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Screen Saver / Tuner Glitch with New X1 Update?

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Expert

Re: Screen Saver / Tuner Glitch with New X1 Update?


@kritselis wrote:

I am still having this issue and still show Version 86.02 and release timestamp of 5/03/2018. Do others have a later version that we don't have in the Chicago area?


call 800-Comcast select TV. ask the agent to use the X-ray tool to update your XRE (menu) version to 86.1.0 


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
Regular Visitor

Re: Screen Saver / Tuner Glitch with New X1 Update?

I am still having this issue and still show Version 86.02 and release timestamp of 5/03/2018. Do others have a later version that we don't have in the Chicago area?

Expert

Re: Screen Saver / Tuner Glitch with New X1 Update?


@Anonymous133333 wrote:

My receiver has been working properly for two days.  As pabgrams said, I hope it's working for others.

 

What is more important is how long this "fix" lasts.  This problem has been reoccurring for several years;

there is no telling when it might happen again. Comcast won't officially commit to a real solution, or even

explain why the system works the way it does:  until we get a real fix for this (the ability to really turn the

screen saver off or set a longer timeout) we can all expect the problem will come back some day.


problem was fixed with a new XRE menu version (same date but differnet version number).


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
Frequent Visitor

Re: Screen Saver / Tuner Glitch with New X1 Update?

My receiver has been working properly for two days.  As pabgrams said, I hope it's working for others.

 

What is more important is how long this "fix" lasts.  This problem has been reoccurring for several years;

there is no telling when it might happen again. Comcast won't officially commit to a real solution, or even

explain why the system works the way it does:  until we get a real fix for this (the ability to really turn the

screen saver off or set a longer timeout) we can all expect the problem will come back some day.

Contributor

Re: Screen Saver / Tuner Glitch with New X1 Update?

My tv is fine now.  Hope everyone else has their tv fix Lao.

New Poster

Re: Screen Saver / Tuner Glitch with New X1 Update?

Yes, there is a major side effect. If you happen to turn on your TV and there is no screen saver, your picture will lock up when you try to play a recording. At least mine does. 

Official Employee

Re: Screen Saver / Tuner Glitch with New X1 Update?

Hello All, 

 

For those of you still having this issue, please reach out to me in a private message so I can reach out to the advanced techs and engineers again. In the body of this message please verify your first and last name, and the account number or phone number associated with your services. I apologize for the inconvenience and hope we have this taken care of soon. 

 

To send a private message click on my name "ComcastChe", then click private message me. 

 

 

Frequent Visitor

Re: Screen Saver / Tuner Glitch with New X1 Update?

I still see 86.0.2, though the system was on and had full connectivity.

Contributor

Re: Screen Saver / Tuner Glitch with New X1 Update?

Noticed no screen saver this morning.  Checked updates for our dvr--- same as you.  Agree, will wait & see if corrected after several days to know has been corrected. 

Regular Contributor

Re: Screen Saver / Tuner Glitch with New X1 Update?

Noticed my software was updated from 86.0.2 to 86.1, still dated 5/3.  No screen saver this morning which is positive news ... but I'm waiting for several days in a row without the screen saver to call this one.

Frequent Visitor

Re: Screen Saver / Tuner Glitch with New X1 Update?

I'm in NJ and still had the issue as of this morning, also had to reboot the box because it wouldn't connect to the X1 platform. 

New Poster

Re: Screen Saver / Tuner Glitch with New X1 Update?

Still happening in TN on May 15. Last update shows as May 3

Frequent Visitor

Re: Screen Saver / Tuner Glitch with New X1 Update?

Still happening every morning here also. Last update shows as 05/03/18 - 86.0.2. I just did a system refresh but it didn't change anything ( the update date and version are still the same. ). I wouldn't mind this useless screensaver popping up so much if it didn't also stop the buffering of the channel it was last on. A simple "fix" would seem to be for the customer to be to able to disable the screensaver completely. It is a totally useless "feature" for the vast majority of your customers anyway.

Contributor

Re: screensaver

maybe it will also be gone later today when I turn the tv on again.

Glad is working properly for you. 

Contributor

Re: screensaver

When I put my tv on this morning the screensaver was not on.  Glad it has been corrected.

Contributor

Re: screensaver

Have noticed same thing in the morning when first turn on tv.  Nice to know is just not happening to us but interesting to know is system wide glitch (did not know that). 

Frequent Visitor

Re: Screen Saver / Tuner Glitch with New X1 Update?

