Stretch issue in 1.7
Guitarguyy
Enthusiast - Level 1

Hi all,

Unfortunately, I was one of the lucky 7000 series box owners who came to find that after the 1.7 image loaded, all of the guide data is now automatically STRETCHED to 16:9 even though it is in 4:3 format.

The implication is that all of my guide data (info popups, browsing the guide, setup, DVR menus, etc.) is now in the wrong aspect ratio for my TV. Everything displays stretched out. In the previous release, this was all displayed correctly, though in 4:3 format. Now, it is displayed stretched out in 16:9. The video window in the menus also distorts when using the guide.

As far as I'm concerned, this is a major bug in that there is no way to revert the behavior to how it was. I am very unhappy with the new behavior and this has turned out to be (so far) the only thing to tarnish a wonderful FIOS experience.While I would love a new, true 16:9 guide... I would very much like the original (correct) behavior over this stretchng behavior.

Hopefully the issue will be resolved as soon as possible. I hate to have created an awesome HD setup only to be foiled by an update that throws my guide content out of aspect ratio.

Is there a workaround for this issue? Any word on a fix coming?

Thanks,

-Guitarguyy

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24 Replies
Fitzy128
Newbie

I also have the "super stretched" guide issue but I am afraid to complain. 

It could be part of or related to the 1.7 IMG upgrade I received on 12/1/09 but every since the stretched version of the guide appeared, I have had no HDMI handshake issues.  The HDMI handshake issue caused my picture to go black several times an hour......switching from HDMI to component video cables did not correct it.   Was a source of tremendous aggravation....in fact I got so ticked off,  I started returning / exchanging my 7100 Series DVR boxes at the Verizon store every 2 weeks...thought they would enjoy sharing some of the pain.

The loss of video or HDMI handshake frequently seemed to be associated with switching in and out of the program guide or using the On Demand menu.  You could see the picture scramble, then go black, then the guide and / or On Demand menu would appear, then the video blackouts would start to occur.  That problem completely stopped with the new stretched guide!

Perhaps I am oversimplifying and some other fix was put in during the new 1.7 IMG download, but I am enjoying my FIOS HD experience again.   Just hoping I didn't jinx myself!

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Guitarguyy
Enthusiast - Level 1

This explanation I could almost understand. Maybe the repetitive changing of aspect ratios resulted in the HDMI handshake issue (which I also experienced, but it disappeared for me a mth or so before the 1.7 update... so I'm not sure what fixed it).It would explain this "quick and dirty" fix to get the issue resolved, at the expense of an UGLY guide. All just speculation, but I'd buy it.

I'm sure there had to be some sort of trade off like this occuring, since I can't imagine that the stretch change would be made lightly without someone raising a red flag. Still sucks though, and I hope we get a fix soon! 

I was in the FIOS section of a local furniture store the other day and noticed that some of the displays with the newer boxes had the stretched guides and it looked pretty bad to me. I commented about it and was told that they were "fixing this problem in the next release", whenever that is.

In the meantime, still waiting for a true 16:9 guide... 🙂

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demonstr8r
Enthusiast - Level 3

Fitzy128 wrote:
I also have the "super stretched" guide issue but I am afraid to complain.

@Fitzy128 - Why are you afraid to complain?  Other than wasting your time, wouldn't you agree that reporting issues frequently is the only way to get a resolution?


Guitarguyy wrote:

This explanation I could almost understand. Maybe the repetitive changing of aspect ratios resulted in the HDMI handshake issue (which I also experienced, but it disappeared for me a mth or so before the 1.7 update... so I'm not sure what fixed it).It would explain this "quick and dirty" fix to get the issue resolved, at the expense of an UGLY guide.


@Guitarguyy  - Not to nitpick or word-smith, but how was this consider a "quick fix"?  It has taken at least several months and most of us still don't have a fix.

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sjbernst1
Enthusiast - Level 2

When someone tells you that the stretched guide is there to prepare you for a true 16:9 guide then they are feeding you misinformation in order to get you to (edit) and stop complaining.  If they were really preparing you for a true 16:9 guide then the 6XXX series STBs would also have a stretched guide and not just the 7XXX series STBs.  Why couldn't they wait and just give everyone the true 16:9 guide when it was ready.  No, somebody screwed up and Verizon makes excuses.   Verizon usually counts on that most of their customers are naive and that they will believe anything they are told.  The truth is that Verizon screwed up the 7XXX series STB guides and now they are stuck with a bad result for the time being.  Why?  Proof again that Verizon does not research or beta test their upgrages before they actually implement them.  Two years ago, Verizon screwed up the SD PQ for the 6XXX series STBs by introducing 1.6 and it then took six months for the correction to be implemented with 1.6.2.  In the meantime, subs with 6XXX boxes were made to suffer with lousy SD PQ.  Some things never change.

