Windows 11 playback issues

[jr1]

We will be watching tv using the app and it will disconnect we hit back and choose channel and its fine for a few minutes and it does it again. Happens on roku and google tv?

I dot see anything in the logs?
help!

[jr1]

Using Windows HD app and watching channels on the app. Playback is glitch and studders and breaks up. This happens on all my windows computers tv apps seem fine?

[jasonl]

We would like to get some diagnostic data to see what is happening:

1. In a web browser go to http://hdhomerun.local
   NOTE: That address will go do the first HDHomeRun device found on your network. If you have more than one HDHomeRun device, use the "device ID" printed on the bottom of the unit instead of "hdhomerun" in the address. For example, if your device ID was 104FFFFF then you would go to http://104fffff.local
2. If it tells you that a firmware update is available, please install it
3. Click "System Menu"
4. Check the "Send diagnostic information" box (if this box is already checked, please un-check then re-check it)
5. Go back one page
6. Click "Channel Lineup"
7. Click on "Detect Channels"
8. After the scan finishes, open the HDHomeRun app on Google TV
9. Go into the app settings: the gear icon in the top right corner of the "Live/Recorded/Discover/Tasks" page
10. Enable the option to "Send diagnostic information"
11. Reproduce the issue

Reply back and provide us the device ID of your HDHomeRun and we will check the logs. You can find the device ID on a label on the bottom of the HDHomeRun itself.

[jr1]

Hardware Model HDFX-4K
Firmware Version 20250815
ATSC3-DRM SD20230420
Device ID 10A9B1E6

pc i5 intel 16 gb memory
win 11

playing audio studders
turned logs on for those devices

[jasonl]

The logs suggest there may be a problem with data getting to the app. Is there any third-party security/firewall/antivirus/antimalware software installed on the PCs?

[jr1]

we use avast but its not showing in the logs and added the app to the whitelist. I'm also getting disconnect saying no longer active but if i get out and go back in its fine, anything logs that help with disconnects?

[jasonl]

When a security program causes this kind of trouble, it won't typically show in the logs because it isn't actually blocking things, it's just sitting there intercepting the data as it comes in and trying to scan it, and the data going out isn't running as fast as the data going in. The app needs to receive all of the data in the correct timeframe in order to play properly. Excluding the app won't solve the issue in all security programs, because it may still be hooked in and intercepting that data and just not doing anything if it were to find something bad (not that it would on broadcast TV). Removing the software entirely and rebooting is the only reliable way to test this.