Help with HDMI dropout on Plasma

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Wills1

710 posts

Ultimate Geek

#68812 28-Sep-2010 19:14

Hi there,

I have a Panasonic plasma TH37PV70AZ and a JC Matthew 320T Myfreeview device.

Unfortunately the picture seems to drop out frequently 6+ times usually in a 12 hour period. When I say drop out I mean one minute it will be fine, the next the picture and sound will dropout and the tv will present a blank AV channel. Just as if the device was turned off.

I have sent the myfreeview back to the shop where it was tested on a number of tv's with no issues. I have tried using 4 different hdmi cables and tried using both HDMI inputs with the same dropout result. This is frustrating as I have had another Freeview HD device with no issues, and my PS3 also connected by HDMI has never dropped out. I've also tried 720P and 1080I settings on the Myfreeview

This is my second JC Matthew 320T the first was replaced by the manufacturer and had the same issue. I have read the tv manual and had no success. I feel as though it is some sort of compatability issue but I am fresh out of ideas.

I though the saying was you get what you pay for. I paid good money for this Myfreeview product that is Freeview approved, And feel let down.

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4086 posts

Uber Geek

#385609 28-Sep-2010 19:23

1: What type of cables have you used?
2: Is the TV firmware current?
3: Have you had your aerial / connections checked?
4: Do you have a UHF / VHF aerial per-chance?

Wills1

710 posts

Ultimate Geek

#385611 28-Sep-2010 19:29

Dunnersfella: 1: What type of cables have you used?
2: Is the TV firmware current?
3: Have you had your aerial / connections checked?
4: Do you have a UHF / VHF aerial per-chance?

1: A quality approved cable sent by the retailer to try and fix the problem, a Mad Katz and two other no name cables.

2: No idea, I assume no, I did look in the manual for a reference to firmware but there is none. Also nothing on the Panasonic website in regards to firmware for TV's that I could find.

3: Yes I had a professional install done

4: I have a UHF aerial in the roof, tiled roof and live in Ranui close to Waiatarua with clear line of sight.

Thanks for your reply

sbiddle

30853 posts

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Biddle Corp

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#385619 28-Sep-2010 19:51

First thing I'd try would be using the composite output from the box. If the issue is still there it's almost certainly signal related.

Wills1

710 posts

Ultimate Geek

#385622 28-Sep-2010 20:02

sbiddle: First thing I'd try would be using the composite output from the box. If the issue is still there it's almost certainly signal related.

Already tried this. It worked fine. The issue is only on hdmi and only with this device

sbiddle

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#385632 28-Sep-2010 20:18

I assume you have't contacted Panasonic yet?

Wills1

710 posts

Ultimate Geek

#385634 28-Sep-2010 20:24

sbiddle: I assume you have't contacted Panasonic yet?

I have yet to contact them. Was hoping the manual might be of help, or the website. I will give them a call tomorrow. Hopefully the tv is capable of a firmware upgrade

xarqi

727 posts

Ultimate Geek

#385671 28-Sep-2010 22:27

Could it be an overheating problem on the Freeview box? A lot of intermittent problems are a wobbly cable, a dry solder joint, or a dodgy component that fails if things get too hot.

Got plenty of ventilation there?

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Wills1

710 posts

Ultimate Geek

#385706 29-Sep-2010 07:18

xarqi: Could it be an overheating problem on the Freeview box? A lot of intermittent problems are a wobbly cable, a dry solder joint, or a dodgy component that fails if things get too hot.

Got plenty of ventilation there?

The box is in a very open area, so shouldn't be getting too hot.

I did ask freeviewshop about a dry joint, but they believed it is fine, and tested on a number of tv's fine

Jaxson

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#385749 29-Sep-2010 09:44

Are you runing this direct to the TV or through a receiver?

Does this happen if you switch the input to the TV, ie use hdmi2 instead of hdmi1 etc?

This does sound more like a hdcp thing, or ports going to sleep sort of scenario.
Hard to test though aye, if you're simply watching and waiting to see if anything you have changed has an affect.

Wills1

710 posts

Ultimate Geek

#385843 29-Sep-2010 13:35

Jaxson: Are you runing this direct to the TV or through a receiver?

Does this happen if you switch the input to the TV, ie use hdmi2 instead of hdmi1 etc?

This does sound more like a hdcp thing, or ports going to sleep sort of scenario.
Hard to test though aye, if you're simply watching and waiting to see if anything you have changed has an affect.

Running direct to the tv

I've tried using both hdmi ports on the tv and 4 different hdmi cables. All with the same result

xarqi

727 posts

Ultimate Geek

#385863 29-Sep-2010 14:09

It really frosts my socks when things like this happen.

You've laid down your money in good faith and end up stuck between two suppliers who just point the finger at each other.

