Sky F1 UHD / HDR feed stutter

[Arek3]

I have been emailing all the time with Panasonic customer service and they kept pushing for engineer visit to check the TV. I did explain to them that issue may be related to software release but they keep saying I need to have TV inspected.

As this is under warranty, they may as well come and inspect the TV.  I shared with service centre the same details and videos as I sent to Panasonic customer service team. 

Maybe feedback from their autorised service centre will be more important to them when working on the fix? Panasonic has been working on this for several months now and with no committment when this can be completed?

Also,  I contacted Sky to request a new box but rather than ordering another version 2 online with courier box swap, I asked for the enginner visist and insisted they would come in with version 3, otherwise changing to another version 2 would make no sense. 

Let's see what happens.

[jezzer42]

@Tarrantino 

I am in agreement with you that Panasonic are at least in some part responsible for this problem as everything used to be okay. Additionally we're not seeing reports of this problem from users of other brands of TVs.

Also the problem is probably under reported as how many people with Panasonic Z85/90/95A and now B TV's and W90/95A LCD TV's with version 2 Q boxes are not reporting the problem or are ignoring or working around it?

However I have to agree with @Arek3 @and @TheBigJm , it might be time to go down the replacement Q box route.

[Tarrantino]

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@jezzer42 wrote:

@Tarrantino 

I am in agreement with you that Panasonic are at least in some part responsible for this problem as everything used to be okay. Additionally we're not seeing reports of this problem from users of other brands of TVs.

Also the problem is probably under reported as how many people with Panasonic Z85/90/95A and now B TV's and W90/95A LCD TV's with version 2 Q boxes are not reporting the problem or are ignoring or working around it?

However I have to agree with @Arek3 @and @TheBigJm , it might be time to go down the replacement Q box route.

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I've bitten the bullet. I've ordered an engineer visit next Thursday. Got to watch a couple of things first. I told them I needed a V3 box. At least I can test it with an engineer here and reject it if I have to. Let's see how that goes. 

[TheBigJm]

Might be worth checking the latest software release notes on the affected Panasonic Tv's to see if there is any mention of hdmi fixes/stability etc

I think the Panasonic website will have them as sometimes you can download the software to a usb stick and then install on the tv,rather than over the Internet update 

[Tarrantino]

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@TheBigJm wrote:

Might be worth checking the latest software release notes on the affected Panasonic Tv's to see if there is any mention of hdmi fixes/stability etc

I think the Panasonic website will have them as sometimes you can download the software to a usb stick and then install on the tv,rather than over the Internet update 

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I have a TAB open and check most days. They're not on USB only internet download. Latest was 11th June that came down a week-10 days later. 

[jezzer42]

I have noticed some strange behaviour on my TV and wanted to share it with you all, and see if you are getting the same thing.

Please note I am not in the U.K. at the moment, so there may be errors in menu names etc, but this may be relavent to anyone who has been asked, like me, to get their TV checked by a service centre.

 I was going through each picture enhancement one by one while playing a 4K HLG/HDR movie, with its continual dropouts, to see if switching off any particular enhancement made a difference to the dropouts.

When I switched "Intelligent Frame Creation" to off I noticed that every time the picture went blank, during a dropout, IFC changed from "Off" to "Mid" all on its own. It is difficult to capture because the settings menu side bar times out quite quickly, but can be clearly observed.

Additionally a few other settings changed from off to auto, but I can't remember which, during a dropout.

is this indicative of the underlying issue with the TV, as I am struggling to understand why a 4K signal over HDMI would change these settings?

I will do some more testing once I get back to the UK.

[Tarrantino]

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@jezzer42 wrote:

I have noticed some strange behaviour on my TV and wanted to share it with you all, and see if you are getting the same thing.

Please note I am not in the U.K. at the moment, so there may be errors in menu names etc, but this may be relavent to anyone who has been asked, like me, to get their TV checked by a service centre.

 I was going through each picture enhancement one by one while playing a 4K HLG/HDR movie, with its continual dropouts, to see if switching off any particular enhancement made a difference to the dropouts.

When I switched "Intelligent Frame Creation" to off I noticed that every time the picture went blank, during a dropout, IFC changed from "Off" to "Mid" all on its own. It is difficult to capture because the settings menu side bar times out quite quickly, but can be clearly observed.

Additionally a few other settings changed from off to auto, but I can't remember which, during a dropout.

is this indicative of the underlying issue with the TV, as I am struggling to understand why a 4K signal over HDMI would change these settings?

