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Posted Jul 20, 2013
11:16:33 AM
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GenieGo Will Not Work on Latest MacBook Air?

I just purchased the GenieGo box and installed on my iMac desktop, iPhone5, and the original iPad.  All work fine.

I went to install on my brand new MacBook Air with the upgraded 1.7GHz Intel Dual Core i7, the fastest processor available.

It does not work.

DirecTV tech support says it must be a 1.8GHz processor.  App doesn't care (or check) if it is dual core with turbo boost up to 3.3GHz apparently.

Can this be correct?  If so, the GenieGo app will not work with any of the current MacBook Air computers that were released in June, 2013.

I just purchased the GenieGo box and installed on my iMac desktop, iPhone5, and the original iPad.  All work fine.

I went to install on my brand new MacBook Air with the upgraded 1.7GHz Intel Dual Core i7, the fastest processor available.

It does not work.

DirecTV tech support says it must be a 1.8GHz processor.  App doesn't care (or check) if it is dual core with turbo boost up to 3.3GHz apparently.

Can this be correct?  If so, the GenieGo app will not work with any of the current MacBook Air computers that were released in June, 2013.

GenieGo Will Not Work on Latest MacBook Air?

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Jul 20, 2013 12:05:05 PM
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ACE - Expert

What exactly is not working?  Error messages?

What exactly is not working?  Error messages?

*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 20, 2013 4:30:26 PM
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Employee

"it doesn't work" does not help us help you.  tell us what is going on

"it doesn't work" does not help us help you.  tell us what is going on

*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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Jul 20, 2013 5:22:16 PM
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Teacher

Message is:

"We could not activate your DIRECTV Genie GO.  There was an error activating your GenieGo.  Please try Again or call Customer Service at 1-800-531-5000 and report the error code."

There is no error code indicated, but after being on for an hour with DIRECTV tech support we determined that in the bottom right corner of the screen there is a code:  GenieGo/102.  They had no answer other than what I said above, that since my processor is a 1.7GHz and not 1.8GHz they "think" that is the issue and the app won't install.

Message is:

"We could not activate your DIRECTV Genie GO.  There was an error activating your GenieGo.  Please try Again or call Customer Service at 1-800-531-5000 and report the error code."

There is no error code indicated, but after being on for an hour with DIRECTV tech support we determined that in the bottom right corner of the screen there is a code:  GenieGo/102.  They had no answer other than what I said above, that since my processor is a 1.7GHz and not 1.8GHz they "think" that is the issue and the app won't install.

Re: GenieGo Will Not Work on Latest MacBook Air?

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Jul 31, 2013 9:14:10 AM
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Teacher

Confirmed by DIRECTV:  GenieGo App cannot distinguish the performance of the new Intel chips used by the MacBook Air.  IT WILL NOT WORK UNTIL THERE IS AN UPDATE.  No commitment for an update or a timeline.  Case closed according to DIRECTV.  Very disappointing.

Confirmed by DIRECTV:  GenieGo App cannot distinguish the performance of the new Intel chips used by the MacBook Air.  IT WILL NOT WORK UNTIL THERE IS AN UPDATE.  No commitment for an update or a timeline.  Case closed according to DIRECTV.  Very disappointing.

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Jul 31, 2013 1:37:47 PM
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Teacher

That's strange, the app works fine for me on an old mac mini with a lower processor speed.  I would try clearing the installation by holding control+command+option at the same time and the click open on the geniego app. You should get a pop up asking if you want to reset settings

That's strange, the app works fine for me on an old mac mini with a lower processor speed.  I would try clearing the installation by holding control+command+option at the same time and the click open on the geniego app. You should get a pop up asking if you want to reset settings

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Jul 31, 2013 2:19:00 PM
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Teacher

Yes, that is strange. DIRECTV says the app will not install if the

processor speed is less than 1.8GHz, irrespective of the true processing

performance. What is the GHZ speed of your Mac Mini?

Yes, that is strange. DIRECTV says the app will not install if the

processor speed is less than 1.8GHz, irrespective of the true processing

performance. What is the GHZ speed of your Mac Mini?

Re: GenieGo Will Not Work on Latest MacBook Air?

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Jul 31, 2013 6:09:33 PM
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Teacher

Tried your suggestion of clearing the installation and got the same error.  Will not activate.  Frustrating!

Tried your suggestion of clearing the installation and got the same error.  Will not activate.  Frustrating!

Re: GenieGo Will Not Work on Latest MacBook Air?

