Disappearing Captioning

w0sl · ‎02-13-2012

I have Closed Captioning turned on so we can follow the programs where there is a heavy British accent, etc. in the audio content. The captioning periodically stops displaying and will not reappear unless I take action. I have found that I can press the Replay key on the remote control and the captioning will reappear and continue appearing for perhaps five to ten minutes after which tome it stops displaying again. I have to use the Replay control to get it back again. The TV is connected by HDMI cable to the DVR and the DVR is connected to the Gateway box via CAT5 connection. The TV is native 720 but will run in 1080 mode. I have set it to both 720 and 1080 resolution and the same problem exists.

From the Network Interface Box on the outside of the house I have a dedicated CAT5 run straight to the R Gateway box. From there I have dedicated CAT5 runs to two separate PCs, CAT5 to the DVR colocated with the RG and RG6 to a splitter in the basement serving three remote STBs on dedicated runs to each. From the DVR there is a short HDMI run to the colocated HDTV.

Maybe associated with this problem is an occasional loss of HDMI connection entirely, resulting in a snowey screen and no audio. I can usually restore it by unplugging and replugging the HDMI cable. On one occasion I had to reboot the DVR to restore audio and video.

Is there an HDMI problem in general with the DVRs? Will reverting back to Component cables cure these problems? The DVR has already been replaced once and I had never seen this problem until the past 4-5 months. Any suggestions? Anything I can look for on the Uverse Realtime program?

Thanks,
Roy

aviewer · ‎03-11-2010

Roy, If you suspect a problem with the HDMI interface you should try component cables.
Perhaps you have a stereo or some other equipment connected with cables that have RCA jacks on the ends. You can borrow these cables to try the component connection. Just do the five connections one at a time matching the colors on the jacks.

Uniblurb3 · ‎09-14-2009

w0sl wrote:

I have Closed Captioning turned on so we can follow the programs where there is a heavy British accent, etc. in the audio content. The captioning periodically stops displaying and will not reappear unless I take action. I have found that I can press the Replay key on the remote control and the captioning will reappear and continue appearing for perhaps five to ten minutes after which tome it stops displaying again. I have to use the Replay control to get it back again. The TV is connected by HDMI cable to the DVR and the DVR is connected to the Gateway box via CAT5 connection. The TV is native 720 but will run in 1080 mode. I have set it to both 720 and 1080 resolution and the same problem exists.

From the Network Interface Box on the outside of the house I have a dedicated CAT5 run straight to the R Gateway box. From there I have dedicated CAT5 runs to two separate PCs, CAT5 to the DVR colocated with the RG and RG6 to a splitter in the basement serving three remote STBs on dedicated runs to each. From the DVR there is a short HDMI run to the colocated HDTV.

Maybe associated with this problem is an occasional loss of HDMI connection entirely, resulting in a snowey screen and no audio. I can usually restore it by unplugging and replugging the HDMI cable. On one occasion I had to reboot the DVR to restore audio and video.

Is there an HDMI problem in general with the DVRs? Will reverting back to Component cables cure these problems? The DVR has already been replaced once and I had never seen this problem until the past 4-5 months. Any suggestions? Anything I can look for on the Uverse Realtime program?

Thanks,
Roy

The problems with the CC's disappearing on certain channels/networks can be seen below. Believe this started with the Phase 3 upgrade and probably why you started noticing the CC's disappearing in the past 4-5 months.

http://forums.att.com/t5/Receivers/Closed-Captions-freezing-and-then-disappearing/m-p/2989113#M53419

Contact David and his team in the below thread and they may be able to get to the bottom of all your problems. He's an AT&T employee, send him an email, and following the directions starting with, "Troubles w/UVerse...".

http://www.uverseusers.com/index.php?option=com_openwiki&Itemid=36&id=david

Good luck and let us know what he has to say about the CC's disappearing if you would. Thanks.

w0sl · ‎02-13-2012

Thanks, will do.

993deck · ‎08-06-2009

I too have been having the same problem and I am using component cables. Only recently started using closed captioning when some friends who have a hearing problem come over to visit (past 2 months). I have been switching channels to get the captioning back. Don't think it is a David issue.

aviewer · ‎03-11-2010

993deck - So, normally you watch HD without CC & when your friends visit you go through the STB turn on maze & turn it off after they leave?

Try this - turn on your TV CC. You will not get any CC while watching HD, When your friends visit change the STB aspect to widescreen SD. The CC should then be generated by your TV.

Try it & let us know if the delay goes away & the picture is minimally acceptable.

