rhealey6's profile

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1 Message

Mon, Nov 9, 2020 1:00 PM

4k box blank screen when it updates/restarts

I got a 4k box yesterday and was having issues setting it up on my LG cx. The problems started when I tried to set up my remote. First, for some reason, I couldn't find the LG tv on the pairing list. I picked a random tv and then tried to repair the controller. Long story short when the box detected my tv it was on the pairing screen for almost an hour. I unplugged the box to repair the remote. Long story short I was able to pair the remote but for some reason every time the box is restarted from either and an update or from the menu/website I get a blank screen (no sound/picture). If I go through the guide and click on another channel I get a picture/sound turns on and there is a pop-up saying that went wrong. Other than that the box seems to be working just fine. I can live with this if I have to, I don't watch that much tv but it is an annoying problem that I would like to fix. Sorry for the long post and I hope I'm making sense. Long story short I get a blank picture when the box resets from either the menu or daily update and the only workaround is to change the channel. I can do a hard reset on the box and do a new setup or could this be a handshake problem with my tv? For the record, I am using the HDMI cable they gave me. Thanks again and I'm sorry for the long post!

Responses

ComcastMorgan

Official Employee

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2.5K Messages

6 m ago

Hi there, rhealey6. So sorry to hear about the complications you're experiencing with the 4k box. We definitely want to help you get to the bottom of it! Do you get any XRE or RDK error code, along with a "something's not quite right" message?

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Frequent Visitor

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23 Messages

4 m ago

I'm having the same issues as the OP. When I first set up the box, I turned on power saving & HDMI CEC. Whenever I turned on my tv, there'd be an error message waiting for me saying to try again. I don't remember the exact error code, but it was something like 1007, I recall reading that it meant an unknown issue. After getting tired of the error screen I turned off the HDMI CEC and power saving settings and now I consistently get a black screen whenever I turn the TV on. I've tried selecting a lower resolution in the device settings, that made no difference. I'm also using an LG.
Rustyben

Expert

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24K Messages

3 m ago


@Berclaw wrote:
I'm having the same issues as the OP. When I first set up the box, I turned on power saving & HDMI CEC. Whenever I turned on my tv, there'd be an error message waiting for me saying to try again. I don't remember the exact error code, but it was something like 1007, I recall reading that it meant an unknown issue. After getting tired of the error screen I turned off the HDMI CEC and power saving settings and now I consistently get a black screen whenever I turn the TV on. I've tried selecting a lower resolution in the device settings, that made no difference. I'm also using an LG.

so your set top box stays connected turn off power saver and turn off HDMI CEC control.

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