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Set Top Box Problem

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    Set Top Box Problem

    I have a STB with latest software, etc. It is connected via HDMI and ethernet. I have been a long time Vudu customer. Recently when I turn on the STB I get a green screen on my TV; a reboot fixes the green screen, but movies no longer play in Dolby Digital only stereo. When I go back to settings to try to make changes, after each setting change the screen changes to a "snowy" appearance which requires pressing the Power button on the remote to cycle on/off; then the picture resumes. But still the movies only play in stereo despite the setting under Audio for HDMI to "surround sound 5.1".

    I paid for an HDX download of "The Fair Game", but could not get it to play in digital despite all efforts. I have changed HDMI cables and inputs to no avail. My system otherwise works perfectly. I did not watch the movie, as I don't want to pay for high definition audio and not receive it. I would like to request a refund. This occurred today. Please let me know what information you require to process a refund, but more importantly what can you do so solve this problem. I would like to stay a Vudu customer, but not if the STB does not work and is no longer supported. I had previously emailed John An about this problem but never received the courtesy of a reply. I patiently await resolution.

    Thank you.

    #2
    Re: Set Top Box Problem

    Seeing your post, I tried my purchased version of that movie....description said Dolby Digital Plus, but the actual output to my receiver was Dolby Pro-Logic...strange....

    Comment


      #3
      Re: Set Top Box Problem

      That specific movie is only available in Dolby Stereo.
      We don't get all movies from the studios in 5.1 surround sound.
      You can always find the audio format for a specific movie under "More Info".
      Hagen.

      Comment


        #4
        Re: Set Top Box Problem

        ...and regarding the display on your receiver, the DD/DD+ output might indicate pro logic encoding, so that's what the receiver displays.
        Hagen.

        Comment


          #5
          Re: Set Top Box Problem

          The Green Screen/snow problem is usually (almost certainly) due to non-compliant HDCP negotiation on your display device. It is generally associated with routing HDMI through receivers.

          Plugging the box directly into the TV prevents the problem (while of course making the system trickier to use).

          I actually get the equivalent problem on my wife's Apple-TV device ("you must use an HDCP-enabled device") so it is not limited to Vudu.

          Comment


            #6
            Re: Set Top Box Problem

            Originally posted by Hagen View Post
            That specific movie is only available in Dolby Stereo.
            We don't get all movies from the studios in 5.1 surround sound.
            You can always find the audio format for a specific movie under "More Info".
            Hagen.
            Hagen, I looked at "more info" and it said Dolby Digital Plus Stereo, which I would think to be 5.1 audio....I didn't know there was DD+ Stereo and DD+ 5.1......Consider me educated....I always thought DD+ meant 5.1 and DD meant stereo.....

            Comment


              #7
              Re: Set Top Box Problem

              Yep, the whole naming can be confusing. That's why we spell it out to be 5.1 or stereo.
              DD+ just means it's a better codec optimized (amongst other things) to provide better quality at low bitrates. So at the same bitrate you can get better quality with DD+ vs. regular DD.
              Hagen.

              Comment


                #8
                Re: Set Top Box Problem

                Originally posted by Hagen View Post
                Yep, the whole naming can be confusing. That's why we spell it out to be 5.1 or stereo.
                DD+ just means it's a better codec optimized (amongst other things) to provide better quality at low bitrates. So at the same bitrate you can get better quality with DD+ vs. regular DD.
                Hagen.
                Great info, thanks....

                Comment


                  #9
                  Re: Set Top Box Problem

                  Interesting thoughts....but the movie is available in digital sound (however it is named). As for the HDMI issue through the receiver...all of my other devices including Apple TV, Blu-ray and Satellite work perfectly....this STB worked fine before some of the latest software updates (which I believe is the culprit). I have high end Pioneer Elite equipment that have always handled video throughput. I have changed inputs and cables to no avail.

                  I don't know why a DD signal would show as pro logic but certainly it should not show as stereo. I did rent the same title on Apple TV and it played back in Dolby Digital just as it should. Hard for me to believe a recent title available in HDX video format would not have digial sound output...a feature that Vudu pushes as a value point...I think they call it Dolby Digital Plus.

                  Bottom line as far as I see (but then again who says I'm right, but I am the customer) there is a software problem with my STB. Now the question is what to do about it.

                  Comment


                    #10
                    Please slide output selector towards power cable.

                    There's a tiny switch on the back of your VBX which is used to select between "Composite" and "Component" mode, it's right next to the power cable. The switch is labeled "Component Video Out" and the two settings are labeled "480i" (Composite) and "480p" (Component). If you are seeing the green-box when your receiver and the VBX are having trouble with HDCP, that means the switch is set to "480i". If you set it to "480p" (which means sliding it TOWARDS the power cable) then this will reduce your problems and may even fix them.

                    rationale:

                    The VBX can tell whether HDMI is connected, but cannot tell whether any Analog outputs are connected (Composite, Component, S-Video, etc.). Therefore there is a switch to allow the user to distinguish between TV-mode (Composite, roughly) and High-Def (Component).

                    On my home system which has this problem the receiver turns off HDMI for 100 ms a few seconds after starting it for some reason we haven't figured out yet. This period is long enough that the VBX proceeds to switch to the Analog Output mode selected by the "Component Video Out" switch. If the Analog mode is Composite then it has to switch many parameters to get 480i. If the Analog mode is Component then it doesn't switch anything. While it is switching to 480i the receiver turns on HDMI again. This makes it necessary for everything to switch back, which it seems to do, and everything looks like it is set up correctly; then the receiver switches off HDMI again.

                    I am working on a software fix for this, however for some systems switching to 480p is enough.
                    Last edited by David Zink; 04-13-2011, 12:17 PM.

                    Comment


                      #11
                      Re: Set Top Box Problem

                      Thank you for taking the time to reply with this information. I did notice that switch and had set for 480p. I did replace the HDMI cable and reset the box...I also stopped using the standby off switch....and now all seems to work as it should.

                      I did speak with Vudu telephone support over last weekend and I was very pleased with their response. They were very helpful and clear about the desire to solve my issue. We went through several troubleshooting steps. Acutally I've tried so many things, I cannot say for sure what was the real cure (might have been the switch you mentioned). I even received a followup call several hours after my first call to support to see how things were going. Very professional and well handled. Kudos to the Vudu support team.

                      The end of the story is that all is working fine. I even learned that some HDX movies are Dolby Digital Stereo which is different than Dolby Digital 5.1. When selecting a movie, check under "More Info" to learn what audio you will receive.. I am now a Happy Vudu user once again.

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