Mytvonline 2 does not work intermittently

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1st Official Post

    hi since the release of the Z11 series, almost all my Z8 and Z10 series has a mytvonline that does not work intermittently. Sometime it works, sometime it doesn't. If i delete the mac adresse from the portal and re-add it as another subscription sometime it does the trick but its only temporary. I tried fully resetting the box of all settings. Sometime it works amd sometime it doesn't.

    Can someone help me out with this ?

    • Official Post
    Quote from optimumtv2020

    basically the app works fine and all of the sudden the screen goes black...even when you restart the portal, the portal loads up but the screen stayd black. And that happens to many of my customers.

    Please record a video of the issue, and create a conversation with me with the information.

    You can upload the Image/Video file here: https://streamable.com/ > Upload file > Copy link > Paste the link and forward it to me in the conversation.

    • Model: Formuler Z8 pro and Z10 pro
    • Retail Box or Provider Box:
    • Firmware version: v10.10.49
    • MYTVOnline 1 / MYTVOnline 2 version: MYTVOnline 2
    • Connection with provider:
    • Box connected with:
    • Did you factory reset your device? and when?: Yes, multiples times when it first started doing the issue.
    • Picture url (only https):
    • Video download url (only https):
    • What issue(s) are you having? You can watch the live television fine and all of the sudden, the connection drops. Then the message ''retrying 1/5, a network error has occured. But the internet is fine. After a while, the screens says ''please check your internet connection(1)''. The signal seems like its not going in the app because all the other apps works fine. It only does that to MYTVOnline 2. It doesn't do it with MYTVOnline 3 on the Z11 pro. After a while, sometime, the connections comes back up after a few restart of the box.
    • What was you expecting to happen? Im expecting to have a fully fonctionnal box. I have clients that are starting to complain and if it happens to all my Z8 and Z10 customers i'm going to be in trouble.
    • How can we reproduce the issue you are having? It happens when i open mytvonline 2. It can take 10 mins like it can take 2 hours before the issue pops up.
    • What have you tried if anything to rectify the issue? I have tried resseting the box a few time, modify my config file path ways in my server, cancel the subscription and give a new one (for some it did the trick, for others it did not)
    • Official Post

    Please continue with Peter in conversation, give him log file when this happens, so he can forward this to the devs. directly.

    What are your customers using Stalker MAC/ID? Did you test with other routing or DNS Server change on user boxes, as example cloudflare?

    Black screen on Z8 and Z10 are in most cases broken stream between box and Provider.

    Hi Sam,

    I will. To answer your questions, I'm using Stalker ID. I tried with my phone connection which gave me about 40mbits of speed and it still didn't work. What is a DNS server and how do we change it ? And lastly, the Z11 works fine with the same provider. Its really a mytvoline2 problem that i cant figure out.

    Thanks.

    P.S. how can i extract the log file when the situation happens again ?

    • Official Post

    Hi,

    Solutions:

    - Reinstall MOL2 (You can find the MOL2 version in Market for Install)

    - Stalker can be improved from Provider side when they do MAC/ID sub. refresh. In some cases can such Black issue happen if someone else try to use same MAC ID, generated with some tool or other app. Provider should check if same MAC is twice in use. How ever you can also chose Alternate ID and give Provider for registration, also in this case Provider must check if same ID not registered twice.

    - You change from Stalker to XC API and use new protocol with user and password login.

    - If with ethernet cable connected, restart your Router and under IP box settings go to DHCP and execute it once.

    - DNS Server (Source):DNS ensures the internet is not only user-friendly but also works smoothly, loading whatever content we ask for quickly and efficiently. It's one of the cornerstones of how the internet operates. Without it, we'd be stuck memorising long lists of numbers (IP addresses) to access the content we want.

    You can change this on Router Admin Panel for entire local network or only on box under IP settings.

    Log File: There is no need to extract anything, when you press once on (home menu-> settings-> About-> Report problem->Send Logs) the log file will be forwarded to Formuler directly. It`s only important to note the Tracking # No. and post this No in open Ticket or conversation with dev. If not posted correct Tracking No., they do not know to which issue or user such log file belongs.

    I'm also experiencing the same issue. Ever since the last update in early December this has been happening. Sometimes it lasts for a few hours and others for a few minutes before the error arrives. Internet connection is fine as is my provider connection. I have been in touch with the provider and he assures me it is nothing on his end or with my/his settings. As I mentioned, this coincided exactly with the last update. In order to resolve the network error I either reboot and I disconnect and reconnect to my provider. I am positive at this point it is an MOL2 issue since the last update