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Ignite TV - 4K Channels errors, macroblocking

jjjjy7
I'm a Reliable Contributor

I have been unable to watch TSN4K.  When I tune to the channel, it plays fine for about 10 seconds.  Then the picture freezes, but audio continues to play for another 10-15 seconds, then audio stops and screen goes black for another 5-10 seconds.  Then I get the following message:

 

"Sorry, we're having some trouble.  Please try playing this program again. Still having trouble? You may need to choose another program. XRE-03090"

 

Sportsnet 4K works great, just not TSN.  I have reached out to tech support but so far they have been unable to find the solution.

 

*Added Labels*

39 REPLIES 39

Re: Ignite TV - 4K Channels errors, macroblocking

christyH
I've Been Around

I'm getting the same error message but I was watching TLC... seems to keep freezing up/crashing and I'm assuming it's a system issue since our other Ignite TV is doing the same thing. I keep trying to turn it off and back on to see if anything gets better but it might show a few seconds and then freeze or go black again.

Re: Ignite TV - 4K Channels errors, macroblocking

Hey @jjjjy7 & @christyH,

 

The error code, "XRE-03090" does indicate a source problem. It's the result of a channel playback failure. Alternatively, the error could result if that particular channel isn't a part of your package.

 

To troubleshoot this, we would refresh your entitlements and reboot the system. If the issue persists, then we would need to escalate a ticket to our engineers to track down the fault at the source. Do you know if that was done for you, @jjjjy7?

 

If you haven't already reached out to our Technical Support team, @christyH. I would recommend you do so!

 

You can also send us a Private Message to @CommunityHelps and we can address it.

If you're not familiar with our PM process, please click here to find out more.

 

RogersTim

 

 

Re: Ignite TV - 4K Channels errors, macroblocking

jjjjy7
I'm a Reliable Contributor

Yes. It was escalated.

Re: Ignite TV - 4K Channels errors, macroblocking

RogersTim
Community Manager
Community Manager

Thanks, @jjjjy7

 

It may take 24 to 48 hours for our support teams to get back to you with the resolution or next steps.

 

Please keep us updated,

RogersTim

Re: Ignite TV - 4K Channels errors, macroblocking

ritzcracka
I've Been Here Awhile

I'm also having this having with TSN 5 4k, and frequently Sportsnet 4K as well. I also know another person who just recently got Ignite TV who is having the same problems in a completely different part of the city.

Rogers is sending a tech out to look into it, but my guess is that it's an infrastructure issue on Rogers end.

Re: Ignite TV - 4K Channels errors, macroblocking

jjjjy7
I'm a Reliable Contributor

I received a call yesterday indicating the issue had been resolved and my ticket was closed.  Unfortunately it was not resolved, and now in addition to TSN 4K not working, Sportsnet 4K is giving me the same error.  I had a tech at my house and he changed the box, but beyond that said there was nothing he could do.  They have opened another ticket. 

Re: Ignite TV - 4K Channels errors, macroblocking

ritzcracka
I've Been Here Awhile

Yep I'm having the exact same issues with Sportsnet 4K now as well.

Re: Ignite TV - 4K Channels errors, macroblocking

jjjjy7
I'm a Reliable Contributor

Received a call from Rogers that the issue was resolved and second support ticket closed.  Not sure what they did differently, but no issues with Sportsnet 4K so far.  Will have to wait to test TSN4K as they are currently not broadcasting. 

Re: Ignite TV - 4K Channels errors, macroblocking

@jjjjy7 - Thank you for updating the Community; I'm glad the Sportsnet 4K issue was resolved. Keep us posted with TSN 4K feed. 

 

@ritzcracka - I'm optimistic the Sportsnet 4K channel is not yielding that XRE error for you as well. If it's otherwise, please let us know. 

 

Thanks,

RogersMoin

Re: Ignite TV - 4K Channels errors, macroblocking

ritzcracka
I've Been Here Awhile

Unfortunately it’s not fixed at all. If anything it’s worse. None of the 4K channels appear to work properly for many subscribers in the Ottawa area. The rest of the channels and the on-demand stuff all work fine. The internet works great, and Netflix and Amazon Prime both stream 4K content flawlessly, so it doesn’t seem to be an issue with the connection.

