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Post Reply iPad + HDMI problem, no video visible
eg_
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Posted 8/26/15
Latest (20aug) update broke iPad + HDMI combination.
There is sound and you can still scroll, but no video visible.

Without HDMI and cleanly starting CrunchyRoll then video works. Once I plug in, it doesn't work, and when I remove HDMI it doesn't work either, requiring restart of CrunchyRoll.

My setup specs:
iPad 4th gen, ios 8.4.1
Lightning AV adapter (HDMI adapter)
Samsung F6400 (display)

+ Egon
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Posted 8/26/15
And I'm afraid the latest version for the App Store just released a few hours ago (20.40.1) didn't fix the issue. Having the same issue since the last version. No HDMI video output from my iPhone using an official HDMI interface from Apple. First the issue with Chromecast about 6 weeks ago and now HDMI. Premium member since months ago btw
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50 / M / Chicago, IL
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Posted 8/26/15
Same problem here with an output to a VGA monitor. Don't they test the software before the release it?
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28 / F
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Posted 8/27/15
Can you try using Chromecast again and see if it works now?
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50 / M / Chicago, IL
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Posted 9/5/15
Hello

Any word on this? When can we see an update?
Der Zoodirektor
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34 / M / Germany
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Posted 9/5/15
Our developers are aware and looking into the issue. However I cannot give an estimate for the fix. Sorry.
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50 / M / Chicago, IL
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Posted 9/5/15
Hey, at lest you were honest about it and responded. Most tech companies dont.
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50 / M / Chicago, IL
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Posted 9/9/15
Any status update besides we are still working on it?
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Posted 9/12/15
This is mind boggling. I reported this issue two weeks ago and have received one automated response lamenting the fact that CR is understaffed, one response from support that clearly showed they didn't read nor care what the issue was to begin with, and a third and final response asking me if I still had an issue and asking if it was a billing question. LIke seriously CR? What is this? This is unacceptable. In every e-mail they always mentioned they are understaffed, which I can respect, but then with these kinds of issues you either need to grind down on your engineering and software teams and get them to resolve and contain this issue.

Just for background, I have been unable like OP to view any CR content using a medium (in my case GoogleCast) from any device I own or my Chrome web browser to a television. This issue is only with CR apps and players. Sony (my television manufacturer) has also found and replicated this issue. I think the premium membership base would like to know what's going.
Der Zoodirektor
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Posted 9/14/15
We just pushed out an update to the app that should be fixing the HDMI issue. Let me know if the issue was resolved for you.
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Posted 10/16/15
Unfortunately the issue was not resolved.
Der Zoodirektor
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Posted 10/16/15

tetsoysauce wrote:

Unfortunately the issue was not resolved.


Then your issue is likely different in nature. Can you describe what happens for you exactly.
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Posted 10/26/15
I am having the same issue with video output from an iPhone and received the same underwhelming responses from customer support. The update on 20 August broke it, the 26 didn't fix it, the 14 sept update did fix it, and then when the 19 oct update went out, it broke again - even though I did not update out of fear. That's right, I didn't download the update but it stopped working anyway. So I downloaded it in case there was a server-side incompatibility being cause. But it still doesn't work.

To clarify I'm using an iPhone 5S with a lightning AV adapter to output the video to a Samsung TV. Since this glitch started, I only get audio output with no video.

This issue is tiring. Video output is the only reason I get the premium membership and its wasted when this glitch is active. I requested a refund until this was resolved but that was ignored. If this isn't resolved by the time my subscription ends I'll give a competitor a try. Mainly due to the lack of customer support, more than the problem itself. The first response took a week and didn't make sense, the second three more weeks and asked me to repeat myself. The thrid was hilariously asking if I was satisfied with the responses.
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Posted 10/26/15 , edited 10/26/15

tetsoysauce wrote:

With all due respect to executives everywhere, "being understaffed" is almost always a controllable factor (insufficient pay/benefits to keep or attract workers, poor work environment, policies that cause inefficiency, etc). The top management of most companies seem to think "being understaffed" shows it isn't their fault, but it's more like trying to excuse running a red light by saying you were too drunk to react in time.



PHANTA5M wrote:

Welcome to Crunchyroll customer support. If you would like a template reply that has nothing to do with your problem, press "1". If you would like us to blame you for the problem, press "2". If you would like us to blame your ISP, press "3". If you would like us to blame some other website, application, or device, press "4". If you would like to give up and go away, please press "0". Otherwise, please stay on the line and someone will be with you by the next fiscal quarter.
Der Zoodirektor
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34 / M / Germany
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Posted 10/26/15

PHANTA5M wrote:

I am having the same issue with video output from an iPhone and received the same underwhelming responses from customer support. The update on 20 August broke it, the 26 didn't fix it, the 14 sept update did fix it, and then when the 19 oct update went out, it broke again - even though I did not update out of fear. That's right, I didn't download the update but it stopped working anyway. So I downloaded it in case there was a server-side incompatibility being cause. But it still doesn't work.

To clarify I'm using an iPhone 5S with a lightning AV adapter to output the video to a Samsung TV. Since this glitch started, I only get audio output with no video.

This issue is tiring. Video output is the only reason I get the premium membership and its wasted when this glitch is active. I requested a refund until this was resolved but that was ignored. If this isn't resolved by the time my subscription ends I'll give a competitor a try. Mainly due to the lack of customer support, more than the problem itself. The first response took a week and didn't make sense, the second three more weeks and asked me to repeat myself. The thrid was hilariously asking if I was satisfied with the responses.


Is your phone jailbroken?
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