Closed Captions freezing and then disappearing

Scholar

Closed Captions freezing and then disappearing

[ Edited ]

Howdy all-- I am at wits end with my problem. I sent the following to ATT Closed Captioning e-mail and got an autobot reply to use the online tech service. I did so, and they walked me through a "disaster recovery" reset (not using the reset button, but dowloading and flashing the operating system software for the box) with them finally referring me to ATT ICU (what the heck is ICU, Intensive Care Unit?) Any Ideas from forum people appreciated greatly.

 

Hello: I am profoundly deaf and must use closed captioning on my televisions. I have had and currently have a serious and annoying problem with one of the set top boxes (Motorola HD DVR). The closed captioning begins and runs for any where from 1-10 minutes, then freezes (sometimes in mid-sentence) and does not pick up again. The Philips HD TV is connected to the set-top box by means of a HDMI cable. The only way to regain the closed captions are to either switch channels and then switch back to the channel I was watching; or do a quick (7-second) backspace of the program, then captions will be there for the part that was not captioned. It will then run captions for a while, then freeze again. I can record a few minutes of a program and then replay it. However, the recorded closed captions will eventually freeze and disappear even in recorded programs. As I said, I know the captions are being sent by the programmers and by the U-verse system because they are being recorded. I also checked some local channels using my antenna when the U-Verse captions disappear and they are being sent and read by the over-the-air television HDTV tuner.

 

The following have not solved the problem -- - turning on both digital (high definition) and analog (standard definition). - turning captioning to digital off and analog on and vice versa. - re-setting the set-top box. - restarting the set-top top box by disconnecting and reconnecting power. - resenting/restarting U-verse 3800HGV-8 modem. - calling ATT help line and re-performing the above steps several times. - having a service call by ATT U-verse technician, xxxxxx xxxx who again performed the above steps.

 

He then did the following -- - determined that there could be a low signal problem with the Time Warner Cable installation which was used when the system was installed over a year ago. - replaced the RG television cable connected the set top box that was having problems with a direct connection to the modem by means of an Ethernet CAT-5 cable ($55 service installation charge) and replaced the second set top box (Motorola) (which was not having problems) with a Cisco, wireless set top box (which works well) with the Cisco transmitter connected directly to the modem. - returned the next day, when notified that all his work on the system was for naught, and personally saw the problems for himself. He then obtained a new work order from his supervisor and replaced the Motorola HD DVR. We then watched and waited until the same freezing and drop out again. We check the over-the-air signal and found that the captions were being transmitted by the station and could be seen on the U-verse system if the program was re-wound 7-seconds. We both then agreed there was nothing more he could do to solve the problem and that he would report it to ATT. I said I would also report it, which I am doing in this e-mail.

 

I really know little about how the system works, but offer the follow information and suggestions -- - the problem appears to only occur on the one set top box (Motorola VIP1225/297; (Current Serial No. Mxxxxxxxxxxxxxx, bootstrap ROM 1.1027, TV2 Client Version 2.1.2295.10), not on the second SDTV installation using the Cisco box. - because the captioning signal is present on the U-Verse feed, the problem appears to be in the hardware software/firmware in the set top box that uses the signal and is probably present in all boxes of the same Motorola model available to ATT service in this area. With my very limited knowledge of digital electronics, hardware, software/firmware, programming, etc., I suggest it could be a glitch not allowing the used captioning to be dumped and thus loads up the buffer until it can store no more captioning data. I am very anxious to have this problem solved ASAP.

 

Please forward this e-mail to the appropriated department for resolution.

 

Thank you very much, in advance, for your prompt attention to this problem.

 

-PHOnos

 

Edited for easier reading

Message 1 of 110 (4,967 Views)
Expert

Re: Closed Captions freezing and then disappearing

Sorry to hear that it didn't work. 

 

I could not get the larger HDD one in my area (though apparently they're handing them out like candy in Dallas).  With the old model, I'm getting CC on HD just fine.  I have always had problems with the big 3 networks, though, and just attributed that to being their problem, not UV's.

 

Message 16 of 110 (3,119 Views)
Master

Re: Closed Captions freezing and then disappearing

Bummer, and I should have known better to say glad you found a fix before you tried the HD channels. Probably just a coincidence your DVR went out/failed at the same time the latest upgrade started causing your closed caption problems. Slobeavis has been around the closed captioning problems for a while, said he thought it was a software problem with the latest upgrade, and believe he must be right.

 

I was really disappointed the latest U-verse upgrade did not include an easier access to closed captions, let alone causing additional problems for the deaf and/or hard of hearing. Unbelievable.

 

Here's a couple things I'd do PHOnos. First contact David as has been already mentioned before. Send him an email starting with "Troubles w/UVerse.." in the link. Someone from his team of excellent Tier 2 agents should contact you next week. Social Media are often the first employees who will be aware of these type problems and escalate them up the hierarchy.

