There are two types of connection issues, the first occurs when the unit will not connect at all and the second is when the unit will not maintain the connection. In either case troubleshooting is similar and is typically a configuration issue or an issue with the physical connection.

Some common problems include issues with the LAN or WAN connecting to the internet. Additionally hardware components that make up the network may also pose a problem if it has lost its settings.

===== UNIT CONNECTS BUT FAILS PREMATURELY =====

If the unit is connecting to the ReplayTV Service but disconnects prematurely, then it is likely an issue with the database or possibly the configuration.

It can also be caused by the use of a proxy server or perhaps a web accelerator. A proxy server is a method of caching the content at your internet service provider, that way the ISP’s computer will download the requested information from the internet server instead of your computer getting from the internet. This allows the internet server to use its bandwidth to get the content much more quickly.

The ReplayTV does not typically work well with a proxy server. You may need to contact your internet service provider [ISP] to find out if a proxy server is being used to cache the connection.

RELEASE AND RENEW NETWORK SETTINGS

Occasionally network settings can be lost and just need to be refreshed. This can occur if you are using a DHCP network, follow the directions below to refresh the network settings.

• Press MENU
• Select SETUP
• Select NETWORK AND INPUT SETTINGS
• Select CHANGE NETWORK
• Select RELEASE / RENEW or CHANGE FROM MANUAL TO AUTOMATED
• Once completed, select KEEP ALL SETTINGS

CLEARING CHANNEL GUIDE

This will delete the database on the ReplayTV unit. This step will need to be performed two times. The first time will delete the database; the second time will delete the backup database. 

• Exit any menus
• Press 2 4 3 and the ZONES button
• Select CLEAR CHANNEL GUIDE
• Follow the instructions to reboot the machine.
• Repeat a second time.
• Follow the instructions below to force a connection to download the Channel Guide.

FORCE A NETWORK CONNECTION

• Exit any menus
• Press 2 4 3 and the ZONES button
• Select NET CONNECT

CHANGE ZIP CODE TO PURGE DATABASE

If the issue persists, write down all of the line Input Settings and any IR Blaster codes, etc. Then change the zip code on the ReplayTV to a different one to purge the Channel Guide data.

Also assign INPUT 1 & 2 to NOTHING; change the ANT/CATV input to ANTENNA. Once completed change back the original zip code and download the Channel Guide.

• Press MENU
• Select SETUP
• Select NETWORK AND INPUT SETTINGS or DIALING AND INPUT SETTINGS
• Highlight each LINE INPUT to review its configuration [When highlighted, a summary will be displayed on the right-hand side.]
• Select INPUT 1 & 2 and choose NOTHING
• Select ANT/CATV and choose ANTENNA
• Once completed, select KEEP ALL SETTINGS
• The unit will connect to the ReplayTV network.
• Once the connection has finished restore the settings and KEEP ALL SETTINGS

If this solution does not resolve the issue review the directions for failing to connect as many of the steps are similar.

CHECKING FOR A PROXY SERVER

Satellite internet service is more likely to use a proxy server. There is a known issue with Direcway's satellite service when using a DW6000 modem with the Turbo Page accelerator enabled.

We have tested this with Direcway and disabling the Turbo Page [basically a proxy server] restores full connectivity to the ReplayTV; however, it nearly cripples your ability to surf the web on a PC.

***** NOTE ****** Only Direcway can enable or disable the proxy server, at this point there is no way to perform that on the satellite modem. *****

The issues with the Proxy Server is due to the fact the channel guide information is actually a web URL or link that is approximately 10,000 to 15,000 characters. Most proxy servers have a limitation and the antenna lineup's shorter guide, allows it to pass through to download the channel lineup.

If this is the case, you will either need to resolve the issue with the internet service provider or use the modem for the ReplayTV service downloads.

If this solution does not resolve the issue review the directions for failing to connect as many of the steps are similar.

===== UNIT FAILS TO CONNECT =====

In most cases the ReplayTV is not able to connect because it cannot locate the ReplayTV Server in time. It will then time out or give up trying. Changing to use a Domain Name System (DNS) Server that knows the ReplayTV server will typically allow the unit to connect successfully.

