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playing videos online

New Poster

playing videos online

every time windows is updated I lose my video (audio is fine). What goes?

Problem Solver

Re: playing videos online

wiljim,

 

I am sorry for the delay. When you lost the video feed did you get an error message or did it just disappear? And were you able to get the video to play again once the update was done?




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New Poster

Re: playing videos online

every update causes loss of video. system restore brings it back. About every other day I go thru the process.

Service Expert

Re: playing videos online

Sure sounds like you have a bad connection to the Comcast servers.  I would call customer support and have them check your system.  You may need a tech visit.




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New Poster

Re: playing videos online

When an update happens my video screen is just green but the audio is fine. After system restore it works great (until the next update)

Problem Solver

Re: playing videos online

Hello McKelly1,

 

 

I apologize for the delayed response. When our X1 system updates it should reset the equipment causing the video and audio to go out at a certain time. If you are still receiving audio please try the trouble shooting steps below:

  1. Connect your Comcast set-top box directly to an HDCP compatible HDTV using an HDMI cable and remove alternative adapters or connection accessories (see diagram below). For example, HDMI-to-DVI adapters, AV receivers, HDMI hubs, switches, video scalers or extenders may cause HDCP-related issues.
  2. Unplug your Comcast set-top box from the electrical outlet, wait 10 seconds, and then plug it back in to restart.
  3. If step 2 does not resolve the issue, try using a different HDMI cable directly between your Comcast set-top box and HDTV. A high bandwidth HDMI cable, an Image Science Foundation (ISF) certified rated cable and/or a shorter length cable may help.
  4. If step 3 does not resolve the issue, try disconnecting the HDMI cable and using a component cable instead to connect your Comcast set-top box to the TV (see diagram below).

If you follow the above steps, your issue should be resolved. However, if they do not resolve it, we do apologize and please contact us for further troubleshooting and resolution.




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