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4k dvr disconnects from tv on refresh

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Frequent Visitor

4k dvr disconnects from tv on refresh

My 4k dvr disconnects from my one year old ju6500 Samsung 4k tv every night when it does a nightly refresh. I did not have this problem with the old x1 dvr box. A connection is made only if the tv screen is on. Samsung, Comcast and I have tried every setting, port and multiple cables with no luck. So, I have to unplug and plug in the dvr every morning to get a picture. And the software is up to date on the tv and dvr. Has anyone else solved this problem?

Thanks,  Tom

Accepted Solution

Re: 4k dvr disconnects from tv on refresh


Walicki wrote:

It is set to Off.


Try it with it on.

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Problem Solver

Re: 4k dvr disconnects from tv on refresh

Are you now using a 4K compliant cable between the cable-box and HDMI 1 on the Samsung hub? Comcast may not yet be supplying 4K HDMI cables (it better be labelled that way).

Service Expert

Re: 4k dvr disconnects from tv on refresh

Try a different TV HDMI port.




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Frequent Visitor

Re: 4k dvr disconnects from tv on refresh

I bought a 4k cable at Best Buy when I bought the tv 18 months ago. I have tried other cables, but that is the only one that was labeled 4k. I don't watch anything in 4k yet. A new cable may be worth a try. Thanks 

Problem Solver

Re: 4k dvr disconnects from tv on refresh

The 4K cable from Best Buy would be fine. I got mine there in January 2016.

Frequent Visitor

Re: 4k dvr disconnects from tv on refresh

I have tried every port with no improvement. I only lose the connection when the screen is turned off during the nightly refresh. It will make a connection if the tv screen is on during a refresh.

Problem Solver

Re: 4k dvr disconnects from tv on refresh

I don't understand what you mean by "nightly refresh". Do you have your cable-box doing updating at that time?

 

I have a 2015 UN65JU7500 FXZA 65" Curved 3D UHD tv, and have never had any problems. If I happen to turn on the tv right before the cable-box the tv will show NO CONNECTION for about 5 seconds before cable-box starts output of signal. The warning on tv vanishes and video / audio come on.

 

So I turn on cable-box first and tv second with signal being there immediately. I do not have the Comcast remote set up to control tv. It should be noted that the Comcast remote follows a certain sequence when hitting the "all on" button: cable box first, tv second, Aux. third. That could cause your problem.

Official Employee

Re: 4k dvr disconnects from tv on refresh

Mntundra, realize you are giving details about your legacy remote and that is totally different than the characteristics of the X1 remotes.

If you had the X1 platform, you’d know the boxes reboot nightly.

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Official Employee

Re: 4k dvr disconnects from tv on refresh

Walicki, are you using just TV power or All Power when turning the tv off? Is it possible it’s a TV setting?

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Frequent Visitor

Re: 4k dvr disconnects from tv on refresh

I use the all power button, but I have tried the tv button. The Comcast 4k dvr never turns off except for the scheduled nightly restarts. There are no buttons on the box. Every morning I turn on the tv and get a black screen. I have to unplug and plug in the dvr and wait 5 minutes for a picture. 

I will get a black screen if the tv screen is off when  I unplug and plug in the dvr. 

I thought it might be a software issue, but others would be having the same problem.

I had no problems with the old x1 dvr box.

Frequent Visitor

Re: 4k dvr disconnects from tv on refresh

I haven't changed any tv settings which is set to instant on. I spent time with Samsung customer service and they had no luck. They think it's a dvr setting problem.

Official Employee

Re: 4k dvr disconnects from tv on refresh

Xfinity button to Gear Symbol to Comcast Labs... is HDMI Link on or off?

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Frequent Visitor

Re: 4k dvr disconnects from tv on refresh

It is set to Off.

Service Expert

Re: 4k dvr disconnects from tv on refresh


Walicki wrote:

It is set to Off.


Try it with it on.




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Official Employee

Re: 4k dvr disconnects from tv on refresh

Xfinity button to Gear Symbol to Device Settings, scroll down to power preferences and press ok. What is power saver set to?

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Frequent Visitor

Re: 4k dvr disconnects from tv on refresh

It worked. I just tested it twice. You solved a problem that no one else could for the last 5 months.

Why did it work? Seems counter intuitive. 

Thank you for your help.

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