X1 Technical Issues

[CCAndrew]

Jdawg, your post and ricks reply were both edited to remove personal info

[Jdawg1]

that i didn't mean to do. great. wish I could delete the post

[tctc]

jk

I haven't tried recording pay per view, but what I got from the transcript is, Comcast has no idea which PPVs will or won't record (based on network restrictions), so they leave the record option there on all of them.  And I assume you won't know until the program starts if it's actually recording or not.

[Jdawg1]

I've seen ppv events, such as ufc, that have no recording option available, so I just assumed this show would record, oh well... too bad though, but that's how they get all the money I guess.

[Rustyben]

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@Jdawg1 wrote:
sorry for such a long post, but anyone have any idea why it wouldn't record? I think conf the option to record is there, the recording should have taken place. Fortunately I was not billed for either order so that's good.

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interesting convo in the log. Is it PPV (actually paid) like on-demand? 

[Jdawg1]

yes and I hit order only, instead of order and record, then I hit record, then it said each program in the time block would show up as individual shows on the dvr. Then i hit the option that said record ppv. I thought it worked only to wake up this morning and see it hadn't recorded. And I suppose tuning to the channel wouldn't have mattered? I assume when you record something that it'll tune to the channel by itself? I don't know how dvr's work.

[myprontopup]

I'm having a new problem with the my X1 DVR when connected to a Sony HD projection TV.  It had been working normally for about a year, and within the last 2 weeks it has been having a problem with the display.  First, when I turn on the TV in the afternoon, the display is "enlarged" such that when I click on the 'XFinity' button (to bring up the onscreen menu), it appears by the menu is off the screen so I can't see it.  If I turn off my X1 box, and then turn it back on it is "fixed".  I suspect this is something that is getting messed up when it does a nightly update (I had a similar problem when I first got my X1 box, and that was eventually resolved).  Anyway, this is a new problem and it's rather annoying to have to reset the box each day to watch TV.

Is this a known problem? 

[The_Bishop]

I'm having an issue with my X1 box. It's an Arris XG1-A.

When I shut my TV down and later turn it on, it will usually default to 720P.  I can manually go to the settings menu and switch back to 1080P, but this is a hassle. Is there a way to lock the box in 1080P? 

The TV is a brand new Vizio P503UI 4K UltraHD.  I have tried several HDMI cables with the same results.

[RickGr4]

This has been and still is an ongoing firmware issue. There is NOTHING you can do about it (unless you dump X1) until Comcast fixes it. That being said, I am sure they are aware...

The 1080i setting will probably "stick" and you won't see any difference...

If you need more info, read the threads about the "2.0 firmware"...

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@The_Bishop wrote:

I'm having an issue with my X1 box. It's an Arris XG1-A.

When I shut my TV down and later turn it on, it will usually default to 720P.  I can manually go to the settings menu and switch back to 1080P, but this is a hassle. Is there a way to lock the box in 1080P? 

The TV is a brand new Vizio P503UI 4K UltraHD.  I have tried several HDMI cables with the same results.

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[The_Bishop]

Well, the 1080i doesn't stick. Hopefully they fix this soon. It would be great to have an option to 'lock' the resolution.

[RickGr4]

This is all an HDMI "handshake" issue and every other company on God's green earth has this figured out...except for Comcast...

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@The_Bishop wrote:

Well, the 1080i doesn't stick. Hopefully they fix this soon. It would be great to have an option to 'lock' the resolution.

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[bigdg]

I just upgraded to X1.  I am having the same issues that you were having - frequent hangups, sometimes the sound goes out and "connecting to server" issues.  It is hard to believe that the problem is signal issues whem the previous xfinity system has worked fine for years and nothing changed except the modem and boxes.

X1 does seem like it is very buggy beta software.  If this is as good as X1 gets, I want to go back to the old system.

[scjohnson312]

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@bigdg wrote:

I just upgraded to X1.  I am having the same issues that you were having - frequent hangups, sometimes the sound goes out and "connecting to server" issues.  It is hard to believe that the problem is signal issues whem the previous xfinity system has worked fine for years and nothing changed except the modem and boxes.

X1 does seem like it is very buggy beta software.  If this is as good as X1 gets, I want to go back to the old system.

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It could very well be signal issues, the X1 boxes have much tighter signal requirements as they have a cable modem (Internet) in them, and if the signal levels are not pristine you will have frequent lockups/slow remote/unable to connect issues. The old boxes didn't have this requirement. In many cases the TV outlets in your home will have much weaker signal than the outlet the Internet modem is on due to splits, cable length, etc.

