[TelstraClear] T-Box issues continued

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566 posts

Ultimate Geek

Trusted

TelstraClear

#572674 24-Jan-2012 11:51

Hi everyone. Thanks for the comments and feedback.

The next T-Box update is in work. A version was received from Digisoft last week. During our QA process we found minor faults in one area of new functionality (Teletext and captions). These issues related to New Zealand and SKY-specific criteria that can be difficult to comprehensively test in Europe, outside the live environment.

Because the update did not pass our QA it is now being revised by Digisoft. Unfortunately, we can’t be specific on when the revision might be released as the time to fix is unknown, although is expected to be in the order of a few weeks. Once the revision is received from Digisoft we will be working around the clock to QA it. Please note that there is a small possibility that the update may again fail to pass QA – it would be unfair of us not to point this out.

The next update has been designed to address the major issues with:

Frozen video occasionally when in the Live TV Buffer and you catch up with live TV (until Play/Pause is pressed)
Frozen video occasionally at the end of playback of a recording
When rewinding to the start of a recording and pressing stop, sometimes this causes a play error
Radio channel sound issue on volume change
Audio loss over HDMI on some televisions when the TV is put into standby or input changed
In the morning the T-Box could occasionally display a ‘Not Subscribed’ message on all channels until rebooted.

The update will also add some functionality:

Deliver Teletext (over Composite and RF) and channel/programme captions (where provided by the broadcaster)
Issues have been fixed for long recordings. Now able to record programmes up to 12 hours in duration correctly
Streamline the software download and update process.

As mentioned in earlier posts, the other issues and suggestions mentioned in this thread have all been logged and will be reviewed for possible inclusion in future updates.

It is our intention to address the most frustrating issues in this next update, and Digisoft has advised that it will deliver a final version for our QA as soon as possible, and that it is a priority.

Gary

Samsung

Shop now on Samsung phones, tablets, TVs and more (affiliate link).

wekanz

67 posts

Master Geek

#572750 24-Jan-2012 13:59

Short question, Gary,
Is it correct that when rebooting, we should always reboot both the modem and the T-box?
Thanks for the update on progress :-)
TIA

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#572762 24-Jan-2012 14:26

wekanz: Short question, Gary,
Is it correct that when rebooting, we should always reboot both the modem and the T-box?
Thanks for the update on progress :-)
TIA

Hi wekanz.

There is generally no need reboot the modem as well as the T-Box but it will do no harm to reboot both. Make sure that the modem is rebooted first, and the T-Box rebooted once all modem lights (apart from PC Activity) are lit solidly.

Gary

Fog

371 posts

Ultimate Geek

#572786 24-Jan-2012 15:03

TelstraClear:
wekanz: Short question, Gary,
Is it correct that when rebooting, we should always reboot both the modem and the T-box?
Thanks for the update on progress :-)
TIA

Hi wekanz.

There is generally no need reboot the modem as well as the T-Box but it will do no harm to reboot both. Make sure that the modem is rebooted first, and the T-Box rebooted once all modem lights (apart from PC Activity) are lit solidly.

Gary

Wouldn't it be better to fix ALL the problems, so that you don't have to reboot anything, and the T/Box runs
as it should do and for what we pay. It is most annoying to switch on the TV and get a blank screen and the REQUIRED
reboot.

BigBadaboom

151 posts

Master Geek

#572808 24-Jan-2012 15:32

ChristineNZL: Well we struck a new problem yesterday (well new for us). My husband tried to watch a recorded programme which looked like it had recorded fine (no partial recorded or failed signs) yet when he tried to view it nothing happened - the screen just stayed on the planner. All the other recordings before it and one after play just fine.

I've had this happen several times also. Although for me, I get a black screen when I play the recording, but nothing else happens. I have to press the EPG or Planner buttons to get back to the menu. It's like it is a zero-length recording or something.

BigBadaboom

151 posts

Master Geek

#572810 24-Jan-2012 15:34

TelstraClear:
The next T-Box update is in work.
The next update has been designed to address the major issues with:

Hi Gary. You didn't mention what the status of the box-crashing issues are (eg. end of recording crash).

Have these been resolved also?

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#572830 24-Jan-2012 16:21

Hi all,

My earlier post with the list of issues the update will address includes the current occasional record/playback freeze problems. Our testing indicates that these represent the vast majority of users’ reported experiences, including those noted above by Fog and BigBadaboom.

The reported ‘no programme recorded’ behaviour has been logged and raised with Digisoft and the relevant device manufacturers for addressing in a future update.

