Imagine frozen but sound continue

[manu81cba]

after a few minutes the image is frozen but the sound continues to work. I am with network cable to avoid inconveniences. Is it an error or a failure of the application?

[hellobox]

1. Upgrade to the latest software and keep the device online.
2. Give me SN of the device, only the first 4 characters are required.

[manu81cba]

1. Already have last firmware... Or you have any beta news for try?
2. SN number dc3d333208084432

I use in xiaomi tv box s the app... And frozen always... My internet red no was a problem

[hellobox]

I did not find your device in online device list. Can you tell me when the device is online?

[manu81cba]

All day is online... All day is on... Or you need any see the TV?

[manu81cba]

You can check?

[hellobox]

At different times, I played the program remotely, and the video and audio were smooth every time.

The below things need to be confirmed.
1: Try different decoder(auto/software/hardware) with xiaomi tv box, is the playback normal?
2: What is the android version of xiaomi tv box?
3: Is the playback normal with other android devices?

[manu81cba]

1. Different decoder same result
2. Android version 9 ATV
3. In my cellphone Samsung s21+ no problem.

I think is the app no working fine in xiaomi tv box s . You can fix?

[hellobox]

What model is your Mi TV box?

[manu81cba]

You can see