Qqn est aussi capable de reproduire le problème aussi de son côté?","board":{"__ref":"Forum:board:television-divertissement"},"conversation":{"__ref":"Conversation:conversation:25434"},"author":{"__typename":"User","login":"SimonP"},"postTime":"2021-04-17T22:25:26.529-04:00","kudosSumWeight":1}},{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8b3w1fDE2OjAsNDE6MXwy","node":{"__typename":"ForumReplyMessage","uid":27767,"body":"
Problème toujours d'actualité!!! L'émission TVA sur demande - Révolution (episode du 10-04-2021) gèle le chromecast après une douzaine de minutes.
Billet ouvert auprès du soutien technique.
\n
\n
SVP! Contactez le soutien technique en mentionnant ce numéro de billet afin de mettre de la pression sur la résolution de celui-ci!
Cet été j'ai regardé tous les épisodes de \"Trop.\" et ça a gelé à chaque épisode. Je n'ai plus regardé d'autres séries à la demande depuis, trop frustrant.
Les gens ne souhaitent pas avoir cette réponse en navigant vers cette page... cela démontre que vous avez choisi d'oublier la problématique. Une vraie solution de votre part (étant un employé à l'interne) aurait été de faire une escalade à l'équipe en charge de l'app Helix et de confirmer par vous-même qu'il y a bel et bien un bug en castant une émission sur demande.
J'ai ouvert ce billet en avril 2021 pour vous aider à être meilleurs. Si vous choisissez d'être une entreprise qui ne prend pas sa clientèle au sérieux, les gens vont vite s'en rentre compte et votre crédibilité va dégringoler... (si ce n'est pas déjà le cas.)
La vitrine de ce forum doit démontrer plus d'initiative que simplement référer sa clientèle au support technique qui ne fait pas vraiment plus d'efforts...
Tu dis tout haut ce que ceux qui ont des soucis techniques pensent tout bas. À quoi sert se forum si ce n'est pour discuter des soucis techniques et trouver des solutions?
@CedrikS Avec tout le respect que vous méritez, permettez moi de dire qu'une réponse générique comme celle que vous donnez n'a aucune valeur ici. Pas plus que mon commentaire négatif, mais véridique. Expliquez moi SVP à quoi sers ce forum de discussion si ce n'est pas trouver des solutions à des problèmes techniques? Fermez ce site, et engagez des employés au soutien technique téléphonique rendu là
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Ceci a été testé avec différentes émissions (ex: Canal vie - Vendre ou rénover, Télé-Québec - Like moi, etc.), avec différents chromecasts, avec différents comptes Helix et à différents lieux de résidence. Le problème est répétable à chaque fois dans tous les cas. Le problème est clairement du côté de vidéotron. Essayez-le, il suffit de démarrer une émission sur demande sur chromecast et ~15 min plus tard, le chromecast est complètement gelé. Rien à faire. Il faut tout redémarrer.
Merci de remonter ce problème à l'équipe responsable.","body@stringLength":"716","rawBody":"Bonjour, À partir de l'application Helix, une émission sur demande envoyée sur un chromecast va geler complètement après approximativement 15 minutes. Ceci a été testé avec différentes émissions (ex: Canal vie - Vendre ou rénover, Télé-Québec - Like moi, etc.), avec différents chromecasts, avec différents comptes Helix et à différents lieux de résidence. Le problème est répétable à chaque fois dans tous les cas. Le problème est clairement du côté de vidéotron. Essayez-le, il suffit de démarrer une émission sur demande sur chromecast et ~15 min plus tard, le chromecast est complètement gelé. Rien à faire. Il faut tout redémarrer.
Merci de remonter ce problème à l'équipe responsable.","kudosSumWeight":0,"postTime":"2021-04-16T22:02:57.787-04:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:chromecast","text":"chromecast","time":"2021-01-12T08:53:20.618-05:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDI","node":{"__typename":"Tag","id":"tag:demande","text":"demande","time":"2021-04-16T22:02:57.787-04:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}},{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDM","node":{"__typename":"Tag","id":"tag:Helix","text":"Helix","time":"2019-08-27T12:56:15.179-04:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:25434_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":7605},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"searchSnippet":"Bonjour, À partir de l'application Helix, une émission sur demande envoyée sur un chromecast va geler complètement après approximativement 15 minutes. Ceci a été testé avec différentes émissions 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Helix sur demande via chromecast","moderationData":{"__ref":"ModerationData:moderation_data:38620"},"body":"Après presque 2 ans de tentatives à essayer de vous aider à résoudre ce problème, je me vois dans l'obligation de passer à autres choses. Si votre temps de réaction à résoudre un incident est si défaillant et que les multiples billets ouverts avec le support technique ne sont pas pris au sérieux (aucun retour, aucun suivi, silence radio...), je ne vois pas pourquoi je continuerais à payer pour un service inadéquat. Je débranche Vidéotron étant donné que la plupart de vos compétiteurs vous dépasse largement à ce jour...","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"repliesCount":0,"postTime":"2022-11-22T18:16:26.209-05:00","lastPublishTime":"2022-11-22T18:16:26.209-05:00","metrics":{"__typename":"MessageMetrics","views":4591},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:fr/community:ogevo67675board:television-divertissement/message:25434/message:38620","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:32327":{"__typename":"ModerationData","id":"moderation_data:32327","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:32327":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:16889"},"id":"message:32327","revisionNum":4,"uid":32327,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:television-divertissement"},"parent":{"__ref":"ForumTopicMessage:message:25434"},"conversation":{"__ref":"Conversation:conversation:25434"},"subject":"Re: Helix sur demande via chromecast","moderationData":{"__ref":"ModerationData:moderation_data:32327"},"body":"
Voici la suite de cette saga... Après un suivi avec le soutien technique, on m'a expliqué que le billet précédent (BUG-00000043339) a été fermé mais qu'un nouveau billet (BUG-00000045539) est celui qui est maintenant d'actualité et encore en traitement par leur équipe de développeurs de l'app Helix. Donc si vous souhaitez participer à un suivi de cette problématique, mentionnez ce billet auprès du soutien technique:
BUG-00000045539 intitulé \"Fermeture de diffusion sur Chromecast après 12 minutes de visonnement de la VSD.
