Picture Freezing

[rocketman_1]

I have only had uverse for about a month and the picture has been freezing intermittently ever since I got it.  When the picture freezes it happens on all three STB's.  I have had a technician come out and he could not find any problems.  The technician did change the time zone setting on the RG.  He said he has seen the default setting cause problems before, but I am still getting the freezing.  He also said my signal levels were good.  The freezing can happen anywhere from 1 to 8 times a day.  Does anyone else have this problem?  Does anyone have any suggestions.  I can't take off work to have a technician tell me nothing is wrong.  As much as I hate Time Warner it looks like I will have to go back.  I never really had any problems with the service just their price and customer service.

[MarkShadid]

I have occasional freezing, but I just let it pass.  I don't know what causes it, and I don't know how to fix it, but I'm sure somebody will come up with some ideas.

[RCSMG ACE - Master]

Some of the freezes are caused by updates that are done to our services.  Others could be because of errors.  Go to the link below to get your stats.  The password it is asking for is located on the side of your rg.  When you get the stats copy and paste them in a reply here so we can see how they look.  Then we should be able to tell you what the next step should be.

http://192.168.1.254/xslt?PAGE=J04&THISPAGE=A02_POST&NEXTPAGE=J04

[Datalyss]

This seems a little out there to me, and this is only my second full day with U-Verse but I have determined that when I start my tread mill all three TV's and my internet connection lock up. It's only when I actually start the motor. I can turn the tread mills computer on and select the walk/run program I want to use, but when I start the program and the motor kicks in U-Verse takes a hike. The RG is on the same circuit as the tread mill, and I'm thinking the power surge into the tread mill motor may be the culprit, but U-Verse does not return to normal function unless I shut down the tread mill, and wait several seconds. Does it sound like this could be the problem and if so would a battery backup system kick in fast enough to avoid this surge causing my gateway to lock up? 

[MarkShadid]

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Frito wrote:

This seems a little out there to me, and this is only my second full day with U-Verse but I have determined that when I start my tread mill all three TV's and my internet connection lock up. It's only when I actually start the motor. I can turn the tread mills computer on and select the walk/run program I want to use, but when I start the program and the motor kicks in U-Verse takes a hike. The RG is on the same circuit as the tread mill, and I'm thinking the power surge into the tread mill motor may be the culprit, but U-Verse does not return to normal function unless I shut down the tread mill, and wait several seconds. Does it sound like this could be the problem and if so would a battery backup system kick in fast enough to avoid this surge causing my gateway to lock up? 

---

Now that's very strange.  I have my treadmill about 10 feet from my RG and haven't had that problem.  Am hoping I never do and that yours gets figured out.

[callmeox ACE - Wizard]

It may not be the surge, but the treadmill may be dirtying up the power on the circuit and causing the flakiness.  If the RG and the STB's need a clean sine wave (normal power) the treadmill may be causing noise on the circuit.

[MarkShadid]

Ox is a pretty smart one I gotta say. He knows his s....

[callmeox ACE - Wizard]

A higher line UPS that conditions the power along with giving battery backup may help with this, but I'm not sure which price point you're looking at.  Look for a UPS with Sine Wave Output (the UPC Smart UPS models have the feature).

As far as a good way to tell if this is the case?  You'll need a power monitor to check the waveform. 

[RCSMG ACE - Master]

I have experienced something similar to that.  I have an air mattress that I have to inflate every night.  When I turn on the pump the stb that is plugged in the same wall outlet as the fan freezes severly.  Other than that the stb only freezes during some updates, and those freezes are happening with less frequency.  Try plugging the treadmill into a grounded outlet if you have one.  If not and the ac plug on the treadmill is three pronged, try using a ground lift and run the cable into another room.

[wiauntbee]

We have nothing else electronic running, besides the projection TV and the Uverse box, and experience freezing quite a few times throughout the day.  It also shows up on our recorded shows.

How can we find out where the hub is located and how far we are from it? 

We live by Lake Michigan which wrecks havoc with our cell phones; could that have something to do with it? 

The freeze doesn't bother me so much, but during a football game I know it's going to give my boyfriend a coronary.

