Helpful Links

GenieGo OOH not working

Teacher

GenieGo OOH not working

My GenieGo OOH is not working. It keeps saying that GenieGo Out of Home Access is not set up, even though I went through the set up process. My DVR is connected to a Netgear N900 router, model WNDR4500v2 via Ethernet cable. Then my router is connected to my Motorola Surfboard cable modem, model SBG6580 also via Ethernet.  My GeneiGo is also connected to the Netgear router.  Now that I connected my DVR to my wireless router with an Ethernet cable I can download shows to my iPad, it is just the OOH that is not working.

Tags (3)
3,417 Views
Message 1 of 15
Tutor

Re: GenieGo OOH not working

I had the same problem with a similar configuration.  I have the GenieGo device connected to a Linksys router which is then connected to a 2Wire modem's Ethernet port.  The automatic setup for OOH in the mobile GenieGO app added the port forwarding information to the Linksys router with the GenieGO device's IP address.  Make sure that this IP address for the GenieGO in your router's port forwarding is a reserved address via DHCP reservation.

What I realized after trying to figure out why the OOH test wouldn't work was that I had to also manually add the same port forwarding info in the 2Wire modem but the IP address needs to be the address the modem assigned to my Linksys.  Once I did that...it worked.

The GenieGO manual/FAQ doesn't reference this type of configuration when troubleshooting.  It only refers to multiple router setups.  A router and separate ISP modem setup should be added to the FAQ.

Message 2 of 15
Teacher

Re: GenieGo OOH not working

How do I get the I.P. Address that the modem has assigned to my router?

Date: Sat, 27 Jul 2013 14:15:24 -0700

From: directv-admin@forums.directv.com

To: lil_abner06@msn.com

Subject: Re: - GenieGo OOH not working

DIRECTV Technical Forums

GenieGo OOH not working

reply from borromini in DIRECTV GenieGO - View the full discussion

I had the same problem with a similar configuration. I have the GenieGo device connected to a Linksys router which is then connected to a 2Wire modem's Ethernet port. The automatic setup for OOH in the mobile GenieGO app added the port forwarding information to the Linksys router with the GenieGO device's IP address. Make sure that this IP address for the GenieGO in your router's port forwarding is a reserved address via DHCP reservation.

What I realized after trying to figure out why the OOH test wouldn't work was that I had to also manually add the same port forwarding info in the 2Wire modem but the IP address needs to be the address the modem assigned to my Linksys. Once I did that...it worked.

Reply to this message by replying to this email, or go to the message on DIRECTV Technical Forums

Start a new discussion in DIRECTV GenieGO by email or at DIRECTV Technical Forums

Following DIRECTV GenieGO in these streams:

Inbox

Following GenieGo OOH not working in these streams:

Inbox

Message 3 of 15
Administrator

Re: GenieGo OOH not working

You might be able to an http to your modem. That is how I did it. Not sure where to look, but it should be in there somewhere.

Message 4 of 15
Tutor

Re: GenieGo OOH not working

All you have to do is go into your Netgear router's interface and lookup the IP address of your "gateway"...that should be the modem's IP address.  Type that address in your browser and it should take you to the modem's interface.  Then see if you can find port forwarding or firewall "pinhole" settings.

Message 5 of 15
Teacher

Re: GenieGo OOH not working

I have found the port forwarding in my modem, I just need to figure out what I.P. address to enter in there.

Date: Sat, 27 Jul 2013 23:52:23 -0700

From: directv-admin@forums.directv.com

To: lil_abner06@msn.com

Subject: Re: - GenieGo OOH not working

DIRECTV Technical Forums

GenieGo OOH not working

reply from borromini in DIRECTV GenieGO - View the full discussion

All you have to do is go into your Netgear router's interface and lookup the IP address of your "gateway"...that should be the modem's IP address. Type that address in your browser and it should take you to the modem's interface. Then see if you can find port forwarding or firewall "pinhole" settings.

Reply to this message by replying to this email, or go to the message on DIRECTV Technical Forums

Start a new discussion in DIRECTV GenieGO by email or at DIRECTV Technical Forums

Following DIRECTV GenieGO in these streams:

Inbox

Following GenieGo OOH not working in these streams:

Inbox

Message 6 of 15
Tutor

Re: GenieGo OOH not working

You put the IP address of your Netgear router.

