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Need help with x1 tv and no sound

Posted by
Service Expert

Message 51 of 65
1,779 Views

ghermes1 wrote:

I'm also having a sound problem with the remote boxes on the x1 platform.  I have to keep rebooting the boxes to get the sound to come back.  It just keeps dropping out radomly day to day.  Only way to get it back it to reboot the remote set top box.  A real pain in the axx.  


To try and help you, can you go into System Diagnostics and post your signal levels ( Downstream Power, Downstream SNR and Upstream Power ) from the DOCSIS page?

 

To access System Diags, press and hold EXIT button for 2-3 seconds....  press down arrow twice, then the number 2....   goto System, then Docsis for those numbers above....

 

If you post your levels, other forum members can look at them and make reccomendations.




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Posted by
Service Expert

Message 52 of 65
1,778 Views

ghermes1 wrote:

I'm also having a sound problem with the remote boxes on the x1 platform.  I have to keep rebooting the boxes to get the sound to come back.  It just keeps dropping out radomly day to day.  Only way to get it back it to reboot the remote set top box.  A real pain in the axx.  


Which model?

 

http://customer.xfinity.com/help-and-support/cable-tv/x1-hub-vs-companion-box




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Posted by
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Message 53 of 65
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We just installed the X1 box and couldn't get sound to come out of the HDMI input. All the other inputs we tried (DVD, TiVO, non-HD TV) worked and had sound through our Samsung sound bar. The only way were were able to get sound at all was to go into our TV (Sharp Aquos) settings and set the "Output Select" setting to "Fixed" instead of "Variable".  However, what this did was bypass the sound bar completely and now we only get sound from the TV's built-in speakers (which is not optimal, thus the reason for attaching a sound bar in the first place).  But at least we have sound while watching the digital cable stations. We're waiting for a Tier II tech to call us and we'll see if he had another solution.

Posted by
Gold Problem Solver

Message 54 of 65
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Were you using the HDMI output or the HDMI input on the X1 box?
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Message 55 of 65
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Not sure this will work for everyone, but it works for 100 percent of the time on my RCA TV. I simply use the TV remote to switch to another HDMI channel then return to the original HDMI channel.

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Message 56 of 65
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Having the same problem, and the same 'solution' as carlt00.  Moved my RCA TV to another room after getting a new TV this Christmas.  The RCA hooked up via HDMI to the non-DVR box, would not now have the sound go on with the TV.  Neither the cable or TV remote would work the sound.  By accident, I also 'circled' around the sources/input on the TV remote back to HDMI1 and the sound works.  Have to do it every time.  No TV or cable setting that I could locate made any difference. 

Posted by
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Message 57 of 65
1,238 Views

I believe The problem is the audio signal strength in the hdmi signal is not strong enough for some tvs. I didnt have any problems until my theater tuner stopped working. when i hooked the cable box directly to the tv i had the same problem others are facing. When I hooked up through hdmi powered splitter to run a secondary signal to my projector, I stopped having the problem. The splitter boosts the signal. Amazon sells hdmi boosters for about $10.

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Message 58 of 65
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The following suggestion worked for me.

"X1 handles HDMI differently than the older boxes. What happened with older boxes no longer applies. Jehill's suggestion is very valid and may help you. Go into your TV's settings find the HDMI-CEC settings. Panasonic calls it Viera Link. Samsung calls it AnyNet. Find those settings and turn them off."
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Message 59 of 65
1,006 Views
Im having the same problem...I turn the tv on and off so many times!Nothing works!I tried disconnect the HDM1 cable and works...I hated this new freakin box!!!
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Message 60 of 65
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I did that...still not working!
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Message 61 of 65
686 Views
Go to Xfinity Apps and reset language to English. Do this twice. You are losing sound because the Xfinity app is switching over to Spanish. Weird...I know....But I finally figured it out after 7 months and almost buying a new TV.
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Message 62 of 65
584 Views

THIS IS EXTREMELY FRUSTRATING!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!  Tried every suggestion here.  I didn't ask to be upgraded, I was told that I would start to lose HD channels, so I did.  Turning on your TV and having to reboot the system EVERY TIME just to hear anything other than my DVD which works fine and has sound and my chrome which works fine and has sound, is too stupid to imagine.  I am being sent ANOTHER box BUT I doubt that will make anything better and I REFUSE to have a technician come out and be NO help.  PLEASE, what is the answer to this problem?

Posted by
Service Expert

Message 63 of 65
569 Views

AAAAB wrote:

THIS IS EXTREMELY FRUSTRATING!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!  Tried every suggestion here.  I didn't ask to be upgraded, I was told that I would start to lose HD channels, so I did.  Turning on your TV and having to reboot the system EVERY TIME just to hear anything other than my DVD which works fine and has sound and my chrome which works fine and has sound, is too stupid to imagine.  I am being sent ANOTHER box BUT I doubt that will make anything better and I REFUSE to have a technician come out and be NO help.  PLEASE, what is the answer to this problem?


You had legacy cable that needed to be upgraded.... the X1 platform boxes operate on a higher level of signal requirements than legacy cable needed.   Hate to say, but your best bet is to have a TECH onsite to evaluate and make the necessary repairs to your infrastructureucture ( outside or inside ).  If you don't you will continue to be plagued by the issues.




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Message 64 of 65
329 Views

The only thing that works for my tv is to press the Xfinity button, scroll to settings, select Device Settings, select Video Display and change it to 4:3, 480i SD. Make sure you save it. The only downside to that is I cannot see the APPS, but we doesn't use them all that often. If I want them I just switch to one of the HD options in the video display. I hope this helps! I found this solution in another thread. 

Posted by
Contributor

Message 65 of 65
327 Views
I got rid of X1 a long time ago ! Turned out my tv sound was bad. !! I was told don't get x1 til u have to