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Blue screen

Frequent Visitor

Blue screen

Since thunderstorm last Wednesday, I have had nothing but a blue screen. Audio over optical works fine and changes as I change channels. But I am not getting any video. Connected via hdmi using redmere cable.
Has been working flawlessly for months. I've rebooted, dis/reconnected power and hdmi, confirmed input. Countless "signals" sent via self serve app, and 2 different comcast techs. One I spoke to on the phone for over an hour, the other I wasted another hour with, via chat. Both assured me "this will definitely fix the issue". It didn't, either time. Both assured me at the end of our sessions, that I would get an email with support ticket info, to follow up. Never got any email either time - that alone is entirely unaccceotable!) Sigh.
Each time I reboot the x1dvr, I initially get a black screen that says "welcome to x1 platform", so I know signal is getting to the display, the hdmi cable is fine, the display is working and set to proper input. But when the boot completes, the screen goes solid blue, but I get audio. And when I shut the x1 off (remove AC) or disconnect hdmi, the screen goes from blue to black, so the blue is definitely coming from the x1, not a default screen on the display.

Anyone have any other suggestions, or ability to confirm the x1 box being the issue? I can't bear to waste any more time with the laughably-lame Comcast support - especially since I seem to be getting blown off, and there's never a ticket issued documenting my previous support follies, so I have to start over each time ("Is your x1 box plugged in to power, sir?" Cmon!
Also note that both times I've contacted "support" I requested escalated or tier2 support from the start, and numerous times during the exchanges, and both reps "talked me out of it" - essentially refused).

Is there any way I can reach anyone at Comcast who is technically /analytically savvy on the issues (rather than clearly following a very weak and rigid support script), can communicate professionally, and has at lease basic grade-school-level mastery of spoken English?

And am I insane to think I can get a tech to bring a new x1dvr to me, rather than me having to waste more of my time driving n standing in line?

Open to suggested next steps.
Thanks in advance gurus!
Tags (3)
Expert

Re: Blue screen


rpm-nj wrote:
Since thunderstorm last Wednesday, I have had nothing but a blue screen. Audio over optical works fine and changes as I change channels. But I am not getting any video. Connected via hdmi using redmere cable.
Has been working flawlessly for months. I've rebooted, dis/reconnected power and hdmi, confirmed input. Countless "signals" sent via self serve app, and 2 different comcast techs. One I spoke to on the phone for over an hour, the other I wasted another hour with, via chat. Both assured me "this will definitely fix the issue". It didn't, either time. Both assured me at the end of our sessions, that I would get an email with support ticket info, to follow up. Never got any email either time - that alone is entirely unaccceotable!) Sigh.
Each time I reboot the x1dvr, I initially get a black screen that says "welcome to x1 platform", so I know signal is getting to the display, the hdmi cable is fine, the display is working and set to proper input. But when the boot completes, the screen goes solid blue, but I get audio. And when I shut the x1 off (remove AC) or disconnect hdmi, the screen goes from blue to black, so the blue is definitely coming from the x1, not a default screen on the display.

Anyone have any other suggestions, or ability to confirm the x1 box being the issue? I can't bear to waste any more time with the laughably-lame Comcast support - especially since I seem to be getting blown off, and there's never a ticket issued documenting my previous support follies, so I have to start over each time ("Is your x1 box plugged in to power, sir?" Cmon!
Also note that both times I've contacted "support" I requested escalated or tier2 support from the start, and numerous times during the exchanges, and both reps "talked me out of it" - essentially refused).

Is there any way I can reach anyone at Comcast who is technically /analytically savvy on the issues (rather than clearly following a very weak and rigid support script), can communicate professionally, and has at lease basic grade-school-level mastery of spoken English?

And am I insane to think I can get a tech to bring a new x1dvr to me, rather than me having to waste more of my time driving n standing in line?

Open to suggested next steps.
Thanks in advance gurus!

on your Xfinity remote press the following buttons -- exit exit exit 720

 

If no picture then power down reboot the cable box.



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Official Employee

Re: Blue screen

It's possible during the storm that the hdmi port on the dvr was damaged. Since audio is working it's a safe bet the dvr is ok but you'll need to swap it. Assuming you've tried different devices on the hdmi port of the tv (to rule out the tv's hdmi port) and different hdmi cord.


