This topic

BT TV Box Pro turning on randomly

craig255 — Wed, 29 Nov 2023 08:50:36 GMT

My TV Box has started turning on randomly, which then turns on my TV, which started over a week ago. Then last night it restarted it's self twice while watching TV. Is this a software bug (feels like it started happening after the interface was updated slightly) or is the box defunked?

Re: BT TV Box Pro turning on randomly

JohnC2 — Wed, 29 Nov 2023 11:39:18 GMT

Hi @craig255, sorry that this has started to happen.
Have you tried a soft reset of the box (Keeping recordings) How do I reset my BT TV box? | BT Help

Also check that the software and apps are up to date How do I manually update software on BT TV boxes? | BT Help

And see if the problem occurs again.

Cheers

John

Re: BT TV Box Pro turning on randomly

craig255 — Wed, 29 Nov 2023 11:58:30 GMT

Thanks John, The software is up to date, I’ll try a soft reset and see if it helps

thanks

craig

Re: BT TV Box Pro turning on randomly

David_H — Wed, 29 Nov 2023 15:01:03 GMT

hi @craig255 thanks for reporting this and the restart odd behaviour. I'll take a look and see what's happening.

If the box is waking the TV up, then the HDMI cable is sending a CEC command that the TV receives as a message to start showing the picture, that shouldn't happen when the box is waking from standby to run overnight software checks.

Can you confirm what make/model of TV and if you have a soundbar or other device on any other HDMI port?

If anyone else is experiencing a similar issue on wake up or restart while watching, please post back here so we can add you to our investigation.

thanks

David

Re: BT TV Box Pro turning on randomly

craig255 — Wed, 29 Nov 2023 16:53:32 GMT

Hi @David_H the TV is Panasonic TX-L42E6B
There is no soundbar connected.
There is Playstation (powered off) and Fire TV Cube connected to the other HDMI ports.
It seems to happen mostly in the afternoon and after 4pm, it happened again this afternoon, although it did come on this morning sometime before 8:30am.
I have Deep Sleep configured between 12AM - 4PM and wondered if that was waking up and turning on the TV. it wouldn't explain why it was on this morning though.

Re: BT TV Box Pro turning on randomly

David_H — Wed, 29 Nov 2023 17:59:36 GMT

Hi @craig255 thanks for the additional info, that helps narrow things down. We're investigating on some test boxes and I'll update tomorrow, please let me know if you see further examples, and also if possible if you see the issue any event like a channel change or other activity?

regards

David

Re: BT TV Box Pro turning on randomly

Midnight_Voice — Wed, 29 Nov 2023 19:58:59 GMT

@David_H @craig255

Some (all?) Panasonic TVs have a feature whereby they wake up if they get a signal on the line, even with CEC disabled.

So if the box wakes up when it shouldn't, it could be waking up the TV even without CEC being involved.

I believe this only operates on HDMI 1, so moving the YouView box to a different HDMI port may stop it waking up the TV.

Might at least afford you some quiet nights until the root cause on the YouView box is fixed…

Re: BT TV Box Pro turning on randomly

JANDREWHILL — Thu, 07 Dec 2023 00:12:46 GMT

I find my tv turns on randomly often around the time I set for my tv mini to go into or out of deep sleep.

Re: BT TV Box Pro turning on randomly

Bradt — Fri, 08 Dec 2023 07:31:31 GMT

My BT Mini Box has started turning itself on in the middle of the night and it turns my TV on.

My TV is a Samsung TV.

Many thanks

Bradt

Re: BT TV Box Pro turning on randomly

sjturnerhome — Fri, 08 Dec 2023 08:14:26 GMT

Hi,

Our TV Box Mini is doing the same. It’s connected to a Samsung Frame tv and the tv turns on when the box’s deep sleep time ends. It only started to do this a couple of days ago and had been running without an issue for the prior 3 months. There have been no changes to anything else connected to the tv/box during this time.