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Mayimbe007
Enthusiast - Level 2

I am also experiencing this issue!  I thought it was just my box acting up.  So I tried resetting the box to no avail.  I don't think wasting 15 minutes on the phone with Verizon is worth it.  Hopefully they will have a fix for this...

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msnead53
Enthusiast - Level 2

I am also a victim of the stretched guide.  It looks terrible.  Readnig text that is stretched is painful to the eyes.  I'm going to try calling when I get home today as well.

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danspeca
Enthusiast - Level 1

All,

I phone Verizon tech support about this on 12/4 - I even provided the tech support person with the url of this thread - she logged it as an open item...the next day, my info box was no longer stretched (it appeared as a 16:9/wide version however, even on the SD channels)...

And I got a phone call today - a follow-up, asking me if they had solved my problem...I told them partially...was also told by the caller that one possible solution was to press the pound key once or multiple times - this apparently resets some width settings...am out of town, so can't try this fix until next week...worth a shot...

dan

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Guitarguyy
Enthusiast - Level 1

That's awesome that you had a open item logged! Hopefully it doesn't just get closed "no action".

The pound key is just the aspect ratio and zoom control for the box. That they asked you to try this confirms that they don't understand the problem, which is unfortunate. The problem is with the aspect ratio of the content itself being displayed. Using zoom, you can make the picture look "correct", but only for certain content.

I miss the old guide! I hope this gets fixed soon. It stinks that this problem also affects subtitles as well.

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Luckbad
Newbie

I was hoping this was unintentional. It's not just the guide that is stretched; the subtitles are stretched as well. I use subtitles, and this change has made it difficult to watch programming for me. I hope this is resolved soon so I don't have to switch services due to subtitle issues.

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demonstr8r
Enthusiast - Level 3

Am I the only one that cringes when I hear "it will be fixed in the next release"? How many months has it taken to get this far on the 1.7 release? And how many more months before every customer has the 1.7 release? Is it even feasible to believe that VZ will rollout a new release after 1.7 before 2011? I am suffering from a serious case of buyers remorse!!!

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michelliot
Enthusiast - Level 2

If it was only the guide I could ALMOST live with it.  I'm noticing that a few of the HD channels as well ,have been stretched i.e. the Speed, History, maybe Nat Geo  et al.  Loss of picture quality and enjoyment of viewing.  Shame.  I'm sure there's no overnight plans to remedy this either.  Again we have no choice.  Hopefully I'm wrong.

Good luck to all of us

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Justin46
Legend

@michelliot wrote:

If it was only the guide I could ALMOST live with it.  I'm noticing that a few of the HD channels as well ,have been stretched i.e. the Speed, History, maybe Nat Geo  et al.  Loss of picture quality and enjoyment of viewing.  Shame.  I'm sure there's no overnight plans to remedy this either.  Again we have no choice.  Hopefully I'm wrong.

Good luck to all of us


Are you saying the actual content of some HD channels are now stretched when before the new 1.7 level they weren't? If that is the case, that is really, really bad. I can't see it because I don't have a 7xxx box.

Some of the HD channels have always stretched some stuff when it is 4:3 content they are showing, I hate that and pretty much never watch any of those programs, but it is a very big surprise to me that the new IMG would actually do that to a channel's content. Can you give us some specific examples of specific programs on specific channels?

And yes, I would bet there are no plans to back away from this, probably the only hope is that enough people complain through the official channels.

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7C, Build 09.83
Keller, TX 76248

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Justin46
Legend

Guitarguyy,

You are not the first person I have seen complain about this new "feature" Smiley Very Happy Unfortunately it does appear to be intentional, in preparation for a true 16:9 Guide to come some time in the future. I have a QIP6416 DVR and it does not show the stretched Guide, etc, I don't know whether to be happy that I don't see it or unhappy that apparently I will never see the true 16:9 Guide on my box.

Two suggestions, do either or even better both:

1) Call the FSC and complain (1-888-553-1555). If you are one of the many who hate to call, you can frequently get through the electronic maze faster by saying "agent" at every opportunity (usually only a couple) until it asks you if you want to speak to an agent, then say "yes" and you should be good to talk to an actual live person pretty quickly.

