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Delayed response using my remote

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Delayed response using my remote

Ever since the upgrade in on-screen format recently, there is an additional delay when I use my remote.  Is this because the current cable box is outdated and was not designed to handle the amount of data due to the upgrade in the on-screen format?  Or were we given outdated boxes to begin with? Has anyone else experienced delayed responses when commands have been pressed on the remote?

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Message 1 of 33
ACE - Master

Re: Delayed response using my remote

Yes it's been a known problem.  In my observation it is directly related to the amount of allocated memory versus memory in use.  You can look in system info and it will show you the amount of memory being used.  Normally if it's running 85 to 95% you will see slower than normal response times.

A while back there was an upgrade that did something with memory (maybe a year or more ago) and the boxes were running around 65% memory and remote response times were fantastic.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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 33
Tutor

Re: Delayed response using my remote

Beebeesa,I appreciate the feedback. Currently, memory is running at 80% and we still have 56% of space available for recording. Three additional questions, if you don't mind:1. Does the amount of recording space currently being used affect the memory being used in any way?2. Is newer equipment available?3. If newer, more capable equipment is not available, what options would I have, i.e., is there anything I can do to make the equipment work more efficiently by decreasing the amount of memory being used at any given time?Thanks for your time.Paul 

Message 3 of 33
ACE - Master

Re: Delayed response using my remote

80% is not to bad but in the 60's is where it runs pretty good.  I seem to run anywhere between 85 and 90% all the time.  With that said, if I reboot my DVR and Set Top Boxes the memory will drop but go back up slowly back to where it was.

Recording space does have an effect on overall remote response.  Mine was down to 24% available Sunday and my remote, while watching recorded shows, was almost non responsive.  Push FF twice and it would take 3 or 4 seconds before anything happened.  then pressing play was irritating because it kept FF'ing so I had to back up.  Finally deleted some recordings and got to about 50% available and things worked better.

I can't tell you whether new equipment would have less issues or not since I have had the same DVR and STB's since 2008.  I do see posts on the other AT&T forum where people are complaining but not sure if it's old or new equipment.

As for memory in use that seems to be determined by Microsoft Media Room which is the operating system for the boxes.  There are no processes you can shut down to make it use less memory like on a normal computer.

I think what needs to happen is another update be rolled out to address the memory allocation issue.  I think I saw mine had somewhere around 15,000k but only something like 7000k allocated and 6500k in use.  Seems like AT&T needs to allocate more of the memory to be used.

Maybe one of the AT&T mods can chime in about this................

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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 4 of 33
Community Support

Re: Delayed response using my remote

I apologize for the issues you guys have been having with remote delay. For the most part, we have not heard any issues after the firmware update. beebeesa's information pretty much hit it right on the nail, and is what I usually look for when there is delay between the remote and STB.

When it comes to the equipment, if your DVR and RG are black, you have the newest equipment, but as beebeesa stated, it might not make a huge difference (For standard STBs, there is not a new one out besides the wireless one). I have my original equipment, and for the most part, don't have many issues. The only thing I have exchanged was my RG, but I have friends, which have the old ones and have had no issues. I had to change mine because of an electrical surge.

At 80%, you should not be having that many problems. One thing to consider is that it may not be an issue with the STB, but the RG. If you are having issues on all your TVs, then it could be an issue with the router.

Also, if your DVR works fine, but you have an issue with your remote boxes, it could be the wiring, or if you are using wireless, wireless interference. Although, I have tried a lot of different things, it always seems like I have a slower response with the wireless STBs anyways.

Be sure to check your remote. If the lights are dim, it can cause issues with you having to press the button multiple times to get it to work.

Either way, a good thing worth trying is rebooting all your equipment (Router and STBs). Let us know how it is working after that.

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 5 of 33
ACE - Master

Re: Delayed response using my remote


Testing to David FWIW I checked my STB in the BR just a few minutes ago and it is at 90% memory use.  It had 14,592 total memory, managed memory was 7369 (fluctuating), and physical memory was 4448.  There are multiple threads on the Lithium site with complaints about the slowness with the remote.  Some go way back but several are fairly recent.

I have to say I am kind of used to it now because I have had U-verse so long but I can see where a new subscriber might not like it at all.  I just kind of know the caveats of U-verse.....Smiley Wink

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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 6 of 33
Tutor

Re: Delayed response using my remote

Beebeesa,

I rebooted both receivers and the modem.  It decreased the memory usage on the 2nd receiver from 80% to 63%, while the primary receiver is now at 54% (forgot to check the reading before rebooting).  I see where there is a significant difference between the two receivers, in terms of memory, allocated memory, etc., with greater capacity given to the slave unit.  I don't know why this is so, since I'm sure there are people like me who use their slave unit at least as much as their primary unit.

The reboot didn't seem to have any effect on the delayed response, where "On Demand" was involved.  However, there is slightly less of a delay for the basic features such as accessing the list of recorded programs, accessing the Main Menu, and accessing the Guide; also, for basic features such as "fast-forward," "reverse-play," etc.

Apparently, AT&T's current equipment has lagged behind the advance in features and additional programming demands they have placed on them.

