Pik TV - blank screen, won't launch

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cousinjunior
Advisor

 problem: Pik Live TV goes dead after 1 day!

 

- after the initial setup, Pik Live TV seems to work correctly

- then evening comes along, and the box goes to sleep overnight...

- try to watch Pik Live TV the next day, and NO GO!... all I get is a black/blank screen, with a very small white rectangle appearing in the very top left corner of the screen... upon closer inspection, the white rectangle seems to contain the bottom half of a green Android icon (cut off)

- the only fix is to clear the cache and data for the Pik TV app (that worked once), or, having to completely reinstall the Pik TV app

- also tried a FULL RESET of the box and full re-initialization of everything (what a time-consuming pain...)... yes this brings it back into working order, but sadly, for only 1 day

- so, nothing left to try....

- ANYONE ELSE seeing this behavior, and if so, were you able to fix?

 

- note: the box itself is updated, the Pik TV app is updated, hardwired via Ethernet, Internet 25 fibre plan, Netflix works fine (and has FAR better picture quality than Pik TV)

- note: Telus is sending me a new box, but somehow I think I'll just get the same problem, considering that my current box is brand new

keinobl
Friendly Neighbour
I had similar, I could see the guide, but channels blank. I had to unplug power... Not just power off/on...completely remove power... Then it recovered, seems to still be okay after 1 week
Community Power User
Community Power User
When you have an issue with the app make sure you close it before trying to relaunch it. “Home”, “Home”, down arrow then OK on the remote.
cousinjunior
Advisor

ARRRGGGGGHHHHH....

 

received my new Pik box yesterday... installed and set it up carefully... all was brought up to date... did NOT activate the sleep function this time

 

all was good, watched Pik Live TV and Netflix last night... worked with NO issues (except of course poor picture quality on Pik TV channels...)

 

then turned off both the box and TV using the remote and went to bed

 

woke up today, gave it a try: turned on the box and TV, went to watch Pik TV -- and instead got a black/blank screen with a tiny white rectangle in the very upper top left corner of screen -- same as before!.. can't watch Pik TV

 

I'm at a loss now... how could 2 boxes both be bad?... I suspect it's not the box(es) at all, but rather the software or Pik system?

 

again, I am connected hardwired with ethernet

 

the only thing I can think of is that my router is on a timer to turn off at night... so it reboots every morning (but really, how could this possibly "break" Pik TV?... surely, Pik can recover from a power outage or router re-boot?)

 

any idea, I'm at my wit's end now... I want to like PIK, but it just doesn't work

 

please help!

Community Power User
Community Power User
Did you close the app before relaunching. Look at my previous post.
cousinjunior
Advisor

RE: "Did you close the app before relaunching. Look at my previous post...."

 

not sure why I would have to do this?

 

I just set up a *brand new* box, then immediately updated the box, remote, and Pik TV app

 

when I updated the app, I simply went to the Google Play > my apps > then "update all" (there were 2 apps needing updating)

 

then I went on a watched TV, etc.

 

isn't that the proper procedure?... I would guess that 99% of people would do this to update the app, just like on any phone

 

sorry, but maybe I don't understand you clearly......

Community Power User
Community Power User
I’m offering a suggestion to close the PikTV APP. Then try to relaunch it, to see if it then works.

Otherwise it’s running crashed/hung up in the background, clicking on the piktv app icon will keep bringing up the crashed/hung up app.
cousinjunior
Advisor

and I really appreciate the suggestion!... I will try that and report back

 

(but the big question is WHY is my problem happening? I don't want to be restarting apps on a daily basis (that is useless)

cousinjunior
Advisor

sorry, but I don't know what you mean by "home"... there is no home button on the remote, and no menus refer to home

 

???

keinobl
Friendly Neighbour
Try unplugging the power...not just restart via remote..completely remove power from pik box

For blurry screen... I found it went away when I switched from WiFi to using wired LAN connection, not WiFi...WiFi has some latency
Community Power User
Community Power User

@cousinjunior wrote:

sorry, but I don't know what you mean by "home"... there is no home button on the remote, and no menus refer to home

 

???


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NFtoBC
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cousinjunior
Advisor

ah ha... the reason I could not find "home" on the remote is that my version of the remote does NOT have one!... instead, it is labelled with a big letter "G", in Google's colours

 

I observed that pushing this button multiple times brings up a screen showing the (running?) apps, and I can choose to "X" them individually... so I did that for PIK app, and it seemed to close

 

then I went back to home screen, and noticed that Pik app was grayed out... so I clicked on it and yes, it restarted... seems the Pik TV works fine (for now, but I doubt that will last)

 

for good measure, I then also disconnected the power cord and ethernet cords to the box for 60 seconds, then reconnected... now I will wait a few hours and try Pik TV again

 

Q: since my remote is different, do I have a newer or older version, as compared to the one posted above by NFtoBC?

