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Nextbox 3.0 audio drop

Jimp
I Plan to Stick Around

HI,

I recently switched from 8642 to Nextbox 3.0 PVR.

Since the switch my recorded shows during playback experienced audio drop out.  Problem has existed recording a variety of channels.

Rogers sent tech out and didn't have any suggestions so he switched out with a new box.

I watched a show last night and also recorded.  While watching live the audio was fine, but when I played the recording the audio drop outs were there?

Not sure where to go as Rogers does not seem to have an answer.

Thanks

 

 

***Edited labels***

158 REPLIES 158

Re: Nextbox 3.0 audio drop

57
Resident Expert
Resident Expert

This is obviously not a box issue as outlined in my most recent post (146).  You can check for yourself since it shows the incoming signal in the diagnostics.

 

Ignite has a different set of issues and I believe that recorded programming still sends you improperly encoded DD5.1 where the audio comes out the LF & RF channels only.  This is discussed in another thread in the Ignite forum.   A workaround with Ignite is to set the audio output from the box to "other" instead of "DD", but that's just as bad as what we're encountering here and it's on every channel, not just some.

 

I was hoping to hear from @CommunityHelps .  It's only a couple of business days. If I don't hear back here soon, I'll contact OOTP and I encourage others to do the same.

 

https://www.rogers.com/consumer/contactus/share-a-concern



Re: Nextbox 3.0 audio drop

Square
I'm a Reliable Contributor

I reconnected my AVR and oddly I now get Global and CTV in DD 5.1 on Ignite.   Yes, the Recordings are still in Stereo!  @RogersCorey stated back in November?, that this will be fixed shortly?, so 6 months is shortly in Rogers World?, lol  Yes, OOTP is the best way to get a answer at least.

Re: Nextbox 3.0 audio drop

lawson1
I Plan to Stick Around
3 boxes later was actually because the first 2 they gave me didn’t even work! But of course they had to “make sure it wasn’t the box”. They also made me try a different power supply...wasted my whole morning.

Re: Nextbox 3.0 audio drop

lawson1
I Plan to Stick Around
What did reconnecting your AVR equipment consist of?

Re: Nextbox 3.0 audio drop

Square
I'm a Reliable Contributor

I use a Dolby Atmos sound bar now.  I just listen to the 2 surround speakers to tell if I receive surround on my recordings.  Yesterday, I hooked my old AVR that shows what sound is coming out, like DD or Pro Logic, etc on the front of the AVR to test out all the channels on Ignite.  Most of the live channels are DD 5.1, CP24, TVO, CBC, etc are still not true DD or are Pro logic.

Re: Nextbox 3.0 audio drop

lawson1
I Plan to Stick Around

Believe it or not, they escalated my case and then reported that it was an outage issue which was fixed and that case was closed.

 

Of course, nothing is fixed on my end.

 

Thanks Rogers for continuing to amaze me with no real answers or results.

Re: Nextbox 3.0 audio drop

57
Resident Expert
Resident Expert

Since we haven't heard anything from @CommunityHelps , I sent the following just now to:

 

https://www.rogers.com/consumer/contactus/share-a-concern

 

Hello: I’m a Rogers digital cable customer in Toronto. For the past few days many of the channels that used to be DD5.1 (proper surround sound) have been changed to 2-channel PCM. This downgrade of the audio causes a poorer audio experience for those with Surround Sound systems.

 

Here’s a thread on the topic on your forum:

 

https://communityforums.rogers.com/t5/TV/Nextbox-3-0-audio-drop/m-p/460939#M52186

 

Here’s a list of some of the channels affected (Toronto) – there are probably more, but I scanned the 200 channels from 2-100 and 500-599.

 

11, 12, 13, 15, 19, 35, 36, 48, 54, 55, 58, 64, 67, 68, 69, 74, 75, 76, 77, 82, 83, 86, 89, 92, 95, 96, 97,500, 504-508, 511, 515, 516, 521, 537-541, 549, 551, 552, 554-566, 579, 584, 585, 591, 599, also 486-494.

 

You can test this yourself by going into the diagnostics of a set top box (you probably need to be in Ontario).

 

Tune to a channel and go into the STB diagnostics - Hold Exit key until power light blinks, click down arrow twice in quick succession, followed by the number 2. Audio information is under:  Manufacturing Diagnostics - Platform Status - Audio Channel Info.   The "Audio Format" will show LPCM for the PCM channels.  It will show AC3 for the DD channels. You can change channels by clicking the Ch+/- buttons. Click Exit to exit.

 

Please fix this. This represents a degradation in your service to your customers.


 


I encourage others to do the same.



Re: Nextbox 3.0 audio drop

57
Resident Expert
Resident Expert

I got a call back today from OOTP, but I'm not sure he totally understood the situation. He mentioned the fact that the audio is "variable" and that Rogers is aware of audio problems, which it certainly is on Global.  I explained to him that our particular issue is not regarding variable audio, but rather PCM instead of DD5.1. Perhaps they have switched to PCM instead of DD5.1 as an attempted workaround for variable audio.  

 

He said he'd call back next week...  I'll advise if I hear any more.



Re: Nextbox 3.0 audio drop

lawson1
I Plan to Stick Around

Appreciate your help!

Re: Nextbox 3.0 audio drop

HughR
I Plan to Stick Around

Old NextBox has some silent patches in recordings of some channels

I have a NextBox Explorer 8642hd.

I mostly record two channels: TCM and MSNBC.

TCM recordings are fine.  Also watching it live is fine.

MSNBC recordings have silent spots once in a while (perhaps 10 or 20 times in an hour).  The silence is at most a few seconds.  The video looks fine.

When I've listened to MSNBC live for about half an hour.  I haven't heard any silent spots.  Perhaps that's too short a test.

 

I've rebooted the PVR and the problem remains.

 

What could this be?  What should I do to fix it?

 

I think I understand the architecture of the system but I have trouble imagining a model that explains this.  Grasping at straws: perhaps the MSNBC signal has higher bandwidth than the recording part of the PVR can handle and it is being driven into misbehaviour.

Re: Nextbox 3.0 audio drop

HughR
I Plan to Stick Around

Is a NextBox Explorer 8642hd a NextBox 3?  I don't think so.  That's why I started a different thread.  But my posting was moved to this thread.

 

I should have mentioned that the PCR sends the combined audio and video signal to the TV through an HDMI connection.  The TV is FullHD.

Re: Nextbox 3.0 audio drop

57
Resident Expert
Resident Expert

In April of this year many of the channels that normally have DD5.1 audio changed to two-channel PCM, as discussed in post 154 of this thread, link below:

 

https://communityforums.rogers.com/t5/TV/Nextbox-3-0-audio-drop/m-p/461070#M52209

 

I noticed this evening that this issue seems to be resolved.  All of the DD5.1 channels are now DD5.1 again. As a matter of fact CNNHD (ch 33) is even DD6.1, which I have seen on very rare occasions years ago when Corner Gas aired in DD6.1.  Obviously the channels that were DD2.0 before are still DD2.0.  I haven't had a chance to see if this has resolved the issue of significant volume difference between some channels.  I'll do some testing in the next few days to see.

 

Thanks Rogers for giving us back DD5.1, which was especially missed on TCM, Crave, HBO, etc.



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