does your recorded video have sound?

[swtch7]

Well somewhat good news..... HTC emailed me back again on the issue, this time with a bit more information

*****
Thank you for your reply.

Due to feedback such as your own, we did some testing here of the issue that you describe. We have in fact escalated these tests to the development team. We cannot say at this time if this is a software or hardware issue. We are working hard to resolve this in a timely manner.

We appreciate your feedback and for reporting the issue. Thank you for your interest in HTC
******

So they are at least acknowledging its an issue..... baby steps

 

[kb0uy]

I called Verizon Tech Level 2 yesterday and ref this and other threads. She talked to HCT while I was on the phone. I then loading the video into Adobe Premiere Pro CS4 and it showed that the audio was -22.5 db down. Love the phone but need Video with Audio. I have 5 days left to decide on returning.

 

[zog1977]

what if HTC finds a hardware issue, will they fix it? or are we sh#$ out of luck?

there is a 1 year manufacturer warranty right?

 

[swtch7]

I called Verizon Tech Level 2 yesterday and ref this and other threads. She talked to HCT while I was on the phone. I then loading the video into Adobe Premiere Pro CS4 and it showed that the audio was -22.5 db down. Love the phone but need Video with Audio. I have 5 days left to decide on returning.

What did HTC say about the issue?

 

[zog1977]

i emailed HTC yesterday and still no response.

 

[millsap2]

I voted Yes, but should have voted that I can barely hear it.

 

[barrycinti]

I just came back from the VZ store. While waiting my turn I tried video on the two demos, weak audio. The store rep tried his TB, same results. The person in the service area had the same results. The rep said he would report it to HTC. He also found out HTC is aware of the problem and will probably come out with an OTA fix. I have until this Friday before my 14 days are up. If its not fixed by then, back it goes. I paid a premium price for a premium phone I expect it to work. Question, how does the OTA update work, does it happen automagically or is it manual?

PS: HTC's phone number is 1-866-449-8358. Please call to report this problem, the more complaints they receive may bump it up the list to get fixed.

Barry

 

[TBDreamer]

I really think its just a software issue, if it was a mic, then you couldn't talk through the speakphone then

 

[Kronko]

I just came back from the VZ store. While waiting my turn I tried video on the two demos, weak audio. The store rep tried his TB, same results. The person in the service area had the same results. The rep said he would report it to HTC. He also found out HTC is aware of the problem and will probably come out with an OTA fix. I have until this Friday before my 14 days are up. If its not fixed by then, back it goes. I paid a premium price for a premium phone I expect it to work. Question, how does the OTA update work, does it happen automagically or is it manual?

PS: HTC's phone number is 1-866-449-8358. Please call to report this problem, the more complaints they receive may bump it up the list to get fixed.

Barry

OTA happens automatically when it is ready or it could be done manually if the file is available on line and you do not want to wait.

 

[kb0uy]

As mentioned in other threads, if you plug in a mic-earphone you will get usable audio. So that shows that the mic on the phone isn't working properly.

 

[TBDreamer]

As mentioned in other threads, if you plug in a mic-earphone you will get usable audio. So that shows that the mic on the phone isn't working properly.

You're right, i tried that and audio was a lot better, now i'm confused if it is a software problem or a hardware.

 

[barrycinti]

Does the mic-earphone plug into the headphone jack? I only have headphones. I plugged them in and the audio was also weak.

 

[TBDreamer]

Does the mic-earphone plug into the headphone jack? I only have headphones. I plugged them in and the audio was also weak.

Yeah it does, its like an earphone but has a piece for the mic connected to the earphones, if you just have earphones, the phone will still use it's own mic, i'm thinking i should use the mic-earphones now whenever i have to record a video now if this problem doesn't get fixed :-\

 

[motodunner]

Man good thing I don't really use video... I was had to hold the speaker right up to my ear to hear anything. I hope they do get it fixed though.

 

[zog1977]

here is HTC's reply to my email.

Thank you for taking the time to contact us at HTC Mike. We are sorry to hear about the problems you are experiencing with the sound quality of the video playback on your HTC Thunderbolt.

To clarify a bit, is the issue happening when you playback video in the device, or on your PC with a Media Player? If it is on the PC, be aware that you will need to use the Quicktime Player or other multi-codec media player. The audio encryption that the phone uses appears to be decoded best in the Quicktime Player on the PC.

If the issue is for playback of recorded video on the device, we have had reports of inferior sound quality for videos recorded on the HTC Thunderbolt, specifically when using the video camera to record someone else. The issue does not appear to happen when the phone is used for video conferencing via Qik or other third party video messaging software.