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Frequent Visitor

Re: Blue screen

Thanks for the reply @Rustyben.
The code did something and the blue picture and audio both blinked immediately but then went right back the the way they were. Powered down and rebooted box. During reboot a got a period of all-red screen, as opposed to all-blue. But in the end I am back to where I was. Thanks anyway. Any other thoughts?
Frequent Visitor

Re: Blue screen

Thanks @ComcastAndrew.
My x1 is in a media closet and rather difficult to get to. I don't have another hdmi-output device to easily connect to my tv, and I'm using a 45' redmere hdmi cable and don't have a spare.
Since I get the "welcome to x1" boot screen, im concluding that:
1. Hdmi output on x1 is probably ok.
2. Hdmi input on tv is ok.
3. Hdmi cable is ok.

Btw, the tv is an old philips 720p plasma.

Any further suggestions I can try before I try swapping the box?
Isn't there a way to get to a "singal strength" type screen on x1? Thought I remember from initial install - showing frequencies and gain levels etc. this might further test/validate any of the pieces of the puzzle above, even if it doesn't show any issue directly (like a failing x1 component, port, etc).
Official Employee

Re: Blue screen

Signal levels are well within spec. If you can, use a second tv and see if it replicates it or not.


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New Poster

Re: Blue screen

I had the same exact issue. In hopes of avoiding comcast custoner service, I found this forum. Exit exit exit 720 resolved my issue. My screen went from blue to black, I turned off the tv, turned it back on and picture was back. I still don't know what caused the problem, there was no storm, it had worked last night. But thank you to the person who posted this solution.
New Poster

Re: Blue screen

Exit, exit, exit 720 worked for me too, had to do it twice.
New Poster

Re: Blue screen

You pressed Exit three times and entered the numbers 720?  Why would you even think of doing this and why would this change anything?  

Silver Problem Solver

Re: Blue screen


cav888 wrote:

You pressed Exit three times and entered the numbers 720?  Why would you even think of doing this and why would this change anything?  


It changes the STB output resolution to 720p.  Some TV's need that resolution to work with X1.

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Contributor

Re: Blue screen

I had Xfinity installed three days ago.  Every morning I wake up to the blue screen and fight to get it back to normal.  What is causing this?   When I go to bed, it’s working fine.   I have a 4K Samsung TV....don’t blame that, it worked fine for two years with Dish.    Could it be the nightly “reboot” that is scheduled as an update?

Silver Problem Solver

Re: Blue screen

I don't have a 4k TV but try changing the Power Saver settings.  Remember that the X1 box is supposed to be on 24/7.  You didn't say which X1 box you have.

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Contributor

Re: Blue screen

Hi Robert!  I have not setup any power saving options to date.  The model of the box is XG1v4-A.   The model is AX014ANC.   It keeps getting better now.   This evening, we turned off the TV for a few hours, turned it back on to crystal clear sound, and a black screen.  Faught with it for another 30 minutes before I pulled the plug on the XG1v4-A, and it finally came back to picture.  Also, Netflix works perfectly fine.   Fortunatly, I have not paid my first bill yet.   Had a service tech out this morning, again, to replace the small box for another TV.   That one was overheating.   I told him about the blue screen and he informed me that "that's weird.  A real hit or miss problem."  

 

Seems like lots of people post about these issues, but nobody has a solution.  

 

Official Employee

Re: Blue screen

The power saving is on by default. Press the channel up/down or the Xfinity button to wake up the DVR. You can change the power saver to off

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Contributor

Re: Blue screen

Nope...Power Saver is not on, and never has been.  Went over that with the first tech that installed the system.   BTW, the TV. Is a Samsung UN65KU6290F.

Contributor

Re: Blue screen

Update...I woke up to a crisp blue screen again today!    What’s the next step?   Remember, never had this issue with DISH tv.   

Silver Problem Solver

Re: Blue screen


@Juskray47 wrote:

Update...I woke up to a crisp blue screen again today!    What’s the next step?   Remember, never had this issue with DISH tv.   


Next thing I would do is schedule a tech visit.

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Regular Contributor

Re: Blue screen

My xi5 is doing this now blue screen and I’ve tried to restart it a few times I’m thinking replace the box I have a tech coming tomorrow hopefully with XI6 instead of the XI5 I still can’t pick these up at a store correct Andrew ?
New Poster

Re: Blue screen

Had blue screen. Rebooted and nothing. Used the solution posted here of "exit exit exit 720" and it turned off the tv. When I turned it back on it was back to normal.
New Poster

Re: Blue screen

We are having the same problem we had before with a blue screen, and back in July a technician came, gave us a new box, and it was working until 3 days ago.  Now we are back to the blue screen - did multiple reboots/refreshes, and still a 

problem .  Our choice is to either have someone come to the house, or  take the

box to a comcast location, in which we decided to do that.  So that's a day wasted.