[callmeox ACE - Wizard]

Copy/paste your stats from this page

http://gateway.2wire.net/xslt?PAGE=B04&THISPAGE=B01&NEXTPAGE=B04

(here's mine, BTW)

Statistics

Collected for 23 days 10:32:40

	Since Reset	Current 24-Hour Interval	Current 15-Minute Interval	Time Since Last Event
DSL Link Retrains:	3	0	0	40 days 20:50:00
DSL Training Errors:	3	0	0	40 days 20:48:14
DSL Training Timeouts:	12	0	0	40 days 20:48:57
DSL Loss of Framing Failures:	0	0	0	0:00:00
DSL Loss of Signal Failures:	14	0	0	40 days 20:55:36
DSL Loss of Power Failures:	0	0	0	0:00:00
DSL Loss of Margin Failures:	0	0	0	0:00:00
DSL Cumulative Errored Seconds:	1244	3	0	4:04:22
DSL Severely Errored Seconds:	56	0	0	7 days 23:48:26
DSL Corrected Blocks:	3467622	2188	68	0:07:16
DSL Uncorrected Blocks:	12729	8	0	4:04:22

[wiauntbee]

Do I send that to AT&T?

[callmeox ACE - Wizard]

Paste it in the window here.  We can see if there are problems on your line that would cause freezing.  Then we can tell you what to say to the support folks so that they will listen.  

[Datalyss]

Update:

Thanks for all the input guy's.

To test the theory I ran an extension cord from several different outlets in my home to power the tread mill. it took several tries but I finally found that by plugging in to an outlet in the master bedroom I was able to run the tread mill without experiencing any interruption to the U-Verse system. I built my own Structured wiring cabinet in a bedroom closet and ran power to that cabinet from the closest most convenient outlet and had ATT place the RG in that cabinet with all my Cat5e home runs. The system works great and I can redistribute internet and video to any room in my house by simply unplugging one wire and plugging in another... Fine with the exception of the tread mill issue. I'll just buy a box of romex and power the outlet in the cabinet from a master bedroom outlet about 40' away and the problem should be resolved.

I got plenty of good information off this board prior to installation and you guy's proved very helpful post installation as well.

Thanks again for the quick replies.

Frito

[RCSMG ACE - Master]

I'm happy to hear you got the problem resolved.  Enjoy!

[callmeox ACE - Wizard]

What kind of treadmill is it, BTW?  The amount of hash that it seems to be rolling back in to the power circuit is intriguing.

[Datalyss]

Trimline 3300 Softtrack (It's around 8 to 10 years old). Google search gets squat!

[rocketman_1]

Here are my stats.  Thanks for your help.

Broadband Link – Detailed DSL Statistics

Collected for 31 days 6:38:37

DSL   Since Reset   Current 24-Hour Interval   Current 15-Minute Interval   Time Since
Last Event Link Retrains:   179   0   0   6:46:01 DSL Training Errors:   3   0   0   2 days 11:20:27 Training Timeouts:   4   0   0   2 days 11:21:15 Loss of Framing Failures:   0   0   0   0:00:00 Loss of Signal Failures:   1247   0   0   6:46:01 Loss of Margin Failures:   33   0   0   2 days 10:27:38 Cumulative Seconds w/Errors:   3164   2   0   3:27:08 Cumulative Sec. w/Severe Errors:   2206   2   0   3:27:08 Corrected Blocks:   1267895267   13603   0   3:24:31 Uncorrectable Blocks:   852463   97   0   3:27:08 DSL Unavailable Seconds:   4139   0   0   6:45:37

[Pip_2]

---

rocketman wrote:

Here are my stats.  Thanks for your help.

Broadband Link – Detailed DSL Statistics

Collected for 31 days 6:38:37

DSL   Since Reset   Current 24-Hour Interval   Current 15-Minute Interval   Time Since
Last Event

Link Retrains:   179   0   0   6:46:01

DSL Training Errors:   3   0   0   2 days 11:20:27

Training Timeouts:   4   0   0   2 days 11:21:15

Loss of Framing Failures:   0   0   0   0:00:00

Loss of Signal Failures:   1247   0   0   6:46:01

Loss of Margin Failures:   33   0   0   2 days 10:27:38

Cumulative Seconds w/Errors:   3164   2   0   3:27:08

Cumulative Sec. w/Severe Errors:   2206   2   0   3:27:08

Corrected Blocks:   1267895267   13603   0   3:24:31

Uncorrectable Blocks:   852463   97   0   3:27:08

DSL Unavailable Seconds:   4139   0   0   6:45:37

---

Those are terrible. You need to call TS rocketman.

