Probleme with the silver HEMC

#1

For over 1 week I have no D-Box support for any movie.

Since the last update on Friday, 24.11.23 my film is no longer recognised.
I have no motion code for any film

Before the update I immediately had motion code support for every film.

No film is recognised after the update

I have tested it with 5 different films

It always says Audio Capture started
but nothing happens during the whole film.

Adaptive Audio Mode works perfectly.

I have the silver HEMC.

I have already opened a case at the D-Box Support

#2

Hello Michael, thank you for your report.

We have escalated this issue to our software engineering team. They are currently working on a solution.

Can you provide the serial number of your HEMC?

#3

Hello Daniel.

Here are the Information:

CCA-63160 - HEMC Problem Serial 198-00-00105 Mail ID:0100023232

#4

@daniel.verdesoto @amelie.trepanier @texmurphy68 since a week we also have big problems with the HEMC. Seats (or 1 of the 2) are sometimes not recognised anymore and / or the app can’t find the HEMC on 1 phone but on the other it will. Most of the times since the latest version we have to reboot the HEMC to get it to work again. Seats systems ok. It’s VERY unstable. Never had these problems before in years. It’s now becone very buggy. Please advice.

198-01-00100
App 3.0.1
Engine 6.2.2.20651

Update per December 5th 6.2.2.20653-hf1 seems to resolve the problems!

#5

Hello, Marc

Please create a case with support@d-box.com, an agent will work with you on resolving the issue.

Kind regards,

#6

Engine update today / per December 5th to 6.2.2.20653-hf1 seems to resolve the problems!

#7

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Unfortunately not

My HEMC has now the new firmware

Engine: 6.2.2.20653-hf1

but films are still not recognized.

I tested it with three films.
I have also restarted the HEMC without success

#8

Is there any news about my problem?
I haven’t heard anything for over a week.
Nobody has responded to my emails either.

#9

Hello Micheal,

I wanted to inform you that an update was implemented prior to the holiday season, which successfully resolved the issue with the gray HEMC. Your assistance in this matter was invaluable and greatly appreciated. Thank you!

Best regards.

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