JW Broadcasting on Fire TV

[Sooner Guy 89]

I have a tech support question for whomever may know the answer. The JW Broadcast app on Fire TV seems to have an aspect ratio issue. It is zoomed in to about 300%. On ours (we rarely use Fire but when I opened it up today it was the same issue) and my in-laws both. Checked settings (Accessibility/magnifier), restarted Fire TV, deleted app and reinstalled but no joy. It seems to be the only app affected because everything else on Fire TV seems to operate normally. I use Apple TV mostly and it is not a problem there. If anyone has seen this or knows a solution, I would love to find an answer for my elderly relative since it is their only way to watch broadcast. And he is pretty stressed out about being a few days behind watching (his words) and short of buying him a new Apple tv.  

[gusdn1]

33 minutes ago, Sooner Guy 89 said:

I have a tech support question for whomever may know the answer. The JW Broadcast app on Fire TV seems to have an aspect ratio issue. It is zoomed in to about 300%. On ours (we rarely use Fire but when I opened it up today it was the same issue) and my in-laws both. Checked settings (Accessibility/magnifier), restarted Fire TV, deleted app and reinstalled but no joy. It seems to be the only app affected because everything else on Fire TV seems to operate normally. I use Apple TV mostly and it is not a problem there. If anyone has seen this or knows a solution, I would love to find an answer for my elderly relative since it is their only way to watch broadcast. And he is pretty stressed out about being a few days behind watching (his words) and short of buying him a new Apple tv.  

When you say zoomed is this like all the edges of the JWB app is cut off? 
 

Like this image for example:

This is particularly a regular issue among TV’s aspect ratio and most people aren’t aware of it unless they noticed the cut off and then they had adjust the aspect ratio manually. 
 

This is an example of how Xbox fixes this issue:

So you need to look for your TV’s aspect ratio settings then take a look and explore which aspect ratio works best with your Fire TV. 

 

Our hall have the same issue where the edges are cut off in one TV while the other isn’t but I cannot modify it because we don’t have the remote. 

Edited Thursday at 11:47 PM by gusdn1

[Sooner Guy 89]

Wel the weird thing is just started a few days ago. It ONLY affects the home screen of broadcasting on Fire TV. Once a program is selected it is fine. And it does not affect any other app other JW Broadcasting I checked. So, my thought process is it is a problem with the app versus settings, but that is only a thought.

 

Pic 1: What I see on Apple and what I previously used to see on Fire TV.

 

 

 

 

Edited Friday at 12:12 AM by Sooner Guy 89

[Sooner Guy 89]

Pic 2: Home screen on Fire TV looks like it is 'zoomed' in by a large %

 

 

Pic 3: Video playing on Fire TV is fine in the aspect ratio.

Edited Friday at 12:15 AM by Sooner Guy 89

[gusdn1]

7 minutes ago, Sooner Guy 89 said:

Wel the weird thing is just started a few days ago. It ONLY affects the home screen of broadcasting on Fire TV. Once a program is selected it is fine. And it does not affect any other app other JW Broadcasting I checked. So, my thought process is it is a problem with the app versus settings, but that is only a thought.

 

Pic 1: What I see on Apple and what I previously used to see on Fire TV.

Pic 2: Home screen on Fire TV looks like it is 'zoomed' in by a large %

Pic 3: Video playing on Fire TV is fine in the aspect ratio.

 

Very confusing. 

 

 

 

Upon seeing the photo. I can only see the first one apparently. This is indeed with your aspect ratio settings. You will need to change your aspect ratio of your TV

Edited Friday at 12:17 AM by gusdn1

[gusdn1]

2 minutes ago, Sooner Guy 89 said:

Pic 2: Home screen on Fire TV looks like it is 'zoomed' in by a large %

 

Pic 3: Video playing on Fire TV is fine in the aspect ratio.

Oh I see. The 2nd pic, is that like the entire TV I’m seeing right now or just a part of the TV? 

[Sooner Guy 89]

Second pic is the entire screen. When navigating the top row you will lose visual of the cursor.

 

[Sooner Guy 89]

Strangely the exact same issue happened to my father-in-law and I also heard from another brother in our congregation that had the issue. All in the same place on the same screen in JWB. With no other app being affected. I have an LG and the others VIzio and only with Fire. That is what is confusing, and it started this week. I guess I was wondering if it could be a bug in the app if it was updated lately.

[gusdn1]

1 minute ago, Sooner Guy 89 said:

Second pic is the entire screen. When navigating the top row you will lose visual of the cursor.

 

 

Yeah, I see that. Ok, let me try to get my fire TV stick from my back storage, and try to replicate this. 

I have a bunch of stuffs in me because my congregation always ask me for help, so I have to test. 

[Sooner Guy 89]

Thank you my brother. I grew tired of FireTV  and we like Apple better for tv apps. So, I am just trying to help the family. 😀

[gusdn1]

Hello Brother, 

 

I was able to replicate the issue. In addition, do you also see when opening the app, a gray splash screen placeholder that was never there before when we usually open the app?

 

It seems the app is broken. This issue is now beyond of our own control so you will need to contact the branch office as soon as possible.

Also, let other brothers and sisters aware of it and have them contact the branch themselves.

The more people reporting it the better as the branch will raise it as a high priority if a lot of people are reporting.

 

I will make my report tomorrow when the branch opens.

Edited Friday at 12:55 AM by gusdn1

[Sooner Guy 89]

I was thinking the same thing but wanted a second opinion. I will make a call in the morning as well. Thank you for all your kind assistance.

[gusdn1]

You are very welcome brother. You can also send them an email now on jwvox@jw.org if you want to do that on top of your phone call tomorrow.

I'm in Canada branch, so we just leave a voicemail.

[Sooner Guy 89]

Excellent!

[Skye]

Experiencing the same issue in Germany!