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Rescuecheck
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6 Messages

Wed, Mar 14, 2018 7:00 PM

XG1v4 4k DVR no signal to TV blue screen

Works fine until I switch HDMI input to other source like Xbox or Blu-ray then when I switch back to XG1v4 the TV displays a blue screen. I have to manually disconnect the HDMI cable from the back of the XG1v4 and plug it back in to watch my TV shows. I believe this is being caused by a failed HDCP "handshake" between the XG1v4 and my Samsung KS8500. Since this started happening only after upgrading from the old X1 DVR to the new XG1v4, I have to blame the newest component. I read another post on blue screen issues and laughed when the "service expert" suggested a short with the TV. Please don't insult me like that. And yes, I've already disconnected power and coaxial cable and waited 5 minutes and reconnected and It still does it. I swapped HDMI cords to a high quality cable, and tried different HDMI inputs on the TV. I don't think I should have to "trick" the XG1v4 to re-establish signal with my TV by pulling the HDMI cable every time it blue screens.

What's the solution?

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Responses

CCKenF

Gold Problem Solver

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8K Messages

3 y ago

Hi All, 

 

If you haven't been helped yet, let me know. Shoot me a private message. 

 

KenF

Official Employee

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16 Messages

3 y ago


@Clags wrote:

same problem been trying to get fixed for over a week. Spoke to Mohammad in Denver office said they were working on it.  nothing to date.  no tv when I try the remote have to unplug the devise and reset eveytime I want to watch tv.  rediculus this isn't resolved by now.


Hi Clags,


Please send me a private message with the following info:

Name, address, account number, exact model of Samsung TV, make sure the TV has the latest firmware, is the XG1v4 connected directly to the TV or through an HDMI swith/AVR, confirm that you're using an HDMI 2.0 high speed cable that supports 4K/HDR (older spec cables won't work). Also, please provide a date and time when the issue last occured.

 

I'm working directly with the debug teams that are trying to replicate and debug the issue. The more details they have for timing of the last event, the better they can debug device logs.

 

Thanks.

I am an Official Comcast Employee.
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New Poster

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5 Messages

3 y ago

hello, i tried to click on your email address but it just took me to a unterface. can you provid me a email address please.  appreciate you trying to fix this. 

New Poster

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2 Messages

3 y ago

ComcastLeon-

Are you still looking for examples? I've been having this issue since the day we started using the Xg1v4. I have spec cables, and have multiple 4K sources. The v4 is the only one with blue screen issues. K8500 Samsung as well.
RMCX

Contributor

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35 Messages

3 y ago

xTheDudex

Frequent Visitor

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11 Messages

3 y ago

I am also having this same issue so it doesn't seem that this is fixed. While another external device to negate the HDCP handshake may work, I dont feel like I should have to purchase this as I already pay a huge monthly bill.

 

Please put this issue into high gear or pull in addition resources. It's not an isolated issue.

 

Rustyben

Expert

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24K Messages

3 y ago


@xTheDudex wrote:

I am also having this same issue so it doesn't seem that this is fixed. While another external device to negate the HDCP handshake may work, I dont feel like I should have to purchase this as I already pay a huge monthly bill.

 

Please put this issue into high gear or pull in addition resources. It's not an isolated issue. 


did you try turning off the power save feature?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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xTheDudex

Frequent Visitor

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11 Messages

3 y ago

It’s not a power saver issue. I’ve had 3 boxes. (2) XG1v4(s) and power saver is disabled by default out of the box. It’s pretty obvious there is and HDCP handshake issue since an external converter seems to resolve the issue.
Rustyben

Expert

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24K Messages

3 y ago


@xTheDudex wrote:
It’s not a power saver issue. I’ve had 3 boxes. (2) XG1v4(s) and power saver is disabled by default out of the box. It’s pretty obvious there is and HDCP handshake issue since an external converter seems to resolve the issue.

your TV is the sink and determines the shut down of the HD stream. if you are watching the set top box normally and power unplug the set top box does that trigger the problem? if it is 'acting up' did you use your TV remote to check current input port to ensure it is still on the one the DVR is connected? TV checked for firmware updates?

