Has anyone noticed their 4K PVR slow when skipping ahead or back lately?

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Connector

It seems the PVR is taking between 1 and 2 seconds long with a sound dropout when skipping forward or back both with live tv or recorded programs. I called about the issue and was told it may be a recent software update that may have slowed down the pvr and there us nothing that can  be done to resolve it. I dont know about you but this kind of ticks me off..


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TELUS Employee
TELUS Employee

Hi there @Telusgrom et al.

 

The slow-down is an unintended result of the most recent update. It's something we're aware of and we're working on resolving the issue ASAP. I wanted to share here as I know there's been some challenges getting a clear answer.

 

Thanks for the posts and we appreciate your patience while we get things back in order.

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Community Power User
Community Power User
I don’t experience any issues with my 4K receivers. Have you power cycled your modem then the receivers.

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Connector

Yes, power cycled everything. The skip used to react instantly but now a 1 or so second delay. The support tech said there have been issues since they did a firmware updare to version 3.3. 

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Advisor

For me it completely changed.

 

After every press, it used to show what it jumped to. I call it preview picture. That is gone!

Now it just shows the picture where you started and nothing as you keep pressing the button. But it does skip, it's just a surprise where it stops.

This started 3 days ago, I hope it was a bad device update.

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Community Power User
Community Power User
4-5 skips is usually all one needs for commercials. If you really want to scrub bar with timer if it vanishes hit ok then skip ahead etc.

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Connector

Yes thats the same symptom as mine, I think I just describe it differently. I dont like it because of the 1 second delay, it used to be instant when you press the skip button. Sound also drops for the 1 second while the screen is frozen.

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Neighbour

I just noticed this last night as well.  Used to be instantaneous, now it feels like it lags.  Not enjoying this new update.

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Advisor

I can appreciate your approach on how to make it work, but it was working. So for me, the first action is to undo the mistake.

Of cause an acknowledgement from Telus that this is happening would be first step. There isn't even a history for undates.

On your suggestion, yes I could see the time that way and the 4 presses for commercial is about right, but I do use it for finding other points too. As "forward" is even harder to use on higher speed .

thanks

 

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Advisor

Maybe you used to press it once, I noticed less abut what happens at one, but big difference with many presses.

Advisor

I don't know when that was, but a while ago, like summer, there was another change they never corrected.

The timer bar on the bottom never stayed on before, then one day it started to stay up and have to press something to make it go away.

That must be a bug as well.

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Connector

I have noticed the same issue with the skipping being much slower - half second delay with each press of the button. The CSR that I spoke with set up an appointment for a technician to check it out, but it's obviously a firmware bug, so I don't think it will be resolved until Telus fixes the issue with a new update.

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Ambassador

I am writing here not so much as to complain but just to confirm that I also have noticed the lag in the response to Forward and Reverse Skip button presses.  Given the history of firmware updates, there is a good chance this is the way it will be for foreseeable future, just like the HDCP error when passing through AV receivers, Video not cutting off when powered off etc.

Edit: @Just_LH: Thanks for pointing that out. I had mapped those buttons to FF and REV on my remote hence the wrong nomenclature.  I edited the post.

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Advisor
 
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Advisor

"skipping being much slower"

 

The CSR I spoke to suggested maybe the button on the remote was stuck. I hung up.

 

To clarify, it is still working for you? So you press it 3 times and a picture comes in and you can press it again to skip once more before it starts to play?

 

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Ambassador

Sorry.  I edited the post.  It was the 30 sec forward and 10 sec reverse skip keys.  My mistake in the naming the buttons as I had them mapped to the keys on Harmony remote.

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Coach

Same issue here as well on the 4K PVR.  Restarted everything and no change.  Very annoying to say the least.

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Connector

We have an ISB7100 set top box connected to a TV in another room. Even though it's much older technology than our 4K PVR, it's significantly faster at skipping through commercials than the 4K box, which is now downright sluggish in comparison. Hope Telus fixes this issue soon!

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Advisor

"Same issue here as well on the 4K PVR.  Restarted everything and no change.  Very annoying to say the least."

 

Thank you for saying something .... at this point they haven't even acknowledged it.

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TELUS Employee
TELUS Employee

Hi there @Telusgrom et al.

 

The slow-down is an unintended result of the most recent update. It's something we're aware of and we're working on resolving the issue ASAP. I wanted to share here as I know there's been some challenges getting a clear answer.

 

Thanks for the posts and we appreciate your patience while we get things back in order.

View solution in original post

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Ambassador

@Scoto: Thank you very much for the update.  It gives a good feeling that Telus knows about the issue and a fix is on the way.  On this occasion, may I ask if the HDCP error when the signal goes through a modern AVR is also being addressed, at some point?

