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

Telusgrom
Organizer

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..

1 ACCEPTED SOLUTION

Scoto
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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42 REPLIES 42

DeanD
Coach

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

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!

"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.

Scoto
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.

@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?

 


@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.

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!

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.

@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.

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.

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.

I would be surprised. Most likely Telus waiting for us to forget how it was.

This thread was marked "solved" too.

Hi Scoto, 

Just wondering if you have heard anything on yhis issue lately? Its just kind of sad that the 4k pvr hardware is being handcuffed so it doesng perform to its full potential. 🤐

It really is a shame that such a powerful box is held hostage to bad code.  I don't see it happening soon.  We will be lucky if it happens.  Wait and see.

Still waiting on the fix! Does anyone have updates regarding this issue?

No timeline for an update to the software. It should be corrected next release.
But sometimes they’re 2-4 months away or longer. Have to just be patient.

Any news on the software update? It seems this has been forgotten.

but getting worse in the mean time as I wrote the other day and today.

Hi Scoto, any news on this? Its been 10 months now and I havent forgotten how good it was before that software upgrade ended up downgrading the experience.

wow, you are an optimist. The fact the thread was marked "solved" wasn't a big enough clue 🙂

They count on that you will forget. And most do. They just get used to the new way. And the few who don't forget don't matter.

Same thing happening now with Gmail. I hate when they break something that was working but you stop using it or get used to it.

Hate be be political, but this pretend they care (gmail...oh you can switch back ...a month later ...not anymore) but then they do what ever they want, is the same as .... here is vote... you are in charge.....but the result is never what you want. It's just theater for those who can't tell the difference.

You can call them and ask to bring you a regular hd box. The older boxes don't have the lag