
Humax have announced plans for a software update to improve the performance of their standard definition Freeview PVR range. It will also introduce a new feature to cache the EPG so that it takes only a few seconds to display. The new round of updates is specifically to address performance issues affecting the PVR-9200, PVR-9300 and PVR-9150, which has come to light as the digital switchover is underway. For those that are affected, users have reported how their machine appears to become unresponsive to remote control commands. Especially for the first 10 minutes after switch on, but also at other times.
The Humax PVR is a multi-award winning hard disk based Freeview recorder that has turned out to be the popular choice amongst consumers in the UK. Sales records were broken a long time ago and with the lowest return rates, the Humax is a proven hit with retailers alike. But for those reasons we also believe the number of users affected by the recent problems could be in the hundreds, if not thousands. This must be why Humax has taken steps to explain why problem has occurred and outline the steps that are being taken to resolve the issue. Here is the official statement in full:
We are writing to provide more detailed information on the recent issues that have been affecting our PVR-9150T, PVR-9300T and, in particular, the PVR-9200T Freeview+ digital TV recorders.
Humax is very aware that, for several months, some customers have been experiencing a slowdown in operation and usability issues with our PVR models. Resolving these issues has been a priority for our technical team who have been working diligently on a fix, but unfortunately, due to the complex nature of the issues, it has taken much longer than we had hoped to develop new software to sort out the PVR issues.
The increasing complexity of the UK’s broadcast infrastructure and requirement to process a substantially higher volume of information has put the PVRs under pressure and significant performance issues became particularly apparent through the digital switchover. We recognise this has regrettably caused frustration and problems for some of our PVR-9300T and PVR-9150T users, and in particular those with the older PVR-9200T models.
However, I am pleased to be able to inform you that our technical team has developed a software solution that will dramatically improve the user experience and address issues such as freezing and locking up.
We have also ensured the new software mitigates the risk of future problems and have taken this opportunity to introduce a new feature as part of the upgrade to significantly reduce the time it takes to display the on-screen electronic programme guide (EPG) information, from many minutes to seconds.
Humax will be scheduling an automatic over-the-air software download for the fix in a matter of weeks, and we hope to confirm the exact dates shortly. We will ensure these are communicated to you through email, and across our Twitter and Facebook pages.
Finally, I would like to reassure you that, while our research and development team continues to work on a number of new products and services, Humax remains committed to maintaining its existing product line for long standing customers and partners.
We value your support and feedback, so if you have any questions about the PVR issues and areas raised in this letter, please contact our team directly on 0844 669 8800 and uksupport@humax-digital.co.uk.
Yours sincerely
Graham North
Commercial Director
Humax Electronics Co. Ltd
Between 2005 and 2006 Humax added a substantial number of new features as a result of research collected from customers and in 2007 the company retro fitted all of the new Freeview+ features into its existing design, to the delight of its loyal customer base. This included Accurate Record (allowing the unit to track when a programme actually starts and stops when recording), Series Record and Alternate Instance recording features.
The problem since DSO is about the amount of ‘over the air’ service information the machine now has to process, on top of everything else, which has tipped it over the performance threshold. Basically the only way to process it safely is slower and it has now got too slow.
We apologise for the techno speak but in brief the volume of SI is now massive (the “split” two sections of NIT, a busy SDT and a massive EIT). Series Links, event recommendations and the list goes on; is much bigger than the machine was originally designed for; a design that started in 2003 before a UK wide broadcast 7 day EPG service was up and running. Even if the PVR doesn’t use the data it still filters it which is not going to help.
There is unlikely to be enough flash memory available to store the volume of information in the EPG so it has become an unsuitable place for such data. Humax’s engineers have implemented a new technique that gives these PVRs more time to spend processing essential data and concentrating on giving the user a good experience. Part of that will be the storage of EPG and a related volume of data in broadcast to the hard drive itself; as it does not change as regularly it will not cause problems. The machine can then simply update what is there while it is running.
For those who need a temporary fix until Humax start to broadcast the new software (over the air) you can install a beta version onto the machine that will resolve the slowdown issue. The element of the fix where the EPG data is cached is not yet a feature of this beta however. For more information about the interim beta software contact Humax support.
It is a busy time for Humax; they are creating and launching an all new Humax Freeview+HD PVR for 2010. Legacy support will mean the new development and release activities will likely be delayed a little, but we think the PVR manufacturer is doing exactly the right thing.