black screen

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    • Official Post

    1. Yes, we see organised open tickets in this case from your provider.

    2. My personally thought (Not Formulers) about this mess like you say so nice is one question. What have your provider changed or Updated on used protocols that suddenly black screen appear? If you now say, nothing, i will this not believe.

    Explain: 3 Months ago i have one Provider where all 3 protocols worked fine for years. Suddenly i became with my sub (XC APi) constant black screens. After 2 Weeks and (20 hours hard work on Provider side, is what he told me) worked again all like before. So in this case it was definitive the Provider.

    Second: From my 7-8 test subs i `m using, i don`t have not even one with black screen and this should say something.

    3. Sure that your customers are annoyed but is Formuler always guilty when something happen? It seems Provider can change and do what ever he want and at end we can blame Formuler again for everything? Next Time we can blame Formuler also when the ISP goes down:neutral_face: It would be nice if some people stay fair and research everything in full before they start to blame.

    And again, this was my personal statement! If you want to hear what Formuler say, open support ticket and ask them.

    How ever, we are talking intern already about this problem and will research in this case. Would be nice to get test sub so this can be tested in full from the devs.

    This morning I was changing things on router running asuswrt-merlin

    VPN clients for my Network and my Nord on Z8 trying different things to get an app running.

    To check box hadn't been blocked from internet by router I used Mytvonline and discovered the black screen but as soon as changed channel or reconnected portal it was fine again, I think all it is in my case( when using VPN ) and probably others is Provider end when it sees quick IP add change it takes

    a second or two to let you on.

    It wasn't so long ago when they used to ban you when ISP did something.

    Basically what I think It's Provider end IMO

    :thinking_face::thinking_face::thinking_face:

    Just to rule out issues with MYTVOnline 2, maybe you could get a trial with another couple of providers to test?

    You can then open a ticket and document your experience.

    This would give them a chance to replicate the setup to see if it is provider issue:thumbs_up:

    I pmed you yesterday and Said that I've got some people that can help you guys to squeeze this problem out ASAP. But you only referred to the chat bot.. i think it's important both for formuler and your customers that this gets fixed ASAP, then it's not good to communicate with a chat bot.

    However, some people confirming that xc login works now. So issue only when running through M*G Portal.

    People getting black screen is disconnected to the providers portal when a channel is on. Like it can't connect and therefore black screen. Its not even working to press menu then update. They then get the couldn't reload error. Only restart so the box reconnects that way works. Its like the box looses the connection while watching something.

    Its only Formuler devices having this issue. That's why people think it's a formuler problem.

    Edited 2 times, last by Kingcool (December 15, 2020 at 11:21 PM).

    Quote from Kingcool

    I pmed you yesterday and Said that I've got some people that can help you guys to squeeze this problem out ASAP. But you only referred to the chat bot.. i think it's important both for formuler and your customers that this gets fixed ASAP, then it's not good to communicate with a chat bot.

    Puzzled why you needed to pm Sam:thinking_face:

    As you are direct contact with tech support with open tickets , I would have thought that's where you can share provider info etc

    Quote from MikeNumpty

    Puzzled why you needed to pm Sam:thinking_face:

    As you are direct contact with tech support with open tickets , I would have thought that's where you can share provider info etc

    Me myself don't have this issue, i started to chat with the bot myself. But they needed macnr and stuff. That's why i pmed sam to ask about any easier and faster way to contact the dev team.

    But anyway there must be any better way to contact the team directly instead of that bot.

    • Official Post
    Quote from Kingcool

    I pmed you yesterday and Said that I've got some people that can help you guys to squeeze this problem out ASAP. But you only referred to the chat bot.. i think it's important both for formuler and your customers that this gets fixed ASAP, then it's not good to communicate with a chat bot.

    First, if conversation starts then is all written there (private) and should stay there, no matter what was written. PM`s are part of trust and should handled like it is, private. Don`t like to read anything later in public statements or posts, forum rules have also part explaining this. I told you to go the support ticket way and this with important reason.

    Quote from Kingcool

    Me myself don't have this issue, i started to chat with the bot myself. But they needed macnr and stuff. That's why i pmed sam to ask about any easier and faster way to contact the dev team.


    But anyway there must be any better way to contact the team directly instead of that bot.

    Ticket.

    1. First step is Bot to collect needed data and at end to create support ticket.

    2. Supporter contacts you with solution or ask for more details to find the reason for your issue.

    3. Data exchange and extended discussing in this case.

    4. The Issue is not easy to solve, the Ticket escalate and get higher prio nb. Devs check at this point.

    This is how the Ticket System works and it will not change!

    Btw: If i tell someone in postings or conversation, he should open Ticket then this always with essential reason. It is not to push someone away.

