TV "pauses" or freezes up during broadcasts????????????

[Sealbeaters]

I had Uverse installed about 3 weeks ago or so.  The tech did a great job, but it took the poor guy forever as he basically rewired my house.  Anyway, I love the tv, esp. on HD channels but every so often the stupid thing just freezes....almost like someone is hitting the pause button.  What could this be caused from?  I thought that the fiber optic cable feeding my area would be better at not "stopping" than the dish was, but so far I have been somewhat dissappointed with this performance problem.  Any suggestions?

Thanks to all in advance,

Brian (sealbeaters)

[randyl]

http://192.168.1.254/xslt?PAGE=B04&THISPAGE=B01&NEXTPAGE=B04

cut and paste your stats...

maybe a clue will pop out or call tech support and have them run the tests to check your line .??

a thought

randy

[wallstreet_1]

There is no solution for this.  I've had at&t out to try to solve this very problem.  They replaced the gateway, the receiver, and checked the lines to no avail.  The workaround is to hit the pause button (if you have a DVR).  This decreases the occurrences of the audio dropouts significantly.  Of course anytime you change a channel you'll have to hit pause again.  My 6 mo promotion ends next month.  After that I'm off to try something else.

[Pip_2]

Could it be the HDMI problem?

If you are connecting with HDMI cable, try RC's following suggestion.........

Disconnect th HDMI cable from the DVR. Then do a soft reset by holding the power button in on the DVR till you see the 3 lights flash. Wait about 5 minutes, then hook up the HDMI cable and try again.

You never know, it might help and if it doesn't, you are only out 5 minutes of time.

I would also do as randy suggested with the stats.

Am I missing something here? I thought audio dropouts and freezing were 2 separate things.

[RCSMG ACE - Master]

Brian go ahead and post your stats.  Pausing and freezing can be caused by a variety of factors.  If your stats show you have a lot of errors occurring along with a large number of uncorrected errors you will need to request a tech be sent to your home to check your service.  The only way you will know that is to go to the link Pip provided, copy and paste your stats to another post in this thread.

[Pip_2]

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RCSMG wrote:
Brian go ahead and post your stats.  Pausing and freezing can be caused by a variety of factors.  If your stats show you have a lot of errors occurring along with a large number of uncorrected errors you will need to request a tech be sent to your home to check your service.  The only way you will know that is to go to the link Pip provided, copy and paste your stats to another post in this thread.

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Uh, that would be the link randy posted.

[RCSMG ACE - Master]

I know, was just reiterating.

[AmishGuy91]

I'm having the same issue but a tech should be out here within the next hour or so. How do my stats look?

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

DSL Link Retrains: 2 2 0 5:49:09

DSL Training Errors: 1 1 0 19:19:26

DSL Training Timeouts: 2 2 0 19:19:49

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: 298 298 0 0:36:12

DSL Severely Errored Seconds: 188 188 0 5:49:09

DSL Corrected Blocks: 293755970 293755970 212 0:00:00

DSL Uncorrected Blocks: 35461 35461 0 0:36:12

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[RCSMG ACE - Master]

They are bad.  Good thing you have a tech coming.

[Pip_2]

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AmishGuy91 wrote:

I'm having the same issue but a tech should be out here within the next hour or so. How do my stats look?

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

DSL Link Retrains: 2 2 0 5:49:09

DSL Training Errors: 1 1 0 19:19:26

DSL Training Timeouts: 2 2 0 19:19:49

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: 298 298 0 0:36:12

DSL Severely Errored Seconds: 188 188 0 5:49:09

DSL Corrected Blocks: 293755970 293755970 212 0:00:00

DSL Uncorrected Blocks: 35461 35461 0 0:36:12

---

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For future reference........when posting your stats, be sure to include the part that I have highlighted in red. It helps to know for how long the stats have been collected. 

RC is right though. Those stats are bad, regardless of the length of time.

Statistics

Collected for 21 days 1:44:03

	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:	0	0	0	0:00:00
DSL Training Timeouts:	0	0	0	0:00:00
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:	7	0	0	8:23:03
DSL Severely Errored Seconds:	0	0	0	0:00:00
DSL Corrected Blocks:	1667282	292	0	1:04:25
DSL Uncorrected Blocks:	11	0	0	8:23:03

[AmishGuy91]

I had reset it about 20 hours before, so those stats were for less than a day.

