Retired Employee
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5.9K Messages
Intermittent Video Issues Affecting Some Customers
A firmware update was recently deployed to TV Boxes that may be causing picture issues for some customers
The update includes a feature that defaults TV Boxes to the highest screen resolution the TV is capable of. This is causing a black screen, blue screen, a 'no signal' messages, or a "flickering" screen for some customers.
We are working to deploy an update as soon as possible to fix this issue for all customers. In the meantime, we recommend the following steps to help mitigate this issue until we can provide that update.
Steps to mitigate the issue:
- Press “exit, exit, exit, 720” on your Xfinity remote. This sets the resolution to 720.
- This should bring back the picture
- Once the picture is on the screen click the Xfinity button on your remote > click on the gear icon (settings) > click Preference> click General > choose prefer Best Available Resolution > set to Off
- You can attempt to adjust their resolution to higher resolutions if desired at this point
- If the new resolution fails to display it will go back to the previous setting in 30 seconds.
*Note*: Autotune to "Best Available Resolution" will not be automatically turned back on when the update is deployed. We recommend that you turn this feature back on at the end of next week after the update is complete.
Thank you for your continued patience as we work to resolve this permanently.
joeleo
Regular Visitor
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2 Messages
4 years ago
July 8, 2020 - I'm still having this issue. Has the software been updated yet?
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Mustang1994
New Poster
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1 Message
4 years ago
I have done restarts over & over for 2 weeks and one new box and still looking at black screen❣❣
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CCJessie1
Retired Employee
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5.9K Messages
4 years ago
All,
Thank you for your continued patience as we work to resolve this issue permanently. We will be updating this main thread once there is an official resolution to share. In the meantime, we continue to recommend using the steps outlined in the first post on this thread as a temporary resolution.
Thank you again for your patience.
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franceshd
Contributor
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18 Messages
4 years ago
Thanks for replying, RustyBen.
Well, almost 20% of my data usage has been used up in little over a week with no On Demand usage . Does that include recorded programs on the box?
THANK YOU!
Frances
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franceshd
Contributor
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18 Messages
4 years ago
Channel viewings are great. But...
1) the ON DEMAND button has error CL-17
2) the SEARCH button has error MOGSCNA
3) the XFINITY button does not have a gear icon/settings choice
exit-exit-exit-720 takes me to channel number 720
PLEASE HELP !
THanks so much
Frances
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Mcdonald1213
New Poster
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1 Message
4 years ago
My screen keeps freezing. Tried the "exit exit exit 720 and that just takes me to channel 720. Also, no gear icon. Screen freezes every 5 seconds apx. This has been happening for almost 2 weeks. The first time I had a problem, an error code popped up. This is driving me crazy and maybe to Fios. Can you help? Thanks.
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Rustyben
Expert
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24.6K Messages
4 years ago
I'm pretty much freaking out too as my usage is 304 which is (was priorto covid) around 350/month. but set top box updates are 'on' Comcast and all internal traffic to comcast and is not supposed to count.
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Rustyben
Expert
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24.6K Messages
4 years ago
this is the X1 area of the forum. you seem to be speaking of non-X1 equipment issues.
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franceshd
Contributor
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18 Messages
4 years ago
OOOPS. Sorry. I did not know that.
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Bigdog5807
New Poster
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2 Messages
4 years ago
All the channles say " to be announced" I've reset the box 3 times, I've done the exit, exit, exit 720 and still nothing!! It's getting old real fast!!
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Rustyben
Expert
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24.6K Messages
4 years ago
watch for a new reply here, previous answers were based upon X1 (bundle with Cable TV and Internet (and more) details.
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1anonle-
New Poster
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1 Message
4 years ago
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Missy126
New Poster
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2 Messages
4 years ago
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Rustyben
Expert
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24.6K Messages
4 years ago
it was a duplicate post from the 'missy' above. the reference to the post is 'where' it is transferred. eventually the placeholder is also removed from the thread. as you can see this thread is still here.
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Rik11
Contributor
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73 Messages
4 years ago
@Rustyben: Did you move this thread? When I click on your link for the moved thread, the page says "access denied". Whenever a thread is "moved", the link says "access denied".
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