 

I'd also contact sales and talk them into shipping you the VIP2250 as a replacement DVR even if it's not available yet in your area. This may be a temporary fix but you never know. I realize you wife will need to talk to them but have her stress you depend on closed captioning for your TV communications and can't understand the U-verse TV programming without them. I'd also ask that they waive the typical $105 upgrade fee for the 2250 since how cruel to offer you closed captioning and then take it away. If you can move the different set top boxes/DVR's around the house surely you can install a new DVR since good cabling is already in place. It's all worth a try.

 

As SomeJoe already pointed out eventually all U-verse boxes will eventually be running the same TV client (2.1.2295.10) software version. So it may be temporary fix if you get the 2250.

 

You may also want to contact "Closed Caption Contact Information" at the below link. AT&T U-verse TV contacts are listed towards the bottom. Some of these same contacts also listed on the last page of your U-verse bill.

 

http://www.att.com/gen/general?pid=10219

 

While this may seem like a lot of work you said you don't want to leave U-verse and go to TW. Don't hold your breath waiting for another large upgrade to fix this problem since they are few and far between. But they can push out smaller upgrades if they know there are problems and develop a fix. In addition to helping yourself you may also help others who have hearing disabilities and subscribe to U-verse TV service.

 

Good luck, keep us posted, and I'm starting to screen different HD channels to see if I'm seeing the same closed caption freezing/cut-off problems.

 

Uniblurb3

If you get to thinking you're a person of influence, try ordering someone else's dog around.

Need help? Contact AT&T at 800-288-2020.
Message 17 of 110 (3,113 Views)
Scholar

Re: Closed Captions freezing and then disappearing

[ Edited ]
I will try and contact David, as you say.  The e-mail address at the bottom of the U-V bill is the one I have sent 3 e-mails to and, for the last 2-weeks only received  autobot replys to go to the chat help. 
Uniblurb3 wrote:

Good luck, keep us posted, and I'm starting to screen different HD channels to see if I'm seeing the same closed caption freezing/cut-off problems.

 


I really appreciate that.  Maybe some others folk, as a favor to me, would, when they are not actually watching TV (I know it is a P in the A because it covers up part of the picture)  they would turn on the standard CC on their DVR running the same TV2 revision and let it run for 3-hours (or whatever, longer is better for it to show up).  If they would do this on their local ABC station HD channel during a long local newscast (this is when I was able to show techs that captioning was being booadcast OTA) so much the better, and then report their results here.  Really would be appreciated here.  Also even better again if they are in the area that receives the programming guide updates from IRV2 (I think it is that -- ATT Irvine, CA operations)

 

Edited to add last thought.

 

-TWC(sucks)

Message 18 of 110 (3,101 Views)
Expert

Re: Closed Captions freezing and then disappearing

[ Edited ]

I keep CC on all the time and haven't noticed it disappearing today.  I'm catching up on Recodings now (Premiums).

 

As stated before, my disappearing act happens mostly on the big 3 networks; they're all running football right now and I don't do sports. Smiley Happy

 

Will keep an eye out for you with the programs I do watch today.

Message 19 of 110 (3,087 Views)
Highlighted
Master

Re: Closed Captions freezing and then disappearing


PHOnos wrote:
I will try and contact David, as you say.  The e-mail address at the bottom of the U-V bill is the one I have sent 3 e-mails to and, for the last 2-weeks only received  autobot replys to go to the chat help. 
Uniblurb3 wrote:

Good luck, keep us posted, and I'm starting to screen different HD channels to see if I'm seeing the same closed caption freezing/cut-off problems.

 


I really appreciate that.  Maybe some others folk, as a favor to me, would, when they are not actually watching TV (I know it is a P in the A because it covers up part of the picture)  they would turn on the standard CC on their DVR running the same TV2 revision and let it run for 3-hours (or whatever, longer is better for it to show up).  If they would do this on their local ABC station HD channel during a long local newscast (this is when I was able to show techs that captioning was being booadcast OTA) so much the better, and then report their results here.  Really would be appreciated here.  Also even better again if they are in the area that receives the programming guide updates from IRV2 (I think it is that -- ATT Irvine, CA operations)

 

Edited to add last thought.

 

-TWC(sucks)


 

That's terrible if the U-verse closed captioning email tech support sites auto-direct you to go to a chat session for CC problems. The chat reps are some of the misinformed reps in the whole system, read totally from a script, and wouldn't have a clue to the problems you're experiencing.

 

I kind of figured when they pulled the CC complaints from Washington, DC, and sure didn't want them going to their "home" headquarters in Dallas, they would strand them in the middle of the country (St. Louis, MO) to be not addressed or ignored. Nothing against St. Louis, just can't understand why they placed the CC complaint center there.

 

I'll continue to screen the HD channels/DVR recording and let you know what I find. Haven't noticed any freezing/cut-off's yet.

 

Spd is a good one for noticing/screening for CC problems like that. Smiley Wink

 

Uniblurb3

If you get to thinking you're a person of influence, try ordering someone else's dog around.

Need help? Contact AT&T at 800-288-2020.
Message 20 of 110 (3,078 Views)
Expert

Re: Closed Captions freezing and then disappearing

Are you saying I'm a nit-picker, Uni, LOL!  Thanks for the vote of confidence. Smiley Wink 

 

Have been watching Premiums now for over an hour, CC has been staying in place.

