Pik TV is a big disappointment and nightmare

Neighbour

Pik TV is a big disappointment and nightmare

If you are thinking of getting Pik Tv, don’t Long story short...
1 Year
4 different Pik TV boxes
4 all never worked for me and all Telus did was keep sending me new boxes.
Issues - to get is to work I have to unplug every night and reboot every day to access shows. 2-3 times per week I have to factory reset because Pik TV can’t be accessed. This is the biggest kicker. Telus forces you to access Netflix only using their technology but every time I use Netflix I am forced to factory reset after EVERY use. Needless to say I will be leaving Telus and returning to Shaw
32 REPLIES 32
Neighbour

I am on my 4th Pik TV box and having this and all kinds of other issues. My advice is run fast and hard away from Pik TV and Telus because it doesn’t get any better with this product
Neighbour

It doesn’t get better trust me. I have had 4 different Pik TV boxes that never worked properly. My experience with this and Telus has been a nightmare. Cut your losses

PikTV on Apple TV is a smooth greatly improved experience.

Find a post useful, please click on "Like" to give the author recognition or mark as an accepted solution.

I get this same problem with Apple TV/Ethernet. It is rare that I can watch TV for an hour or two without it crashing.

Without checking specs, I am going to assume Apple TV has more RAM, which probably improves the menu interface for PikTV, which is always clunky.

Resident

Not sure what else to do with this box... I'm getting random shut downs and reboots and also the common Netflix issue (grayish screen with audio for a minute followed by reboot). I've factory reset the box, updated the Netflix up and still getting this issue several times per evening. Any ideas? Thanks all :).

Just to be sure, by "shutdown and reboots", you mean the full box reboot including seeing the 2 red LEDs at the front of the box and the "android" boot animation, right? Not just the Pik TV app restarting (the animation looks like the boot animation, so it may look like a reboot).

 

Full reboots are usually caused by hw things like power supply and overheating. Android usually takes care of killing misbehaving applications so they don't take down the system. I have been using the box for 2+ years and seen many issues, but sudden full reboot is not on my list, but my usage patterns may be different than yours. If you find any sequence that helps reproducing, I can give it a try on my box.

Full on reboots! 2 red lights and only in Netflix for me! This is so frustrating I’ve had 3 boxes I am sure it not the hw it’s the app!!

Hi dominiol

 

No, it's not a full hardware reboot/restart. Since YouTube works fine I tend to blame the Pik TV software or the feeding channel. 95% of the time I'm watching Knowledge so I don't have to mute the annoying ads others are trying to feed me with.

 

Error 1: When I start watching Live TV at 7:00PM and not changing channels, then at 10:20PM more or less the screen goes black. Without interaction it changes to the Android background. If I press Ok on the remote Live TV continues. This error appears regularly if one sequence is longer than an hour, saying it starts at 8:00PM and is supposed to run till 10:45PM or so (Fridays, Saturdays and Sundays on K). It also happens randomly.

 

Error 2: I'm watching Live TV and suddenly an error message appears in the middle of the screen saying something like the application has to restart, reload or whatever. Sorry can't remember precisely. I get a choice of Ok or Cancel. Hitting either or not doing anything brings the app back on track after a while. From the looks I would say it is from the system. This happens on different Live TV channels.

 

Error 3: Channel surfing - After some channel changes, carefully letting the system settle each time after the change, the app locks up. When I'm lucky I can go Home. Settings, About, Restart and the app restarts. If I'm not so lucky and the system is completely frozen then the only option is a power cycle. 

 

I'm on PureFibre 25 with 30 Mbs download, wireless completely off, static IP and no others using the connection. The box is fully updated to the newest version.

 

Marcel

 


@clint17 wrote:

No, it's not a full hardware reboot/restart.

Good, that means the Android logs could potentially provide useful info about the crash and the events leading to it. Do you know how to extract Android logs? It can be a bit tricky, but I can help you do it if you are interested.

 

Like Android phones and tablets, the Pik TV box allows app developers to run and debug their own apps, but also to look at the system logs. To do that, you need to enable developer mode by clicking 7 times on the line that says "Build" in the Settings > "About" menu. (This is not specific to Pik TV, it's the standard Android way of enabling developer mode.) This will add the "Developer options" submenu to the Settings. In the "Developer options", enable the "USB debugging" to allow remote access. Then go back to "About" > "Restart".

 

Although the settings called it "USB debugging", it's actually going to be network debugging, because the Pik TV doesn't have the USB debug port that are usually on Android phones. Note your Pik TV's IP address, you'll use that to access it.

 

On your computer, you'll need the "adb" executable from the Android platform tools to connect to the device. (https://developer.android.com/studio/releases/platform-tools.html)

They are also included in the Android Studio installation if you feel like trying app development 😉

 

Once you get adb, all you need to do is "adb connect <ip>" where <ip> is your Pik TV's IP address. Then you'll see a popup on the TV asking if you authorize access. After that, "adb logcat" will show you what is happening on the box. You can scroll back and see what happened.

