Ignite TV - Sounds intermittently cuts out for 1 second

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
I'm Here A Lot
Posts: 5

Ignite TV - Sounds intermittently cuts out for 1 second

I recently switched to Ignite TV from "regular" Rogers cable, and am having issues with the sound on the Xi6 streaming TV box cutting out for about 1 second. This happens every 30 seconds or so … although occasionally it happens much more or less frequently. I use a Pioneer 4K compatible receiver to both provide the audio and to connect the Xi6 to my 4K TV. My guess is that there is an compatibility issue with the Xi6 and the receiver (I read a generic article about how different manufacturers implement the HDMI standard, and this can cause this kind of issue) … but am not a Rogers tech so don't really know! I have a couple Xi6 boxes, and either box connected to our second TV has no issues whereas both are experiencing the same issue when connected to our main TV via the Pioneer receiver. Incidentally I have no issues with other components connected to my receiver, had no issues with my old NextBox connected to the same receiver, and I have updated my receiver to the latest firmware.

 

Any suggestions, other than to give up on Ignite and return to my old NetxBox? And I reported this to Rogers more than 6 days ago. I have also chased a couple of times … but the specialist tech Rogers assigned to my case has not even called, and isn't answering his phone. Sigh. 


***Added Labels***
Solved! Go to Solution.
Moderator
Moderator
Posts: 202

Re: Ignite TV - Sounds intermittently cuts out for 1 second

@NeilDB,

 

Intermittent sound with your Ignite TV is definitely going to take away from the intended experience! It is certainly possible that there's a compatibility issue, I would recommend bypassing the receiver for the Ignite TV at least for the time being so that you're not experiencing this issue while it's being addressed. 

 

Can you confirm for me what firmware version though your STB is running?

 

RogersAndy

I'm Here A Lot
Posts: 5

Re: Ignite TV - Sounds intermittently cuts out for 1 second

Thanks for your response. How do I figure out the firmware on the Ignite box? I’ve searched the web and can’t finure out how to do this. Thanks. 

Resident Expert
Resident Expert
Posts: 2,850

Re: Ignite TV - Sounds intermittently cuts out for 1 second

I remember a few years ago when I was optimizing home theatres many issues with Pioneer AVRs and HDMI handshake issues.  Here are a few things to try until the latest firmware solves the HDMI handshake issues:

 

1. Turn on the AVR first.

 

2. If possible, in the meantime, connect the STB to the TV via HDMI and then the TV via optical to the AVR, using the AVR's optical input. Sometimes this is not possible and usually requires proper setup in the TV audio menus, but it might be a workaround for you.

 

3. If he STB is currently set to "auto" for the outgoing video format, try a manual setting, like 1080P or 4K instead. This may preclude a handshake.

 

4. Unplug and replug the HDMI cables at both ends and try switching cables if possible. Make sure they're 4K capable.



Moderator
Moderator
Posts: 202

Re: Ignite TV - Sounds intermittently cuts out for 1 second

Hey @NeilDB,
 

No worries! We can assist with that. You're welcome to send us a PM and we can confirm that it's updated. To do so, send us a private message @CommunityHelps and we'll have the ability to check. For more information on our Private Messaging system, please click here.


That said I would recommend taking the steps @57 has outlined as it's likely that the set top box is up to date.
 

RogersAndy

I'm Here A Lot
Posts: 5

Re: Ignite TV - Sounds intermittently cuts out for 1 second

Thanks both (incl. @57). Re the suggestions:

1. Turn on the AVR first. I have rebooted the Ignite box while the AVR is on (which I guess is the same as switching the AVR first). Not sure how long this will help since the installation technician told me that the Ignite STB does *not* power off, ever (other than by unplugging the power).

2. Optical connections. There is no optical output on the Ignite STB, just an HDMI. 

3. Ignite STB video setting. This was set to "best available" (which is 4K given my setup); I've now updated the setting to "4K" (vs. best available). I do think this could help … presumably at "best available" the AVR and Ignite STB get into handshake to try to figure out the setting and it doesn't seem beyond the bounds of possibility that this might be the cause of the sound issues.

