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user_098a2a
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Friday, December 16th, 2022 6:49 PM

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problems with xfinity dvr and samsung tv picture shrinking

I have a new Samsung S95B TV attached to an Xfinity X1 DVR box. Every few days when the TV is turned on the picture shrinks to the upper left corner of the screen and the only solution is to restart the box. Any ideas as to a setting to correct this problem? When I spoke with Samsung they had me check if a streaming program did the same, and it did not. It only shrinks when it is using an Xfinity channel.

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Updated 

2 years ago

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CCBrandon1

Problem Solver

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770 Messages

2 years ago

Hello, and thank you for bringing this to our attention. That is strange the screen appears small on the screen. Would you say it is about the size of a picture in picture on screen. Do you see anything else in the background? I want to help. Can you please try a System Refresh, along with making sure all the HDMI cables are not kinked, and plugged in securely? Let me know if you see any difference after the refresh.

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user_098a2a

Visitor

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5 Messages

@XfinityBrandon​ 

It did it again this AM when the TV was first turned on. The cable channel picture went to the left top half of the screen and about 2/3 down. If that is PIP then that is what it does. Trying "system refresh" now instead of "system restart." Thanks for your help.

2 years ago

0

CCBrandon1

Problem Solver

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770 Messages

@user_098a2a Good morning! Thank you for letting me know. If it does not resolve, send me a Direct Message, and I can dive a little deeper into your service and account. 

 

To send a "Peer to peer" ("Direct") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

I no longer work for Comcast.

2 years ago

0

user_cb5b89

Visitor

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4 Messages

Hello. I am having the same problem with my new Samsung TV. Does the system refresh resolve this problem or is another solution needed? Thank you. 

2 years ago

CCAshley1

Official Employee

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746 Messages

I know how upsetting it can be when things don't work as expected. Let's take a look at the account and see what's going on with the service. Can you confirm the resolution settings for your cable box? You can see the settings under the video display option within the settings. Also, is the "Zoom" on Full?

I no longer work for Comcast.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_cb5b89

Visitor

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4 Messages

Thank you for your response. I performed a system refresh, as suggested in the earlier messages. This corrects the problem short term, however, I, like the previous user, experience it occurring again after the TVs been turned off for a long period of time( for example, overnight)

And the cable box resolution says - 16:9, 1080HDp60 (best available). The zoom says Full.

The new TV is a OLED 4K.

Thank you in advance for your help and assistance.

2 years ago

0

kallour

Visitor

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2 Messages

2 years ago

I’m having the same problem with my new Samsung tv (same type). Is it the cable box? I’ve changed HDMI cables. This is happening more and more. Any suggestions?

thanks

2

XfinityGabby

Official Employee

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1.5K Messages

Hello @kallour, thank you for attempting to troubleshoot the issue by switching the HDMI cable. Sorry to hear you're still experiencing this issue. Have you attempted to do a system refresh and has this helped at all?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

TV-Rots-Ur-Brain

Visitor

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2 Messages

System refresh does not resolve issue, same on my Samsung TV / X1 box

2 years ago

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user_0a1660

Visitor

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1 Message

2 years ago

Any update. This is happening to me as well with new Samsung TV

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kallour

Visitor

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2 Messages

@user_0a1660​ I changed from optic cable to HDMI Earc (on my soundbar) and I used a new HDMI on the TV and this has solved my issue (so far, lol). Thanks

(edited)

2 years ago

CCZachary1

Problem Solver

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672 Messages

@user_0a1660 I am sorry to hear that you are experiencing the same issue. I personally swapped out my HDMI cable and port. Have you tried swapping either? 

I no longer work for Comcast.

2 years ago

0

Tek

Problem Solver

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919 Messages

2 years ago

Sounds like a HDMI hand shake issue between the box and TV. 

I suggest disabling the power saving features on the Xfinity box so that the box does not go to sleep. See if that resolves it as a start. 

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TV-Rots-Ur-Brain

Visitor

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2 Messages

2 years ago

I have had a Samsung TV for about 3 years with the same X1 box. Nothing has changed with either physically.  My TV firmware has not updated in over a year (no Samsung updates).  Streaming services work fine, ambient TV on Samsung works fine, Samsung TV works fine, Google TV works fine, casting to TV from devices works fine.  

In the last couple of days, this quarter screen picture has started happening on my TV. I have reset all my TV settings, did a system refresh on X1 box and that did not work. My zoom settings, power settings, etc. have not changed, but I checked them. Everything is set correctly in TV and X1.

Even though it doesn't make sense to change HDMI cables in this sense, I went ahead and did that and it did not work.

Moving ports has no effect either.

The one thing that worked temporarily is to unplug the X1 box (I did for 10 minutes) and then plug it back in. I turned off my TV during this time as well.  I don't know why or if this is the solution.

Please don't take this as me being rude, but using the rules of troubleshooting, it does not appear that anything physical has changed, but I double checked to make sure. TV works fine with other streaming services, casting, and ambient TV mode. That leaves the X1 box that cannot be confirmed as working. Also, every night, the X1 box runs some update, where as none of the others have had updates.  Process of elimination would mean Xfinity made a change that is causing the issue.

I would escalate to Level 3 engineers (I am not sure what Xfinity calls them) but this is most likely not a user issue, but a bug or something in a recent update. It is happening to old and new Samsung TVs so it is not a model or type of TV.  It could be code, it could be something else, but I don't think users and troubleshooting physical connections is going to solve this issue in a timely manner. I would escalate all these issues to an engineering or the highest technical level to look at it system wide. 

Either way, I hope it gets resolved, however it gets resolved, but it is affecting all of our service in a very negative way...

Thank you,

TK - 421

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user_098a2a

Visitor

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5 Messages

@TV-Rots-Ur-Brain​ 

I like your analysis. Nothing I've tried has worked. For now I'm trying the latest suggestion from Tek to disable the power saving feature and see if that helps.

2 years ago

0

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