Freezing picture

Mentor

Freezing picture

I have been having issues with freezing and breaking up of shows over the last 2 weeks. It seems to be especially bad when I am recording multiple shows. Tonite I was recording 4 shows at once and when I tried to view a recording on the standard stb I got a message the recording was not available and to check if stb is connected to dvr. Later after the recordings stopped I was able to view a recording but the ones that just finished were pixelating, etc. It seemed worse on the standard stb but also shows up on dvr box.

 

I don't see any issues with the data shown in Uverse Realtime. I have attached links to the screen shots from Uverse Realtime taken during the recording period -

http://www.yourfilehost.com/media.php?cat=image&file=Interfaces_2010_12_01_19_41_45.png

 

http://www.yourfilehost.com/media.php?cat=image&file=CoaxHPNA_2010_12_01_19_41_53.png

 

http://www.yourfilehost.com/media.php?cat=image&file=ChannelsStreams_2010_12_01_19_41_57.png

 

http://www.yourfilehost.com/media.php?cat=image&file=Bitloading_2010_12_01_19_41_49.png

 

http://www.yourfilehost.com/media.php?cat=image&file=ErrorTable_2010_12_01_19_41_38.png

 

http://www.yourfilehost.com/media.php?cat=image&file=Stats_2010_12_01_19_41_31.png

 

Message 1 of 8 (1,380 Views)
Expert

Re: Freezing picture

I would suspect a coax problem in this case.  Even though the Coax/HPNA tab doesn't show any issues, the fact that you only have 2 STBs and the problems manifest under high load on the coax network points to a coax problem.

 

If you can, try to record 4 streams on your DVR, and use the Stream Analyzer in UVRT to run a stream analysis on the DVR.  Mu hunch is that it will show a lot of missing or corrupted packets.  Instructions for how to hook up a computer to use the Stream Analyzer are in the ReadMe file (Start Menu -> Programs -> U-Verse Realtime -> ReadMe) on pages 21-22.

 

Message 2 of 8 (1,364 Views)
Mentor

Re: Freezing picture

Thanks for the suggestion. Will try it either tomorrow night or friday and post the results.

 

Message 3 of 8 (1,335 Views)
Mentor

Re: Freezing picture

[ Edited ]

I ran the stream tests. I tested both the DVR and STB while recording 4 shows. Here are the screen shots -

 

http://www.4shared.com/photo/CvJRk2dC/1-Stats-2010-12-03-13-33-55.html

 

http://www.4shared.com/photo/2fBbeqP6/2-Bitloading-2010-12-03-13-34-.html

 

http://www.4shared.com/photo/q0LMWMIL/3-CoaxHPNA-2010-12-03-13-34-22.html

 

http://www.4shared.com/photo/P9j7YVh2/4-ErrorTable-2010-12-03-13-34-.html

 

http://www.4shared.com/photo/xqpLhnsl/5-ChannelsStreams-2010-12-03-1.html

 

http://www.4shared.com/photo/qXgW--eP/6-StreamAnalyzer-2010-12-03-13.html

 

http://www.4shared.com/photo/EKbIRDru/7-StreamAnalyzer-2010-12-03-13.html

 

 

There was very little issues today - typical when troubleshooting. Wednesday all 4 of the recorded shows were basically trash.

 

After the tests I changed the connection for the DVR from coax to cat5 hopefully to prevent future issues.

 

I believe that the STB has other issues. In the past month it has locked up requiring reboot, changed to black and white (no color), and pixelating while watching a recorded show that dispalyed fine on the DVR.

Message 4 of 8 (1,233 Views)
Expert

Re: Freezing picture

Ya, the stream analyzer shows some missing packets.  Even though they're few and far between, any missing packets indicates some type of problem with the network.  I think moving your DVR from coax to Cat5e was a good idea.

 

I also agree with you that the STB may have a hardware problem.  If it's locking up and/or showing a hardware problem with color/B&W, it probably needs to be replaced.

 

Message 5 of 8 (1,207 Views)
Highlighted
Teacher

Re: Freezing picture

[ Edited ]

Somejoe just to clarify the stream analyzer actually checks the internal network and not the connection to the VRAD?

 

When I record 3 HD shows and download something from the web the picture on the tv pauses and I can see drop packages when I run the stream analyzer, I assumed its because of my distance from my VRAD.  Some screens between the old connection and the new splitter connection.

 

Screenshots

 

The whole house is cat5e wired and the Uverse modem is in the garage which has 1 cat5e connection that goes to the main switch upstairs which feeds all the connections in the house. 

 

Could the line between the two be the issue? or I guess it could be the line feeding the DVR from upstairs or maybe the switch ... ah crap I have to do some testing now....

 

Also if you dont mind can you check the link above and tell me if I am too far for 4HD streams?

 

Thank you

 

  

Message 6 of 8 (1,166 Views)
Expert

Re: Freezing picture

The last 4 or 5 days I began seeing pixelization and freezing.  At first it was very minor, and only lasted for about 5 minutes.  They would happen between 8 and 11pm and increased in length all the way to last night.  The freezing was so severe that I called ts, and the csr that I talked to stated that my services were repeatedly reinitializing.  Before I called ts I reset the RG and the DVR which cleared up the problem for about an hour.  A tech has been scheduled to come out tomorrow between 4pm and 8pm, but 15 minutes after I talked to ts the problem stopped.  It seemed like my pic quality had improved.  Since then there have been no pixelization or freezing at all.  I have been wondering if ATT was doing some kind of rollout because of how my service was doing.  My phone service never went out, and as far as I know my internet connection was never lost.  I don't know if the problem is resolved completely, but I don't expect the tech to find any problems when he/she comes tomorrow.

Message 7 of 8 (1,152 Views)
Expert

Re: Freezing picture

If the 2nd picture represents your current situation (the one that shows you're on the 32/5 profile), then yes, you could get 4HD streams.

 

It is possible that the dropped packets are occurring within your home network, it is also possible they're getting dropped on the VDSL line, outside your network.

 

To tell the difference, post a screenshot of the Error Table tab.  If uncorrected blocks are accumulating, then the errors are on the VDSL line.  If there are no uncorrected blocks, but you are getting missing packets in the stream analyzer, the problem is within your home network.

 

Message 8 of 8 (1,132 Views)
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