And a follow-up...tech never showed up last night.  I called and they said there was a problem with the dispatch.  I rescheduled for today and he's got about 30 more minutes before I have another missed appointment.   Not too happy...

[AmishGuy91]

Oh and I noticed I seem to have the most errors when I'm downloading some torrents.  I just think I don't have enough bandwidth going to my house

[showtime48 ACE - Guru]

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Pip wrote:

---

AmishGuy91 wrote:

I'm having the same issue but a tech should be out here within the next hour or so. How do my stats look?

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

DSL Link Retrains: 2 2 0 5:49:09

DSL Training Errors: 1 1 0 19:19:26

DSL Training Timeouts: 2 2 0 19:19:49

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: 298 298 0 0:36:12

DSL Severely Errored Seconds: 188 188 0 5:49:09

DSL Corrected Blocks: 293755970 293755970 212 0:00:00

DSL Uncorrected Blocks: 35461 35461 0 0:36:12

---

---

For future reference........when posting your stats, be sure to include the part that I have highlighted in red. It helps to know for how long the stats have been collected. 

RC is right though. Those stats are bad, regardless of the length of time.

Statistics

Collected for 21 days 1:44:03

	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:	0	0	0	0:00:00
DSL Training Timeouts:	0	0	0	0:00:00
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:	7	0	0	8:23:03
DSL Severely Errored Seconds:	0	0	0	0:00:00
DSL Corrected Blocks:	1667282	292	0	1:04:25
DSL Uncorrected Blocks:	11	0	0	8:23:03

l

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hes link retains and timing failure  are causeing the corructed and uncorructed block to be so high.

[AmishGuy91]

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showtime48 wrote:

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Pip wrote:

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AmishGuy91 wrote:

I'm having the same issue but a tech should be out here within the next hour or so. How do my stats look?

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

DSL Link Retrains: 2 2 0 5:49:09

DSL Training Errors: 1 1 0 19:19:26

DSL Training Timeouts: 2 2 0 19:19:49

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: 298 298 0 0:36:12

DSL Severely Errored Seconds: 188 188 0 5:49:09

DSL Corrected Blocks: 293755970 293755970 212 0:00:00

DSL Uncorrected Blocks: 35461 35461 0 0:36:12

---

Well the tech called a little before the window expired and came about 20 minutes late.  He switched me over to a 25mb profile.  I thought I was already on the 25 mb profile since I do get 2 HD streams, but I was on the 19mb profile.  So far I haven't had any severely errored seconds, but have had cumulative errored seconds, corrected blocks, and uncorrected blocks.  I haven't noticed any pixelation/freezing issues thus far.  He said a lot of the issue was probably my bit torrent downloading...he wasn't sure if moving over to the 25mb profile would help things or not, but told me to give him a call in a week or so to see if it did help. 

[dannyt_1]

I'm not sure how raising your profile would help with your line errors. In fact if anything it should make it worse. Were you gettring 2HD/2SD before? If so then that would help. If not then the you are only decreasing the margin of error on your line.

[RCSMG ACE - Master]

Usually when errors occur like that there is a problem with a cable (more exact, a connector), and it requires a prem tech visit to check your services.  Sooner or later the pixelization and freezes are going to start up again.  Those errors are alerts that there is still a problem with your installation.  You are going to have to request another visit.

[dannyt_1]

I just reread your post. You said you were already getting 2HD/2SD. If you were indeed on the 19Mb profile and were getting

2HD/2SD then that could be the problem. Not sure what DSL speed you have but downloading torrents can often max you bandwidth. If you were 6Mbs short of what you were suppose to get then you could easily run in to problems. Hopefully that was the case and the tech solved it for you. If you are still having trouble then you definitely need to call back.

[AmishGuy91]

Well he changed ports for me at the VRAD and then he replaced some type of connector in the box outside my house.  I'll definitely be calling again if I have trouble.  The tech wasn't even sure what he did would work...in fact, he told me that if I start having trouble again to call in and have them change me back to the 19mb profile.  Kind of confusing to me...I would think having the 25mb profile would always be better than the 19, but I guess not.

[RCSMG ACE - Master]

Tomorrow go to that site and check your stats again.

[AmishGuy91]

Here's my stats now.  Don't know if they are considered good, but they are a vast improvement of what I was getting.  Haven't noticed any freezing or pixelation since the tech came out either.

