IMG 2.0 "Loading" Problem.

[freedoms1]

Since getting the new IMG 2.0, I've developed a curious problem.

When I stop a recording and then hit the back (<) button on my remote to go to Live TV, I get a "Loading" box at the top of my screen that won't go away.

That renders my remote useless, because it will become unresponsive until I turn-off my STB, and then turn it back on.

I'd thought I might have been the only person who has this problem, until I checked dslreports.com and found one other person who is as perplexed as I am about this problem.

I've rebooted the system, and it still happens everytime I stop watching a recording.

I've never had this kind of problem before.

[Justin46]

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@freedoms wrote:

Since getting the new IMG 2.0, I've developed a curious problem.

When I stop a recording and then hit the back (<) button on my remote to go to Live TV, I get a "Loading" box at the top of my screen that won't go away.

That renders my remote useless, because it will become unresponsive until I turn-off my STB, and then turn it back on.

I'd thought I might have been the only person who has this problem, until I checked dslreports.com and found one other person who is as perplexed as I am about this problem.

I've rebooted the system, and it still happens everytime I stop watching a recording.

I've never had this kind of problem before.

---

What happens if you hit the Exit button instead? I have never tried what you are doing, I hit Stop, then I usually delete the recording, and then hit Exit. Works every time for me.

However, I just tried your process and yep, the "loading" box appears and apparently won't go away. And the box won't honor channel change commands, etc. But it did honor the power off command from the remote, and then the power on, and all seems well at that point.

Does seem like a bug; I suggest you create a login at DSLReports.com if you don't have one, go to the Verizon Direct forum, and report the problem, I think this is the best way to report problems to Verizon and get responses as Verizon employees staff that forum.

__________________________________
Justin
FiOS TV: Extreme HD, Internet: 50/50, Digital Voice
VMS Enhanced Service: 1 server, 2 clients
Keller, TX 76248 (VHO 1)

[freedoms1]

Thanks, Justin for your quick reply, and your understanding of the problem.

Yes, I've posted a similar response on dslreports, but below the fellow who has the same problem.

I'll also make sure to post it on the Verizon Direct forum.

I've noticed that the back button doesn't function the same way it did with the older IMG.

If you go to your guide, and then press the back (<) button, the guide seems to want to take you to the On Demand version of the show. That's strange too.

Personally, I think it looks like a solution to a problem - that nobody really had.
If people want to go to On Demand, they can select in the menus.

Thanks again.

e.a.o.

[Justin46]

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@freedoms wrote:

Thanks, Justin for your quick reply, and your understanding of the problem.

Yes, I've posted a similar response on dslreports, but below the fellow who has the same problem.

I'll also make sure to post it on the Verizon Direct forum.

I've noticed that the back button doesn't function the same way it did with the older IMG.

If you go to your guide, and then press the back (<) button, the guide seems to want to take you to the On Demand version of the show. That's strange too.

Personally, I think it looks like a solution to a problem - that nobody really had.
If people want to go to On Demand, they can select in the menus.

Thanks again.

e.a.o.

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You are correct about the Back (<) button in the Guide. That is specifically an ENHANCEMENT to the Guide to make it easier to find On Demand versions of programs. Apparently Verizon had complaints that VOD versions of programs took too many keystrokes to find or something. But anyway, it is working as designed....

__________________________________
Justin
FiOS TV: Extreme HD, Internet: 50/50, Digital Voice
VMS Enhanced Service: 1 server, 2 clients
Keller, TX 76248 (VHO 1)

[freedoms1]

Thanks again.

I'm having problems finding the Verizon Direct forum.

Do you know the link to that forum.

[Justin46]

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@freedoms wrote:

Thanks again.

I'm having problems finding the Verizon Direct forum.

Do you know the link to that forum.

---

https://www.dslreports.com/forum/vzdirect

__________________________________
Justin
FiOS TV: Extreme HD, Internet: 50/50, Digital Voice
VMS Enhanced Service: 1 server, 2 clients
Keller, TX 76248 (VHO 1)

[freedoms1]

Thanks, I've posted it there too!

[freedoms1]

After three chat sessions, and several forum posts, Verizon has confrimed that there is a problem with freezing in the new IMG 2.0. If you use your "Back" button to return to Live TV after watching a recording, you'll get a "LOADING..." message at the top of your screen, your system will freeze for several minutes!

The only way to "unfreeze" your system is to turn-off your STB, and to turn it back on.

[Justin46]

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@freedoms wrote:

After three chat sessions, and several forum posts, Verizon has confrimed that there is a problem with freezing in the new IMG 2.0. If you use your "Back" button to return to Live TV after watching a recording, you'll get a "LOADING..." message at the top of your screen, your system will freeze for several minutes!

The only way to "unfreeze" your system is to turn-off your STB, and to turn it back on.

