5.1 Audio Fix Implementation – Your Feedback Needed

[thread_bear]

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wd0423 wrote:

I want to be clear that the upgrade we're putting in place should improve your 5.1 experience but it will not completely eliminate all incidents of 5.1 audio discontinuities. For example, I still experience perhaps 2 to 3 5.1 dropouts per hour when watching 5.1 content. If you're experiencing more than that on a consistent basis, e.g., program to program or accross channels that we've listed as upgraded, please let us know. You should not be experiencing that.  If I have the STB set to Surround and watch an HD channel pumping out 2.0 audio, I usually end up having to set the STB to Stereo. We know about this problem and are still exploring how we can improve this experience.

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This is new information to me. You are apparently drawing a distinction between two problems, one with DD 5.1 and one with DD 2.0. And it sounds like your personal experience may be essentially the same as mine, i.e. the main trouble is not with 5.1.

My (older) receiver has a surround setting that automatically detects DD 5.1 and displays when it is receiving it. Otherwise it displays ProLogic II. To my knowledge, I cannot tell if the input signal is encoded DD 2.0 or simply stereo being processed into pseudo-surround. (And I cannot distinguish anything about the input signal when I spot check by switching the U-verse connection from the receiver to direct to the TV, when I also get dropouts.)

The severe dropouts always occur when the receiver displays ProLogic II. However, only on certain programming content do dropouts occur when the receiver displays ProLogic II. I have observed that on a channel with severe dropouts, when commercials come on, the receiver sometimes switches to DD 5.1 and the dropouts stop.

At some point when I first noticed the problem I assumed that a 5.1 signal was somehow being corrupted and the receiver was confused into trying to treat it as non-surround and process it with ProLogic II.

A couple of days ago while watching an older movie ("Psycho", 1960) on one of the HBO channels, I thought that I might be able to get some insight on DD versus non-DD, and switched to Surround on the DVR. I immediately got severe dropouts (ProLogic II displayed). However, the DVD package of this movie shows it has been released in DD 2.0 mono, so this didn't prove anything.

I know some people have posted about DD 2.0 specific dropouts, but I didn't know whether to take that at face value. Do newer receivers, unlike mine, have a way to tell specifically if DD 2.0 is being received?

Can you elaborate on the known problem with DD 2.0? Is it a harder technical problem to fix, or more expensive, or less widespread?

[Diamond_Jim]

DFW area here too.  It does appear to be much better, but I still have the occasional POP that I've had for some time now.  It sounds like a connection making/breaking.  At first I was afraid it was my equipment but after doing some isolation efforts it only happens when using Uverse in Surround Sound mode.  Change the DVR to Stereo and they go away.  Issue never occurs with any other use of the A/V receiver or speakers.  If it will help I can track the stations and times when it happens for a few days and send you the data.

[sailor397]

I keep trying 5.1 broadcasts in "surround"  hoping that the "fix" is working, but after watching 3 minutes of WFAA (Ch 8 ABC) in the Dallas area (Richardson)  on 10--5-2010, receiving the annoucer's voice with millisecond dropouts followed by a total audio dropout extending beyond 30 seconds.

Changing the menu option for digital audio back to "stereo" immediately corrects the drop out problem but, of course, robs me of the 5. 1. sound I expect to recieve from Uverse.

I must say that I have also had dropouts extending up to 15 seconds in length on non-5.1 broadcasts such as Turner Movie Channel movies.

All very discouraging!!

[RCSMG ACE - Master]

Wow.

[tthomaso]

I was just watching NCIS on channel 1002 WBBMHD (Chicago) and suffered bad audio drops and then the channel froze during a commercial. I just did a channel up and back down and everything came back. I have not been experiencing a lot of audio drop outs until this.

[glarmeu]

Dallas 75206. Very excited to upgrade to HD on U-verse recently. Have always been irritated by not having dolby through my cable system. Always told I need HD service to get it. I did that and the drop out issue now sits centerpiece in my enjoyment of HD. I have hdmi cable to tv and optical from tv to sony audio receiver. On all news channels I watch: MSNBC, Headline News, etc, the dropouts on the HD channels while set to surround sound have not impressed me very much as goes the new service upgrades costing more money. Have relented and reset to stereo output on Motorola receiver. Happens on movie channels, etc. Very disappointed. Drop outs not fixed and can have up to 30 seconds of silence. My receiver actually blanks like it is no longer receiving an audio signal when it happens. Don't know what kind of error causes that, but there you go. :<

[mizzou96]

I wanted to share details from my experience with this issue in hopes it may prove useful in finding a fix/correction.  I originally had audio drop issues from time to time on all HD channels on my main set when surround mode turned on.  The audio drops were few and far between (5 per hour), and were short in duration (less than 1 second).  As of a few weeks back these issues have gone away on all HD channels in surround mode on my main set. 

