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Genie: pixelated/stuttered/frozen playback of recorded news show

Tutor

Genie: pixelated/stuttered/frozen playback of recorded news show

Strange issue here - but it sounds like DIrecTV is aware of the issue after speaking to technical support tonight.  I'm posting to see if anyone else is seeing the same pattern to this issue.

Equipment:  Genie HR34-700 whole home DVR with 5 minis.

Problem:  We automatically record the channel 2 news (KTVU) at 10:00pm every night in Oakland, CA and watch it delayed.  When watching the playback of the recordings, sections of the news will freeze, stutter and pixelate with audio completely dropped out.  We have not noticed this when watching the news live - just on playback of the recording - either through pausing or playing the recording from the "list."  It happens both on the main DVR and on the minis.  Resetting the devices does not change the situation.  We also have not noticed it on other programs we record on the same station - like football games.

My hard drive is fine.

Live playback appears fine.

Recorded playback of this one particular program, the KTVU channel 2 news, has the problem.

More strangely:  During the playback of the news, the problem never happens during commercials on the news or when the news is broadcasting the main studio cameras (it happens rarely on the weather studio cameras).  It seems to mostly happen when the news cuts to live cameras in the field.  And it happens during just about every segment that cuts to a field camera.

It feels like there is some sort of strange incompatibility with the field cameras and how they are fed to DirecTV and encoded by the DVR when recorded.  Otherwise, this would happen with the studio cameras, commercials, and also when live.

Since our recorded news is basically unwatchable now, I really would like this solved.  The person I spoke with at DirecTV tech support tonight said they are aware of this issue and engineers are working on it, but they don't know when it will be fixed.  I've had my genie setup for almost a year, and this issue just started about 6 weeks ago, so it seems like a software problem DirecTV introduced somewhere.  Tech support was not familiar with the pattern I described of this happening only during field camera segments.

Anyone else noticing patterns to this?  Maybe we can help the engineers fix this if they get enough details.  Very frustrating - and if it persists I fear we'll have to switch to cableTV (which I don't want to do).

Googling around, I found other forums discussing similar type issues.  Some of those claimed the issue is more likely on an HR34-700, but I have no way to verify if another model would be better.

Thanks!

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Message 1 of 77
ACE - Expert

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

There have been similar reports of this sort of issue with the HR34 and a few NBC stations around the country.  KTVU isn't an NBC station, but the issue may be the same.  DirecTV is indeed supposedly aware of the issue and working with these stations, so I think they're being honest with you about that.   But who knows when it will be fixed.  You might try convincing DirecTV to replace your HR34 with an HR44 Genie DVR, which seems not to have the problem.  Good luck. 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 77
Tutor

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

Thanks - I saw some articles about the HR34-700 being most prone to this issue, but I thought I saw that the HR44 has at least one report of the same issue.  KTVU is a FOX affiliate.  Issue happens on the recording of the local 10:00pm news.  I've seen NBC and ABC in other posts - so am I the only one experiencing this with local news on FOX?


Message 3 of 77

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

I had a similar problem after upgrading to Genie.  Audio dropout was a issue.  Happened watching live off-air stations and DVR recorded programs whether they be off air stations or satelitte broadcasts.  We tried everything (new HR34 Genie, new cables, new Off-air tuner, etc.) the only solution was an upgrade to the HR44.

Message 4 of 77
Contributor

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

I'm having the same exact issue with a HR22-100 receiver.  I've reset the DVR several times via red button and unplugging it.  I've called the help line and they had me switch a couple items in my settings and at the time that seemed to help a little.  The channels that I have the most problem with is #360 Fox news and ABC evening news.  Also, my DVR has become very, very slow especially changing channels, fast forwarding (sometimes slower than normal viewing), bring up the guide and list.  Somewhere on this forum I read that if you press, in quick succession, the red button twice, the blue button twice and the yellow once and the green once  that should help matters.  It does help but only for about an hour at the most then it starts slowing down again.  I'm going to call again today and see what Direct TV will do about this issue.  My receiver is about 2 1/2 yrs old and I only watch about 10 - 15 hours per week.  

Also, I have a HR20-100 DVR receiver which I have recorded the same programs on with absolutely no problems.

