Netflix issues

Discussion in 'TiVo Series3 HDTV DVRs' started by TiVoStephen, Dec 15, 2008.

  1. Dec 15, 2008 #1 of 992
    TiVoStephen

    TiVoStephen formerly TiVoOpsMgr

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    Alviso, CA, USA

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    Thanks everyone for using Netflix (as well as reporting the various issues some of you have experienced). I wanted to reiterate all of the known issues with Netflix, some of which have been discussed in other threads.

    * Bad assets / Lip sync issues

    If you watch a video and see excessive macroblocking or jerkiness, or lip sync issues, please contact Netflix at 1-877-NETFLIX (638-3549) to report the issue.

    An asset is bad if you can reproduce the issue consistently.

    Please note that the original PC client, XBox 360 units, and Roku units use a different set of video files than TiVo DVRs and the PC Silverlight player. Also, each video may be encoded in up to four different quality settings, and not all of the encodes may have the same issue. That's why Netflix would like customers to contact them via the phone regarding this issue, so that their agents, who are trained on the proper procedures, can assist with troubleshooting and diagnosis.

    * Blank video for the first several seconds of playback

    Users may experience a condition where during initial playback start, or resumption of playback after trickplay, you will hear the audio, but video takes several seconds to appear. Once the video appears, playback should be normal and be working correctly.

    * Issues regarding the maximum number of concurrent streams

    Occasionally you may begin playback of a Netflix video on a device (whether a PC, XBox, Roku, or TiVo DVR) and encounter an issue where Netflix servers believe you are still playing back a previous video on one of these devices. Depending on your type of account, you may not be able to proceed with a new video playback session. Netflix's servers still believe that the original video is being played back in the previous session. This should clear itself automatically in most cases in two hours or twenty-four hours. If you have any difficulty, please contact Netflix customer support.

    * Issues regarding freezes and reboots

    If you lose network connectivity (for example, if your router is unplugged or your ISP has a hiccup or the cat chews through the Ethernet cable) while watching a Netflix video, you may experience a rare issue with your DVR becoming completely unresponsive to the remote.

    If your DVR does freeze, the only solution is to reboot the unit.

    However, if you still do not have network connectivity during the boot up process, the boot will not finish. So you MUST have a working network to reboot, if you experience a freeze while using the Netflix application. If your reboot seems to take a long time (e.g. more than 5 minutes) we suggest that you confirm your network is up and running (e.g. verify with a PC on the network).

    We're continuing to investigate this issue and are working on a fix for a future release.

    We apologize for these problems and thank you for your patience.
     
  2. Dec 15, 2008 #2 of 992
    jrm01

    jrm01 New Member

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    I keep getting a recorded message "I'm sorry your call cannot be completed as dialed" when dialing XXX-XXX-XXX.:)
     
  3. Dec 15, 2008 #3 of 992
    TiVo Steve

    TiVo Steve New Member

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    Seattle WA.
    That's strange... I got dial-a-pornstar...
     
  4. Dec 15, 2008 #4 of 992
    TiVoStephen

    TiVoStephen formerly TiVoOpsMgr

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    Corrected. :)
     
  5. Dec 15, 2008 #5 of 992
    Krellion

    Krellion ...

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    I'm always having this problem! :D

    Thanks for the info.
     
  6. Dec 15, 2008 #6 of 992
    Iluvatar

    Iluvatar New Member

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    Jul 22, 2006
    TiVoStephen,

    Do you have any information on the sound issues with Netflix where 95% of the videos cause the audio output over HDMI to sound much higher pitched than normal which effects even the TiVo system sounds (beeps and boops) after exiting the Netflix app on the Main menu and the NPL. Netflix is pretty useless unless you switch to using component cables.

    It has been discussed in this thread.

    Thanks.
     
  7. Dec 15, 2008 #7 of 992
    Dssturbo1

    Dssturbo1 New Member

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    Feb 22, 2005
    thats because your missing a digit......add that last X and it should go through.
     
  8. Dec 15, 2008 #8 of 992
    moyekj

    moyekj Well-Known Member

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    Mission...
    TivoStephen, there is also one more obscure bug that has been observed to add to your list:
    After using Netflix application one is unable to see formatting changes on Closed Captions. Only a reboot (and avoiding use of Netflix) will fix it.
     
  9. Dec 15, 2008 #9 of 992
    rainwater

    rainwater Active Member

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    Yeah, I had to switch to using the toslink cable to fix the problem. It is impossible to watch content using HDMI with the sound messed up. However, it doesn't bother me as it works fine with my workaround.
     
  10. Dec 15, 2008 #10 of 992
    plumeria

    plumeria New Member

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    Did you plug the toslink in to a receiver or in to the TV? As you may know many of us (all using Pioneer receivers?) are unable to get any audio signal via toslink and have to use RCA cables :-(

    thanks

    peter
     
  11. Dec 15, 2008 #11 of 992
    TiVoStephen

    TiVoStephen formerly TiVoOpsMgr

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    Jun 27, 2000
    Alviso, CA, USA
    We're researching the audio issues. If you experience this problem, can you please send me an e-mail (not a PM) to estephen@tivo.com with the following information?

    TiVo Service Number from System Information
    Brand of audio receiver (if applicable) and brand of TV
    Type of cable used to connect

    We're also researching the closed caption settings issue.

    Our apologies to those who have experienced any issues.