2) Go to dslreports.com and post your complaint in the Verizon Direct forum at that site. If you are not already a member there you will need to register before you can post. Registration is free. The Verizon Direct forum is staffed by Verizon employees, and only they and you can see your posts and theirs. 

My view is the more complaints they see on any issue means it is at least somewhat more likely Verizon will take action to correct the problem. Just posting here unfortunately doesn't seem to do the job, most posts here apparently never make it into the formal Verizon problem management system (I am assuming they have one, sometimes you really wonder though.....)

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7C, Build 09.83
Keller, TX 76248

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Guitarguyy
Enthusiast - Level 1

The argument that this change was in preparation for a full 16:9 guide doesn't make sense to me. It seems as if they should have been able to make this transition swtich after supporting a 16:9 guide.

Stretching the existing image is a major regression to me. The picture has gone from fully accurate in the intended aspect ratio, to a skewed aspect ratio that cannot be corrected. I realize that some users would like the new stretching behavior (though I don't understand how they could)... but why didn't Verizon at least give us a toggle button to disable the stretching behavior? I'm super disappointed with this update and with FIOS as a whole because of this minor **bleep** issue. 🙂

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Justin46
Legend

@Guitarguyy wrote:

The argument that this change was in preparation for a full 16:9 guide doesn't make sense to me. It seems as if they should have been able to make this transition swtich after supporting a 16:9 guide.

Stretching the existing image is a major regression to me. The picture has gone from fully accurate in the intended aspect ratio, to a skewed aspect ratio that cannot be corrected. I realize that some users would like the new stretching behavior (though I don't understand how they could)... but why didn't Verizon at least give us a toggle button to disable the stretching behavior? I'm super disappointed with this update and with FIOS as a whole because of this minor **bleep** issue. 🙂


The "arguement" that this is in preparation for a full 16:9 Guide is not one I am making, it is one I have seen posted (mostly on other forums) by people that appear to have contacts within Verizon and actual Verizon employees. But I do agree with you, I see no real value to stretching the existing Guide, seems they could just deliver the true 16:9 Guide when it is ready.

I am not sure I understand your issue with stretching the image in the Guide. Do you really watch that image while you are in the Guide? Of course I can't see what you are seeing, but I surely don't, I look at the Guide to see what I want to view, and I pretty much never, ever look at the little image.

I guess I am not surprised there is no toggle, although with what they are now delivering it would probably be nice. But once they have a full 16:9 Guide option there will not be any need for a toggle it seems to me, so putting one in would be extra development work that would be wasted. Just my opinion of course.....

Anyway, I hope you do report your issue with this implementation, if you and others do, maybe, just maybe, Verizon will do something about it.

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416-P1, IMG 1.7C, Build 09.83
Keller, TX 76248

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Guitarguyy
Enthusiast - Level 1

It's not just that this image in the guide (video preview) is out of aspect, but the entire guide itself (menus etc.) are also stretched out of aspect. The text descriptions and menu options, info pane, etc. are all "squished", in that they are in 4:3 format stretched to 16:9. Super annoying, and I don't understand why this change was made without at least providing an option to revert it.

I spent quite a while trying various options and setups on the box, but didn't have a good solution. Disabling the in guide preview makes the menu experience a bit more tolerable, but the guide itself is just a mess compared to the previous behavior. It just looks ugly and unprofessional.

I'm sure that users with 4:3 TV's should see no difference. This affects those of us with 16:9 TV's at HD resolutions.

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psumatt1
Contributor - Level 2

GuitarGuy-

I just received the soft-rollout of 1.7 this morning out of VHO8. I totally agree with you. The menus, guide, info, etc. all look really cheap now and "soft".

This stretching is terrible. I can't believe VZ would allow this out of the lab.

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PJL
Master - Level 3

Everyone needs to ensure that the STB is set up for 16x9 (not 4.3) with the proper resolution, that the SD override is off (which works best for some), and that the picture is not zoomed (aspect button on the remote) .  When my box received the update, these setting were all hosed.  When I reset them properly, everything was as before -- perfect HD.

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Guitarguyy
Enthusiast - Level 1

Yup, all set up correctly. Still have the issues. Do you have a 6000 series box? For some reason, these weren't affected, but the 7000's were.

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spacedebris
Master - Level 2

Yeah, I talked to my friend that works for Verizon and he contacted the engineers back when 1.7 was first released in CA and TX  a couple of months ago. The engineer said that it was done intentionally. They knew that it would not be received well by the customers but that it was necessary in preparation for the new HD guide that will be out with the next release. Now he didnt go into detail as to why it was needed and it makes no sense as far as I can see, but it does make sense to someone even if they are not telling us why.

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