factory defaults Warning period before restoring factory defaults (press reset button > 10

seconds)

* Firmware Update

The GenieGO (gen 2) LED turns white when the firmware update is in process.

LED Table

DIRECTV GenieGO

Gen 2

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GenieGO (gen 1) LED Table

GenieGO Gen1

Issue Action

Status LED Network LED Activity LED

Off Off Off No Power Check the power connection�

Off Blue Blue Firmware update Possible rmware update. Let the GenieGO complete the update.

Off Blue Blinking Blue Firmware update Possible rmware update. Let the GenieGO complete the update.

Blinking White Blue Blue Bootup sequence No action required�

White

Off Off

Bootup sequence No action required�

Red Any Any Defective unit� Defective unit� The customer needs to replace GenieGO

Blinking Amber Any Any Firmware update * GenieGO is getting a ﬁrmware update. No Action required. Let the

GenieGO complete the Update.

Amber Off Off Network/Head end Connection

Issue�

Internet connection issue� Verify network connections�

Amber Off Blinking Blue Network/Head end Connection

Issue�

Internet connection issue� Verify network connections�

Amber Off Blue Network/Head end (NS)

Communication Issue�

Internet connection issue� Verify network connections�

Amber Blue Off No HD-DVRs detected Verify network connections and installation (this includes GenieGO

and HD-DVRs)�

Blue Blue Blue, Blinking

Blue

Normal operation No action required�

Blinking Blue Blue Blue, Blinking

Blue

Normal operation No action required�

Pulsating Blue Blue Blue, Blinking

Blue

Normal operation No action required�

Solid Green Any Any Warning period before

restoring factory defaults

Press reset button > 10 seconds

Blinking Green Any Any Firmware log uploading No action required�

* Firmware Update

The GenieGO (gen 1) Status LED light blinks amber when the firmware update is in process.

LED Table

DIRECTV GenieGO

Gen 1

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Installation and Activation

Step 1: Connecting the GenieGO

Remember the GenieGO second generation has a coax

receptacle for MoCA connection. This is the preferred

connection method. The first generation does not have this

capability and therefore can only be connected via Ethernet

cable.

DIRECTV System Connection Sequence

When installing a GenieGO on a new DIRECTV install, connect

and activate all HD-DVRs first. Make sure all HD-DVRs are

connected to broadband Internet. Then and only then should

you proceed with the GenieGO installation.

Power On and LED States

1. Plug one end of the GenieGO power cord adapter into the

port labeled “12V 1.5A” on the back of the GenieGO and

the other end into the nearest electrical outlet.

2. A green LED on the back of the GenieGO confirms the

proper connection.

3. Verify connections. If all connections were made correctly,

the following LED colors display on the GenieGO device:

∎ The LED status light will flash blue during the bootup

sequence.

∎ Once the GenieGO has booted up and is ready, the

flashing blue light will turn to a steady blue.

∎ The bootup process can take 2-3 minutes.

Firmware Update

The GenieGO will always perform a check for the latest

firmware, and if a newer version is found, will initiate the

download. The LED sequence, in the event of a firmware

download, is as follows:

∎ The LED status light will turn a steady white*.

∎ Once the firmware update is complete and the

GenieGO is ready, the LED status light will turn from

white to blue.

* Status LED blinking amber for the GenieGO (gen 1)

Quick Tip

It’s a good idea to record a short segment (2 or 3 min.) of

programming as soon as possible on a connected HD-DVR. This will

be used during the customer demonstration of the GenieGO.

DIRECTV GenieGO

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Installation and Activation

There are 2 connection types:

∎ Type 1 (preferred) – via MoCA (GenieGO 2nd gen only)

FIGURE 1. With no DECA

FIGURE 2. With DECA

∎ Type 2 – via Ethernet cable to the Router

FIGURE 3. Ethernet Cable to Router

DIRECTV GenieGO

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Installation and Activation

Step 2: Verify the HD-DVR Conﬁgurations

1. Verify if the HD-DVR is connected to the home network

(Internet) by selecting the DASH (-) button on the remote

control, or repeat Sat Setup to verify code 88.

