Visitor
•
5 Messages
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.
CCBrandon1
Problem Solver
•
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.
15
0
kallour
Visitor
•
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
user_0a1660
Visitor
•
1 Message
2 years ago
Any update. This is happening to me as well with new Samsung TV
2
0
Tek
Problem Solver
•
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.
0
0
TV-Rots-Ur-Brain
Visitor
•
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
1
0