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Cable TV BLACK BLANK on screen

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Message 1 of 13
16,559 Views

Hello I have been having problems with my TV since installing the Xfinity kit.

The main problem is a larg rectangular BLACK BLANK covering the picture for about Two thirds of the screen.

This appears when the channel is changed and when it appears that's it, it stays. Can you resolve this prpblem please.

WABG

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Posted by
Official Employee

Message 3 of 13
18,513 Views
Solution

It sounds like a closed captioning problem.

Try going into your TV menu and turning off the closed captioning option.

 

If you have a HD cable box, then you can also try turning off any closed captioning on the box too.

Turn the cable box off, and leave the TV on.  Then press the Menu button on your remote control, it should bring up the HD User Settings menu.  You will be able to disable closed captioning there.

 

One of those two should fix it for you.

Comcast Nick
Supervisor
Executive Customer Relations




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12 REPLIES
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Message 2 of 13
16,557 Views

I am having problems with a rectangular BLACK Blank covering two thirds of my TV screen  when a channel is changed.

Posted by
Official Employee

Message 3 of 13
18,514 Views
Solution

It sounds like a closed captioning problem.

Try going into your TV menu and turning off the closed captioning option.

 

If you have a HD cable box, then you can also try turning off any closed captioning on the box too.

Turn the cable box off, and leave the TV on.  Then press the Menu button on your remote control, it should bring up the HD User Settings menu.  You will be able to disable closed captioning there.

 

One of those two should fix it for you.

Comcast Nick
Supervisor
Executive Customer Relations




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Posted by
Service Expert

Message 4 of 13
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If it is closed captioned through your tv, I do agree that is what you could be seeing.

 

Most tv's have 2 closed caption settings. On mine they are Caption which has the words at the bottom of the screen.

 

The other setting is Text, which has only a big blank black box on the screen.

 

I don't know if these settings are standard on all tv's. Yours may say something different.

 

Do as Nick suggests and try the tv CC settings first.




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Posted by
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Message 5 of 13
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My new and control does not have a MENU option and my old one (prior to Xfinity kit install) does not appear to have a close caption facility. really I am out of my depth on this.

WABG

Posted by
Official Employee

Message 6 of 13
16,531 Views

If your box isnt HD, then it has to be a setting on your TV.

What brand of TV do you have?

Have you checked those forums?

Comcast Nick
Supervisor
Executive Customer Relations




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Message 7 of 13
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Closed Captioning was the problem. Thanks for your help. I love the internet and forums like this. Problem solved.
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Message 8 of 13
11,410 Views
The problem is back in May 2014.... Very irritating!!! Doesn't anyone at Comcast watch their own transmissions?
Posted by
Official Employee

Message 9 of 13
11,383 Views

wa3gin wrote:
The problem is back in May 2014.... Very irritating!!! Doesn't anyone at Comcast watch their own transmissions?

Apologies, as per the solution above, this is a local closed captioning issue to your TV set or cable box. The marked solution should help you.  




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Message 10 of 13
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So, please explain how CLOSED CAPTION setting was changed.  There has been no adjustments made on our box???

Posted by
Official Employee

Message 11 of 13
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wa3gin wrote:

So, please explain how CLOSED CAPTION setting was changed.  There has been no adjustments made on our box???


Try going into your TV set menu and turning off the closed captioning option. You will need your TV set manual and-or your TV remote control and locate the CC instructions. Buttons on your TV remote control may have been pressed accidentally.  

 

If you have a HD cable box, then you can also try turning off any closed captioning on the box too

.

Turn the cable box off, and leave the TV on.  Then press the Menu button on your remote control, it should bring up the HD User Settings menu.  You will be able to disable closed captioning there.

 

One of those two should fix it for you.




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Message 12 of 13
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NOPE... this issue has nothing to do with CLOSED CAPTIONS.  I powered down the COMCAST BOX and allowed the powersupply to fully discharge. Then powered it back up.  The problem cleared. OMG!

Posted by
Official Employee

Message 13 of 13
11,307 Views

wa3gin wrote:

NOPE... this issue has nothing to do with CLOSED CAPTIONS.  I powered down the COMCAST BOX and allowed the powersupply to fully discharge. Then powered it back up.  The problem cleared. OMG!


Glad to hear.  




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