Pro box jamming during fast forwarding of recorded programmes

[skind56]

I am having the same problems and this has been ongoing for several months, probably after an update as this did not happen initially on the box. Rather infuriating as any recordings stop when this happens.

I doubt that a reset will fix a bug!

[Alex_H]

Hi @skind56,

Thanks for visiting the BT Community

Is your issue only affected when using subtitles on your recorded programmes like the OP  or is it happening more broadly to your recorded programmes? 

You can do a reset without losing your recordings, so it can be worth trying it out to see if it fixes the issue.

Alex 

[6412]

Following on to my earlier posts, I’ve now tried the solution recommended by both @Peter_W  & @Alex_H  of carrying out a factory reset  (keeping recordings) but unfortunately that has not solved the problem. It only seems to happen when I have subtitles switched on and want to fast forward through the first adbreak. After happening the once I do not have any problems.

[Katie_B]

Thanks for trying @6412. 

I would recommend giving us a call so further diagnostics can be completed. 

Katie

[6412]

Thanks for that suggestion, I’ll leave it for now but will call in the new year. Meanwhile I’ll just have to put up with ads!

[graybag]

@6412 

       As I've said before,I have had this same problem for quite a while.Like yourself,I keep the Subtitles on at all times and until recent Posts hadn't suspected that thatn could be contributing to the "Fault".I feel as if there has been an improvement during the last week and this is certainly not happening as often as it was.In fact,it seems to me that it is now ONLY happening when I am viewing a Recording while I have other Programmes still Recording (or the Recording I am watching has not yet finished).A potential Solution I have not tried yet is to turn the Subtitles OFF when I come to an Ad Break,FF through the Ads,and then turn Subtitles back on.Could be worth a try.

    Graham

[skind56]

I'm still having this problem and I do not think it's any better, unfortunately, and last night we had the problem on the second set of adverts with nothing recording (so that saved me the issue of having to restart any recordings that had stopped). Following the freeze I brought up the Guide which showed channel 101, etc, but only when I exited from the menu did it revert to channel 1.

There is also a issue when enabling subtitles, where the box has a small freeze - is this a related issue and could this point to where the problem lies?

This is obviously a software bug, introduced recently, so all the resetting in the world ain't gonna fix it! Are the EE technical staff aware of this and looking into a fix?

I am also hoping to try @graybag workaround of 'turn the Subtitles OFF when I come to an Ad Break,FF through the Ads,and then turn Subtitles back on' if I can remember to try it!

[Peter_W]

Thanks for sharing your recent experience here, @skind56.

I've flagged this with our team to see if there have been any wider issues reported here.

In the meantime, if you haven't already I'd still recommend reaching out to our technical team so we can ensure all necessary troubleshooting steps have been tried.

Peter