Cheers,

Steve

Re: BT TV Box Pro turning on randomly

Norman53 — Fri, 08 Dec 2023 09:56:43 GMT

My mini box and Panasonic TV has turned on twice each night since the EETV update on Tuesday night. Very annoying as it is the TV in my bedroom. This must be linked to the EETV changeover.

Re: BT TV Box Pro turning on randomly

David_H — Fri, 08 Dec 2023 14:11:31 GMT

Hi @Norman53 could you drop me a direct message with your TV Box serial number?

Happy to have anyone else seeing this behaviour to do that as well.

Definitely seems coincidental to the 0.9.58 release, though there's nothing in the rebrand manifest that should change HDMI or CEC behaviour. As others have remarked, some TVs seem more prone to this spontaneous wake up when they are in standby mode so we're conducting an investigation to see why.

To send me a direct message just click on my name , view profile and click the message button, thanks!

David

Re: BT TV Box Pro turning on randomly

Norman53 — Fri, 08 Dec 2023 14:34:22 GMT

thanks SN 109326+2324001750 model name DIW3930

Any help would appreciated. Thanks

Norman

Re: BT TV Box Pro turning on randomly

lee1509067 — Sat, 09 Dec 2023 07:16:28 GMT

Mine is also turning by its self through the night waking us up since update! Having to unplug at wall which is a bit of a joke

Re: BT TV Box Pro turning on randomly

lee1509067 — Sat, 09 Dec 2023 07:17:07 GMT

Same with us since update 4.50am then 5.30am

Re: BT TV Box Pro turning on randomly

Jennaturner — Sat, 09 Dec 2023 23:45:58 GMT

The exact sane thing has been happening to us! Our mini box in our bedroom has turned itself on 2-3 times each night since the changeover to EE on Tuesday. It’s always around 1:30am, 2:30am and 4am. This is so annoying and is affecting our sleep! We have tried changing the hdmi port it is connected to and it still happens!

Re: BT TV Box Pro turning on randomly

Jennaturner — Sat, 09 Dec 2023 23:50:26 GMT

The same thing is happening to us since the EETV changeover. We have the mini box in our bedroom, connected to a Samsung tv and it has been this way for months and been absolutely fine. Since the changeover, it has turned itself on every night, 2-3 times a night and turns our tv on which is seriously annoying. We have tried changing the hdmi port but it just does the same thing.

Re: BT TV Box Pro turning on randomly

ashong1979 — Sun, 10 Dec 2023 09:28:13 GMT

I have been experiencing the same issue since the EE TV update.

Re: BT TV Box Pro turning on randomly

David_H — Wed, 13 Dec 2023 10:37:22 GMT

Hi @ashong1979 sorry to hear that, please ping me your TV box serial number and if possible the make and model of your TV so we can add to the investigation.

For everyone following this thread, latest update is that we're in a deep dive with Youview to look at how and why this behaviour has started to occur - we have some good pointers but have not yet recreated the specific repro steps.

From what we can see in the data, this issue only appears to impact a very small number of customers so is likely to be down to a specific combination of environmental / connection factors, but understandably really annoying if the TV wakes up in the small hours, so would suggest either removing the HDMI cable or turning the TV off at the switch overnight until we have a fix tested and pushed out to avoid any unwelcome alarm calls.

Appreciate all the feedback so far,

David

Re: BT TV Box Pro turning on randomly

David_H — Fri, 15 Dec 2023 11:51:01 GMT

We've been deep diving the erratic wake up behaviour of some Pro and Mini boxes and have a couple of promising leads thanks to some amazing help from @sjturnerhome and @Norman53 - thanks to both of you.

We're continuing to investigate as while the issue is not impacting large numbers of customers, it's annoying if the TV is waking up in the middle of the night however we don't expect to have a fix to deploy until early in the New Year.

In the meantime, the issue can be mitigated by switching the TV Box power mode from "Smart" to "Always On" which stops the TV box from waking the HDMI port of the connected TV, or by switching the TV off rather than standby overnight - no need to scare Santa when he's dropping off the presents...

Thanks

David