artseattle's profile

Contributor

 • 

30 Messages

Monday, April 9th, 2018 12:00 PM

Closed

Picture Freezes, can change channels!

I thought I'd run this by the forum since Comcast hasn't been able to fix this.

About once every two or three days (watch about 3 hours per day), while I am switching channels or selecting a recorded show, my picture will freeze.  I can still hear the sound.  If I change the channel, the picture remains but I can hear the sound of the new channel.  So far, the only fix, is to refresh.  This works everytime but it means I miss a few minutes which is a problem if I'm recording something. If I switch to Netflix via the X1, the picture stays frozen but I hear the Netlix audio.

 

Xfinity has come over twice.  Signal is very strong.  They changed all of my coax cables and also gave me a new X1 box.  Nothing worked.  I even changed the HDMI cables.  Any ideas?

 

PS: Just read other threads describing this same issue.  Can't find any solutions.  I just swapped out the HDMI from my XI to the receiver with a brand new HDMI cable.

 

While the picture is frozen, the internet, phone, and another TV connected through a DTA continue to work.  Nothing seems to "release" the frozen picture (unplugging coax or HDMI).

 

I run the X1 using an HDMI cable to my Pioneer Receiver, which is connected to my TV via another HDMI. 

 

Thanks for any ideas. 

 

Art

 

 

 

This conversation is no longer open for comments or replies and is no longer visible to community members.

Contributor

 • 

30 Messages

7 years ago

Great to have someone to commiserate with! I've noticed that it only seems to happen when I switch to a recorded show. If it does happen it occurs immediately when I press "Start" or "Resume." The frozen screen is right where the recorded show begins to play. One time, I (think) it froze when I began playing a live show which I was also recording at the time. I'm going to keep a log from now on. What I know for sure: The picture has never frozen while I'm watching something live or once it starts playing a recorded show. The picture often freezes when I start to watch a recorded show by pressing "Watch" or "Resume" "Restart" or "refresh" always works to reset (until the next time) Others see a similar pattern?

Contributor

 • 

29 Messages

7 years ago

Recorded shows for me too. But I have to unplug and reboot which takes 5 minutes or so. I can't simply hit refresh or resume as it is locked up.

Contributor

 • 

30 Messages

7 years ago

Are you able to access the Restart button by pressing "A" on your X1 remote? That's how I access it. Hopefully, someone will find a fix for this soon!

Expert

 • 

24.6K Messages

7 years ago


@artseattle wrote:
Are you able to access the Restart button by pressing "A" on your X1 remote? That's how I access it. Hopefully, someone will find a fix for this soon!

on the next two events try unplugging only the HDMI cable (be sure to note which jack it is plugged in to) and after 10 seconds or so plug back in. fixed? 2nd even turn off power button on the physical set top box (puts in standby) for 10-30 seconds then press again. fixed?

Frequent Visitor

 • 

8 Messages

7 years ago

I have the same issue. Wondering if there has been any resolution. The only thing that fixes it is a restart. All other functions of the DVR box work.

Frequent Visitor

 • 

8 Messages

7 years ago

Yes I've tried them all.

Expert

 • 

24.6K Messages

7 years ago


@Matt2131 wrote:
I have the same issue. Wondering if there has been any resolution. The only thing that fixes it is a restart. All other functions of the DVR box work.

did you read and follow the post just above your post?

Expert

 • 

24.6K Messages

7 years ago


@Matt2131 wrote:
Yes I've tried them all.

not enough enformation.... from post above

on the next two events try unplugging only the HDMI cable (be sure to note which jack it is plugged in to) and after 10 seconds or so plug back in. fixed? 2nd even turn off power button on the physical set top box (puts in standby) for 10-30 seconds then press again. fixed?

what happened as you tried the two procedures?

Frequent Visitor

 • 

8 Messages

7 years ago

I have tried unplugging HDMI cables from either end for 10 seconds and has not worked. I have held the button down for a reset when it turns back on it's still the Frozen picture. All other options of the the DVR box work.

Contributor

 • 

30 Messages

7 years ago

I've also tried "Rustyben's" ideas to no avail.  (Still, thanks for ideas)  The freeze doesn't seem to happen as often but I haven't been watching as much.   I also find it interesting that sometimes the "restart" only takes a minute or two and sometimes it takes 5 minutes.

 

Still waiting for a solution.

 

Art

Expert

 • 

24.6K Messages

7 years ago


@artseattle wrote:

I've also tried "Rustyben's" ideas to no avail.  (Still, thanks for ideas)  The freeze doesn't seem to happen as often but I haven't been watching as much.   I also find it interesting that sometimes the "restart" only takes a minute or two and sometimes it takes 5 minutes.

 

Still waiting for a solution.

 

Art


when 'stuck' does channel up unfreeze the picture after a minute or so?

Contributor

 • 

30 Messages

7 years ago

No, nothing seems to "unstuck" the picture except restart or refresh.   Art

Expert

 • 

24.6K Messages

7 years ago


@artseattle wrote:

No, nothing seems to "unstuck" the picture except restart or refresh.   Art


did you respond to @ComcastAmir on his april post to you?

New Poster

 • 

1 Message

7 years ago

Having this same problem. Seems to have started once we got a new Yamaha receiver. The only thing that fixes it is a restart. Which I now have to do almost every time I watch. It has been getting progressively worse. Zero issues with our secondary box, which is connected to a Denon receiver.

Contributor

 • 

30 Messages

7 years ago

Rustyben, yes  I did correspond privately with Amir from Comcast.  If I remember correctly, he was going to have another service person come out.  I declined since a Comcast phone tech told me that they would charge me if another tech came out (two so far).  I decided to live with the problem and hope that someone would figure out what was going on. 

forum icon

New to the Community?

Start Here