    The reason I pmed instead of wrote here was that i thought you guys wanted to get this solved quickly, and therefore you maybe would tell me how we should get in contact with the devs faster than sending a ticket.

    That info i thought you didn't want to share here openly in the forum, that's why I pmed.

    I'm letting you guys work on it now, we just wanted to give a helping hand to a quick solution.

    • Official Post
    Quote from Kingcool

    The reason I pmed instead of wrote here was that i thought you guys wanted to get this solved quickly, and therefore you maybe would tell me how we should get in contact with the devs faster than sending a ticket.


    That info i thought you didn't want to share here openly in the forum, that's why I pmed.


    I'm letting you guys work on it now, we just wanted to give a helping hand to a quick solution.

    To test and see if the problem is on Formuler side, we need asap test-account from your Provider. This can be send to me in PM. Faster we get it, the faster we can test.

    I have tried to find a solution by searching the forum threads.

    I also get a black screen in the past months at one of my Formuler Z8 box.

    The strange thing is that it always works for a while after the reboot. And then the connection is lost again after a while, and it happens after different lengths of time.

    I have 2 Z8 boxes. The other one works perfect so I've changed only the box and again a black screen. The problem is in that box, the Z8 or the app My tvonline. One of them is the problem.

    Quote from The Dude

    Have found a template for how to create a support ticket, but I can find nowhere to register a ticket. So I join the crowd that feels that maybe the forum is the only way out.

    From Sam's post #90

    Ticket.

    1. First step is Bot to collect needed data and at end to create support ticket.

    2. Supporter contacts you with solution or ask for more details to find the reason for your issue.

    3. Data exchange and extended discussing in this case.

    4. The Issue is not easy to solve, the Ticket escalate and get higher prio nb. Devs check at this point.

    This is how the Ticket System works and it will not change!

    Chat with us bot is on this page,

    https://support.formuler.tv/kb/section/2/

    Quote from Fidde

    After i zapping around on then channels the black screen came after a few zapping.

    If there is no solution on this i think i have to buy a new box.

    My provider says that he havent heard about this problems from someone else.

    I have one that is really slow (have you left it black to see if it comes on?). He says I should use Tivimate It was worse, Then said should use VPN,

    "I am" so he said it was that na. A lot are resellers they have no control booting servers and changing channels ect, but they say these things

    After shutdown late in the evening and startup the night after, the screen is black and there is no channels working in MOL2.

    After changing channels, the picture goes black in MOL2 and all channels goes black.

    After checking "connections" in MOL2, the connection to my IPTV provider is still connected and i have to close down and restart my connection to get the channels working again.

    Checks with my IPTV provider who claims its okay from their end.

    Set 2 timerrecordings at evening 21:00 and at night 02:00,only 21:00 recording was present. First time it didnt work.

    Was hoping that the change from TVIP 605S to this box was a good change but im starting to wonder??

    Have the same IPTV provider in both boxes, (ID/MAC-adress in formuler and m3u in TVIP), cleared cache, tested both wifi and ethernetcable, have reset both the box and my router a couple of times.

    Just now the channels froze in MOL2, started up my TVIP 605S and no problems with the same IPTV provider or the same channels.

    Quote from Fidde

    After i zapping around on then channels the black screen came after a few zapping.

    If there is no solution on this i think i have to buy a new box.

    My provider says that he havent heard about this problems from someone else.

    Please try a different IPTV app from Market or google play store on your Formuler device and test your service.

    The team will fix once they can narrow down the issue.:thumbs_up:

    • Official Post

    Just small Info from my tests today.

    What i was able to see today with some provider and test sub (Stalker -ID/MAC) is definitive some problem with not delivering stream (All 3 stream dots are empty) there is no data flow (on some Channels not all), from your point of view is this black screen. What i know and was hundred times to test is that this is Provider Issue. The stream starts sometimes after many seconds and stop again.

    Just as small statement for such who wanted to hear how we see it.

    The next tests will be based on MOL and Tivimate as second IPTV App to compare.

    Maybe its a provider issue but there is someone at the forum that have two different boxes and only have black screen at the formuler box, my friend have a z7 but don't have this problems and we have the same provider.

    If it was a provider issue i wonder why all channels works after a restart of the box?

    Quote

    Ok i have z7+ and have same issues of black screen so I try to find the source and my results are different. When I use my existing server on mol2 the stream dots stays empty for first few seconds and blank screen and it fills after sometime and again it stops. Then second time I connected same server with mol2 using VPN but no difference. Lastly I switched same server to stb emu without any VPN and it’s working perfectly. I tried stb emu on Z7+ and on my chromecast both are working fine. But this is linked with mol2 app. So plz fix same issues on z7 + as well