At least I have a better idea of what the problem is and what few options I have to deal with them.  Unfortunately, it seems virtually impossible to get through to a live person at AT&T when problems and questions like this arise.  I don't know what they would do if they didn't have community forums such as this one to assist their customers.  This is the second time I've had to use the community forum to get help with baffling questions I've had about the receivers.

Thanks for all your help and suggestions. You've helped alleviate a lot of frustration.

Paul

Message 7 of 33
Tutor

Re: Delayed response using my remote

David_t,

I rebooted both receivers and the modem.  It decreased the memory usage on the 2nd receiver from 80% to 63%, while the primary receiver is now at 54% (forgot to check the reading before rebooting).  I see where there is a significant difference between the two receivers, in terms of memory, allocated memory, etc., with greater capacity given to the slave unit.  I don't know why this is so, since I'm sure there are people like me who use their slave unit at least as much as their primary unit.

The reboot didn't seem to have any effect on the delayed response, where "On Demand" was involved.  However, there is slightly less of a delay for the basic features such as accessing the list of recorded programs, accessing the Main Menu, and accessing the Guide; also, for basic features such as "fast-forward," "reverse-play," etc.

Apparently, AT&T's current equipment has lagged behind the advance in features and additional programming demands they have placed on them.  Not sure if firmware updates would be included in this assessment.

At least I have a better idea of what the problem is and what few options I have to deal with them.  Unfortunately, it seems virtually impossible to get through to a live person at AT&T when problems and questions like this arise.  At least they had the foresight to create the community forums such as this one to assist their customers.  This is the second time I've had to use the community forum to get help with baffling questions I've had about the receivers because I had such difficulty getting a live person on the phone.

Thanks for all your help and suggestions. You've helped alleviate a lot of frustration.

Paul

Message 8 of 33
Community Support

Re: Delayed response using my remote

I'm glad we could help out Paul. I do apologize for the difficulties in getting a live person, but I am glad you were able to find our support community. I know I have used online forums for other products in the past, because sometimes you find people like beebeesa that are just avid users of the product that could provide much more information.

At AT&T, we are constantly working on improving our products. Thank you for choosing AT&T, and if you ever run into any issues, let us know and we would be glad to help.

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 9 of 33
ACE - Master

Re: Delayed response using my remote

paulguy eventually  they will roll out a memory update and all will go back to normal.  It just take someone to initiate it.

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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 10 of 33
ACE - Expert

Re: Delayed response using my remote

Actually what I see here is the memory use goes up much faster after a reboot of the DVR.  Mine was rebooted late Sat afternoon and is already back up to 85% memory use.  When it gets to about 90% (probably this evening) it will slow the remote down as there isn't enough memory to service the remote requests w/o delay.  Then you push the button again as you think it didn't get it.  So the menu, Recordings, etc., come after a delay and then go back away as the button was pushed twice.

Definitely a memory problem in this design, not a software problem.  Hopefully Ericsson will come up w/a solution to some of these major problems.  In the 4 3/4 years I've had Uverse I haven't cussed as much at that DVR than the last 6 months.  This has had me actually think about changing providers. :smileyangry:

Chris

*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 11 of 33
Employee

Re: Delayed response using my remote

mibrnsurg I'm sorry this memory usage has become an issue.  I will send you a private message so we can discuss the last time you've has a DVR swap.  I'm trying to replicate the issue you are having as well.  We will definitely work on getting this issue resolved .

Employee Contributor*
*I am an AT&T employee and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 12 of 33
Tutor

Re: Delayed response using my remote

Thanks for your feedback.  At first, the situation seemed to improve after I rebooted, but now memory usage is back up to 83% and the situation is back to what it was before, i.e., every time I want to search for a program, or go into "On Demand," or just make basic use of my remote (fast-forward, reverse, set up a recording by pressing the "Record" button, etc.), the lag time is excruciating!  Maybe by this November, when my contract is up, they will have come up with a solution. Otherwise, I might just go back to Charter, or I might give DirecTV a shot.

I appreciate your input.  I don't feel so alone.

Paul

Message 13 of 33
ACE - Master

Re: Delayed response using my remote

I would just like to mention that I was able to receive a brand new VIP2250 with the larger hard drive and my slowness to remote control presses has basically disappeared.  I am running around 88% memory use on my BR TV.  With that said I don't have but 2 or 3 shows recorded.  Available recording time in HD is around 133 hours.  There must be some direct correlation with the amount of disk space used versus remote response times since all boxes link back to the DVR?

I vote that AT&T allows an external HD to be connected to the SATA port on these new DVR's and just let the HD in the box run the rest of the show.

I do have to say mine has improved tremendously over what it was since receiving and installing the new DVR.  Thanks to the community managers on this forum.  They are here to fix any complaints that customers might have!!  Well within reason.  Kudos to all that help!!

"If you find this post helpful and it solved your issue please mark it as a solution.  This will help other forum members locate it and will also let everyone know that it corrected your problem. If they have the same issue they will know how to solve theirs"

*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 14 of 33
Tutor

Re: Delayed response using my remote

I assume you are referring to the model number of your Receiver/DVR (VIP2250).  My master unit's model # is ISB7500.  The slave unit's # is IPN330HD.

What sort of hoops did you have to jump through in order to request a replacement?  And did you ever end up speaking to a live person in the process?

Paul

Message 15 of 33
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