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

Contributor

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41 Messages

3 y ago

For the record: This issue persists. I have to unplug the XG1v4 box every day and wait for it to reboot in order to use it. After this, it will work....for the rest of the day. The next day, it will require another reboot.

 

I did notice that if I leave the TV on past the time that it is usually refreshed during the middle of the night, it will work the next morning.

Rustyben

Expert

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24K Messages

3 y ago


@chrismireya wrote:

For the record: This issue persists. I have to unplug the XG1v4 box every day and wait for it to reboot in order to use it. After this, it will work....for the rest of the day. The next day, it will require another reboot.

 

I did notice that if I leave the TV on past the time that it is usually refreshed during the middle of the night, it will work the next morning.


it is an often reported issue and even happens on my own xg1v4. I'm guessing that 2 things cause this: firmware update does it for me each time, and 5 hours will often put my xg1v4 into powersave mode even though it is set to off in device power settings. So far Comcast has yet to adress the issue. To fix it for me when it happens I use the TV remote and change to any live HDMI connected device (in my case Chromecast dongle). then change back to DVR HDMI port and the xg1v4 begins sending video (or the box handshakes with the TV). 

New Poster

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3 Messages

3 y ago

I went into power settings. Thinking I could have it power down in the night and i could just turn it on in the morning. There was a power off option, so I manually powered down. When I turned it back on signal was lost. So when the box powers down or resets in the middle of the night, it never sends out an hdmi Signal after restarting without unplugging.

Any other suggestion to try?

New Poster

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2 Messages

3 y ago

I believe you may be right. I have a XG1V4 connected with an Audioquest Carbon 2M HDMI canoe to a Marantz AV8805. Every day I turn on the TV for the first time I get a no video/audio and have to reboot the DVR.

Out of curiosity and to prove what you said, I turned off my Marantz 8805 and rebooted the XG1v4. After 15 minutes I turned on my TV and AVR and to my surprise no video. I can now reproduce this bug.

This is definitely a HDCP handshake issue and should be corrected via a firmware update. When? Lol. No clue.

Regular Contributor

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82 Messages

3 y ago

Try this....

 

Plug 4k DVR HDMI cable directly to your tv one night.  Eliminate the AVR sound system.  Many times it's the AVR sound system especially Denon receivers.

 

If 4K box stays on after nightly update then Leave the 4K plugged directly into the TV and use TV's ARC HDMI out to AVR receiver rather than 4k box to receiver THAN to TV.

 

It sounds like the 2.2 handshake is not passing through.  Either your AVR receiver needs a firmware update or you must hook 4K dvr to TV THAN to AVR receiver using HDMI ARC out.  Usually TVs have one of their 2.2 HDMI inputs capable of ARC 2.2 out.

Frequent Visitor

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9 Messages

3 y ago

Okay, I just replaced my old DVR with the new xg1v4 and found I have the same problem as many others, the DVR will not wake up when I turn my TV on in the morning. I have a new Vizio series E55-e2. This problem is a real pain and from what I gather from reading all the posts online this is definitely a Comcast issue, being firmware, software handshaking, whatever, it's their problem and needs to be fixed. I just need to know if they are truly working on it and some kind of estimate when I can expect a fix. Should I return the DVR, but then I'm not sure if they have an older model. Should I call Comcast support, but from what I gather I'll just get the runaround. I guess I'm just venting and looking for some guidance on what I should do?

New Poster

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1 Message

3 y ago

I’m having the same problem. Replaced the set top box but it made no difference.

Come on, Comcast, address this problem!

Frequent Visitor

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9 Messages

3 y ago

So I figured I'd call Comcast support, of course I got someone in the Philippines that didn't know and gave me the run-around about the issue. I then found an old number for a Comcast rep in my area that I've used in the past and called him. He said Comcast is very aware of the issue and they are working on it and on the next firmware update it will be fixed. He apologized and asked me to be patient, but did not give a date when the new release will come out, hopefully soon.
Rustyben

Expert

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24K Messages

3 y ago

the xg1v4 seems to go into powersave mode even though settings say off'. I use the TV input remote button to change to another active port (like Chromecast) then back to DVR and the connection is back on. never had the issue with the xg1v2 model. 

New Poster

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1 Message

3 y ago

Tes every morning tv says no signal,unplug the box it powers up second box vizio p55-f1 hdtv

Frequent Visitor

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9 Messages

3 y ago

As noted above, if I turn on my DVD player connected to HDMI-2 and play a little bit of the DVD and then switch back to HDMI-1 where my TVs connected the TV now works. It's still faster just to unplug the DVR and plug it back in.

Contributor

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41 Messages

3 y ago

I have grown accustomed to rebooting my box every morning. I've been doing this daily for SIX MONTHS. I visited my parents during Thanksgiving and forgot how nice it can be to simply turn on your TV and have instant access to programming. 

 

The sad part about this is that Comcast reps have promised me a "credit" for my inconvenience several times; yet, no credit ever appears on my bill. I'm used to the "Comcast letdown" now. 

Contributor

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41 Messages

3 y ago

Comcast Shane,

 

I sent you a private message (twice) and you never responded to it. 

 

Should I send you my information again?

New Poster

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2 Messages

3 y ago

The issue is both the TV and the cable box. The box goes to sleep every night whether the sleep timer is on or not. When you turn your TV on, it's supposed to send a signal to the box to wake up. I've heard this called the "digital handshake" between the devices. My Vizio 4K TV has the same issue. That's why some TV's have no issues and some do. I have found no fix, with some TV's, there is no communication between the devices and that's the problem. You can keep replacing boxes and getting techs but if the TV and the box don't communicate properly, nothing can be done. Because so little content is in 4K right now, a switch back to the 1080p box may be in order. Me, I reset the box every morning because I like the design and the bluetooth function so I put up with it.

Frequent Visitor

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9 Messages

3 y ago

That's it exactly, last time I talked with Comcast solutions, they did acknowledge there is a problem and will roll out a firmware update to fix THEIR dvr box. They said it could take a month or more, not sure why that long. They also said they will issue me a credit when it's finally fixed, they noted my account as such. Everybody havind the issue should complain and make sure they'll get a credit. Maybe if it costs Comcast money, they'll fix the problem quicker.

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