Re: Ignite TV - 4K Channels errors, macroblocking

Hello, @ritzcracka.

 

Thank you for your continued patience. I appreciate clarifying the Internet, other channels and On Demand are working fine. We can run a few tests to collect the required data and submit a ticket on your behalf. Please send us a private message at @CommunityHelps. You can find details about our private messaging in this blog.

 

Cheers,

RogersMoin

Re: Ignite TV - 4K Channels errors, macroblocking

JG24
I Plan to Stick Around

I'm in the Ottawa area and always get error XRE-03090 on SN4K (Sportsnet 4K). My cases have been getting closed as tech support has "investigated" and not found any issues. They are escalating again.

Re: Ignite TV - 4K Channels errors, macroblocking

jjjjy7
I'm a Reliable Contributor

Was hoping to watch TSN4K tonight, but back to the same error:

 

"Sorry, we're having some trouble. Please try playing this program again. Still having trouble? You may need to choose another program. XRE-03090"

 

I have had two tickets related to this issue, and each time I get an automated message the next day saying the issue has been resolved.  How do you know it's been resolved?  Nobody calls to ask me.

 

There certainly seems to be an issue with 4K in the Ottawa area.  This has been going on for some time, would be nice if the issue was actually addressed.

Re: Ignite TV - 4K Channels errors, macroblocking

RogersAndy
Retired Moderator
Retired Moderator

Hey @jjjjy7!

 

That's terrible news :(! Have you had another ticket escalated yet to investigate? It's definitely concerning that this is such an ongoing repeat issue.

 

@RogersAndy

Re: Ignite TV - 4K Channels errors, macroblocking

polygon09
I Plan to Stick Around

Count me as another unlucky Ottawa customer when it comes to 4K content (Ignite was installed about a week ago):

 

- Playback of one of the TSN4K channels works for about 5-10 seconds on first tune, before it freezes, and finally the channel changes back to the previous channel with the error dialog:

20190727_215344.jpg

If I tune away to a different channel, then come back to TSN 4K, the behavior repeats.

 

- Re: the Stingray 4K channels, no problems at all with CH983 (NOW4K).  But with CH984 (FST4K), upon tuning to the channel I get 5 working seconds before the image freezes/pixelates, while audio continues:

20190727_215429.jpg

 

- Also, while I don't have the playback issues with SN4K, the Blue Jays home broadcasts on that channel don't appear to be 4K; it shows the 'SNO' digital graphic, instead of the expected 'SN4K' (unless there has been some issue with Jays 4K broadcasts in general that I'm not aware of).

 

Support did the usual remote reboot of modem to no success, so issue has been escalated to eng support, we'll see what happens.

Re: Ignite TV - 4K Channels errors, macroblocking

jjjjy7
I'm a Reliable Contributor

Why bother opening another ticket... so I can get a automated call 24hours later telling me the issue has been resolved.   

Re: Ignite TV - 4K Channels errors, macroblocking

JG24
I Plan to Stick Around

I confirm I am seeing the exact same behaviour on FST4K.

Re: Ignite TV - 4K Channels errors, macroblocking

polygon09
I Plan to Stick Around

Another data point: I did a cloud recording of a program on FST4K, and that played back perfectly (without freezing/pixelation).  So with these issues, there appears to be some correlation between live programming and these 4K channels in the Ottawa region.

 

Edit: I take that back, lol; I made multiple recordings off FST4K, and a different recorded program showed the issue

Re: Ignite TV - 4K Channels errors, macroblocking

polygon09
I Plan to Stick Around

About my observations with SN4K, I see the following on CH507, it looks like the wrong feed is being associated with that supposed 4K channel, where I should be seeing the SN4K logo at the top-right corner:

20190728_132057.jpg

 

For example, I was expecting something like the following, see the same top-right corner (not my picture):

 

(I understand this thread was opened originally about TSN4K, but seeing how it has evolved to a "general 4K in Ottawa" discussion, thought I would keep the good vibes going :))

Re: Ignite TV - 4K Channels errors, macroblocking

57
Resident Expert
Resident Expert

I see that you're on 507. In Toronto SN14K is on 997 and SN4K is on 998. Do you have those mapped channel options in Ottawa?  (I don't get 4K since I still use a NB3 (9865) but am looking strictly at my guide).



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