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SEvan
Beginner
3,157 Views

NUC7i5BNH Foxtel Go

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Hi

Foxgo was only working partially until around November 2017 time. it would frequently give the error "content not available" after watching for a random time.

I have other devices like a Iphone & HP i7 laptop that work fine within the same network (100mbs cable connection)

I've been through Foxtels troubleshooting many times and just about tried everything, but what happens is, live tv or catchup work for about 1 min, then I get that message. I read on these forums user CitezenNUC also having similar issues.

Im connecting via HDMI to a samsung TV. Maybe I should try plugging in a monitor see if I can reproduce CitizenNUCs issue where it only doesnt work with a TV and works ok with a monitor@.

My NUC is fully up to date with latest BIOS & gfx drivers installed in Win 10x64. i've tried rolling back the gfx driver & uninstalling the last 2 Win 10 updates & completed clean reinstall of foxgo 1000's times, but have the same issue.

Please help! I note that CitizenNUC thread is closed "assumed fixed" which isnt very helpful. If that one is fixed, can you pls reopen and post fix details? or maybe they just gave up?

thanks

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Accepted Solutions
Ronny_G_Intel
Moderator
151 Views

Hi Trevster:

I work for Intel Customer Support and I have worked with a couple of customers reporting the same issue before. See for instance the following community thread:

 

We were not able to duplicate the issue I guess maybe due to location so I would recommend that you contact your correspondent Intel Support via phone in your region: https://www.intel.com/content/www/us/en/support/contact-support.html%23%406 https://www.intel.com/content/www/us/en/support/contact-support.html# @6) and it would be very good to try a different streaming service just to try to narrow down the issue.

I know that this is not really a solution but there is very little we can do in this case.

Regards,

Ronny G

View solution in original post

27 Replies
idata
Community Manager
151 Views

Hi Trevster: Thank you very much for contacting the Intel® NUC communities. We are sorry to hear the NUC is not working as expected.

 

 

At this point pretty much you tried almost the troubleshoot steps that we recommend for this scenario, so if you have the option, please test the NUC on a monitor just to rule out a possible compatibility problem with the Samsung TV.

 

 

Also, could you please provide the graphics driver versions that were installed on the NUC?

 

 

Any further questions, please let me know.

 

 

Regards,

 

Alberto R

 

SEvan
Beginner
151 Views

Hi

date- 1/12/17- 23.20.16.4877, will try a monitor a bit later.

idata
Community Manager
151 Views

Trevster: Thank you very much for providing that information. Perfect, no problem, take your time and when you get the chance please let us know the results of testing the monitor.

Since you mentioned it was working partially fine before, we can also try to install an older driver version, we can try 4678 and 4664:

 

https://downloadcenter.intel.com/download/27349/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NU... https://downloadcenter.intel.com/download/27349/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NU...

 

https://downloadcenter.intel.com/download/26975/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NU... https://downloadcenter.intel.com/download/26975/Intel-HD-Graphics-Driver-for-Windows-10-for-Intel-NU...

Any questions, please let me know.

Regards,

 

Alberto R
SEvan
Beginner
151 Views

hi

tested with the LG monitor still over HDMI though. had the same results, although it seemed to take longer to break watching live tv!

install failed with below error, so pointed manually in device man to force it.

initial test look like its better with the older driver...lasted 6 mins instead of 2 before bombing out.. so the new drivers have broken something? I suspect DRM?

Looks like the driver is at fault here, Can Intel Eng fix it? Starting to regret getting a NUC the amount of time I've spent messing about with various issues. :-(

Will try the older driver later, but I fear the same will happen. Only thing left is a complete win10 reset, spent so much time building this thing up. I'll take an image so I can revert.

more hours lost on this troublesome thing!

idata
Community Manager
151 Views

Hi Trevster: Thank you very much for providing those updates, we are sorry to hear the issue persists and we apologize for any inconvenience.

 

 

Even though you mentioned you already got in contact with Foxtel directly about this matter, we just wanted to confirm if you already tried the steps provided on the following link:

 

https://community.foxtel.com.au/t5/Foxtel-app/This-content-is-currently-not-available-Foxtel-App-on-... https://community.foxtel.com.au/t5/Foxtel-app/This-content-is-currently-not-available-Foxtel-App-on-...

 

 

The content on the above site is not controlled by Intel. This information is offered for your convenience and should not be viewed as an endorsement by Intel for the merchants or services offered there

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

SEvan
Beginner
151 Views

I only installed Win10 Oct 2017 so tried reverting to the driver I downloaded then.

Yes Ive been through that foxtel troubleshooting about 50 times. Just did again now after installing Oct driver. Same result "this content not available"

idata
Community Manager
151 Views

Trevster: We are sorry to hear the issue persists after trying the steps provided on that link. There is a new driver in our web site, it is version 4877, please test that driver in order to try to fix the issue:

 

https://downloadcenter.intel.com/download/26947/NUCs-Intel-HD-Graphics-Driver-for-Windows-10-for-Int... https://downloadcenter.intel.com/download/26947/NUCs-Intel-HD-Graphics-Driver-for-Windows-10-for-Int...

