Unresponsive YV box after trips away.

momist

I'm wondering if this is just me, or does it happen to others?  I have a retail Humax DTR-T1010 which I leave to record my programs whilst I'm away.  Since the NextGen "upgrade" it seems to have become unstable when left in standby for more than a day or two.  I come back after a trip to find that the box does not respond to the remote control, or the front button, at all and the only way out is to power it down and then wait while it goes through the start-up routine when powered up again.  Sometimes the crash has happened before some of the scheduled recordings, which then get missed.  I don't lose any other recordings, or the schedule itself.
I've not tried any of the menu resets, as it functions normally after the restart, until I go away again. 
Has anyone else had this problem please?

AK

I have had this happen 3 times since the NextGen upgrade, seems to happen when the box has not been taken out of standby for several days, I had missed recordings and in one instance it deleted the scheduled recording of a series. Spoke to the software people and they could not explain the issue (said it could be a hardware issue but were not specific about what the problem was). They suggested a reset of the box. In maintenance mode just doing a factory reset means you will lose all your recordings so you need to choose the option that allows you to keep your recordings. If you go onto the Youview website it will give you info on what the reset means and then you choose the model of your box (mine is the T1010) and follow the instructions to reset that model box. Hope that sorts the problem, my box has been OK lately.

momist

AK said:

I have had this happen 3 times since the NextGen upgrade, seems to happen when the box has not been taken out of standby for several days, I had missed recordings and in one instance it deleted the scheduled recording of a series. Spoke to the software people and they could not explain the issue (said it could be a hardware issue but were not specific about what the problem was). They suggested a reset of the box. In maintenance mode just doing a factory reset means you will lose all your recordings so you need to choose the option that allows you to keep your recordings. If you go onto the Youview website it will give you info on what the reset means and then you choose the model of your box (mine is the T1010) and follow the instructions to reset that model box. Hope that sorts the problem, my box has been OK lately.

Thanks AK.  I'll give the appropriate reset a try then before my next trip.  Glad it's not just me . . .  but I wouldn't wish this on anyone.

momist

AK said:

I have had this happen 3 times since the NextGen upgrade, seems to happen when the box has not been taken out of standby for several days, I had missed recordings and in one instance it deleted the scheduled recording of a series. Spoke to the software people and they could not explain the issue (said it could be a hardware issue but were not specific about what the problem was). They suggested a reset of the box. In maintenance mode just doing a factory reset means you will lose all your recordings so you need to choose the option that allows you to keep your recordings. If you go onto the Youview website it will give you info on what the reset means and then you choose the model of your box (mine is the T1010) and follow the instructions to reset that model box. Hope that sorts the problem, my box has been OK lately.

Oh what a joy it is to do the 'maintenance reset' [irony].  Only the full factory reset which loses your recordings seems to be available through the normal menu system, so I had to find and follow the instructions "https://support.youview.com/youview-box/box-and-remote/using-maintenance-mode#"  When in maintenance mode (from cold start) the remote is not used, and the front 'button' is used.  To be fair, there are instructions on the screen, but it does seem counter-intuitive to use the top of the joystick layout to go down, the bottom to go up, and the left (Vol-) to confirm.
There follows a check for the latest software, a full re-tune of the channels, confirmation of the parental controls, and an entertaining slide show about YV to fill in the time.  On the plus side, recordings were preserved, the schedule appears to have re-loaded from the cloud after a few minutes.
We'll see if this has had the desired effect next time I'm away for a while.

Visionman

AK said:

I have had this happen 3 times since the NextGen upgrade, seems to happen when the box has not been taken out of standby for several days, I had missed recordings and in one instance it deleted the scheduled recording of a series. Spoke to the software people and they could not explain the issue (said it could be a hardware issue but were not specific about what the problem was). They suggested a reset of the box. In maintenance mode just doing a factory reset means you will lose all your recordings so you need to choose the option that allows you to keep your recordings. If you go onto the Youview website it will give you info on what the reset means and then you choose the model of your box (mine is the T1010) and follow the instructions to reset that model box. Hope that sorts the problem, my box has been OK lately.

Have you both reported this? 

AK

I spoke to the people who deal with the Youview software, while I was on the phone they asked me to reboot the box but I had already done all that, it was when it was suggested that I do a maintenance reset. I was told that if that did not work then it may be a hardware issue. I haven't had a problem lately but then again the box has been out of standby most days, I am waiting to see what happens when it is not used for several days.I have not reported it to Humax

Visionman

AK said:

I spoke to the people who deal with the Youview software, while I was on the phone they asked me to reboot the box but I had already done all that, it was when it was suggested that I do a maintenance reset. I was told that if that did not work then it may be a hardware issue. I haven't had a problem lately but then again the box has been out of standby most days, I am waiting to see what happens when it is not used for several days.I have not reported it to Humax

Keep the YouView team updated, AK. How old is your box?

AK

I bought it in September 2013 so nearly 4 years old

tom_mk

In recent weeks we've been suffering from our YouView box just 'crashing' and missing a number of recordings. Very frustratingly we only started to notice it over the Christmas period after trying to record some specific films which either never got scheduled or didn't record because the box 'was down'.

Until seeing this thread I thought that it may be related to our broadband going down. Or as my girls have now learnt, "The Internet/router is orange" (at which point the oldest goes and writes down the time and date). Evidently I'm in the process of reporting this to BT because it's happening a lot recently which isn't acceptable considering the charges I'm paying for the service. (I really should have build into the above procedure restarting the YouView box following an 'orange event' and the box going 'blue' - hindsight!).

However, I will also be reporting to YouView because I really feel that the YouView box should be able to handle the situation without crashing, but having read this post maybe I should try the maintenance mode reset first.

Roy

@tom_mk

I had the ‘Internet is orange’ issue again and again with the Hub BT gave me when they set my broadband up in our new house. BT tried all sorts of things, even moving the master socket, to no avail.

Eventually they agreed to send me a new Hub, delivery in 3 working days, or 5 days as we domestic users call it when there is a weekend in there.

S*d that for a game of conkers I thought, and went and bought a Netgear Nighthawk from Curry’s down the road, and was back on stream in two hours. That has stopped once, just recently, after being left on day and night since last March.

The replacement BT Hub did arrive when BT said it would, but I’ve never tried it, and not even opened the box until just now, when I got the manual to check your colour codes.

Having said all that though, my YouView box never crashed, just waited patiently till the Hub had been restarted, when I was having all the issues.

You do mean crashed though, don’t you, not just failing to record? It should not crash, and should still be able to record even if the internet has gone, AFAIK.

Though as there is more reliance on the internet on NextGen, maybe this affects even recording? @Sarah? Be a bad thing if it did though.

Asuuming you can keep your Hub up long enough, though, an Option 4 Maintenance Mode Reset, which keeps your recordings, is the thing to try first.

And do get on to BT for a new hub, as your issue is quite common. Or was last March, anyway. I even read about it in my PC Pro comic.

Do let us know how it goes.