One channel not working

Channels Apple TV Troubleshooting
#1

I have an ATV 4 running the newest tvOS, Synology NAS, and have a HDHomeRun Prime running a cable card from Charter and am experiencing an issue when trying to watch Comedy Central. When I try to watch this channel from my ATV the channel loads, stalls for a number of minutes then starts to play with no sound. I am able to watch this channel from the DVR web UI without any issues.

Here is some log information:

2017/09/29 11:34:37 [TNR] Opened connection to 13267043 for ch633
2017/09/29 11:36:35 [TNR] Sharing existing connection to 13267043 for ch633 (clients=2, len=0)
2017/09/29 11:36:35 [HLS] Starting transcoder for channel 633 (encoder=h264_vaapi, resolution=720, deinterlacer=blend, bitrate=6000)
libva info: VA-API version 0.40.0
libva info: va_getDriverName() returns 0
libva info: va_openDriver() returns 0
[mpegts @ 0x3437a40] Could not find codec parameters for stream 2 (Audio: ac3 ([129][0][0][0] / 0x0081), 0 channels, fltp): unspecified sample rate
Consider increasing the value for the ‘analyzeduration’ and ‘probesize’ options
2017/09/29 11:37:27 [HLS] Stopping transcoder session ANY-ch633 @ 51.184467s
[mpegts @ 0x3437a40] Dropped corrupted packet (stream = 1)
[mpeg2video @ 0x3456620] ac-tex damaged at 27 39
[mpeg2video @ 0x3456620] Warning MVs not available
Error writing trailer of /volume1/DVR/Streaming/ANY-ch633/stream.m3u8: No such file or directory

2017/09/29 11:34:37 is when I tune to the channel on my ATV
2017/09/29 11:36:35 is when I tune to the channel in the web UI

The other lines in the log I think are all generated from the web UI. Not sure why these are generating or if they are part of my problem. Comedy Central is the only channel I have this issue with and it occurs with live tv or recorded programs. Recorded programs do not provide any additional log messages; however, the video does not take as long to play as it does with live TV.

Any thoughts on what might be happening?

#2

Please try playing the channel in the beta testflight app and then click Submit Diagnostics at the bottom of Settings tab.

#3

Do you have an invitation code handy?

#4

I sent them up. It took about 7 minutes before the video started playing with no sound.

#5

Hmm, that’s pretty strange. In the app if you set “Tuner Sharing” to off, does it make any difference?

Can you hit record on whatever’s playing on CC right now, and then stop the recording after 30 seconds. Email the file to [email protected]

#6

Record with tuner sharing on or off?

Turning tuner sharing off didn’t make a difference. Unless that needs to be turned off on all my ATVs

#7

Tuner sharing is an app setting and doesn’t affect recordings.

#8

Sent. You should have it shortly.

#9

Are you able to watch the recording on the ATV, or does it have the same problem?

#10

Same problem, but the video starts playing with no sound much faster than when trying live TV. I can also watch it in the DVR web UI

#11

Sent a new testflight build with a fix.

#12

The recording plays now, but not the live channel.

#13

If your HDHR firmware up to date?

#14

Yes, 20170815

#15

I see there is a new firmware out for the tuner, 20170930. I just updated that and the latest release of the beta and still same issue.

#16

For whatever reason CC is working now in both the beta and general release.

#17

Thanks for the update! I guess your cable co noticed it was sending a bad audio track on that channel and fixed it.