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Aug 1, 2013 7:35:01 AM
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Teacher

did you get an error code this time?

did you get an error code this time?

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Aug 1, 2013 7:44:13 AM
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Teacher

Yes, same error code GenieGO/102.

Yes, same error code GenieGO/102.

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Aug 1, 2013 10:05:04 AM
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Teacher

shot in the dark, perhaps power cycle geniego?

shot in the dark, perhaps power cycle geniego?

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Aug 1, 2013 10:16:01 AM
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Teacher

Yes, already done that, no difference.

Yes, already done that, no difference.

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Aug 2, 2013 1:01:20 PM
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Teacher

yasatr:  What is the processor type and speed in GHz on your Mac Mini?  I'm interested so I can try to explain to DIRECTV.

yasatr:  What is the processor type and speed in GHz on your Mac Mini?  I'm interested so I can try to explain to DIRECTV.

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Aug 2, 2013 3:27:40 PM
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Teacher

I Will have to double check when I am back home (travelling)sure think it is 1.5 or less.

did you try power cycling your stb and geniego? I noticed it helps when programs don't prepare.

I Will have to double check when I am back home (travelling)sure think it is 1.5 or less.

did you try power cycling your stb and geniego? I noticed it helps when programs don't prepare.

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Oct 2, 2013 9:49:19 PM
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It's now October and I just got my GenieGO yesterday.  Super excited to try it out... and the wife and I both have MacBook Airs.  Smiley Sad  I stumbled upon this thread Googling the GenieGO "We could not activate..." message and am disheartened to see that it's been an ongoing unresolved issue for three months now.  I get the exact same error code as well (thanks for pointing out where to look!).

Works on our (very) old Dell laptop and on my wife's iPhone, though.  My Samsung Galaxy S3 is also not working though I really don't care abut that.  We leave for a trip in about an hour and we really were looking forward to being able to watch our shows from our room at the resort.  Gonna have to haul the Dell along this time, I guess. :smileyangry:

It's now October and I just got my GenieGO yesterday.  Super excited to try it out... and the wife and I both have MacBook Airs.  Smiley Sad  I stumbled upon this thread Googling the GenieGO "We could not activate..." message and am disheartened to see that it's been an ongoing unresolved issue for three months now.  I get the exact same error code as well (thanks for pointing out where to look!).

Works on our (very) old Dell laptop and on my wife's iPhone, though.  My Samsung Galaxy S3 is also not working though I really don't care abut that.  We leave for a trip in about an hour and we really were looking forward to being able to watch our shows from our room at the resort.  Gonna have to haul the Dell along this time, I guess. :smileyangry:

Re: GenieGo Will Not Work on Latest MacBook Air?

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Oct 8, 2013 10:20:15 PM
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I just installed GenieGo with minor drama and it works fine on two droid devices (Samsung Note II phone & Galaxy 10.1 tablet), Win7 Pro PC, Macbook Air purchased in August (OS v. 10.8.5, 1.3 GHz Core i5, 4GB RAM). I'm fairly green with Mac OS but I've updated it a couple times since I've had the Macbook Air.  Hope this helps

I just installed GenieGo with minor drama and it works fine on two droid devices (Samsung Note II phone & Galaxy 10.1 tablet), Win7 Pro PC, Macbook Air purchased in August (OS v. 10.8.5, 1.3 GHz Core i5, 4GB RAM). I'm fairly green with Mac OS but I've updated it a couple times since I've had the Macbook Air.  Hope this helps

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Oct 10, 2013 10:17:25 AM
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Teacher

This appears to be good news, then.  What version of GenieGo is on your Macbook Air?

This appears to be good news, then.  What version of GenieGo is on your Macbook Air?

Re: GenieGo Will Not Work on Latest MacBook Air?

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Oct 10, 2013 10:22:06 AM
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Teacher

The version that comes up on my MacBook Air is 1.4.089.

The version that comes up on my MacBook Air is 1.4.089.

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Oct 10, 2013 11:18:26 AM
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When I click on the "?" and select System Info, I also have v 1.4.089.  Firmware is 1.6.p14-77861s

When I click on the "?" and select System Info, I also have v 1.4.089.  Firmware is 1.6.p14-77861s

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Oct 10, 2013 7:05:30 PM
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Teacher

Unfortunately, I have the same version of GenieGo software and firmware.  Did a completely new install and still get the same error, GenieGo/102. Doesn't work.....

Unfortunately, I have the same version of GenieGo software and firmware.  Did a completely new install and still get the same error, GenieGo/102. Doesn't work.....

