Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,429,869

members

11

online now

1,658,022

discussions

Momentary Black Screen / RNG 200N DVR

Posted by
Contributor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.
  • Great Job! Your reply has been accepted. Thank you for helping and Congrats on your 1st Solution.

Member Since: ‎04-30-2011
Posts: 28
Message 534 of 534 (27,651 Views)

Momentary Black Screen / RNG 200N DVR

Anyone heard of any progress resolving the momentary black screen flashes using HDMI with Cisco RNG 200N DVR. (If using the component output you get momentary white flashes a few lines wide across the screen).

 

I had heard there were some software fixes in the works to resolve this problem.......Any news?

Posted by
Regular Contributor
  • On your way! Congrats on Posting 10 topics!

Member Since: ‎06-24-2011
Posts: 82
Message 501 of 534 (25,602 Views)

Re: Momentary Black Screen / RNG 200N DVR

yes, using HDMI...from the DVR through the receiver to the TV.  Tried component with separate audio cable from DVR to receiver, and it didn't fix the problem.  The last tech that was here said it is the software problem, and the cables really didn't make that much difference.  The problem is intermittant, and it only became a big annoyance this morning, while watching VOD.  I rebooted the box and haven't tried to watch TV since I did that.  

Posted by
Contributor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎09-27-2011
Posts: 38
Message 502 of 534 (25,616 Views)

Re: Momentary Black Screen / RNG 200N DVR

r u using HDMI cables ?

Posted by
Regular Contributor
  • On your way! Congrats on Posting 10 topics!

Member Since: ‎06-24-2011
Posts: 82
Message 503 of 534 (25,622 Views)

Re: Momentary Black Screen / RNG 200N DVR

Things had been working as well as they can, since I just reboot the box myself a couple of times a week.  What's the point of calling Comcast.  Now we are back to the flashing black screen while watching VOD.  I thought that it was only on the VOD but when switching back to the other channels, it did the same thing.  So I called Comcast...I got Orlando (I'm in Naples) where they do not have Cisco boxes, and evidently not the same issues.  They listened, had no clue and sent me to the billing department for a credit.  Billing dept connected me to "someone in your area" and offered no credit to my account.  Guess what this next person did...rebooted the box!  He wanted to schedule a service call, which is pointless, since I know it is still the software issue.  He would not issue any credit, since it was not occurring on all my channels, and I still had my phone & internet working.  Although I have the Cisco RNG 200 box, it is the same problem.  The last time service came out to switch it to the 200N, they couldn't get that one to work so I kept the one I have.  The last person I spoke to said "if you want to go with someone else, and come back when we have things fixed..." basically told me "don't bother us with your complaints..."  I sure hope things get fixed in a few more months!

Posted by
Contributor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎09-27-2011
Posts: 38
Message 504 of 534 (25,649 Views)

Re: Momentary Black Screen / RNG 200N DVR

If u hear anything ... pls post ... I will do the same. thx.

Posted by
Edited on
‎10-18-2011 10:51 PM

Contributor
  • The Community would like to Welcome you!
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎06-14-2011
Posts: 63
Message 505 of 534 (25,652 Views)

Re: Momentary Black Screen / RNG 200N DVR

[ Edited ]

Not sure when or how we will know, but I'm sure it will be pushed via an APDL (Guide) update. If you can, I'd seriously make the switch to component because losing both video and audio is extremely annoying, but

losing just the video, still allows you to follow along with the television program you are currently watching.

 

Regarding the HDCP protcol being an issue... I 100% agree with you.

Posted by
Contributor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎09-27-2011
Posts: 38
Message 506 of 534 (25,655 Views)

Re: Momentary Black Screen / RNG 200N DVR

That is the issue I have.   I am just going to continue using the HDMI cables so ... how will we know when there is a fix and does it have to be downloaded to get it?  I am willing to bet the HDCP protocol to prevent copying digital media is at the root of the problem. 

