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Posted Jun 30, 2013
11:36:18 AM
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GenieGO status lights not lighting up

I installed my GenieGo to my wireless router per the instructions.  I have 4 HD DVRs, including one Genie, and they are all connected using Whole-Home with the SWiM system.  The GenieGO network light is blue, the status light is yellow, and the activity light appears to be dark and not lit up.  I have unplugged everything and plugged it all back in again, and nothing has changed.  I downloaded the GenieGO app on my computer and it says "No HD DVRs found."  Any suggestions?

I installed my GenieGo to my wireless router per the instructions.  I have 4 HD DVRs, including one Genie, and they are all connected using Whole-Home with the SWiM system.  The GenieGO network light is blue, the status light is yellow, and the activity light appears to be dark and not lit up.  I have unplugged everything and plugged it all back in again, and nothing has changed.  I downloaded the GenieGO app on my computer and it says "No HD DVRs found."  Any suggestions?

GenieGO status lights not lighting up

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Jun 30, 2013 12:48:26 PM
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ACE - Expert

Please tell us your modem and router model number

Please tell us your modem and router model number

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Jun 30, 2013 12:57:46 PM
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ACE - Professor

How exactly is the GenieGo connected to your home network router?

How exactly is the GenieGo connected to your home network router?

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Jun 30, 2013 2:00:44 PM
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Teacher

My modem and wireless router is a combo unit provided by Time Warner Cable.  It's a Motorola SURFboard SBG6580.  The GenieGO is connected to the router with the Ethernet cable that came in the box.

My modem and wireless router is a combo unit provided by Time Warner Cable.  It's a Motorola SURFboard SBG6580.  The GenieGO is connected to the router with the Ethernet cable that came in the box.

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Jun 30, 2013 2:26:30 PM
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Expert

For starters, leave the Ethernet cable connected to your router/modem and disconnect AC power from the GenieGO, wait a couple of minutes and plug it back in.  On each of your DVR's, press the dash :smileyminus: button and confirm that the resulting message indicates Internet connected.

For starters, leave the Ethernet cable connected to your router/modem and disconnect AC power from the GenieGO, wait a couple of minutes and plug it back in.  On each of your DVR's, press the dash :smileyminus: button and confirm that the resulting message indicates Internet connected.

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Jun 30, 2013 3:00:26 PM
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Teacher

I unplugged the GenieGO and left it unplugged for a few minutes before plugging it back in.  (I've done this 4 or 5 times today, but just did it again, just in case) I also checked all 4 DVRs and they all say SWiM Connected and Internet: Connected.  Unfortunately, I have the same result, the GenieGO is not functioning.

I unplugged the GenieGO and left it unplugged for a few minutes before plugging it back in.  (I've done this 4 or 5 times today, but just did it again, just in case) I also checked all 4 DVRs and they all say SWiM Connected and Internet: Connected.  Unfortunately, I have the same result, the GenieGO is not functioning.

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Jun 30, 2013 3:08:39 PM
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ACE - Professor

How long are you waiting?  The GenieGo might be downloading and trying to install updated software.   Leave it alone for a few hours and see if all three blue lights eventually come on.

How long are you waiting?  The GenieGo might be downloading and trying to install updated software.   Leave it alone for a few hours and see if all three blue lights eventually come on.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Jun 30, 2013 4:08:16 PM
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Teacher

I'll try waiting a few more hours and I'll post an update tomorrow.

I'll try waiting a few more hours and I'll post an update tomorrow.

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Jun 30, 2013 4:19:09 PM
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ACE - Expert
Make sure that any firewalls on your gateway are off until the GenieGO "settles" then you can turn them back on
Make sure that any firewalls on your gateway are off until the GenieGO "settles" then you can turn them back on
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Jun 30, 2013 5:20:27 PM
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Teacher

Shutting off the gateway firewall seems like a good idea, but there doesn't appear to be a Firewall control on the administrative capabilities for this SURFboard SBG6580 cable modem/router.  The GenieGO has now been plugged in all day and the status light is still yellow and the activity light is still dark.

