5hl's profile

Contributor

 • 

40 Messages

Thursday, January 19th, 2023 3:55 AM

Closed

audio drop out with x1 v4 4k box and Samsung 2.1 channel sound bar or Samsung TV every 60-90 seconds for a split second

This problem isn't new and has been going on for years (as seen in other posts in this forum as well) but I decided to revisit it after applying a firmware update to my Samsung 2.1 channel soundbar in hopes that the audio cutting out for a split second every 60-90 seconds would help.  It didn't fix it, but the problem didn't get worse.  I'm fairly certain that that this is a compatibility issue over HDMI between the X1 and Samsung devices as I didn't have this problem before when I had the same X1 box with a Sony TV and a Sony sound bar or briefly with a Samsung TV but with the same Sony sound bar. 

What I've determined is that it's not a cable problem or a TV problem, but something in the X1 box that causes the audio to drop if audio output is set to anything EXCEPT Stereo.  When in stereo mode, the sound from the soundbar sounds flat, but there is no drop.  

Is there a diagnostic log that is customer accessible on the X1 or any plans for new X1 hardware in the near future that will hopefully have this problem fixed?

Official Employee

 • 

3.2K Messages

2 years ago

Hey there, thanks for reaching out through Xfinity Forums regarding your X1 and Samsung sound bar. Have you tried running through troubleshooting steps through the Xfinity app regarding the issues with audio? We definitely want to help get this resolved for you. 

Contributor

 • 

40 Messages

@XfinityJeniece

I just performed the troubleshooting steps in the Xfinity app and found the steps to be very basic and useless

Problem Solver

 • 

1.4K Messages

@5hl Sorry to hear you didn't find the troubleshooting steps to be useful. We can certainly look further into your concerns and see what else can be done. 

 

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

I no longer work for Comcast.

Problem Solver

 • 

919 Messages

2 years ago

I am having audio issues on the XG1v4 to. Waiting for a technical services supervisor to come in. 

forum icon

New to the Community?

Start Here