I have a couple of comments that must be made.

 

First, why is this stream marked "answered" when it has not been answered. Your statement

 

"Our engineering team is aware and in the process of fixing this."

 

is no answer at all, and you know it.  This statement has been made many times in many threads

here in this form for at least four years, and the problem still exists.  It is not "answered" until it

is fixed.

 

Next, one of the other replies to this thread says the conversation has been moved to the 'main' thread,

but doesn't say where it is.  If the discussion has been moved a clear statement should be made as

to where it is.  I have found at least 9 different threads going back at least four years for this same

problem:

 

https://forums.xfinity.com/t5/X1/Screen-Saver-Tuner-Glitch-with-New-X1-Update/m-p/3086654
https://forums.xfinity.com/t5/X1/Screen-saver-on-TV-keeps-turning-on/m-p/3045440
https://forums.xfinity.com/t5/TV-Archive/Screen-saver/m-p/2779539
https://forums.xfinity.com/t5/TV-Archive/X1-randomly-turns-on-screen-saver/m-p/1757595
https://forums.xfinity.com/t5/TV-Archive/TV-starts-up-with-screen-saver/m-p/2154050
https://forums.xfinity.com/t5/TV-Archive/TV-screen-changes-to-xfinity-screen-saver-at-1-45-am-every/...
https://forums.xfinity.com/t5/X1/Disable-Screensaver/m-p/2478482
https://forums.xfinity.com/t5/TV-Archive/Screen-saver/m-p/2607010
https://forums.xfinity.com/t5/X1/X1-Screensaver-comes-on/m-p/2076834

 

It is now long past the time you stopped giving us the same old excuses and flim-flam, and gave us a real

answer.  You can start by explaining WHY there is a screen saver, and why it has a 5 hour time limit.

 

Perhaps if you talked to us honestly and gave us a real answer with a real reason why you're doing this

you would have a much better relationship with your customers.

Contributor

screensaver

For about a week now every time I turn my tv on first thing in the morning only a screen saver comes.  I understand it i a national problem but I was wondering why it is taking so long to be corrected.

New Poster

Disable Screen Saver

Ok, I set the screen saver to 5 hours. It's fine while I'm watching. However, when I turn the set off overnight, the screen saver appears when I power on.

I really don't want or need the screen saver. This only began a few days ago. I've had my system for over 3 years and never saw a screen saver until recently.

Expert

Re: X1 DVR system Screensaver Issue


@gdawg09 wrote:

Thanks for the interest but no, it's not the TV. In fact, the Comcast box almost never "sees" a TV display as I use it to tune to TV Japan continuously and my external Analog DVR records from the video out from the X1 box.


my apologies, the problem now has been recognized. moving this thread to the big thread on the issue. no resolution yet.


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
Frequent Visitor

Re: Screen Saver / Tuner Glitch with New X1 Update?

I am experirencing the same issue, I thought it was Comcast spying on me! Thanks for your thorough explanation of the problem. Guess all we can do is wait until it is resolved.

Regular Visitor

Re: X1 DVR system Screensaver Issue

Thanks for the interest but no, it's not the TV. In fact, the Comcast box almost never "sees" a TV display as I use it to tune to TV Japan continuously and my external Analog DVR records from the video out from the X1 box.

Valued Contributor

Re: Screen Saver / Tuner Glitch with New X1 Update?

I find it very interesting that comcast seems to put out many firmware updates that create the customers problems, then it seems to take forever or never that they get fixed.  Does comcast do any testing prior to pushing these updates out????  From my standpoint it does not seem like it.  We have been told that comcast is working on a fix for the favorites, that happened in July 2017 but we still have not seen a solution to that problem.  Is this going to go down that same path????? 

Regular Visitor

Re: Screensaver shows when turning on the TV


@jmf1964 wrote:

@jmf1964 wrote:

I'm having the same issue as the previous poster. I also use my tv as an alarm clock, in the morning when the tv comes on the screensaver is already active. It has happened every morning this week, i have verified that there are no menus on screen when turning off the tv. Any way they can rush that update through to resolve this problem. For what i am paying for the service i shouldn't have to deal with this.


The screen saver was on again this morning when i turned on the tv.

I think I have found a work around, the screensaver seems to be activated after the nightly update, I changed the update schedule to a point later in the day. The ss will probably still come on, but later, and should not interfere with the alarm clock function, but i don't know if this will work untill i turn the tv on tomorrow morning.

