Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

Teacher

Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

[ Edited ]

 have an issue while watching several types of programming.  The first time i noticed it was while watching local programming, particularly NFL games.  What happens is the screen will lag, stutter, chop, or sometimes freeze and lose 5s or so of programming.  I've tried rewinding a short bit and sometimes it will play through, but even when it does I still notice a lag at the same points.  I've also noticed this happening a significant amount of time in 2 other instances.  HD programming recorded on DVR and  played on my upstairs TV that isnt HD.  This happens quite a bit, so much that the programs are nearly unwatchable.  I also notice it while playing HBO HD On Demand.  It may happen on more on demand channels, but this is the one I use the most by far.  I noticed one other thing with it.  In my living room, the tv is hooked up via HDMI and my audio receiver via Digital Optical.  When the screen stops the audio receiver will also show a complete loss of signal.  So it is both the Optical and HDMI having issues.  I've also played HBO HD On Demand on a different HDTV only plugged in via HDMI with no other audio system and I have the exact same issue.  In fact, the program even tends to stutter at the exact same times.  Its almost like it isnt buffering properly.  While I did find many similar issues on this forum, none seem to fit my problem exactly.  I installed the realtime software and don't think this look bad, but then I'm not fully versed in what to expect.

 

 

 

2

Message 1 of 19 (8,358 Views)
Expert

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

Please also post the IP/Profile tab and the Error Table tab from U-Verse Realtime.

 

Message 2 of 19 (8,296 Views)
Highlighted
Teacher

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

[ Edited ]

stats

 

errors

Message 3 of 19 (8,286 Views)
Teacher

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

I had a problem on the gateway around a week ago and had lost my internet connectivity so I had to hit the power button on it to get connectivity back.  I dont think it rebooted though.  I'm thinking that was the cause of the severe errors reported.  This problem has been ongoing for months.  

Message 4 of 19 (8,284 Views)
Expert

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

[ Edited ]

How often are you getting the pauses or picture freezes when watching live TV?  Is it only once or twice a day, or is it often enough that it's several times in one program?

 

(Edit: Actually, I also saw you're getting the pauses and picture freezes when watching an HD program via THDVR also.  This is interesting and is another piece of evidence.  But we need to know about live TV also.)

 

Message 5 of 19 (8,262 Views)
Teacher

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

[ Edited ]

During Live programming it really doesnt happen very often.  It occurs most often during football games, but I've gone entire games without any noticeable problems.  It seems like when there is a problem that the problem is pretty bad, but oftentimes I'll reboot when its really bad and that will clear most if not all of the lag issues.  I only notice the problem on live while watching local tv channels, and does sometimes occur during primetime programming, but it is very sporadic in these cases and usually few enough that I can deal with it.  Perhaps a better way to put it is to go through the knowns.

 

1. Always local programming

2. Seen most often during NFL games, particularly the local Packer games

3. Seen 2nd most often during primetime programming

4. When it gets really really bad I reboot and this clears up most of it and usually enough to enjoy the program, but the problem is still present and just occurs less often.

5. Perhaps unrelated but I had similar issues with local programming when i had digital cable with time warner, it was one of the reasons i switched, but the problem still exists although it has definitely been better with uverse. 

 

 

2 and 3 would indicate to me a problem with bandwidth in my area.  4 would indicate an issue with the hardware in my house.  5 would indicate a cabling issue.  Not sure if theres any better testing I can do.  It drives me crazy because the problem is so inconsistent.    

Message 6 of 19 (8,254 Views)
Expert

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

Do you have a laptop or a desktop computer with a long Ethernet cable?

 

If so, I'd like you to run the Stream Analyzer from U-Verse Realtime on your DVR.  We're going to put it under some stress and see if your coax network is handling it.

 

If you have U-Verse Realtime installed, go to Start -> Programs -> U-Verse Realtime -> ReadMe.  Go to page 20-22 of the PDF file.  On there are some diagrams on how to hook up your computer so that you can use the stream analyzer.  Since your DVR is connected with a coax connection, you'll use the diagram on page 21 (basically all you have to do is plug your computer's network connection into the Ethernet port on the back of the DVR).

