V HD Problem with audio on 3D films

roughbeast · 21-04-2012, 10:58

We rented Puss in Boots 3D off Filmflex yesterday. The 3D works fine through our HD box, but there is no audio.
I went through a process of elimination.
Ordinary 3D channels such as Forgotten Planet and Invasion of the Giant Jellyfish work well with full 3D and audio.
I tried the same film on our TIVO ( not attached to a 3D TV) The audio worked fine.
I rebooted the HD box more than once. No change.
The box is attached to the 3D TV through HDMI. Audio is normally via fibre from the TV to a wall mounted bar system. I tried a scart connection to a different screen. No change. I can only assume the problem is with the HD box and only with On Demand 3D rentals.
I have checked with CS. They say there are no issues in my area. They have refunded the rental and have elevated the problem to a higher level technical team. (Resolution in 24hrs)

Any ideas on this problem folk?

spiderplant · 21-04-2012, 11:35

It's a long shot, but try changing the HDMI Audio Override setting.

Do you have a Samsung or Scientific-Atlanta V+?

essjay · 21-04-2012, 12:30

This fault was highlighted a couple of weeks ago, there is a problem with the mpeg audio, this should have been removed and re-encoded

DaMac · 21-04-2012, 14:13

mpeg audio, you mean Virgin are renting out 3d studio releases with stereo audio? I wouldn't be happy about that.

roughbeast · 21-04-2012, 14:55

Quote:

Originally Posted by spiderplant

It's a long shot, but try changing the HDMI Audio Override setting.

Do you have a Samsung or Scientific-Atlanta V+?

Thanks for the thought. I tried that but that is only if you are connecting from HD box to screen audio with optic cable.
It's a Samsung box.

---------- Post added at 15:54 ---------- Previous post was at 15:52 ----------

Quote:

Originally Posted by essjay

This fault was highlighted a couple of weeks ago, there is a problem with the mpeg audio, this should have been removed and re-encoded

So, that affects HD boxes, but not TIVOs?

---------- Post added at 15:55 ---------- Previous post was at 15:54 ----------

Quote:

Originally Posted by DaMac

mpeg audio, you mean Virgin are renting out 3d studio releases with stereo audio? I wouldn't be happy about that.

It appears so - FilmFlex via Virgin.

spiderplant · 21-04-2012, 16:48

Quote:

Originally Posted by roughbeast

Thanks for the thought. I tried that but that is only if you are connecting from HD box to screen audio with optic cable.

Actually it applies to both HDMI and optical. But anyway...

essjay's explanation sounds very plausible. Your TiVo is using the correctly-encoded Dolby audio but the V+ is using the silent MPEG. The question is why it didn't get fixed in your region.

Quote:

Originally Posted by DaMac

mpeg audio, you mean Virgin are renting out 3d studio releases with stereo audio? I wouldn't be happy about that.

I think essjay means it is encoded with both MPEG and Dolby tracks.

roughbeast · 22-04-2012, 16:49

So much for VM's 24 hour resolution of the problem. I just checked. No audio on the HD box.

So we could watch the movie on TIVO we have swapped the location of our boxes. We preferred the TIVO storage facility to be in another room.

We got a refund, but no resolution. Now I have to go through the frustration of explaining it all again.

spiderplant · 22-04-2012, 17:36

Why do you need to explain it again? You've watched it now (and for free

)

roughbeast · 23-04-2012, 06:50

Quote:

Originally Posted by spiderplant

Why do you need to explain it again? You've watched it now (and for free

)

I don't get you.

I was explaining that the issue has not been resolved after 24 hours even though CS assured me it would.

spiderplant · 23-04-2012, 09:27

Quote:

Originally Posted by roughbeast

I was explaining that the issue has not been resolved after 24 hours even though CS assured me it would.

Yes, I understand that, but do you really care now you have watched it on the TiVo?

Hopefully essjay can work some magic on it anyway.

essjay · 23-04-2012, 09:57

Quote:

Originally Posted by spiderplant

Hopefully essjay can work some magic on it anyway.

Unfortunately I am not back in th office until the 9th May

roughbeast · 23-04-2012, 14:51

Quote:

Originally Posted by spiderplant

Yes, I understand that, but do you really care now you have watched it on the TiVo?

Yes I b@*!*y do care! I had to move the TIVO away where we prefer to keep it. Its big storage is perfect for the room that it was in. As soon as proper paid-for service is resumed will will swap the boxes over again. BTW they still haven't fixed it.

spiderplant · 23-04-2012, 17:42

After a bit of digging I have found there is an open fault ticket for this, ref F001955600. It is being worked on.

roughbeast · 23-04-2012, 20:02

Quote:

Originally Posted by spiderplant

After a bit of digging I have found there is an open fault ticket for this, ref F001955600. It is being worked on.

Thanks. Can i follow that ref up anywhere on line?

spiderplant · 23-04-2012, 20:56

No, but I'll keep an eye on it for you.