One interpretation of your having received two units and the fault being present both times is indeed that there is a problem with the TV, but another is that there is an inherent flaw in the STB model. Don't just assume that the latter is so unlikely as to be implausible; such things happen.

Also, don't be too quick to accept that "no fault was found" when a person with a vested interest in having you go away now he has your money is doing the investigation.

Mind you, it *could* be your TV, but in whose design and manufacturing quality would you put your faith first, Panasonic or J. C. Matthews or whatever their name is.

Alas, Panasonic support here is in my experience sporadic. When I was looking for a part for an old VCR, and called them, they were very helpful indeed (although they didn't have the part - it was from 20 years ago after all). When I was wanting detailed information about current model plasma TVs and went through their website, the request was responded to by a total incompetent.

If there isn't a miracle cure firmware fix, it'll be up to you to prove what the failing component is unfortunately. That'll mean a process of getting hold of a variety of TVs and STBs and documenting what you find, then trying to convince whoever is responsible that it is their problem, not yours.

In situations like this, it is handy to know the Dick Smith's have a 14 day no-questions-asked return policy.

Or - get your money back now and save the hassle. Get a different brand box and try again. Repeat until something works.

Wills1

710 posts

Ultimate Geek

#385975 29-Sep-2010 18:05

xarqi: It really frosts my socks when things like this happen.

You've laid down your money in good faith and end up stuck between two suppliers who just point the finger at each other.

One interpretation of your having received two units and the fault being present both times is indeed that there is a problem with the TV, but another is that there is an inherent flaw in the STB model. Don't just assume that the latter is so unlikely as to be implausible; such things happen.

Also, don't be too quick to accept that "no fault was found" when a person with a vested interest in having you go away now he has your money is doing the investigation.

Mind you, it *could* be your TV, but in whose design and manufacturing quality would you put your faith first, Panasonic or J. C. Matthews or whatever their name is.

Alas, Panasonic support here is in my experience sporadic. When I was looking for a part for an old VCR, and called them, they were very helpful indeed (although they didn't have the part - it was from 20 years ago after all). When I was wanting detailed information about current model plasma TVs and went through their website, the request was responded to by a total incompetent.

If there isn't a miracle cure firmware fix, it'll be up to you to prove what the failing component is unfortunately. That'll mean a process of getting hold of a variety of TVs and STBs and documenting what you find, then trying to convince whoever is responsible that it is their problem, not yours.

In situations like this, it is handy to know the Dick Smith's have a 14 day no-questions-asked return policy.

Or - get your money back now and save the hassle. Get a different brand box and try again. Repeat until something works.

Thank you for your detailed reply. I would love to get my money back and try tivo. But I doubt this will happen. As I already asked for a refund, and because the retailer deems the goods to be in good working order I can't get a refund.

I sent an email to Panasonic today, so hopefully something useful comes out of that. Since I got home at 5pm today it has dropped out 4 times. I've simply had enough!

xarqi

727 posts

Ultimate Geek

#385979 29-Sep-2010 18:13

If there is nothing wrong with the unit, as he claims, he can easily resell it. If there is something wrong he is responsible.

Have you had the "None of my other customers have complained" line yet?

Mention "Consumer Guarantees Act", "fitness for purpose", and "Disputes Tribunal" and he'll straighten up and fly right. He considers his time far more valuable than that of his customers, so he'll do what you want not because it is his responsibility, but out of expediency. Expect some incredibly rude phone calls from him first though, even though anything he puts in writing will be the epitome of professional politeness.

Wills1

710 posts

Ultimate Geek

#386016 29-Sep-2010 19:44

xarqi: If there is nothing wrong with the unit, as he claims, he can easily resell it. If there is something wrong he is responsible.

Have you had the "None of my other customers have complained" line yet?

Mention "Consumer Guarantees Act", "fitness for purpose", and "Disputes Tribunal" and he'll straighten up and fly right. He considers his time far more valuable than that of his customers, so he'll do what you want not because it is his responsibility, but out of expediency. Expect some incredibly rude phone calls from him first though, even though anything he puts in writing will be the epitome of professional politeness.

I've had the "None of my other customers have complained" line.

I had a look at the consumer guarantees act. And it looked to me like the retailer had the option to repair before replace. As he says there's nothing wrong with it, what can I do?

Dunnersfella

4086 posts

Uber Geek

#386029 29-Sep-2010 19:55

Before you get on the warpath with the companies, I'd get someone else to demo your STB on their TV (relative or friend) and see what happens to them.
If it's fine - you'll know where the problem lies firsthand.
You won't be taking advice of anyone with a vested interest - it'll be your own real world testing.
Then, you'll know exactly where you stand.

As an aside, what brand aerial do you have? Is it a UHF / VHF aerial? Or a straight UHF?

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