DVR software update causes sound to be muted for 2-3 seconds after resuming from a pause

[brittmayo]

Everything has been working normally for a long time.  Then the new software update was downloaded to the DVR.  Sound used to be present immediately when resuming after a pause, fast forward or rewind.  Now, there is a 2-3 second delay where the picture is moving but there is no sound, then the sound comes on.  This is very annoying, since you have to rewind 5-8 seconds sooner than where you actually want to start to ensure that you don't miss any of the sound.

AT&T, can you please undo whatever you broke in this most recent update?  Things were working really fine before.

Thank you.

[brittmayo]

Apparently this bug was introduced in the Phase 3 rollout of Total Home DVR. 

[RCSMG ACE - Master]

Have you tried doing a hard reboot of your dvr?  Just unplug the power cable for 30 seconds.  This will cause the software to be redownloaded into your dvr.  This will not cause you to lose any recordings on your dvr.

[Kong57]

Im having the same problem too. I have 4 boxes at my house and it is only happening on 1. It is the one with the Onkyo 7.1 reciever connected to it...

[brittmayo]

For me, it's only happening on HD shows - SD is unaffected.  And, yes, only on the DVR itself (I have 2 other boxes). 

[texasguy37 ACE - Champion]

What audio setting do you have on the box that you notice this with: surround sound or stero?

[brittmayo]

Surround

[brittmayo]

Did your problem ever clear up, Kong?

[brittmayo]

Thanks for the suggestion, RCSMG; however, hard reboot had no effect. 

[bmhalula]

I have this same problem as well. everything was working fine without any problems and now this is just one of the many complaints with the new update. Any suggestions would be great. thanks.

[Kong57]

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brittmayo wrote:

Did your problem ever clear up, Kong?

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Never cleared up

[RCSMG ACE - Master]

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brittmayo wrote:

Thanks for the suggestion, RCSMG; however, hard reboot had no effect. 

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Have you tried calling ts and ask them to check your service for errors?  This could be a temporary issue caused by the upgrade though.

[Kong57]

I guess ill go try that...

[JefferMC ACE - Wizard]

This seems to be an issue only for "surround sound."  I haven't had this issue, but I use only stereo on all set tops.

[lnoland]

We also had the problem.

When the poster asked if the setting was set to surround or stereo that gave me an idea to try changing the setting.

Ours was also set to surround.

So I changed the setting from surround to stereo and the 2-3 second sound mute went away.

Thanks

[brittmayo]

...but then you don't have surround sound - seems to defeat the purpose of having a receiver and surround speakers?

[brittmayo]

Many people are reporting this same problem, and the thing that they all have in common is that they are using a surround sound system.

Seems to be a bug in Phase 3 handling of the surround signal.  Ought to be easy to find/diagnose/fix.  How does one go about getting someone's attention to get this done?

[loaf]

Same exact problem after the software update. With surround sound on the DVR, when i pause, fast forward or rewind I do not have sound for 2-3 seconds after the operation is complete.  It is extremely annoying.  I need to hit the 3 second rewind twice, because after hitting it once, I have no audio until I was already back where I was originally.

I changed to Stereo and the problem went away immediately.  This is unfortunate though, because I do have surround sound.

TV2 client version 2.0.26496.12 (RELEASE)

Set-Top Box CISCO IPN4320-SG-A

Uverse FTTP

On another note though, the update has been pretty awesome though.  I can now pause other receivers (not the dvr) and the audio lag does not affect those devices even with surround sound on.

I called tech support and they mentioned it should be fixed in a future update, but didn't really provide an details.  They suggested rebooting the DVR, but I have not tried it yet after switching to Stereo and noticed the problem stopped.  I didn't think it would do any good.  I'll try later.

[Scythes]

This has obviously gone unfixed since the update. I keep trying to switch back to surround but it still has the delay. What makes it worse is the fact that with a Bose system, the lack of audio makes the picture go out as well, then takes even longer to get started again. I hope they can get their act together soon so our surround systems can actually be used again

[sunilmagar143]

They are aware of the issue and hopefully this will get fixed soon.

[Anthony_1]

They may be aware of the problem but they have not told tier 1 personnel that they are aware so I will have to wait today for a tech from 4-9 PM EST. Trying to explain anything to tier 1 is like talking to the wall!  I've notice that the problem in my system is with HD programing only. I can go to, for example 1108 TNTHD and have a delay but if I go to 108 TNTSTD there is no delay.

[JefferMC ACE - Wizard]

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Anthony_1 wrote:

...  I've notice that the problem in my system is with HD programing only. I can go to, for example 1108 TNTHD and have a delay but if I go to 108 TNTSTD there is no delay.

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This is because it only happens with Surround Sound.  Surround Sound is only available with the HD programming, SD has stereo at best.

[mtsindy]

We noticed this, but only on the STBs and not on the DVR. Upon experimentation, I noticed that what seems to be happening is that the longer you are paused, the lower the volume will be when you resume playing. On my system, I actually hear the volume gradually return to the original level over that 2-3 second delay. If I pause only briefly, or use the jump back/jump forward feature, the volume change is almost non-existent. Anyway, I'm willing to live with it for now in exchange for the convenience of pausing and rewinding from the STBs.

[Anthony_1]

Call support today, as usual Tier 1 clueless, Tier 2 some what more knowlegable created a ticket and said they will call me when repairs made. I will wait another week and then call back.

[Anthony_1]

Recieved e-mail today stating "Your AT&T U-verse Voice outage has been resolved." I don't know why this was sent to me, the sound lag has not been repaired, so I'm on the phone with Valencia in DallasTier II now, the ticket that Steven in Dallas started, {Personal content removed for your safety}, for  me has been cancelled. As I'm waiting for a Tier II supervisor to answer if AT&T is working on this problem, Valancia says that there is no way she can find out if anyone is working on this problem, she doesn't even know you to call to ask.  I am going to suggest that every one that is having the 2-3 second delay with surround sound start calling AT&T tier II Every Day.

[Anthony_1]

Hello, anyone still having this problem? Well I am. I talked to Tier I, useless, Tier II useless, ecalated to ICU, Marcus, reseting DVR did not work, reseting RG did not work, Marcus set up service tech to change RG. Service tech changed RG and one connection in the box outside, did not work, changed cables did not work, Service tech seems to think this is a software problem which I agree and AT&T won't admit. Marcus has gone home for the day so I will call him tomorrow.

[Anthony_1]

Just got off the phone with AT&T, usual route tier I, Tier II (who tried to tell me this was a problem with my surround sound system and they do not support it), and about one hour with Marcus with ICU. After rebooting everything again and pushing the latest update again still no fix. He put me on hold to talk with some others about the problem he came back to tell me this is a software problem and that AT&T has been aware of this problem for years and are still working on a fix. I told him this started when AT&T pushed out phase three total home DVR and that came out in South Florida earlier this year. He said there is no time frame for when a fix will come out. I told him I won't call back anymore until the next software update comes out that does not fix the problem. I don't know if enough customer who are having this problem are calling to complain, is the reason AT&T is not putting more attention to this problem. Maybe one of the monitors can give us more details?

[RJSinMO]

I have the problem since P3 rollout also.  It's not often and not a big deal.  Sometimes after a fast forward or even a pause, I will lose the sound, and sometimes have to switch to another input on my Harman Kardon and then back again to force it to re-synch then the sound will be back.

[Anthony_1]

Still no fix but getting worse with the DVR 4 to 5 seconds. Is there ever going to be a fix for this!!!

[RCSMG ACE - Master]

I don't know if this has been suggested to you yet, unplug the ac cable from your stb for 30 seconds and then reconnect it.