topic Re: ITVX stops on 4k box after watching for 10 seconds in TV

ITVX stops on 4k box after watching for 10 seconds

fr8ys — Wed, 12 Apr 2023 09:36:49 GMT

@Karl-TalkTalk starting my own thread as the advice I gave on another thread did not help me either.

When I tested for the other OP, mine was ok.

Last night I hit the same glitch.

Played HOW for the grandchildren and after around 10 seconds the screen goes black.

When accessing resume it appears the programme was still running but no sound or vision, as the show has moved on.

Re: ITVX stops on 4k box after watching for 10 seconds

Karl-TalkTalk — Wed, 12 Apr 2023 10:11:16 GMT

Hi fr8ys

Thanks for testing and recreating the issue. I've reached out to Farrukh to see if there have been any recent updates pushed to the boxes, and also asked Lynne if she is aware of any app issues or feedback for similar issues. Once we know this, then we probably need to raise to Netgem to determine if it's a Netgem issue or ITV issue.

Thanks

Karl.

Re: ITVX stops on 4k box after watching for 10 seconds

Karl-TalkTalk — Wed, 12 Apr 2023 10:22:33 GMT

Hi @fr8ys

Can you just check what version of software your box is on ?

Thanks

Karl.

Re: ITVX stops on 4k box after watching for 10 seconds

Karl-TalkTalk — Wed, 12 Apr 2023 10:37:27 GMT

Also, just to add, if this is a single program only, then it can be an encoding issue and we can flag this, if it is happening to all content, then that's more serious and we can raise immediately.

Karl.

Re: ITVX stops on 4k box after watching for 10 seconds

fr8ys — Wed, 12 Apr 2023 11:55:49 GMT

Software version is 8.4.27-17 (Thu 08 Dec).

It seems intermittent and now I think of it (due to the date of update) at Christmas I had issues when trying to play Kate's Carol Concert.

I tried a couple of programmes and even HOW is playing today.

Re: ITVX stops on 4k box after watching for 10 seconds

Karl-TalkTalk — Wed, 12 Apr 2023 12:04:23 GMT

thanks for confirming.

Karl

Re: ITVX stops on 4k box after watching for 10 seconds

fr8ys — Thu, 13 Apr 2023 17:08:07 GMT

@Karl-TalkTalk it happened again tonight.

Programme played for 18 minutes and then went blank.

Everytime I tried to resume it then went blank after 10 seconds of watching. Tried another programme and that was affected too.

Re: ITVX stops on 4k box after watching for 10 seconds

Karl-TalkTalk — Fri, 14 Apr 2023 06:00:10 GMT

I've passed this info across, Lynne has raised a ticket to Netgem for investigation so I'm sure this info will be added to the ticket.

Karl.

Re: ITVX stops on 4k box after watching for 10 seconds

fr8ys — Fri, 14 Apr 2023 06:59:12 GMT

Thanks.