Message 21 of 110 (3,059 Views)
Master

Re: Closed Captions freezing and then disappearing

Matter of fact, yes! LOL, but you also have an attention to detail/errors. Smiley Wink

 

Uniblurb3

If you get to thinking you're a person of influence, try ordering someone else's dog around.

Need help? Contact AT&T at 800-288-2020.
Message 22 of 110 (3,054 Views)
Scholar

Re: Closed Captions freezing and then disappearing

[ Edited ]

slobeavis wrote:

I'm experiencing the same problem.  Started right after the last software update. 

 

I have the Motorola VIP1216/297, Bootstrap ROM version: 1.1027, TV2 Client version: 2.1.2295.10 (RELEASE).

 

In my opinion, it's not  a hardware problem.  It's too much of a coincidence that as soon as they update the software problem, we start to see this CC problem.  Also, as PHOnos mentioned, if you back it up 7 seconds and replay the show where the CC froze, the closed caption will start working.  It's like the CC decoder freezes once in awhile and you either have to back up and replay or channel up/channel down to reset it.

 

Also, I at first thought it was a channel problem.  I kept seeing it on only one channel (KCOP 1013).  Then last night it happen on another channel but not as frequent as the 1013.  Most channels I never see this problem either.  Maybe it's a signal quality thing.


Hmmmmm!   Maybe the problem only exists in the L.A.-Orange County, CA service area.  I'm glad you saw it on "My" KCOP HD 1013 which transmits in 720p.  I was beginning to think it had something to do with signals originating as 1040i (Disney owned, ie ABC).  Although I've seen it quite often on KNXT HD 1002 CBS (720p) for this SoCal area.

Message 23 of 110 (3,053 Views)
Scholar

Re: Closed Captions freezing and then disappearing

I'm getting senile; CBS-2 in LA hasn't been KNXT in several years. It's KCBS-2.
Message 24 of 110 (3,044 Views)
Expert

Re: Closed Captions freezing and then disappearing

But that's still a Network channel, right?   Networks are where I see the problem here (not to mention they're the ones that freeze up the most).

 

A while back, there was the same deal with CC on VoD; I don't know if that has been resolved since I don't do that much VoD.

Message 25 of 110 (3,031 Views)
Master

Re: Closed Captions freezing and then disappearing


spd2demun wrote:

 

A while back, there was the same deal with CC on VoD; I don't know if that has been resolved since I don't do that much VoD.


 

Yes, that CC issue on VoD was resolved. As a matter of fact that thread was just updated today. Smiley Wink

 

http://forums.att.com/t5/Features-and-How-To/CC-on-VOD-after-1-HR/m-p/2992501#M21134

 

Uniblurb3

If you get to thinking you're a person of influence, try ordering someone else's dog around.

Need help? Contact AT&T at 800-288-2020.
Message 26 of 110 (3,037 Views)
Expert

Re: Closed Captions freezing and then disappearing

Thanks for the update. Smiley Happy

Message 27 of 110 (3,038 Views)
Scholar

Re: Closed Captions freezing and then disappearing

Since I have the DVR now connected to the SD TV using component cables, I decided to turn off the CC on the ATT receiver and turn it on on the TV.  I also tried it with both running on SD CC.  Not only does the CC fail after 10-20 minutes on HD channels (10xx) and not pick up, it also fails to send the CC to the TV at the same time and does not pick up until channel is changed or back step 7 seconds.  Changing channels on the TV turner, of course, has no effect.

 

So . . . . . ?.

 

-PHOnos

Message 28 of 110 (3,023 Views)
Master

Re: Closed Captions freezing and then disappearing


PHOnos wrote:

Since I have the DVR now connected to the SD TV using component cables, I decided to turn off the CC on the ATT receiver and turn it on on the TV.  I also tried it with both running on SD CC.  Not only does the CC fail after 10-20 minutes on HD channels (10xx) and not pick up, it also fails to send the CC to the TV at the same time and does not pick up until channel is changed or back step 7 seconds.  Changing channels on the TV turner, of course, has no effect.

 

So . . . . . ?.

 

-PHOnos



So you are using component cables (Red, Green, Blue) for video rather than composite cables (Yellow for video, Red & White for audio)?

 

CC's are not supported in using component cables for pass-through (CC on box turned to off) with HD programming. Read the 3rd post by SomeJoe in the below thread from UU.

 

http://www.uverseusers.com/index.php?option=com_smf&Itemid=2&topic=17078.0

 

I'm not quite sure why you are getting closed captions for a while and then they are shut down. I wouldn't think you would be getting them at all with using component cables for CC pass-through on the HD channels.

 

Uniblurb3

If you get to thinking you're a person of influence, try ordering someone else's dog around.

Need help? Contact AT&T at 800-288-2020.
Message 29 of 110 (3,013 Views)
Scholar

Re: Closed Captions freezing and then disappearing

Thanks UB --

 

Senility kicked in again, using red, white, yellow composite video and audio cables.

 

-P

Message 30 of 110 (3,007 Views)
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