 

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Connector

That's good news! Thanks for the confirmation and for the notice that a fix is forthcoming. Having a clear answer on an issue like this makes such a difference. Cheers!

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Advisor

Thanks for the update.

 

I don't know if there was an update on this box, staring to think the problem is on the server side. This box if so dependent on the internet and the server, it makes no difference that what I am watching is here on this device.

The reason I am saying this is because I don't think there was an update in the last few days, yet the changes are obvious. Yesterday even the FF was very slow. 2 sec. delay after pressing play. But today is back to before. Usable (I never complained about FF)

I wonder if we ever get the skip ability back......

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Advisor

.... and today FF is back to the 2 sec delay.  I give up.

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Ambassador

Just wondering if there is anyone here on this thread with a Technicolor UIW8001 PVR? Or is everyone using the Arris VIP5662? 

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Coach

@vishwa wrote:

Just wondering if there is anyone here on this thread with a Technicolor UIW8001 PVR? Or is everyone using the Arris VIP5662? 


Arris VIP5662W for me here.

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Coach

@vishwa wrote:

@Scoto: Thank you very much for the update.  It gives a good feeling that Telus knows about the issue and a fix is on the way.  On this occasion, may I ask if the HDCP error when the signal goes through a modern AVR is also being addressed, at some point?

 


I know this doesn't help you much Vishwa, but I've not had any issues with HDCP to my AVR, which is an Onkyo.  My Onkyo then connects to my LG 4K OLED.  I did have to get new HDMI cables that were certified for 18Gbps, as my older cables were not capable of working well at 4K speeds.  It shocked me that digital cables would have issues, but replacing them with the shortest, highest rated cables made all the difference.  Before I did that, I had lots of issues.

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Connector

Yes thanks for the update Scoto, nice to know a fix is on the way. Before this issue I have been quite happy with the 4k box.

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Ambassador

@DeanD: Glad to see a better cable solved your problem.  However, cable isn't my issue.  The way HDCP components are supposed to work is to hand-shake all the components in the chain and determine the lowest level and reduce itself to that level. Something like this:

 

HDCP 2.2 PVR---> HDCP 2.2 AVR ---> 4K TV ---> 4K picture

HDCP 2.2 PVR --->non HDCP2.2 AVR ...> 4K TV ---> no 4K picture(restricted to 1080p

HDCP 2.2 PVR --->HDCP 2.2 AVR ---> 1080p TV ---> 1080p picture

HDCP 2.2 PVR --->non HDCP 2.2 AVR --->1080p TV ---> 1080p picture.

 

Just to be clear, my current situation is scenario 3 above.  And, since the first install in July 2016 it worked well for several months until one firmware update.  Then I started seeing the HDCP 2.2 error. I also tried scenario 4 by changing the Denon x3200 with Onkyo TXNR 818(non HDCP 2.2) and it works.  Initially, I thought it was limited to modern Denon receivers.  However, from the responses here it became clear that it affected most modern receivers such as Pioneer and Sony. Basically, the PVR isn't negotiating the handshake through out the chain and as soon as it sees a HDCP 2.2 receiver it stops looking further and sets itself at that level and fails to show picture on a 1080p tv.  It bears to repeat here that the exact setup worked for about 5 months(July-October 2016).

 

This issue is for those who have modern HDCP 2.2 receivers and older 1080p(non HDCP 2.2) televisions.  Cable problems will be obvious from the get go.  It will not appear after months of working right.

 

Just to recap the evolution of 4K PVR, when I got it initially I could connect it via Denon AVR X3200 to my 1080p TV using HDMI.  I could also connect the 4K PVR to my 4K 28 inch Samsung Monitor using HDMI with a refresh rate of 24 or 30 Hz at 4K resolution.  With the latter connection, I could turn off the PVR and the monitor would go to power save mode.

 

After a couple of firmware updates, I lost the ability to use Denon AVR with HDMI, 24 Hz and 30 Hz at 4K resolution options were gone(Samsung monitor supports only those two with HDMI), powering off the PVR would not cut the video circuit any more.  The latest is the delayed response to skip and replay commands.

Just to be clear, I have all three services with Telus and I have been overall happy with the service.  They have treated me well.

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Connector

Hi Scoto, any updates on this issue? It does make the whole experience underwhelming when we were used to the speedy response the Pvr once had.

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TELUS Employee
TELUS Employee

Hi there, @Telusgrom.

 

I did a little digging this morning and didn't come up with much, I'm afraid. It's still well on the radar and will, in all likelihood, be a part of the next release but I'm afraid I can't share the timeline on that, right now. Sorry I can't be more firm on that.