T

8 Messages

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140 Points

Sun, Nov 21, 2021 9:59 PM

In Progress

hanging on commercials

During the past few days all imdbtv programs are hanging on the commercials. I'm watching thru the Prime app on an appletv box. The app has been reinstalled and the box rebooted. The hang is usually after the second or third commercial and the program can't be resumed. Resuming results in a continuous loop of repeating commercials. Again this has started only during the past few days and as a result no program can be watched past the first block of commercials. - Terry

Employee

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2.1K Messages

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38.2K Points

7 d ago

Hi @terry

Do you notice the issue with the ads hanging on a specific/certain commercial? Or does this occur every second/third commercial regardless of the content? 

Also to help further investigate this, please help provide the following details for your device:

  • Device model
  • OS version number
  • IMDb app version number
  • Prime Video app version number

8 Messages

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140 Points

@Taylor It seems to be happening with all commercials, but it's triggered after the first or second commercial plays.

8 Messages

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140 Points

@Taylor I'm watching on an Apple-tv box running TVOS 14.6. I'm running the latest prime video app, but don't know how to find the version number. The IMDB-tv is accessed inside the prime app. 

We've been watching IMDB inside prime for several months. This problem only showed up in the past 4 or 5 days. I've Google and read about others having the exact same problem on Roku. - Terry

Employee

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2.1K Messages

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38.2K Points

Thanks for the confirmation @terry. If you have a chance, could you please write down and share a few instances of a) what you are watching, b) your local time (and time zone), and c) the video timestamp, when you experience the issue? 

8 Messages

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140 Points

6 d ago

Thanks for you assistance...

I've since updated to TVIOS 15.1, and deleted amazon app plus its data

and then reloadedthe app from the app store. Same Problem. Here is an example:

Judy Justice season 1 episode23

start:00

          6:24      DJ Liberty Mutual commercial Ok

                        next: Coke commercial OK

                        next: Chevron commercial OK

Judy resumed OK

13:40   screen blank for few seconds

              next: Spectrum commercial

              next: Chevron commercial - Hangs

We also watch the Midsomer Murder episodes and see similar result during nearly every block of commercials. - Terry

8 Messages

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140 Points

@terry 

I forgot to mention the Judy example was recorded around 9pm to 9:05 pm CDST.

8 Messages

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140 Points

6 d ago

Another thing I tried was to launch the imdb app on my ipad (which doesn't exhibit the problem) and then mirror the service to my apple tv. This 'workaround' will only mirror the commercials, though, and not the program. 

8 Messages

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140 Points

5 d ago

I've done more work in this. One thing I've noticed is that repeating the Judy show gives a different set of commercials each time (perhaps targeted to us by Amazon?) I've also noticed that the video format of these commercials is different from one another. I think the problem is that the apple box in conjunction with our tv is getting locked up in trying to handle the changes in these formats between. Sometimes, the screen will go black for several seconds when launching the first commercial from the regular program material. I've tried many many combinations of tv and apple box video settings to try to improve the problem but no joy. You asked earlier if the problem is related to a particular commercial. I now think it is related to their formats. - Terry

Employee

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2.1K Messages

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38.2K Points

@terry Thanks for the details and insight provided. I've passed these details to our tech team to further investigate the issue. I'll provide an update once we hear back but if you have any details in the meantime, feel free to share.  

8 Messages

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140 Points

11 h ago

I was able to duplicate the problem at a friend's house over the holiday. Between us I've been able to duplicate the problem on two identical Apple boxes out of five tried. The boxes are all A1842(32GB) models running tvios 15.1.1 and the Amazon app. 

Terry