my gateway was working fine until about a month ago,when it started freezing occasionally and now it started skipping when i recorded programs. help!
Yeah, I noticed that too, just sections of time missing from a recording, not a blank/black screen, just sections missing?
There is supposed to be a fix coming, not sure when though.
we are actively taking examples for this problem, as it isn't gateway specific. I have personally seen this on all types of boxes which suggests something in the stream the set tops are not handling properly.
can you tell us what programs, channels and times you are seeing the issue.
so far we are looking into the following:
ABC, CBS and FOX(to name a few) have been seeing this lately on programs such as glee, grey's anatomy, persons of interest, once upon a time etc.
its has been noted that the skipping may happen on the non simsubed version, where as the simsub version may play just fine.
We have also seen a non simsub program at the very end gets cut off with the next program that is a simsub. We are looking into that as well.
I've noticed it on Once Upon a Time and both NCIS shows on ABC and CBS, I generally record on the non-simsub channel/slot.
I recorded amazing spider-man from movie central last night 8:00 oclock and tried to watch this afternoon and skipped and Friday night tape HBO bill mahr and it skipped.and froze watching NHL centre ice during a shoot out Thursday DALLAS vs Anaheim never did see the end.very disappointing.freezing is happening all to often and this started about month ago.
what area do you live in, and do you notice it more on specific channels than others? Or is it generally happening on all channels that are being recorded?
The cases we are looking into have good levels, and have gone through DNU.
[shaw]ali. Can you obtain the account info etc.
Have good levels, haven't done DNU here.
I live in ST.ALBERT and it's generally happening on all channels and is DNU complete in this area.
I will be sending you a direct message as we may need to arrange a service call to investigate this. Please check your Inbox at the top for a message from me ^.
Just curious. At the end of the show, check the guide to see what the NEXT show is. Chances are, you will see that the same show is on a different channel as well. I think the GW is trying to use the same tuner for 2 channels when the program is the same. Then it screws up when it swaps one of the streams to the other tuner when the new show is about to start. Well screws up potentially. For example, if you had paused the current channel and it was NOT live, it will swap to the other tuner when the new show starts. And clears the existing cache (buffer) it had for the current channel.
From a users perspective, you all of the sudden are "tuned" into what appears to be a different channel (if it catches the tail end of the previous show.
205 7:30 Suburgatory
212 7:30 Alberta Prime Time.
205 8:00 Nashville.
212 8:00 Nashville.
If your tuned into 205 and NOT live (paused a few times), it will swap 205 to the same tuner as 212 at 7:59ish. Now if a portal was tuned to 205 and not live, it will all of the usdden see the tail end of "Alberta Prime Time" and then Nashville. Leaving the user wondering why they just missed the end of Suburgatory. Plus they can not skip back to see the end of Suburgatory because they are now on a completely different stream.
what you have described is a known issue with simsub. For now until that gets resolved, we advise to record the simsub version, or if watching live to watch the non-simsub Version.
No it is NOT a simsub issue. It's a GW issue. Read it again. The poor portal user was simply watching channel 205 (and was 10 minutes behind live). They never got to finish watching all of Suburgatory because the GW switched streams and killed its cache at 7:59ish. This losing the cached stream of Suburgatory that the user was watching.
This really has to do with the show which was PREVIOUSLY being viewed prior to a simsub show which was coming up.
I guess it's sort of a simsub issue, but not with the simsub show...the show previously gets affected because the cache is cleared (or switched to a different tuner stream). From a users perspective, how could I avoid this? Perhaps if I recorded Suburagatory that might keep it around to finish viewing it. But that's ridiculous. So any time I want to pause a live program, I need to realize that I might never see the end because it could get cut off at any point if the GW decides to swap tuners because of a simsub.
I Agree its a bug with the gateway and ARRIS is already working on fixing the problem, but as i already mentioned it is caused by simsub.
Here is a technical explanation:
you are on a channel that is either in a simsub or is not. If you hit pause and the next program causes the portal to skip to the beginning of that show, a pid value change occured. Due to the pid value changing, the gateway thinks that it is a new channel, when in actuality it is not, and retunes using the same tuner it is on.
these are the senarios it happens.
1)program A simsub, program B network
2)program A network, program B simsub
3)Program A simsub (global), program B simsub (omni). <-- just an example of two differen simsub networks.
the only time that doesn't happen is when it's network to network as pid values are constant. As mentioned this is a known issue, so their are three work arounds:
a) record the show when you want to pause in scenarios 1-3(not limited to 2 tuners anymore)
b) pause on a non simsub channel (time shifted usually does not have simsub during and after).
c) watch the originating simsub channel. Ie if global is simsubed over fox, instead of watching fox, watch the global channel. *** this is probably the best option for most since you would be watching the exact same thing that would be on fox. in addition there is no simsub on canadian channels, therefore you would always get a network to network transition.
Hoping the explanation fives some clarity. If you have any further questions, let us know.
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