Scholar
•
95 Messages
Closed Captions freezing and then disappearing
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
Uniblurb3
Master
•
5.7K Messages
12 years ago
Interesting PHOnos and wonder what new equipment they will be providing? My guess is they will change out your Moto VIP 1225 DVR with the Moto VIP 2250 which has the larger hard drive/faster processor. It will be interesting to see if this fixes your CC problems since it will be running the same TV client version you have now (TV2 Client Version 2.12295.10). But if you aren't seeing the CC's freezing/quiting on your Cisco wireless STB, which has the faster processor, maybe it will correct the problems? Since you have both Moto and Cisco equipment, which is unusual, maybe they will replace your DVR with a Cisco ISB7500 DVR?
I've been using my old Moto VIP 1200 STB to test for the CC quitting problems and it's where I've seen them. I also have the 2250 DVR and if I can pry it away from my wife I'll have to check to see if I'm seeing the same CC problems.
I'm not sure what channel package you have but I'd respond to the email and make sure you aren't going to be charged a service call or for this DVR upgrade. While you woudn't think they would, they did charge you $55 for a service call to install a Cat5 cable which didn't change/improve a thing.
I went back and read most of this thread again which started in Dec, 2011. Pretty sad they pushed out an upgrade from TV2 Client Version 2.0.1047.45 to 2.1.2295.10 without even checking to see how it adversely effects the closed captioning.
0
0
texasguy37
Expert
•
14.5K Messages
12 years ago
The Motorola VIP 2250 and the Cisco ISB 7500 run TV2 client version 2.12344.20. Also, the new Motorola and Cisco DVR's and the Ciscco wireless receiver use the new Broadcom chipset.
0
0
spd2demun
Expert
•
24.3K Messages
12 years ago
IF this does fix the CC problem, there's NO way they're gonna send out a 2250 here since they CLAIM it's not even in my market! And if it's not available (given out freely) in all markets, what are customers supposed to do?
Keep us posted!
0
0
Uniblurb3
Master
•
5.7K Messages
12 years ago
As far as the TV client version I was just going by what SJ said below. But that was 6 months ago and have things changed?
http://forums.att.com/t5/Receivers-Battery-Backup/Closed-Captions-freezing-and-then-disappearing/m-p/2990035#M53444
0
0
texasguy37
Expert
•
14.5K Messages
12 years ago
Yes. See the message in the link below:
http://forums.att.com/t5/Receivers-Battery-Backup/TV2-client-version/m-p/3046473#M54443
Since my message, both the Motorola VIP 2250 and Cisco ISB 7500 have been updated to TV2 client version 2.1.2344.20. An updated list of TV2 client versions would be as follows:
Motorola VIP 2250 & Cisco ISB 7500: 2.1.2344.20
Cisco ISB7005 (wireless STB): 2.0.1047.45
Old Motorola and Cisco DVR's and STB's: 2.1.2295.10
0
0
spd2demun
Expert
•
24.3K Messages
12 years ago
Where did you find that announcement?
And now we will no longer be on the same versions, based on which model we have?
0
0
texasguy37
Expert
•
14.5K Messages
12 years ago
I have a Motorola VIP 2250, a Cisco ISB 7005 and a Motorola VIP 1200.
0
0
spd2demun
Expert
•
24.3K Messages
12 years ago
Cisco and Moto can coexist in the same market now, as long as the Cisco is Wireless?
0
0
SomeJoe7777
Expert
•
9.4K Messages
12 years ago
0
0
texasguy37
Expert
•
14.5K Messages
12 years ago
Yes, all the wireless receivers are Cisco, and they are used in all the markets.
0
0