Bill Mullin
06-04-03, 10:38 AM
I spent a LOT of time on the phone with Dish advanced support working on the pixelation and sound dropout problem, and a LOT of time on my own before resolving the problems on my 721. In retrospect, 90% of this effort was because the problem was intermittent. Had there been continual problems, the situation would have been cleared up weeks ago.
Background: I got my 721 in August, 2002, at which time it worked perfectly. In December, I left town for a week, but before leaving I programmed the 721 to record 14 movies. When I returned, all 14 had been recorded and all were flawless ~ I was a happy camper! In January, just about the time software version 109 was released, I started seeing pixelation and sound dropouts in my recordings. I also had "acquiring tuner" messages, but these were rare. Since the new software version had just come out, of course software was suspect, but in my case this turned out not to be the cause of the problem.
Last week I decided to simply sit in front of the TV for as long as it took and watch for the pixelation to start up. Whenever it did, I performed tests. Needless to say, I wasted a lot of time watching clean video between short bursts of pixelation. Here's some of the things you can do to pinpoint and cure the problem:
(Print out the caveat and #1 - #9, then have the printout beside you as you work on your problem.)
Lawyer caveat: Note that you're performing the following tests at your own risk!
1. There are 5 different areas where pixelation can occur. These areas are the LNBF, the coax between the LNBF and the grounding block (GND), the GND itself, the coax between the GND and the 721, and the 721 itself. The following tests will help you isolate where the problems originate. Of course once you have identified the source of the problem, the fix will be easy.
2. On the back of the 721 are the two tuner inputs, clearly labeled "1" and "2". Set up some kind of way of quickly disconnecting both coax connectors and switching them between tuners. A coax switching system would be best, but in my case what I did was to disconnect both coax lines to the 721, screw coax "barrels" into each coax connector, then add 3' cables with quick disconnects (push-on connectors) to the coax line. Use a pieces of masking tape, label the lines T1 and T2, then connect them to the appropriate inputs on the 721.
3. If you've noted that any single channel has problems more constantly than others, bring this channel up full screen. Additionally, bring up the PiP picture and put the same channel into the PiP window.
4. While watching the set and seeing pixelation on one tuner only (more later on problems in both tuners), reverse the two connectors at the back of the 721. If the problem stays on the same tuner, your problem is internal to the 721, most likely the hardware. Call Dish advanced support for a replacement 721, but be prepared to tell them in great detail how you determined that you have a defective tuner. If this solved your problem, go to "Tips" below.
5. Replace the labeled T1 connector to 1 at the back of the 721, and T2 to 2. Go outside and disconnect one cable from the GND, then check your TV to see if T1 or T2 is now trying to acquire a picture. Using masking tape, label both coax lines between the GND and the 721 appropriately, then reconnect the cable.
6. Disconnect the GND input and output T1 and T2 lines, then reconnect them to each other through coax barrels, thereby bypassing the GND. Ensure that the metal outside of each connector does not touch the GND, each other, or any other metal surface. View your TV, if the pixelation has gone away, your problem is that you have a defective GND ~ replace it. If this solved your problem, go to "Tips" below.
7. Reconnect all lines to the GND, but reverse the lines between the GND and the 721 from where they were in step 5. If the pixelation has switched tuners, chances are that you have a bad run of coax or a bad LNBF. But rather than going out and buying a new run of coax, the smart thing would be to have a piece the right length available for testing. Note that your coax must be RG-6 that is rated for satellite (2.3 GHz or higher), normal TV coax will not do the job. Substitute this test piece for the suspect run of coax, then if the problem goes away, all you need to do is replace a section of coax, then put away the test coax for future problems. If this solved your problem, go to "Tips" below.
8. If the test coax did not solve the problem, try a short run of test coax between the LNBF and the ground block on the side that goes to the tuner that is showing pixelation. If eliminates the problem, replace the short piece of coax and your problem is over. If this solved your problem, go to "Tips" below.
9. Reverse the 2 coax lines at the LNBF. If the problem switches tuners, you have a defective LNBF, replace it and your problem is solved.
Tips
- Someone is going to point a finger at me and say that their unit only pixelates once every two hours or so, so why should they go through all this hassle? In this case the problem probably originates on the incoming transmission and there's nothing you can do about it. This write-up is for those that are seeing excessive pixelation (each user can define excessive for themselves).