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? Mark the post as Best Answer!tick
xTheDudex

Frequent Visitor

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11 Messages

3 y ago

1. Tv is a KS9000 and up to date with auto update on
2. This is my second XG1v4 with the same issue. The other older non 4K DVR had no issues.
3. All cables are certified and have been swapped to eliminate that as the issue.
4. It’s not an input issue.
5. I’ve been on the phone with techs from Comcast for 2 hours. No resolution.

If I unplug the box I will have no signal going to the TV? Not sure what you mean? This only happens when switching back to the DVR input after being on another input.

At this point if nobody from Comcast is willing to troubleshoot or the issue isn’t resolved in a timely manner, I will just cancel in August when my contract is up.
Rustyben

Expert

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24K Messages

3 y ago


@xTheDudex wrote:
1. Tv is a KS9000 and up to date with auto update on
2. This is my second XG1v4 with the same issue. The other older non 4K DVR had no issues.
3. All cables are certified and have been swapped to eliminate that as the issue.
4. It’s not an input issue.
5. I’ve been on the phone with techs from Comcast for 2 hours. No resolution.

If I unplug the box I will have no signal going to the TV? Not sure what you mean? This only happens when switching back to the DVR input after being on another input.

At this point if nobody from Comcast is willing to troubleshoot or the issue isn’t resolved in a timely manner, I will just cancel in August when my contract is up.

first go into your set top box menu to device settings >> power saver and be sure it is turned off. Then press the Xfinity button and scroll down to 'about' and press OK. check the version at the top "release version" - is it 86.1.0 or later dated 5/3/2018 or later? Some of the older versions had a similar issue. If all of those are set properly, then check your owner's manual for how to set up an HDMI port to not 'control' the device connected to that port. you may find that the port is hardwired to do that function, and have to move the box to another HDCP 2.2 port. It is your TV turning off the set top box. you can turn the box on by hitting the all power button of the remote. someone posted you can also hit the down channel button. let us know what you were able to determine, please.

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? Mark the post as Best Answer!tick
xTheDudex

Frequent Visitor

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11 Messages

3 y ago

Power saver is off by default on these boxes but I double checked and it’s off.

86.1.0 with 5/3/18

I think by control you mean CEC. I’m not going to turn that off due to Comcast’s inability to make a box that works correctly. Plus if I turn off CEC on my TV I also turn off ARC. Again this all worked fine before switching to the 4K box.

When the blue screen is on there is no combination of button presses that make the box show a picture. The box is ON and shows lights and responds to remote presses via the light, but nothing changes with the blue screen.

There is no “All on” with the XR15 remote.
xTheDudex

Frequent Visitor

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11 Messages

3 y ago

Where are the Comcast Reps who said they we troubleshooting this issue earlier is this thread?
xTheDudex

Frequent Visitor

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11 Messages

3 y ago

I found the resolution which IS an HDCP issue.

The XG1v4 is only HDCP 2.2 and will not dumb down to 1.4. If you have newer 4K Samsung TV HDCP 2.2 is off by default. The inputs are all compliant but will not work with a HDCP 2.2 device out of the box.

To resolve this issue you need to go to:

Settings>Picture>Expert Settings>HDMI UHD Color

Turn “ON” the input your cable box is connected to. (Example HDMI 1 “On”) This will enable HDCP 2.2 and solve the issue of the blue screen when switching inputs.
Juskray47

Contributor

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23 Messages

3 y ago


@xTheDudex wrote:
I found the resolution which IS an HDCP issue.

The XG1v4 is only HDCP 2.2 and will not dumb down to 1.4. If you have newer 4K Samsung TV HDCP 2.2 is off by default. The inputs are all compliant but will not work with a HDCP 2.2 device out of the box.

To resolve this issue you need to go to:

Settings>Picture>Expert Settings>HDMI UHD Color

Turn “ON” the input your cable box is connected to. (Example HDMI 1 “On”) This will enable HDCP 2.2 and solve the issue of the blue screen when switching inputs.

 


This didn’t work for me.   Have had my Samsung set this way for months and still struggle with blue screen, black screen, and jittery screen.   After turning the TV off for a few minutes, then back on, the issue self corrects and works fine until the next time it’s off for any period of time.

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