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I’m confused

Red button help

Just bought a set-top box and the red button channel doesn't work - the picture comes up perfectly, then goes black while the sound keeps going. I've tried to automatically rescan for channels, but it hasn't made any difference. Any tips? Cheers
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  • Si Lumb (Senior Product Manager, Games, BBC Future Media) June 15, 2009 08:24
    Hello,
    The Red Button channels are interactive - you can often choose different sound tracks and menu options. For this reason, you need to access the channels via the red button menus. If you tune directly to the channel from the EPG (or add them manually on satellite) then they may behave in the way you describe. Please try pressing the red button from a BBC channel, and then selecting the Sport Multiscreen or active interactive application from the BBC Home menu. You should then have full interactivity.

    If this still doesn't help or if I have misunderstood your problem, please let me know the type of digital reception you have (Virgin, Sky, Freesat or Freeview) and the make/model of the STB if you know it. This will help us investigate.

    Thanks!
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  • Hi Si - thanks for your reply. I'm afraid I tried going through the red button menu as well, and that had the same result. I'm using Freeview, and the model I've got is a Philips DTR220/05. Every other channel seems to be working fine. Any ideas?
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  • Si Lumb (Senior Product Manager, Games, BBC Future Media) June 15, 2009 08:44
    Hi Mike,
    Haven't heard of a problem on the service as a whole, so it may be isolated to that particular box or the interactive engine it runs. I'll ask the team to see if anyone's reported a similar problem and if there's any resolution for you.
    Watch this space!
    Cheers,
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  • Si Lumb (Senior Product Manager, Games, BBC Future Media) June 15, 2009 09:45
    Hi Mike,
    Thanks for getting in touch. Turns out this problem is intermittent and hard to reproduce in our test lab, so as it's broken today we can capture a test recording.

    We will liaise with Philips to pinpoint the issue their box is having with the broadcast data. If you try again later today, tomorrow or the day after you may well find that the problem has disappeared. In regions that are pre-Digital Switch Over there have been reports of similar things. The problems should go away post DSO, but we appreciate that doesn’t help you right now.

    As you have helpfully pointed us at the error while it is still live we at least now have some test data to give Philips, and we hope this will lead to a swift fix. When we have a complete idea of the problem and the solution we will probably announce it on our blog, at www.bbc.co.uk/blogs/pressred. Until then I hope the gremlins leave it alone and it pops back to life for you shortly!

    Thanks,
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  • I’m thankful
    Cheers Si - great to know that you'll pursue the problem. Really appreciate your swift response and eagerness to help. Will keep tabs on your blog in the meantime. Fingers crossed, and thanks again!
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  • This reply was removed on 2009-06-16.
    see the change log
  • Si Lumb (Senior Product Manager, Games, BBC Future Media) June 17, 2009 07:53
    No worries Mike. We're working on it: trying to find a root cause.
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  • EMPLOYEE
    I’m confident we can help everyone!
    Si Lumb (Senior Product Manager, Games, BBC Future Media) June 17, 2009 08:04
    I note Chris had a similar problem on Freesat (see the change log above). For anyone else having the issue on Freesat a rescan should fix it. It affects a known set of boxes and the manufacturer is working on a fix that should prevent the need for rescans in the future. Basically the broadcast satellites were reconfigured and the set top box (which auto updates) didn't update the interactive streams because they are "hidden". A rescan fixes this because the detection is forced. The Freesat issue should go away with the next firmware update. I'm sorry I don't know when new firmware is due, but keep up with your manufacturer via their support sites.

    For Satellite and Cable you should remain unaffected, and Freeview users (who have affected boxes) we'll update you as soon as we can, via our blog.
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