Go to settings>>preferences>>daily update and chose a different time for the update.


After changing the update time to later in the day, the screen saver was not on this morning when the tv's alarm clock function kicked on and tuned to the desired channel

Frequent Visitor

Re: Screen Saver / Tuner Glitch with New X1 Update?

ComcastChe....as of this morning, 5/14, the screen saver problem is still occuring. At least for me it is.

Frequent Visitor

Re: Screen Saver / Tuner Glitch with New X1 Update?

I'm having the same problem. When I turn it on in the morning, it shows the screen saver. It used to be on the channel it was on when I shut down the night before. Irritating.

Frequent Visitor

Re: Screen Saver / Tuner Glitch with New X1 Update?

The problem is worse than I thought.  I just reviewed a recorded program I had set up and the screen saver came on in less than the 5 hours the receiver was set for.

Frequent Visitor

Re: Screen Saver / Tuner Glitch with New X1 Update?

Yes, after one good night which must have been a glitch, the screen saver is back in a worse form. After getting out of the screen saver the screen is black.

 

I think it's time to escalate this problem to the content providers, to Comcast upper management, and to the various government agencies that regulate cable TV.  If any of you  live in a community that has an oversight committee now is the time to talk to them.

New Poster

Re: Screen Saver / Tuner Glitch with New X1 Update?

I just saw this thread after I posted my issue with the screensaver. I am still having this issue in Western PA. It is annoying.

New Poster

Screensaver Coming on Overnight

The screensaver started coming on after TV has been off overnight. I have had this X1 box for about a week or two and it never did this during that time.. When I would turn the TV on after being gone all day or overnight it would just go to channel it had been on previously.

 

This is odd and I am wondering why it is doing this. I do not have the menu guide on and do not have on demand on when I turn off the tv. It is on a channel.

 

Actually for 2 days it seemed to have resolved but today it is back again. Not something that is a big deal but it is annoying.

 

Everything is new as an electrical issue in the area totally fried my system. I have a new modem and a new Comcast X1 box and have been happy with everything except this new issue.

 

Any suggestions?

New Poster

Re: Screen Saver / Tuner Glitch with New X1 Update?

Still have this problem here in Seattle.  Additionally, after the early morning reboot, scheduled DVR recordings are missed.  This is completely unacceptable.

I just got this new X1 DVR with the new updated remote two days ago.  My older X1 DVR was only a year old, but had to give it up because I switched accounts.

This morning, I got the screen saver.  Got out of the screen saver into a black screen.  I had to physically turn the box off and on again to get out of the black screen.  It then went to section to pair my remote (which was already paired)

I don't know what the problem is, but this is a DVR freshly manufactured in Pittsburg less than four weeks ago.

Something is really messed up here and the techs over the phone are worthless.

Regular Contributor

Re: Screensaver shows when turning on the TV


@Skeetieboo wrote:
This just started this week 5-7-18... In the morning when I turn on my TV, I only see the screensaver-and no sound. I have to hit exit to get the channel to come on. Its like a hotel tv... you get Comcast messaging first.

The issue is that I use my TV as an alarm clock in the am. My TV is scheduled to come on at a certain time, and now it doesn’t have sound to wake me up. I ended up late for work twice already😕. This isnt (or wasn’t) tied to the previous screensaver delay setting, because the TV turned off at night before the timer would trigger that screensaver to come on... so this is new. Oh joy. I need the ability to stop this from happening...is that possible to change back to the way it was??

Same problem here. I don't use the alarm clock thing. but when I turn on my tv in the morning the screensaver is on. Been happening for a few days now. Not the worst thing in the world but somewhat annoying. Just hit the exit button and it goes away but the first time or two I would just turn on the tv and walk away and not hear anything and it surprised me

Frequent Visitor

Re: Screensaver shows when turning on the TV

"I think I have found a work around, the screensaver seems to be activated after the nightly update, I changed the update schedule to a point later in the day. The ss will probably still come on, but later, and should not interfere with the alarm clock function, but i don't know if this will work untill i turn the tv on tomorrow morning.

Go to settings>>preferences>>daily update and chose a different time for the update."

 

I did not take this into consideration when I posted my message saying the screen saver did not come on.

I often change the time the update takes place to different times of the day, depending upon what I plan

on watching, so the update won't interrupt me.  I think I did change the update time yesterday.

 

I will have to start keeping records of when I change the update time and when the screen saver comes on.