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Oct 15, 2013 8:29:42 AM
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I just bought a new Macbook Air (OS X 10.8.5, Processor 1.3 GHz, Intel Core i5).  I downloaded the Geniego app and it works great.  I did, however, originally register the app on another compatible device.  I originally installed the app on an old iPhone 3GS on which I had done a jailbreak (just to use it for this purpose). Long story about getting the app to work and make it mirror to a large screen TV, but I got it to work.  I then downloaded the Geniego app to my iPhone 4S with no problem, and it works fine.  I wasn't sure the app could be used on a PC or a Mac.  So I went to the various forums to see if this was possible, and was surprised to see how much trouble everyone was having with Geniego and Macbook Air's.  Last night I thought I'd give it a whirl to see what would happen.  I downloaded the app, it registered without problem, I opened it and saw everything I had on my DVR (Genie).  I downloaded a show and the playback was fine.  Maybe my experience is an exception, but it worked!  

I just bought a new Macbook Air (OS X 10.8.5, Processor 1.3 GHz, Intel Core i5).  I downloaded the Geniego app and it works great.  I did, however, originally register the app on another compatible device.  I originally installed the app on an old iPhone 3GS on which I had done a jailbreak (just to use it for this purpose). Long story about getting the app to work and make it mirror to a large screen TV, but I got it to work.  I then downloaded the Geniego app to my iPhone 4S with no problem, and it works fine.  I wasn't sure the app could be used on a PC or a Mac.  So I went to the various forums to see if this was possible, and was surprised to see how much trouble everyone was having with Geniego and Macbook Air's.  Last night I thought I'd give it a whirl to see what would happen.  I downloaded the app, it registered without problem, I opened it and saw everything I had on my DVR (Genie).  I downloaded a show and the playback was fine.  Maybe my experience is an exception, but it worked!  

Re: GenieGo Will Not Work on Latest MacBook Air?

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Oct 15, 2013 8:37:11 AM
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Teacher

Well, I'm glad it works but still will not install on my MacBook Air (OS X 10.8.5, 1.7GHz dual-core Intel Core i7 (Turbo Boost up to 3.3GHz) with 4MB shared L3 cache). Will contact DirecTV support to see if they've got more experience to rectify since June.

Well, I'm glad it works but still will not install on my MacBook Air (OS X 10.8.5, 1.7GHz dual-core Intel Core i7 (Turbo Boost up to 3.3GHz) with 4MB shared L3 cache). Will contact DirecTV support to see if they've got more experience to rectify since June.

Re: GenieGo Will Not Work on Latest MacBook Air?

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Oct 15, 2013 8:46:47 AM
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You probably know this, but it took me awhile to figure it out: Mac's don't like to download anything that's un-Apple. When I downloaded the Geniego app (from DirecTv's website I had trouble getting it to open. If you hold down the Control key and click it you'll get some prompts to override the system's built to barrier. Once I did that, it opened and worked fine. Hope this helps.

You probably know this, but it took me awhile to figure it out: Mac's don't like to download anything that's un-Apple. When I downloaded the Geniego app (from DirecTv's website I had trouble getting it to open. If you hold down the Control key and click it you'll get some prompts to override the system's built to barrier. Once I did that, it opened and worked fine. Hope this helps.

Re: GenieGo Will Not Work on Latest MacBook Air?

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Oct 15, 2013 8:53:23 AM
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Teacher

Thanks. The app opened fine in all my install attempts but will try this and see if it will work.

Thanks. The app opened fine in all my install attempts but will try this and see if it will work.

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Oct 23, 2013 11:03:40 PM
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Teacher

Tried to install again with a fresh download and using the Control key to launch.  Still gets same error.

Downloaded Mavericks OS X 10.9 today and tried again.  Still gets same error.

Will DirecTV ever address this?

Tried to install again with a fresh download and using the Control key to launch.  Still gets same error.

Downloaded Mavericks OS X 10.9 today and tried again.  Still gets same error.

Will DirecTV ever address this?

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Nov 2, 2013 12:54:29 PM
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Teacher

Possible solution found:  Start the Mac in Safe Mode (Turn off, Power On & Press the Shift Key until you see the Apple Logo and gray screen with the thermometer bar below).  Once booted in Safe Mode, open the GenieGo App.  It will activate and bring up the content. However, when I try to play content in Safe Mode, it gives the error that the DVR is busy and cannot stream at this time.  I rebooted into normal mode, launched GenieGo App again, and all works fine.  Note:  this is from inside my home, so I will test outside on another network and update.

