Forum Discussion

daznflo's avatar
daznflo
On our wavelength
2 years ago

Re: ITV sound dropouts since recent software update

Hope I’m ok jumping in.

we have exactly the same problem. The ITVX logo starts barely visible in the bottom right of the tv screen.

The sound and picture glitch but it seems to happen mostly during adverts. The picture freezes but the sound continues or both picture and sound both freeze at the same time. When watching live tv from the tv guide.

we have tried the following:

Rebooting the Stream box.

rebooting the tv.

Unplugging all devices from the mains for 20mins

unplugging the router from the mains for 20mins

disconnecting all hdmi cables changing hdmi cables around and swapping hdmi cables.

when watching ITV1 HD via Freeview it is faultless so it’s definitely stream box related.

The only thing we haven’t done is a full reset on the steam box..

Not sure what else to do…Thanks 

  • Alex_RM's avatar
    Alex_RM
    Forum Team
    2 years ago

    Hi daznflo,

    Thanks for posting and sorry to hear you're having some issues with the Stream box. Can you confirm- when going to the settings menu is the picture resolution set to 'automatic' 

    Alex_Rm

    • daznflo's avatar
      daznflo
      On our wavelength
      2 years ago

      Hi Alex.

      All set to automatic. And sound is set to recommend. 

    • daznflo's avatar
      daznflo
      On our wavelength
      2 years ago

      I’ve replied to your question. It’s still doing it, it glitch’s when adverts are on. Currently when watching the chase on itv 1…Help is needed..

      • corky123's avatar
        corky123
        Dialled in
        2 years ago

        Yeh it’s definitely more noticeable when the adverts are on, but also does it with content as well, doing it right now while the bond film is on.

        I had no issues until the recent software upgrade last week, and I have tried a reset this morning, no change still doing it.

        it’s odd you got a reply off the back of my original post but I have no replies at all ?

  • corky123's avatar
    corky123
    Dialled in
    2 years ago

    Hi sorry for later reply, I was going to ask what advice you got lol.

    after checking my credentials and passing security checks and checking things their end they want to send an engineer out to check and replace if necessary, but I don’t believe the box is faulty as it started directly after a software update. So at the moment as far as I know two of us have the same issue, therefore it can’t be the box.

    they really need to look a their software and maybe roll it back to the previous version.

    I will just end up unplugging it anyway and using BBC iPlayer and ITVX on another device, they work fine etc.

  • corky123's avatar
    corky123
    Dialled in
    2 years ago

    Hi Daznflo, did you get anywhere with your issue at all.

    i still have the issue, I tried a hard reset, soft reset, I thought I would try Wi-Fi instead of wired network and it’s even worse, when changing channel the sound takes even longer to appear. And the glitches are worse.

    when I get a minute I need to record the issue and upload it, for now I have turned it off and using my Apple TV instead.

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 years ago

      Hi corky123, thank you for your post.

      We're sorry to hear you're still having the issue 😔

      If you could record it and upload it, that'd be really helpful.

      Please pop back to us at your earliest convenience and we'll do our very best to assist.

      Regards,
      Daniel

  • corky123's avatar
    corky123
    Dialled in
    2 years ago

    PM just sent with a link to various recordings, still got one more to send as first thing in the morning the adverts are not too bad and then it gets really bad after I’ve gone to work, so can’t seem to record it yet. But will do.

    • Ilyas_Y's avatar
      Ilyas_Y
      Forum Team
      2 years ago

      No worries corky123.

      Let us know how it goes from there and we'll continue thereon.

      Kind regards,
      Ilyas.

  • ModTeam's avatar
    ModTeam
    Moderator
    2 years ago

    Hi corky123 and thanks for the extra information given. Our Product Team has had a good look but have been unable to replicate the issue. They have however said that some general changes were made and applied but as they cannot replicate the issue, they've asked whether you're still seeing the issue and if so, to confirm which specific channel is affected.

     

    Thanks,

    ModTeam

  • corky123's avatar
    corky123
    Dialled in
    2 years ago

    Hi there,

    yes I still get the issue every day only on ITV when the adverts are on, and at the very end and beginning of a programme. So just either side of the adverts.

    its getting quite irritating now as its been going on for some time. Can you look into a replacement box please.

    regards Colin

     

    • John_GS's avatar
      John_GS
      Forum Team
      2 years ago

      Hi corky123 

      Thanks for coming back to the thread. Which channel is this occurring on please? You've said ITV, however is this just ITV 1 or are others affected? If so, let us know.

      Best wishes.

  • corky123's avatar
    corky123
    Dialled in
    2 years ago

    Can I please have an update on this issue, can you provide a replacement stream box.

  • corky123's avatar
    corky123
    Dialled in
    2 years ago

    Sorry I meant it’s only ITV 1 that’s affected. All other channels are fine.

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team
      2 years ago

      Hi corky123, thank you for your response.

      In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

      Regards,
      Daniel

  • corky123's avatar
    corky123
    Dialled in
    2 years ago

    Hi Daniel,

    I received the box today but it’s the wrong one I’m afraid, you sent me a 360 box instead of a virgin stream box.

    regards Colin

    • Chris_W1's avatar
      Chris_W1
      Forum Team
      2 years ago

      Hi corky123, thanks for the message and sorry to hear that the incorrect box has been received. 

      I will send you a PM so that this can be looked into further. 

      Kind regards, Chris. 

    • Chris_W1's avatar
      Chris_W1
      Forum Team
      2 years ago

      Hi corky123, thanks for the reply. 

      Please let us know how the visit goes on Monday and if there are any issues. 

      Chris. 

  • Corinthian's avatar
    Corinthian
    Joining in
    2 years ago

    Hi there,

    I'm also having the same issues on ITV with the streaming box and this has only been happening for a few months. Everything used to be fine but ITV programs and adverts 'hiccup'. It is very frustrating and I'm developing a nervous twitch! If there's a solution, please let me know.

    • Steven_L's avatar
      Steven_L
      Forum Team
      2 years ago

      Hey Corinthian,

      Welcome to the community and thanks for taking the time to post here on the forums.
      I’m sorry to hear of the issues that you’re having with ITV on your stream box, does this happen for every show on ITV or is it certain shows?

      Does it happen at certain times?

      Kind Regards,

      Steven_L