View Issue Details
| ID | Project | Category | View Status | Date Submitted | Last Update |
|---|---|---|---|---|---|
| 0001595 | K18X001.00 SKB SWAN | SW | public | 2023-01-04 15:54 | 2024-07-11 13:49 |
| Reporter | (ALTech) Sangmin Choi | Assigned To | (ALTech) Sangmin Choi | Due Date | 2023-01-13 18:00 |
| Priority | normal | Severity | s4-minor | Reproducibility | N/A |
| Status | closed | Resolution | fixed | ||
| Summary | 0001595: Please check the idea to reduce the no screen VoC issues. | ||||
| Description | We got some VoC issues from customers that there is no screen but they can hear the audio. I guess there are several causes as follows. 1. TV wasn't turned off 2. HDMI cable was not connected 3. TV input was not matched All cases are related with user behaviors, but we should reduce this kind of VoC in 2023. So, we suggest following idea to reduce the no screen VoC issues. SWAN output the audio regardless of connected TV status. It means SWAN make sound when the power has enabled. As-Is (current operation) SWAN output the audio regardless of connected TV status. To-be SWAN output the audio in case of the TV was turned on or user can see the video through TV. Could you please check our idea? Or, if you have any idea or considerations, please let me know. Thank you. | ||||
| Tags | No tags attached. | ||||
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| User List |
(ALTech) Wooshin Kang |
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Hello, Jacky, Could you please assign an engineer for this issue? And, please also check the target date(2023-01-13 18:00). Thank you. |
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Hi Sangmin, Do you mean that SWAN output audio when TV is connected and turned on, otherwise, SWAN don't output audio? So user may be noticed the HDMI cable not connected or TV is not turned on if SWAN don't have audio output. Thank you~ |
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Hi, Jacky, So user may be noticed the HDMI cable not connected or TV is not turned on if SWAN don't have audio output. -> Do you mean that SKB should notice to user using manual or guide document for this operation? Thank you. |
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Hi, Jim, I attached the log files and the customer told me "There is no video and I can hear the audio". And, in our Wechat messages, personally I think in those cases, VoC would more likely to complain the "audio shows", not "no video" -> I think the customer want to watch TV, but they can't see the video although they can hear the audio. Anyway, please analyze the log files and let's discuss again. Thank you. Sangmin. |
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Hi Sangmin, Here's the brief to implement this, Let's discuss after I check the log files. we should make sure we're in the right direction. a. trigger by HPD state - should be ok for case1: TV on/off, case2: cable connnect/disconnect - but for case3, with some TVs, the HPD will still be high even the input source is not active (no solution currently) b. mute the source (BTV videos) only, not AMP - because we still need the BT-speaker function work. - it would need SPTEK help (better to have it's own, but maybe use the same way when the BT audio from mobile is playing?) |
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Log from customer STB |
| Date Modified | Username | Field | Change |
|---|---|---|---|
| 2023-01-04 15:54 | (ALTech) Sangmin Choi | New Issue | |
| 2023-01-04 15:54 | (ALTech) Sangmin Choi | Status | new => assigned |
| 2023-01-04 15:54 | (ALTech) Sangmin Choi | Assigned To | => (SW) Jacky Chiang |
| 2023-01-04 15:55 | (ALTech) Sangmin Choi | Note Added: 0011651 | |
| 2023-01-04 15:55 | (ALTech) Sangmin Choi | Issue Monitored: (ALTech) Wooshin Kang | |
| 2023-01-04 16:30 | (SW) Jacky Chiang | Note Added: 0011654 | |
| 2023-01-04 16:30 | (SW) Jacky Chiang | Assigned To | (SW) Jacky Chiang => (ALTech) Sangmin Choi |
| 2023-01-04 16:44 | (ALTech) Sangmin Choi | Note Added: 0011657 | |
| 2023-01-04 16:44 | (ALTech) Sangmin Choi | Note Edited: 0011657 | |
| 2023-01-06 15:30 | (ALTech) Sangmin Choi | Note Added: 0011697 | |
| 2023-01-06 15:30 | (ALTech) Sangmin Choi | File Added: a8934afe7f08.zip | |
| 2023-01-06 15:30 | (ALTech) Sangmin Choi | File Added: a8934afeae8d.zip | |
| 2023-01-06 15:30 | (ALTech) Sangmin Choi | File Added: a8934afec47c.zip | |
| 2023-01-06 15:48 | (SW) Jim Chen | Note Added: 0011699 | |
| 2023-01-11 15:38 | (ALTech) Sangmin Choi | Note Added: 0011743 | |
| 2023-01-11 15:38 | (ALTech) Sangmin Choi | File Added: 0130000044_20230111_A8_93_4A_FE_CF_FA.zip | |
| 2024-07-11 13:49 | (ALTech) Sangmin Choi | Status | assigned => closed |
| 2024-07-11 13:49 | (ALTech) Sangmin Choi | Resolution | open => fixed |
