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Re: picture freezing a couple of times a week.

Regular Contributor

Re: picture freezing a couple of times a week.

It's happening to me again, too. And this after we just went through a 3 month ordeal of signal issues and "area improvements".

Contributor

Re: picture freezing a couple of times a week.

As of late Oct 2017, still hasn't been solved.

Service Expert

Re: picture freezing a couple of times a week.


steveoregon wrote:

As of late Oct 2017, still hasn't been solved.


I have three X1 DVR's and none of them are freezing.  What is the model number of your box? (Settings>About)




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New Poster

Re: picture freezing a couple of times a week.

This is now happening to me several times a day (2 so far today, 3 yesterday), sometimes it resolves in less than a minute.

However, if it goes beyond that, I have to reboot all 3 boxes. Glad to see this issue discussed here - I will double-check all connections - one more time.

Then and if this keeps going, schedule a service call as well. 

Contributor

Re: picture freezing a couple of times a week.


What is the model number of your box? (Settings>About)

Since my box is still doing this, might not be a bad idea:

IMG_0931.JPG

.

What I wrote on my box when I first got it:

IMG_0932.JPG

New Poster

Re: picture freezing a couple of times a week.

So you are suggesting that the only fix for this is to have a Comcast tech come to the house. I know from experience that some idoit level 1 technition (if you can call them that) is going to call and declare that they know better than anyone and can fix it remotely. After rebooting the box it will go away and they will ask if the problem still exist. Of course it doesn't and the appointment is cancelled. Should you be able to convience them you still need a technition, Comcast will call 4 or 5 times to confirm the appointment and if you don't answer one of those times they will cancel the appointment! I even had Comcast tell me that they would call me to let me know when the technition was in the driveway!!! Really I need these idiots to tell me when someone is in my driveway!!! I have had technitions out 4 times already about this who found nothing! I have had my box replaced once, and the house rewrited once. Still the problem persist. Why don't you all fix the problem???

Service Expert

Re: picture freezing a couple of times a week.


wrote:

What is the model number of your box? (Settings>About)

Since my box is still doing this, might not be a bad idea:.

What I wrote on my box when I first got it:

 


your STB version appears to be xg1v3 the label you showed was an xg1v1




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Frequent Visitor

Re: picture freezing a couple of times a week.

I am having the exact issue described in this thread.  It began a couple weeks ago and has happened about 4 times now.  

 

Very frustrating, and even moreso to realize that I have yet to see a successful resolution.

Regular Visitor

Re: picture freezing a couple of times a week.

Having same problem.  Picture freezing once or twice a week after changing channel.  Just happened two days in a row.  Only fix is to boot X1 box.

Contributor

Re: picture freezing a couple of times a week.

Still doing it occasionally on mine (once a week), March 16th, 2018.

Official Employee

Re: picture freezing a couple of times a week.

Hi @smith805 and @steveoregon

 

Freezing and tiling issues are normally caused by poor signal levels. I'd like to review your accounts to see if I can help isolate the cause of your issues. Can you please verify your first and last name, and the phone number or account number associated with your services in a private message? 

 

To send a private message click on my name "ComcastChe", then click private message me. 


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Contributor

Re: picture freezing a couple of times a week.

ComcastChe,

I'm out of town, will contact you when I'm back in Oregon next week.

Regular Visitor

Re: picture freezing a couple of times a week.

I have the same problem.  It is anonying.   When I click on your name I get the private message, but not able to fill in any text.

Contributor

Re: picture freezing a couple of times a week.

ComcastChe (Comcast employee who frequents this forum) scheduled a tech visit for me, because he found some signal issues when looking remotely at my X1 box.  Today, the tech came out and replaced some cables under the house.  There are three places in our house that have either internet or TV, but there are only two lines that go to the outside. The tech wanted each of the three places in the house to have its own "straight" line to the outside, therefore a splitter was removed and some cables were replaced.  As for the problem, I won't know whether this fixed the issue for about 8 weeks due to its highly intermittant nature.  Sometimtes the problem occurs once a month, sometimes it can happen two days in a row.  If I don't see the problem in about eight weeks, I can conclude its been fixed. Will update this thread at the end of May.

Contributor

Re: picture freezing a couple of times a week.

Unfortunately, six days later, the freeze occurred again.  So much for the "poor signal" theory.

 

I took another video and uploaded it to YouTube (as an unlisted video):

 

https://youtu.be/qHaLwYP03G0

Service Expert

Re: picture freezing a couple of times a week.


@steveoregon wrote:

Unfortunately, six days later, the freeze occurred again.  So much for the "poor signal" theory.

 

I took another video and uploaded it to YouTube (as an unlisted video):

 

https://youtu.be/qHaLwYP03G0


that is a classic HDCP (encrypted video protection) problem where a handshake between devices in the path of the video failed. you can usually pull and reinsert one end of an HDMI cable and after 3 seconds hook it back up and it will start working again. can be a device issue, bad or low quality cable issue, or just a momentary communication issue. HDCP requires all HD to remain encrypted from the set top box to the TV and any failure  to verify connection is still secure causes the device to close video stream (the freeze). when the set top box is hooked up directly to the TV, you may not have the problem.




