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ccccsdad
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The 5th element!

Contributor

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37 Messages

Mon, Feb 28, 2022 9:46 PM

Jutter / Frame Rate issue.

Just got DirecTV Stream and am having an issue. When ever I use the DTV Stream Box and  tune to a channel, say ESPN, or MLB or Fox News, if there are any graphics scrolling across the bottom of the screen, they are juddering, after about 10-11 seconds, it clears up, the scroll is nice and smooth and all is well. However, if I leave the channel and turn back, the same thing happens.

Also I noticed when I surf other channels, say ESPN and there's a basketball game on, the picture is fuzzy, for about 10-11 seconds, then it clears. Here's the kicker, If I use the Directv Stream app with my Apple TV box, I don't have this issues.( It's only with the Direct TV Box oh and it does the same thing with my  Roku as well). The apple tv works flawlessly.

I've tried ethernet, 5ghz, 2.4ghz connections. I've even hooked it up to numerous TV's, and I get the same issue. I've checked the video settings, they are defaulted to 1080p, I've tried every single video setting and nothing works.  Again, if I run the app through Apple TV Box, all is well.  There is an issue with the box DTV Stream provides and it's ability to properly scale, or pass through (sorry, I'm not a tech guy) the proper signal at the proper "frame rate"??

I called DTV and all they tell me is, "this is not a known issue and they have not received any complaints about this". I can't believe this is true. I've tried 5 different DTV Streaming boxes, and every one exhibits the same behavior.  I even googled to see if there was some hidden service menu within the box I could access. 

Also I have 500Mbps internet from Cox. I called them as well and they could not offer  any suggestions / settings I could change within my Panoramic router. 

Any suggestions would be appreciated. Has anyone else had this issue?

bcbsncjlj

ACE - Expert

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3K Messages

7 m مضت

...and all I can say is I have little issues with jitter,etc. I am even in my RV and the streams are very smooth and fluid using cellular connection. Outside of trying to reset your environment being the router and modem would be the only suggestion.

bernpass

Teacher

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23 Messages

7 m مضت

I've noticed the identical issue using the proprietary DirecTV Stream box.... 

I've had the service and the Osprey box (proprietary DirecTV Stream box) since November of 2019 and that particular issue you're talking about (which I also find terribly annoying) only started about 2-3 months ago.  Prior to that, it would be smooth from the moment you tuned into a channel.

Allow me to offer my personal opinion on what's going on.  It seems to me that, because it is something that started relatively recently, that it has to do with DirecTV trying out or playing around with a new CODEC for the video on their boxes.  I say this because, after the 10 seconds or so that the image looks jittery, it "fixes" itself and looks absolutely amazing... completely stunning.  Almost like they're using H.265 instead of H.264.

I happen to also have DirecTV satellite, which many believe has close to if not the best image quality out there, and yet the image I see on my DirecTV Stream box after that 10 seconds or so of jitter is considerably better than that of the satellite counterpart of the same channel.  (I've actually tested going back and forth with sports and movies and it is noticeably better).

Of course, I don't think we'll ever really know for sure if this is the case since they're notoriously secretive.  But, if indeed it is something related to a new or updated CODEC, it is also very likely to be "improved" and possibly fixed altogether as they work their way through it and optimize it.

Also, if they ever do release that new box that everyone's talking about, it is possible that the new, faster processor in it can handle this theoretical new CODEC much better, eliminating or reducing the issue.  We'll see!

The CODEC theory is not entirely far fetched seeing that they rely solely on bandwidth to provide service... and any savings in bandwidth usage they can get (through optimized CODECs or anything else) is well worth their efforts.  Not only would it theoretically require less bandwidth on the part of each user, but also they would be able to serve more clients with the same amount of bandwidth (reducing their costs).

(edited)

ccccsdad

Contributor

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37 Messages

7 m مضت

I’ve also noticed this behavior when I use my Roku with the app.   Just for kicks I bought an Amazon Fire Cube and guess what, no issue at all. There’s something going on with the DTV box and Roku.  It’s really bizarre.  

