Has anyone else noticed short dropouts in the picture and sound a few times every hour since the update? I am seeing this on both live and recorded programs. I tried rebooting the gateway and thought it had helped but it seems to have come back.
This isn't a generally reported problem since the last firmware update, but there are a few things that could cause that.
The next time you notice this on a recording, try rewinding the recording and play back the same part of the recording again. Does it cut out in exactly the same place on the recording when you play it back again, or does it seem to cut out randomly every time you play that recording back? This information will help us greatly in determining what could be causing this.
I will do this when I notice it again. I was watching my TV for a little while last night but all I saw was a short portion of pixilation. I did rewind it, but it wasn't there the second time (I was not 100% sure I went back far enough).
I will report back in a day or two either way,
OK, so I can tell you that the frequency of the issue is much less often now.
It just happened again while watching the Vancouver - Sharks game... I would describe it as a skip this time as the broadcast jumped back a fraction of a second and repeated itself. There was no slight pause (blank screen this time). when ever it happens there is no missed portion of the show it always seems to pick back up exactly where it left off or even slightly back a bit (tiny rewind). When I reversed and played it over again (multiple times) it did not repeat the issue.
[Edit] - I should mention I am watching the game live (although I realize everything is buffered and technically recorded on a PVR).
If you can play the recording back without the skip repeating itself, this tells us that the signal to the Gateway itself from outside is fine. So there would be a couple possibilities left: 1) the signal may be being dropped between the Gateway and your Portal. Do you have more than one Portal and do you notice this on one Portal only? 2) the signal may be being dropped between the Portal and your TV. Does the video cable from your Portal connect directly to your TV, or is it connected through a home theatre/AV receiver? Also, are you using HDMI, or another type of video cable?
So I have an update;
It is happening less frequently, but it happens on at least 2 portals (we have 4 portals). We don't use one of the other TVs (and portal) very often as it is in the exercise room (hmmm?) and the last one is dedicated to my Sling box. Again it does not replicate when re-played. Both of these portals are on separate lines that come from the (Shaw) utility box on the outside of my house.
Thanks for that info. I don't know how bad the problem is right now, but if it gets worse again we can set up a service call to investigate. Just let me know and I'll send you a private message to arrange that.
I to have noticed picture and sound issues recently. It's not to frequent, but when I went to watch the new episode of 'The Walking Dead' last night I had picture pauses, while the audio would mostly continue working, with the occasional disconnect for a fraction of a second were it would cut out to.
The issue was recorded and repeatable every time. I deleted that episode and record the next re-airing and it recorded without issue. (As far as I could tell, I didn't watch the entire episode but one spot I knew to be bad was fine.)
This was not the first time. It's happened about 4-5 times so far with different shows. TWD was the first one I tried going back to see if it was the recording or a box to TV issue. Again, it's in the recording itself.
If the picture freeze/pixelation can be repeated when you play the recording back again this indicates a problem with the incoming signal to your Gateway. We can arrange a service call to check that too if it becomes worse for you, so just let me know.
There was/is no pixelation, just picture freezing/choppiness with sporadic audio cut outs.
I just went to watch 'The Green Hornet' recorded on Showcase Saturday evening and it just did the same thing with in the first 5 minutes. This time, chunks of data were missing. (Skips vs freezing) One minute "old bad dude" was sitting in front of "young bad dude's" desk, in an instant, "old bad dude" was standing beside "young bad dude" with a gun to his head and "young bad dude's" begging for his life.
mark_vse, has pointed out (Via PM) my HDD was having issues, but both he and I scanned it (I connected it to my PC for scan) and got a "pass". He said it was still having problems reading from the HDD though.
"Hey, yeah it said it past on our side to, however it is still having problems reading from it. If you want, we can run a test and disconnect your expander and have it record to the internal drive. If those messages don't come up, then its something with the expander that may be problematic. Unfortunately it doesn't tell us exactly what the cause is, just that there is a problem reading files."
I guess I should take him up on the offer mentioned above.
Well, 23 minutes in and I have not seen it again, yet at least.
I Don't know about when exactly it started, but yes, I've had several pixelated/dropped sound/frozen frames lately on recordings (3510). Makes watching tv impossible
I have the Gateway as well and have also noticed sound drops out of nowhere this week, and quite a few of them. Recorded, Live, doesn't matter. It's not stopping my ability to watch any programming, but annoying nonetheless. No problems recently until this week it seems.
The original poster does not have the same equipment as you and your equipment has not had a recent code update. These issues are generally due to poor signals in normal circumstances. Please try some of these troubleshooting steps https://community.shaw.ca/docs/DOC-1030. Let us know if the issue persists after trying these.
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