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

SEvan
Beginner
151 Views

hello Alberto

thanks again for prompt response.

Are there any specific fixes for my issue in this driver release? I tried installing + reinstalling foxgo, but same result. After couple minutes the stream goes off.

Running out of options here- this is mostly what I bought the NUC for to run Foxgo on my TV.

Happy to allow you to remote in via teamviewer if you want to troubleshoot yourself?

idata
Community Manager
151 Views

Trevster: You are welcome. Thank you very much for providing those updates. We will continue with our research on this matter, as soon as I get additional details I will update the thread.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

Ronny_G_Intel
Moderator
152 Views

Hi Trevster:

I work for Intel Customer Support and I have worked with a couple of customers reporting the same issue before. See for instance the following community thread:

 

We were not able to duplicate the issue I guess maybe due to location so I would recommend that you contact your correspondent Intel Support via phone in your region: https://www.intel.com/content/www/us/en/support/contact-support.html%23%406 https://www.intel.com/content/www/us/en/support/contact-support.html# @6) and it would be very good to try a different streaming service just to try to narrow down the issue.

I know that this is not really a solution but there is very little we can do in this case.

Regards,

Ronny G

View solution in original post

SEvan
Beginner
151 Views

hi

Yes I have spoken with Albert I think about another issue. As I said to get around the VPN issue Im happy to give you remote access to my NUC via team viewer, let me know I can send the creds to you via PM or whatever.

I've tried other streaming services without issue.

Can you arrange for someone to call me?

idata
Community Manager
151 Views

Hi Trevster: In this case due to your location, the next thing to do will be to get in contact with your local support department:

 

 

Chat support: http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat http://intelsupportchat.force.com/icslivechat/ics_tech_processor_ww_english_Chat,

 

 

APAC contact information: https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html https://www.intel.com/content/www/us/en/support/contact-support/apac-contact.html

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

SEvan
Beginner
151 Views

just thought I'd keep you guys updated on what ive been wasting my time on..

I have done a complete clean install of Win10 and clean install of foxgo, but have the same issue. First I tried a Win10 reset wipe all files leaving it online, but then realised it auto updated everything, so I had to start again using a USB install media taking the LAN cable out.

OMG this has cost me soo many hours of effort! I even blocked windows updates and blocked device driver updates. Still same issue.

The intel driver set I used was from 17th Oct 2017.

Thankfully I took an image before I wiped Win10 so I can restore that one. When I say this, now I'm even angrier coz it seems there's an issue with Win10 backup / restore and that wont work either!! grrrrr so I've lost even more hours of work getting the build to where I want it and may have to start again!! https://answers.microsoft.com/en-us/windows/forum/windows_10-update/i-cannot-restore-any-system-imag... I cannot restore any system image which was created in Windows 10 - Microsoft Community

Maybe next I try down grade to Win81 which will soon be out of support so not sure I should.

I paid all this money for a NUC which I thought should be able to do everything for me. So disappointed.

My old i7 HP laptop can run this via HDMI flawlessly under Win10 (under Intel GFX I might add) :-(

tested that on the same HDMI cable + TV the NUC is plugged into.

GGGRRRRRRR

idata
Community Manager
151 Views

Trevster: Thank you for sharing those results. We are sorry to hear the problem persists. At this point to get in contact with your local support department will be the next thing to do, they might be able to remote access your NUC and provide further assistance on this matter

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

SEvan
Beginner
151 Views

Hi

Ok have called the number and opened a case no. 03199965.

Was told by Rebecca you will investigate and call me back.

idata
Community Manager
151 Views

Trevster: Perfect, your local support department will further assist you with this matter.

 

 

Any questions, please let me know.

 

 

Regards,

 

Alberto R

 

SEvan
Beginner
151 Views

Hi

I was told you would get back to me within 24-48 hours.

Heard nothing yet.

SEvan
Beginner
151 Views

hi

When I 1st got this NUC in November time, Foxgo kind of worked.

Im thinking since I did a fresh Win10 build with no updates back to the november driver set and it still didnt work, Im thinking it may be BIOS related or HDMI firmware.

Can I downgrade BIOS for my NUC and downgrade HDMI fw to see if that works? How far back can I go? Please advise.

EDIT: Some more searching reveals probably no I cant downgrade BIOS due to being blocked by design due to certain patches :-(

Anyway please help. And please get back to me as you promised last week.

Ronny_G_Intel
Moderator
151 Views

Hi Trevster:

We are unable to duplicate this issue (Foxtel* related) mainly due to location, I would have to get connected through a VPN service and I have had multiple issues with that.

I still recommend that you contact our local support service as they may be able to duplicate and help you with this request.

Here is the contact us information website: https://www.intel.com.au/content/www/au/en/support/contact-support.html?_ga=2.184832489.1970383051.1... @6 https://www.intel.com.au/content/www/au/en/support/contact-support.html?_ga=2.184832489.1970383051.1....…

Regards,

Ronny G