Hello dominiol

 

Error #1 happened at 22:05PM. I have logs from 20:00PM till 22:40PM (3 files) which might be of interest for you. Please let me know where to send them.

 

Marcel

 

Hello @clint17, please check in your logs at the time of the error if you see a line with the "F" (fatal) prefix, followed by a few lines that all start with "at ". The "at " lines are the stack trace (the details of which function called which function to trigger the crash)

For example: https://developer.android.com/topic/performance/vitals/crash#reading_a_stack_trace

 

Try to narrow-down to a section around the crash and post that section here. Note: usually one crash will trigger other crashes afterwards (dependencies), so please try to focus on the first crash around that time.

Hello dominicl

 

You can see the file from yesterday here:

 

https://drive.google.com/file/d/1B_Hcfb9-DlsMSwqEY19Xy18Co_9lP6wN/view?usp=sharing

 

There are two big error sequences at 22:27PM and 22:32PM, but only the second one ended in the system going to sleep. Pressing ok 5sec later got it back to work.

 

Marcel

 

Hi @clint17,

 

There is an idle timeout in Android for going to sleep. I don't have my box with me, but it's in the screensaver settings (aka daydream). Is it set to 5 minutes by any chance? That would explain the delay between 22:27 errors and the 22:32 sleep. Usually, playback applications will hold a "wake lock", which prevents it from sleeping even when the timer expires. However, it looks like the Pik TV app may have lost its wakelock along the way. The log doesn't give any hint (to many silenced lines due to "chatty" app). You can see around 22:32 Android goes to sleep intentionally:

01-19 22:32:23.698  2811  2913 I PowerManagerService: Nap time (uid 1000)...
01-19 22:32:23.710  2811  2885 I DreamManagerService: Entering dreamland.
01-19 22:32:23.712  2811  2885 I PowerManagerService: Dreaming...

A quick-and-dirty hack is to enable the "stay awake" option (Developer option). This will hold a separate "wake lock" independently of the Pik TV app, and will prevent your box to sleep, unless you actively press the power button.

Hello dominicl

 

My settings:

 

Screen Saver:  30mins (default, max 1 hour)

Put Device to sleep:  Never (default, equals max)

 

I'm gonna try Stay awake and will report back in about a week. Thanks for looking into the problem. I'm concerned by the frame mix up and if there

might be a flooding of the box.

 

Marcel

 

 

 

Thanks for the update. If the screensaver sleep timeout is arleady set to « never », I’m not very hopeful that the « stay awake » setting will make a difference, but it’s worth a try. I watched the K: channel last night from around 8pm to 11pm without problem. Does it happen every day for you?

By the way, does anyone know what happened to this thread? It used to be called « Box randomly rebooting (not just on Netflix) » and turned into something rather depressing.

Hello dominicl

 

For me it did not happen Sun and yesterday. It always happened on uninterrupted sequences longer than 90min and between 22:00 and 22:45. The next window to watch will be next Fri and Sat. Then I will watch the program on my phone too to see if they die together, or if its only the box. Later on I will also replace all my equipment (2 ER-X with 2 subnets each) with the Telus supplied 3200 and only attach the box to it.

 

Does anybody know more about Sasktel who use the same box for their 'cheap' IPTV?

 

A moderator named DRU moved 2 of my posts into the 'depressing' one. Why?

 

Marcel

 

I really hope you are paid for your work. I think this forum is just a way for telus to get problems ironed out for free. They want the average joe to fix their crappy program and I just hope they aren’t taking advantage of people with enquiring minds!
Community Power User


@dominicl wrote:
By the way, does anyone know what happened to this thread? It used to be called « Box randomly rebooting (not just on Netflix) » and turned into something rather depressing.

Either a moderator changed the title, or the original poster did.

 

Possibly it can be corrected......

 

 

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

Hello dominicl

 

Thank you for your response. I did search for Fs (3rd column after the time) but there are none. Instead there are lots of Es. What baffles me is that the system starts "dropping outstanding frames" long before it finally stops and goes to dream background. Somehow it gets out of sync in a long program sequence (Netflix error after 90 mins comes to mind). These long sequences are mostly between 21:00PM and 23:00PM on K. Therefore the error happens usually around 22:30PM.

 

I have a full 1Gb connection from the ONT to the box. YouTube on the box and other streaming services on the Roku work without errors.

 

I have a good file (0.5 MB) from yesterday with 10 mins before and 10 mins after the error which happened at 22:33PM. I would like to make it available to you to see because I have no idea how PikTV is supposed to work and I have no idea how to get parts of the file on the forum screen.

 

Marcel