However, I did set the update time yesterday to occur between 10:00 PM and 12:00 PM, and the screen

saver was not running at 5:30 AM.  So it looks like the screen saver did not activate after 5 hours.

Frequent Visitor

Re: Screensaver shows when turning on the TV

I saw the same thing many of you did, and I also called support and opened a ticket.  I got an E-mail response which said "Per checking, currently the option we have to when the screen saver will start are 5 minutes, 15 minutes, 30 minutes or 5 hours. However, rest assured that our Engineers are working on constantly improving the service and add more future features/options.
We apologize for any inconvenience this has caused you."

 

I replied to this with a long, firm, but civil message explaining that this problem has happened before; as long ago as last October (when I first started using xFinity), that it wasn't happening for some time, and started again a few days ago.  I also gave an explanation of why their "screen saver" actually did the exact opposite of what a screen saver was supposed to do, and why it made no sense for there to even be a screen saver: or if they must have one, why it should be possible to turn it off, or at least have the limit be much longer than 5 hours.  I have not received a response to that.

 

However, this morning I found that the screen saver did not kick in overnight, so perhaps they have made a change.  But the settings still have a maximum limit of 5 hours, which means that the problem really hasn't been fixed, and Comcast hasn't given any sort of proper explanation of why there is this limit, and why they can't (or won't) fix something as simple as this.

 

So I am going to make a suggestion.  The next time this happens, I suggest you contact the content provider (i.e., the people who run the channel you want to watch), and tell them what Comcast is doing.  Let them know that Comcast is limiting the number of hours you can watch their channel.  Since they can only survive as a business if people watch their content, perhaps they would like to know that Comcast is placing this limit on their viewers; and perhaps Comcast will pay more attention to them if they complain than Comcast pays to us, their paying customers.

 

At least it's worth a try.

Contributor

Re: Screensaver shows when turning on the TV

ComcastAndrew and Robertwy,

Why do you have a link in your posts that just point back to this thread?  Did you intend them to go somewhere else?

 

EDIT:  DIsregard.  I see now that mutliple treads have been merged into this one thread, including the ones you guys linked to.  Thanks to all for not jumping down my throat and making me feel like an even bigger fool than I already do.

Regular Visitor

Re: Screensaver shows when turning on the TV


@jmf1964 wrote:

I'm having the same issue as the previous poster. I also use my tv as an alarm clock, in the morning when the tv comes on the screensaver is already active. It has happened every morning this week, i have verified that there are no menus on screen when turning off the tv. Any way they can rush that update through to resolve this problem. For what i am paying for the service i shouldn't have to deal with this.


The screen saver was on again this morning when i turned on the tv.

I think I have found a work around, the screensaver seems to be activated after the nightly update, I changed the update schedule to a point later in the day. The ss will probably still come on, but later, and should not interfere with the alarm clock function, but i don't know if this will work untill i turn the tv on tomorrow morning.

Go to settings>>preferences>>daily update and chose a different time for the update.

Regular Contributor

Re: Screen Saver / Tuner Glitch with New X1 Update?

I noticed the same thing starting a few days ago. When I turm on the TV in the morning I noticed there was no buffering of the channel that was on, so I could not jump back and catch the local weather. Today, I turned the TV on with the TV remote and saw that there was a screensaver..

Checking the Preferences, I see there is NO OPTION TO TURN IT OFF!

I see that it is supposed to work only if you leave it on a menu, but how can you let this happen?

 

Regular Contributor

Re: Screen Saver / Tuner Glitch with New X1 Update?

Still no fix here. Same 5/3 version on my box with the issue. Happens on XG2 and XG1v3. 

Expert

Re: Screen Saver / Tuner Glitch with New X1 Update?


@mikebox121 wrote:

I still have the same problems in Chicago.


my version is still the new one but the problem ended on xg1 and xg2. be sure to check device settings, power to be sure power saver new menu line is 'off'


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.

If you'd like information about the Expert program, you can find it here(updated).
Frequent Visitor

Re: Screen Saver / Tuner Glitch with New X1 Update?

I still have the same problems in Chicago.

Frequent Visitor

Re: Screen saver turns on during live TV and stops the signal?

This also seems to be the same issue as posted here: https://forums.xfinity.com/t5/X1/Screensaver-shows-when-turning-on-the-TV/m-p/3089748#M149290, but it my case turning on the TV or keeping the TV on does not prevent the problem.

Frequent Visitor

Screen saver turns on during live TV and stops the signal?

