Forum > Value Added Services > DStv Catch Up > Frequently asked questions about DStv Catch Up
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Old 2014-05-13 , 14:07
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MC Marietjie MC Marietjie is offline
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Default Frequently asked questions about DStv Catch Up

Below are the most frequently asked questions about the BoxOffice service. If your question is not addressed below, please post it to the Forum.

How do download and repeat cycles work?
Our download and repeat cycles are not set in concrete and constantly change daily, or even multiple times a day. This is why we don't publish our download and repeat cycles in a central place, because it just doesn't make sense to do it.

In exceptional cases, we do try and supply time-frames for content downloads for people who have had constant issues, but it's more the exception than the rule.

Our schedules are designed to ensure that all of the content that needs to be on both Catch Up and BoxOffice is played out multiple times a day.

This means that if you had a recording going in the morning, for example, and you missed our first play out of content, your PVR will "catch" the repeat play out later in the day or even in the middle of the night, or the following day - if the content is scheduled as such.

So it's quite possible that one person will receive a show in the morning, while you might only receive the same show the following day. There are lots of variables that have to be taken into account.

There are a number of things that can affect the play out of content to Catch Up and BoxOffice, and we understand that there are "unforeseen circumstances" like weather, load shedding, recordings etc. <-- even a poor installation of your dish or PVR can result in certain or all of your titles not being downloaded.

Note, the issue of scheduled user recordings conflicting with Catch Up downloads does not apply to 4-tuner HD PVRs or DStv Exploras.

Hopefully - and so far we've had a good track record - our schedules will allow all content that should be on your PVR to be received with enough time for you to watch your favourite shows before they expire.
Remember you can also catch Catch Up titles (and a whole lot more) on the Catch Up website – www.DStv.com/catchup


Where can I find a schedule of what will be on Catch Up for the month?

Find titles for your PVR, DStv Explora and also those that are available online by visiting the DStv Catch Up website (www.dstv.com/catchup) and clicking “SCHEDULES”
We’ll also upload monthly schedules to the forum on (or as close to) the 1st of every month.

I’m having problems registering for/logging onto DStv Connect

Although DStv Catch Up and BoxOffice use DStv Connect on their respective websites, this section specifically deals with CONTENT issues and limited technical support for the platforms.

If you have issues registering/using DStv Connect, please email support@dstvcatchup.com for assistance.

Why are DStv Catch Up shows missing from my PVR?

Missing shows are generally an issue on older PVRs (i.e. SD-PVRs and 2-tuner HD-PVR 2Ps and 2Us). This is because one input on these devices is used for live TV while the second input is used for everything else like recordings, DStv Catch Up and BoxOffice.

(SD PVRs work slightly differently in that they have two inputs and three tuners - making them dual-view decoders with recording functionality. But the principle is the same, recordings can halt the reception of VOD services because both features make use of the same tuner).

4-tuner HD PVRs and Exploras are less likely to miss shows because there are two tuners dedicated to recordings, which frees up an entire tuner to receive Catch Up and BoxOffice content. But 4-tuner PVRs and Exploras are not immune to missing shows.

The truth is that there are many reasons why a show (or multiple shows) may be missing from your PVR's Catch Up playlist:

1. Recordings

PVRs are programmed to give your recordings preference, so if you have an SD PVR or 2-tuner HD PVR, and you have a recording scheduled for the same time that we send an Catch Up show to your PVR, the download will be rejected in favour of your recording.

We usually repeat downloads to try and avoid this from happening, but sometimes you might not receive an Catch Up show if you have multiple concurrent recordings on the go or if you're recording something that is long (like a movie).

For more info about downloads and repeat cycles - please read this: http://forum.dstv.com/showthread.php?t=13294

2. Signal quality (installation issues)

To receive DStv Catch Up shows and BoxOffice movies, your PVR's signal QUALITY needs to be above 90% and it has to remain consistent. We recommend >95%.

If your signal QUALITY fluctuates or is less than 95% there is a very strong chance that you may not receive all your Catch Up shows and BoxOffice movies.

To check the signal status:

SD PVR
On your DStv Remote
- Press MENU
- Select INFORMATION and press OK
- Check signal QUALITY at the bottom of the screen

HD PVRs (2-tuner & 4-tuner)
On your DStv Remote
- Press MENU
- Select INFORMATION CENTRAL and press OK
- Select SIGNAL STATUS and press OK
- Scroll right to display Tuner-2 on the HD PVR 2P or Tuner-4 on the 4-Tuner HD-PVR
- Check signal QUALITY at the bottom of the screen

DStv Explora
- Press the BLUE DStv button on your remote
- Scroll RIGHT to SETTINGS and press OK
- Select Satellite Settings and press OK
- Select Home Network and press OK
- Select User Band and check "Tuner 3 band frequency"

If you are encountering poor signal QUALITY (even if your signal strength is 100%), you need to call our call centre to help you trouble shoot the possible cause, or call out an accredited DStv installer to check your installation as it could also be a problem with your dish alignment or LNB.

This can affect 2- and 4-tuner PVRs and also Exploras.

3. Weather

Poor weather can affect the download of shows to DStv Catch Up. If a download is interrupted by weather (either here at Randburg HO or on your side of the country), a "damaged" or "incomplete" download will be rejected by your PVR.

This can affect SD, 2- and 4-tuner PVRs and also Exploras.

4. Power outages/load shedding

If your PVR is off (no power), it will not receive DStv Catch Up or BoxOffice downloads. Your PVR (no matter the model) needs to be on or, at least, in standby all the time to receive all your shows and movies.
If you do happen to have a power failure in your area you will unfortunately not receive the shows scheduled for download at that specific time.

5. Dual LNB

The minimum installation requirement for any PVR is a dual LNB installed on your satellite dish. If you do not have a dual LNB on your dish, you will not receive both the live TV and Catch Up/BoxOffice streams that are required to run a PVR effectively.

If you have questions about your installation, it's best to speak to an accredited installer to make sure that your installation and equipment meets the minimum requirements for running a PVR.

Where can I find additional FAQs for Catch Up?

You can visit http://catchup.dstv.com/help/faq.aspx for additional information and FAQs about CAtch Up.

Last edited by MC Nic; 2014-06-02 at 11:27. .
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