Visitor
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6 Messages
new XG1v4 repeatedly giving "remote not working?" message when tv is turned on
Hello:
I installed a new XG1v4 set top box about 2 weeks ago and it has been working well (after contacting support due to the box freezing up two days after it was installed – they were able to fix the issue). However, two days ago when I turned on the TV, a screen message indicating “Remote not working?” appeared. I followed the instructions to unpair the remote and the box did restart which required me to go through the entire new box installation process again. The box worked normally the rest of the day; however, when I turned the TV on the next morning, the same “Remote not working?” screen appeared and the box would not respond. The remote is working well in controlling the TV, the receiver, and cable box (when it is functioning) so the remote is not the issue. It appears from other postings in this forum that the cable box is likely the problem and may need to be replaced. Please help.
badair57
Visitor
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6 Messages
23 days ago
I did some additional research on my problem and found a discussion in the forum recommending turning off the HDMI CEC setting in Device Power Preferences to resolve this issue. Someone said a Denon receiver (which I have) sends a HDMI signal to the X1 box to go into standby mode when the receiver is powered down – he said the HDMI CEC control in the X1 box is buggy when communicating with newer Denon receivers and causes issues with the remote. I then discovered that my XG1v4 did not have a HDMI CEC setting in Power Preferences; someone in the Reddit Xfinity forum said they solved this by performing a System Refresh and a System Restart – I did this and it added the HDMI CEC setting to my Power Preferences. I turned off the HDMI CEC control and so far, everything is working. I won’t know if this resolved my problem until tomorrow morning.
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BIslander
Problem Solver
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519 Messages
22 days ago
Yes, I'm the one who posted awhile back about HDMI-CEC freezing XG1v4 boxes when paired with some Denons. Glad you found that old post helpful, although I never got an on screen message, just a frozen box that had to be rebooted. It can happen when the Denon is powered down or when you switch the Denon to a different input and then go back to the Xfinity input.
I have two Denon AVRs, a recent X3800H and an older S640H. The same XG1v4 box freezes with the newer AVR but not with the older one. So, there must be some CEC command the newer Denon sends that the XG1v4 misinterprets. Once you turn off HDMI-CEC, you should be fine again.
It's also odd that the HDMI-CEC setting sometimes disappears from the Power Preferences page.
(edited)
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badair57
Visitor
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6 Messages
21 days ago
@BIslander I have resolved my issue reported above; this required two changes. As mentioned above, I first turned off the HDMI CEC control. However, the next morning the problem was not resolved as the “Remote not working?” message appeared again with a frozen box. Based on your message above, I then changed the XG1v4’s HDMI connection from the LG B2 to the Denon receiver, allowing the receiver rather than the TV to control the switching between HDMI inputs. This morning, the issue was resolved with the XG1v4 operating normally. Thus, it appears the LG B2 might have been sending some type of CEC command that the XG1v4 misinterpreted, even though the XG1v4’s HDMI CEC control was turned off. Thanks so much for your assistance!
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BIslander
Problem Solver
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519 Messages
21 days ago
Glad you got it sorted out. HDMI-CEC is not well documented or regulated, so no telling what is going on sometimes. I have been unable to get answers from Denon or Xfinity on the commands they use. Now, it appears your LG may also be a factor in how your Xfinity box operates.
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badair57
Visitor
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6 Messages
19 days ago
Unfortunately, the dreaded “Remote not working?” message from the XG1v4 reappeared this morning with the box frozen (the box worked normally the two previous mornings). I can only conclude that the XG1v4 is defective considering what I've done to eliminate the HDMI CEC issue. Additionally, the XG1v4 has been performing erratically during the last two days with numerous freeze ups (typically lasting a few minutes per incident) along with generally poor DVR performance (with erratic responses to forward and reverse commands). Box restarts would temporarily improve performance but the erratic behavior returned after a few minutes. Considering all this, I am requesting a replacement XG1v4 box.
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