Posted by
Edited on
‎10-18-2011 06:42 PM

Contributor
  • The Community would like to Welcome you!
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎06-14-2011
Posts: 63
Message 507 of 534 (25,660 Views)

Re: Momentary Black Screen / RNG 200N DVR

[ Edited ]

A Status update on this issue:

Someone very close to Comcast's Board Members contacted me regarding my recent issues. I explained to him in detail the issues I've been dealing with and my journey that lead to utter frustration. As I explained to him what was going on, he took notes and told me he really cared about making things right. I told him about the ongoing issues, the lack of support, the fact I know more than techs, etc. After speaking to this man for about a half hour he said he was happy to speak to me and would call back in a few minutes with some sort of compensation for my parent's loyalty and frustration.

 

Within in minutes, after telling my parents that they should be getting a phone call, the man called back. My father who answerd, was more than pleased and absolutely shocked. Now I will not discuss what the person did in detail, but they made things very easy on my parents for the next year or so. He told my father that he'd be calling me for help or assistance with his own set up. I was unable to take the second phone call because I was getting ready for a local Rock Climbing competition.


Now regarding this issue, the person who I spoke to, said that Comcast Technicians are working close to Cisco to try to fix this issue. As far as the status on the fix is concerned, there is no status update available. The man I spoke to told me that some fixes for this issue are already in play and being distributed to different areas, but because most customers are not like 'me', and don't even know what HDMI is, the reporting or confirmation regarding the fix is never heard. For instance:

When I explained to this man in detail what was happening, he told me it was the first time someone gave him that accurate of an explanation regarding the issue. He said the average customer base doesn't even know how to work a DVR correctly or remote correctly, let alone use HDMI. Because of this, it's frustrating when you have customers not able to convery the real reason they are calling.

 

Now to recap this issue:

 

When the RNG200N is connected via HDMI to a video device, the DVR momentarily displays a black screen and the audio is dropped. After a second or 2, the video and audio is resynced and both the video & audio operate normally until it happens again. If the RNG200N is connected via component cables with a secondary audio cable, the DVR continues to display a black screen momentarily, but not nearly as often, and without audio drop out, which, still annoying, is more tolerable.

 

Comcast tech and specialists have confirmed that this is the only suitable work around as of right now and are continuing to work on a fix.

 

I told him to contact me if he needs more information or advice and that I would call him if I have any more problems.For now, we wait until the fix is ready and distributed. No telling when that will be.

-----

Work Around for HDMI Black Screen Sync Issue:

 

Audio Video Receiver:

 

- 2 Video Component Cable

- 2 Audio Optical (ToSlink) Cable

1. Disconnect HDMI from back of RNG200N
2. Connect 1 Component cable to back of RNG200N and into a Component in on AVR

3. Connect other Component cable from Component out on AVR to Component In on the back of the TV

4. Connect Optic cable to back of RNG200N to Optical In on back of AVR

5. Connect other Optic cable from Optic out on AVR to Optic In on the back of the TV

6. Consult AVR manual on how to make sure the Optic input is matched with the Component Input chosen.


TV:

Requires:

- 1 Video Component Cable

- 1 Audio Optical (ToSlink) Cable

1. Disconnect HDMI from back of RNG200N
2. Connect Component cable to back of RNG200N and to Component In on the back of the TV

3. Connect Optic cable to back of RNG200N to Optical In on back of TV

 

Audio Video Receiver w/ HDMI Upconversion:


Requires:

- 1 Video Component Cable

- 1 Audio Optical (ToSlink) Cable

1. Disconnect HDMI from back of RNG200N
2. Connect Component cable to back of RNG200N and into a Component in on AVR

3. Connect Optic cable to back of RNG200N to Optical In on the back of the AVR

4. Consult AVR manual to make sure HDMI upconversion* is on and how to make sure the Optic input is matched with the Component Input chosen.


* HDMI upconversion is the process of taking Component, Compositie, S-Video video connections and outputting them via HDMI

Posted by
Regular Visitor
Member Since: ‎01-08-2009
Posts: 5
Message 508 of 534 (25,719 Views)

Re: Momentary Black Screen / RNG 200N DVR

I had the momentary black screen (and "this channel should soon be available" messages).  The first phone tech sent signals but it didn't get better.  Dora just told me to tighten all cable connections: so far, it looks good.