I will do some more testing once I get back to the UK.

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 No I noticed this back in January when I was trying to work out what was going on changing every setting going! I put it down to as the Dynamic HDR was changing it was losing the setting for a moment as the TV was sorting itself out. 

[Tarrantino]

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@jezzer42 wrote:

I have noticed some strange behaviour on my TV and wanted to share it with you all, and see if you are getting the same thing.

Please note I am not in the U.K. at the moment, so there may be errors in menu names etc, but this may be relavent to anyone who has been asked, like me, to get their TV checked by a service centre.

 I was going through each picture enhancement one by one while playing a 4K HLG/HDR movie, with its continual dropouts, to see if switching off any particular enhancement made a difference to the dropouts.

When I switched "Intelligent Frame Creation" to off I noticed that every time the picture went blank, during a dropout, IFC changed from "Off" to "Mid" all on its own. It is difficult to capture because the settings menu side bar times out quite quickly, but can be clearly observed.

Additionally a few other settings changed from off to auto, but I can't remember which, during a dropout.

is this indicative of the underlying issue with the TV, as I am struggling to understand why a 4K signal over HDMI would change these settings?

I will do some more testing once I get back to the UK.

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Yes I noticed this back in January when I was changing every setting to fix the issue. I think it's just down to the software not having a signal momentarily. 

[Tarrantino]

Yes @jezzer42 @I noticed this January when I was trying the change every setting. I think it's where it cuts the picture and the software briefly loses the setting. Like changing viewing type. 

[Arek3]

@jezzer42 

@nigea99 

@Laing1 

@Tarrantino 

@TheBigJm 

Dear All,

So today I had a visit from the service centre (it was arranged by Panasonic customer service team). The engineer said there was nothing they could do to fix it. They said the only thing they can do during these service visits, was to replace PCB board to fix any issues but as this had already been done back in May (by another service centre), there was no point in changing this again as this would not help.

They took a video of the issue with HDR stutter (I had a program set in UHD2160 in 10bit) - the screen was going black every few seconds. They said it was clearly software issue and they would send a report back to Panasonic. I also emailed Panasonic myself.  

In the next few days I will have a Sky engineer coming in to hopefully replace a box to V3 which may be the only solution here.

[Tarrantino]

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@Arek3 wrote:

@jezzer42 

@nigea99 

@Laing1 

@Tarrantino 

@TheBigJm 

Dear All,

So today I had a visit from the service centre (it was arranged by Panasonic customer service team). The engineer said there was nothing they could do to fix it. They said the only thing they can do during these service visits, was to replace PCB board to fix any issues but as this had already been done back in May (by another service centre), there was no point in changing this again as this would not help.

They took a video of the issue with HDR stutter (I had a program set in UHD2160 in 10bit) - the screen was going black every few seconds. They said it was clearly software issue and they would send a report back to Panasonic. I also emailed Panasonic myself.  

In the next few days I will have a Sky engineer coming in to hopefully replace a box to V3 which may be the only solution here.

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Yeah Panasonic have started the process with me to get an engineer out. We all know it's software but they won't listen. 

Im waiting for Thursday. Hope there's a V3 box as requested and it'll solve it. 

[Tarrantino]

Morning all. 

Sky engineer arrived today. He didn't have any V3 2TB boxes on his van. He said they are like gold dust. He tried a different V2 without success. 

He had a 1TB UHD box which as we know is a V3. I told him I was happy to have this. 

He plugged it in and the problem is resolved! 

So if you're happy to have 1TB to resolve the issue that's the way forward. Engineer had plenty of them and said they're about. The 2TB are not. 

[Arek3]

@Tarrantino 

How can you recognize 1TB UHD box? Does it look the same from the outside?

[jezzer42]

@Arek3 

The 1 and 2TB boxes look identical, however all V3 boxes are totally black in colour, ie they don't have the silver lip on the front, and they don't have a power brick, the mains plugs straight into the box.

The model number will also start 32B2 something.

[jezzer42]

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@Tarrantino wrote:

Morning all. 

Sky engineer arrived today. He didn't have any V3 2TB boxes on his van. He said they are like gold dust. He tried a different V2 without success. 

He had a 1TB UHD box which as we know is a V3. I told him I was happy to have this. 

He plugged it in and the problem is resolved! 

So if you're happy to have 1TB to resolve the issue that's the way forward. Engineer had plenty of them and said they're about. The 2TB are not. 

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Going to have to do this myself!