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.....
V8_5-OH
Regular Visitor
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4 Messages
6 years ago
Same problem - sporadically (once every few days) get no or intermittent connection with white or black screen. Swapped out cables (4K-certified, tested by expert installer)/all device ports (BluRay, Apple TV) to localize problem to the cable box's HDMI port. Have the same problem with a non-4K satellite box, but not as frequently. Haven't contacted Comcast support yet. My best fix is to unplug the HDMI cable from the 4K X1 box, wait 15 s, and then reconnect. I have a Sony UHD 4K TV/Sonos PlayBase and otherwise get astounding picture quality and sound with all X1's 4K services (e.g. Netflix, Prime). I haven't tried tweaking the TV's or the box's settings yet. Thanks everybody for your helpful comments!!
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rlee131
Contributor
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61 Messages
6 years ago
Unbelievable that comcast won't address the issue, or where I live even admit there is an issue. I've had them out three times and they can do noting other than blame it on the TV. Which after reviewing all the postings over the months tend to believe it is a comcast problem. I have tried everything that has been posted over the months and still have the problem. My TV is a Samsung. By the way you can also retart the X1 box via the "My Account" Xfinity App. For me its easier than unpluging at the box. Keep me posted if you find a solution.
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Rustyben
Expert
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24.6K Messages
6 years ago
Comcast has stated they are working on it. change to a live HDMI port and back to the DVR port or power cycle the set top box until patched.
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rlee131
Contributor
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61 Messages
6 years ago
Ihave my Samsung TV, Denon Reciever and X1 box all set up so that the X1 remote turns on all three. Handshake issue is still there about every 2 or three days for last few months. I also set up a Logitech Remote that I never use anylong to turn on and off all three, Handshake issue is the same not difference if I use that remote or the one that came with the X1 box I've also tried turning on X1 box, TV, and Sound Reciever Independently same problem every 2/3 days. Tried pretty much everyting listed on this forum with same result. There is a Handshake problem which appears to be with the X1 box. I did find one person on this forum that said they did get comcast to indicate it was an issue with the X1. Not sure where he lives but in my area three different techs that came here and four different phone support claim they know nothing Very frustrating. I have been using the Xfinity App to restart the box but for me I found it is easier to just use the xfinity voice command "Restart X1" to get the process going and get it working. Let us know if you find a soulution
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vandenburg
New Poster
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2 Messages
6 years ago
I have a brand new Sony XBR75X900F 4K TV and Inneos Real4K fiber connection. Same thing, next day when I turn on the TV... no signal. Thought it must be Inneos that was the problem and have swapped out two Comcast boxes waiting hours at the local store. Now find out that everyone else is having the same problem. Comcast employees know nothing about this apparently common issue. Very frustrating. Everyone is correct, the only real fix is to power cycle the box. I also have ProControl 24 remote so I wonder if I can have Best Buy program that to power down the Comcast box at the same time I power down the TV and turn the box back on with the TV, that way a restart always invokes the handshake and I don't care then if they ever fix it. Will advise.
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Rustyben
Expert
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24.6K Messages
6 years ago
until resolved the easy way is to change the TV input HDMI port to another live device then back the the set top box.
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Rustyben
Expert
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24.6K Messages
6 years ago
yes, that procedure just fixes the instant problem without a reboot nor loss of channel buffer
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rlee131
Contributor
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61 Messages
6 years ago
Tried that. Same result Handshake problem still there every couple days
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Rustyben
Expert
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24.6K Messages
6 years ago
this is primarily a customer helping customer forum. you can tweet @ComcastCares if you want an individual response with same information. we do our best to stay up to date in helping other customers.
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V8_5-OH
Regular Visitor
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4 Messages
6 years ago
Thanks! Greatly appreciate your efforts! BTW, except for this one glitch, my experience with X1 over the last 3 years has been fantastic.
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V8_5-OH
Regular Visitor
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4 Messages
6 years ago
I'm new to this forum. Does anybody know if Comcast ever replies to this or other forums? From some of the posts here, doesn't seem like Comcast's responses to direct inquiries are helping. Time to contact the CEO?
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Rustyben
Expert
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24.6K Messages
6 years ago
Comcast official employee said the engineers are working on the issue. I have one too. be patient.
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rlee131
Contributor
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61 Messages
6 years ago
I’ve never seen a reply. If they did they would have addressed the problem and responsibility if Comcast actually accepts responsibility. I have not seen anything
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jmg1951
Contributor
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36 Messages
6 years ago
I have a Samsung Tv also and have tried all the mentioned possible fixes with no results and the handshake problem still exsits !
On Jan 31,2019 Comcast pushed thru a firmware update which was supposed to fix this problem. Sorry to say it changed the problem to now instead of a black screen when the tv is first turned on in the morning it now has a blue screen and the cable box still needs to be rebooted daily! Good job Comcast Enginerring, it's only been a year and you still haven't fixed the problem!!!!
JMG1951
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rlee131
Contributor
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61 Messages
6 years ago
Thanks for the info. This morning went on ok, BUT for me does not mean it was fixed yet. I get the issue every 2/3 days. I did it yesterday but not today. Just wondering what area do you have your service. I'm in the San Francisco Bay Area. With all my contacts with Comcast they have never admited to a problem. Always are ignorant it.
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