Keith1 said:Given this problem is continuing to run and we still have no announced progress I have taken a further look back over the various threads that relate to this issue. Whilst this topic remains the main thread covering this issue there are several threads where it is covered and it is also generating a long thread on the BT forum:Probably the first reports going back to 29/10/2014 and following the software update to version 20.9.0 released on 23/10/2014 recordings only playing for 3 minutes then stop but on a second play many will play through completely (i.e. this main thread)only recording 1 minute or 61 minutesonly recording a tiny portion of a programmeanother case of the 3 minute recording issuea 2 minute recording reportBT forum 2 minute recording thread Some things we do know are:
The broad issue is some recordings only play for 1-3 minutes but if played again will often play through completely. Some recordings however will only play for about 3 minutes even after trying further times. The issue can be intermittent (i.e. may not affect all recordings and/or may even come and go from day to day/week to week). [The issue is included as item 37 in the consolidated list of bugs and issues]The Humax boxes specific YouView software update version 20.9.0 began rolling out on 23/10/2014 (see the consolidated list of updates and changes for some details).The earliest reports of this recording/playback issue date back to 29/10/2014.Some users have reported that whilst this problem started after 29/10/2014 they have recordings that pre-date that point in time which also now exhibit this issue (see for example Paulo's report here) Affected users all report they are using a Humax YouView box (running the 20.9.0 software) but spread across the T1xxx and T2xxx boxes and retail and BT customers.No Huawei TalkTalk boxes are affected and in particular a user (Stevieboy) with both box types is only seeing the issue on the Humax box.benwiddowson has reported he has a BT supplied T2100 and a retail BT T2110, the T2100 has the issue but the T2110 does not. Apart from the supply route these 2 models are believed to be identical and in this case are in the same end user environment yet one is exhibiting the problem and the other is not.There are on the order of 1 million Humax YouView boxes of which over 90% were supplied via BT. The majority of these boxes are the T1000 model.The issue has been reported for T1000, T2000 and T2100 boxes and is presumed to affect all the Humax models (T1000, T1010, T2000, T2100, T2110).The issue whilst clearly existing is not fully communicated to all the support channels which only adds to the frustration (e.g. BT support operatives not all aware).The current advice is to try playing the item a second time, try an 8 second reset/restart, try a retune or failing all of those try a maintenance mode reset (preferably option 4 that keeps the recordings). Some users have reported such actions clearing the issue although others have also reported the problem then recurring at some point later.YouView have indicated the problem is affecting a very small proportion of users but without any specific quantification of likely numbers of people/boxes affected.Across the reports and me toos on the YouView forum plus the posts on the BT forum, to date the number of reported incidences appears to be on the order of 120 boxes. It is however rather difficult to assess how this might scale up across the entire Humax YouView box user base. Although there are no official details from YouView as to the (suspected) cause of this issue, given the timing of the start of the issue (soon after the rollout of the 20.9.0 software began), the nature of the issue (3 minute issue rather than at arbitrary points in a recording) and the fact it is affecting several Humax YouView box models, the prevailing consensus on the forum is this is a software (related) issue. The fact this does not happen to all recordings for those affected and is not affecting all users suggests there are likely to be several factors in play which when combined result in the issue for specific recordings on specific boxes. Some have speculated it could be a hardware issue (or even a signal strength issue) although that seems less likely given the coincident timing, although perhaps there could be a hardware or signal element that combines with a primary software issue for those affected. Somewhat more speculatively, one could also note:
YouView will use version control for their code (e.g. git)they could surely add a simple device management settings page option to allow/deny automatic updating combined with a suitable if statement around the relevant code to enable/disable the nightly automatic update checks they could provide a previous version of this software via download to USB pen disk with this option enabled by default to allow such users to revert their boxesdowngrading/rolling back could come with its own risks if misappliedcannot simply rollback/downgrade all users since previous software version will not provide the necessary functionality for the BBC connected red button, Netflix and Connect TV channelsYouView will be in a software freeze period over December/Christmas and also with low staff levels availablegoing forward they should introduce the user option of denying auto updating even if they strongly discourage its use (since it could lead to other problems or confusion when someone enables it and forgets this and then does not get necessary fixes or updates that could mean they experience different issues)(if it does not already exist and is simply not being used) they should also have in place (should it ever be needed now or in the future) a robust means to offer a download for a downgrade to mitigate such an issue in the future and utilise it if they cannot fix a serious issue such as this within a reasonable time frame Looking back at the 3 most significant bugs/issues suffered (prior to this issue) since the YouView launch in summer 2012 we have:
channel loss issue (item 1 in the consolidated list of bugs and issue): only affected Humax boxes and only some users dependent on transmitter conditions; took about a month to pin down the issue and further month to develop, test and deploy the fix (with a short period before that where affected customers could receive the fix on a USB pen disk and then via a download). At the time this issue was a major crippling problem for those affected and understandably caused a lot of frustration.long/double boot issue (item 11 in the consolidated list of bugs and issues): this affected all Humax boxes on startup from completely off or high eco standby. As such it primarily affected high eco mode users and could be worked around by putting the box in low eco mode. The issue was inconvenient but not overly serious and was resolved in 2 months.BFIS (item 12 in the consolidated list of bugs and issues) - whilst boot fail, invalid signature is a valid report of a failing box in this instance it was some sort of software issue resulting in this unrecoverable state for Humax boxes. It