***** NOTE ABOUT NETWORKS ***** DO NOT open ports on the router to assist the ReplayTV to connect to the internet, it will not solve the problem!!! *****

RELEASE AND RENEW NETWORK SETTINGS

Occasionally network settings can be lost and just need to be refreshed. This can occur if you are using a DHCP network, follow the directions below to refresh the network settings.

• Press MENU
• Select SETUP
• Select NETWORK AND INPUT SETTINGS
• Select CHANGE NETWORK
• Select RELEASE / RENEW or CHANGE FROM MANUAL TO AUTOMATED
• Once completed, select KEEP ALL SETTINGS

CHECK FOR A LINK LIGHT

Ensure that the ReplayTV has a link both at the router, hub or switch, etc. and also at the ReplayTV [5xxx Users only]. If it does not, then swap to a different port or switch cables as necessary. Repair as necessary.

HARD BOOT THE REPLAYTV

If the ReplayTV is recording, stop the recording and unplug the ReplayTV from AC power. Leave it disconnected for about 15 seconds; then reconnect to AC power.

FORCE A NETWORK CONNECTION

• Exit any menus
• Press 2 4 3 and the ZONES button
• Select NET CONNECT

CHECKING NETWORK SETTINGS

• Using a Windows 2000 or XP computer, Click START
• Click START
• Click RUN
• Type CMD or COMMAND
• Press ENTER on the keyboard
• A DOS style window will launch, at the prompt type IPCONFIG
• Press ENTER on the keyboard
• Record IP ADDRESS, SUBNET MASK and GATEWAY or DEFAULT GATEWAY.

The computer is using the above IP Address; this is a typical address for a DHCP server to give out to a networking device. The “pool” typically begins at 100 and is 50 addresses in size. This means that the router will start passing addresses out at 100 and stop at 149, when the pool is full. The IP Address range would be 192.168.0.100 through 192.168.0.149.

Because we want to avoid any complications with IP Addresses, we want to use an address outside of the DHCP pool. We can typically use Addresses 2 through 254. Let us try using the IP Address 50. Our first IP Address to test would be 192.168.0.50, if it is being used, we will try 192.168.0.60.

TESTING AN IP ADDRESS

• Using the same DOS Style window, type PING 192.168.0.50
• If the results give a REPLY FROM 192.168.0.50 with 0% loss, then the computer is communicating with a device on that IP Address and the address is in use. We will want to select another IP Address.
• If the results give a REQUEST TIMED OUT with 100% loss, then the computer is not communicating with a device on that IP Address and the address is available for use. We will want to use this IP Address.

MANUALLY ASSIGNING NETWORK SETTINGS ON THE REPLAYTV

• Press MENU
• Select SETUP
• Select NETWORK AND INPUT SETTINGS
• Select CHANGE NETWORK
• Select CHANGE FROM AUTOMATED TO MANUAL
• Enter the following information, based on the PC settings above.

• Select CONTINUE
• Select KEEP ALL SETTINGS
• You have now configured your network settings manually.

TEST CONNECTION BY NET CONNECTING

• Press MENU
• Select SETUP
• Select CONNECT TO REPLAYTV SERVICE NOW

SIMPLIFY NETWORK CONNECTIONS

Additionally it MAY be necessary to simplify a network connection in order to get the unit connected. This may be true when using wireless, as there are so many variables.

Basically, if you can get a laptop computer to connect via the ethernet port [NOT the WIRELESS], when connected via the bridge, then we should be able to get the ReplayTV to connect via that same connection. If the laptop will connect, but the ReplayTV will not; then manually assign the DNS1 value of the network settings [refer to instructions above]. Now it should connect.

If it will not then connect the ReplayTV directly to the router and attempt the connection again. Then as necessary check network settings and manually assign network settings.

SWITCH TO DIALUP MODEM

If you are unable to successfully connect using Ethernet, sometimes switching the connection type to modem, connecting and then changing back to Ethernet provides some results.

• Press MENU
• Select SETUP
• Select NETWORK AND INPUT SETTINGS
• Select SWITCH CONNECTION, the message should indicate SWITCH FROM ETHERNET TO MODEM.
• Follow the on screen directions to complete the modem setup.
• Select KEEP ALL SETTINGS

CONTACT CUSTOMER CARE

If the ethernet issue persists, then it may be necessary to have the unit repaired. Please contact Customer Care for further assistance at (254) 299- 2705.

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