By the way, no one from DirecTV suggested this solution.  I was having some typical installation issues with OS X Mavericks and had to start in Safe Mode to take care of them.  I thought to try Safe Mode with GenieGo as well.

Possible solution found:  Start the Mac in Safe Mode (Turn off, Power On & Press the Shift Key until you see the Apple Logo and gray screen with the thermometer bar below).  Once booted in Safe Mode, open the GenieGo App.  It will activate and bring up the content. However, when I try to play content in Safe Mode, it gives the error that the DVR is busy and cannot stream at this time.  I rebooted into normal mode, launched GenieGo App again, and all works fine.  Note:  this is from inside my home, so I will test outside on another network and update.

By the way, no one from DirecTV suggested this solution.  I was having some typical installation issues with OS X Mavericks and had to start in Safe Mode to take care of them.  I thought to try Safe Mode with GenieGo as well.

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Nov 2, 2013 4:07:34 PM
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Teacher

Latest update:  Will work outside home.  However, cannot download programs to the MacBook Pro.  It just keeps switching between "Downloading" and "Waiting to Download" and never does download.  Restarted in Safe Mode, and it will download.  Restarted normally, will not download.  DirecTV tech support has no answers for this.

Latest update:  Will work outside home.  However, cannot download programs to the MacBook Pro.  It just keeps switching between "Downloading" and "Waiting to Download" and never does download.  Restarted in Safe Mode, and it will download.  Restarted normally, will not download.  DirecTV tech support has no answers for this.

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Nov 12, 2013 11:23:04 AM
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Teacher

Final update:  DirecTV Support came back and said the GenieGo App is not supported on OS X Mavericks.  I explained that it is working fine on my 2009 iMac with Mavericks, but not my new 2013 MacBook Pro.  They said although Mavericks isn't "supported" it "may work on some configurations."  Only solution is to wait for new release of GenieGo App for which there is no time frame for release.  According to DirecTV, my case is now closed.  Incredible that they admit an issue, don't have a solution, so they can close the case. 

Final update:  DirecTV Support came back and said the GenieGo App is not supported on OS X Mavericks.  I explained that it is working fine on my 2009 iMac with Mavericks, but not my new 2013 MacBook Pro.  They said although Mavericks isn't "supported" it "may work on some configurations."  Only solution is to wait for new release of GenieGo App for which there is no time frame for release.  According to DirecTV, my case is now closed.  Incredible that they admit an issue, don't have a solution, so they can close the case. 

Re: GenieGo Will Not Work on Latest MacBook Air?

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Nov 16, 2013 12:18:26 AM
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I got the GenieGo app to work on my wife's Macbook Air running Mavericks (she has the 11" one, I have the 13" model).  The reason I even tried was because as I noted in my previous post, I could not the get app to work on my Samsung Galaxy S3 either.  A couple week ago there was an update for the Android app so I tried it again, and lo and behold it worked!

I thought there might be a Mac app update, so I grabbed my wife's Air and installed the app (still the same version, BTW).  Worked on the first try. :smileyplain:  My Air was at work, so I could not try until this evening.  Still a no go on my Air. Smiley Sad  I uninstalled and re-downloaded the app to no avail.  Seeing bert-b's latest posts does not give me much hope this will be resolved in a timely manner, so I'll jsut wait for an app update.  I'm just lucky that it's working on my wife's Air, I guess. :smileyplain:

Jimmie

I got the GenieGo app to work on my wife's Macbook Air running Mavericks (she has the 11" one, I have the 13" model).  The reason I even tried was because as I noted in my previous post, I could not the get app to work on my Samsung Galaxy S3 either.  A couple week ago there was an update for the Android app so I tried it again, and lo and behold it worked!

I thought there might be a Mac app update, so I grabbed my wife's Air and installed the app (still the same version, BTW).  Worked on the first try. :smileyplain:  My Air was at work, so I could not try until this evening.  Still a no go on my Air. Smiley Sad  I uninstalled and re-downloaded the app to no avail.  Seeing bert-b's latest posts does not give me much hope this will be resolved in a timely manner, so I'll jsut wait for an app update.  I'm just lucky that it's working on my wife's Air, I guess. :smileyplain:

Jimmie

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Nov 30, 2013 6:43:21 PM
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Just so everyone knows I can't get this working on the latest 15 inch Macbook pro retina as well. Very frustrating.

Just so everyone knows I can't get this working on the latest 15 inch Macbook pro retina as well. Very frustrating.

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