[rocketman_1]

Pip

Is there any settings I can check on my own?  I have already taken off work once to have a tech tell me that he doesn't see anything wrong.  I figure since the freezing is happening on all three STB's it must be an issue with the RG.  Do you think this is a correct assumption?  Are there any BKM's for the RG settings?  Thanks for any help.

[txdriven]

Same problems here-- and I've noticed a lot of noise on the land line too.  Sometimes Uverse/phone works 100%, other times it's down and noisy for extended periods.  HELP!!!  

Collected for 1 day 2:26:49

DSL   Since Reset   Current 24-Hour Interval   Current 15-Minute Interval   Time Since
Last Event Link Retrains:   61   24   1   0:10:32

DSL Training Errors:   0   0   0   0:00:00

Training Timeouts:   0   0   0   0:00:00

Loss of Framing Failures:   4186   0   0   23:33:59

Loss of Signal Failures:   0   0   0   0:00:00

Loss of Margin Failures:   6   0   0   15:11:49

Cumulative Seconds w/Errors:   17370   796   0   0:47:44

Cumulative Sec. w/Severe Errors:   723   222   0   0:47:45

Corrected Blocks:   617519477   78170527   1226898   0:10:57

Uncorrectable Blocks:   366150   102912   0   0:47:44

DSL Unavailable Seconds:   1628   754   33   0:10:08

[wiauntbee]

Ox, here are my stats:

Statistics

Collected for 8 days 5:13:32

            Since Reset      Current 24-Hour Interval          Current 15-Minute Interval       Time Since Last Event

DSL Link Retrains:       0          0          0          0:00:00

DSL Training Errors:     1          0          0          8 days 5:10:47

DSL Training Timeouts:            2          0          0          8 days 5:11:11

DSL Loss of Framing Failures:  0          0          0          0:00:00

DSL Loss of Signal Failures:     0          0          0          0:00:00

DSL Loss of Power Failures:    0          0          0          0:00:00

DSL Loss of Margin Failures:   0          0          0          0:00:00

DSL Cumulative Errored Seconds:        42        0          0          19:51:04

DSL Severely Errored Seconds:           1          0          0          7 days 20:00:11

DSL Corrected Blocks:            144332            96        0          1:12:23

DSL Uncorrected Blocks:         214      0          0          19:51:04

[Pip_2]

---

rocketman wrote:

Pip

Is there any settings I can check on my own?  I have already taken off work once to have a tech tell me that he doesn't see anything wrong.  I figure since the freezing is happening on all three STB's it must be an issue with the RG.  Do you think this is a correct assumption?  Are there any BKM's for the RG settings?  Thanks for any help.

---

I would call TS anyway and let them run the test. If TS doesn't show any errors, I don't know what to tell you, but I'd bet anything they will show errors and enough that a service call is needed.

I wish I could offer you more, but I'm not exactly sure what other settings you would want to check. I'll give it a shot though.

Copy and paste your stats from here.......

http://192.168.1.254/xslt?PAGE=J03&THISPAGE=A02_POST&NEXTPAGE=J03 You will need the password for this page. It's listed on the RG, I believe it is a 16 digit code.

What are your settings showing on this page?

http://192.168.1.254/xslt?PAGE=J05&THISPAGE=J04&NEXTPAGE=J05

If your settings on the above page are set to auto, you might want to try and train the RG.

http://www.uverseusers.com/component/option,com_openwiki/Itemid,36/id,rg_trainer/

[Pip_2]

---

txdriven wrote:

Same problems here-- and I've noticed a lot of noise on the land line too.  Sometimes Uverse/phone works 100%, other times it's down and noisy for extended periods.  HELP!!!  

Collected for 1 day 2:26:49

DSL   Since Reset   Current 24-Hour Interval   Current 15-Minute Interval   Time Since
Last Event Link Retrains:   61   24   1   0:10:32

DSL Training Errors:   0   0   0   0:00:00

Training Timeouts:   0   0   0   0:00:00

Loss of Framing Failures:   4186   0   0   23:33:59

Loss of Signal Failures:   0   0   0   0:00:00

Loss of Margin Failures:   6   0   0   15:11:49

Cumulative Seconds w/Errors:   17370   796   0   0:47:44

Cumulative Sec. w/Severe Errors:   723   222   0   0:47:45

Corrected Blocks:   617519477   78170527   1226898   0:10:57

Uncorrectable Blocks:   366150   102912   0   0:47:44

DSL Unavailable Seconds:   1628   754   33   0:10:08

---

Same advice....those are terrible and you need to call TS.