 

Now do the following:

 

  1. Run U-Verse Realtime, make sure it connects successfully to the 2Wire router and gives you your line statistics.
  2. Select the Ethernet interface of the computer you're using that is connected to the DVR in the pull-down menu in the configuration tab - it's labeled "Network connection for STB communication".  (If your computer only has one Ethernet interface, there will only be one selection here).
  3. Turn on the Channels/Streams feature in the configuration tab by checking the box labeled "Enable gathering STB channel/stream data".
  4. Make sure all of your STBs appear in the Channels/Streams tab (the exception is that the DVR may not appear when connected like this - that's OK).
  5. Pick up your U-Verse remote control, and begin recording 3 different HD programs (doesn't matter which ones).  After that, tune the DVR to an SD channel.  (At this point, you'll be using 3HD and 1SD streams, the maximum that the DVR can handle).
  6. Go to the Stream Analyzer tab in U-Verse Realtime.  Select a 15 minute analysis time, and hit the Start Analysis button.

When it finishes, post the screenshots of the Stream Analyzer tab.  There will be 4 streams listed in the "Display Stream" pull-down menu.  Post 4 different screenshots of all 4 of the streams.

 

My hunch here is that your coax network isn't up to par and is dropping packets or introducing errors.

 

Message 7 of 19 (8,232 Views)
Teacher

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

[ Edited ]

Hmm, this is an ethernet connected DVR.  Unfortunately I don't have a switch.  My desktop is connected to the 2wire via cat5 and channels/streams is filled in correctly, but stream analyzer won't work this way.  I think i have a coax line that runs to where the box is so I could potentially hook it up with that, but I had done it this way thinking it was the most stable for THDVR.  

Message 8 of 19 (8,215 Views)
Expert

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

OK, after looking at your Coax/HPNA screen shot I assumed the DVR was on coax.  If it's on Ethernet then leave it connected that way.

 

You do have other units connected via coax though.  Test on one of those units instead.  Get the DVR recording 3 HD + 1 SD like I described in step 5, then tune the STB you're testing on to one of the HD channels being recorded, and test with the stream analyzer.

 

Message 9 of 19 (8,199 Views)
Teacher

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

[ Edited ]

That much looks good.  Tested on my HDTV in basement.  Not sure if it makes a difference but it was recording 3 HD 1 SD since my wife was already recording an SD program.  

 

stream

 

 

Just realized this was a short test.  Running again with a 15 minute test.

Message 10 of 19 (8,166 Views)
Expert

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

Can you post the screenshot after the entire 15 minute analysis is completed?  Yours had only been running for about a minute when you took the screenshot.

 

Message 11 of 19 (6,829 Views)
Teacher

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

[ Edited ]

Will edit this when 15 mins is done.  I thought I had run the 15 min one but it was only a 1 min test.  This is more like it:

 

stream

Message 12 of 19 (6,826 Views)
Teacher

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

Just wondering if anyone has any ideas here?  Would like to get this fixed if its possible Smiley Happy

Message 13 of 19 (6,743 Views)
Expert

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

Sorry, when I last looked at this thread you had not yet posted the entire 15-minute analysis, and then the thread kind of got buried.

 

The 15-minute analysis looks fine.  A few out-of-order packets isn't going to cause the symptoms you describe.  So I think the network looks OK, at least on this STB unit that you checked.

 

At this point, I think there might be two possible problems.

 

1. Might be a bad DVR unit.  If the hard drive in it is marginal, it can cause the symptoms you describe -- lags, freezing, pausing during playback, etc.

 

2. Bad Ethernet connection to the DVR.  We weren't able to check the network connection at the DVR, so it could still be suspect.

 

I would call tech support and have them send a tech, have him re-crimp the Ethernet wiring connectors at each end of the run that goes to the DVR, and if possible, have him replace the DVR.

 

Message 14 of 19 (6,727 Views)
Teacher

Re: Signal stutters, cuts out for a few seconds DVR, HBO HD On Demand, local live

Hey Joe! 

 

Think I'm going to do this, but I wanted to check 1 thing.  Do you think this would correlate to my issue with HBO on demand on the other receivers too?  

Message 15 of 19 (6,665 Views)
Share this topic
Announcements

Welcome to the AT&T Community Forums!!! Stop by the Community How-To section for tips on how to get started.