affected very few people but was terminal where it happened. It took longer to resolve but was closed out within 4 months. In particular in the case of the channel loss problem YouView were able to capture streams for boxes in affected areas to use for testing (but this did not initially reproduce the problem in the YouView lab but they were subsequently able to reproduce the issue in the Humax lab and then the YouView lab) and also setup test boxes in such affected areas running additional diagnostic software. Overall it took YouView about a month to isolate the issue and a further month to work through a fix and get it deployed. This was an issue early in the life of the YouView product and was reported by about half as many people as the current issue (in the 2 month period it was a live issue). At that time the YouView forum had a little over 1000 members compared to the over 6500 currently and the Humax YouView box numbers were also probably only at 15-25% of the current levels. I'm not aware of any statement after the channel loss issue that gave a retrospective assessment of the proportion or total number of users affected. One could speculate from the limited details available the channel loss issue affected about 5% of all Humax boxes whereas the current issue might actually only be affecting about 1% of Humax boxes. However, given the significantly larger number of Humax YouView boxes supplied to date compared to back in late 2012 the current issue is likely to be affecting a similar numbers of boxes if not more than that early issue. Given there is a significant lack of data to base such figures on it is of course very possible this is either an over or under estimate of the true scale of the problem. As such it is very difficult to put any degree of confidence on the likely number of affected boxes and whether it is on the order of 1000 (about 0.1%), 10000 (about 1%) or (much) higher. The long/double boot issue and BFIS although also significant had significantly less impact given that one could be worked around (or endured for the time it existed) and the other was thankfully very rare (although of course very serious if you were unlucky enough to experience it). Overall against these previous significant issues (all dating back to late 2012/early 2013) this current issue rates as at least the equal most significant and widespread crippling issue the YouView system has experienced. In these previous cases it has generally taken a month of so to isolate the issue and a further month or so to develop, test and then deploy the fix (although as seen in the BFIS issue it can take longer). No doubt the Christmas period both increases the spotlight on this issue whilst impacting on YouView's ability to speedily pin it down and work through to a deployed fix. Optimistically one could hope YouView's past experience (e.g. the criticism they received when they did ultimately try to keep the customers updated on progress on tracking down the channel loss issue and fix deployment) and established mode of operation are what is resulting in almost no significant information on progress being yet made publicly available, but that they have privately made significant progress that they will accelerate to the point of an announcement in early January followed by either a general update with fix or a targeted update (via a download or failing that a download for a locked rolled back software version to mitigate the issue whilst further work on a fix continues). My understanding is YouView are operational tomorrow although they will no doubt be on a skeleton staff as are many places between Christmas and New Year. As such whilst we may hope to hear from YouView staff I doubt we will hear anything definitive about the time scale for a fix roll out until the new year. In the absence of any clear announcement in the very early new year that confirms a fix exists and the schedule for its roll out (with it potentially being made available as an early test download for those that wish to get it most quickly) then those affected really do need to (belatedly) be given more clear information so they can better understand why they continue to have crippled boxes and no offer of a roll back/downgrade to work around the current issue (even if they then temporarily lose the newest functionality of the latest updates in order to regain a stable system). Here's looking forward to a new year's resolution from YouView to resolve this issue promptly now and provide a positive start to the next year of development
Given this problem is continuing to run and we still have no announced progress I have taken a further look back over the various threads that relate to this issue. Whilst this topic remains the main thread covering this issue there are several threads where it is covered and it is also generating a long thread on the BT forum:
James Gale said:Looks like I am another one to join the list..... Exactly the same issue, originally on a bt retail dtr t2000 bought from Argos, which I returned on Saturday, and now have exactly the same issue with the new Humax dtr t2000. Seriously considering Sky, this is my fifth you view box, and my wife thinks I am crazy sticking with something that keeps failing every 6 months. I just want you view to release updates after they have tested functionality of the box properly or at least let you opt out of their updates until they are proven to work properly. I don't want to be you views beta test program.
Looks like I am another one to join the list..... Exactly the same issue, originally on a bt retail dtr t2000 bought from Argos, which I returned on Saturday, and now have exactly the same issue with the new Humax dtr t2000. Seriously considering Sky, this is my fifth you view box, and my wife thinks I am crazy sticking with something that keeps failing every 6 months. I just want you view to release updates after they have tested functionality of the box properly or at least let you opt out of their updates until they are proven to work properly. I don't want to be you views beta test program.
Phil8 said:Hi Hilary, I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.Thanks, Phil
Hi Hilary, I appreciate this is a frustrating issue, the test team have been working on this as a priority to establish the cause. With the help of software engineers this will continue so a fix can be implemented as soon as possible. At this moment this is continuing to take place and there is no confirmed date.There are a number of suggestions in this discussion which have worked for some viewers experiencing this problem. As soon as I have more information on this issue I will make sure to update on here.Thanks, Phil
Matt Gregory said:Same problem here. Christmas day and nothing recorded more than three minutes, anything on bbc bbc1 hd, channel 4. Good signal quality. If I wrote software as bad as this, I'd be fired...
Same problem here. Christmas day and nothing recorded more than three minutes, anything on bbc bbc1 hd, channel 4. Good signal quality. If I wrote software as bad as this, I'd be fired...