Bluesky TV still loses video signal when changing AVR inputs

[ziggurcat]

Hi there,

I'm still experiencing a problem where my BlueSky TV box loses its video signal after an indeterminate amount of input changes (indeterminate because it isn't the same number each time).  I am 100% certain that this is something with the BlueSky, and not my AVR because if the signal is lost, and I pull the HDMI cable from the AVR, and plug it directly into the TV, it does not restore.  I figure something happens at some point during the handshake.

I've also noticed just recently that - because I went from having the BlueSky going through my TV to avoid having to deal with constantly unplugging the BlueSky TV box to regain the video signal (there's not way to even access the guide/menu when this happens) - that occasionally I have lost sound if you skip ahead/back footage (whether it be regular TV or Netflix) while using an optical audio cable (which I had to do in order to get sound funneled through my AVR while the BlueSky box was connected directly to the TV).  The sound loss thing is very recent, though.  I have had the box connected to the TV for most of the time I've had it, and it only started doing this a few days ago, so I don't know if there was an overnight FW update that may have caused an issue?

I am not sure whether replacing the unit altogether - unless there is a newer HW revision available - will do anything because the box I have was a replacement for the original one I got when I signed up.  

[shaw-tony]

Hey @ziggurcat, have you tried swapping to a new HDMI cord to see if the issue persists? I'd recommend giving that a try first. Otherwise, it may be an issue with the HDMI output or settings. Do you see a black screen when the TV loses signal or if the BlueSky TV box reboots?

[ziggurcat]

Hi @shaw-tony 

I have not necessarily tried that, I don't think, but part of me thinks that if removing the HDMI from the AVR, and plugging it directly into the TV doesn't return the signal, I don't think it's either the cable nor the AVR.  I will try a new cable anyway because I know I can't fully discount that until I've tested.  There is even a very slight chance that it's the AVR, but I don't have a different one to be able to conduct any sort of testing.  

I see a black screen when the issue occurs.  The only way to return the signal is to reboot the BlueSky box, and since the menu isn't accessible, the reboot is conducted by unplugging the box itself.  The other thing to note is that when this issue is present, selecting the button on my TV's remote to view the current resolution shows 720p instead of the full 4K resolution (3840x2160p 4K 16:9).

The settings on the BlueSky box are:

Video Output Resolution: 16:9, 2160p60 4K UHD (Best Available)

Zoom: Full

HDMI Audio Output: Expert Mode

[ziggurcat]

Sorry for the second reply - there doesn't seem to be an option to edit posts, but there's one other thing to note:

The issue has also occurred even just switching back and forth from Netflix on the BlueSky box and regular TV (so not even switching inputs on the AVR).

[alima566]

This happens to me too. It happens when I switch from my PS4 HDMI input back to my BlueSky TV HDMI input.

[shaw-tony]

@ziggurcat @alima566 do you have these versions (XG1V3 or XG1V4) of the BlueSky TV box? I did find a known issue regarding the HDMI handshake video instability. Our engineering teams are working on a fix which should happen through a software update.

[ziggurcat]

Hi @shaw-tony 

Apologies for not responding sooner, I was out of Province up until a few days ago. I have the XG1V4 BlueSky TV box.  

One thing I noticed just today - Turned on my TV, started watching something and went to increase the volume.  When I did that, I noticed that the volume bar that pops up on the TV's screen was very small, so I pressed Display on my Sony TV's remote to show the current resolution, etc... and it displayed "720p 16:9 Dolby Digital." This was one of the symptoms I noticed when I brought this issue up previously.

On the BlueSky TV box's settings, I went to Device Settings > Video Display in the settings menu, and 16:9, 2160p60 4K UHD was selected as the resolution.  I then selected 16:9 720p HD, agreed, and noticed that no handshake occurred.  I re-selected16:9, 2160p60 4K UHD, and a handshake occurred.  I then selected Display on my Sony TV's remote again, and it displayed the resolution correctly as "3840 x 2160p 4K 16:9 Dolby Digital."

So I was able to correct this via the menu, but most times you get no video signal at all, and no access to the BlueSky settings menu, which then requires a complete reboot of the BlueSky box by unplugging it.  This seems very clear to me that there's a bug in the BlueSky TV box related to whatever handshake occurs when inputs are switched - it even occurs when I have the same input selected, and I'm just going through some options on my AVR's setup menu (some kind of handshake does occur to have the AVR's menu show up on screen as well). 

Another little idiosyncrasy I've observed is when I go to the Video Display option in the BlueSky's settings - if the BlueSky box is connected to an AVR, under the little TV icon it says "Unknown company."  It displays the correct information if I have the box connected directly to the TV. 

If your engineering teams are working on a solution, please let me know when that fix has been pushed through so that I may be able to verify that it is indeed fixed. 

[ziggurcat]

Hi @shaw-tony 

Any updates on the status of this issue?

[shaw-tony]

@ziggurcat I haven't heard of any updates on this yet. I was advised it will be through a new software update, at this time there is no ETA.

[ziggurcat]

Hi @shaw-tony 

Ok, I just hope that whenever it is, it's soon.  I experienced a never-seen-before symptom today.  I have been going in and out of my AVR settings a lot lately because I acquired some new speakers, so I have been fine-tuning the calibration settings.  As doing that also causes the issue (since a handshake occurs any time it goes in/out of the AVR's settings menu on screen), I got the blank screen symptom.  The black screen isn't the never-seen-before symptom, though - I turned off the TV, and AVR then turned them both back on and instead of no video signal at all as it has done before whenever I experience no video signal whatsoever, I was seeing what I could only describe as a half-signal.  There was something visible on screen, but it was severely flickering - it looked like whatever was happening wasn't good for either the TV or the BlueSky TV box.  Because there was sort of a signal, switching resolutions in the BluSky TV box did not resolve the issue.  I had to unplug the BlueSky box to get it to work properly again.  

It almost seems like the HDMI port on the BlueSky box is defective or something.