Cheers, Gary

Iceni

109 posts

Master Geek

#573131 25-Jan-2012 11:52

Turned the television on to-day and again received the blank, black, screen. Rebooted but only got the Not Subscribed, finally on the second reboot for the day the T-Box worked.

TelstraClear has had years to get the T-Box working correctly, surely someone there must have the know how to get the T-Box working as it should. Maybe it's time to employ some new staff that can do the job properly:-(

Hifarion

40 posts

Geek

#573134 25-Jan-2012 12:16

Has anyone had this issue????

The screen gets a "virtical blind" type effect.

Your can still see the picture, but every 2-3cm there is a thin black line giving the effect that your watch a picture made of dozens of virtical stripes.

Sound odd, I know - I quick reboot fixes this, so I know its not the HDMI cable.

Anyone???

Iceni

109 posts

Master Geek

#573158 25-Jan-2012 13:32

Hifarion: Has anyone had this issue????

The screen gets a "virtical blind" type effect.

Your can still see the picture, but every 2-3cm there is a thin black line giving the effect that your watch a picture made of dozens of virtical stripes.

Sound odd, I know - I quick reboot fixes this, so I know its not the HDMI cable.

Anyone???

This must be the only one I haven't had:-)

I've had - no sound - part sound - no picture - not subscribed - not recorded - part recorded - pixelated - and others that I've forgotten about, but never the blind effect. Something to look forward too.

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#573185 25-Jan-2012 14:37

Hifarion: Has anyone had this issue????

The screen gets a "virtical blind" type effect.

Your can still see the picture, but every 2-3cm there is a thin black line giving the effect that your watch a picture made of dozens of virtical stripes.

Sound odd, I know - I quick reboot fixes this, so I know its not the HDMI cable.

Anyone???

Hi Hifarion. This is an issue with HDMI handshaking between a TV and video equipment. It's not a T-Box fault and can be fixed by unplugging the HDMI cable from the TV and plugging it back in.

Cheers, Gary

lanceanz

127 posts

Master Geek

#573264 25-Jan-2012 19:37

This evening I turned on to a blank screen. Was able to go into the Planner, and no failed recordings. I was able to scroll to the next page of recordings, but when I selected a recording the box froze. Cycling the power on the box resolved the problem. During the weekend I also had a blank screen when I switched on, and that time I simply cycled the power on everything.

It's a long time since I had a blank screen at power on. Must be the weather.

My disappointment though is that manual recording isn't listed for the next update. I'd rather have that than any of the other fixes, but I know others will have different priorities. So long as it is coming. Confirmation would be appreciated.

bmani

9 posts

Wannabe Geek

#573453 26-Jan-2012 09:47

Its nice to see some response from Telstra. Knowing the extent of problems that exist, would swapping my TBox for another one made any difference? I thought I had been very patient for a very long time hoping each update will be the answer.

Since I wasn't prepared to swap it for another TBox, wait for the technician, go through the whole process of putting things in the planner and checking everyday to see if things are being rcorded etc I had to pay termination fee (didn't even have the energy to fight this).

I got in an arrangement with Telstra to provide me something that worked, worked properly and worked majority of the time. Telstra couldn't keep their end of the contract but just because I have had enough and am leaving I have to keep my end of the contract and pay EARLY TERMINATION FEE.

There was no guarantee that a new box would fix these problems cos the problem is in the actual software so choosing not ot take the swap i am fault. It just doesn't seem right.

TelstraClear

566 posts

Ultimate Geek

Trusted

TelstraClear

#573467 26-Jan-2012 10:09

lanceanz: This evening I turned on to a blank screen. Was able to go into the Planner, and no failed recordings. I was able to scroll to the next page of recordings, but when I selected a recording the box froze. Cycling the power on the box resolved the problem. During the weekend I also had a blank screen when I switched on, and that time I simply cycled the power on everything.

It's a long time since I had a blank screen at power on. Must be the weather.

My disappointment though is that manual recording isn't listed for the next update. I'd rather have that than any of the other fixes, but I know others will have different priorities. So long as it is coming. Confirmation would be appreciated.

Hi Lance,

Manual recording has been noted as a customer-requested feature and is being scoped for a future update.

Cheers, Gary

lanceanz

127 posts

Master Geek

#573484 26-Jan-2012 10:33

TelstraClear: Manual recording has been noted as a customer-requested feature and is being scoped for a future update.

Cheers, Gary

Excellent. Thanks very much Gary. I see it working pretty much as VCRs or hard disk recorders do - set repeat recording for one-time, daily, weekly, weekdays, weekends. And I know that immediate manual recording is something that a lot of people want. Once again like a VCR, with a duration or end-time.

Lance

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