directv wireless connection wi-fi status indicators the wireless internet feature built into the...

DIRECTV Wireless Connection

This enclosed content was developed by the DIRECTV Advanced Technical Services Team Denver, CO. The information contained on this page is confidential, proprietary DIRECTV business information and is intended for authorized users only. Unauthorized use, disclosure or copying of this

information is strictly prohibited and may be unlawful.

2TM

PrerequisitesIn order to connect the receiver, the customer must have the following:

• A 2.4 or 5 GHz Wireless Router• DIRECTV HR44 (GENIE) Receiver• An active broadband internet connection

Before You Install...

Prior to the actual setup, there are several questions to ask the customer to assist with your installation...

• Where is the wireless router?• Is the customer’s router WPS capable?• Router SSID & security?• Is there any security on it, and if so, what is the Key?

Remember: the customer may not know all of this information, so it’s important to remain patient and help the customer locate some of this information.

Wireless Connection



To connect the HR44 to the internet:

∎ Internal Wi-Fi interface

∎ The HR44 provides a built-in Wi-Fi Directv Ethernet Coax Adapter (DECA) that can connect directly to the customer’s wireless router if available (WPS). Connection to the internet is not automatic for this interface but the WPS function of wireless router can be used. There is also a manual method for connecting to Wi-Fi.

FIGURe 1. Wireless Setup Screen FIGURe 2. Push Button/WPS Setup FIGURe 3. Manual Setup

3Wireless Connection

∎ To start the connection process, go to MENU > SETTINGS & HELP > SETTINGS > NETWORK SETUP

∎ Choose a method to set up the connection and follow the on-screen prompts.



4TM

Hidden Wireless Network Name (SSID)If you are using a hidden wireless network name (SSID), then select “Enter Name,” enter your hidden network name (SSID) and then select “OK”.

Use the number keypad on your DIRECTV® Remote Control to enter your hidden network name (SSID). For each character, press the appropriate number button repeatedly until you see the desired character (press the LEFT ARROW key to delete characters).

Whenyouarefinished,presstheDOWNARROWandthenselect “Continue”.

Wireless SecurityIf your network uses wireless security, use the number keypad on your DIRECTV® Remote Control to enter the security key. Then select “Continue”.

Waituntilthesecuritykeyisverified.

The security key was created when you or the customer set up the wireless router. Refer to the router’s documentation for more information, or work with the customer to get this information.

Wireless Connection



5TM

Complete SetupTo connect the receiver to the internet, select “Connect Now”.

The DIRECTV Receiver is now connected to the Internet. To proceed, select “Continue”.

If you receive an error on this screen, press the LEFT ARROW key on the DIRECTV® Remote Control then select “Connect Now” (as done previously). If an error is shown again, wait a few minutes and then press the LEFT ARROW key again on the DIRECTV Remote Control and select “Connect Now”.

Please have the customer read the information on this screen. Then select “Done”.

Inform the customer to allow up to 48 hours for all of the DIRECTV CINEMAplus content to be downloaded onto their DIRECTV Receiver. To begin your DIRECTV CINEMAplus experience, refer the customer to Channel 1000.

Wireless Connection



6

TroubleshootingWhen troubleshooting the internal Wi-Fi DECA feature of the HR44 the system information OSDs can help determine root cause of the issue. If there are technical difficulties with connecting to the customer’s internet, consult the status indicators in the wireless internet section of the System Information OSD to help determine the cause of the issue.

You can obtain information about the system by going to: MENU > SETTINGS & HELP > SETTINGS > INFO & TEST. Choose Run System Test and follow onscreen prompts. Be sure to run this from the Genie (HR44) Location.

This test will produce a diagnostic code, and sepecifc troubleshooting steps for this diagnostic codes are listed on the following pages.

WARNING: Running System Test will interrupt Live TV and recordings for all server and client locations in the home. Be sure to check with the customer before starting the test.

Wireless Connection



7

Wi-Fi Status IndicatorsThe Wireless Internet feature built into the HR44 has the following status indicators listed in the System Info menu:

To reset the HR44 internal wireless DeCa to factory defaults go into the Network Setup menu. Once there, select the “Restore Defaults” menu item and press the dash key. This will disconnect the HR44 wireless from the customer’s Wireless network and return the HR44 to its default state.

Indicator Description State Possible Causes

Wireless Indicates whether the HR44 is connected to a wireless router.

Connected Expected state if HR44 is connected to the customer’s router via Wi-Fi.

Not Connected HR44 is not connected to the customer’s Wi-Fi network.

∎ WPS may not have been performed. ∎ Router is out of range or not broadcasting. ∎ If manual connection process was used, network name (SSID) or passcode may not be correct.

Wireless Network Name Indicates what network name (SSID) the HR44 wireless is connected to.

Customer’s Network Name Expected state for this field is the network name (SSID) that the customer is using for their Wi-Fi network.

Does not appear in System Info No Wi-Fi connection to the customer’s router.

∎ WPS may not have been performed. ∎ If the Wi-Fi network name is not displayed, Check if the customer is hiding the network name. ∎ Router is not broadcasting a Wi-Fi network ∎ Router is out of range.

Wireless Signal Strength Displays the general strength of the wireless signal received by the HR44.

Excellent or Good Expected state for reliable Wi-Fi performance

Fair or Poor Weak Wi-Fi connection to HR44.