Message 5 of 77
Contributor

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

I have been having the same issues with our genie HR34-700 whole home DVR and 3 minis.  This started a couple months ago.  It has only happened to me on shows recorded during prime time.  Last night it was on a recorded  episode of Survivor.  Amazingly the commercials never get messed up.  It can be very frustrating and I have actually deleted a recording and then watched it online.  I have not called support yet but am getting close to calling.  Has support given any reasons why this may be happening?  Thank you.

Message 6 of 77
ACE - Expert

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

riley47, I think your problem is different.  Could be a dying hard drive.  Best to start your own new thread with more details about your equipment and exact symptoms. 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 7 of 77
Contributor

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

Got similar problems with a HR34/700 receiver running software 0x744, Tuesday 10/22.  When recording local affiliate (NBC, CBS, ABC) prime time programs, I am experiencing pixelated/stuttered/frozen playback (with both program and the ads).  Did the standard troubleshooting matrix insuring self-test of the system reported no problems, power down (unplugged) system reboots and no obvious dish obstructions neither weather or foliage.  Odd stuff here . . . cannot replicate problem with live TV of affiliated stations or recorded cable programming.  

Message 8 of 77

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

No one seems to know why it is happening.  I had to go to the DirecTV website and find an email to Customer Relations to express my dismay.  Said that I felt there was a design flaw in the Genie.  Got a call from the 'President's Office' from a fellow who sounded rather offended that I would even suggest such a thing.  He did send a 'Senior' technician who told me that he has run into lots of problems with the SR34 and that the SR44 seems to resolve the problem and he was right.  I would recommend you contact customer service and request an upgrade to the SR44.

Message 9 of 77
Highlighted

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

Our audio problems occurred only on off-air stations and recorded shows (did not matter if they were recorded from off-air or statellite stations).  Never had a problem with live satellite stations. And, only on the tv attached to the Genie - no problems with the tvs on the minis. Because we receive our off-air stations via the DirecTV off-air tuner I though that may be part of the problem, though we never had the problem with the HD receiver we had for years, so I replaced that as well but it did not help.  Our off-air stations include ABC, CBS, NBC, FOX and PBS.  Most prevelant problem was on NBC - we may have just noticed it more on this station because we watch it the most of the off-air stations and always had an audio problem when watching the local and network news.  We, too, did all the re-sets, power downs, hdmi/usb replacements and had two technicians check all the cables and dish. 'Handshakes' between different electronic devices can be tricky.  I have a Sony Bravia television - is it possible the SR34 Genie has a problem with certain televisions?  Someone else had suggested it seems to happen most on NBC stations - maybe there is something in the NBC signal that trips up the HR34 - but that would not explain the audio droput on DVR'd recordings.  Hard to explain. All I know is the HR44 was the solution for me.

Message 10 of 77
Teacher

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

Had the same problem on an NBC station, KCRA, in Sacramento area. All other stations - ABC, CBS and FOX have no problems. There are days when it is heavily pixelated and days when everything is fine. My system were installed about 6 months ago and for the first 3 months everything was fine until this happens. It seems the engineers have been working on this for months with no solution. I've read that a few people upgraded to HR44 and it did not fix the problem and others did fix it. So this is a tough problem to fix. It might take several more months for them to figure this out.

Message 11 of 77

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

And I don't want to confuse you - our problem was not pixelation but audio dropout so it sounds that your problem is a little different than ours was.  The upgrade to the HR44 resolved the audio problem but it is possible it would not resolve a picture problem.  Is strange that all was fine for 3 months before the pixelated video ocurred.  Makes you wonder if NBC station changed something in their signal or if it was some 'circuitry' in the Genie that deterioated.  As you said, tough problem to fix.

Message 12 of 77
Teacher

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

What city are you located? So the HR44 has no video pixelation issue so far? How long have you had the HR44?

Message 13 of 77

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

I am in Esmont, Virginia.  I had the HD receiver for a few years with absolutely no problems.  Upgraded to the HR34 in late September.  Immediately had audio dropout problems - no pixelation problems.  Just had the HR44 installed 2 weeks ago so have not had it long - like you, may see something different in 3 months but hope not!  HR44 did solve audio problems.

Message 14 of 77
Contributor

Re: Genie: pixelated/stuttered/frozen playback of recorded news show

First 3 months I had no problems, THEN, dvr playback started freezing up and sound dropping out. Does it on all stations. DVR has always been about 50% full. Seems strange that I had no issues for 3 months. Very frustrating! May go back to Verizon! Also never had an issue, then last week my mini got the gray screen twice in one day.

Message 15 of 77
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