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Fault solving from Humax?

(4 posts)

batteryman

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Joined: Feb '14
Posts: 169
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Hi all

I got fed up of black screens and loss of sound so complained directly to Humax today:-

"Hi, I wonder if you can help with some problems I’m having with my Humax Aura 2Tb version. I got it from ********* in Manchester early in December 2023. This isn’t the first time I have contacted you about problems – it’s ongoing and I’m not happy with the quality of the product.

Information for the unit is :-

System ID A31DBE00

Firmware 00.09.21, last update May 16,2024

App 1.01_101_240513_0ee68d5a7

The unit has sound dropouts during recording replay; rewinding and replaying brings the sound back. It does not “remember” the current position in a recording when playback is stopped, always goes back to the start of a recording. I regularly get black screens with sound on playback and on live TV and I have missed several recordings due to “loss of power” when there has been no loss of mains power. It has started to miss off the end of recorded programmes. It quite often goes into the “power-off” switch on routine from standby, as though the power supply has been unplugged and put back in the socket.

The frequency of faults is increasing and it’s becoming very annoying to use, to the point where a lot of recorded programmes have to be watched on catch-up services to either catch the missing bit or the whole programme.

Is there any software fix available which can overcome these problems? Please don’t suggest a system reset because I have done a few of these with no change at all.

Regards, ****"

This was the reply :-

Thank you for contacting Humax.
We’re reaching out to inform you that a new app update has been rolled out to all Aura devices across the UK, including yours!

To ensure that the update is applied smoothly, please follow the steps below:

Put the device into standby mode, wait until the HDD stops working, then unplug the power supply.
After waiting for 5-10 minutes, plug the device back in.
Turn on the box and watch live TV for 1 minute.
Place the box back into standby mode for 1 minute.
Turn it on again and watch live TV for 5 minutes.
Finally, put the box into standby mode for 2 minutes.
To confirm the update, you can check the version number by navigating to:
Settings > Apps > See all apps > Show system apps > Freeview,
The updated version should display as 1.00_65_241003_3c97b102b.

(Note: Please ensure you're checking the right app and not confusing it with the Freeview Live TV app!)
Once you've confirmed the update, we’d love to hear from you! Let us know:

Has the app update improved your experience?
Have you noticed any issues that we should look into?
Please feel free to reply to this email or contact our support team using your HMX email reference number for assistance.

Thank you for your continued support and patience!

Best Regards,

Pauline
Humax Customer Support

I will try this out this afternnon and see what happens! Yet another customer having to do quality control and R&D for a manufacturer. I used to get paid to do this!

| Thu 14 Nov 2024 13:49:35 #1 |
john1

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Joined: May '17
Posts: 155
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Blimmey, You actually had a reply from someone that new more than Nothing.
That's an improvement.
I got fed up with Humax just saying do a factory reset all the time.
So I've dumped Humax.
I've switched to the Manhattan T4R (2TB)
The U I is far better, the stability of signal is perfect for us.
There is far more options in the Library. (including a restore deleted option.
Not only that we had a power drop out to our house just for 5 seconds.
On the Humax.
any programme that's recording at the time would be cut short, and lost.
On our Manhattan It completed Full programme with just the 5 seconds missing.
I wish you luck with your Aura, I can't help but feel you may need it.
If you require the signal loop through on to your TV tuner.
Every time the Humax wakes up ,the signal is interrupted.
Not so on our Manhattan.

| Thu 14 Nov 2024 14:58:39 #2 |
batteryman

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Joined: Feb '14
Posts: 169
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Thanks for the reply. I did the update, it did something I didn't expect during it - went to the App page without pressing any buttons.

Electrician working in the house now so I can't see what has changed until he's finished. Fingers crossed eh? I must say I don't like doing product testing for manufacturers after I've paid for their stuff. Spent enough time doing that on my VW Golf but that's another story.

PS We also have a fully working Foxsat HDR so may change to freesat instead.

| Thu 14 Nov 2024 15:31:46 #3 |
trog

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Joined: Dec '12
Posts: 205
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@john1 You are wrong, that numpty was just as clueless if not more so. That 1.00_65_241003 is not even a new update and will do nothing to address batterymans problems. Below is a question I asked Humax about that update weeks ago and their reply (I was wrong about it curing my COM5 issues as they still happen even now)

17/10/2024 13:50
Hi Judit,
Thanks for the reply, I think the inability to access any of the live options offered by ITVX is quite a major loss so lets hope that changes in the future. On a different note I see that we have had a recent Aura update to 1.00_65_241003 , what was its purpose? did it include a fix for the COM 5 pausing issues on some CH4 channels? I have not had time to fully test them but a quick look slows an improvement .
Thanks in advance.

...............................................................................
22/10/2024 09:37
Yes, the new Freeview app version was primiarly created to fix the ITV reception issue at the Sandy Heath transmitter - there were problems with the audio processing. If this has improed your COM5 experience too, we're happy to hear that.
Best Regards,
Humax Customer Support
For further help please visit uk.humaxdigital.com or http://www.humaxdirect.co.uk.
Here you will find:
FAQ's & Product information

| Thu 14 Nov 2024 16:20:24 #4 |