DIRECTVhelp

Community Support

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16.4K Messages

7 m مضت

Hey @bernpass we want to help figure out what's causing this.

Let's meet in a Direct Message to take a closer look. Please check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).


David, DIRECTV Community Specialist
ccccsdad

Contributor

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37 Messages

7 m مضت

Can you all please loop me in as well?

DIRECTVhelp

Community Support

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16.4K Messages

7 m مضت

Hello @ccccsdad  we want to help you with your streaming devices.

 

 

Let's meet in a Direct Message to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums).

 

 

We'll be waiting for your response.

 

 

(Edited per community guidelines), DIRECTV Community Specialist

(edited)

ccccsdad

Contributor

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37 Messages

7 m مضت

I went to the direct message they asked me what my issue was I told them and they never came back on.

ccccsdad

Contributor

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37 Messages

7 m مضت

The DM help is basically worthless. Took 35 minutes for them to reply and when they did all I got was a bunch of gibberish about some back office personnel looking into it. Pretty much the same tech support you get when you call in. Some poor guy at a call center reading from a script, who has no actual tech knowledge of how this stuff works. 

bernpass

Teacher

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23 Messages

7 m مضت

@ccccsdad I was going to tell you not to waste your time dealing with customer service people on here.  Whenever they pop into one of these threads in the forum, it is always safe to ignore them because they have zero technical knowledge and, as you say, they're reading through a script like robots.  If anything along the lines of what I'm suggesting is happening (new or updated CODEC), or anything similar to that, they wouldn't know about it.

The only thing they're likely to suggest are the very things you've probably already tried, like restart the box, restart your router, etc.

ccccsdad

Contributor

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37 Messages

7 m مضت

Agree 100%. I went ahead and canceled my DIRECTV stream service and sent the box back. Maybe in the future if they get that issue resolved, I’ll re-subscribe. Perhaps if they do an update that comes across on your end, and it’s resolves the issue, you can reach out to me on this form and let me know. Appreciate all your input.

Oh, and what’s even stranger is, it does the same thing when using my Roku Ultra.  

(edited)

New Member

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13 Messages

7 m مضت

Similar problem here but opposite symptoms.  My signal is fine for about 10sec then goes jittery (jerky video) thread.

This has been going on for nearly a week now. 😟

The problem only happens with Dtv. No other Roku apps are affected.

ccccsdad

Contributor

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37 Messages

6 m مضت

Guess this thread has died. 

JAL123

Mentor

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100 Messages

4 m مضت

On the free trial for DIRECTV Stream.  Using Apple TV’s.   For the first 10 seconds or so upon a channel switch, the image is not clear and the scrolls at the bottom of sport and news channels jerk (judders).   Then, it clears up.   This is very annoying when you are flipping through channels looking for something to watch.   So, apparently this problem has not been resolved.   Also have Frndly TV.   No such problem with that service. 

(edited)

DIRECTVhelp

Community Support

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16.4K Messages

4 m مضت

Hello @JAL123 , our goal is ensuring you enjoy a high quality experience.

If you haven't yet, please try those helpful tips:

1 - Ensure you're getting the latest version of your software update by accessing Settings > System > Software Updates.
2 - If automatic updates for the apps on your Apple TV are disabled, please go to the App Store > Select the DIRECTV STREAM app > Select Update if available.
3 - Ensure a HDMI cable is being used, and verify all the connections from your Apple TV to the TV (If available, try a HDMI port on another TV).

On top of the steps above, keep in mind you need to use the Apple TV (4th generation) to enjoy our service at its fullest , more info about our compatible devices here
.

Complete the steps above and let us know if you notice any change in the performance of our service, we'll keep an eye on you.
 
Camilo, DIRECTV Community Specialist.
JAL123

Mentor

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100 Messages

4 m مضت

Thank you for the response.   Everything is in order and up to date.   Problem persists.   


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