Pro box jamming during fast forwarding of recorded programmes

[6412]

Hi

We have recently upgraded to a new BT pro box and have found an occasional error.

We often have to use sub titles especially on Dramas and have found that sometimes if fast forwarding recoded programs (during ad breaks) the screen freezes and then the playback goes back to the start of the recording. In a couple of cases it has also stopped any live programs that we might be recording at the same time. This does not happen every time but is very annoying when it does. Has anybody else had this problem or any ideas how to stop it.

thanks in advance 

6412

[shakey1981]

if this has a hardrive possibly dying or signal lost

[graybag]

I've had this and similar problems for quite a while.Probably,like yourself I instinctively now "know" when this is about to happen and when it does I will need to (quickly,if possible,so as not to miss much content) go back throughg Guide and restart Recordings that have aborted.I usually also find that TV Channel showing is Channel 1 (BBC) which I never watch,only viewing 101 HD BBC.Similar problems that can cause this include something as simple as turning Off or On Subtitles.It's a real pain but EE Community have discussed this and we can only hope that it will soon be resolved.Perhaps it is just older boxes that this is more like ly to affect,but don't assume problem is terminal.

      Graham

[graybag]

This is most recent update :
The issue isn't with your TV Box - it's with the data being provided to it. This issue has been ongoing for months, however systems were upgraded this week, meaning recordings should return to being accurate/reliable from Tuesday Dec 2nd.

[Peter_W]

Thanks for the update here, @graybag.

Please keep us posted on how you get on with this from next week 😊

Peter

[zulu17]

Hi @6412  the issue that  @graybag  is referring to with the EPG and possible play out errors  would impact the box making the recordings.  Your issue seems to be in the playing back of recordings already made when using trick play like FF on the recordings.

Can you just confirm that this is occurring when the recordings have completed , ie you are not watching say the earlier stages of the recording  whilst the box is continuing to  record later stages of the same programme ?

Assuming that you are referring to completed recordings. if you subsequently play them that the recording does it play past the point you had issues with to a normal ending ? The jump using the numerical keys during playback will position yo further into the recording eg 1 is 10% , 9 is 90% through the recording  to avoid a lot of FF if starting back at the beginning.

[6412]

Hi all, thanks for all the replies especially @zulu17.

just to clarify 

1 The box is a new BT/EE pro box in aerial mode.

2 The programmes are all fully recorded 

3 It only happens when we fast forward during an ad break and have subtitles on.

4 It  normally happens during the first ad break

5 The programme goes back to the start of the recording and then we can go fast forward right past the position where it froze 

6 After the first incident we can go fast forward through any subsequent ad breaks without issue.

7 Sometimes but not always any programme that we might be recording at the same time stops.

Thanks for any help or suggestions.

[Peter_W]

Thanks for giving a few more details around this one, @6412.

I've given this a test on my own box and not been able to replicate the fault; how often would you say this is happening?

Just to be sure a well, since encountering this error have you tried a reset on your TV?

We have an option where you can reset the internal settings without deleting your recordings, just check out the instructions below:

How do I reset my EE TV box? | BT Help

Peter

[6412]

Thanks @Peter_W 

The fault seems to happen every time we watch a recorded programme on ITV, 4 or 5 and have subtitles on. It does not happen if we don’t have subtitles on. Interesting enough last night we had go back on a recording and the screen froze.

I haven’t tried a reset but will have a go this weekend.

regards

[Peter_W]

Thanks @6412!

Keep us posted on how you get on, and I hope you have a good weekend too 😊

Peter