mcCrimson845's profile

Regular Visitor

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2 Messages

Wed, Jan 6, 2021 8:00 AM

X1 HDMI Audio issues when switching inputs on device

Xfinity sent me a new X1 box so I could use the new HBOMax app.  The new box loses all audio when the tv input is changed and then comes back to the port the X1 box is plugged into.

 

I made sure the sound was on the correct settings.  There are no headphones plugged in.  The television is not on mute.  I switched hdmi cables.  I switched ports.  I switched devices using the same hdmi cables and hdmi ports on the tv.  All signs pointed to the box.  I called support and they sent me another new box. 

 

Received a 'new' box.  It had clearly been hastily packed and was an obvious recent return.  It also had the same issue.  Coming here there seems to be some information about an HDMI handshake problem with these boxes, that my original box from 5 years ago or more didn't have.  If these symptoms are a known issue why hasn't it been fixed yet?  If this is a known issue why are they still distributing faulty boxes?  If this is a known issue why did support waste my time sending me a new box?

 

There seems to be some deleted content on here that comes in the search but wont actually show about the known hdmi handshake issues.  That seems a bit shady.

Responses

Rustyben

Expert

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24K Messages

5 m ago


@mcCrimson845 wrote:

Xfinity sent me a new X1 box so I could use the new HBOMax app.  The new box loses all audio when the tv input is changed and then comes back to the port the X1 box is plugged into.

 

I made sure the sound was on the correct settings.  There are no headphones plugged in.  The television is not on mute.  I switched hdmi cables.  I switched ports.  I switched devices using the same hdmi cables and hdmi ports on the tv.  All signs pointed to the box.  I called support and they sent me another new box. 

 

Received a 'new' box.  It had clearly been hastily packed and was an obvious recent return.  It also had the same issue.  Coming here there seems to be some information about an HDMI handshake problem with these boxes, that my original box from 5 years ago or more didn't have.  If these symptoms are a known issue why hasn't it been fixed yet?  If this is a known issue why are they still distributing faulty boxes?  If this is a known issue why did support waste my time sending me a new box?

 

There seems to be some deleted content on here that comes in the search but wont actually show about the known hdmi handshake issues.  That seems a bit shady.


using TV speakers? hear a click sound when you fully insert each end of the HDMI? handshake is for video path protection (encryption check).

Regular Visitor

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2 Messages

5 m ago

I am using the TV's speakers.  There is no clicking noise when replugging the HDMI cable from either end, the picture comes in, a slight pause, then sound.

I have tested other devices witht he HDMI cables and have proven they are in working order under the same circumstances.  I have also tested the 3 HDMI ports on the TV with other devices as well.  The only constant here is the X1 boxes.

 

Update: the new box is a little worse than the last.  This one has the issue when the TV is turned on while the input is set the the HDMI port connecting to the box as well.

Official Employee

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2.5K Messages

5 m ago

Hi, mcCrimson845. We appreciate you visiting us here in the Community, thank you for creating a post. I am sorry to hear about the audio trouble you are running into. We definitely want to lend a hand and help out. It's interesting that it's happening on both boxes, because that could still mean a setting adjustment on the TV needs to take place; especially considering the cord works on other devices with on your TV. The communication between devices that use different HDMI standards can of course cause handshake issues and just like you're doing, it's a matter of narrowing it down. I know you said you've already checked your TV settings, does it have a video output resolution setting that is set to auto?

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