PCH Support

[mikeyd810]

If anyone from the Popcornhour support team views these threads can you possibly assist me. I've been going back and forth now for a few days with my case (14814) of no sound via HDMI. I'm able to get sound through component just fine.

I've been asked by support to reapply the June 3rd firmware but I don't see how that's really possible as it's online only. I've asked now a third time for some guidance via the case. I'm pretty frustrated as this is my first interaction with support and I have to say response time and information has been less that good. I really hate to post the support log but I'm really growing tired of spinning my wheels.

Comments
11 I do not see a link to the June firmware, I searched through the thirty eight page thread to find the firmware and did not locate it. I don't understand why you would direct me to a community run forum to resolve this issue. I did search through that topic and everyone in the thread states that the June 3rd update can only be done ONLINE... The only firmware images I found in that thread were from the May 9th update or the recovery image.

If you're unable to directly link me to said firmware image please escalate this case.
By ME on August 09, 2011 09:18 AM


10 The June firmware version only available through our community forum here http://www.networkedmediatank.com/showth...?tid=52601
By Popcorn Hour Support on August 08, 2011 09:12 PM


9 Still need instructions on how I can reapply the June 3rd firmware, I was under the impression it was online ONLY.
By ME on August 08, 2011 05:01 PM


8 I'll give that a try tonight, to reapply that firmware do I need to download the May 9th update then reapply the June 3rd update? I'm just confused on the process to reapply since we can't download a offline copy of the June 3rd firmware.
By ME on August 05, 2011 06:46 AM


7 Can you try to reupdate the June firmware version and test the audio through HDMI again? If still cannot work then the main board might be faulty.
By Popcorn Hour Support on August 05, 2011 12:07 AM


6 Checked all the pins and they all look correct. We are running the June firmware on the unit.
By ME on August 04, 2011 04:48 PM


5 Can you check whether the C-200 HDMI port pins are out place. Also the C-200 unit is running the latest June firmware version?
By Popcorn Hour Support on August 03, 2011 08:33 PM


4 I've tried two additional HDMI cables with no success. I did test these cables on other devices and they worked successfully. The component cables did give me sound when I tried those. Hopefully this gives you something to go on, wondering why HDMI will not carry the sound any longer.
By ME on August 03, 2011 05:09 PM


3 Try to swap with other HDMI cable to test again. If still no HDMI audio then try to test whether there are audio output through component output.
By Popcorn Hour Support on August 01, 2011 02:08 AM


2 Forgot to add I'm running the latest firmware as well.
By ME on July 29, 2011 06:38 PM


1 This issue just started happening but I am getting no sound via HDMI to my TV, there's no receiver in between. My C-200 goes directly to my Samsung ln46c650. I previously had sound for the past year or two. I tried the reset to defaults and swapping the cables but I'm not having any luck. I do get video still, doesn't appear to be any issues there.
By ME on July 29, 2011 06:18 PM

[halfelite]

No support people that i know of view the forums.

Have you tried tapping the pch volume button on the remote once a video is playing?

[mikeyd810]

(08-09-2011 05:42 PM)halfelite Wrote:  No support people that i know of view the forums.

Have you tried tapping the pch volume button on the remote once a video is playing?

Yes we tried that as well, I went through a bunch of the threads a few weeks back when we first started having the issue to see if any of the fixes work but unfortunately we haven't figured it out. The only promising thing is it works via component but that makes me think there's an issue with the HDMI port which would mean a mainboard swap.

[halfelite]

Have you tried a different tv with hdmi to see if it works there. Usually when you get video and no audio one device thinks you are using a dvi connection rather then hdmi.

[mikeyd810]

(08-09-2011 05:51 PM)halfelite Wrote:  Have you tried a different tv with hdmi to see if it works there. Usually when you get video and no audio one device thinks you are using a dvi connection rather then hdmi.

You know I haven't given that a try yet, thanks for the suggestion. I'll move it over to our other smaller TV tonight after work.

[Pernod]

If your Samsung D650 is anything like mine then HDMI1 is DVI only so ensure your are using another HDMI port.

[mikeyd810]

We did try moving to the different various HDMI ports on the Samsung, thanks for the idea though.

[mikeyd810]

Well I plugged it in to my two other TV's and I couldn't even get video via HDMI. I tried switching TV modes and what not but I could only get it work via component on the other two TV's. Same the same situation on my Samsung TV though, get video via HDMI but no sound.

[xor]

(08-10-2011 12:47 AM)mikeyd810 Wrote:  Well I plugged it in to my two other TV's and I couldn't even get video via HDMI. I tried switching TV modes and what not but I could only get it work via component on the other two TV's. Same the same situation on my Samsung TV though, get video via HDMI but no sound.

No sound on all files? What format are these files, maybe run a mediainfo one them so we can see the audio stream type.

[mikeyd810]

(08-10-2011 12:52 AM)xor Wrote:  

(08-10-2011 12:47 AM)mikeyd810 Wrote:  Well I plugged it in to my two other TV's and I couldn't even get video via HDMI. I tried switching TV modes and what not but I could only get it work via component on the other two TV's. Same the same situation on my Samsung TV though, get video via HDMI but no sound.

No sound on all files? What format are these files, maybe run a mediainfo one them so we can see the audio stream type.

No sound on anything, this all previously worked as about two weeks ago. Turned on one day and no sound at all. I know it's not the media as it worked with the same files the day before.

It's very puzzling, at this point all I can think of is a firmware problem or hardware issue.

[halfelite]

Have you tried reflashing the recovery firmware? that came out after the june 3rd update?

[mikeyd810]

(08-10-2011 01:31 AM)halfelite Wrote:  Have you tried reflashing the recovery firmware? that came out after the june 3rd update?

Yeah just tried the recovery firmware and still the same issue. Really not liking this thing right now.

[halfelite]

In your next support response tell them you have have tried multiple tv's re flashed the recovery firmware. and its still not working and point them to this thread showing all the suggestions we have given. saying that it points to an hdmi problem.

[mikeyd810]

(08-10-2011 02:38 AM)halfelite Wrote:  In your next support response tell them you have have tried multiple tv's re flashed the recovery firmware. and its still not working and point them to this thread showing all the suggestions we have given. saying that it points to an hdmi problem.

Yeah my reply was to that effect, thanks for the help and other suggestions. Frustrating messing with this thing for two weeks now and still don't have the problem identified. Then having to wait for replies from support on top of that.

[popcornhoursales]

(08-10-2011 02:50 AM)mikeyd810 Wrote:  

(08-10-2011 02:38 AM)halfelite Wrote:  In your next support response tell them you have have tried multiple tv's re flashed the recovery firmware. and its still not working and point them to this thread showing all the suggestions we have given. saying that it points to an hdmi problem.

Yeah my reply was to that effect, thanks for the help and other suggestions. Frustrating messing with this thing for two weeks now and still don't have the problem identified. Then having to wait for replies from support on top of that.

Hi Mike,

We will check with our support team for your case and normally we just want to make sure whether it was hardware or the firmware issue before can advise the RMA process to user.

Thanks.