En espérant que ce bug arrive enfin à une résolution éventuelle...
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La raison principale pour laquelle mon collègue invite STEPHG à nous contacter c'est pour bien s'assurer que le compte spécifique de l'utilisateur (que nous ne pouvons bien sûr pas vérifier via le forum) soit associé au billet déjà ouvert. C'est bien beau de soulever des problématiques ici, mais il est bien plus efficace de communiquer avec le département qui les répertorie. C'est-à-dire le Soutien technique.
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Sachez que nous remontons aussi aux équipes produits les problématiques plus générales. Alors, bien que vous semblez penser le contraire, nous lisons et agissons sur chacune de vos interventions sur le forum.
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J'espère que cette information clarifiera la situation.
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Bonne journée
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Vincent Quigley
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Gestionnaire de Communauté
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Alors je serais curieux de savoir où en est rendu la résolution de ce billet ouvert auprès du soutien technique en avril 2021 (avec une relance en octobre 2021): Cela va faire bientôt un an et ça ne semble toujours pas résolu à ce jour... À quel point la clientèle doit-elle s'acharner à relancer le soutien technique pour faire corriger cette problématique (en ré-expliquant à chaque fois le bug et en se faisant suggérer les mêmes manipulations par une nouvelle personne...) ?
À la limite, vous pourriez au moins nous admettre que vous arrivez à répéter le problème de votre côté mais que vous ignorez complètement comment parvenir à une solution. (Ça serait déjà une étape de fait...) À l'heure actuelle, on ne sait même pas si quelqu'un s'occupe de quoique ce soit!
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Bonjour Simon. Comme Vincent a indiqué, le meilleur moyen de vérifier cela est de contacter notre soutien technique; https://videotron.com/nous-joindre N'hésitez pas à les contacter pour voir s'ils ont des avancements là-dessus à vous communiquer.
Bonne journée!
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Même problème ici, aussitôt que l'on cast une émission à partir de l'app Helix TV vers nos chromecast, ça gèle après 10-15 minutes maximum. Ça ne fait qu'une semaine que l'on a Helix TV app et on songe à débrancher nos services.... tout les autres app fonctionnent bien excepté Helix TV.... ou disons plus .... Hélix Figé TV.....
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Bon matin STEPHG,
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Nous vous suggérons fortement de joindre notre équipe du soutien technique pour les vérifications qui s'imposent: http://bit.ly/FB_Nous_joindre Merci!
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M. CedrikS,
Les gens ne souhaitent pas avoir cette réponse en navigant vers cette page... cela démontre que vous avez choisi d'oublier la problématique. Une vraie solution de votre part (étant un employé à l'interne) aurait été de faire une escalade à l'équipe en charge de l'app Helix et de confirmer par vous-même qu'il y a bel et bien un bug en castant une émission sur demande.
J'ai ouvert ce billet en avril 2021 pour vous aider à être meilleurs. Si vous choisissez d'être une entreprise qui ne prend pas sa clientèle au sérieux, les gens vont vite s'en rentre compte et votre crédibilité va dégringoler... (si ce n'est pas déjà le cas.)
La vitrine de ce forum doit démontrer plus d'initiative que simplement référer sa clientèle au support technique qui ne fait pas vraiment plus d'efforts...
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Cet été j'ai regardé tous les épisodes de \"Trop.\" et ça a gelé à chaque épisode. Je n'ai plus regardé d'autres séries à la demande depuis, trop frustrant.
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Problème toujours d'actualité!!! L'émission TVA sur demande - Révolution (episode du 10-04-2021) gèle le chromecast après une douzaine de minutes.
Billet ouvert auprès du soutien technique.
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SVP! Contactez le soutien technique en mentionnant ce numéro de billet afin de mettre de la pression sur la résolution de celui-ci!
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Merci de votre collaboration!
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Le problème encore plus majeur c'est bien plus la qualité horrible de diffusion sur chromecast...
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Au prix que l'on paye ce n'est pas tolérable à mon avis, mais complètement aberrant.
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Moi aussi meme probleme environ 15min , je sais pas quoi faire avec sa !
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Le meilleur moyen de remonter le problème est d'appeler le soutien technique.
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