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Contributor

Re: picture freezing a couple of times a week.


@Rustyben wrote:

@steveoregon wrote:

Unfortunately, six days later, the freeze occurred again.  So much for the "poor signal" theory.

 

I took another video and uploaded it to YouTube (as an unlisted video):

 

https://youtu.be/qHaLwYP03G0


that is a classic HDCP (encrypted video protection) problem where a handshake between devices in the path of the video failed. you can usually pull and reinsert one end of an HDMI cable and after 3 seconds hook it back up and it will start working again. can be a device issue, bad or low quality cable issue, or just a momentary communication issue. HDCP requires all HD to remain encrypted from the set top box to the TV and any failure  to verify connection is still secure causes the device to close video stream (the freeze). when the set top box is hooked up directly to the TV, you may not have the problem.


I will pull the pull the HDMI cable next time as an experiment.  However, I'm 99% certain that won't fix the issue. Why would a handshake ONLY fail within the first SECOND when changing to a different channel?  Also, remember, the "video" doesn't freeze, it's ONLY the initial screen (coming from the X1 box) that freezes after changing channels.  All the X1 overlays (guide, etc) continue to work (they NEVER freeze) - so the TV is getting exactly what the X1 box is sending it - in other words, the video SIGNAL is still getting to the TV OK. 

Contributor

Re: picture freezing a couple of times a week.

Here's another YouTube video from someone else having the same problem.  As per all the comments to that video, no one has figured it out.

 

https://www.youtube.com/watch?v=9mcLE189DvQ

 

and another one here:

 

https://www.youtube.com/watch?v=E8sKY29JKa8

 

and here:  https://www.youtube.com/watch?v=HN3hjGPbLY4

Regular Visitor

Re: picture freezing a couple of times a week.

Had the same problem.  the set top boxes finily would not connect to the x1 box.  Called and had the tech come out. Just before the tech came out, I turned the tv's on, and had a signal.  

The tech said the connection from the street was low, but not to low.  He put in a new line to the house.  Then he checked the connections to the set top boxs ( I have two connected).  The tech decided to switch out the x1 box.  After he switched out the old box he said the signal to the set top boxes was much higher and that should help the freezing. 

It has been two weeks, and no freezing of the tvs connected to the x1 box. 

The main tv that ran off of the x1 box neved did freeze.

Regular Visitor

Re: picture freezing a couple of times a week.

Same problem here.  New service cables, signal strengths check excellent, new Sony TV, new X1 box.  Works great except every couple days when you turn on the tv the picture is frozen.  The sound works, the guide works.  Only way to clear it, is a reboot.

Service Expert

Re: picture freezing a couple of times a week.


@frichey1 wrote:

Same problem here.  New service cables, signal strengths check excellent, new Sony TV, new X1 box.  Works great except every couple days when you turn on the tv the picture is frozen.  The sound works, the guide works.  Only way to clear it, is a reboot.


If that happpened to me, the first thing I would try is to do a free swap of the X1 box either mailed to me or at my Xfinity Store.




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New Poster

Re: picture freezing a couple of times a week.

I don't expect Comcast to ever admit this is a software issue directly caused by an update in late 2016 [EVERYONE started with static frozen image issue at the same time] because Comcast never admits fault, period. I DID expect that they'd have fixed the problem by now - they could have rewritten the X1 OS from scratch by now, let alone fix this one annoying bug. Then again who am I kidding - once had my entire subdivision [30+ homes] getting <.1Mbps upstream during the day for WEEKS yet all they wanted to do was check people's boxes. Wouldn't admit they were doing planned, intentional network maintenance even with 6 homeowners in one driveway all with the same issue lol...

The static image issue will NEVER be fixed until hardware and software are completely new somewhere in our distant future - it's just a rare and unfortunate 'feature'


One thing to do if you can remember - always make your first action a standard channel up or down. Of all the times I've had freeze, only once did it ever occur in a session started with Ch Up/Down.
Service Expert

Re: picture freezing a couple of times a week.


@NuConcept wrote:
I don't expect Comcast to ever admit this is a software issue directly caused by an update in late 2016 [EVERYONE started with static frozen image issue at the same time] because Comcast never admits fault, period. I DID expect that they'd have fixed the problem by now - they could have rewritten the X1 OS from scratch by now, let alone fix this one annoying bug. Then again who am I kidding - once had my entire subdivision [30+ homes] getting <.1Mbps upstream during the day for WEEKS yet all they wanted to do was check people's boxes. Wouldn't admit they were doing planned, intentional network maintenance even with 6 homeowners in one driveway all with the same issue lol...

The static image issue will NEVER be fixed until hardware and software are completely new somewhere in our distant future - it's just a rare and unfortunate 'feature'


One thing to do if you can remember - always make your first action a standard channel up or down. Of all the times I've had freeze, only once did it ever occur in a session started with Ch Up/Down.

The bug may be caused by a specific combination of hardware/software/connection.  I have three DVR's and three XG2's and it has never happened to me.  If that is the case, I suspect it would be very difficult to recreate the bug in the Comcast test environment.




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