Re: 5.1 Audio Fix Implementation – Your Feedback Needed

spd2demun · ‎07-28-2007

I don't think ATT has ever DENIED this was happening. TS that you talked to may have been clueless.

And it isn't fixed yet, this is an ongoing project, just FYI.

cody wrote:

I live in Folsom CA and still have the problem. My audio dropout happens most of the time with annoying pop sound. This has been on going since I started uverse service over 2 years ago. I was watching the Monday night football on ESPN HD last night and this pop happened many times (the audio did not dropout every time) but the the pop was louder and I was worried that it'll blow out my speakers. The pop can be recorded. The problem is also on other channels also.

My house is new along with the fiber line. I'm on my third DVR box and I have tried everything possible to isolate the problem and the problem is with your service and not my equipment. Every time that I called service, you guys claimed ignorance of the problem until you posted this so called problem fix. I'm fed up.

cody_1 · ‎09-21-2010

I didn't say you DENIED the problem, Every person I've talked to have told me that they have not heard of this problem and try to have me do things that I've already tried like reboot, change cable, change input, etc... One of your supervisor even credited my account so that I can buy new HDMI cable to try.

You probally can look up my service record to see this youself.

spd2demun · ‎07-28-2007

Sorry, I'm not ATT (only people with ATT globes as avatars).

That's what I meant about TS being clueless.

Plenty of people have experienced it, just take a look here in this search. That's a lot of reading, but you might find an answer there. Or post in one of those threads for help from ACTUAL customers.

Go to the first post here, and look at the info requested; you might want to make your contribution as well.

Has been a long-time coming, but at least ATT is making an effort on the forum--this is a first!

cody wrote:

I didn't say you DENIED the problem, Every person I've talked to have told me that they have not heard of this problem and try to have me do things that I've already tried like reboot, change cable, change input, etc... One of your supervisor even credited my account so that I can buy new HDMI cable to try.

You probally can look up my service record to see this youself.

dwieder · ‎08-07-2009

Thanks for the reply. We have a Yamaha RX-V459 receiver that we have had for about 4 years now.

rollerbldes · ‎11-01-2007

wd0423 wrote:
rollerbldes wrote:
I am getting this intermittent surround stutter. Service just installed today FTTP in Orange County, CA.

I tried one of the channels on the list, G4TV channel 1149 still has stutter. Many other channels also has the stutter, does not exist on HBO I have noticed.

I also notice it gets worse when I browse through the menus.
Thanks for your input. Are you experiencing stutter or dropouts?

I am experiencing audio stutter, all less than 1 second. Video is fine throughout. The issue completely disappears once I switch to stereo digital output. BTW I have motorola boxes.

Another channel that has a severe case of this problem is U-Verse Buzz.

Also, yesterday I noticed my Samsung LED TV and the cable box lost sync and the TV displayed "Mode Not Supported". After I restarted my TV it was back to normal. Never had this problem with anything else connected via HDMI.

michail77 · ‎09-21-2010

Interesting, I've had this problem for a few years on DirecTV with DD 2.0 audio sources on HD channels. I'm curious to see if it happens when I get switched over to to U-verse next week.

My solution on DTV was to switch my receiver's DSP to Dolby Virtual or view the SD version of the channel. As I couldn't get DTV to help I wound up getting in touch with one of the engineers that made my receiver. He tried but ultimately the blame was put on DTV's end.

thread_bear · ‎12-15-2009

rollerbldes wrote:

wd0423 wrote:
Thanks for your input. Are you experiencing stutter or dropouts?

I am experiencing audio stutter, all less than 1 second...

Also, yesterday I noticed my Samsung LED TV and the cable box lost sync and the TV displayed "Mode Not Supported". After I restarted my TV it was back to normal. Never had this problem with anything else connected via HDMI.

Wait, Engineering differentiates "stutter" from "dropouts"? If by stutter, you simply mean short, less than 1 second drop-outs, that's all I ever experience (seconds apart, in the worst cases). But it doesn't st-st-stutter.