- If in step 4 you see pixelation on both tuners at the same time (rare), and bypassing the GND in step 6 does not solve the problem, you need to try substitution to determine where the problem is. Substitute the following one item at a time until your pixelation problem is resolved: Coax sections between the GND and the LNBF, coax sections between the GND and the 721, the LNBF itself, and finally the 721.
- If your problem originates in a single tuner only, but you haven't yet isolated the cause, you can still record programs. Just use the quick coax disconnects at the back of the 721 to insure that the pixelated picture is full screen, then DO NOT turn off the 721 ~ any recordings your have programmed will be taken from the good tuner. Note that just about anything you do with the 721 (turn it off/on for an instant, view the EPG, play back a recording, etc.) can result in the tuners changing places, so be sure the LAST thing you do before recording is ensure the bad tuner is full screen, then leave the 721 alone.
- The problem in my 721 was identified in step 4 as being T2 in the 721 itself. I explained what I had done to Dish advanced support, and they agreed that my 721 needed replacing. They sent me a new one via 2-day UPS, and once it was installed my problem was gone!
- I was told by Dish advanced support that my replacement 721 was guaranteed for 90 days. Since my first 721 became defective after 5 months, I was concerned that my unit might become defective after the guarantee period, and since I owned rather than leased my unit, I'd end up with a $500 paper weight. The technician suggested I get their $1.99/month insurance, which would cover the 721 as well as the LNBF. Since this amount would be automatically added to my bill monthly, this turned out to be cheap and convenient insurance. Additionally, I think it was smart to take this insurance, since 721's seem prone to pixelation problems, so it is very likely that I will be returning this unit sooner or later.
- The worse part of pinpointing the problem is the waiting that you'll have to go through if your problem is intermittent. Be prepared to spend a lot of time in front of your set waiting, waiting, waiting . . .
I have a background in computers and electronics. The toughest problems to fix in both areas are those that are intermittent, especially when the problems originate in the hardware. Note that intermittent hardware problems are somewhat rare in digital circuitry, but that turned out to be exactly what was wrong in my system! Of course hardware problems being so rare, I had suspected software from day 1. When subsequent software upgrades made no difference, I finally decided to take a hard look at the hardware! This delay caused me to miss a lot of good programming, but no longer! :)
Good luck,
Bill
Background: I got my 721 in August, 2002, at which time it worked perfectly. In December, I left town for a week, but before leaving I programmed the 721 to record 14 movies. When I returned, all 14 had been recorded and all were flawless ~ I was a happy camper! In January, just about the time software version 109 was released, I started seeing pixelation and sound dropouts in my recordings. I also had "acquiring tuner" messages, but these were rare. Since the new software version had just come out, of course software was suspect, but in my case this turned out not to be the cause of the problem.
Last week I decided to simply sit in front of the TV for as long as it took and watch for the pixelation to start up. Whenever it did, I performed tests. Needless to say, I wasted a lot of time watching clean video between short bursts of pixelation. Here's some of the things you can do to pinpoint and cure the problem:
(Print out the caveat and #1 - #9, then have the printout beside you as you work on your problem.)
Lawyer caveat: Note that you're performing the following tests at your own risk!
1. There are 5 different areas where pixelation can occur. These areas are the LNBF, the coax between the LNBF and the grounding block (GND), the GND itself, the coax between the GND and the 721, and the 721 itself. The following tests will help you isolate where the problems originate. Of course once you have identified the source of the problem, the fix will be easy.
2. On the back of the 721 are the two tuner inputs, clearly labeled "1" and "2". Set up some kind of way of quickly disconnecting both coax connectors and switching them between tuners. A coax switching system would be best, but in my case what I did was to disconnect both coax lines to the 721, screw coax "barrels" into each coax connector, then add 3' cables with quick disconnects (push-on connectors) to the coax line. Use a pieces of masking tape, label the lines T1 and T2, then connect them to the appropriate inputs on the 721.
3. If you've noted that any single channel has problems more constantly than others, bring this channel up full screen. Additionally, bring up the PiP picture and put the same channel into the PiP window.
4. While watching the set and seeing pixelation on one tuner only (more later on problems in both tuners), reverse the two connectors at the back of the 721. If the problem stays on the same tuner, your problem is internal to the 721, most likely the hardware. Call Dish advanced support for a replacement 721, but be prepared to tell them in great detail how you determined that you have a defective tuner. If this solved your problem, go to "Tips" below.