This seems to be similar to the issue found here: http://forums.xfinity.com/t5/X1/TV-Screen-goes-to-the-Screen-Saver-for-no-reason/td-p/2930527

 

About amonth ago I started noticing that live TV would show the screen saver after some time without using the remote. But audio and the stream would remain so I would click a button on the remote and rewind a little if necessary and everything would be good.

 

However, this week the problem has gotten much worse because when the screen saver turns on, the voume turns off and when I click a button it goes to live with the dots like changing channels and then I no longer have the options to rewind. 

It appears that the DVR reciver goes into power saving mode during live TV and I loose whater I may have been watching at the time.

 

As suggested in the ther post, I have tried restarting the reciver, pulling power for a few minutes and doing a system refresh wihotut success.

 

I have changed the screensaver settings from 5 minute to 5 hours and it still turns on.

In the power settings I have power mangament dissabled, but it still does not help.

 

The screen saver does not turn on when watching a recorded show, but once I finish the recording I do not have any of the live TV from the last channel I was on just like after the screen saver turn on, so I cannot rewind the live TV.

 

This has become very problematic as I cannot watch anything live for a good amount of time without a recording.

Frequent Visitor

Re: — Screensaver Turns On Everyday Fiasco —

Thank GOD! 
When?

Silver Problem Solver

Re: — Screensaver Turns On Everyday Fiasco —

https://forums.xfinity.com/t5/X1/Screensaver-shows-when-turning-on-the-TV/m-p/3089748#M149290


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.
Frequent Visitor

— Screensaver Turns On Everyday Fiasco —

PRIORITY:HIGH
To Whom It May Concern.

 

I turn the TV off at night. I have a VCR set to record the news that evening at 6:30PM to 7:00PM.

 

I come home and turn on the TV/VCR and the Screensaver is usually on UNLESS I HAPPEN TO TICK THE "EXIT" BUTTON ON THE REMOTE! —I'll end up recording the Screen Saver from 6:30PM to 7:00PM and NOT the channel or program I had it set to. This means I'd have to turn on the TV everyday prior to the record time in order NOT to record the Screensaver. This is just happening about a week ago.

 

The Screen Saver is set to (5) five hours and always has been. 

 

A Comcast tech via phone call "reset/refreshed" the system and it did not solve the problem. 

 

I'd like to ask COMCAST is this a  known "Bug" or part of a failed software platform that they never have truly addressed?!?

 

Thank you COMCAST in advance for your Care, Cooperation and Attention to this matter that has plagued perhaps millions of paying customers for years...

Respectfully, Dinoboom


 

Valued Contributor

Re: Screensaver shows when turning on the TV

Yep, from what I can see comcast made a change this week to the power down and screen saver software.  STB's do not seem to shut off now unless you go in and turn the boxes off manually.  After 5 hours with no activity to the STB then the screen save mode trips in.  At least this is what I have seen.  I spent 4 hours on the phone with Tier 1, 2, and 3 yesterday because of the issue with the change made that took place with the power down option feature.  The interesting thing was NOT ONE OF TIERS OF SUPPORT that I was talking with were aware of the changes that took place in the firmware this week.   I found that very interesting, but am not surprised.  Also there had not been any notification to the customers that these changes were taking place.  Once again comcast shows the lack of customer focus as well as their lack of communications within their own support organizations.

Regular Visitor

Re: Screensaver shows when turning on the TV

I'm having the same issue as the previous poster. I also use my tv as an alarm clock, in the morning when the tv comes on the screensaver is already active. It has happened every morning this week, i have verified that there are no menus on screen when turning off the tv. Any way they can rush that update through to resolve this problem. For what i am paying for the service i shouldn't have to deal with this.

Official Employee

Re: Screensaver shows when turning on the TV

New Poster

Screensaver shows when turning on the TV

This just started this week 5-7-18... In the morning when I turn on my TV, I only see the screensaver-and no sound. I have to hit exit to get the channel to come on. Its like a hotel tv... you get Comcast messaging first.

The issue is that I use my TV as an alarm clock in the am. My TV is scheduled to come on at a certain time, and now it doesn’t have sound to wake me up. I ended up late for work twice already😕. This isnt (or wasn’t) tied to the previous screensaver delay setting, because the TV turned off at night before the timer would trigger that screensaver to come on... so this is new. Oh joy. I need the ability to stop this from happening...is that possible to change back to the way it was??
Regular Contributor

Re: Screen Saver / Tuner Glitch with New X1 Update?

Still not working today...