Also, FWIW, I also randomly (and infrequently, fortunately) lose connection in the middle of viewing with the "Mode Not Supported" message. Never experienced with other HDMI devices. Recent model Samsung plasma TV.

I might also add that I've gotten dropouts on 1134 E! channel post-fix. SF Bay Area, east bay.

sailor397 · ‎09-02-2010

The Sony equipment you're using is not using HDMI connections but Component connections. That always seems to be the main issue. If the equipment you're using is connected only with Component connections you will have few if any audio drops in Surround sound. I had a Yamaha AV with component hookups up until two months ago when I purchased a top of the line SONY with HDMI connections. No sooner had I started using the new equipment in Surround than I started experiencing audio drops in significant numbers and duration. Totally unsatisfactory for watching or recording. The only fix right now is to go back to the "Stereo" digital connection in the Uverse system.

After many years in the component connection world I added BluRay and a Sony LCD TV and AV with the hopes of having a super surround system (7.1) . Well, I do, except when watching UVERSE TV in Surround.

If you upgrade that old Sony AV of yours to a new HDMI model you will soon experience what so many of your customers are complaining about on this community blog.

sailor397 · ‎09-02-2010

I should have mentioned in my previous post that I was responding to WD 0423 of 9-29-10 at 8:39 AM. concerning his using a Sony str k502 , a component - only connected AV equipment.

netuser123 · ‎08-20-2007

Well, it's been just over one year. I checked back and was initially excited, but after doing some checking/listening, it looks like nothing at all has changed since my initial post. If there's any other reasonable option for HDTV service (the HD includes working 5.1...obviously) that allows me to record on a dvr and watch on another tv, I'll be gone from U-verse. Here's my initial post from a year ago:

I'm in the Kansas City, KS area.

Motorola VIP1216 stb

Sony Bravia KDS-60A3000

Yamaha V663

I had the drops before the 2.0 update in 5.1 mode, and those drops occurred every 20-30 seconds. So I was forced to run the V663 in stereo mode over hdmi with no noticeable problems (other than the annoying lack of 5.1).

After 2.0, I'm not sure if there was a 2 week period without drops like everyone else is claiming. I didn't immediately notice a problem, but I thought this was due to me being initially excited that I wasn't hearing the drops every 20-30 seconds.

Now I do notice that the audio dropping has continued, but that it's just less frequent and more irregular, like every 5 minutes or so. I've also noticed that if I keep hitting the 7-second replay button, that the audio drop will sometimes NOT occur (like 1 out of every 10-15 or so times as another poster has pointed out).

By continuing to replay a spot where I notice an audio drop, I've actually tested that same drop when connected to the receiver via hdmi, toslink, and standard analog stereo audio cables - and the drop can be heard with any of these connections.

Interestingly, I can also hear the drop at the same point in the recording when I replay it on another analog TV that's connected with stereo cables directly to a Motorola VIP1200 box. The drop is much less noticeable when replaying it on the analog TV, but it's definitely still there in the same spot. I'm not sure I'd notice the drop on the analog set if just casually watching the show, but when I already know at what point it occurs in the program, I can hear the blip.

So it seems to me like the AVR makes the audio drops more noticeable, but the fact that it doesn't occur every single time AND that it occurs on the VIP1200 box when directly connected to an analog TV seems like it should help pinpoint the origin of the problem.

One last thing, when I did all my testing out of different cable connections, etc., I also tried switching back to Stereo vs Surround mode in the DVR menu. Even though everyone else says they don't get the audio drops in stereo mode - that same drop DID occur for me when I replayed the same spot on the program regardless of the Stereo vs Surround setting. I have not tried changing the setting to stereo mode and seeing if I continue to get drops while watching live TV. I'm curious if anyone else after hearing an audio drop on a recorded program would hit pause, switch to stereo mode, and then replay that same spot, would continue to hear a drop at that point or not (which is basically what I did when testing, and again, I still heard the drop).

chrisw · ‎05-25-2010

I've noticed that ABC channel 1007 (KGOHD) in the Santa Clara, CA market has had a tinny/metallic sound ever since the fix has been applied. wd0423, can you please take look at this issue?