Shutting off the gateway firewall seems like a good idea, but there doesn't appear to be a Firewall control on the administrative capabilities for this SURFboard SBG6580 cable modem/router.  The GenieGO has now been plugged in all day and the status light is still yellow and the activity light is still dark.

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Jun 30, 2013 5:24:51 PM
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ACE - Expert
It def sound like a firewall issue to me.  Have you tried doing a Google search?
It def sound like a firewall issue to me.  Have you tried doing a Google search?
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Jun 30, 2013 5:29:10 PM
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Teacher

According to what I've read after Googling the issue, this modem claims to have "advanced intelligent design" and you can't shut it off.  Maybe I could take the GenieGo to another network to get updated and then bring it back to my house and try again??

According to what I've read after Googling the issue, this modem claims to have "advanced intelligent design" and you can't shut it off.  Maybe I could take the GenieGo to another network to get updated and then bring it back to my house and try again??

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Jun 30, 2013 5:33:11 PM
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ACE - Expert
Maybe, but I think the gateway is blocking the GenieGo from "talking" to DirecTV servers.  so even if it updates, it might not in your house until is able to comunicate with the mothership.
Maybe, but I think the gateway is blocking the GenieGo from "talking" to DirecTV servers.  so even if it updates, it might not in your house until is able to comunicate with the mothership.
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Jun 30, 2013 6:32:42 PM
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Teacher

I found directions on the Motorola web site for shutting off the gateway firewall, which I did about an hour ago.  Also restarted everything again.  Unfortunately, this hasn't made any difference.  The GenieGO lights still won't turn blue.

I found directions on the Motorola web site for shutting off the gateway firewall, which I did about an hour ago.  Also restarted everything again.  Unfortunately, this hasn't made any difference.  The GenieGO lights still won't turn blue.

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Jun 30, 2013 6:42:09 PM
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ACE - Expert
Press and hold the GenieGo reset button for about a minute.  see if that hepls nowthat you   ahve disable the firewall
Press and hold the GenieGo reset button for about a minute.  see if that hepls nowthat you   ahve disable the firewall
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Jun 30, 2013 7:41:22 PM
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Tutor

Hi there, you might need to open up the ports on your Modem/Router, I still do not have a GenieGo but as per the instructions on the DirecTV site it appears not all gateways open the ports automatically.

Hi there, you might need to open up the ports on your Modem/Router, I still do not have a GenieGo but as per the instructions on the DirecTV site it appears not all gateways open the ports automatically.

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Jun 30, 2013 8:21:02 PM
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ACE - Expert
in order for the ports to be open for OOH, the GenieGo must first be able to "call" the mothership
in order for the ports to be open for OOH, the GenieGo must first be able to "call" the mothership
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Jul 1, 2013 3:51:01 AM
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Tutor

Why not just open the ports manually? I think that's what his problem is.

Why not just open the ports manually? I think that's what his problem is.

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Jul 1, 2013 4:09:07 PM
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Teacher

I opened all the ports and it's still not working.  I contacted DirecTV tech support and they couldn't fix it either.  They're escalating to their engineering group.  Thanks for your help everyone.

I opened all the ports and it's still not working.  I contacted DirecTV tech support and they couldn't fix it either.  They're escalating to their engineering group.  Thanks for your help everyone.

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Jul 1, 2013 4:29:34 PM
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ACE - Expert
did you reset the GenieGo after shuting down your firewall?
did you reset the GenieGo after shuting down your firewall?
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Jul 1, 2013 4:49:37 PM
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Teacher

Just tried that again.  Same result.

Just tried that again.  Same result.

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Jul 2, 2013 7:11:17 PM
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Mentor

Have you considered that the GenieGo may be defective ? It is not out of the realm of possibility.   Call and explain the situation and ask for a replacement unit..  Just a thought..

Have you considered that the GenieGo may be defective ? It is not out of the realm of possibility.   Call and explain the situation and ask for a replacement unit..  Just a thought..