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That at least confirms what you saw and what I was able to reproduce. Did they give you any idea when a fix might be available? Using the Exit button instead does work ok for me, does it also work for you?

__________________________________
Justin
FiOS TV: Extreme HD, Internet: 50/50, Digital Voice
VMS Enhanced Service: 1 server, 2 clients
Keller, TX 76248 (VHO 1)

[freedoms1]

Justin, they told me they'd back to me within 24 hours.

I don't know how a fix could be made for this, since it's apparently system-wide.

Yes, I've used the "Exit" button and that DOES work.

However, I'd always used the "back" to return to previous screens. Sometimes, I don't want to completely exit to Live TV first.

Hopefully, they'll find a solution.

Thanks for your reply, by the way!

[freedoms1]

Justin, Here's a new, and troubling development.

I was a little concerned about the fact that Verizon told me that they'd contact me within 24 hours to let me know if they have a "fix" for the problem.

After nearly 48 hours, I contacted chat, but all they wanted to do was a "cold" reset.

So, I called, and while I was going over the problem, I got another call from Verizon.

They did TWO resets, and the problem STILL exists.

I WAS THEN TOLD THAT IT WASN'T A SOFTWARE PROBLEM. THAT THEY'D REPLACE MY (BRAND SPANKING NEW) STB. I just got this "Quantum" stuff a few weeks ago, and I had little problems with it, until they upgraded everybody's IMG to 2.0.
Keep in mind, I've seen a number of people who have this "freezing" problem, but Verizon is now saying it's the USER'S systems - NOT THE SOFTWARE.

UNBELIEVABLE!

[Justin46]

Freedoms,

I really don't see how they can call it a hardware problem if it worked correctly on the prior software level. But of course it is their hardware and software, so I guess you really should just go with the flow and install the replacement box and see what happens. If it starts to work, who knows what it was? If it doesn't work, well then you have the ammunition to go back and try some more.

I see you registered for the Forums in 2011 so I presume you are not a new FiOS customer but instead converted from the traditional boxes to Quantum, thus you may already be aware that Verizon likes to throw hardware at problems rather than actually try to solve them. I don't understand it, but I guess it is somehow a cheaper method of possibly fixing problems.

It will be interesting to hear what happens when you get the new box.

__________________________________
Justin
FiOS TV: Extreme HD, Internet: 50/50, Digital Voice
VMS Enhanced Service: 1 server, 2 clients
Keller, TX 76248 (VHO 1)

[freedoms1]

Justin, Yep! I've had a long, and mixed experience with Verizon.

In fact, my email address still has "bellatlantic.net on the end of it.

I first signed up and sped along at 56K, then I multi-linked up to a whopping 128K.

But as Bell Atlantic/Verizon really got into the internet business, the tech support used to be so bad, that I develeoped my own web site (on a sub Domain) - "Bell Watch 2000," to collect complaints from across the country from their customers.

That site got so popular that it was even quoted in an article in the New York Times.

So, to some degree, I'm sort of experienced in these matters.
In fact, when they first rolled out fiber optics in the Pittsburgh area, I eventually got so ticked off with its performance, that I found myself talking to a Verizon VP, under the threat of writing a newspaper column about the service before it was completely rolled out in Pittsburgh.

I'm saying that to say, that, despite my GENERAL appreciation for Verizon, and its current tech support, I can smell a "deflection" of a problem - not an attempt to fix it.

I'll refuse to get a new STB, because I've been forced to take actions many times before (resets, refresshes, New ONTs, new routers), with no changed - until they fix their problems on their end.

[SinCara]

I just tried replicating this issue and I couldn't myself. The new update's working good for me so far.

[freedoms1]

I just tried it, and it still isn't updated on my end.

Did you reboot or something before you tried it?

[SinCara]

I didn't reboot before trying. I did reboot the box right after the update was pushed out very early this morning just because, but not since.

[freedoms1]

I'm glad you're not having that problem.

But as I mentioned a few messages ago, the Verizon tech support person (in order to duplicate the problem) ran a recording for several seconds; stopped it; hit the back button several times to get back to Live TV, and his system froze the same way.
You're probably one of the lucky ones!

[SinCara]

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@freedoms wrote:

I'm glad you're not having that problem.

But as I mentioned a few messages ago, the Verizon tech support person (in order to duplicate the problem) ran a recording for several seconds; stopped it; hit the back button several times to get back to Live TV, and his system froze the same way.
You're probably one of the lucky ones!

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I wonder if people in specific markets are seeing it. I know a lot of people with the new update in my area who also aren't seeing the same issue.

Hopefully things will be fixed for you soon.

[freedoms1]

.SinCara, This might be area specific. But I've posted the same information at dslreports, and somebody just confirmed they have the same issue. Except with theirs, they experience the "freeze" after deleting a recording.