[bigdg]

I had a cable modem before, triple play, the works.  It all worked fine.  Now I have X1 and many problems

[scjohnson312]

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@bigdg wrote:

I had a cable modem before, triple play, the works.  It all worked fine.  Now I have X1 and many problems

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Yes but that is meaningless unless the modem was using the same physical outlet as X1 is now.

[JoeywitQ]

I appreciate the response to Lobsta. I have the same issues with my DVR, and the technician who installed it appeared very knowledgable and efficient, checking the signal at every outlet prior to the  installation.  There is an amplifier on the line, and yes, it is plugged securely into the outlet. 

The first problem was returning to Live TV after watching a recording. Called customer service and they were unable to connect to the device although it appeared that the problem was resolved while she was on the phone. I will be calling again soon as the extended delays switching between channels (if the channel EVER tunes in) is very annoying, as well as the delayed response to fast forward and play commands from the remote while watching a recording. I have been a TiVo user for over a decade so I know my DVR expectations are a little high, but trying to watch anything on this DVR gets on our nerves. We can stream the recordings to the other device without ANY problems, but unfortunately, that device is not in a room we can always watch TV. 

We are missing our TiVo right now...

[manamok]

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@JoeywitQ wrote:

I appreciate the response to Lobsta. I have the same issues with my DVR, and the technician who installed it appeared very knowledgable and efficient, checking the signal at every outlet prior to the  installation.  There is an amplifier on the line, and yes, it is plugged securely into the outlet. 

The first problem was returning to Live TV after watching a recording. Called customer service and they were unable to connect to the device although it appeared that the problem was resolved while she was on the phone. I will be calling again soon as the extended delays switching between channels (if the channel EVER tunes in) is very annoying, as well as the delayed response to fast forward and play commands from the remote while watching a recording. I have been a TiVo user for over a decade so I know my DVR expectations are a little high, but trying to watch anything on this DVR gets on our nerves. We can stream the recordings to the other device without ANY problems, but unfortunately, that device is not in a room we can always watch TV. 

We are missing our TiVo right now...

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Try pairing your remote to the X1 - the instructions are on the back of the remote.  Good luck.

[Teckx]

Came home today and for some reason my dvr doesnt respond to anything. The remote light flashes on the dvr when i push a button but nothing happens. Eventually the dvr will process a few of the remote commands and freeze up again no responding to the remote

[RickGr4]

Your answer is contained in the post just above yours...

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@Teckx wrote:
Came home today and for some reason my dvr doesnt respond to anything. The remote light flashes on the dvr when i push a button but nothing happens. Eventually the dvr will process a few of the remote commands and freeze up again no responding to the remote

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[Teckx]

Ok so i have a splitter for my coax. Router and x1 dvr. All black channels. Remove splitter connect directly from wall to x1 and it works. Switched out the splitter and all black channels. Not sure what could have gone wrong overnight for this to happen. Now i dont have wifi but i have tv

[RickGr4]

Bad cables??? Try different ones.

Borderline signal quality when using the splitter is very possible. Make sure you are using a splitter with the fewest splits possible. You don't want to use a 4 way or 8 way if a 2 way is all you need. Every additional output costs 3.5db of signal.

Are you doing an X1 self install??? You many need to get a tech out.

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@Teckx wrote:
Ok so i have a splitter for my coax. Router and x1 dvr. All black channels. Remove splitter connect directly from wall to x1 and it works. Switched out the splitter and all black channels. Not sure what could have gone wrong overnight for this to happen. Now i dont have wifi but i have tv

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[JoeywitQ]

Thank you. This has been a slight improvement. The device is a little more responsive, except when attempting to tune in regular (HD) channels after watching a recording. It still takes several MINUTES at times. 

[scjohnson312]

Is the box model number PX013AN?

[Teckx]

I attempted to switch out the splitter with another one i had and the same issue occured. internet and tv do not work with the splitter anymore. i have to go directly from the wall to the x1 dvr. Even when i went back to wall to dvr it didnt work 90% of the time

[RickGr4]

Sorry but you sounds like you may be in over your head here. I highly recommend you get a tech out.

Also, scjohnson has a very good point. If you have that model number of X1 DVR otherwise known as the "V3 Pace" (XG1-P with blue power light and no component outputs) your are going to want to swap that out for one of the other X1 DVR models.

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@Teckx wrote:

I attempted to switch out the splitter with another one i had and the same issue occured. internet and tv do not work with the splitter anymore. i have to go directly from the wall to the x1 dvr. Even when i went back to wall to dvr it didnt work 90% of the time

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[RobertWy]

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@Teckx wrote:
Ok so i have a splitter for my coax. Router and x1 dvr. All black channels. Remove splitter connect directly from wall to x1 and it works. Switched out the splitter and all black channels. Not sure what could have gone wrong overnight for this to happen. Now i dont have wifi but i have tv

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Suggestion; reboot your gateway.

