cannot see transmitted tv show on actually television

Weimmiodeu31

does anyone have a problem with the TV Box 5 where there is audio, the menu’s can be seen but when on live TV or trying to view a recorded movie the actual ‘picture’ cannot be seen.

so we select to watch SR1 News and can see the station menu at the bottom of the screen, we hear the Moderator talking but we do not see the actual people, etc., themselves.

This is a reported incident and seemed to fix itself but now it is back and not happy that we cannot view anything on our tv.

we are able to plug in the actual tv via the same HDMI cable to our MacBook whilst logged into Swisscom TV and view everything.. so to me it has more to do with how the tvbox is programmed!!!!

Thanks.

Black Mamba

@Weimmiodeu31

reboot TV-Box 5 via menu blue TV > home > settings

if necessary, perform a complete reset by disconnecting it from the power supply for a few moments and then reconnecting it

bitracer

Try also different HDMI ports.

Weimmiodeu31

Thank you for your suggestion.

I logged into my account then headed over to https://tv.blue.ch/home

once there I cannot see any button/menu for Settings!!!

this fault is reported with Swisscom and has not been fixed since 12.11.2024.

But let me deal with your suggestion first.. as typed out above..

Secondly, I can only say that via an online Consultant, we have reset the TVbox 5, unplugged it, pushed the reset button so many times underneath.. and then basically started the whole process of setting it up again.. this has happened nearly every time I called Swisscom for help.

Thirdly, going backwards here, but on the first installation of the TVBox 5, we had the same problem but a technician, after some days, magically fixed his end!! but then two weeks later the previous problem occurred again and now I’m on here typing about it.. Sorry, I just realised that I’ve already said this in my original post.. but I’m so frustrated.

Thank you..

Weimmiodeu31

thank you. I have previously done that with no difference.

But I tried it again, on your suggestion, but no difference…

r00t

Hi @Weimmiodeu31

Could you please let us know:

- Your TVs exact model

and if the issue persists

- when using Apps (i.E. YouTube)

- when selecting a different quality (option key > image)

- when watching a different channel

- when using replay

Answering those questions will enable us to narrow down the issue a bit and potentially report it back to Swisscom.

Best,

r00t

Weimmiodeu31

The problem has been fixed!

If you read all my posts and others, nothing helped (unless I misunderstood your requests).. I’m sorry to inform you all.. but thank you for your contributions.

Yesterday I’d missed a call from Swisscom. I called back but waited to long in a queue and then decided to request a ‘call back’.

I spoke with a Swisscom Consultant, a female, and -

I recounted the problem for the 100th time..

We reset the box.

Changed the cables, again.

I was short on time and pushing this as I had an appointment, so my reluctance to keep resetting and changing cables etc. was wearing me out.

Anyway, I kept it short is my point and sorry for the long rambling..but

1. we changed the cables, HDMI to the other slot again;

2. we reset the TVBox 5, by pushing the small button underneath.

3. the problem still existed at this point.

4. last request before organising for a Technician to visit our residence, was;

5. please pull the power on the TV itself - I literally pulled out the electric cable on the TV, waited for 75 seconds. She stressed it had to be no less than one minute;

6. the TV came on, the TVBox was still on and ‘voila’ it worked!!!

This meant, to repeat, that we could hear the movie/news, etc., we could see the menus BUT this time we could see the actual movie, moderator, etc.,

Problem was fixed.

I mentioned about the TV being 9 years of age. It is probably not a ‘smart tv’ as they are now…

to answer the question about the TV model etc:

Samsung

80 cm

Model: UE32J5170AS
Model Type: UE 32U5170ASXZG
Type No: UE32J5170

I can only repeat and finish with and hope that it stays fixed.. previously it didn’t work, fixed itself up and then two weeks later it was back with this not being able to see the actual transmission of the ‘program’ on the screen while hearing the audio and menus showing on the screen. The TV would go if the HDMI cable was plugged into my MacBook etc. etc.,

A comment about the Apps, I loaded YouTube and could search for videos to watch but it did the same thing - audio worked, menus worked, but couldn’t view the youtube video content itself..

We have had the TV since 6. November 2015 and NEVER had problems..

Thank you to all who replied to my postings and suggestions.

I wish you all a great day..

bitracer

Nowadays everything is software. Reboot from time to time is always a good thing.

Glad for you that the issue could be resolved.