We have escalated the issue to our developers Mike and are working to find out if it is software or hardware related. We are doing our best to find a solution to this problem as quickly as possible. HTC takes this very seriously and will keep you up to date with any progress on our website at HTC - Mobile Phones, Smartphones, Cell Phones, PDAs in the What's New area. Check back periodically for any updates regarding this issue.

We apologize for any inconvenience this may cause you Mike. Keep in mind that we are here to answer any questions or concerns you may have between 6am to 1am EDST, 7 days a week for your convenience. You may also visit us at HTC - Mobile Phones, Smartphones, Cell Phones, PDAs for further assistance.

 

[swtch7]

its great they escalated it to DEV, now we will be battling to get updates....

 

[TBDreamer]

Email from HTC:

Thank you for your reply. We are unsure if the audio while recording is a hardware or software issue. This has not become a known issue to HTC. I understand users are basing their concerns on various forums, but if all the customers that are having this issue are not contacting HTC and reporting the issue we have no way of tracking this. When we do get a lot of calls or emails about a particular issue we then look into ways of resolving the issue. When new devices are released it does take time for the customers to test different features and report anything that isn’t working properly to us. We will by releasing the Android 2.3 update for the Thunderbolt this summer. We do not have an exact date of the release; you may check htc.com and twitter.com/htc for update information closer to release. If this does become a know software issue then we will be able to include a fix with the update.

*On a brighter note, was out with some friends last night and was video recording, the mic worked great outside

 

[rayzaname]

Just did a test video both indoors & outdoors. The volume level of the outdoor video was normal, while that of the indoor video was barely audible. I really think it's an issue with how the phone handles ambient noise canceling, especially in environments with little to no noise. Everyone who notices this issue should call/email HTC (go here), or there's a chance nothing will be done to fix it.

 

[swtch7]

Email from HTC:

Thank you for your reply. We are unsure if the audio while recording is a hardware or software issue. This has not become a known issue to HTC. I understand users are basing their concerns on various forums, but if all the customers that are having this issue are not contacting HTC and reporting the issue we have no way of tracking this. When we do get a lot of calls or emails about a particular issue we then look into ways of resolving the issue. When new devices are released it does take time for the customers to test different features and report anything that isn?t working properly to us. We will by releasing the Android 2.3 update for the Thunderbolt this summer. We do not have an exact date of the release; you may check htc.com and twitter.com/htc for update information closer to release. If this does become a know software issue then we will be able to include a fix with the update.

*On a brighter note, was out with some friends last night and was video recording, the mic worked great outside

this is BS, I have a thread going on their site.. I know many people personally that have called and escalated. HTC reps themselves have said they have the problem.....this makes me angry.

 

[Korsin]

Same problem here too.

I have been in contact with both HTC and Verizon and this is a know issue.

For anyone considering returning their TB during the evaluation window, so you don’t get stuck with bad video / sound recording on your phone, waiting to see if a fix is coming or not. You may want to consider checking with your Verizon store manager to see if they will extend the evaluation period.

I was able to negotiate with my local Verizon corporate store manager a 60 days window vs the standard 14 days to return my TB, if no fix is available by then for this issue.

Overall my wife and I like our Thunderbolts. We purchased two on the release date, and I first reported this problem to the Verizon store I purchased them from on 3/23 (where I also proceeded to piss off two Verizon employees that just got their TBs and they found out they had the same problem with their phones as well).

I also reported this issue directly with HTC early last week and was emailed a possible fix, which did not work. This later included several email exchanges on this issue, including me sharing with HTC on some results from basic tests I had preformed. In the end HTC escalated this to their development team.

This past Saturday (3/26) I returned to the Verizon store prepared to return both our TBs. I also provided Verizon a copy of the email exchange I had with HTC on this issue. They checked Verizon’s tech support system and this problem was showing as a known issue with no resolution listed at this time.

A Verizon tech support person did perform a Factor Data Reset on my TB, something HTC suggested but I had not done. However, after doing so there was no improvement. Since I never downloaded any additional Apps that may have changed any factory settings, I felt doing a factory data reset was not really needed, but allowed them to do.

After all this the manager tried to explain that a fix was most likely coming for this issue, but could not say when. I informed him I was unwilling to wait and risk if a fix was coming or not, or when, and considering the price of the phone I wanted to return them and reactivate my old phones. I then suggested that since I generally liked the Thunderbolt I would be willing to give HTC / Verizon a little extra time to provide a fix if he would be willing to extend my evaluation time to return my phones, without penalty, if a fix was not provided in a timely fashion.

After some discussion he offered me a 60 day grace period to return my phones if no fix was available by then. He logged this information into my account and provided me a printout for my records showing I have 60 days to return TB for this issue.

The one thing I had going for me is that these were my first upgrade to a smart-phone. As such if I did convert back to my old phones which were just under a voice plan on, Verizon would have been out two data and text packages which would have been dropped from my account.