I hope this message finds you well. We are currently experiencing issues with the IPTV solution implemented in our hotel, which was initially set up with another company but proved to be unsuccessful. I would like to outline two critical issues we are facing:
Please note that my TV model is AE590.
1 - Freezing Live Channels on TVs
The TVs freeze on live channels at least once per hour. During these instances, our Middleware remains operational; for example, when we switch to a different live channel, the TV resumes playback immediately. As a result, the hotel manager has requested that we implement our IPTV solution.
We have integrated our solution using all standard protocols, specifically employing the UDP protocol (IGMP Broadcasting) for live channels. However, the TVs continue to freeze two or three times a day.
We have thoroughly checked the network and the configuration of the Cisco switches and are confident that their IGMP settings have been correctly implemented.
While monitoring the Samsung Player’s events, I utilized the onEvent method, which returns several parameters by default. One of these parameters, data1, indicates the total time in milliseconds that the player has been playing a channel URL. For example, if I played the first channel for 2 minutes, it shows 120,000 milliseconds. When the TV freezes on live channels, I noticed that this data1 parameter suddenly jumps to a much higher number, which is quite unusual.
I believe this information may be helpful for troubleshooting.
Additionally, we have other projects using Samsung Hospitality TVs, and we have not encountered these problems in any of them.
2 - Video and Audio Synchronization Issues
We have two types of live channels: Iranian and Foreign. With the Iranian live channels, we sometimes lose synchronization between audio and video after a couple of hours. However, we do not experience similar issues with the Foreign live channels yet, but we are testing it.
Once again, I want to emphasize that these synchronization issues do not occur in our other projects utilizing Samsung Hospitality TVs.
I would appreciate your guidance on how to extract further data from the TV or Player to help us understand why the TVs experience freezing on live channels.
Lastly, I would like to mention that the hotel is equipped with model 590 TVs (with plans to grow to 1,000 units), while our other projects typically use model 690 TVs. This detail may be relevant to your analysis.
Thank you for your assistance with these matters. I look forward to your response.
Best regards,