chrismireya's profile

Contributor

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41 Messages

Sat, Aug 25, 2018 7:00 PM

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? 

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Responses

New Poster

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1 Message

2 y ago

This problem happens with the tiny bedroom box goes black screen then need to unplug to get picture back every morning. It started happening to me after setting the power save settings turn those off it should be fine!!!

New Poster

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2 Messages

2 y ago

The 4K box still goes to sleep in spite of the power saver being turned off. It's the firmware, hopefully the next update will fix it.
Rustyben

Expert

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24K Messages

2 y ago


@jman909 wrote:
The 4K box still goes to sleep in spite of the power saver being turned off. It's the firmware, hopefully the next update will fix it.

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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Frequent Visitor

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9 Messages

2 y ago

Comcast is well aware of the problem and according to my local rep and Comcast solutons, the next firmware update will fix the problem, but they don't know when that will be, maybe a month or so. They noted my account and said I would get a credit when the fix is finally rolled out. If I were you I would call Comcast solutions and make sure they note your account. Some of the reps play dumb and want you to go through the troubleshooting, but ask for a supervisor. Goodluck

Regular Visitor

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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.

Frequent Visitor

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9 Messages

2 y ago

It has to do with the type of TV you have, it seems newer Vizio TVs all have the problem, something about the hand shaking. I'm guessing the HDMI hand shaking is not an industry-standard and some TVs when you turn them on, don't notify the DVR. Comcast has to allow for this and not put the DVR to sleep every night, no matter what the setting.

Regular Visitor

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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.

Frequent Visitor

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9 Messages

2 y ago

Only thing to do is wait until the next firmware update. Contact Comcast Solutions and get on the list with the rest of us. Personally I'm trying to get a credit for the inconvenience!

New Poster

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1 Message

2 y ago

Hi - Same issue here, glad to see I'm not the only one. Picked up 2 days ago. 4k DVR box, Vizio 4k tv. Have to unplug every morning. Anyone from Comcast on - any ideas? Obviously, this is a common issue.
griam01

Contributor

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36 Messages

2 y ago

I have the same issue. I thought it was our new receiver. We upgraded from an emotiva MC-700 to the XMC-1. I didn’t have the issue with the MC-700 but do have an issue with the XMC-1. I have to reboot the cable box daily as well. I have noticed that sometimes I get video but no audio as well. For example this evening I was watching a movie from my media center on another input. I went back to the input for Comcast box and had video but no audio. Nothing but a reboot seems to bring it back for me.
griam01

Contributor

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36 Messages

2 y ago

I am using HDMI 2.2 cables. From Samsung TV to Emotiva receiver and then from receiver to Xfinity box.
Rustyben

Expert

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24K Messages

2 y ago


@griam01 wrote:
I have the same issue. I thought it was our new receiver. We upgraded from an emotiva MC-700 to the XMC-1. I didn’t have the issue with the MC-700 but do have an issue with the XMC-1. I have to reboot the cable box daily as well. I have noticed that sometimes I get video but no audio as well. For example this evening I was watching a movie from my media center on another input. I went back to the input for Comcast box and had video but no audio. Nothing but a reboot seems to bring it back for me.

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?

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

Contributor

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41 Messages

2 y ago


@RobertWy wrote:

@Samptr wrote:
Comcast is well aware of the problem and according to my local rep and Comcast solutons, the next firmware update will fix the problem, but they don't know when that will be, maybe a month or so. They noted my account and said I would get a credit when the fix is finally rolled out. If I were you I would call Comcast solutions and make sure they note your account. Some of the reps play dumb and want you to go through the troubleshooting, but ask for a supervisor. Goodluck

That is strange; I have had two XG1v4 DVR's for 6 months and neither of them have this issue.

 

Maybe it is certain batches of them that have the issue.

 


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. 

Rustyben

Expert

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24K Messages

2 y ago


@griam01 wrote:
I am using HDMI 2.2 cables. From Samsung TV to Emotiva receiver and then from receiver to Xfinity box.

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.

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
griam01

Contributor

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36 Messages

2 y ago

Yes both have ARC. Can you explain which equipment would plug in where? I can definitely try it.

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