 

(and if I have an older box, might that be the cause of my issues?)

 

thanks everyone for your help so far!

cousinjunior
Advisor

keinobl: thanks for the suggestion...

 

not to deviate on this thread, but I am *already* connected to my Pik TV box using ethernet (not wireless), plus have Telus Internet 25 plan and a newer Telus router, so my signal feed to the box should be excellent

 

to be clear: when I say I have "poor" picture quality when watching Pik TV, I am saying that the resolution is not actually true HD, and the picture is just not crisp enough, has some mild artifacting here and there (especially around text), and generally has a dull, low-contrast picture -- when compared to the picture quality I get watching Netflix on the Pik TV box, OR, when I watch TV stations over-the-air using my $40 antenna... even my teen daughter switches over to the antenna signal when watching a channel thatwe can reach that way!

 

again, it seems that somewhere upstream, Telus is (heavily) compressing the Pik TV signal, most likely to reduce bandwidth and provide a more stable watching experience for those connection to their Pik box using wireless or on mobile devices???... I can understand that, but for me anyway, the quality is just a wee bit too far below what I would say is acceptable or expected in this day and age of 4K screens, etc.... I am not using 4K,, but a a plain old 1080P screen on an older Panasonic plasma 42"

 

funny thing is, some stations seem to be better than others... for example, CTV seems pretty decent, while CNN is a real disappointment when compared to a proper higher quality signal

 

I know the Pik TV box itself can produce perfect HD, because watching Netflix through it is just fine... great quality there

 

I have asked around, but so far, no one can state what the level of compression or actual definition level is for the Pik TV channels

 

too bad the Pik TV box is not able to automatically provide ethernet-connected users with a better quality signal somehow, or perhaps use more buffering to provide even wireless-connected users with a better quality feed?... that would be GREAT! (somehow, Netflix seems to do this on any box I've ever used)

 

maybe we should have another thread dedicated to Pik TV picture quality, how to maximize it, etc............

 

(anyway, none of this even matters for me, unless I can get my Pik TV to start up and work past 1 day!)

 

Community Power User
Community Power User

The Google button is news to me! My remote dates from the earliest releases of PikTV. Can you post a picture of the remote and Device you are using?

 

 

NFtoBC
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cousinjunior
Advisor
Community Power User
Community Power User

Your local wireless network is faster than your internet connection by factor of 4x to 16x, so any compression Telus is doing is more likely to address the WAN (internet) side of of the delivery, rathe than the LAN side.

 

Streaming of 4K television signal could consume your whole 25Mbps stream , which would be one reason for compression, even 1080p would be expected to consume about 6Mbps. Telus streams the programming received from the suppliers to all subscribers who meet the minimum data bandwidth, whether on copper or Fibre. It is compressed for the least common denominator. In addition, the supplier may be choosing the stream to send Telus for this purpose.

 

Finally, Telus offers Optik for those wanting a top-tier TV experience. PikTV is set to not compete with that offering.

 

NFtoBC
If you find a post useful, please give the author a "Like"
cousinjunior
Advisor

thank you NFtoBC!

 

sure I understand the limitations and 4K is totally unnecessary at this point in time (but sure maybe in the distant future?)

 

but would be great to get something say "one step" down from 1080p... not sure what that would be

 

also, maybe "level 1 and 2" options for Pik TV subscribers... eg:

- $10/mth for regular (people using wireless, etc.) (people who aren't so fussy or want cheapest option)

- $15/mth for better picture quality "HD" version (people using ethernet at home, or implementing extra buffering?)

 

thanks

Community Power User
Community Power User

@cousinjunioryou just had the newer remote bundled with the box. The original production run had the remote @NFtoBC posted.

 

Safe to assume the black screen is a bug that needs to be squashed and should be fixed next release. For now the closing the app I stated below is a stop gap measure.

Trev_s
Friendly Neighbour
Black screen here. Audio, guide and menu work fine. Closing PikTV did not work for me. Going into settings and choosing to "restart" also didn't help....

I'm not resetting this stupid box again, such a pain in the ass to re initialize everything.

Fantastic, another problem right after they finally got around to fixing issue where 3rd party apps kept automatically closing down after a few min.

Is there only one guy over at Telus that works on this platform?
Trev_s
Friendly Neighbour
Also, clearing cache, rolling back update, and removing power to PikTV box for 5min did not help.

OK, 2hr phone wait for technical suport here we go again!