Very slow channel change - intermittant

[blueribb]

QIP7232-2 FIOS DVR

I have had this DVR for about a year and it's been almost flawless until recently. For the past couple weeks it will intermittantly freeze or lock-up while changing channels. It can take up to 20 seconds for it to respond to any keys while in this condition. You just have to wait for it to respond. It's getting really annoying.

Anyone else having this problem ?

Glenn

Fairless Hills, PA

[BrianC]

Well, mine worked for a while after I got a new box (unrelated issue), but now it's happening again on my replacement 7216.  This isn't an SD override issue (which I have turned off anyway).  Flipping from one HD channel to another sometimes just gets stuck.  I've timed it to be over 10 seconds in some cases.  It's happening a few times a week now and I can only hope it doesn't get worse.  Sometimes I use the guide and the press select and I wait.  Sometimes it happens when pressing the channel up/down.

[apd09]

After posting here an hour or so ago I called Verizon.  The only thing that you can do from the call with them would be go to your main junction box for FiOS where is comes into the house and unscrew the coax line.  Touch the male metal tip to the female metal area and discharge any potential static in the lines.  Leave unplugged for 15 seconds then screw it back on.

Otherwise they did full resets of the cable boxes.  If you call them up you can do the autosystem and have it reset your boxes.  The tech support do a reset a little more extensive than just the auto system though.

Hopefully this fixes it, I will try and post back if I still have troubles.

[BrianC]

I had tried resets before I got a replacement box, but it help only for a short time before it started up again and did so with a new box too.  Others have reported the same with their resets.  Hopefully, it will work for you.  I really don't like having to fix all my settings after a reset.

[wardnb]

So, I was having the same issue and I did call support, but all they really did was say that maybe my splitter was bad or something. They did all the normal resets first and such, but in the end, they sent me a new splitter. Of course, that didn't fix the problem. We were getting pretty darn tired of this and today we started thinking about converting to Comcast for the first time and that isn't something we really ever want to do. Anyway, I decided to mess with some of the settings and so far, things are starting to seem to work better. I will update this in a bit to confirm. Anyway, I disabled a bunch of things like there is a setting for 3D TVs and I don't even have a 3D TV that is enabled by default. There were a few other things that I wasn't sure what it was, but I disabled a few things. One was called "Mode" not sure what that is, but I disabled it and things do seem to be a little quicker and such. Hope this works and helps you folks out. I will check out the settings latter as we are watching On Demand which was also not working well before.

[bobbo527]

I had this problem again over the weekend!!! It's got to be a software issue. It ONLY happens on my 7232's!!! I also have a 6200 and that never ever has the problem. Verizon needs to get off their duff and fix this!!!!! Has nothing to do with spliiters and the other nonsense. I've moved the boxes all over my house, the 6200 always works just fine and the 7232's, after they have been idle for a while always freeze up!!!

[Rick5472]

Both my 7216 STB's have been hanging when using the guide to change channels as well.  I have gone through all the troubleshooting procedures with Verizon on the phone.  The tech didn't seem to have a clue that there were issues with slow response and hang ups.  They scheduled a visit to my house.  The Verizon tech seemed to be knowledgeable but could not pin down the issue.  He said he would recommend upgrading the box to one of the "black" STB's.  I am not sure what that box is but he said it had more drive space.  Looking here, I believe those boxes will have the same problem since the problem seems to be the software/firmware that is pushed out for the guide.  What box is he talking about? (Columbia, Maryland)

[BrianC]

He's probably talking about the Motorola 7232 box which is black and is the newest Motorola with a 500GB hard drive (by the way, the refurbished 7216 boxes also have a 500GB hard drive).  In any case, numerous people have posted the same issue with the 7232 box too.

[Rick5472]

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@BrianC wrote:

  In any case, numerous people have posted the same issue with the 7232 box too.

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That figures...

[Shamika_VZ]

All,

I want to thank everyone who sent me a PM and was able to provide me with the detailed information that we needed. I really appreciate you taking the time to do this.

Currently,

I do not need any more examples, we have the examples from the PMs that I have received previously. We are making progress on a resolution, however we do not have any estimate date when this issue will be resolved.

We will relay updates to this thread as information becomes available.

Shamika_Vz
Verizon Support

Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or Plan.

[Rick5472]

A PM from Travis...

Thanks, Rick! Sorry for the delay in responding, I missed the notification on your previous PM. You're correct that this is not something a technician will be able to fix, it is a known issue that we're working to correct on a case by case basis. My last conversation with the devoplers indicated that we have identified the root cause of the issue and are working to correct it. I'll pass your info along and will let you know what I hear back.

[bob4281]

They are sending me out a new 7332 since it is the only STB affected.  Looking here they have identified the problem and are working on it.  Does that mean it's not the STB, but a software glitch? Will the freezing continue on the new STB?  Does anyone have experience with the DVR cloud settings?  Does this feature allow you to store your DVR recording settings in the cloud and when you install the new STB, the settings can be retrieved?  I know the actual recordings will not transfer, but perhaps I will not have to set up all the timers.

