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New TV plus box artifacts in picture with freeview

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15 REPLIES 15
SID 6581
Conversation Starter

Hi,

 

I recently received an email stating my TV recorder box was no longer to receive updates and that I can order the latest one for £50 which I did.

 

The box arrived last week and we've been recording all week.  However we've gone to watch the recordings tonight and every 30 seconds or so the picture gets lots of artifacts and the sound cuts out for a second or two.  After seeing this I tried live TV (we usually watch live TV through the TVs built in tuner) and it happen there too.

 

We use the aerial pass through on the box and the picture using our TV tuner is solid and we haven't had any issues since putting the new box in.

 

As we have the old box I've tried that too and everything is fine with that so there's nothing wrong with the cabling.

 

We've been very impressed how much quicker the box is to use, but the artifcact issue is very disappointing.

 

Could you please advise what can be done?

 

Thanks in advance 🙂

Divsec
Community Star

Hi @SID 6581 your post has been flagged for assistance and you should hear back on Monday unfortunately the team here work office hours. Please check your community profile and add your landline phone number if necessary.

Regards Divsec, I don't work here, know little, and have too many opinions.
SID 6581
Conversation Starter

Thanks divsec, I just posted whilst the issue was fresh 🙂

 

I've been scouring this forum since posting and seen a suggestion of retuning without the aerial attached and once again connected.  So far BBC1 is artifact free!  The post found it in the problem returned quickly so I'll watch live TV via the box this weekend and report back Sunday evening.

 

 

Divsec
Community Star

Hi @SID 6581 good idea, there is so much sound experience floating around in the forum very few issues are "new'.

Rebooting the box can also help 

Regards Divsec, I don't work here, know little, and have too many opinions.
fre55die
Community Star

Hi @SID 6581 I'm probably being thick BUT what do you,mean by " artifact free! "

 

Try a maintenance reset as follows :

 

Turn the box off, then unplug the power lead for about 10 minutes.

Re-plug in power  lead.

  1. Ensure the YouView Box is switched off and is currently connected to the router (the YouView Box will require an internet connection).
  2. Power on YouView using button at the back of the YouView Box.
  3. Start YouView using the power button on the YouView Box front panel and then quickly press and hold both the + and – buttons on the front panel. If you haven’t pressed the buttons together by the time 'YouView Waking Up' is displayed, or you see the 'YouView please wait...' message then try again.
  4. Let go of the + and – buttons once the 'Huawei – Maintenance Mode menu' is displayed.
  5. The + and – buttons on the front panel will navigate the menu. Keep pressing the – button until 2 “factory reset keep recordings” option is highlighted. If you go past the option, simply press the + button to navigate back to the option.
  6. Press the power button on the YouView Box front panel to select the option. This will bring up some information and ask 'Do you want to proceed?'. Press the power button again to confirm.
  7. The YouView Box will now show a progress bar as it downloads software from the internet and installs on the YouView Box. This may take several minutes. Once complete, the YouView Box will restart.
  8. Once the YouView Box restarts, the YouView Box will show the initial setup wizard. You will need to run through the setup wizard including tuning the channels.

You will then need to reset your personal settings (such as parental controls / Antenna Out / Surround Sound etc.) and also reset your scheduled recordings (might be worth taking a note of future recordings before doing this so you don’t miss any).

It is also a good idea to restart your router once you have done this.

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
fre55die
Community Star

Hi @SID 6581 

 

If it is freeview related, Unplug the aerial, retune without it connected, it will show nothing found, plug in aerial and retune. Do the Maintenance reset as Well.

 

 

If this has helped and solved your problem, please mark it as Best Answer so that OCE's or others do not spend time looking for alternatives.
SID 6581
Conversation Starter

Unfortunately whilst it  has been alot better than it was originally after doing the "tune with no aerial” tip, the artifacts have now returned.  No sound drops anymore but quite a few artifacts  which of course get annoying very quickly.

 

As before the picture via the TV tuner, which is fed from the TV plus box, is faultless, as is the previous box.

 

Can you please advise what can now be done?

Community Team

Hi

 

Would you like me to swap out the box and try another ?

 

Thanks

 

Karl. 

SID 6581
Conversation Starter

Yes please 

Community Team

Hi

 

Done.  Order placed and box will soon be on it's way.

 

Thanks

 

Karl. 

SID 6581
Conversation Starter
Thank you very much, are instructions for returning the faulty one included?
Community Team

Hi

 

A returns bag has also been sent.

 

Thanks

 

Karl. 

SID 6581
Conversation Starter
Smashing, thanks once again for your prompt replies and help, it is very much appreciated 🙂
Community Team
SID 6581
Conversation Starter

The new box arrived today thank you, very impressed how quick it got here.

 

Even better is that we've been using it this evening and there have been zero artifacts and zero audio drops 🙂  I'll get the faulty one in the post by Saturday at the latest.

 

Thank you again for your help, top notch support as always.