Mgsculpture_1 · ‎05-31-2010

I am getting audio drop outs in Dallas, 75244. After changing settings in 10-15 minutes they start.

I connect using HDMI to Yamaha RXV665. I also connect Apple TV to the Yamaha and get amazing sound.

I just discovered this board and happy to hear that AT&T is working on this problem. However, I replaced an Onkyo receiver a couple of months ago, thinking that my receiver was going out and was causing the audio drop outs. Grrrrrrrrrr!

wd0423 · ‎08-13-2009

sailor397 wrote:
I should have mentioned in my previous post that I was responding to WD 0423 of 9-29-10 at 8:39 AM. concerning his using a Sony str k502 , a component - only connected AV equipment.

I'm actually connected via optical between the STB and the AVR.

wd0423 · ‎08-13-2009

chrisw wrote:
I've noticed that ABC channel 1007 (KGOHD) in the Santa Clara, CA market has had a tinny/metallic sound ever since the fix has been applied. wd0423, can you please take look at this issue?

Is ABC the only channel you've noticed this on?

chrisw · ‎05-25-2010

wd0423 wrote:
chrisw wrote:
I've noticed that ABC channel 1007 (KGOHD) in the Santa Clara, CA market has had a tinny/metallic sound ever since the fix has been applied. wd0423, can you please take look at this issue?
Is ABC the only channel you've noticed this on?

Yes. The other three locals with the fix are fine.

sailor397 · ‎09-02-2010

In reply to Wd0423 about optical connection

When I spoke to Customer service about this problem when it first appeared (after installing my new HDMI surround sound system) I was told that not only was there an issue with the sound drop outs but that there was also an issue concerning the use of optical sound connections between the ATT cable box and an AV unit.

Your email seems to indicate that is no longer a problem. YES? NO?

Thanks.

wd0423 · ‎08-13-2009

sailor397 wrote:
In reply to Wd0423 about optical connection

When I spoke to Customer service about this problem when it first appeared (after installing my new HDMI surround sound system) I was told that not only was there an issue with the sound drop outs but that there was also an issue concerning the use of optical sound connections between the ATT cable box and an AV unit.

Your email seems to indicate that is no longer a problem. YES? NO?

Thanks.

When we first started seeking to understand what was going on with 5.1 audio continuity, it was characterized as "intermittent audio drop outs on optical interfaces when in 5.1 Surround mode." We pretty quickly discovered, as you are painfully aware, the problem also manifests itself on HDMI. Unfortunately I can only share with you my experience with optical. So far it seems to work pretty well.

dvlack · ‎09-15-2010

Sorry, I do not remember the channel, but it was a HD movie channel. A week has now passed, and I can say that on most of what I watch (no sports and no locals since I use my antenna for that) I can say that things are a lot better now with maybe one to four drops in an hour. I read awhile ago that this problem is due to the audio and video clocks drifting with respect to each other. Why can the clocks not be synchronized to each other?

Mgsculpture_1 · ‎05-31-2010

What is the best way to connect the U-verse box to the receiver? HDMI, optical, component, etc? Thanks!

ERIC8585 · ‎09-02-2010

I use HDMI for video and optical for audio

Mgsculpture wrote:
What is the best way to connect the U-verse box to the receiver? HDMI, optical, component, etc? Thanks!

Hunt_1 · ‎09-18-2010

Hello,

My setup is as follows:

I am hooked up directly from sat box to tv via HDMI cable.

I also have the toslink digital cable from sat box to my surround sound receiver.

I have also tried the standard analog from sat box to receiver.

