This topic

Pro box rebooting

Anonymous — Sat, 06 Aug 2022 15:43:29 GMT

Hello.

On watching the Fulham Liverpool match at 12:30pm earlier today the box (pro model) turned itself off twice.

The first time it was unresponsive so I pulled the power cable and rebooted.

The second time it did it I left it for a few minutes and it flickered back into life.

Also the adverts are woefully out of sync with voices, although the match and commentary pre during and after wasn't affected.

Is this a known problem? Another minor point is that the HDR had to be set to maximum on my TV and the picture was still quite dark.(channel 465 HDR) whereas over on 433 (no HDR but still 4k) the picture was cold in colour temperature.

Ta.

Re: Pro box rebooting

tweetSP0RT — Sat, 06 Aug 2022 16:09:01 GMT

Just to confirm happened to me as well ridiculous how buggy this ‘pro’ box still is.

Re: Pro box rebooting

Brucemeister5 — Sun, 07 Aug 2022 11:05:35 GMT

I also had this happen on my pro tv box during the lunchtime game yesterday. I’ve only had it since April, but this is the first time that I’ve had a problem when watching Ch 465. It looks as though the BT Sport team will have plenty to deal with from yesterday’s match when they start work in the morning.

Re: Pro box rebooting

NicolasS — Sun, 07 Aug 2022 14:39:47 GMT

Had exactly the same problem with my Pro Box. Screen froze during the match whilst on the HDR channel and then it rebooted.

Re: Pro box rebooting

NigelB72 — Sun, 07 Aug 2022 16:35:31 GMT

I had exactly the same thing happen to me during Fulham Vs Liverpool game on Ultimate HDR... No issues with the picture quality though. Could it have been an update getting forced through?

Re: Pro box rebooting

tweetSP0RT — Wed, 10 Aug 2022 07:02:18 GMT

So it's now Wednesaday any update from BT about this?

Re: Pro box rebooting

NicolasS — Wed, 10 Aug 2022 18:29:02 GMT

Just happened again while watching the build up for the Super Cup.

Re: Pro box rebooting

Brucemeister5 — Wed, 10 Aug 2022 18:48:50 GMT

Here we go again!

Re: Pro box rebooting

tweetSP0RT — Wed, 10 Aug 2022 19:33:05 GMT

Wonder if there's any chance of BT actually commenting. Any news @DarrenDev ?

Re: Pro box rebooting

Brucemeister5 — Wed, 10 Aug 2022 19:40:37 GMT

Unlike on Saturday, when ch465 crashes I’ve just been able to switch to Ch433 and then straight back to ch465 without any problems.

Re: Pro box rebooting

DarrenDev — Wed, 10 Aug 2022 19:57:58 GMT

This thread was picked up by the right people on Monday and a bug raised. It is being actively investigated as a priority.

Re: Pro box rebooting

David_H — Thu, 11 Aug 2022 09:59:45 GMT

Thanks @DarrenDev

Latest update - we are working with the Operations team to put a test stream up today between 11am and 1pm so we can run some more tests ahead of the next live event on Saturday (Aston Villa v Everton) on BT Sport Ultimate HDR (channel 465).

Appreciate it's super short notice, but if anyone is able to join the channel for some or all of the period, please let me know if you experience any issues during the playout in this thread or direct on a PM if preferred. It would be really helpful if we could also get information on the connected TV to ensure we have as much insight as possible.

Thanks

David

Re: Pro box rebooting

Brucemeister5 — Thu, 11 Aug 2022 10:58:42 GMT

It’s just crashed for me now. I’m watching on a Panasonic TX-40HX800B 40 Series LED. I use BT mini connectors to watch in the extension at the rear of the house.

I was able to go to ch433 and back to Ch 465 eventually though. It looks as though we’re back to the regular trailer on ch465 now again.

Re: Pro box rebooting

David_H — Thu, 11 Aug 2022 11:11:53 GMT

Hi @Brucemeister5 and thanks for letting us know. I checked with Ops and the stream should be back on again, due to the short timescales to stand it up, it was only an hour long, so is playing again now.

Did the box completely crash boot and restart? We have seen 2 scenarios on our testing, the reboot and a blank screen that can be resolved by channel change to any other channel, and back to 465 again.

much appreciate the in-life testing as well, really helpful 👍

David

Re: Pro box rebooting

Brucemeister5 — Thu, 11 Aug 2022 11:17:12 GMT

Hi @David_H I was able to go to ch433 and back to Ch 465. I have also seen both scenarios. It happened to me last night during the Super Cup game. Last night on a couple of occasions I could change channels and go back to 465. Then later in the second half it was not possible to do that and I had to wait for the box to re-boot itself.

Re: Pro box rebooting

David_H — Thu, 11 Aug 2022 12:27:03 GMT

Hi @Brucemeister5 Great stuff, thanks a lot!

Were those issues around 11:05 and again at 11:47? We should get log data back to dig into as our own test device captures seem to report failures around those times, which does help narrow down the search.

We've stopped the test stream, and will continue looking into the debug logs which we've generated. Your help was much appreciated by all concerned.

Cheers,

David

Re: Pro box rebooting

Brucemeister5 — Thu, 11 Aug 2022 12:48:10 GMT

Hi @David_H I didn’t start watching until around 11:30am as I’d been out this morning. The time of 11:47 does seem to correspond to the first occasion that I had an issue though. I’m happy to have been able to help.

Re: Pro box rebooting

tweetSP0RT — Sat, 13 Aug 2022 11:20:26 GMT

First lockup of the today...

12:17 Rio Ferdinand freezes mid sentence and totally unresponsive box restarting now. Have to wonder if it's even worth attempting to watch today's match on BT Ultimate via the 'Pro' box!

Re: Pro box rebooting

NicolasS — Sat, 13 Aug 2022 11:21:42 GMT

Just had the first issue of the day, 12:18 picture froze and then the box went into boot up.

Re: Pro box rebooting

Brucemeister5 — Sat, 13 Aug 2022 11:21:49 GMT

Me too. I think I might switch to the Fire tv 4 k stick today.