I recently completed a HT room and hooked up a U-verse as part of the setup.  In this room I experience the audio drop issues on every HD channel.  The drop-outs were so bad that you couldn’t watch any HD programming through u-verse with surround sound mode turned on.  I tried recorded and broadcast content, and there was no difference.  Since I had two other U-verse STBs, I decided to try and swap them out to see if that made any difference.  To my surprise I did experience a big difference when I moved either of my other two units to my HT room.  Both of my other units eliminated my audio drop outs on HD channels when surround mode is turned on for broadcasts that were in DD 5.1.  The issue still exists for broadcasts that use DD 2.0.  So, my first issue is I have one U-verse unit that has a problem with surround sound on any HD channel when used in my HT room.  I must note that this same unit does not have a problem when I hook it up in my main set and watch HD content in surround sound.  I now have designated this set for another room that doesn’t have a surround setup without any issue.

That still left me with the issue of audio drops on DD 2.0 feeds in my HT room.  This issue does not seem to be tied to a specific channel, but to the audio format being broadcast.  If I watch a program that is broadcast in DD 5.1 I have no issue.  When watching the same program and it goes to commercial I start to get audio drops if the feed changes to DD 2.0 for the commercials.  The drops will go away once the program starts back up and the audio feed changes back to DD 5.1.  If the program/channel is broadcasting only in DD 2.0, the problem at times gets to the point where the audio will just drop for 30+ seconds.  The frequency of the drops seems to be random, but usually occurs at least 5 times in a minute, and has been as high as 30 times.

To try and isolate the issue further I played other sources with 2.0 and 5.1 Dolby Digital without issue in my HT room.  I only have the issue when using U-verse in my HT room.  I tried various HDMI cables, and even tried optical without any change.  I also tried using different cables from the U-verse residential gateway to the U-verse STB as well as trying both coax and cat5 without any difference.  My HT room U-verse STB is by far the shortest run from the U-verse residential gateway, so I don't believe the issue is related to any communication between the units.  The relevant difference between the two surround sound setups in my home is the receiver/processer.  My main set is an Onkyo 876.  My HT room is using an Integra DHC 80.1.  My U-verse STBs are one VIP 1225 (only has issue in my HT room on DD 2.0) and two VIP1200 (one of these has the issue on all HD channels when in surround sound mode in my HT room, the other only on DD 2.0 in my HT room)

I think it’s interesting to note that I can produce three different results in my house that seems to represent the more recent reports from customers.  There are ones who report that all issues seem to be gone as I have experienced in my main setup.  Some users are reporting that none of the HD channels are fixed for surround sound as I can also reproduce in my HT room when using the one particular u-verse STB in my HT room.  I can also reproduce the more random issue where certain channels or broadcasts seem to have the issue while others don’t when using one of my other two STBs in my HT room that would seem to be tied to a DD 2.0 issue.  Regardless, the issues in general seem to have some dependency on the surround sound processing unit as well as the u-verse STB based on my limited tests.

[rpgsat]

I continue to have severe 5.1 dropout issues in San Antonio.

[repertoire849]

What is happening with this so called fix. I live in Port Saint Lucie Fl and this is getting quite annoying at the moment. Not only do I have the Audio dropouts but video hangs also.

Need more updates on the progress please.

[texasguy37 ACE - Champion]

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repertoire849 wrote:

What is happening with this so called fix. I live in Port Saint Lucie Fl and this is getting quite annoying at the moment. Not only do I have the Audio dropouts but video hangs also.

Need more updates on the progress please.

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Please see the update posted 2 days ago by the U-verse engineer.

http://utalk.att.com/t5/TV-Programming/5-1-Audio-Fix-Implementation-Your-Feedback-Needed/m-p/275992#...

[matdoyal]

I just had Uverse installed and was not aware of this issue. Not really happy about how much I am paying to have bad stereo audio. This issue needs to be fixed ASAP; from reviewing the forums, there are too many people with this issue for it not to be fixed. Maybe engineering needs to have motorola install a new 5.1 audio board installed. I can almost understand having the audio dropouts when watching live, but it is absolutely redicilous to have the issue on recorded shows.

