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chrismireya
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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? 

Responses

griam01

Contributor

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36 Messages

2 y ago

Just an FYI, the last 3 days (with no changes on my end), everything has worked without issues.  Audio and Video at power on, no need to reboot the Xfinity box.  Not sure what happened in the last 3 days, the version information is showing the same as it did on 1/17 when i took a picture of it with the exception of the Environment.  On 1/17, it showed p5-rq, today it shows p6-tb.  All other versions, timestamps are exactly the same though.

Contributor

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20 Messages

2 y ago

Mine now says environment c5-m4. It used to say p5-rq. Do you think it means it may be fixed?
griam01

Contributor

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36 Messages

2 y ago

Here is what mine says now

Contributor

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20 Messages

2 y ago

My stb timestamp is November 21. Not sure what that even means. Thanks.

Contributor

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20 Messages

2 y ago

So the stb timestamp date is the date of the last firmware update? If that is the case, then what is happening every night when the box is updated?
Rustyben

Expert

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24K Messages

2 y ago


@Anon1464678 wrote:
My stb timestamp is November 21. Not sure what that even means. Thanks.

set top boxes are like computers in that they have an operating system that makes the hardware function. Comcast from time to time updates that OS that they call firmware.

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Rustyben

Expert

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24K Messages

2 y ago


@Anon1464678 wrote:
So the stb timestamp date is the date of the last firmware update? If that is the case, then what is happening every night when the box is updated?

it is the date and time of the version. the pushout takes several days, normally, and each will  have the same date. the overnight boot is typical reset of memory, update windows of the firmware updates and a reload of the menu system. The DVRs get their recording information updates. 

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Regular Visitor

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3 Messages

2 y ago

Any update if/when the latest firmware update releases will that resolve the handshake issue ?

griam01

Contributor

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36 Messages

2 y ago

Mine has not had the issues for about a week now. I posted above that the only thing that changed for me was the environment in my screen shot in a previous post.

New Poster

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2 Messages

2 y ago

My daily reboots started when I bought the latest SONY 4K UHD, but because of the distance between the XG1V4 and the TV I had to install a INNEOS REAL 4K fiber adapter. Every morning (well, 9 out of 10 mornings maybe) the adapter will indicate no signal coming from the XG1V4 and a reboot is required, then the lights indicate HDMI 2.2 and all is well; until tomorrow. 

 

To eliminate the hassle of rebooting every morning I'm going to try something this week. I have ordered a "Belkin WeMo Insight Smart Plug" which apparently can be scheduled to turn on and off from the app (or alexa). I'm just going to set this to reboot the XG1V4 for me every morning. Although I still don't know if the XG1V4 loses the handshake ability after X number of hours or just overnight for some reason.

 

Seems that comcast could fix the problem by simply having the adapter do a self test every hour.

Rustyben

Expert

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24K Messages

2 y ago


@vandenburg wrote:

My daily reboots started when I bought the latest SONY 4K UHD, but because of the distance between the XG1V4 and the TV I had to install a INNEOS REAL 4K fiber adapter. Every morning (well, 9 out of 10 mornings maybe) the adapter will indicate no signal coming from the XG1V4 and a reboot is required, then the lights indicate HDMI 2.2 and all is well; until tomorrow. 

 

To eliminate the hassle of rebooting every morning I'm going to try something this week. I have ordered a "Belkin WeMo Insight Smart Plug" which apparently can be scheduled to turn on and off from the app (or alexa). I'm just going to set this to reboot the XG1V4 for me every morning. Although I still don't know if the XG1V4 loses the handshake ability after X number of hours or just overnight for some reason.

 

Seems that comcast could fix the problem by simply having the adapter do a self test every hour.


instead of rebooting next time, use TV remote to change to another live HDMI port, then back to the DVR. does that make the connection work? is the coax live behind the TV?

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

Regular Visitor

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4 Messages

2 y ago

I have the same problem that everyone else seems to be reporting in SEVERAL different threads now.

 

Changing input is not an option - have no other HDMI devices. Xfinity button then exit - simply does not work. Page up/down - doesn't work either.

 

My only fix is to unplug power every day. This is getting old fast!

 

I'm going to return the XG1v4 since no real solution seems to be in sight.

Regular Visitor

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4 Messages

2 y ago

BTW, my TV is a UN55JU6400 (2015) so it does not have the HDMI UHD COLOR setting either.

MNtundraRET

Expert

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4.3K Messages

2 y ago


@philabundance wrote:

BTW, my TV is a UN55JU6400 (2015) so it does not have the HDMI UHD COLOR setting either.


The HDMI UHD Color setting only came on the 120 Hz. televisions, starting with the 7000 series. Your television is 60 Hz.

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.
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Regular Visitor

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4 Messages

2 y ago

Appreciate the info. That just means I have absolutely no way to fix this.

It’s a Comcast firmware problem.

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