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41 Messages
XG1v4 requires reboot everyday...
After a recent move, we upgraded from our old X1 box to the new 4K "XG1v4-A" box to work with our Samsung 4K UHD television.
We immediately realized that our box was requiring a reboot every day. So, we've been unplugging the box and plugging it back in. I've contact Xfinity about this issue several times. No one over the phone has been able to help.
Xfinity tech support simply had me swap out my box for a new one (which they have to send via FedEx -- requiring me to drop off the old box to the Xfinity store). This is the third box and I still have the same issue.
So, Xfinity sent out a tech yesterday. We were also having some internet connectivity problems (intermittent loss of internet on all of our devices). He discovered that the splice was installed by the Xfinity installation guy incorrectly (or so he said).
However, the tech was puzzled. He said that everything should be working. He then attempted to say that our "problem" was our television.
I explained that we have swapped to another TV that worked perfectly fine (trading my sister-in-law's for a few days). Our television worked perfectly fine at her house with Xfinity and her TV worked fine at our house using the same box and same HDMI cable.
I explained to the tech that this didn't happen with the old X1 box. It doesn't happen with anything else connected to the TV (e.g., Xbox One, Blu-ray, etc.). I've even swapped HDMI cords, switched HDMI inputs, etc. Each and every time, the problem is only with the new XG1v4 box.
The tech then said that he thinks that the cable issue that he "fixed" might solve the issue. He left roughly 25 minutes after arriving and said that he would have someone follow-up with me in a couple of days.
Today, I turned everything on again....and have the same problem.
My TV is a Samsung 4K UHD television.
My power save mode is OFF.
My HDMI cable is 2.0 compatible (and I've tried FIVE of them -- all with the same issue).
My TV's firmware is up-to-date.
Apparently, this is a known issue. There are quite a few threads on the Xfinity forums with many posters addressing this issue. For instance:
https://forums.xfinity.com/t5/TV-Archive/XG1v4-requires-reboot/td-p/3025141
Doe anyone have a resolution?
Responses
Zachawii
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1 Message
2 y ago
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jman909
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2 Messages
2 y ago
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Rustyben
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24K Messages
2 y ago
I too thought that but found i can change input on the TV to a different active HDMI port, then back to the DVR and the connection is then working. Since the channel buffer is still in place, the STB was not in power-save mode. It does seem to do that same thing about the same number of hours as 'if' the powersave would be triggered if the power save setting option was actually on. Seems like the box turns off the HDMI anyway.
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Samptr
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9 Messages
2 y ago
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T_A_N_K
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3 Messages
2 y ago
Having the same problem, but just the last 3 days, not 6 months like someone upthread. I upgraded from an Arris XG1v3 to an Arris XG1v4 and it worked fine for 5 days until Christmas morning and the last 2 mornings. The light to the box is on but the picture is black; the TV is on - Comcast remote changes volume and mutes but Xfinity button, all cable buttons don’t work - the box is in a sleep mode of some sort. I've tried the Comcast app to reboot the box but and it says the command was sent but nothing happens. Or it can’t see the box.
I assumed it was the early morning daily refresh that puts it to sleep but after moving that refresh to midnight last night, it ran and the box continued to work - I did a system refresh after and still no dice. So after I slept 3 hours, the box kept sleeping today.
I've done all the troubleshooting (using the new 4K coax and HTMI cables from the upgrade box - and swapped out to the older to no avail) as everyone in the thread but haven't contacted Comcast yet because I don't want to go through all the same troubleshooting steps again. Yes, the old box works and has survived the early morning refreshes for 1.5 years but it’s in a box headed back to Comcast as of Monday - the day before this problem arose… typical.
So I'm left to hardbooting the device. It's only been three days but seeing the horror stories in this thread, I'm going to hit a boiling point at some time.
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Samptr
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9 Messages
2 y ago
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T_A_N_K
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3 Messages
2 y ago
Thank you for the information Samptr, I called and gave them my information (Insignia 4K) and experience to help their engineers with some additional knowledge. The rep said there's some bugs with the 4K boxes, this is known and hopefully to be addressed in the next firmware update by the end of January.
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Samptr
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9 Messages
2 y ago
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VM7
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1 Message
2 y ago
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griam01
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36 Messages
2 y ago
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griam01
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36 Messages
2 y ago
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Rustyben
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24K Messages
2 y ago
how is your audio path routed. Something in the path is losing audio connection. are you using any old technology optical audio or coaxial digital audio cables?
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chrismireya
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41 Messages
2 y ago
I've had THREE different 4K boxes and they all do the same thing.
I've been rebooting my box everyday since June. I've been promised credits too -- but they've never actually applied one to my account.
Recently, I had a problem with my remote. I went to the Palo Alto Xfinity store for a replacement and overheard someone else describing the exact issue.
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Rustyben
Expert
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24K Messages
2 y ago
does your TV and receiver offer an ARC-like HDMI port? typically the X1 set top box would connect to your TV, then the audio 'returns' to the receiver via HDMI connector.
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griam01
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36 Messages
2 y ago
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