∎ Check for obstructions around the HR44 unit and around the customer’s router. ∎ Relocate the HR44 to improve signal. ∎ Relocate Customer’s router to improve signal. ∎ If signal strength still cannot reach Excellent/Good then the tech should consider connecting

through a BB-DECA.

Internet Shows whether the HR44 is connected to the customer’s Internet service

Connected Expected state if HR44 can access the internet.

Not Connected HR44 has a connection to the customer’s router however the HR44 cannot access the Internet (WLAN).

∎ Check that other devices such as the customer’s PC can access directv.com. ∎ The customer could have an issue with their internet service or a disconnected DSL or cable

MODEM connection.

Wireless Connection



DIRECTV System Diagnostic

Codes - July 2014 NETWORK

STATUS (Displayed

in the "Connect

Now" Screen)

ON SCREEN DISPLAY/ISSUE Probable Cause Cause / Tech

Instruction

86-xxx

We were not able to connect to the Internet. Would you like to get connected?

1. The router is turned off or notfunctioning properly. 2. The connection from the receiver to therouter failed. 3. The network is connected, but theInternet connection has failed. 4. Problem with the router configuration orthe receiver settings.

1. Verify all physicalconnections. 2. Verify customer can accessdirectv.com on a home computer or tablet. 3. On the receiver, run"Restore Defaults" and then "Connect Now." 4. If applicable, verify all DECAunits are operating correctly, including the Broadband DECA. 5. Verify router activity lightsare active for the port connected to the Broadband DECA. 6. Inform customer they mayneed to disable router firewalls, which may be blocking connections for DIRECTV services. Retry "Connect Now" test to verify Internet connectivity. 7. Instruct customer to verifythat their ISP is not limiting access for additional IP addresses. 8. Instruct customer to verifythat their router is properly configured to support the number of devices on their network. Some routers default to only 10 devices.

87-xxx

Your receiver is connected to DIRECTV via the Internet.

1. The receiver successfully connects to theInternet, but cannot connect to a specific DIRECTV server. 2. The DIRECTV server may be unavailable,or the customer's router could be blocking access. 3. Broadband callback not successful,try again later.

1. Wait a few minutes andretry using "Restore Defaults" and then "Connect Now." 2. If 87 code still occurs, verifyaccess to TV Apps, VOD and YouTube, and inform the customer they may need to disable router firewalls which may be blocking connections for DIRECTV services. Retry "Connect now" test to verify Internet connectivity.

88-xxx Your receiver is connected to DIRECTV via the Internet.

This is a completion code, not a failure code, and indicates that the receiver has successfully connected to the Internet and the DIRECTV server.

1. Broadband callback wassuccessful. 2. Enter completion code onhandheld device.

8/18/2014 This enclosed content was developed by the DIRECTV Advanced Technical Services Team Denver, CO. The information contained on this page is confidential, proprietary DIRECTV business information and is intended for authorized users only. Unauthorized use, disclosure or copying of this



Codes - July 2014 SYSTEM

TEST ERROR CODE


Instruction

93 (HR44 ONLY)

Your receiver is connected to the wireless network, but it is not connected to the Internet.

HR44 internal WiFi DECA is connected to the local wireless network but not the Internet.

1. Reboot the modem/router.2. If the customer has aseparate modem from the router, be sure to unplug the modem first. 3. Plug the modem back infirst if it's separate, then plug the router back in 4. Press DASH button tocheck if the receiver is connected to the Internet. If issue persists, refer the customer to the router manual, manufacturer or ISP.

94 (HR44 ONLY)

The receiver is not connected to a wireless network. There are [number] wireless networks in range.

HR44 internal WiFi DECA is not connected to the local wireless network, but there are wireless networks detected.

1. Unplug the router for 30seconds. 2. Press DASH button tocheck if the receiver is connected to the Internet. 3. If issue persists, helpcustomer repeat network setup with WPS or manually.

95 (HR44 ONLY)

The receiver is not connected to a wireless network.

HR44 internal WiFi DECA is not connected to the local wireless network, and there are no wireless networks detected or in range.

1. Unplug the router for 30seconds. 2. Press DASH button tocheck if the receiver is connected to the Internet. 3. If issue persists, helpcustomer repeat network setup with WPS or manually.

96 (HR44 ONLY)

The received wireless network signal is weak. This may affect performance.

HR44 internal WiFi DECA is connected to the Wi-Fi router; however, the Wi-Fi signal strength is poor.

1. On the remote, press andhold INFO to get to System Info & Test, select "More System Info." 2. If wireless signal strengthis not "Excellent" or "Good," move router.




Codes - July 2014 SYSTEM

TEST ERROR CODE


Instruction

97 (HR44 ONLY)

There is a history of wireless network signal weakness. This may affect performance.

HR44 internal WiFi DECA is connected to the Wi-Fi router; however, there is a history of poor WiFi signal strength.

Diagnostic code is triggered whenever the HR44 has been recently disconnected from the wireless network.

98 (HR44 ONLY)

There is a history of wireless network disconnects. This may affect performance.

HR44 internal WiFi DECA is connected to the Wi-Fi router; however, there is a history of Wi-Fi signal disconnects.

1. HR44 internal WiFi DECA isconnected to the WiFi router; however, the WiFi signal strength is poor. 2. On the remote, press andhold INFO to get to "System Info & Test," Select "More System Info." 3. If wireless signal strengthis not "Excellent" or "Good," move router.



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