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Anonymous User
Not applicable

Sound Stuttering

I noticed someone else had this problem but since the issue appears to affect specific episodes I thought a new thread was necessary.

 

I am trying to watch the Game of Thrones Season 5 finale and the sound is stuttering from the start. I also had this problem with the True Detective finale and as a result was unable to finish watching it as the stuttering kicked in the last 10 minutes of the episode - sure does kill the tension.

 

I know it's been fixed since, but this occured when I was trying to watch True Detective episode 2 as well and these are the only two programmes I've even watched. Why is this such a recurring problem? 

220 REPLIES 220
Anonymous User
Not applicable

HI @Anonymous User

 

I'm truly sorry for the problems you've experienced.

 

Can you tell us which device you're using so we can replicate the issue and get it reported to our content team.

 

Thanks,

 

Rich

The NOW TV Team

Anonymous User
Not applicable

It's the Roku 3 and the Now TV Box and it seems to be in the same places in each of the episodes I've watched so far.

Anonymous User
Not applicable

Hi @Anonymous User

 

Thanks for posting back, sorry for this. apologies for all the questions but can you let me know where in each episode the issue appears? 

 

Cheers

Ranj

NOW TV Team

Anonymous User
Not applicable
I'm watching them in chronological order so it's the following:

1 216 Cat and Mouse
2 116 Hidden Enemy
T The Clone Wars theatrical release
3 301 Clone Cadets
4 303 Supply Lines
5 101 Ambush
6 102 Rising Malevolence
7 103 Shadow of Malevolence
8 104 Destroy Malevolence
9 105 Rookies
10 106 Downfall of a Droid
11 107 Duel of the Droids
12 108 Bombad Jedi
13 109 Cloak of Darkness
14 110 Lair of Grievous
15 111 Dooku Captured
16 112 The Gungan General
17 113 Jedi Crash
18 114 Defenders of Peace
19 115 Trespass
20 117 Blue Shadow Virus

Notice that includes as episode from the second season. I've also checked
the first episode of s6 just to see and that has the same issue.
109 601 The Unknown

Which would suggest that it is every episode. I tend to listen to them
through headphones and sometimes its intolerably distracting.

As I said in the original post I also had the same issue watching the film
Grand Piano.

BUT I haven't had an issue with any episodes of Elementary or Supergirl or
any of the Sky Arts stuff I've watched so it has to be an issue with the
copies of the streams. I've tried reporting this through the live chat
facility too and no action was taken and indeed I've essentially
persistently been told it's a technology issue and to reset things and
unplug things when that can't be the case since I've had the same issues on
both both and the drop outs are on the streams in the same places.


Simon-J
Community Manager
Community Manager

Hi @Anonymous User,

 

Thanks for that information.

 

I've raised this to the content team and it's being looked into, hopefully we'll have this fixed ASAP.

 

Thanks

 

Simon

NOW TV Team

Anonymous User
Not applicable

This has been happening on my PS4 since last year. 

 

It's happened on all of Desperate Housewives (whilst that was hosted - every season), all of Greys Anatomy, and all of Season 5 of the walking dead tonight. 

 

I don't believe it's a content issue as it happens on far too many TV shows, it seems to be an app issue or streaming/server issue, both of which definitely cannot be traced to my house due to my internet being 68mbps download when this happens (and no, definitely not a wireless issue, I'm cabled up). 

 

Regardless, I hope you guys can get to the bottom of it. It's irritating when you miss chunks of dialogue due to the stuttering, when it doesn't happen at all to the video.

 

Look forward to your reply,

 

Dan

Anonymous User
Not applicable

Hi @Anonymous User

 

Thanks for getting in touch with us. I'm sorry to hear you've been having issues with sound too.

 

Are you able to give us some specific examples of episodes or has it been series wide for you?

 

With more information we'll be able to look into this further for you.

 

Thanks

 

Rob

NOW TV Team

Anonymous User
Not applicable
Hi Rob,

As I said in my original post, it happens in every series I watch, with no
specific time markings. You could watch 5 minutes of a show, hear the
problem happen every few seconds, rewind to the exact moment you're sure it
happened, and not be able to duplicate it (e.g. It could happen when a
person says a specific word, then you rewind to them saying that word again
and the dip/stutter does not happen).

Last night I watched The Talking Dead Episodes 3 to 8, and it happened in
every single one.

It seems to get progressively worse the more shows you watch in a row, so
could be a memory management issue in the app. Have tried uninstalling the
app and reinstalling it, all to no avail.
Karl-F
Community Manager
Community Manager

Hi @Anonymous User, 

 

Thanks for getting back in touch and letting us know. 

 

We are going to get this looked into further and try replicating this issue on our PS4, with the episodes of Talking Dead that you have stated. 

 

I do apologise for any inconvenience this has caused. Have you tried clearing any saved data you have for the NOW TV app after you had uninstalled it? 

 

Thanks, 

 

Karl

NOW TV Team

Anonymous User
Not applicable

If modern family season 6 issue was raised all that time ago why is it still a disgrace? Half the episodes are unwatchable but I'm still expected to pay a full subscription. I'm watching on lg TV app