Either way the audio cuts out on HD channels.....

It has done this since it was put in ,in february of this year. A tech came out and replaced the original box with a new one. It does the same thing.. Him and i fooled around with it. The audio cut out regardless if we sent the sound via digital or using standard analog cables. Also would cut out if we just used the hdmi for soucre audio..

It cuts out when using the 5.1 surround.... If we used the "stereo" it would do it too but not as noticeable...Would have a real quick cut... Kinda like "LAG" if you have ever experienced online gamming...

The tech said he did not know what to do... Also note i only have this problem on my DVR Sat box..... My other sat boxes we do not experience any problems...

If you need more info let me know..... I have talked to the techs via internet and phone and they act as if they dont know what i'm talking about??? And that it must be and i quote my "3rd party equipment"...

Ha i dont think so.. That kinda really irritated me when i was told that... But i'm still tryin to remain patient but,

ScottMac · ‎08-16-2008

wd0423 wrote:
sailor397 wrote:
In reply to Wd0423 about optical connection

When I spoke to Customer service about this problem when it first appeared (after installing my new HDMI surround sound system) I was told that not only was there an issue with the sound drop outs but that there was also an issue concerning the use of optical sound connections between the ATT cable box and an AV unit.

Your email seems to indicate that is no longer a problem. YES? NO?

Thanks.
When we first started seeking to understand what was going on with 5.1 audio continuity, it was characterized as "intermittent audio drop outs on optical interfaces when in 5.1 Surround mode." We pretty quickly discovered, as you are painfully aware, the problem also manifests itself on HDMI. Unfortunately I can only share with you my experience with optical. So far it seems to work pretty well.

I believe it was written like that because at the time, HDMI was not yet carrying the audio (or if it was it was "not supported" ). DD was only officially supported over optical at first, then HDMI was enabled later (~ a year ago?).

I am an AT&T employee and the postings on this site are my own and don’t necessarily represent AT&T’s positions, strategies or opinions.

wd0423 · ‎08-13-2009

dvlack wrote:
Sorry, I do not remember the channel, but it was a HD movie channel. A week has now passed, and I can say that on most of what I watch (no sports and no locals since I use my antenna for that) I can say that things are a lot better now with maybe one to four drops in an hour. I read awhile ago that this problem is due to the audio and video clocks drifting with respect to each other. Why can the clocks not be synchronized to each other?

Thanks for your input. In essence, the upgrade we deployed does just that - it enables synchronous AV in our headends.

wd0423 · ‎08-13-2009

dvlack wrote:
Sorry, I do not remember the channel, but it was a HD movie channel. A week has now passed, and I can say that on most of what I watch (no sports and no locals since I use my antenna for that) I can say that things are a lot better now with maybe one to four drops in an hour. I read awhile ago that this problem is due to the audio and video clocks drifting with respect to each other. Why can the clocks not be synchronized to each other?

Can I ask what your system setup is at home, e.g., AVR used, AV connections, etc? Thank you.

wd0423 · ‎08-13-2009

ScottMac wrote:

wd0423 wrote:
sailor397 wrote:
In reply to Wd0423 about optical connection

When I spoke to Customer service about this problem when it first appeared (after installing my new HDMI surround sound system) I was told that not only was there an issue with the sound drop outs but that there was also an issue concerning the use of optical sound connections between the ATT cable box and an AV unit.

Your email seems to indicate that is no longer a problem. YES? NO?

Thanks.
When we first started seeking to understand what was going on with 5.1 audio continuity, it was characterized as "intermittent audio drop outs on optical interfaces when in 5.1 Surround mode." We pretty quickly discovered, as you are painfully aware, the problem also manifests itself on HDMI. Unfortunately I can only share with you my experience with optical. So far it seems to work pretty well.
I believe it was written like that because at the time, HDMI was not yet carrying the audio (or if it was it was "not supported" ). DD was only officially supported over optical at first, then HDMI was enabled later (~ a year ago?).

