GenieGo app will install but won't open on Android tablet (black screen)

Mentor

GenieGo app will install but won't open on Android tablet (black screen)

I'm trying to get this app to work on a brand new (stock, unrooted) Dell Venue tablet with Android 4.2.2 Jelly Bean.  It installs fine, but when I open the app all I see is a blank (black) screen, then Android says the app is unresponsive and prompts you to close the process and report the failure online.

I see from the Google Play reviews that there are a number of other Android tablet users who were not successful in installing/using this app (that also encountered a black screen too).  I'm not sure I can trust the list of officially supported devices because the app works fine on my Samsung Galaxy Note 3 (not listed as supported) but doesn't work on my iPad (supported).  GenieGo works fine on my PC's and Samsung Galaxy Note 3 phones, so I know there is not a network configuration issue.

When I first got my Note 3, GenieGo would play locally downloaded programs but would not stream anything.  Then DirecTV updated their app and everything suddenly started working like it does on my PC clients.  Is this a case where the Dell Venue is just not compatible or supported yet, but in time, this product (and/or Android 4.2.2 Jelly Bean) will be supported later?  I purchased the Dell Venue tablet specifically to use with GenieGo, so if it's never going to work, I will return it for a different product that I know will work with GenieGo.

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Message 1 of 22
Expert

Re: GenieGo app will install but won't open on Android tablet (black screen)

As I understand it the Dell Venue has a Windows 8.1 OS.  I would guess that the GenieGO Apps and software will update eventually to cover 8.1, but that is only an assumption on my part.  Directv never pre announces software updates so no one here could tell you for a fact.

Message 2 of 22
Mentor

Re: GenieGo app will install but won't open on Android tablet (black screen)

There are 2 versions of the Dell Venue: The regular Android version and the Windows "Pro" version. I have the Android version and the GenieGo app in question is the one available in the Google Play store.

Message 3 of 22
Mentor

Re: GenieGo app will install but won't open on Android tablet (black screen)

DirecTV just released version 2.0 of the Android GenieGo app in the Play store today.  I was very hopeful, however I downloaded it and it still doesn't work on my Dell Venue tablet.

Message 4 of 22
Contributor

Re: GenieGo app will install but won't open on Android tablet (black screen)

Correct.  Having same issue.  App does not work.  Sits on black screen inactive.  My Genie is up and running on iPad so I know the problem is android app 100%.

App is broken.

Message 5 of 22
Mentor

Re: GenieGo app will install but won't open on Android tablet (black screen)

Dell released an update for Android 4.3 today.  I uninstalled GenieGo, upgraded from 4.2.2 to 4.3, re-installed GenieGo, and it still goes to a blank screen. 

I learned something else though: I noticed that if I leave the GenieGo application running (at the blank black screen), it will completely fill up my device’s memory in a matter of hours.  I don’t know what the app is doing or what it’s downloading or creating in local memory, but it’s clearly doing something even though the screen is blank.

Please contact DirecTV (open a ticket, etc.) so they will address this soon!

Message 6 of 22

Re: GenieGo app will install but won't open on Android tablet (black screen)

I've having this same exact issue on a brand new Asus MemoPad 10 running Android 4.2.2 - I also have another brand new Asus MemoPad 7 that is running it no problems... nothing but a blank screen after the install and attempting to open... ugh!!! the MemoPad 10 was a gift for my wife because directv is no longer supporting the iPad Gen 1 which she was using and the regular directv app would no longer work but the genie would work. now she has a new android tablet and the directv app works but not the geniego app. I should never have switched from TimeWarner cable in August, now I'm locked in this stupid 2 year contract with directv... directv apps/technologies are so buggy... this entire experience with directv has been a nightmare...

Message 7 of 22
Expert

Re: GenieGo app will install but won't open on Android tablet (black screen)

You need to do some careful review of the Directv App that is working on your Wife's new tablet.   The new App, released just a few days ago, combines all of the Directv functions in a single App, the Remote, all of the streaming and other functions and the GenieGO.  The latter requires a secondary setup in the Pad.  If it were mine, I'd delete all the Directv Apps you are currently running, do a reset, then download a fresh copy of the App.  Again, the GenieGO version will require some additional setup after the App is open and running.

Message 8 of 22

Re: GenieGo app will install but won't open on Android tablet (black screen)

Thank you for your help and assistance. I thought this new version supported geniego as well but when I go into the playlist area (which is where I am should be going) I can see the playlist items but nothing is viewable/streamable to the device. Only stream to tv is enabled/green. When I click watch, watch on phone, it states "this show is not currently available On Demand on your phone". Thank you again for your help.

Message 9 of 22

Re: GenieGo app will install but won't open on Android tablet (black screen)

Ok, I've deleted all directv apps and am re-installing. On goggle play, I see a directv app for tablets released on dec 20, 2013 and a directv app released on dec 19, 2014 - which one should I be installing? When I install the directv for tablets app and try to run it, I get a "Unfortunately, DIRECTV has stopped" message and cannot go any further. I can install the reg app but the playlist items are not streamable.

Message 10 of 22
Mentor

Re: GenieGo app will install but won't open on Android tablet (black screen)

The only version that comes up for me in my Google Play store is the Dec. 19 version. DirecTV apparently merged the GenieGo app functionality into the Apple (iOS) version of its DirecTV app, but I don't see the same in the Android version (on the phone, DirecTV told me the Android version would be updated later).  The only options when I view my playlist are to watch an on-demand version (not available for most programs) or to watch on TV.  The "Watch on Phone" or tablet option is grayed out.  I don't think GenieGo has been baked into the Android DirecTV app (yet).

Can anyone confirm that they can watch a recorded program on their playlist using the new (Dec 19) version of the DirecTV app?  And does it allow live streaming both inside the home and outside the home?

Message 11 of 22

Re: GenieGo app will install but won't open on Android tablet (black screen)

Please advise - pretty much stuck at this point. Thank you for your help. It is much appreciated.

Message 12 of 22

Re: GenieGo app will install but won't open on Android tablet (black screen)

You may need to select more apps by thus developer to see the tablet version.

Message 13 of 22
Mentor

Re: GenieGo app will install but won't open on Android tablet (black screen)

dcd wrote:

all of the streaming and other functions and the GenieGOThe latter requires a secondary setup in the PadAgain, the GenieGO version will require some additional setup after the App is open and running.

What is the additional setup?  (And how do I initiate it?)

Message 14 of 22
Mentor

Re: GenieGo app will install but won't open on Android tablet (black screen)

I see the "DirecTV for Tablets" version (updated 12/20) when I click "See more" but after I install that version, it doesn't even open (says "unfortunately, DIRECTV has stopped" and asks to report the error).  I don't think this version is compatible with my device (which is why it didn't show up in my Play Store by default).  The phone version of the app opens and works fine on my tablet.  It just won't stream recorded programs (and the description for both phone and tablet versions of the app say the same thing, streaming On Demand or Live is possible, but no mention of recorded programs of GenieGo functionality).

Message 15 of 22
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