Message 7 of 15
Contributor

Re: GenieGo OOH not working

I am having the exact same issue. Did you get yours resolved?

Message 8 of 15
Teacher

Re: GenieGo OOH not working

Not yet. I set the I.P. address of my router into the port forwarding of my modem and it still is not working. Not sure if this is the problem or not, but I could not enter the I.P. address of the router in the reserve new I.P. address section of the modem as it will only let me change the last three digits. It will not let me change the 0 before that to a 1.

Date: Tue, 30 Jul 2013 06:31:24 -0700

From: directv-admin@forums.directv.com

To: lil_abner06@msn.com

Subject: Re: - GenieGo OOH not working

DIRECTV Technical Forums

GenieGo OOH not working

reply from shamda in DIRECTV GenieGO - View the full discussion

I am having the exact same issue. Did you get yours resolved?

Reply to this message by replying to this email, or go to the message on DIRECTV Technical Forums

Start a new discussion in DIRECTV GenieGO by email or at DIRECTV Technical Forums

Following DIRECTV GenieGO in these streams:

Inbox

Following GenieGo OOH not working in these streams:

Inbox

Message 9 of 15
Employee

Re: GenieGo OOH not working

Whenever two routers are involved the GenieGO can only setup the first one.  The second router has to be setup manually for port forwarding if it’s not already setup in bridge mode.

you can confirm if two routers are present by using the trace route utility.  On Windows PCs, you have to go to a command prompt (in the search files and programs window at the bottom left corner of the menu enter CMD) and then enter tracert www.directv.com.  If you are running windows 7, you first must enter cd \windows\system32 before entering the tracert command.  iOS and Android devices also have this command but it’s best to use a PC connected to the same router the GenieGO or broadband DECA is on since the wireless devices may be connecting to the 2nd router’s wifi.

This command shows the router hops it takes to get from the PC to the Internet.  If there’s a 2ndrouter in the path it will show the 2nd internal IP address as the 2nd hop.  In other words you may see 192.168.1.1 as the first hop and 192.168.0.1 (or 10.0.0.1/172.31.0.1; any internal private IP address) for the 2nd hop.  192.168.1.1 and 192.168.0.1 are valid for two routers because they are on two different subnets.

So if you see a 2nd hop using an internal IP address that’s the router they need to login to and setup manual port forwarding (Netgear is documented on the webpage support tool).  However instead of using the GenieGO’s IP address on this 2nd router, you have to use the WAN address assigned to the first router.  That WAN address will actually be a DHCP IP assigned by the 2nd router, so if the 2nd router is using 192.168.0.1 the WAN address on the first router could be anything in the 192.168.0.x range.

I believe the GenieGO will already take care of the port mapping on the first router without setting it up manually and you need to get the WAN IP from that same router.  So first have  login to the Linksys and delete all manual port mappings for the GenieGO.  You can leave the DHCP IP address reservation for the GenieGO as is.  Then go to the status screen and record the Internet IP address from the bottom half of the screen; this is the IP that will be used to setup forwarding on the 2nd router instead of the GenieGO’s IP address.

Once you have done that you can logout of the Linksys and then login to the Netgear using the same IP address shown as the 2nd hop.  Then just follow the manual config process on the webpage for the Netgear (use the same ports of 8082/8083).  

Once you complete this, reboot the GenieGO and exit and restart the client.  After the GenieGO lights are all blue / flashing blue, wait another 3-4 minutes and then go to the client setup screen, scroll down to the bottom and see if OHS testing passes.

Employee Contributor*
*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.
Message 10 of 15
Teacher

Re: GenieGo OOH not working

Okay I got it. I had to enter the MAC and I.P. addresses that are listed under "Internet Port", instead of router information.

Date: Tue, 30 Jul 2013 16:44:27 -0700

From: directv-admin@forums.directv.com

To: lil_abner06@msn.com

Subject: Re: - GenieGo OOH not working

DIRECTV Technical Forums

GenieGo OOH not working

reply from peds48 in DIRECTV GenieGO - View the full discussion

Whenever two routers are involved the GenieGO can only setup the first one. The second router has to be setup manually for port forwarding if it’s not already setup in bridge mode.

you can confirm if two routers are present by using the trace route utility. On Windows PCs, you have to go to a command prompt (in the search files and programs window at the bottom left corner of the menu enter CMD) and then enter tracert www.directv.com. If you are running windows 7, you first must enter cd \windows\system32 before entering the tracert command. iOS and Android devices also have this command but it’s best to use a PC connected to the same router the GenieGO or broadband DECA is on since the wireless devices may be connecting to the 2nd router’s wifi.

