Skip to main content

    Support

    Offers

Rik11's profile
Rik11
Rousing Reactor
Expressive Exchange
Conversation Starter

Contributor

 • 

73 Messages

Monday, September 26th, 2022 11:51 AM

Closed

X1 box has to be rebooted in the morning to get TV service

There's about a 50/50 chance when I turn on the X1 box and TV in the morning that there will be a black screen with no cable TV service. Unplugging and plugging back in the X1 box usually restores the service, but it takes a while for the rebooting process. This only seems to happen on the first startup of the day. There are older posts on this issue in the forums, but they are of no help. Is there any way to fix this issue?

Question

 • 

Updated 

3 years ago

2.9K

5

0

nzl8dc

Frequent Visitor

 • 

10 Messages

3 years ago

I am not an expert, and i have the same problem...  however my previous configuration was running my HDMI output cord from the cable box to an AV receiver, then another HDMI cord to the TV.  i switched that yesterday so the HDMI cord goes directly to the TV, and i didn't have to restart the Cable box this morning...  not sure if this is an exception, but this is the first day in a month i didn't have to restart my box  

0

0

Rustyben

Expert

 • 

24.6K Messages

3 years ago

change your overnight 'refresh time' to a period less than 3 hours before you normally turn it on. if that doesn't fix it go into (voice command "device settings" and power and toggle off CEC HDMI.

5

0

Rik11

Contributor

 • 

73 Messages

@Rustyben​ Thanks for the reply. I already have the refresh time set for between 4-6 AM which is usually less than 3 hours before turning on the TV, except if the refresh happens at 4 AM and the TV goes on after 7. There's no way to set the refresh time so that it will always be less than 3 hours before turning on the TV (the refresh time range is 2 hours and the TV doesn't get turned on at the same time every morning), but setting it at 4-6 AM would cover the most days.

I'll try your suggestion of toggling off the CEC HDMI (this setting doesn't seem to do what it's supposed to do when it's switched on anyway). It could take a while to determine if this helps as the problem doesn't occur every day.

3 years ago

0

Rustyben

Expert

 • 

24.6K Messages

The CEC 'on' setting puts your set top box into sleep mode when your TV turns off. It takes at least 30 seconds sometimes more before you can see video when that happens. Even then some TV HMDI boards do not like to reactivate a port that 'died' (went to sleep). A power unplug of the set top box will reinitialize the HDMI port on the TV so the set top box and TV will work together.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 years ago

0

Rik11

Contributor

 • 

73 Messages

@Rustyben​ I suspected it was some kind of HDMI handshake issue. But then wouldn't the power saving mode (which puts the box into sleep mode after 4 hours of inactivity) cause the same issue? It doesn't happen if the power saving mode puts the box in sleep mode during the day and then the TV is turned on. The problem only occurs on the first startup of the day.

3 years ago

0

XfinityKei

Official Employee

 • 

1.4K Messages

Hi @Rik11, I'm sorry to hear you're still having an issue with your cable box at the start of your day. Those are some great tips from Rustyben. I would like to take a closer look at the health of your cable box. 

Please send our team a direct message with your full name and full address so that we can assist you further. 

To send a "Peer to peer" ("Private") 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 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

3 years ago

0

Rik11

Contributor

 • 

73 Messages

@XfinityKei  There is no "Peer to peer" chat icon. There is a chat icon where you can send a message to Xfinity Support which wouldn't go directly to you. I'd just get regular Xfinity support which usually involves them asking if the box or TV is plugged in or if the cables are screwed in correctly.

3 years ago

0

Rik11

Contributor

 • 

73 Messages

3 years ago

After toggling off the CEC setting (as per Rustyben's suggestion), the problem didn't occur for a few days, but this morning it happened again. When the TV was turned on this morning at about 7:05 AM it was set on the TV's YouTube app. When I switched to Xfinity on the TV, I got the black screen again. As I mentioned previously, the issue is intermittent so it can take a while to see if something actually fixes the issue. Is there anything I else I could try to fix this?

0

0

Rustyben

Expert

 • 

24.6K Messages

3 years ago

when you turned off the TV, you were watching the youtube app? and next morning it was still on that and not 'live cable'? 

1

0

Rik11

Contributor

 • 

73 Messages

@Rustyben​ Yes. It was turned off after using the YouTube app and the next morning it was still on that. When I switched to Xfinity the screen was black, requiring a reboot to get live cable. Even before I toggled off the CEC setting, it wouldn't matter if the TV was turned off while on the YouTube app or live cable. It would still go either way the next morning.

Do you think turning off the power saving feature and always leaving the box on might help?

3 years ago

0

Rustyben

Expert

 • 

24.6K Messages

3 years ago

the power save won't save a $1 a year on electricity. the nap feature kicks in when the TV has the HDMI port active (displaying it on the TV screen) after 4 hours without a remote control button press (cable buttons, not volume/mute for example). the nap mode keeps the HDMI port active with a silent screen saver. With the TV being on internal app, the TV may have deactivated the HDMI interface board for a power save function. run through the TV settings menu and try to locate a power savings menu and an 'instant on' menu. Some menu's may have a menu selection for what input device (like HDMI1) that you want the TV to be switched to after a power off (for example overnight).

4

0

Rik11

Contributor

 • 

73 Messages

@Rustyben​ The TV has a setting to start on the last used application which was checked (which was why the TV started up on the YouTube app after shutting it off with that app being used). I will turn the TV off at night while it's on Xfinity and see if that helps.

3 years ago

0

Rik11

Contributor

 • 

73 Messages

@Rustyben​ I left the TV on Xfinity when I shut it off last night and got the black screen this morning anyway.

Could it have something to do with what type of update Xfinity does or the automatic reboot it does between 4-6 AM? Could those affect the HDMI connection? Any other ideas?

3 years ago

0

Rustyben

Expert

 • 

24.6K Messages

anything can affect it. when it is black now, and you press OK or channel up or xfinity menu does the cable start video on the screen? if not, does select input on the TV remote show it is currently on the X1 port? is the set top box by chance connected to your TV's ARC HDMI port?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 years ago

0

Rik11

Contributor

 • 

73 Messages

@Rustyben​ When the screen is black, none of the cable buttons on the Xfinity remote do anything. The input is on the X1 port. The box is not plugged into the HDMI ARC port (the soundbar is). It's plugged into a regular HDMI port on the Samsung TV's One Connect box.

3 years ago

0

forum icon

New to the Community?

Start Here