Posted by
Visitor
Member Since: ‎09-06-2011
Posts: 7
Message 509 of 534 (25,748 Views)

Re: Momentary Black Screen / RNG 200N DVR

I have spent a good bit of time experimenting with this box in an attempt to resolve this issue.  I have found that component cables reduce the frequency of the black screens popping up- but they do not eliminate them for me.  Given that I have this box connected to a DLP set, I am concerned that this issue may shorten the life of the TV's projector bulb.

 

I have fiddled around with the settings on the box and the TV as well but have not found any setting combinations that fix the issue.  I noticed that my RNG200N box is locked at 1080i output- I apparently cannot change this.  My TV is capable of 1080P but am wondering if there is a way to reduce the output to 720?  Perhaps this would resolve the issue?

 

Frankly, I am very disappointed in the lack of response we have seen from Comcast on this issue.  If they would acknowledge that there is an issue and let us know that they are working on it, I would feel a lot better about this situation.

Posted by
Contributor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎09-27-2011
Posts: 38
Message 510 of 534 (25,811 Views)

Re: Momentary Black Screen / RNG 200N DVR

The tec i spoke to said there was a known problem with HDMI cables and that people using the RGN002N box with HDMI cables would have random interruptions.  He said this was communicated to all mgmt.  Wondering if this is reality or not.

Posted by
Problem Solver

Member Since: ‎09-20-2011
Posts: 1,561
Message 511 of 534 (25,818 Views)

Re: Momentary Black Screen / RNG 200N DVR

---

 

I can not confirm that because it could be anything from the splitters, the coax, the stb, the tap or the connection itself that could be causing a problem.

Thank You
-Keisha-
Posted by
Edited on
‎10-08-2011 11:34 PM

Bronze Problem Solver

Member Since: ‎01-20-2009
Posts: 2,612
Message 512 of 534 (25,834 Views)

Re: Momentary Black Screen / RNG 200N DVR

[ Edited ]

dsaul9 wrote:

Keisha: can u confirm that there is an outstanding problem with the RGN200N box and HDMI cables?



I have my RNG200N connected to my older 50" SONY Plasma with an HDMI cable and have experienced no recording/playback/viewing problems at all.  Picture resolution is set at 720P and is crystal clear for all HD channels.

 

I do experience the known recording problems associated with the current Comcast software but no problems I can attribute to the use of an HDMI cable. 

Posted by
Contributor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎09-27-2011
Posts: 38
Message 513 of 534 (25,851 Views)

Re: Momentary Black Screen / RNG 200N DVR

Keisha: can u confirm that there is an outstanding problem with the RGN200N box and HDMI cables?

Posted by
Problem Solver

Member Since: ‎09-20-2011
Posts: 1,561
Message 514 of 534 (25,853 Views)

Re: Momentary Black Screen / RNG 200N DVR

--

 

Sorry about the issues you are experiencing from your cable box to the tech visit.

I have escalated your issue and someone will be in touch with you very soon.

Thank You
-Keisha-
Posted by
Contributor
  • The Community would like to Welcome you!
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎06-14-2011
Posts: 63
Message 515 of 534 (25,884 Views)

Re: Momentary Black Screen / RNG 200N DVR

The 'tech' and his truck arrived 2.5 hours late and didn't have a clue about anything. The box he brought was a RNG150, not even a DVR. When i asked where the RNG200N that I requested, the tech stated that those boxes are not available. I replied, "Oh really? There's 1 downstairs. Completely ignorant of what he was actually there for, I explained to him that he is to take the old box that I was mistakingly sent. Ticked off, I called Comcast, complained, and talked to a very knowledgeable support rep who apologized for the misinformation I was given. According to the rep, there is no way for a customer to request a brand new box. She credited me $20.00 for the inconvenience.