[txdriven]

I'm assuming that TS = Tech Support? 

And here it is this morning ...  remebember, this is 1 day 16 hours of collection -- before I cleared the log, it was well into the BILLIONS for corrected blocks!

DSL   Since Reset   Current 24-Hour Interval   Current 15-Minute Interval   Time Since Last Event

Link Retrains:   98   61   0   1:09:11

DSL Training Errors:   0   0   0   0:00:00

Training Timeouts:   0   0   0   0:00:00

Loss of Framing Failures:   4186   0   0   1 day 13:29:32

Loss of Signal Failures:   0   0   0   0:00:00

Loss of Margin Failures:   6   0   0   1 day 5:07:22

Cumulative Seconds w/Errors:   17817   1243   0   1:10:16

Cumulative Sec. w/Severe Errors:   1005   504   0   1:10:16

Corrected Blocks:   647074722   107725772   5   0:04:55

Uncorrectable Blocks:   540572   277334   0   1:10:16

DSL Unavailable Seconds:   2435   1561   0   1:08:39

[Pip_2]

---

txdriven wrote:

I'm assuming that TS = Tech Support? 

And here it is this morning ...  remebember, this is 1 day 16 hours of collection -- before I cleared the log, it was well into the BILLIONS for corrected blocks!

DSL   Since Reset   Current 24-Hour Interval   Current 15-Minute Interval   Time Since Last Event

Link Retrains:   98   61   0   1:09:11

DSL Training Errors:   0   0   0   0:00:00

Training Timeouts:   0   0   0   0:00:00

Loss of Framing Failures:   4186   0   0   1 day 13:29:32

Loss of Signal Failures:   0   0   0   0:00:00

Loss of Margin Failures:   6   0   0   1 day 5:07:22

Cumulative Seconds w/Errors:   17817   1243   0   1:10:16

Cumulative Sec. w/Severe Errors:   1005   504   0   1:10:16

Corrected Blocks:   647074722   107725772   5   0:04:55

Uncorrectable Blocks:   540572   277334   0   1:10:16

DSL Unavailable Seconds:   2435   1561   0   1:08:39

---

Yeppers. You got that right.

Ugh, definitely call them, 1-800-288-2020.

[Ed-StL]

---

rocketman wrote:

Pip

Is there any settings I can check on my own?  I have already taken off work once to have a tech tell me that he doesn't see anything wrong.  I figure since the freezing is happening on all three STB's it must be an issue with the RG.  Do you think this is a correct assumption?  Are there any BKM's for the RG settings?  Thanks for any help.

---

Can't you get weekend service?  In our area I had two home visits on a Sunday.

The only negative was losing our recordings when the STB was replaced ....  twice.

Ed in St. Louis

[gpatin]

Did you ever get this problem resolved?  I have the same thing happening:  when I get on treadmill, it freezes all TV's in house.

[SomeJoe7777 ACE - Geek]

It's definitely an electrical interference issue.  Put a power conditioner or good EFI/RFI filtering power strip (try a Tripp-Lite Isobar) on the treadmill and the RG.

[flagwaver]

---

rocketman wrote:
I have only had uverse for about a month and the picture has been freezing intermittently ever since I got it.  When the picture freezes it happens on all three STB's.  I have had a technician come out and he could not find any problems.  The technician did change the time zone setting on the RG.  He said he has seen the default setting cause problems before, but I am still getting the freezing.  He also said my signal levels were good.  The freezing can happen anywhere from 1 to 8 times a day.  Does anyone else have this problem?  Does anyone have any suggestions.  I can't take off work to have a technician tell me nothing is wrong.  As much as I hate Time Warner it looks like I will have to go back.  I never really had any problems with the service just their price and customer service.

---

I got U-Verse about a month ago too. I've had the same problem with freezing picture. And when that happens, My phone doesn't work and I have no dSL computer connection. In other words, all functions shut down. Sometimes it is only for a couple of minutes, otherwise it's several hours. I've called to report the problem. In fact I have had either  a phone tech or service person on the phone or in my house EVERY day since installation. I can deal with the computer and TV going down but reliablilty of the phone is essential. I love it when it works and really want to keep it but how many chances is enough? I would suggest you check all your services and if all are effected, report the problem. If you don't, ATT may never know how much tweeking they need to do.