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tedfroop's avatar
tedfroop
Helpful Neighbour
3 years ago
Solved

Arris VIP5662W 4K Audio Problem

So,  after a couple weeks of viewing 4k sports broadcasts (there are plenty this time of year)  the Audio starts best I can describe it is skipping.  20 seconds of audio, 1-2 seconds of blank no soun...
  • tedfroop's avatar
    tedfroop
    2 years ago

    If none of it works, the last suggestion would be to get a new HDMI cable or have the box replaced.

    Also, when you said you have an older version of the STB, do you know what software version you had? 

     

    Thanks Kate,  I initally tried all those suggestions as part of troubleshooting as a cable or port problem would seem the likely point of failure. 

    The same for swapping resolutions - to see if the problem was related to 4k alone and always the problem persisted until the optic box {singular -we only have one) was rebooted.

    I have not seen the problem for a while,  mind you I am not watching more than a few hours a week of 4k content now, so it has either been addressed or is related to a memory leak and some other process is refreshing memory often enough I'm not seeing the problem. 

     

    I do not know what the old software version was,  I had at the time just replaced the box for PVR issues so the box, hdmi cable etc were all brand new.

     

    Again sorry for the late reply.  I have an anxiety disorder that affects memory and totally forgot about this.....

Optik-Kate's avatar
Optik-Kate
Icon for TELUS Team Member rankTELUS Team Member
3 years ago

Hi tedfroop, I reported this issue to our team and they provided the following recommendations:

  • Update the screen resolution (720/1080): It can be swapped back thereafter
  • Update the aspect ratio to standard definition: It can be swapped back thereafter
  • Reseat the HDMI cable
  • Try a different port on the TV
  • try another audio cable (HDMI or Component) if you have one
  • Reboot the STB while the TV is on
  • Sequential reboot of STB's
  • Try going to Settings - General - HDMICEC settings and select enable and see if that resolves this issue

If none of it works, the last suggestion would be to get a new HDMI cable or have the box replaced.

Also, when you said you have an older version of the STB, do you know what software version you had? 

tedfroop's avatar
tedfroop
Helpful Neighbour
2 years ago

If none of it works, the last suggestion would be to get a new HDMI cable or have the box replaced.

Also, when you said you have an older version of the STB, do you know what software version you had? 

 

Thanks Kate,  I initally tried all those suggestions as part of troubleshooting as a cable or port problem would seem the likely point of failure. 

The same for swapping resolutions - to see if the problem was related to 4k alone and always the problem persisted until the optic box {singular -we only have one) was rebooted.

I have not seen the problem for a while,  mind you I am not watching more than a few hours a week of 4k content now, so it has either been addressed or is related to a memory leak and some other process is refreshing memory often enough I'm not seeing the problem. 

 

I do not know what the old software version was,  I had at the time just replaced the box for PVR issues so the box, hdmi cable etc were all brand new.

 

Again sorry for the late reply.  I have an anxiety disorder that affects memory and totally forgot about this.....

  • Optik-Kate's avatar
    Optik-Kate
    Icon for TELUS Team Member rankTELUS Team Member
    2 years ago

    Thanks for the update! Glad you are not seeing the issue anymore! 

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