2. Verify Share Playlist Function is set to Yes.

3. Verify the External Device Function is set to Allow.

4. Run System Test to verify there are no current errors.

If any error codes are reported, they must be resolved before

continuing with the GenieGO installation.

Step 3: Download the GenieGO Application

Go to www.directv.com/technology/GenieGO

1. After you have physically connected the GenieGO hardware

and verified it has completed its firmware update, inform the

customer that you can now proceed with the client software

download.

2. Ask the customer to log in to their account at DIRECTV.com

on their computer (PC or Mac only), and advise the customer

that you will step away so that the customer can enter their

login information in private. Ask the customer to let you know

when they have successfully logged in.

3. Once you have confirmed that the customer is logged in

to their account, walk the customer through the software

download and installation process.

4. If the customer prefers that you install the GenieGO software,

or asks you to assist in the installation, then you must advise

the customer to log in and enter their password on their own

at every instance where applicable. NEVER volunteer to enter

a password or other login information for the customer, and

respectfully decline if the customer offers to give you their

login information for you to enter.

5. The software download steps are listed in the popup window

on the DIRECTV website. Scroll down to find the appropriate

link for the type of client you are using. Click on the Download

app link.

.NET Framework for PC installation

6. The GenieGO for PC requires Microsoft .NET Framework 4.0.

This is part of the GenieGO PC Client application installation.

During the PC Client application installation, you or the

customer may be prompted about this requirement and given

the option to initiate the install.

If the Microsoft .NET Framework 4.0 is already installed (which is

most likely), skip to Step 8.

DIRECTV GenieGO

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Installation and Activation

7. The Install Shield provides the customer with options to select

a Complete or Custom setup type. The Complete option

should always be chosen.

8. When trying to launch the GenieGO application, if you cancel

or did not complete the .NET Framework installation, you will

be prompted again to download the .NET Framework.

9. The GenieGO installation wizard continues (or begins if the

computer is a Mac or .NET framework is already installed).

10. Once the installation is complete, you can move on to the

Activation process.

Step 4: Activation

Once the application has been downloaded, activating the

GenieGO is the next step. The activation process activates the

GenieGO and PC, Mac or mobile client. A GenieGO device

cannot be activated without a PC or Mac.

Sign in

1. The sign-in screen uses the same customer’s login

information when they set up their account on DIRECTV.

com. The customer should enter their DIRECTV e-mail and

password and click Sign in.

2. The customer is then prompted to name their device. Click

Add Device when complete.

3. The GenieGO then proceeds through the activation

sequence.

4. The client initiates a search for a GenieGO unit on the

network. Before the application activation proceeds, a

GenieGO unit must be discovered on the same network as

the client.

5. Once the GenieGO application is activated, the GenieGO

begins loading content.

The system will automatically create a (default) location to

save the video; however, the customer can click the Browse

button from the Tools icon to choose another location to save

programming content on their computer.

6. Once a storage location has been selected, from the

Configuration screen click Get Started.

DIRECTV GenieGO

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Installation and Activation

Step 5: GenieGO HD-DVR Search

Once the system finds the GenieGO device, the client is

activated and the GenieGO is registered. The final step is for the

GenieGO to search for HD-DVR’s.

1. Once all searches are successful, the playlist from all

connected HD-DVR’s appear.

Installation is now complete and the user can start using the

GenieGO.

Using the GenieGO

GenieGO is easy to use following four simple steps:

1. Open the application on your computer or mobile device

(client).

2. Select a program from the available list.

3. Download the program – this will prepare a mobile copy of

the program (a one-to-one transfer time).

4. Play the program.

In Home Streaming

In Home Streaming allows a selected program to be streamed

to the GenieGO device and then played on the connected

device as soon as it appears in the GenieGO playlist.

∎ Streaming requires a program to be prepared; however,

unlike preparing to download, the streaming occurs

instantly.

∎ The streamed program will not be downloaded to the user’s

device(s). Streaming does not leave a copy of the program

on the GenieGO device for future viewing.

∎ Streaming suspends any downloading of other programs

until the streaming is complete or halted.

Streaming begins as soon as the user selects Watch Now on

the chosen program.

The In-Home Streaming feature is only available when in the

customer’s home wireless network.

