11-14-2020 05:38 PM
Since the most recent software update, my VIP5602WT will not properly handshake with my 4K HDMI 2.0 HDR TV if the TV has just been turned on or if the TV’s inputs have changed. I just see “snow” at 4:3 ratio. To resolve, I have to have the TV on and set to the OptikTV’s HDMI input, then power off/on the OptikTV. Specifically, while the OptikTV is connected and working, if I switch the TV to another HDMI input and then back, or simply turn the TV off/on, I get “snow” in a 4:3 ratio. I continue to hear the audio and can change live TV channels.
I have two VIP5602WT OptikTV devices, and neither work with the 4K TV since the latest update. Telus sent me a replacement VIP5602WT as a test, and it also had the same issue. I think the update has broken a part of the handshake process, because I have had the 4K TV since March 2019 and not had this issue before.
It doesn’t matter what resolution the OptikTV is defaulted to (e.g. 4K or 1080P), the problem reoccurs. Unplugging/replugging the HDMI cable (at any resolution) at either the OptikTV or TV side does not resolve this. While I can blindly (using memorized remote-button presses) change the OptikTV to another resolution (1080p), and the handshake works (I can see again), it doesn’t stay resolved.
If I plug in another 4K device (my AppleTV 4K) into the TV’s HDMI 2.0 HDR port, it continues to be properly displayed after turning the TV off/on, or changing the TV’s HDMI input away from/back to the 4K device - the handshake works.
I have a case open on this, and Telus intends to send me a different make/model of OptikTV to see if it handshakes differently than the VIP5602ST. I will post an update when I receive and try it. Already tried a new, replacement VIP5602WT (same result).
11-14-2020 06:02 PM
What model is your TV?
Have you checked to see if you are on the latest TV firmware?
11-14-2020 08:30 PM
11-14-2020 11:14 PM
Do you happen to have a HDMI switch that you can test with? I have 2 lying around that I used to use on an old TV that only had 1 HDMI input. Depending on the design of the switch it may be able to meditate the handshake. I wouldn't buy one just to do that as the chances it would make it worse are just as likely.
11-15-2020 12:08 PM
Possibly a HDCP issue? Do you have any HDMI settings on the TV that let you change the version of HDCP used on the TV?
I had issues with my setup in that I could only get sound but no video. I had to change a setting on my receiver to only use HDCP 1.4. Once this was done things worked as expected.
11-15-2020 03:16 PM
04-25-2021 02:46 PM
I turned on my OpticTV last night and was prompted to perform an update. I'm pleased to say the latest version 3.5.36582.459 (previously 3.5.36378.437) resolved the issue I've had since Fall 2020. I couldn't be happier and hope the hours I spent on this with Telus' support staff and technicians contributed to its resolution.
04-25-2021 04:46 PM
I am having the same issues - VIP5602WT box, running 3.5.36582.6259
I have 2 4K Televisions, less than 18 months old - direct connected to Optik Box
they worked completely fine until I tried to watch TV yesterday. They are all current firmware.
They are in my kitchen and Living room - and I don’t use them a lot - but they have been working just fine up until today
I was getting HDCP errors, then no signal on the TV - I tried all the recommended troubleshooting - new HDMI cables, restart and On/Off TV and Optik..nothing has worked.
I finally changed the Aspect Ratio on the Optik from 2160 to 1080 - and they worked....
but won't obviously work when set to 2160 anymore....
so the Optik software - is the culprit - however, - I see I am running a newer version of software than you indicate below...
any suggestions here ?
04-26-2021 01:22 AM
I'm also on firmware 3.5.36582.6259 but have no issues connecting to my Sony TV in 4K mode. My Optik box is a VIP5602W not a VIP5602WT however. I wonder if that is the difference.
04-27-2021 12:32 AM
This is interesting as we got hooked up 2 weeks ago and it has been a nightmare. Boxes not working / not recording / on demand just stopping / TV's not hand shaking. Shaw worked flawless for 28 years on the same network.
As a OG Cable TV system owner, moving to Telus was a leap of faith.....one I wish I never took now.
05-01-2021 12:29 PM
05-03-2021 07:08 PM