[scottrf]

I just got new service this week.  When I turn the audio to surround sound I get massive audio drops when listening to HD channels.  When I switch back to stereo its fine.  I currently have it going straight to my TV which is a new samsung 52" LCD with surround sound capability.  I plan on using an optical cable and send the sound through my Onkyo receiver will I still have this sound drop outs when I am listening to HD channels in surround sound mode?

[ScottMac]

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scottrf wrote:

I just got new service this week.  When I turn the audio to surround sound I get massive audio drops when listening to HD channels.  When I switch back to stereo its fine.  I currently have it going straight to my TV which is a new samsung 52" LCD with surround sound capability.  I plan on using an optical cable and send the sound through my Onkyo receiver will I still have this sound drop outs when I am listening to HD channels in surround sound mode?

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You may or may not; it's very difficult to predict, because each device seems to have its own level of sensitivity ... some are very sensitive, some are not (or have a better mechanism to cover the drop).

Unfortunately, there are just too many variables to permit a solid guess.

Best advice is to try it and see.

[dvlack]

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?

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

[hmarch]

I have to admit the drops are less frequenthere in Kansas City, but trying to watch ESPN football game last night the dropouts were quite significant.  They would to 10-15 minutes without an issue, then 2 or 3 a minute for a similar length of time.  I've tried an optical cable and there doesn't seem to be any difference, so I'm back to HDMI.  The local channels are better when watching a national feed, but on local news shows it's much more noticible.  I appreciate that you are working on the issue.  Just wish it were fixed.

[Shamwizzle]

Im a customer in northern California, very happy with the service but have been disappointed with the audio drops. As an enthusiast user, the dropouts are nearly a deal-breaker. It's great to see this issue is being addressed and this thread is being monitored directly by engineers. I have a Denon AVR-2309CI with HDMI connection. From the posts I've seen regarding this topic I haven't bothered trying to troubleshoot the issue with different cables or connection configurations because it seems to be on the service side not on the end use side; perhaps a buffering or syncing issue. I'll be happy to provide any feedback directly to the engineering team in testing fixes. Thanks for addressing the issue and being actively engaged with your customers.

[tthomaso]

This is getting worse rather than better! I am watching 1002 in Chicago and am suffering from drops continually. I even went to Stereo and I am still having the issue. I am hooked up to a Samsung HTS via an optical cable for sound. I really thought it was getting better after the fix BUt not tonight!

[artim1]

Tried to watch Treasure of the Sierra Madre on TCM HD tonight...one of the so-called "Fixed" channels.  Guess what , ATT -- it's not fixed.  The audio dropouts were horrible.

I did not purchase expensive home theatre system equipment to have ATT ruin the sound with frequent audio dropouts.

These postings have gone on for many many months...and it does not seem that ATT has any kind of handle on what to do about it. We, as customers, should not have to adapt...accept just 'a few' drop outs...or anything less than perfect audio.

So ATT---many stations which you claim to be fixed are, in reality, not.  Can you please be straight with your customers and give us an accurate update on this problem, what is being done, and how you intend to fix this problem once and for all? 

[mhetterm]

Fix has been mostly successful for me, until tonight - Sunday Night Football on NBC4 in LA had almost as many dropouts as I have ever heard. Checked my RG stats - no line errors.

Also, I get no audio on most commercials (I assume the ones that are not 5.1?) - but, I'm not really complaining about that ...

[wxman84]

Just recently I tried the HDMI stuff again, since there was that fix in place, well the fix here in KC didn't work and I had wayyyy too many dropouts with HDMI....so I hooked up the Optical cable again...but now my old problem is back...from a previous post.

I think I'm having a specific problem with my HT set-up

Here is my issue...I have an Onkyo 606 receiver...Toslink out for audio from the STB to receiver and composite for video out of the STB to the receiver. HDMI from the receiver to the TV for the video.

All I'm getting is 2.1 sound regardless of the channels including the HD's...when I initially turn on the receiver it comes up with the Audessey EQ light on the receiver then immediately (within 2 secs) switches to "direct". In that brief time of audessey EQ I believe I have 5.1 sound but when it switches to "direct" it goes to 2.1 immmediately.

 When watching a DVD...5.1 works just fine...

Frustrated...

