Regular Visitor
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2 Messages
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.....
pcsilvia
Contributor
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17 Messages
5 years ago
All,
This forum is getting totally out of hand. There is really no useful reason to post any further messages because of the facts:
a. We all know that the XG1 box has an issue - Which Comcast appears to agree about.
b. Comcast could care less about fixing it or they would show some real customer service action with a real PLAN and a suspense date.
c. Comcast is clueless about how a company should process updates and managing configuration control by exhibiting a behavior of just pushing updates with no revision control and what appears to be a "cross your fingers and hope this works" approach.
Why not just leave this forum dormant until somebody actually gets some resolution for a problem that is well over a year old now.
I just shake my head at the whole situation and can't understand how anyone at Comcast can be proud of the company they work for given the quality and service they provide for the cost.
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WindsurfMaui
Problem Solver
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857 Messages
5 years ago
The summary is accurate. setting my 4K DVR to 1080p has improved the quality of the picture and color of the TV. It's been about a week since I changed my DVR settings and so far I haven't had any connection problems with the TV.
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radnortx1
Contributor
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58 Messages
5 years ago
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radnortx1
Contributor
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58 Messages
5 years ago
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radnortx1
Contributor
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58 Messages
5 years ago
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radnortx1
Contributor
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58 Messages
5 years ago
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WindsurfMaui
Problem Solver
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857 Messages
5 years ago
In general I agree with you. If I'm paying for it then I want it and I want it to work properly. However, in this case since I'm not seeing anything being broadcast in 4K the point is kind of moot for me.
However, if I had too choose which bothers me more I would work on making the 4K UHD setting look as good or better than the 1080P setting since I paid more for the 4K TV I want to watch 4K and have it look good. Then work on the reconnection issue. I can temporarily fix the reconnection issue by hardbooting the DVR. I can't make the 4K setting look as good at 1080P setting. That is out of my control.
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jmg1951
Contributor
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36 Messages
5 years ago
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jmg1951
Contributor
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36 Messages
5 years ago
Got the 97.1.3 update over the weekend and it did't change anything as far as receving video but now the audio comes thru which didn't happen with previous updated.I nturned my Color HDMI off and everthing works again when first turned on in the morning. Comcast needs to get a better Enginnering Dept, this is a embarrassment to a a multi million dollar company. I'm a retired Areospace Engineering and this would of never been allowed to go on as long as this has in my industry!
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XfinityAmira
Official Employee
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3.7K Messages
5 years ago
@WindsurfMaui, I did not hear back from you in our private message regarding this connection loss you have been experiencing, so I will be locking this thread. Please send me a private message if you still need assistance with this. Please create a new Public post if you need assistance with any new issues or concerns. We're here to help! Thank you and we appreciate you being the best part of Comcast!
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Tircuit
Frequent Visitor
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8 Messages
5 years ago
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WindsurfMaui
Problem Solver
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857 Messages
5 years ago
Sorry Amira I didn't get an email message that you had sent me a message. I sometimes don't get email messages that new posts have arrived. No idea why. Anyway, As for my connection problems I have been following the advice in that thread. I changed my settings from 4K UHD to 1080p on the new DVR and I haven't had the problem since. I, like everyone else, am waiting for Comcast to fix the problem with a software update. In the meantime it works with 1080p. Thanks
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jmg1951
Contributor
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36 Messages
5 years ago
There is no answer , were all waiting for a fix from Comcast. I think all of us have done everything possible for a work around and some have been successful and some not so much. Were all just waiting for a Comcast fix so that the 4k box can be used like it was intended.
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WindsurfMaui
Problem Solver
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857 Messages
5 years ago
OK So setting the DVR to 1080P stopped the problem with the DVR not recognizing the TV. It also improved the quality of the picture. So although the HDMI cable I had was rated to 4K I purchased a slightly better cable (a premium 4K cable from MonoPrice) which now allows me to set the TV to 4K UHD and the quality of the color did not deteriorate. Now I will leave the TV set to 4K UHD and see if the recognition problem returns or whether the cable upgrade has solved it. (I don't think the cable upgrade will solve the problem but I thought it would be an interesting experiment).
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radnortx1
Contributor
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58 Messages
5 years ago
BTW - power saver was on and working.
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