So upset with comcast.  We have wasted hours on the phone with them, and with

many levels of tech people. 

Expert

Re: Blue screen


@pcpatty52 wrote:

We are having the same problem we had before with a blue screen, and back in July a technician came, gave us a new box, and it was working until 3 days ago.  Now we are back to the blue screen - did multiple reboots/refreshes, and still a 

problem .  Our choice is to either have someone come to the house, or  take the

box to a comcast location, in which we decided to do that.  So that's a day wasted.

So upset with comcast.  We have wasted hours on the phone with them, and with

many levels of tech people. 


what is shown on the blue screen? do you have normal sound while seeing the blue screen?



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New Poster

Re: Blue screen

The sound is still there - but no picture - just a blue screen.

Silver Problem Solver

Re: Blue screen


@pcpatty52 wrote:

The sound is still there - but no picture - just a blue screen.


Try re-seating both ends of the HDMI cable.

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Contributor

Re: Blue screen

Have experienced this issue for the last six months.  No fix in site.   Seems more people are reporting this Comcast problem lately.   Fingers crossed for a fix in 2019.

Silver Problem Solver

Re: Blue screen


@Juskray47 wrote:

Have experienced this issue for the last six months.  No fix in site.   Seems more people are reporting this Comcast problem lately.   Fingers crossed for a fix in 2019.


I have three X1 DVR's and two X1 XG2 boxes.  The only tme I've seen a blue screen was when some cable wasn't seated properly.

I even had an issue with the cabling in the attic and once with the cable that came into my home.

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New Poster

Re: Blue screen

**We used VHS wires & Voilà -  picture is not great but we have TV. ** 

Earlier We swapped box, thinking it broke, come home & same problem.

  It’s definitely problem w/Comcast box & hdmi output, it tries to connect, boots up, then searches for signal, back to welcome & then to constant blue.   I don’t know if they did a recent update that’s causing this & fix it fast.  

Tech service was painful, he read from list of  troubleshooting actions

(we did already 2x)nothing more, threw in the towel before we did.

Very little knowledge & input esp for Tech support, you should know more than a commoner.  

Anyway give that it try, hope it works for you.  They should already be working to resolve  this NUISANCE.. let me know 

Tags (1)
New Poster

Re: Blue screen

When I get the blue screen, I cycle through all the inputs using the button on the remote, it changes to a black screen on the others and when I get back to the TV one everything is OK. Not ideal, but works every time.

Official Employee

Re: Blue screen

Hello everyone! For anyone here having troubles with a blue screen, please be sure to check your HDMI cable first to make sure it is secure and undamaged. You may need to unplug and re-plug the cable or replace it. If you are still having troubles please let me know so I can assist you further.


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Contributor

Re: Blue screen

Have changed the HDMI cables a half dozen times.  All high speed HDMI.  Most provided by the gaggle of Comcast techs I’ve had to my home regarding this issue.   This is not a solution to the problem being reported.   Please stop providing useless fixes for this issue, they are not helping.

Official Employee

Re: Blue screen

Thanks for the reply with an update Juskray47.
Are you also getting the "no signal" message with your blue screen?
Have you had the chance yet to try using a different HDMI port on your TV? Sometimes it helps to switch to HDMI 2 or 3 depending on how many your tv has built in. 


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Contributor

Re: Blue screen


@ComcastTambrey wrote:

Thanks for the reply with an update Juskray47.
Are you also getting the "no signal" message with your blue screen?
Have you had the chance yet to try using a different HDMI port on your TV? Sometimes it helps to switch to HDMI 2 or 3 depending on how many your tv has built in. 


Yes @ComcastTambrey, I have been dealing with this issue since Xfinity was installed over six months ago.  Several visits from tech.  House retired twice.  Changed HDMI cable at least five times, always by a Tech.   Changed HDMI ports and video resolution more than I can count.   Changed setting of screen saver per phone support several times.   Unfortunately, at this point I have accepted the issue as an inconvenience.   Everyone reading this thread should realize that this is a systematic problem with the Xfinity DVR.   It does not affect every television, but is not brand specific.   Your customers have reported this same issue with Samsung, Sony, Visio, and LG sets, to name a few.

Official Employee

Re: Blue screen

Have you had the chance to either replace the DVR, try the DVR on a different TV, or tried a different device like a DVD player on those same HDMI ports to see if you have the same troubles?


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Official Employee

Re: Blue screen

 As there have been no new comments in some time, I have closed this thread to further comments. If anyone here still needs assistance, please feel free to start a new thread. 


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