You're recollection of events is essentially accurate. Thanks!

skokie · ‎09-10-2010

Ok here is the latest update from my setup.I noticed a coupe audio dropouts on fox then when we turned to the bio channel I had audio cutouts as well as video freezes. Had 4 of those before I turned it off. Nothing abnormal that I could see on the rgs status page.

thread_bear · ‎12-15-2009

A couple of things.

First, are we at a point where the channels that are not fixed can be listed, instead of the ones that are? And how long before the current fix is considered fully implemented. Or am I misunderstanding the nature of the fix?

Second, as I previously posted, my experiencing severe dropouts has a definite start date. After returning from travel between February 25 and March 20, 2010, I immediately noticed the dropout problem, which was either non-existent or insignificant before. I recall thinking it was a simple system glitch that would be corrected immediately, and then one day stretched to the next, and the next…. Was there a software rollout, or other infrastructure change, either national or local, at that time? Even if this is a very local situation, perhaps it will give some insight into a different cause of dropouts? (Because it looks like, once the current fix is called complete, I will be reporting that it had essentially no effect in my case.)

SF Bay Area (Oakland).

hmarch · ‎12-04-2009

Last night I had no dropouts (or at least I didn't notice them), but watching the news this afternoon on local stations, the severe droupouts are back, as well as some pixeling and jumping of the video.. I recently had a 3rd HD stream added to my recording ability, and wondered if this had any bearing on the problem. Not sure when this occurred, but just noticed the availability today. I still would like to know if the "fix" has been migrated to the Kansas City local stations.

Thanks.

eboettn · ‎03-28-2007

As of tonight, I am not seeing any difference. Still experiencing numerous and frequent audio drop outs even on the channels listed as "fixed."

Just in the last few minutes, I tried a few random channels on the list, and am getting the same amount of drop outs on the following national channels as before. Some, like MTV and Fox Sports are unbearable: drop outs every few seconds while others like AEHD are only a few every minute or so. Either way, there is no noticeable difference than prior to the fix being deployed out in the field.

1502 MTV

1756 Fox Sports South

1145 Spike

1166 AEHD

1852 SHOHD

I'm evening getting it on the AT&T channels, like 1000 BUZZ.

And when it comes to my local HD channels (FOX, ABC, etc) I'm still hearing the audio drop outs once every few minutes. Sometimes these channels can go 5 to 10 minutes without a drop out - which is fine with me. They have never been as bad as some of the national channels (like Showtime, MTV, ESPN, etc). But I have NOT noticed a difference on my local HD channels after the fix was implemented.

In case the AT&T Engineering Team is still reading the forum, here is some info about my setup.

I'm in the Greenville, SC market.

I have the Cisco box connected to my receiver via HDMI.

My receiver is a relatively new Onkyo TX-NR3007.

Audio drop outs ONLY occur on HD channels. SD is fine.

I have noticed that when my receiver switches to "Dolby Digital" mode, the drop outs usually/normally go away. When a channel doesn't have a Dolby feed, the receiver automatically switches to "THX Cinema" or "PLII Movie" (the default settings on my receiver) and that's when the drop outs occur.

I sure hope AT&T can get this fixed. U-verse is a great product but this audio bug is driving me crazy. Thanks to all of the AT&T engineering team working to fix the problem; I appreciate all you guys do to keep us crazy customers happy.

Eric

michail77 · ‎09-21-2010

Eric,

Does your receiver have a Dolby Virtual mode you can stay fixed on and see if that makes the dropouts go away?

I've been having the problem on DirecTV for a couple of years. It just started happening one day. I'm getting switched over to U-verse next week and expect to continue having audio problems.

I'm starting to think all carries just aren't able to deliver HD channels with 2.0 audio sources correctly to those of us with surround sound receivers. I have a Sherwood Newcastle receiver that would cost about $800 to replace .