This command shows the router hops it takes to get from the PC to the Internet. If there’s a 2ndrouter in the path it will show the 2nd internal IP address as the 2nd hop. In other words you may see 192.168.1.1 as the first hop and 192.168.0.1 (or 10.0.0.1/172.31.0.1; any internal private IP address) for the 2nd hop. 192.168.1.1 and 192.168.0.1 are valid for two routers because they are on two different subnets.

So if you see a 2nd hop using an internal IP address that’s the router they need to login to and setup manual port forwarding (Netgear is documented on the webpage support tool). However instead of using the GenieGO’s IP address on this 2nd router, you have to use the WAN address assigned to the first router. That WAN address will actually be a DHCP IP assigned by the 2nd router, so if the 2nd router is using 192.168.0.1 the WAN address on the first router could be anything in the 192.168.0.x range.

I believe the GenieGO will already take care of the port mapping on the first router without setting it up manually and you need to get the WAN IP from that same router. So first have login to the Linksys and delete all manual port mappings for the GenieGO. You can leave the DHCP IP address reservation for the GenieGO as is. Then go to the status screen and record the Internet IP address from the bottom half of the screen; this is the IP that will be used to setup forwarding on the 2nd router instead of the GenieGO’s IP address.

Once you have done that you can logout of the Linksys and then login to the Netgear using the same IP address shown as the 2nd hop. Then just follow the manual config process on the webpage for the Netgear (use the same ports of 8082/8083).

Once you complete this, reboot the GenieGO and exit and restart the client. After the GenieGO lights are all blue / flashing blue, wait another 3-4 minutes and then go to the client setup screen, scroll down to the bottom and see if OHS testing passes.

Reply to this message by replying to this email, or go to the message on DIRECTV Technical Forums

Start a new discussion in DIRECTV GenieGO by email or at DIRECTV Technical Forums

Following DIRECTV GenieGO in these streams:

Inbox

Following GenieGo OOH not working in these streams:

Inbox

Message 11 of 15
Employee

Re: GenieGo OOH not working

Awesome.  glad I was able to help

Employee Contributor*
*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.
Message 12 of 15
Teacher

Re: GenieGo OOH not working

Thanks.

Date: Tue, 30 Jul 2013 19:45:24 -0700

From: directv-admin@forums.directv.com

To: lil_abner06@msn.com

Subject: Re: - GenieGo OOH not working

DIRECTV Technical Forums

GenieGo OOH not working

reply from peds48 in DIRECTV GenieGO - View the full discussion

Awesome. glad I was able to help

Reply to this message by replying to this email, or go to the message on DIRECTV Technical Forums

Start a new discussion in DIRECTV GenieGO by email or at DIRECTV Technical Forums

Following DIRECTV GenieGO in these streams:

Inbox

Following GenieGo OOH not working in these streams:

Inbox

Message 13 of 15
Employee

Re: GenieGo OOH not working

If you think your question was resolved, please mark the question as answered. Thanks!

Employee Contributor*
*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.
Message 14 of 15
Teacher

Re: GenieGo OOH not working

I already did.

Date: Tue, 30 Jul 2013 20:25:24 -0700

From: directv-admin@forums.directv.com

To: lil_abner06@msn.com

Subject: Re: - GenieGo OOH not working

DIRECTV Technical Forums

GenieGo OOH not working

reply from peds48 in DIRECTV GenieGO - View the full discussion

If you think your question was resolved, please mark the question as answered. Thanks!

Reply to this message by replying to this email, or go to the message on DIRECTV Technical Forums

Start a new discussion in DIRECTV GenieGO by email or at DIRECTV Technical Forums

Following DIRECTV GenieGO in these streams:

Inbox

Following GenieGo OOH not working in these streams:

Inbox

Message 15 of 15
Share this topic
Announcements

Welcome to the DIRECTV DVR & Receivers boards! Check out our troubleshooting articles below and don’t forget to search the forums - your question may have been answered already!

Is your service down? Click here to chat with us!

Additional Support