New Software Coming -x21

[charlesrshell]

Hey everyone,

I am Charlie. Not the Charlie, but a Charlie. I work in Technical Operations and oversee the Beta program for most equipment lines. I also aid in the creation of software roll out plans. I spoke with Scott and going forward I will try to help clear up any confusion regarding the software roll out process and escalate any issues you may see because of it. While I cannot provide answers or resolutions on every situation, I will do my best to make sure I address anything I possibly can.

So to start out I would like to explain how our roll out process works in general. We take ranges of receiver IDs and release software in smaller batches and increase the numbers over a period of a few weeks. This is why when a new release is live it will not immediately be downloaded by all receivers. In a typical release there will be a stream specifically targeting any new receivers activated, or for those who try to upgrade earlier if they are not in the ranges that are currently being targeted. This is how some users are able to get this early with the tools option to upgrade software. There are times where we will have a release that is only updated by this stream, and it will not be broadcast to the entire population automatically.

As for the numbers not being the same on each model, there are multitudes of reasons why this may be the case. We do try to keep them close to the same, but it’s not always possible.

If you see any new issues, please comment or send me a message to let me know.

Thanks. Awesome

 

[TheKrell]

If you see any new issues, please comment or send me a message to let me know.

Thanks Charlie.

I've noticed a new issue which I don't remember happening before. When I am skipping forward 30 seconds, my H3 running H322 sometimes skips backward 30 seconds! This is rather confusing to say the least.

 

[cns2782]

How often are you seeing that kind of behavior? Is it just on DVR events, or also on delayed live TV? Another thing that would help would be knowing your remote control model and firmware. If you go into diagnostics you should see the remote info on the right side of the screen and with the firmware version I would just need the last 4 characters.

Thanks!

 

[pattykay]

Hey everyone,

I am Charlie. Not the Charlie, but a Charlie. I work in Technical Operations and oversee the Beta program for most equipment lines.
...
If you see any new issues, please comment or send me a message to let me know.

Hey, Charlie

Have you seen my thread about the Hopper Pandora app?

Hopper Pandora app automatically skipping most of each song

This issue has been happening on both my Hopper 3 and my Wally for at least the past few months. Any time the Pandora app tries to play a song that is more than five minutes long (and some songs that are slightly less than five minutes) it will play the very beginning of the song, then skip to...

www.satelliteguys.us

This app has not been updated since November 2021, so this issue has been happening at least that long, if not longer. If you could pass this along to Pandora, I would appreciate it. If you need me to list any specific songs that have this issue, let me know, and I will message you.

Thanks!

 

[navychop]

Thanks Charlie.

I've noticed a new issue which I don't remember happening before. When I am skipping forward 30 seconds, my H3 running H322 sometimes skips backward 30 seconds! This is rather confusing to say the least.

Swap out your batteries.

 

[pattykay]

Thanks Charlie.

I've noticed a new issue which I don't remember happening before. When I am skipping forward 30 seconds, my H3 running H322 sometimes skips backward 30 seconds! This is rather confusing to say the least.

Swap out your batteries.

Or maybe some liquid got down into the remote? One time, my cat barfed on one of my 40.0 remotes, and I had a similar issue where pressing one button would cause something else to happen, as if I had pressed a different button. It took forever to get that remote dried out to the point where it would work properly again. Leaving the remote button-side down on top of paper towels on the dashboard of a hot car in the middle of summer helped.

 

[TheKrell]

How often are you seeing that kind of behavior?

Several times/evening, though I do a LOT of skipping forward.

Is it just on DVR events, or also on delayed live TV?

Oh dear. I think it is both. I'll have to pay attention better.

Another thing that would help would be knowing your remote control model and firmware. If you go into diagnostics you should see the remote info on the right side of the screen and with the firmware version I would just need the last 4 characters.

They are the original 54 remote. I was reporting behavior from my bedroom Joey. But I'm next to a Hopper TV right now, so I'll check firmware on that one and expect it's the same. EW59.

 

[bookworm370]

Or maybe some liquid got down into the remote? One time, my cat barfed on one of my 40.0 remotes, and I had a similar issue where pressing one button would cause something else to happen, as if I had pressed a different button. It took forever to get that remote dried out to the point where it would work properly again. Leaving the remote button-side down on top of paper towels on the dashboard of a hot car in the middle of summer helped.

Cat barf! Is there a TSB for that? ROFL!!

 

[HipKat]

Hey everyone,

I am Charlie. Not the Charlie, but a Charlie. I work in Technical Operations and oversee the Beta program for most equipment lines. I also aid in the creation of software roll out plans. I spoke with Scott and going forward I will try to help clear up any confusion regarding the software roll out process and escalate any issues you may see because of it. While I cannot provide answers or resolutions on every situation, I will do my best to make sure I address anything I possibly can.

So to start out I would like to explain how our roll out process works in general. We take ranges of receiver IDs and release software in smaller batches and increase the numbers over a period of a few weeks. This is why when a new release is live it will not immediately be downloaded by all receivers. In a typical release there will be a stream specifically targeting any new receivers activated, or for those who try to upgrade earlier if they are not in the ranges that are currently being targeted. This is how some users are able to get this early with the tools option to upgrade software. There are times where we will have a release that is only updated by this stream, and it will not be broadcast to the entire population automatically.