[mchunter78]

In the Los Angeles Market. Had no issues up until a week ago. Now the audio is stuttering every few minutes. Very noticeable on KTLA 1005, KCAL 1009, and handful of other HD channels. 

[alpha_1]

Charlotte, NC here.

It doesn't seem to matter what channel I'm watching although I'm always watching an HD channel and not bothering with SD channels.

Audio drops every few (random) minutes for a second or two.  If someone is talking, a syllable or two is cut off as does any background noise/music.

I have the DVR STB connected to the TV via HDMI cable for stereo and I also have a optical toslink cable from the STB to my receiver for 5.1.   The dropouts occur on both stereo and 5.1 surround sound.

[mchunter78]

Also KNBC HD 1004; is the worst offender of all dropouts. During tonight's Office episode,dropouts were occurring every 15 seconds.

[BryanSchmiedeler]

I am new to the forum, not new to U-verse; I had it several years ago when it first rolled out. Got married and moved and U-verse only came to my area 2 months ago.

Got an install about 3 or 4 weeks ago. The tech was really nice and spent a lot of time re-wiring things. I asked if he could put an ethernet cable up from the basement through the floor to the first floor where my home entertainment center is, and he did. So I am going to put a wireless router there and extend my network and plug 3 CAT6 cables into home video components...

OK, back on topic. After a few days I experienced the 5.1 problem. Called the tech as he gave me his number and said to call him withy any problems. He was not nearly as nice and forthcoming as before, said he couldn't deal with home theatre issues, it was probably something to do with the settings on my receiver, etc. After doing research on this forum and discovering the real issue I was a bit upset and disappointed - I guess he had probably been told not to talk about the issue. 

I just switched to Stereo and then a few days later called Customer Service about the issue. They said that an update was coming in the KC metro area about the first of November. I made a note to check on that date.

Anyone else in KC have any information about this issue?

[soundFreak]

This is my second day with Uverse. How is it I cannot get an HBO-HD channel with 5.1 sound? I get it on HGTV-HD which is great. I get it on CBS-HD, ABC-HD. I have not gone thru EVERY channel to test it, but I cannot get it on the most watched movie channel? The tech that installed my Uverse was totally ignorant about my Sound System. Maybe I need someone else to check his install and make sure he did it correctly? Why do I think this is a bigger issue with either the box or a Uverse Pipeline issue.

[ScottMac]

It's working for me (:Enough", 11:30am Saturday, 16OCT10).

Was the movie you were trying to watch old enough that maybe the movie itself was not 5.1?

Verify in your settings (Menu | Options | Audio / Language Options | Digital audio output) that it's set for "surround sound"

Verify on your AVR that you have that input set for {whicever digital input you're using, HDMI or Optical}

If you are getting 5.1 properly on any channel, then it is enabled for every channel, if it's available as part of the program content. Older content may not have a 5.1/DD stream.

There is nothing in the U-verse system that would block or strip one channel's DD5.1 stream; it comes from a national feed and is routed through the local offices without A/V processing.

[BryanSchmiedeler]

Are you in the KC Area? Anyone else in the Overland Park area getting good 5.1 sound.

[jthg]

I am in Austin, TX and have had U-Verse for a couple days.  On all HD channels that I tried (KVUE, ESPN and ESPNU), I am experiencing audio drop outs using HDMI.

An interesting item to note is that I experience more drop outs when I am streaming ESPN3.com.  Maybe more bandwidth needs to be devoted to the HD audio of the channels?

[ScottMac]

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jthg wrote:

I am in Austin, TX and have had U-Verse for a couple days.  On all HD channels that I tried (KVUE, ESPN and ESPNU), I am experiencing audio drop outs using HDMI.

An interesting item to note is that I experience more drop outs when I am streaming ESPN3.com.  Maybe more bandwidth needs to be devoted to the HD audio of the channels?

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If your internal network is properly configured,INternet bandwidth to or from anywhere won't matter and won't affect the bandwidth provided for the TV (and / or voice). The voice and video use QOS; as long as your network is built and configured such that QOS is respected, the voice and video streams are safe and clear.  Internet traffic is always the lowest priority.

[tthomaso]

Channel 1010 (WCIUHD) in Chicago has been muted for a few hours now with a permanent audio drop. I am Optical cable to my Samsung surround sound. Anybody else experiencing this problem? Every other channel is OK. I did experiencing some Audio drops watching yesterday's Bears game on Fox from the DVR though.