Statistics

Collected for 2 days 7:14:53
Since Reset Current 24-Hour Interval Current 15-Minute Interval Time Since Last Event  

DSL Link Retrains: 1 0 0 2 days 7:10:42  

DSL Training Errors: 1 0 0 2 days 7:10:16  

DSL Training Timeouts: 5 0 0 2 days 7:11:28  

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: 96 4 0 4:07:30  

DSL Severely Errored Seconds: 0 0 0 0:00:00  

DSL Corrected Blocks: 422017 16643 276 0:02:52  

DSL Uncorrected Blocks: 350 12 0 4:07:30

[wallstreet_1]

Consider yourself lucky.  Mine contnually freezes up with excellent statistics.  It's a known problem that won't be fixed until next year.  I'm not sure I can hang on that long.

[dannyt_1]

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wallstreet wrote:
Consider yourself lucky.  Mine contnually freezes up with excellent statistics.  It's a known problem that won't be fixed until next year.  I'm not sure I can hang on that long.

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Since when is that a known problem? What is your source?

If you service does indeed freeze up constantly then that is not acceptable. If your stats are good then the problem would likely point to connections beyond the RG or the RG itself. Has a tech been out to check or replace any of that?

[js6751]

Ever since we got THDVR, the TV's will freeze occasionally when playing back recorded content on other TVs. Are these stats causing this? 

Statistics

Collected for 10 days 1:20:06
  Since Reset Current 24-Hour Interval Current 15-Minute Interval Time Since Last Event   DSL Link Retrains: 9 0 0 8 days 11:30:21   DSL Training Errors: 5 0 0 9 days 9:25:25  

DSL Training Timeouts: 4 0 0 9 days 17:50:49  

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

DSL Loss of Signal Failures: 105 0 0 8 days 11:30:21  

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: 127 0 0 6 days 16:40:01  

DSL Severely Errored Seconds: 105 0 0 8 days 11:30:21  

DSL Corrected Blocks: 1610435 0 0 3:12:07  

DSL Uncorrected Blocks: 49488 0 0 6 days 16:40:01

Message Edited by js6751 on 10-15-2008 07:17 PM

[dannyt_1]

Do all of the TVs freeze or just the one watching the recorded show? Have you had any problems when watching shows live?

[randyl]

if its using the whdvr fuctions (when freezing) this page may tell a better tale > ??

http://gateway.2wire.net/xslt?PAGE=J70&THISPAGE=A02_POST&NEXTPAGE=J70

Network Performance Management Data  section is the part with the speeds...

if u are on coax and the 112 is dropping to 80    (then a bad cable prolly)

if all the lines are at 112 with hpna active u are in good shape for that portion...

if everything ran fine till whdvr arrived i would guess the problem is in the house wiring ???

96 maybe is the acceptable bottom threshold   imo

so all your coax lines need at least 96 or better with 112 being the best...

u can also tell which line is which by the mac addresses .....

if any of them are 80  look out for trouble and call ts  (which regardless if u are having troubles u need to do ne way imho)

my take

randy

ps this info is just an opinion and meant to maybe give u a starting point of what the  potential problem can be ..........

Message Edited by randyl on 10-15-2008 10:21 PM

[djrobx]

Turn your remote STB on and monitor that HPNA page Randy gave you for a few minutes, refreshing periodically.  I had a slightly loose fitting and it caused those numbers to jump all over the place.   Sometimes it all looked fine at 112 but then it'd drop down.   When it's working right they should be stable.

[wallstreet_1]

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dannyt wrote:

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wallstreet wrote:
Consider yourself lucky.  Mine contnually freezes up with excellent statistics.  It's a known problem that won't be fixed until next year.  I'm not sure I can hang on that long.

---

Since when is that a known problem? What is your source?

If you service does indeed freeze up constantly then that is not acceptable. If your stats are good then the problem would likely point to connections beyond the RG or the RG itself. Has a tech been out to check or replace any of that?

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I'm running optical output.  Stats are good.  Tech has been out and replaced the STB and RG.  I say it's a known problem based on other posts I've read where they quoted tier 2 support and a software fix for early next year. 

[callmeox ACE - Wizard]

Is your home wiring cat5, RG6, or a combination of the two?

[wallstreet_1]

Take 2 with tech coming out again today.  I think the plan this time is to swap out the Motorola STB with the Cisco STB.

[tallicazx6]

I didn't think they could do that, I was told by my tech that certain areas have to have certain boxes, he said it was some sort of liscensening thing, and that is why I cannot switch from a Cisco to Motorola. Was I told the wrong info on this?