Channels Pixelating about every 2 minutes - No errors on Stream Analyzer [ Edited ]

[jonboy545]

So I notice it most heavily on channel 1325 (Cartoon Network HD) - I watch alot of the "Adult Swim" shows in the evening. I haven't paid enough attention to see if it happens on other channels.

I know 1325 has been doing it for atleast a week or so.

I ran Stream Analyzer, with an ethernet patch cable plugged into the back of my main DVR unit (the one watching channel 1325)

There's only one other STB in the house, and it was watching another HD channel. No recordings at the time so just the two HD streams active. No internet activity in the house. Total VDSL traffic was 12Mbps on a 25/2 profile. No Uverse voice just U200 and 6mb/1mb internet.

Here's the UV Realtime screenshots. Stream analyzer had been running for about 10 minutes, and during that time I counted 7 "bad" pixelation/stream issues and 3 "minor" stutters where it was only part of the screen.

The DVR was rebooted maybe 3 days ago, Indoor Gateway rebooted about 8 days ago. iNID rebooted 8 days ago as well. Had a power outage and still don't have my battery that ATT promised to ship 2 weeks ago (installer did not install battery in power supply)

Is this an issue with the content provider sending a corrupted signal? I mean UV Realtime is saying it's receiving the packets correctly, so I'd assume the error is somewhere outside the house.

Here is a short 2 minute clip showing the interruptions. The frequency it happens in the video is on average how often it happens. Sometimes it may go as long as 3-4 minutes with no skipping/error, sometimes it's once every 30 seconds for  a few minutes.

www.youtube.com/watch?v=uwvN7x_EY6s

[SomeJoe7777 ACE - Geek]

I would say this is probably a provider issue -- something wrong in the VHO or elsewhere outside your house.

Please send a private message to Alex, one of our Community Managers.  He can get help get this issue solved.

[ATTKenneth]

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jonboy545 wrote:

So I notice it most heavily on channel 1325 (Cartoon Network HD) - I watch alot of the "Adult Swim" shows in the evening. I haven't paid enough attention to see if it happens on other channels.

I know 1325 has been doing it for atleast a week or so.

I ran Stream Analyzer, with an ethernet patch cable plugged into the back of my main DVR unit (the one watching channel 1325)

There's only one other STB in the house, and it was watching another HD channel. No recordings at the time so just the two HD streams active. No internet activity in the house. Total VDSL traffic was 12Mbps on a 25/2 profile. No Uverse voice just U200 and 6mb/1mb internet.

Here's the UV Realtime screenshots. Stream analyzer had been running for about 10 minutes, and during that time I counted 7 "bad" pixelation/stream issues and 3 "minor" stutters where it was only part of the screen.

The DVR was rebooted maybe 3 days ago, Indoor Gateway rebooted about 8 days ago. iNID rebooted 8 days ago as well. Had a power outage and still don't have my battery that ATT promised to ship 2 weeks ago (installer did not install battery in power supply)

Is this an issue with the content provider sending a corrupted signal? I mean UV Realtime is saying it's receiving the packets correctly, so I'd assume the error is somewhere outside the house.

Here is a short 2 minute clip showing the interruptions. The frequency it happens in the video is on average how often it happens. Sometimes it may go as long as 3-4 minutes with no skipping/error, sometimes it's once every 30 seconds for  a few minutes.

www.youtube.com/watch?v=uwvN7x_EY6s

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Hate to hear about the interruptions with that channel.  Does it happen on the other set-top box as well with the same channel around that time?  If so, the problem could be coming from the content provider.  If only to this receiver, then it could be with the receiver itself, but should you should have a few tests performed to isolate any HPNA and/or equipment errors with tech support, or through Alex (the Community Manager here).

Also, this may sound like a basic question, but have you reset any of the equipment (gateway and then all receivers)?

[jonboy545]

Thank you both for your replies.

Yes, the same interruptions happen on both tuners. If the show is recorded the same glitching that is present live, is present in the recording, are when watching the same channel live on two different TVs they happen at the same time.

I've been paying a bit more attention, and it seems to really only happen on 1325. I'm not noticing it on other channels, but I've only been watching Discovery HD, Science HD, History HD. So I can't say I've tested a majority of the channels.

The DVR and remote tuner were reset about 3 days ago. The residential gateway and iNID was reset 8 days ago.  I'm going to reset all the devices and see if there is any glitching this evening.

I've been tuned into 1325 for the past 20 minutes and don't see any glitching, however I never watch during the day, and the glitching has been present every evening for the past week or more.

Thank you SomeJoe and Kenneth,

Jonathan

[bauwls]

Well, you can definitely get to TIer 2 tech support who will supply information if the I/O data for a particular VHO is good or not. Post a screenshot of your Error Table if you have a chance.

[JefferMC ACE - Wizard]

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bauwls wrote:
Well, you can definitely get to TIer 2 tech support who will supply information if the I/O data for a particular VHO is good or not. Post a screenshot of your Error Table if you have a chance.

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You obviously get a different caliber of Tier 2 agent than many of us get.

[bauwls]

Nah not really, just have them contact ICU.

[jonboy545]

Here's the error table.

No errors in the past 24 hours in the error table, but still extremely glitchy. Monday's recording of American Dad was exceptionally bad.

I watched cartoon network during the day off and on for a few hours, and saw 0 glitches... It's only at night, and I really can't see any glitching on any other channel. I mean there is the occasional glitch every now and then on any channel, but it's very minor, and perfectly acceptable.

The DSL training error was only upon bootup... probably because the power outage we had, and the RG started looking for a signal before the iNID fully botted up is what I'm guessing. I've had 0 issues with the internet.

[SomeJoe7777 ACE - Geek]

That error table doesn't show anything of consequence. The highlighted errors are from the last startup of the gateway and are of no concern.

I still think the problem is in the VHO, given that the glitching is only occurring on one particular channel.

Did Alex get back to you?

[EMalvo]

Same problem occurring here. It's being elevated to ICU. It's really strange that more people haven't reported this or that the Tier 2 people don't know anything about it. It's been happening for at least 4 days for me.