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mjpries
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Regular Visitor

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2 Messages

Mon, Aug 6, 2018 7:00 AM

XG1V4 box HDMI handshake problem

I have seen several messages/questions in this forum about problems with the XG1V4 box losing its HDMI connection with the TV. But in none of those threads does there appear to be a resolution, so I am going to try to bring up the question/problem again.

 

My setup:

XG1V4 connected via UHD high-speed HDMI cable to Samsung UN65JU6500 TV.

 

Problem:

The TV and XG1V4 work fine together for the whole day. Then, the next morning, when I turn the TV on I get a black screen. I can resolve the problem by rebooting the XG1V4 (obviously not an acceptable way of dealing with the problem). Occassionally, without needing to reboot, I can get the box and the TV to communicate correctly by first connecting the XG1V4 to a much older non-UHD Samsung TV, getting that TV to show correctly, and then connecting the XG1V4 to the UN65JU6500. But that doesn't always work. In any event, even when I do get it to work correctly, it quits working again the next morning. Rinse and repeat.

 

Elsewhere on these forums there have been a couple of suggested fixes. First, turn off PowerSave. I have done that. Second, make sure you have a UHD high-speed cable. I have done that.  Third, make sure that you have the latest firmware on the TV and on the XG1V4 box. I have done that.

 

From reading the various threads on this issue, it appears that it is an HDCP 2.2 issue that is causing the XG1V4 and the TV to have a problem establishing an HDMI handshake. And several Comcast employees suggested that the problem has been sent back to the tech folks to find a solution. But unless I have missed it, I don't see any notice of a resolution.....

Responses

New Poster

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1 Message

2 y ago

Hello, former employee here. I have the newest 4K box and 65" Samsung QLED tv. This happens almost every day when I come home from work. I turn the tv on, I can hear the sound, but no picture. It works when I unplug it and plug it again or system refresh
by usung the my account app. The thing is I don't want to refresh the system everyday or unplug and plug it back. Before I do anything I also tried unplugging the HDMI cable and plug it back in see if it's the cable issue but no luck. Cable box power setting is set to not to go to sleep.
rlee131

Contributor

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52 Messages

2 y ago

Just an update to my long on going issue.  Today I saw there was a new update available for my TV (2017 75” Samsung. Q7F). I contacted Samsung to see if they knew if this would fix the problem.  Big mistake person was clueless and wanted me to try different things I have already did over several months.   Finally told him he is not familiar with the issue previous support people told me that they were aware of the issue and if I installed firmware update 1260 it would fix the problem.    It did not so now there is a new firmware available 1262  

and I wanted to know if this would fix the issue.   A TOTAL WASTE OF 30 minutes.  This person as usual was clueless

Anyway I installed the new firmware.  I will post when I see if it works.   Being the problem is intermittent only happening every 2-3 days I’ll have to wait and see.  I’m not to optimistic.   Anyone out there solved the problem?

rlee131

Contributor

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52 Messages

2 y ago

Installed the firmware update  Version 1262 for the TV    Did not help.  Today when turned on TV X1 box once again would not connect.   As usual I had to restart the X1 via the App  

I suspect this will never be solved. 

radnortx1

Contributor

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52 Messages

2 y ago

Never was s TV problem.
What App restarts the box?
BrianHCM1

Contributor

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27 Messages

2 y ago

I think I solved it on my LG tv. I turned off the HDMI HD deep color setting on the tv. It no longer drops completely. I changed the setting last week and it’s been good so far. Kinda bunk I can’t use all the fancy settings on the TV, but until xfinity gets it together it will have to do.
MNtundraRET

Expert

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4.3K Messages

2 y ago


@BrianHCM1 wrote:
I think I solved it on my LG tv. I turned off the HDMI HD deep color setting on the tv. It no longer drops completely. I changed the setting last week and it’s been good so far. Kinda bunk I can’t use all the fancy settings on the TV, but until xfinity gets it together it will have to do.

On my Samsung UHD television the "UHD color setting" could be turned "off" or "on" for each individual HDMI port.  For viewing 4K /HDR over high-speed broadband it is always "on". You might check your TV manual to see if your LG functions the same.

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BrianHCM1

Contributor

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27 Messages

2 y ago

My guess that is basically the same setting. Once I turned it off it’s now working. Unfortunately I’m sure it’s limiting the picture quality, but better that getting up every hour or so to unplug and plug in the hdmi cable
rlee131

Contributor

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52 Messages

2 y ago

Xfinity App. “My Account”

radnortx1

Contributor

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52 Messages

2 y ago

I know that will most likely correct the issue. But, we shouldn’t have to do that. Comcast promised to fix this weeks ago.
rlee131

Contributor

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52 Messages

2 y ago

When and how did Comcast admit to the problem?  I have them out to my house three times and had two telephone conversations with their Technical Support never once did they admit to the problem.  In fact none of them (at home visits and telephone conversations) were aware of such an issue.   They blamed it on my TV and once blamed it on my utility company (PG&E) which I had them come out and said it had nothing to do with them.

So I am now living with just restarting my X1 box via the App every time it does not connect with the TV when I turn it on.  Not every time it’s turned on but periodically, usually every two to three days?

Frequent Visitor

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7 Messages

2 y ago

Only pockets of Comcast people admit or seem to know about this. I have had agents offer to send someone out, send a replacement, or suggest that this was normal for the latest technology.

 

Mine will work fine for a few days and then exhibit the same symptoms. I have changed HDMI ports on the TV, changed which device gets turned on first, updated various firmware of AVR and TV. None of these has been a solution.

 

If there is a solution, I have not tried it or read it here.

rlee131

Contributor

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52 Messages

2 y ago

Thanks for respons   Same issue here.  Oh maybe someday will get fixed.

Contributor

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20 Messages

2 y ago

I think I may have found a workaround. Last night before going to bed I powered down the box by saying "power down" into the voice remote. When I got up this morning the TV went on with no problems. If anybody else tries that please let us know the result.

Contributor

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20 Messages

2 y ago

Here are a few observations:

1) A firmware fix has not been pushed out yet to my X1 box

2) The power saving mode on the X1 box is not working. The box does not power down automatically when the TV is off and I am not watching.

3) If I power down the box manually before going to bed, either through the voice command or on the power down menu, the box will wake up normally in the morning. That is a workaround that I am using now until this is fixed.

rlee131

Contributor

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52 Messages

2 y ago


@Anon1464678 wrote:

Here are a few observations:

1) A firmware fix has not been pushed out yet to my X1 box

2) The power saving mode on the X1 box is not working. The box does not power down automatically when the TV is off and I am not watching.

3) If I power down the box manually before going to bed, either through the voice command or on the power down menu, the box will wake up normally in the morning. That is a workaround that I am using now until this is fixed.

 

These are my observations:

With my X1 I am getting the firmware updates.   My X1 does power down when turned off. I usually turn my system off/ on  with one remote that activates the TV, X1 Box and Denon sound system.  When I tried turning the X1 off with the voice command then manually turning other components off I STILL have the problem.  But like I said previously not every time its turned on.  It happens every 2/3 days.

 

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