So that is that. Will wait for Comcast to roll out a fix.
Posted by
Contributor
  • The Community would like to Welcome you!
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎06-14-2011
Posts: 63
Message 516 of 534 (25,961 Views)

Re: Momentary Black Screen / RNG 200N DVR

Yes, I was thinking about it but the 8300 HDC is a much slower box b/c of it's chipset and doesn't have close the storage space as the RNG200N

Posted by
Contributor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.
  • Great Job! Your reply has been accepted. Thank you for helping and Congrats on your 1st Solution.

Member Since: ‎04-30-2011
Posts: 28
Message 517 of 534 (25,966 Views)

Re: Momentary Black Screen / RNG 200N DVR

I'd keep the 8300 HDC it's a much more stable box  and has none of the issues that the RNG 200N suffers. 

Posted by
Edited on
‎09-29-2011 07:48 PM

Contributor
  • The Community would like to Welcome you!
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎06-14-2011
Posts: 63
Message 518 of 534 (25,985 Views)

Re: Momentary Black Screen / RNG 200N DVR

[ Edited ]

Well the RNG200N arrived today and upon opening the box, I was reminded again how bad Comcast screws up at times. Not ony did they NOT send me an RNG200N, they sent me a Scientific Atlanta Explorer 8300HDC. Needless to say, it's being dropped off to Comcast tomorrow morning. 

 

Now I sit here, and wait on the phone to talk to Comcast Support representative.

 

[Update]

 

Comcast is going to credit me the shipping and have a Tech come out and drop off a brand new RNG200N and pick the box I just received. He/She will not be picking up the current RNG200N because I may have content on the current RNG200N. Sincerely doubt what they'll drop off will be a new RNG200N. 

 

Geeze.

Posted by
Contributor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.
  • Great Job! Your reply has been accepted. Thank you for helping and Congrats on your 1st Solution.

Member Since: ‎04-30-2011
Posts: 28
Message 519 of 534 (26,004 Views)

Re: Momentary Black Screen / RNG 200N DVR

Using the component outputs on the RNG 200N will prevent the momentary "Black Screens" but the root problem will still present itself as quick white lines flashing across the screen at the same intervals as the Black Screens using the HDMI output. Less annoying but still a problem with the RNG 200N.

Posted by
Contributor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎09-27-2011
Posts: 38
Message 520 of 534 (26,014 Views)

Re: Momentary Black Screen / RNG 200N DVR

NEW INFO .... talked to comcast tec and he said the "momentary outages" are a known issue with the new comcast software (i guess related to the new menu capabilities).   He said it was a HDMI HD issue and until it is fixed going the component cable route removes the issue.   Customer Service folks don't seem to know about this yet.    It would be nice if Comcast could post what is the status of the fix.

Posted by
Contributor
  • The Community would like to Welcome you!
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎06-14-2011
Posts: 63
Message 521 of 534 (26,051 Views)

Re: Momentary Black Screen / RNG 200N DVR

That is the box I originally had but unfortunately that box was no longer available when I went for my replacement and instead was given an RNG200N. That box was rock solid before its hardware failed for some reason.

Posted by
Visitor
  • The Community would like to Welcome you!

Member Since: ‎02-15-2010
Posts: 2
Message 522 of 534 (26,055 Views)

Re: Momentary Black Screen / RNG 200N DVR

I replaced the 200N with the earlier model RNG200. No more momentary blank screen. 

Posted by
Contributor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎09-27-2011
Posts: 38
Message 523 of 534 (26,062 Views)

Re: Momentary Black Screen / RNG 200N DVR

thx.... it seems from other posts that component cables just change the problem but don't fix it .... waiting to hear if the new box works.

Posted by
Contributor
  • The Community would like to Welcome you!
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎06-14-2011
Posts: 63
Message 524 of 534 (26,065 Views)

Re: Momentary Black Screen / RNG 200N DVR

Hey DSaul,

 

Switching to component worked for me. I'm lucky I had a 1 set of component cables to use between the RNG200N and my receiver. Since my receiver upconverts the component input to HDMI, I didn't need a second set. Now I experience video signal interuption once a night. Because I had to run optical to the receiver, I don't lose audio, just video, unlike using HDMI, which was both the loss of audio and video.