5. Replace the labeled T1 connector to 1 at the back of the 721, and T2 to 2. Go outside and disconnect one cable from the GND, then check your TV to see if T1 or T2 is now trying to acquire a picture. Using masking tape, label both coax lines between the GND and the 721 appropriately, then reconnect the cable.
6. Disconnect the GND input and output T1 and T2 lines, then reconnect them to each other through coax barrels, thereby bypassing the GND. Ensure that the metal outside of each connector does not touch the GND, each other, or any other metal surface. View your TV, if the pixelation has gone away, your problem is that you have a defective GND ~ replace it. If this solved your problem, go to "Tips" below.
7. Reconnect all lines to the GND, but reverse the lines between the GND and the 721 from where they were in step 5. If the pixelation has switched tuners, chances are that you have a bad run of coax or a bad LNBF. But rather than going out and buying a new run of coax, the smart thing would be to have a piece the right length available for testing. Note that your coax must be RG-6 that is rated for satellite (2.3 GHz or higher), normal TV coax will not do the job. Substitute this test piece for the suspect run of coax, then if the problem goes away, all you need to do is replace a section of coax, then put away the test coax for future problems. If this solved your problem, go to "Tips" below.
8. If the test coax did not solve the problem, try a short run of test coax between the LNBF and the ground block on the side that goes to the tuner that is showing pixelation. If eliminates the problem, replace the short piece of coax and your problem is over. If this solved your problem, go to "Tips" below.
9. Reverse the 2 coax lines at the LNBF. If the problem switches tuners, you have a defective LNBF, replace it and your problem is solved.
Tips
- Someone is going to point a finger at me and say that their unit only pixelates once every two hours or so, so why should they go through all this hassle? In this case the problem probably originates on the incoming transmission and there's nothing you can do about it. This write-up is for those that are seeing excessive pixelation (each user can define excessive for themselves).
- If in step 4 you see pixelation on both tuners at the same time (rare), and bypassing the GND in step 6 does not solve the problem, you need to try substitution to determine where the problem is. Substitute the following one item at a time until your pixelation problem is resolved: Coax sections between the GND and the LNBF, coax sections between the GND and the 721, the LNBF itself, and finally the 721.
- If your problem originates in a single tuner only, but you haven't yet isolated the cause, you can still record programs. Just use the quick coax disconnects at the back of the 721 to insure that the pixelated picture is full screen, then DO NOT turn off the 721 ~ any recordings your have programmed will be taken from the good tuner. Note that just about anything you do with the 721 (turn it off/on for an instant, view the EPG, play back a recording, etc.) can result in the tuners changing places, so be sure the LAST thing you do before recording is ensure the bad tuner is full screen, then leave the 721 alone.
- The problem in my 721 was identified in step 4 as being T2 in the 721 itself. I explained what I had done to Dish advanced support, and they agreed that my 721 needed replacing. They sent me a new one via 2-day UPS, and once it was installed my problem was gone!
- I was told by Dish advanced support that my replacement 721 was guaranteed for 90 days. Since my first 721 became defective after 5 months, I was concerned that my unit might become defective after the guarantee period, and since I owned rather than leased my unit, I'd end up with a $500 paper weight. The technician suggested I get their $1.99/month insurance, which would cover the 721 as well as the LNBF. Since this amount would be automatically added to my bill monthly, this turned out to be cheap and convenient insurance. Additionally, I think it was smart to take this insurance, since 721's seem prone to pixelation problems, so it is very likely that I will be returning this unit sooner or later.
- The worse part of pinpointing the problem is the waiting that you'll have to go through if your problem is intermittent. Be prepared to spend a lot of time in front of your set waiting, waiting, waiting . . .
I have a background in computers and electronics. The toughest problems to fix in both areas are those that are intermittent, especially when the problems originate in the hardware. Note that intermittent hardware problems are somewhat rare in digital circuitry, but that turned out to be exactly what was wrong in my system! Of course hardware problems being so rare, I had suspected software from day 1. When subsequent software upgrades made no difference, I finally decided to take a hard look at the hardware! This delay caused me to miss a lot of good programming, but no longer! :)
Good luck,
Bill