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Genie 2 – Troubleshooting & Tips From AT&T

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Genie 2 – Troubleshooting & Tips From AT&T

 

Genie2.pngIf you are having trouble with your Genie 2, the information below may help. 

 

Reset The Genie 2

In some instances, resetting the Genie 2 by pressing the red reset button may resolve the issues you are having. If it does not, continue below.

 

Genie 2 Environment – What is around it?

The environment of the Genie 2 can impact performance. Electronics near the Genie 2 can emit interference that may affect the wireless connection. This in turn can impact your experience. The tips below are tips we learned while troubleshooting devices with Wi-Fi connections. We recommend:

  • Keeping electronics at least 2 or 3 feet from the Genie 2.
  • Place the Genie 2 in a central location in your home, near the modem and your receivers.
  • Placing the Genie 2 in an elevated location.
  • Making sure it is off carpet or fabric surfaces.

The recommendations above can also improve your overall internet experience. The same recommendation we have for the Genie 2 are the same for you internet modem. You will find additional recommendations in our Wi-Fi Troubleshooting Hub.

 

Internet Connection

Your internet plan can impact how your Genie 2 functions. For example, if you are attempting to download On Demand content and have a low tier internet plan, the content make take longer than expected to download. Our Internet Speed article has information on what you can do to improve your experience. 

 

Error Messages

Your Genie 2 has fallen down and can’t get up!

This error means the Genie may not be upright or tilted. Make sure it is in an upright position.

 

Streaming conflict

This error has means you do not have enough streams to perform the function you are attempting to do. This error will also appear when you try to stream more than two 4K streams. To resolve this error, you can perform one of the following:

 

  • Cancel a recording
  • Select “Take This Session.” This will stop Double-Play at the location it was enabled.
  • No option is available: You will need to stop playback from the receiver itself by placing it in standby (turning off the receiver). You may need to go to the room the receiver is in to do this.
  • Press Exit: This will not allow you to record or watch the stream. The error will remain until one of the above options is performed.

Community Member Recommendation

jjanton1 posted a fix that may help. Place the Genie 2 on a timer

 

Still Need Help?

Chat with us.

 

ChrisZ, AT&T Community Specialist 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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‎02-27-2018 12:57 PM

Re: Genie 2 – Troubleshooting & Tips From AT&T

Having trouble with the Genie 2? The information above may help. 

 

ChrisZ, AT&T Community Specialist 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Tags (1)
Message 2 of 8
Mentor

Re: Genie 2 – Troubleshooting & Tips From AT&T

AT&T - Would suggest you review this entire AT&T technical forum thread and provide input.

 

https://forums.att.com/t5/DIRECTV-DVR-Receivers/Genie-2-On-Demand-Not-Working/td-p/5405682

 

Message 3 of 8
Contributor

Re: Genie 2 – Troubleshooting & Tips From AT&T

So... after a year... still can't connect with the phone app.  Can't record remotely. Can't watch taped shows.

 

Apps for stations like Showtime do not recognize that I pay for them at DirecTV and won't let me sign in to watch online... which I always could with my Genie 1.

 

There is at least 1 glitch in at least 50% of shows we DVR.

 

Now the List is getting weird, turning up some part of the list but leaving a large amount of DVRer content off the list, thus unwatchable... until it glitches back and the list goes back to normal.

 

Aggravating... especially at over $200 a month and the "newest tech."

Message 4 of 8
Mentor

Re: Genie 2 – Troubleshooting

For that to work, the directTV genie and your phone need to be on the same network (same SSID). I had the same problem, once.



John
jebinc@live.com
Message 5 of 8
Contributor

Re: Genie 2 – Troubleshooting

So it can’t work remotely? Only inside the same home?
Message 6 of 8
Mentor

Re: Genie 2 – Troubleshooting

You have to set up the service on the phone while in the house. The phone needs to be registered to the DirecTV genie – that can only be done in the house on the same network. Once that is complete, you run an app to prepare the DRV for download (there are settings and you get to select which recordings to “prepare” for remote viewing. Once that is done, you can watch them anywhere or while away on business or vacation. Same process applies for ipads and Android tablets/phones. Search DirecTV and/or Google for detailed instructions
Message 7 of 8
Contributor

Re: Genie 2 – Troubleshooting

I pressed red reset button on side of genie.  It worked! I was afraid I would delete password and other info so didn't want to try that solution. 

 

Message 8 of 8
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