[BrianC]

Hey Bob, they replaced my 7216 and the problem returned.  So I would say, no, a replacement is unlikely to solve the problem.  I tried the cloud settings and couldn't figure out how to make it work.  I ended up just creating all my series again.

[Justin46]

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@BrianC wrote:

Hey Bob, they replaced my 7216 and the problem returned.  So I would say, no, a replacement is unlikely to solve the problem.  I tried the cloud settings and couldn't figure out how to make it work.  I ended up just creating all my series again.

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The Export Series to Cloud function simply uploads your current series schedule. There is no companion Import function to use on the replacement DVR. However, it is my understanding that when you try to set up your first series schedule on the new DVR you will be asked if you want to import your series info that was previously exported, and if you say yes then that saved schedule will appear on your new DVR.

__________________________________
Justin
FiOS TV, 25/25 Internet, and Digital Voice user
QIP7232, QIP7100-P2, IMG 1.9.1
Keller, TX 76248

[Justin46]

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@bob428 wrote:

They are sending me out a new 7332 since it is the only STB affected.  Looking here they have identified the problem and are working on it.  Does that mean it's not the STB, but a software glitch? Will the freezing continue on the new STB?  Does anyone have experience with the DVR cloud settings?  Does this feature allow you to store your DVR recording settings in the cloud and when you install the new STB, the settings can be retrieved?  I know the actual recordings will not transfer, but perhaps I will not have to set up all the timers.

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I am convinced it is a software problem, as my 7232 worked just fine for quite a while and then the problem showed up on 1.9.1. Then at least part of the problem disappeared for a while, but now for the last week or two it seems to be back (in spades). And for me it only affects the DVR, not my HD STBs as some other people do experience.

Exporting to the cloud exports only the series schedule, not any other settings (and as you said, not any actual recordings), so when you get and install the new DVR you will have to go in and make all of the settings again.

One thing to keep in mind: if you have an external hard drive attached to the DVR, you will lose 100% of the recordings on that external drive (and of course any recordings on the actual DVR itself). So if you have an external hard drive attached, you may really not want to replace the DVR.

Oh, one other thing, just because they say they are sending out a new 7232 doesn't mean that it will really be a 7232! It will be a DVR, but it might very well be an older 7216, or even a really old 6416. And whatever box you return to Verizon, be sure to keep a detailed record of what is sent, when it is sent, how it is sent, and when the Verizon service center received it. A year and a half ago I replaced a couple of old SD boxes with HD boxes, and returned an HD box that was defective when they sent it to me, and I scanned all of the paperwork, took it to the local UPS store for shipment (Verizon has a contract with UPS to handle this at no cost to the customer), and I tracked the shipment all the way to the receiving dock at Verizon, and kept all of that info just in case. While you may not experience any issues at all, there are occasionally reports of Verizon billing people for boxes they have returned, and you really don't want to wind up paying for a DVR, they are not cheap.

__________________________________
Justin
FiOS TV, 25/25 Internet, and Digital Voice user
QIP7232, QIP7100-P2, IMG 1.9.1
Keller, TX 76248

[rsswan]

 Anthony_VZ,

I hope that you can help. I am experiencing the same issue that I have seen on this forum regarding a lag when changing channels. Here is my information. It only happens once on my first channel change after turning the HD DVR on after several hours.    It just started a few weeks ago.

Release: 1.9.1

Build: 14.47

Platform ID: QIP-7216 P1

 Please let me know if you need anymore information. 

Thanks,

Russ

Richmond, VA

[bob4281]

Thanks.  I'll let you know what happens when the new reciever gets here.

[Rudy811]

I have two of these HD DVRs and started having this problem about a month ago.  Prior to that, they both worked flawlessly.  Now, I am having the same freezing problems mentioned here.  Seems like a software issue considering they worked just fine before and both of them started having the problem.  Hopefully Verizon will fix this soon...very annoying.

[redup]

Following is my post from August on the Very Slow Channel Change.  Since then then it has improved until the past few days.  This morning when I powered up the DVRs no problem, when I attempted to change channels the DVRs freeze on the first change, after about a minute they change channels.  Certainly does not appear to be hardware.....come on Verizon......Reston Virginia:

My Post from August-------Same thing here in Reston Va.  I have two 7232 DVRs and they are now hanging up on a regular basis when I attempt to change channels.  Sometimes powering the DVR off and back on fixes it, other times I have to pull the power.  This is getting very old, so sure hope they fix it soon!!

[armond_in_nj1]

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@Redup1 wrote:

 ... This morning when I powered up the DVRs  ...

______________________

What exactly do you do to "power up"?  These boxes are always on if they are plugged into an,outlet.  Thanks.

[redup]

Armond ...that would be just turing it on.....via the power button on the remote.....

[tns]

As said they are always on if you use the power button.

Actually have to pull the plug to power off.