DirecTV Genie client fast forward issue

@Studbucket33 How about an update? Are you actively looking at it and trying to fix it or is it just sitting there on the list.

 

Sure, happy to give an update. There are a variety of bugs with HDMI-in on Xbox One, as you can probably tell from some of the other threads on the forums. Black screen, no signal, stuttering, 50Hz, surround sound issues, etc. The root causes of those are
myriad and can't just be fixed by one thing. We've been working on fixing all those, and in many cases those aforementioned bugs impact a larger set of users than this particular issue.

We can reproduce the issue with Genie extenders in house and I know the HDMI-in guys are looking at it and considering fixes, but that work has to be weighted against all the other work.

I totally get the frustration. However, if we (Microsoft/Xbox) didn't care, we wouldn't be on the Beta, Public Preview, and Public forums interacting with you guys. The issues found by customers are often different than what we find in the office, and we
do value your feedback. I'm sorry that some of the fixes haven't been as timely as you would have hoped for.

 

What a load of BS... These issues have been around since day one and make the xBox one as part of an overall entertainment center useless. Do you reallize how many people have DirecTV?

This should really be reported to the better business bureau, because it is highway robbery.

 

@Studbucket - First of all I appreciate your posts, some information is better than none. So, based upon your last post (correct me if I'm wrong), MS is aware of this problem, can replicate it, and has considered fixes, but after 5 months still has no
immediate plans to address this problem due to the fact this issue was initially assigned a low priority on your to-do list. While I totally understand the concept of prioritization (triage if you will), I don't understand/agree with why/how this issue was
initially given such a low priority relative to the other problems, and I hope to either understand why, or better yet, convince you to re-prioritize your workload .

So, please bear with me, let's dig deeper here. You mentioned 5 other HDMI-in issues, which when combined with our DTV FF issue, encompass the top 6 threads (based upon number of replies) in the entire
Live TV on Xbox One support forum.

1. You first mentioned "black screen" which I assume relates to the thread "black screen on live TV" (156 replies, 3rd most of all threads). This issue was fixed in the March update (the last post in the thread was 3/5/14). However, prior to that fix, users
   could either temporarily remedy the problem by power-cycling their XB1, or largely mitigate it by setting their power settings to 'energy saving mode', thereby causing the XB1 to power-cycle each time it was used. I believe I also experienced this problem
   and because of that have had my XB1 set to energy savings mode since the 2nd week after launch, but my point is
   it's now fixed and prior to that fix, there were work-arounds that had minimal impact on users (at least from my personal experience).
   
2. Secondly, you mentioned "no signal" which I assume relates to the thread "xbox one losing TV signal" (263 replies, 1st of all threads). No fix for this yet, and I'm sure this one impacts the most users,
   but again users can temporarily fix their problem by power-cycling and/or changing their power settings (same as above).
   
3. You next mentioned "stuttering", which I assume relates to the thread "watching TV through xbox one -- random freezing" (116 replies, 4th most). While this is also not yet fixed,
   it too can be remedied by a power-cycle or largely mitigated by changing power settings.
   
4. Next up, "50Hz" which relates to the thread "50 Hz support" (231 replies, 2nd most). Interesting one here, this one impacts DVD/Blu-ray playback in Europe ONLY (PAL based TV sets), not watching live TV. A fix was scheduled to go out in
   the April update, but got delayed. Now, while I'm not sure how often the average user watches DVDs vs. live TV, I only watch 1 or 2 DVDs a week and that roughly constitutes
   10% or less of my overall viewing, so I'm not sure how this could take priority over the DTV issue.
   
5. Finally, "surround sound" (although I can't seem to find a proper thread for this, I do know it's not in the top 5 threads based upon replies, the DTV FF thread is 5th). I can see how some people might feel surround sound/DD is a necessity as compared
   to stereo, but if you ask me, this is more of a feature than an actual problem (as I remember, DD was in beta at launch). Another point to back this up, you yourself have recommended that some DTV STB users (not HR34/44 users) turn off SS/DD
   to fix the FF freezing issues, and if that's the case, which problem do you think should have a higher priority?
   