Uniblurb3 · ‎09-14-2009

2/15/12, 1:27pm EDT: I called the "Closed Captioning Technical Support" phone number (866-xxx-xxxx) listed on the U-verse bills and this is not a TS number which handles just closed captioning problems. The voice prompts asked what AT&T service I was calling about and even included phone service. CC's on landline or Voice phone service?? I don't think so. After about a 10 min wait I was cut off and voiced prompted me to call the 800 number again. Grrr...

2/15/12, 1:38 pm EDT: Called the main 800 CS/TS phone number and spoke with Tier 1 TS rep Mandy. Told her I rebooted all my boxes/the RG, explained the CC problem with them cutting off, and asked to speak to a Tier 2 rep.

2/15/12, 1:47 pm EDT: Spoke with a very nice and knowledgeable Tier 2 rep named Tommy. I explained the problem with the CC's disappearing/cutting off and he did some research. He found a weekly article/bulletin for the TS reps and read it to me. It said on certain channels the CC's stop in the middle of a program. The workaround is to go back/forward to another channel, go back to the original channel, and the CC's may come back but only temporarily. There are 22 locations affected with this problem as has been reported by the VHO's which includes Columbus, Cleveland and Cincinnati. Note: since I'm in the Columbus market he was just mentioning the CC stopping problems for Ohio since he knew my location.

I asked him if there were other nationwide locations having this same CC problem and I mentioned CA & Texas? He said, "yes, locations in TX and CA are also having the same problem.". I asked if the article was only going by the complaints which were called in or if these are just locations which they checked? He was not sure how they arrived at 22 certain locations are having this CC problem.

He said this in a known CC problem within the receivers, it has to do with the version of software in the receivers, and there are no receivers which are exempt from this CC issue. He said they are working on solving this CC problem with no known date of a fix. He apologized for this problem and I said I hope they fix it soon.

I also mentioned the problems in contacting "Closed Captioning Technical Support" through email (automated system directs you to a chat session) or phone. He said he will turn in a suggestion to fix these problems.

While I had Tommy on the phone I asked if he had any information on a new TV remote coming out which will have 1 toggle access to the CC's? I also told him I have read where this new remote was supposed to be released in 2012. He searched and could not find any info on this type of new remote. This was very disappointing but typically they do not release this type of info to users or the reps.

Note: Tier 2 rep Tommy was very nice, helpful, apologetic and openly offered his ID number both at the beginning of the conversation and when asked later. Other reps should use him as an example since he did an excellent job.

Conclusion: I've read every CC thread/post in this forum and this is the first time I've heard them say they are aware there's a CC problem with them stopping/cutting off after the latest upgrade and they are working on a fix. While AT&T/U-verse often doesn't read these threads I'm wondering if part of the 22 locations mentioned as having CC problems weren't taken directly from these threads themselves or just from users calling support?

I seriously doubt if AT&T/U-verse checked where these same CC problems are occurring and there's probably many more locations nationwide, if not all locations.

I won't be referring users to David anymore since it's a known CC problem and there's no sense in bothering his team with a receiver software problem which is beyond their control.

w0sl · ‎02-13-2012

Use the Replay button on the remote to restore the Captioning. It is quick and easy and keeps you from missing any of the program. It will disappear again but the bother is less with this method.

Uniblurb3 · ‎09-14-2009

w0sl wrote:
Use the Replay button on the remote to restore the Captioning. It is quick and easy and keeps you from missing any of the program. It will disappear again but the bother is less with this method.

Thanks for the tip Roy.

If you want some help in troubleshooting your problems with your HDMI syncing issues, along with periodic loss of signal, you may want to start an new thread in the U-verse Equipment/Receivers board. Maybe try a different port on your HDTV other than #1 for now. I will say I sometimes have the same problems you are as far as signal loss once in a while. Have a feeling this is more of a problem with U-verse maintenance and/or sending something/nothing down the line rather than the cabling/equipment on my end. Don't know for sure...

w0sl · ‎02-13-2012

Good idea. My HDTV has only one HDMI port on it. It is an older Sony. Five component inputs and one HDMI.

PHOnos · ‎11-05-2010

Thanks for sending me to this thread UB.

Uniblurb3 · ‎09-14-2009

YW and hope it helps.

PHOnos · ‎11-05-2010

Well it is interesting int that ATT apparently knows what the CC problem is, but, doesn't have a fix or even an promise to fix it. Seems like the enforcers for the "Americans with Dissabilities Act" should get involved. Maybe they can come up with a fix? Changing channerls or stepping back is rediculous. How is the Cisco Wireless receiver (no DVR) can keep the captioning up on all channerls?

PHOnos · ‎11-05-2010

Finally got an answer from ATT Engineering in Texas. They are aware of the problem and will address it in a software update in the first quarter of next year (2013?)!!!!!!!!!!!!