what happened to the graphics on the music channels?
Re: Music channels
Are you missing the graphics for all of the music channels? Have you tried unplugging the power to the terminal you are using for 90 seconds, then plug it back in again and check if the graphics update?
TThanks for the response but a technician came and all the unplugging was done but no graphics.
How long have the album art graphics been missing for, and is it only the graphics missing or are the music channels entirely black? There should also be some information about the music and channel at the top, as well as an advertisement at the bottom of the screen.
We did update the music channels across the board in late April, so I'm wondering if that maybe caused the issue at your end. The channels themselves are working correctly and displaying the album art at our end, to clarify.
TThe screen is black. it does shaw the channel at the bottom when we first go to the appropriate channel but then it is completely black and we just hear the music. I am not the only one with this problem. Thanks for your help.
Okay, thanks for the details.
Can you please confirm which model of cable box you're noticing this issue with?
The older boxes running the classic guide system (such as the DCX3400) do not show any graphics on the music channels at all. They are supposed to be black, only with the initial information popup when you tune to the channel, or press the Info button. Newer boxes (such as the DCX3510-M) are running the updated HD Guide and should be displaying the graphics on the music channels.
I Have the DCX3510-M box.
I'd like to check the signal quality and stats of your 3510 from here. Please check your Community Inbox for a message from me.
Checking a bit further into this, we have just confirmed an issue at our end which is causing the album art not to show up in some cases. We are tracking the issue and working on correcting it.
We've been able to fix most instances of this with resetting the cable box, so if you could still reply to my direct message we can give that a try in order to fix the problem.
MY account number is XXX-XXXX-XXXX
my box is XXXXXXXXXXXX
i hope I have that right.
Message was edited by: [shaw]colin - removed personal information
That's it, thank you. I did remove your account number and serial number since this thread is public, but took note of them first so I can check your account.
I'm going to try resetting the 3510 here and will reply back shortly to let you know when that's complete.
Thanks for waiting spos. The 3510 is all done resetting.
Can you please turn it back on there and check those music channels again?
SSorry no graphics. Thanks for the try.
I've sent your information as an example to our operations team for further investigation. Thanks for your patience while we look into this further.
I have a Gateway system and impression I got from this thread I should have graphics on my music channels. I have never had graphics... I have had my Gateway for 1 year and a HDPVR for several years before that. Is this something I should have had?? I listen to the music channels alot and this would be great!!!
I Have always had graphics until two months ago. Shaw has been looking into it as we should have graphics. No results as of yet. A couple of My friends have also lost the graphics. Connect with shaw and see what happens.
The Gateway system does not show any graphics on the music channels. This issue is related to the HD Guide, which does show graphics, although we're investigating and resolving cases where it's not.
spos, it's still shown as an active issue and we're working on resolving it, thanks for your patience!
The Gateway system does show graphics on the music channels. But like others have stated, they've become completely random or, on some channels, not at all anymore. Other times, they'll finally show up if you stay tuned to the same channel for a few minutes. I'm looking at graphics right now on 409 (on the Gateway), but it took 3 minutes for them to show up.
That doesnt seem right. My $600 Gateway doesnt show graphics while a friend's basic cable box shows album covers. I cant even pull up a song title if I missed it at the beginning of the song.
I just tuned to 402 to check this out, middle of a song, but there is a black box in the middle of the black screen, blue and white letters with the Title, Artist, CD, and Label
404 shows this box after I pressed Info, 405 didn't show anything
I Have a 3510 and a 3400. Just a black screen on the 400 series music channels, no info at all on the 3510 even when I press info. On the 3500, a black screen also but I get the artist and song title when I press Info
Sounds like your DCX 3400 is working as it should on the music channels. The 3510 however, not so much. We are tracking this issue at our side and working towards correcting it, so we appreciate you reporting it. We have seen power cycling fix it in some cases, so I'd suggest trying that with your 3510 in the meantime if you haven't already done so.
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