What all of this ranting actually boils down to is that of the top 6 issues, one of them is a feature (my opinion, I know) and all of the others can/could either be temporarily fixed by a power-cycle or mitigated by changing a power setting with
the exception of the DTV FF issue. The DTV FF issue is the only one that has no easy fix and no work-around. If I could fix the FF issue by a (on average) daily reboot, I'd be ecstatic.

Now you can say it only affects DTV customers, who use the Genie, AND plug into the Genie client, gotta be a small subset of XB1 users, right? Well, as of last year, DTV has over 35 million customers (US and Latin Am) and is the largest provider in the
US (Dish a distant 2nd having 18M), so it's the largest provider in your largest market. As for the Genie (HR34), it's been out for almost 3 yrs and it's widely touted as "the most advanced whole home HD DVR" available. And, while I can't say how many DTV
customers have it vs. older STBs, I think you'd agree it's the most popular of the DTV STBs, so we're talking millions, not thousands. Finally, take a portion of those millions of users who also have XB1 and plug it into the client, and that's how many users
are impacted by this issue. Definitely not small potatoes here!

So, if your prioritization was based upon some combination of; scope of impact (how many customers), severity (how much of the service is impacted), and available work-arounds (can it be fixed by end user, albeit temporarily), then I cannot see why this
problem isn't higher on your list. Can you help me here? Better yet, perhaps I've persuaded you to reexamine your priorities! </rant>

 

It's more then just genie users, I have a pace dvr,only one available by my cable company , past frustrating , almost a half a year and no fix , doesn't look like a fix is even near.

 

add me to the list... been dealing with this crap since launch, for the love of god please fix this. the xbox one is starting to embarrass me in front of everyone I have over to my house. from this issue all the way to kinect not listening to me or not being
anywhere as accurate as the proclaimed. I was excited telling friends of all it did before it came out and now when the come over they just laugh at it. I will say "xbox ______ " and nothing... then I yell and still nothing... then a buddy of mine yells, "XBOX
WORK!" so yeah, this combined with my wife loathing watching our recorded shows on it because our genie mini picture freezes during ff and we end up fighting the damn thing through the whole show.

Oh, and like hell I'm gonna disable surround sound... I would get rid of the xbox before I did that!

 

Great post moricon.

You are correct that many of those issues were addressed by us from February through April and now I believe you are right that a larger number of users are experiencing this issue compared to the others. In January, we didn't believe that to be true.

2 quick notes:

1) The Surround Sound issues are actually not just with Surround Sound working correctly, but actually that Surround Sound was 1 of the causes of black screen and stuttering video. We're still working on making this more robust.

2) 50Hz actually referred to the update we released in the Feb/March timeframe where a lot 50Hz content in Live TV was stutter and unwatchable.

So, what's the status of this fix, and why has it taken 5 months? Well, we're in the process of cleaning up the whole HMDI driver, making the entire stack more robust. From what I understand (I do not work directly on HDMI), the Genie FF/RWD issue should
be fixed by this new driver when released. However, this driver won't go out until it's fully tested and ready.

Appreciate the feedback and patience.

 

@Studbucket33 - Thanks for the update. Can you elaborate more on an estimated release date for this driver? Are we talking 2 weeks? A month? 2 months? 6 months? 18 months?

Thanks

 

Sorry. I'm not in marketing or PR, so until we have the fix checked in and ready to go, it's best that I don't provide information or speculate. I can tell you it won't be in the May update.

 

the 1405 beta update fixed my FF and RR issue. I have a pace dvr.

 

Happy to say I can confirm that the issue has been resolved!

 

you have to be in the preview update program, if your not, sometime in may it will be available to all

 

Directv genie IS NOW working on the latest update, just to confirm what others have said.

 

That's great to hear guys. I'm really excited to hear that.

FYI - this is not the new driver that fixed this.

 

Please make sure the driver does not reintroduce this problem