Take some time now and practice these steps on the system in

the classroom� Make sure each technician gets an opportunity to

practice�

DIRECTV GenieGO

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Router Setup

Customer chooses to Start Setup from the Out-of-Home Access

setup screen.

The following steps automatically happen next:

1. The router database downloads – up to 10 seconds. If the

router is a known router type, the wizard will attempt to

configure the router automatically. If the router cannot be

identified or the router cannot be automatically configured,

the customer selects their router from the list and manually

enters the router’s login information.

2. If the customer’s router is found and recognized, the

automatic setup process then continues to “testing remote

access”.

3. If successful, a completion screen displays. Click Done.

4. The customer can now view content remotely on a selected

device once they log in to their home network.

Router Conﬁguration Failure

If the router configuration wizard has failed, follow these steps to

try and resolve the problem:

1. Read through and follow the onscreen instructions. Make

sure the router and network don’t have any issues then select

Try Again.

2. Once Try Again is selected, the ports are incremented and

the configuration is attempted again.

3. If the same failure screen appears, you should call ISS

and the customer should select the www.directv.com/

technology/GenieGO link for further guidance.

Out-of-Home Streaming

Once the Activation process completes, the GenieGO then

checks to see if the customer’s wireless router is configured for

Out-of-Home Streaming. If the router requires configuration,

there is a wizard that continues through the setup.

This wizard is only available on the PC and Mac client. If the

customer does not have a PC or Mac, the other mobile clients

will direct the user to the manual configuration tool on the directv.

com website.

The client will then automatically proceed to verify if the

customer’s router is already configured to allow the out-of-home

feature. If the router is not properly configured or cannot be

verified to support out-of-home streaming, the next screen will

request if they wish to set up the out-of-home streaming.

Out-of-Home Streaming

DIRECTV GenieGO

1414

GenieGO Demonstration

Generally, it is recommended you educate the customer on the major functionality of the GenieGO itself – the Sync and GO

(transcode/download) function and the Streaming function. When you are demonstrating the HD-DVR functionality to the customer,

think ahead to demonstrating their new GenieGO features; once activation is complete, record 3 minutes of one program, and start

another recording and let it run. That way, when you begin the GenieGO demo, you will have 2 things available on the playlist.

Demonstrating GenieGO

1. Pick the 3 minute content and show the customer how to

select it to download to their PC.

“Remember that short segment of programming I recorded back

when I was showing you how your HD-DVR records? Well, now

let’s see how that can be downloaded onto your computer with the

GenieGO”

2. Have the customer select the program from within the Poster

or List view on the GenieGO application on their computer.

“Okay, there is the short segment that I recorded earlier. Double-

click (or single-click if on Mac) on that thumbnail. This brings up

the Program Details popup.”

3. With the Program Details showing, have them select

Download.

“Now, see the Download link? Click on that and the program will

start to download to your GenieGO.”

... continue to explain to the customer as they perform each step

of the download.

Interacting with the Customer

DIRECTV GenieGO

1515

GenieGO Demonstration, cont’d

As the short program starts to download, go to the second recording and show the customer how they can select Watch Now to

stream the content – even while it is still recording. Explain that as soon as the first program is downloaded to the computer, it will

be available for viewing on their client, but that the content that they selected to stream will not be “moved” or copied to the their

computer. However, it will remain available on their HD-DVR for watching or downloading to their client at another time.

Demonstrating GenieGO

1. Go to the second recording you began when setting up their

HD-DVR. Explain how it shows up in the HD-DVR Playlist and

the GenieGO Poster or List view. There may be a few seconds

delay as the GenieGO updates content on the HD-DVR

playlist every 30 seconds or so.

“Now, if I could have you go back to the Poster or List view and

ﬁnd that other recording I started back when I was showing you

how to use your HD-DVR recording functions. Select it so we get

the Program Details popup again.”

2. Have the customer select that recorded program to get to the

Program Details popup and select Watch Now.

“This time I’m going to have you select Watch Now. This will

stream the program straight to your computer. You can start

watching it right away!”

3. Make sure the customer clearly understands the difference

between the Watch Now and Download selections from the

Program Details popup.

“The program is not downloaded to your computer though. This

means once you’re done watching it, a copy won’t remain on your

computer. You’ll have to go through the download steps we just

went over to do this.”