    Best regards,
    Stephen
     
  12. Dec 15, 2008 #12 of 992
    tcorning

    tcorning Member

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    Nov 14, 2001
    South Shore...
    I just got home from being away a few days, and had the NetFlix
    announcement on both my TivoHD and S3. I have NOT watched anything
    on NetFlix and have not even selected the "Start NetFlix" option.

    I've had the following issues:
    THD - Once while watching a pre-recorded show, the screen went gray
    and any button presses gave the "bonk", like the Emergency
    Alert broadcasts used to do. But it lasted much longer (at
    least a couple of minutes) and then went to Live TV.

    THD - Once while watching the same pre-recorded show, TiVo went
    to Live TV and gave the "bonk" response for any keys. This
    went on for a few minutes.

    BOTH- Both the S3 and TiVoHD recorded only Partials of Big Bang
    Theory tonight - 29 minutes. There was no interruption in
    the cable signal, as the S3 was also recording Chuck and
    has no interruptions. Strange that both were the same
    duration.

    Since the NetFlix option is the only change since last week, it
    seems the likely cause of these issues. I was also talking to a
    friend who has seen the same issues, coincidentally around the
    same time as I was seeing them.

    Ted
     
  13. Dec 15, 2008 #13 of 992
    TiVoStephen

    TiVoStephen formerly TiVoOpsMgr

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    Ted, if you haven't used the Netflix application, then this thread doesn't apply to you. The Netflix application itself doesn't change any of the code on your box. (The Netflix application runs on our servers, not on your box.)
     
  14. Dec 15, 2008 #14 of 992
    TiVoStephen

    TiVoStephen formerly TiVoOpsMgr

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    Jun 27, 2000
    Alviso, CA, USA
    If you have experienced a hard reset (like in this thread http://www.tivocommunity.com/tivo-vb/showthread.php?t=412618), and your unit does not boot up, please make sure your DVR has a working network connection. Especially check the wired cable, and that the wireless adapter is working.

    If after confirming that the network is restored, and your unit still does not boot up, please send me an e-mail (estephen@tivo.com) with the following information:
    * TiVo Service Number
    * Router model/make information
    * Your zip code
    * Your ISP

    Best regards,
    Stephen
     
  15. Dec 15, 2008 #15 of 992
    tcorning

    tcorning Member

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    Nov 14, 2001
    South Shore...
    Fair enough, it just seemed to coincidental that it happened right
    after it was enabled, and on both boxes at the same time.

    Thanks.
    Ted
     
  16. Dec 16, 2008 #16 of 992
    morac

    morac Cat God TCF Club

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    Does this also cover the following case.
    On some videos, the video starts to play and then all the sudden a "retrieving popup" occurs and the video fast forwards and plays a bit and the "retrieving popup" occurs again. This happens over and over. It only seems to occur on S3 TiVos (HD/XL is fine).

    Is this something that Netflix has to fix?

    I've seen cases on some videos (Pan's Labyrinth for example) where there is no audio for about 15 seconds then all the sudden it will pop in and work. I can then rebuffer go back to the beginning and the audio will play. Once again this seems to only affect my S3. Is this related?
     
  17. Dec 16, 2008 #17 of 992
    prices10

    prices10 New Member

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    Same here - lock-ups/reboots started happening last night. I got the version 11 download on Friday, last night I tried the 'Start Netflix' option but didn't set up an account. Right after that all hell broke loose, freezing, pixellation, partial recordings and at least 3 reboots.
     
  18. Dec 16, 2008 #18 of 992
    rainwater

    rainwater Active Member

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    It goes straight to my Sony receiver. I have not had any issues with this setup.
     
  19. Dec 16, 2008 #19 of 992
    S3-2501

    S3-2501 New Member

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    I have a Series 3 and a TivoHD. Everything with Netflix has been fine on the TivoHD, but I have only been able to get one show to play on my S3.

    On the S3, the program starts and I either get audio only or video only. This does not resolve on its own. The one show that I got to play correctly was an old 4:3 cartoon. The other shows (that have failed to play properly) have been 16:9 ratio. These programs also stop repeatedly when first playing while the "retrieving" box repeatedly pops up. It seems almost like the S3 can't handle the throughput or something. Eventually the "retrieving" boxes stop and I am left with either only sound or only video.

    I have tried restarting the shows, fast forwarding/rewinding, exiting and restarting the Netflix app, but noting fixed the problem. Just now I hit the Tivo button to exit Netflix and my S3 became non-responsive, requiring a hard reboot.

    Both my S3 and TivoHD are connected wirelessly, with signal strength ranging from 80-90%. No network problems are apparent.

    While composing this message, I tried playing a show once more, and it appears that my S3 has now locked up on the episode synopsis screen in the Netflix app. Off to reboot the box I go...

    Please fix these issues Tivo! Again (to clarify) My TivoHD is working fine with Netflix, it's just my S3 that seems to be having these issues.
     
  20. Dec 16, 2008 #20 of 992
    plumeria

    plumeria New Member

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    Fremont, CA
    Thanks for clarification. Strangely enough I was playing Pans Labyrinth and had the toslink connected to the receiver by mistake - it normally does not work. However, the introduction "Showtime" trailer just before the movie started played fine, but as soon as the movie started there was silence. At that time I connected up the RCA cables.

    Sound like a digital audio encoding issue and the way the Pioneer is handling it.
    It has had no issues with anything else thrown at it up until now.

    peter
     

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