Stingray Now 4K Audio & Video Issues

[57]

For the past couple of days, on Stingray Now 4K (Ch 983 for me), the audio drops and video stutters roughly once per second making the programming unwatchable and unlistenable - live or recorded.  I tested all my other 4K channels (Stingray Festival 4K, SN14K, SN4K, Love Nature 4K) and they are all fine for me.  

Would someone with a 4K TV please test and confirm?   The channel was fine up until 2 days ago. 

Not sure if this is tangentially related to the "screen blackout and audio dropouts" discussed in another thread recently - probably not, but I thought I'd mention it since it started at roughly the same time.

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[57]

So it's worse now. Not only do I have audio and video dropouts/stutters, but now the audio is not even for the video they're showing - not even close.

Is there no-one who watches this channel or at least can do a quick test to see if they notice the same thing?

[Biollw]

Omg I just put it on this channel. Audio/video dropping like flies.
Video shuddering, audio skipping.
I don't watch this channel at all, just thought I would see what is happening with it.

[57]

@Biollw : Thank you for checking. I have submitted my comments via the Stingray "contact us" option, as well as a direct e-mail address that I had from a while back.

@CommunityHelps This may require work by Rogers.  Please provide feedback when available.

[57]

Wow, I got an e-mail response from Stingray first thing this morning.  I hope they can get this corrected as it's a very obvious problem.

[RogersMoin]

Greetings!

We're grateful for you being our Community member; thank you for your contribution. 

@57 - Thank you for flagging the Stingray Now 4K audio/video issue and submitting your comments directly to Stingray support. It's impressive that you got the response back from them. 

@Biollw - I appreciate you testing the channel and confirming the issue. 

We can submit a ticket from our side as well; kindly drop us a line in our private messaging box, @CommunityHelps.

Cheers,

RogersMoin

[57]

@RogersMoin : Thanks for the comments.  I'll leave it with Stingray for a few days to see if it gets resolved. If not, I may PM.

Over the past 22 years, since I got my first HDTV, I have had success with numerous "broadcasters" with them responding to me and correcting/discussing various issues.  That list of responsive broadcasters includes:

REV TV

PBS Buffalo, Detroit, Seattle and Spokane.

Stingray (and Galaxie before that)

TMN/Astral before being taken over by Bell. (Extensive discussions over the years)

WUTV Buffalo

Corner Gas Productions

Discovery Canada

NHK Japan HD in the early days of HD.

Some of the contacts developed over those years lasted for many years.

[57]

I tuned in for a few minutes tonight and the issue appears to be resolved. I'll keep monitoring over the next while.  Thanks.

[HiHoSilver]

I had the same problems at the same time.  Rogers Twitter support said they couldn't duplicate it and nobody else had reported it, but they submitted a ticket.  A couple of days later, the problem went away, and they emailed me to say they had closed the ticket because they couldn't identify a problem.

Since then, though, I've noticed that the audio and video on this channel often aren't quite in sync; the video is a little behind.  Sometimes it's just barely behind, enough to seem a little off, and other times it's up to a second or so behind.  I don't have this problem on other channels.

Just thought I'd mention it; maybe other people see the same thing.

[57]

@HiHoSilver : It's been going on for about 6 weeks.  I reported the sync issue in late November to Stingray since this is the only channel with the issue.  As you say, it was about 1 second off at times and now it's not as bad in terms of timing, but it's still very annoying.

I contacted Stingray again on December 12th and I'll remind them again today.

PS. I had mentioned it in the following thread in late November, just as an aside.

https://communityforums.rogers.com/t5/Ignite-TV/Picture-amp-Sound-Are-Out-of-Sync/m-p/517447/highlig...

[HiHoSilver]

Thanks, 57.

Isn't it lovely that Rogers customers have to go over Rogers' head and deal directly with Rogers' suppliers to try to get problems resolved?

[57]

I've e-mailed Stingray several times in the past few months regarding this issue of Lip Synch being off on Stingray Now 4K. I don't have any issues on any other channels, including Stingray Festival 4K. 

Would some people who have Stingray Now 4K please check to see if they also have the lip synch issue?  It may not present itself right away because it seems to vary between almost in synch to as bad as a second off.  Some videos seem to be affected more than others and obviously you need to be watching a video where the synch matters.  (good shots of the singer's mouth, or a drummer, etc.)  Thanks.

[HiHoSilver]

I can confirm that the problem is exactly as you describe it, and has been this way for several months, since the corruption problem last year was fixed.

[57]

@HiHoSilver : Thanks for confirming.  I have sent another e-mail to Stingray today - probably my 4th on this topic.  I've been using the following e-mail address if you wish to do the same.

support@galaxie.zendesk.com

[57]

@HiHoSilver : It looks like my last e-mail did the trick and the synch is fixed.  I threatened not to send any more...   😉

[HiHoSilver]

Yup, it's been working for me, too.  Thanks for keeping on them until they finally fixed it!