As for the numbers not being the same on each model, there are multitudes of reasons why this may be the case. We do try to keep them close to the same, but it’s not always possible.

If you see any new issues, please comment or send me a message to let me know.

There are fellow techs who are reporting, and I have experienced that with the newest software, Skip Back - Recall - Skip Back no longer exits the Wizard. I use Options/Accessibility Menu/Home to get out of it but another tech reported that the Hopper Plus Wizard could be exited by Skip Forward - Recall - Skip Forward. Is that the new sequence for the Hoppers now?? I haven't had the issue again to try it.

 

[cns2782]

Hey, Charlie

Have you seen my thread about the Hopper Pandora app?

Hopper Pandora app automatically skipping most of each song

This issue has been happening on both my Hopper 3 and my Wally for at least the past few months. Any time the Pandora app tries to play a song that is more than five minutes long (and some songs that are slightly less than five minutes) it will play the very beginning of the song, then skip to...

www.satelliteguys.us

This app has not been updated since November 2021, so this issue has been happening at least that long, if not longer. If you could pass this along to Pandora, I would appreciate it. If you need me to list any specific songs that have this issue, let me know, and I will message you.

Thanks!

This is something we are aware of. At this time I do not have ETA on a fix being included in an update.

Several times/evening, though I do a LOT of skipping forward.

Oh dear. I think it is both. I'll have to pay attention better.

They are the original 54 remote. I was reporting behavior from my bedroom Joey. But I'm next to a Hopper TV right now, so I'll check firmware on that one and expect it's the same. EW59.

Thanks for the additional information. We have seen previous instances of inconsistent trick mode behavior, but at this time have not been able to duplicate the issue. If you have exhausted basic troubleshooting steps, and the problem is only on this remote, it might be worth contacting technical support if the behavior becomes worse to see if a replacement is needed. We will also, continue to monitor for any additional reports from the field.

There are fellow techs who are reporting, and I have experienced that with the newest software, Skip Back - Recall - Skip Back no longer exits the Wizard. I use Options/Accessibility Menu/Home to get out of it but another tech reported that the Hopper Plus Wizard could be exited by Skip Forward - Recall - Skip Forward. Is that the new sequence for the Hoppers now?? I haven't had the issue again to try it.

These steps have not changed as these steps should primarily be used by technicians, and only when necessary to do so. This and other steps within the Install Wizard are extensively tested before any software roll out. After seeing the post on DNS portal it was tested again without any instances being observed. If you see it again make sure to submit a Product Issue Report, or if you are unable to submit a PIR, make sure to post in the correct DNS portal forum.

 

[cosmo_kramer]

Still on H319.

 

[pattykay]

Still on H319.

...and probably will be until you manually update:

In a typical release there will be a stream specifically targeting any new receivers activated, or for those who try to upgrade earlier if they are not in the ranges that are currently being targeted. This is how some users are able to get this early with the tools option to upgrade software. There are times where we will have a release that is only updated by this stream, and it will not be broadcast to the entire population automatically.

 

[cosmo_kramer]

...and probably will be until you manually update:

Well, that’s new. As I stated earlier, I have manually updated in the past a couple times when an update had a fix or feature I have learned about here. Otherwise, I wait until Dish gives it to me, which usually has been 1-2 weeks after discovering about it here…..

 

[Jon J]

My H3 updated from H319 to H322 on 7/27.

 

[cns2782]

Still on H319.

This roll out is still ongoing. Normally a release is not full for 2-6 weeks. This timeline varies with every release. If you do want to get it ahead of your target range you should be able to manually force the update in the Tools menu of Diagnostics.

 

[chiodo]

Updated my H3 from 319 to 322 few days ago, No issues.

 

[Russ8594]

• QR Codes added to Popup Errors
• Wi-Fi Password fix
  • Previously would not show an error if incorrect password was entered
• Support for latest Nest Cam models on Nest Stream app
  • Hopper 3 Only
• General Stability

Model	Software
Hopper Duo	H421
Hopper	H121
Hopper with Sling	H222
Hopper 3	H322
Joey	J121
Joey 2/Wireless	J221
Super Joey	J321
4K Joey	J421
Joey 3	J521
Wally	W521

I can confirm H322 will connect with my new Nest Cam but only briefly. Admittedly my internet is not the best but at least it connects. Those with decent internet may have better results. BTW the Home app on my phone has always worked well so at least my internet is good enough for that.

 

[HipKat]

I can confirm H322 will connect with my new Nest Cam but only briefly. Admittedly my internet is not the best but at least it connects. Those with decent internet may have better results. BTW the Home app on my phone has always worked well so at least my internet is good enough for that.

I imagine there'll be some bugs but I'm glad to see they're finally adding the new Google cams to the Nest app

 

[SandFarmer]

I asked "She who shall not be named" to turn off my office and she turns on the TV. Lo and behold it's DLing the update. And it's taking forever. I mean longer than I have ever seen before. It just rebooted about 2/3rds of the way through. So I'll have to see what it left me with. This is the owned box. It gets updates a lot further out than the Leased one.

It "Failed". Why can't they use the Internet to DL these updates if it sees enough bandwidth? I have Gigabit Fiber. Things appear.

 

[pattykay]

Why can't they use the Internet to DL these updates if it sees enough bandwidth?

I think they do exactly that for at least some of the "Application Software" updates. (The software that the Apps use.) Those download in the background, sometimes even while I'm watching TV.