4. Change the HDMI cables. These are the same cables that worked before I switched to Ignite so I'm leaving things as is for the time being. If all else fails then I'll try this.

 

Results. Things are better in that we didn't have any sound drops yesterday. However, the Ignite STB box seemed unresponsive this morning, which it was the previous morning too, so I had to do a hard reboot (unplug the power cord) … again the same as yesterday. After the first reboot, the box didn't come back properly … again as per yesterday - the display kept going blank and never got through the boot sequence. A second reboot cleared this (yet again the same as yesterday), and the sound seems OK. I will update again tomorrow … I don't want to have hard reboot the Ignite box twice every morning. 

 

Finally, I checked and confirmed that the Ignite STB looks for general updates between 2 - 4am, so I'm assuming that the firmware is up to date. However, I'll PM you separately for instructions to check this. 


Thanks again for your ongoing help / support. 

Resident Expert
Resident Expert
Posts: 2,850

Re: Ignite TV - Sounds intermittently cuts out for 1 second


@NeilDB wrote:

 

2. Optical connections. There is no optical output on the Ignite STB, just an HDMI. 

 


My post recommended HDMI to the TV and optical to the AVR from the TV. Going "through" the TV could be a workaround, but it depends on your setup, TV and preferences. I recommended this exactly because the STB doesn't have optical out, but most TVs do.



I'm Here A Lot
Posts: 5

Re: Ignite TV - Sounds intermittently cuts out for 1 second

Sorry for the misunderstanding… but I'm still confused! Why would I send optical … or any sound … to the TV? I have the Ignite STB (and other components too, e.g. PS3) connected to my AVR via HDMI for sound, and then the AVR to the TV (for the picture) through HDMI too. I know the HDMI from the AVR carries sound to the TV too, but …?

I'm a Reliable Contributor
Posts: 230

Re: Ignite TV - Sounds intermittently cuts out for 1 second


@NeilDB wrote:

Sorry for the misunderstanding… but I'm still confused! Why would I send optical … or any sound … to the TV? I have the Ignite STB (and other components too, e.g. PS3) connected to my AVR via HDMI for sound, and then the AVR to the TV (for the picture) through HDMI too. I know the HDMI from the AVR carries sound to the TV too, but …?


I agree with you. And on some smart TVs if you route the audio through the TV and back to the AVR you could lose the audio encoding. I at first only had a 1080p AVR and did  route the HDMI to TV then optical to AVR and lost the DD+ audio from the Xi6. Sounded terrible by the time it came through the old AVR from the smart TV.

 

Upgraded to 4k AVR and have same setup, all HMDI to AVR then one to TV for video.

 

Advice: do not set your video to 2160p60 in the Xi6. Netflix was blacking out for a second or two when switching video frames rates. I have to set mine to 2160p30 frames. Netflix  is fine with it now.

Resident Expert
Resident Expert
Posts: 2,850

Re: Ignite TV - Sounds intermittently cuts out for 1 second


@NeilDB wrote:

Sorry for the misunderstanding… but I'm still confused! Why would I send optical … or any sound … to the TV? 


Please read my suggestions more carefully.  If you connect HDMI directly from the STB to the TV you may avoid any handshake issues currently encountered by going through the AVR due to AVR firmware issues (or two HDMI cables plus AVR issues).  If you then connect optical from the TV to the AVR  (audio now goes "through" the TV) you would usually get the appropriate audio if you choose the audio settings properly in the TV (External speakers, DD or passthrough, not PCM.)  You also need to select DD in the STB rather than PCM since the handshake is now occurring between the STB and the TV and the STB may "choose" PCM (or other) if left to its own devices.  I optimized hundreds of home theatres over the years and was almost always able to get proper audio to the AVR, even when going "through" a TV, especially if the TV is "recent".  I'm only suggesting this as a workaround until the "normal" connection going through the AVR works properly.  Also, experiment with various video output settings as mentioned by several people.  

 

In addition, just because an HDMI cable worked before, it doesn't mean it'll necessarily work now due to slight differences in signal coming from the STB - for example, the signal could be "weaker" or different format.