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Jul 2, 2013 7:13:56 PM
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ACE - Expert
it could very well be.  However, the signs points to a network issue
it could very well be.  However, the signs points to a network issue
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

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Jul 2, 2013 7:19:52 PM
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Teacher

A DirecTV Engineer is scheduled to call me Wednesday night.  I assume he can authorize a replacement device if he determines mine is faulty.

A DirecTV Engineer is scheduled to call me Wednesday night.  I assume he can authorize a replacement device if he determines mine is faulty.

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Jul 3, 2013 12:14:11 PM
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Mentor

I do not know much about networks, but it seems as if he has tried everything we have suggested and still the GenieGo does not act right.  But then again like I said you know more than I do..

I do not know much about networks, but it seems as if he has tried everything we have suggested and still the GenieGo does not act right.  But then again like I said you know more than I do..

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Jul 3, 2013 7:32:24 PM
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Teacher

DirecTV called me tonight and they still couldn't correct the problem.  They scheduled another engineer to call me Sunday night.  I can't believe it's this difficult.

DirecTV called me tonight and they still couldn't correct the problem.  They scheduled another engineer to call me Sunday night.  I can't believe it's this difficult.

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Jul 4, 2013 3:53:13 AM
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Mentor

I know it is disheartening,  but you know that they are working on finding the problem.

I know it is disheartening,  but you know that they are working on finding the problem.

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Jul 4, 2013 9:37:22 AM
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Tutor

I have the same router (Motorola SBG658) from Time Warner, the Genie Receiver is connected via Wireless Connection Kit...the GenieGO is connected directly to the router...my issue is that I can prepare content and then download to phone but then the GenieGO "prepares for others" the same show and freezes up the GenieGO...it doesnt allow me to prepare anything else...I have already got a replacement GenieGO sent to me from DirecTV and still have the same problem....Let me know if u get yours up and running, I would like to compare settings for the router...wehuntfamily@gmail.com   (Chris)

I have the same router (Motorola SBG658) from Time Warner, the Genie Receiver is connected via Wireless Connection Kit...the GenieGO is connected directly to the router...my issue is that I can prepare content and then download to phone but then the GenieGO "prepares for others" the same show and freezes up the GenieGO...it doesnt allow me to prepare anything else...I have already got a replacement GenieGO sent to me from DirecTV and still have the same problem....Let me know if u get yours up and running, I would like to compare settings for the router...wehuntfamily@gmail.com   (Chris)

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Jul 7, 2013 2:13:39 PM
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Teacher

The same level 1 DirecTV tech called me again tonight and suggested that we reinstall the GenieGO app on my computer and reactivate.  I tried to tell him I was certain nothing was going to work until we could get all the lights on the GenieGO to turn blue, but he didn't believe me.  30 minutes later, after reinstalling the app and futzing around with him on the phone, I'm still at the same place.  The tech is planning to get more advice from another Engineer and call me back again on Tuesday night.  I requested to let me speak directly to a "real engineer", but he said he couldn't allow me to do that.  I'm losing confidence that we'll be able to correct this problem.

The same level 1 DirecTV tech called me again tonight and suggested that we reinstall the GenieGO app on my computer and reactivate.  I tried to tell him I was certain nothing was going to work until we could get all the lights on the GenieGO to turn blue, but he didn't believe me.  30 minutes later, after reinstalling the app and futzing around with him on the phone, I'm still at the same place.  The tech is planning to get more advice from another Engineer and call me back again on Tuesday night.  I requested to let me speak directly to a "real engineer", but he said he couldn't allow me to do that.  I'm losing confidence that we'll be able to correct this problem.

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Jul 8, 2013 5:05:33 AM
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Mentor

I had written you earlier that your Geniego might be Defective,  just for giggles call Direct and ask for a replacement unit. While you are waiting for the level 1 tech to recover from the cranial rectal insertion it will give you something to do, and it might even cure the problem..Smiley Wink

I had written you earlier that your Geniego might be Defective,  just for giggles call Direct and ask for a replacement unit. While you are waiting for the level 1 tech to recover from the cranial rectal insertion it will give you something to do, and it might even cure the problem..Smiley Wink

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