 

I have a brand new RNG200N being shipped here. I'll keep this thread updated on whether or not the brand new unit fixes the HDMI issue and then compare both the software version/hardware (firmware) versions.

Posted by
Contributor
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎09-27-2011
Posts: 38
Message 525 of 534 (26,068 Views)

Re: Momentary Black Screen / RNG 200N DVR

I have replaced a SA model with a RNG200N using HDMI and now experiencing this random black out.   Comcast doesn't have any entries in their knowledge base to resolve this.  Has anyone made any progress?

Posted by
Visitor
Member Since: ‎09-06-2011
Posts: 7
Message 526 of 534 (26,108 Views)

Re: Momentary Black Screen / RNG 200N DVR

I have tried component cables and experience the same symptoms as with HDMI.
Posted by
Contributor
  • The Community would like to Welcome you!
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎06-14-2011
Posts: 63
Message 527 of 534 (26,149 Views)

Re: Momentary Black Screen / RNG 200N DVR

Comcast is sending me a brand new RNG200N direct from their warehouse which unlike my current box, will not be refurbished. If it ends up fixing the issue, great! If it does not, I'll make the switch to component and see if it resolves the issue.
Posted by
Silver Problem Solver

Member Since: ‎06-17-2008
Posts: 13,999
Message 528 of 534 (26,152 Views)

Re: Momentary Black Screen / RNG 200N DVR

try switching to component cables and see if that fixes your issue.  most people cannot distinguish between hdmi and component and your only getting 1080i anyway.

Posted by
Contributor
  • The Community would like to Welcome you!
  • Congratulations on receiving your first Kudos! Thank you for your meaningful contribution to the forum. May this be the first of many kudos.

Member Since: ‎06-14-2011
Posts: 63
Message 529 of 534 (26,173 Views)

Re: Momentary Black Screen / RNG 200N DVR

Just received a RNG200N as the replacement for a RNG200 that failed sometime during the day Friday. I too have been experiencing HDMI handshaking problems where both the audio and video cut out. It's not the signal into the box, it's the signal from the RNG200N's HDMI out to the HDMI in on the display device, in this case my Onkyo AVR.

Any word on the fix of this issue?
Highlighted
Posted by
Visitor
  • The Community would like to Welcome you!

Member Since: ‎02-15-2010
Posts: 2
Message 530 of 534 (26,273 Views)

Re: Momentary Black Screen / RNG 200N DVR

I am having the same problem. It seems to occur about every 8 to 10 minutes and lasts for just a second or two. I had this problem before with a  Motorola set top box, but swapping it out for a different model solved the problem. I think I'll try exchanging the box for a different one and see what happens. 

Posted by
Regular Contributor
  • On your way! Congrats on Posting 10 topics!

Member Since: ‎06-24-2011
Posts: 82
Message 531 of 534 (26,336 Views)

Re: Momentary Black Screen / RNG 200N DVR

we had the same problem last night...the "blinking" of video & audio.  When I called Comcast, I was told my DVR was missing a code.  So a code was added, the box was re-booted and it worked ok.  But if the box was missing a code, why didn't this happen earlier?  I think it is still all related to the software fiw we all need...so we wait until Dec/Jan for the fix.

Posted by
Visitor
  • The Community would like to Welcome you!

Member Since: ‎09-06-2011
Posts: 2
Message 532 of 534 (26,349 Views)

Re: Momentary Black Screen / RNG 200N DVR

yes having the same problem on and off for over a week or so.. what do i do to resolve this

Posted by
Visitor
Member Since: ‎09-06-2011
Posts: 7
Message 533 of 534 (26,352 Views)

Re: Momentary Black Screen / RNG 200N DVR

I am experiencing almost the exact same issue.  I have black screen issues with both the HDMI and component cables.  Occasiionally, my box exhibits loss of audio as well.  A Comcast tech told me that he has the same problem at his house with this equipment leading me to  believe that this is a software issue with this box.