... continue to explain to the customer as they perform each step

of watch now.

Interacting with the Customer

DIRECTV GenieGO

1616

Interacting with the Customer

Out-of-Home Streaming requires an open port on the customers wireless router. You will need to be sure to ask the customer to read

the disclaimer and select Start Setup if they would like to have you proceed with enabling the Out-of-Home Streaming function. You

should never approve this configuration for the customer. If the customer selects Start Setup, the auto configuration function should

happen rather quickly. If the router requires a manual reconfiguration, you should discuss the process with the customer, and confirm

that the customer wants you to proceed before moving forward. Again, you should also let the customer know that they can perform

the configuration themselves, and you can help walk them through it. If the customer wants you to proceed, you should first contact

ISS to have them look up the router make and model, and make sure that the wizard contains instructions for manually reconfiguring

that particular router.

Router Conﬁguration

1. As either a part of a new installation or after the customer

receives the Out-of-Home Streaming client update, upon

launching the GenieGO client, they will be presented with a

splash screen announcing the out-of-home streaming feature.

“Here is the Out-of-Home Streaming decision screen. You can

select Skip or Start Setup. Selecting Skip will leave the Out-of-

Home Streaming feature unavailable to you at this time. All other

features of the GenieGO will be available to you as we’ve already

gone over. You can always go back later and set up Out-of-Home

Streaming if you choose to.”

2. Once the customer chooses to Start Setup from the Out-of-

Home Access setup screen, the client will verify if it is running

within the home network.

“Okay, now that you’ve chosen to start the Out-of-Home streaming

setup, the GenieGO is going to take a look at your wireless router

and seen if it can connect.”

DIRECTV GenieGO

1717

Ask the customer to log in to their router with their SSID and password. Again, never watch as the customer enters this information.

Once logged in, reconfigure the settings so that the feature can be enabled. If on any occasion the router is not supported by the

wizard or if at any time the customer expresses concern or a desire to not reconfigure their router, let the customer know that he or

she can continue with the installation without enabling this feature (the customer can always go back in and enable Out-of-Home

Streaming at a later date). Or, if the customer prefers, you can remove the GenieGO from the order, and return it for the customer.

Interacting with the Customer

Router Conﬁguration

3. This next step is the router database download and router

discovery – this can take up to 10 seconds. If the router is

a known router type, the wizard will attempt to configure the

router automatically.

“This will take a few seconds for your GenieGO to gather your

wireless router information.”

“Now that your GenieGO has found your wireless router, it is

automatically setting it up for Out-of-Home Access. This takes a

few minutes.”

DIRECTV GenieGO

1818

4. If the router is identified, the automatic setup process

continues to “testing remote access.”,

“Once the setup is complete the GenieGO then begins testing the

Out-of-Home Access. Again, this may take a few minutes.”

Interacting with the Customer

Router Conﬁguration

5. If successful, the following screen displays.

“If everything passes, you will get this screen. You can now start

using the Out-of-Home Streaming feature of your GenieGO!”

DIRECTV GenieGO

1919

6. If the setup fails for any reason, the appropriate screen should

appear. For example, if the router cannot be identified or the

router cannot be automatically configured, the customer will

be presented with a list of routers to choose from and will be

prompted for the router’s login information.

“So, it looks like the GenieGO couldn’t identify or automatically

conﬁgure your router. This means we will have to manually set up

your router. Like we did with the software download, I can do this

for you, but you will need to enter your login information when it

asks for it.

Or you can do the steps yourself, and I can help you out where you

may have questions.”

Interacting with the Customer

Router Conﬁguration

DIRECTV GenieGO

2020

7. Instructions for resolving the issue will be included in the

popup. If, after several retries, you and/or the customer are

unable to resolve the issue, the customer should select the

www.directv.com/technology/GenieGO link.

“This popup indicates that your GenieGO was not able to connect

to your receiver for Out-of-Home Access. Let’s go take a look

at your home network connections and make sure everything is

correct. Then let’s click on Repeat Setup. If that doesn’t ﬁx it, we’ll

call Customer Service.”

Interacting with the Customer

Router Conﬁguration

DIRECTV GenieGO

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