[Teckx]

I found The box model is XG1-A. Not sure if im looking at the right model number though.

i have a tech coming out tommorrow the only problem is we are expecting a huge storm so i am unsure if the tech will be able to make it!

one thing i did notice when turning the dvr box to reset it. if i wait more than 5 minutes it usually connects and shows the tv, anything short of that and it times out establishing connection

[bigdg]

It has been said in this forum the 99% of issue are due to signal strength.  I did find that there is a way to test your signal strength.  I've tried to do this test numerous times at different times of the day and the response is always the the test can not be done at this time.  Is there any other way to test the signal strength, other than calling for a service call?

Thus far, I'm not impressed with X1.

[manamok]

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@bigdg wrote:

It has been said in this forum the 99% of issue are due to signal strength.  I did find that there is a way to test your signal strength.  I've tried to do this test numerous times at different times of the day and the response is always the the test can not be done at this time.  Is there any other way to test the signal strength, other than calling for a service call?

Thus far, I'm not impressed with X1.

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A quick search in the forum turned up this - http://forums.comcast.com/t5/X1/How-to-check-signal-strength/m-p/2015627/highlight/true#M8759

[Rustyben]

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@bigdg wrote:

It has been said in this forum the 99% of issue are due to signal strength.  I did find that there is a way to test your signal strength.  I've tried to do this test numerous times at different times of the day and the response is always the the test can not be done at this time.  Is there any other way to test the signal strength, other than calling for a service call?

Thus far, I'm not impressed with X1.

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that 'test' is just an 'extra' and nothing to do with television (cable) reception of channels that you watch. The signal strength is only showing the internal DOCSIS modem's signal strength (the modem is used primarily for getting the menu and for the APPs.

[lgonzalez51]

I picked up my xp1 box on the 4th they mentioned a servive guy would come out on sat and install a filter on the line in. , got home & hooked it up it up and got the rdk0300 error.
Chatted with tech support and he was able to get it going. Last night turned on TV same issue. I chatted with tech support this morning to get the service guy that was coming to make sure the everything was ok. Guess what I was told that was not possible. If the filter install did not resolve the issue call back and sechudle another service tech to come out. Well I get home and of course it's not working.
I am over Comcast

[RickGr4]

The filter won't solve this. Sorry but you need to get a tech out to your house.

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@lgonzalez51 wrote:
I picked up my xp1 box on the 4th they mentioned a servive guy would come out on sat and install a filter on the line in. , got home & hooked it up it up and got the rdk0300 error.
Chatted with tech support and he was able to get it going. Last night turned on TV same issue. I chatted with tech support this morning to get the service guy that was coming to make sure the everything was ok. Guess what I was told that was not possible. If the filter install did not resolve the issue call back and sechudle another service tech to come out. Well I get home and of course it's not working.
I am over Comcast

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[lgonzalez51]

Why could he not look at it while he was sechudle to be here anyway today, knowing I had a problem , I called early am to notify them.
To tell a customer that is bs.

[CCAndrew]

I picked up my xp1 box on the 4th they mentioned a servive guy would come out on sat and install a filter on the line in. , got home & hooked it up it up and got the rdk0300 error.
Chatted with tech support and he was able to get it going. Last night turned on TV same issue. I chatted with tech support this morning to get the service guy that was coming to make sure the everything was ok. Guess what I was told that was not possible. If the filter install did not resolve the issue call back and sechudle another service tech to come out. Well I get home and of course it's not working.
I am over Comcast
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What's the rdk error? You left off a number 0300... Did it ever work at that outlet? Is it a live outlet?Does it work if you put it where one of your DTAs are?

[CCAndrew]

Why could he not look at it while he was sechudle to be here anyway today, knowing I had a problem , I called early am to notify them.
To tell a customer that is bs.

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It depends on how the service rep set up the job, some jobs ( like adding a filter) has no customer contact, just outside work.

[flafox67]

I'm having an issue where my clients (not the main DVR box) are putting out a buzzing sound like the speakers are blown and they aren't.  I have a service ticket for this and was told it was a software issue.   Sure enough it was fixed.   That lasted a week or so, now the noise is back.   It seems to be the worse on my local ABC channel, but is slightly noticable on the other channels as well.    I'm assuming the software fix was reversed???   When should I expect this to be corrected?   At times, my additional televisions are almost useless as this noise can drive you crazy.

[RickGr4]

Buzzing is rarely if ever a software issue. It is almost always a cable/connection issue. If the problem it happening on more than one client that virtually confirms it is a wiring/connection issue not a software/box issue.

Sorry but unless you can troubleshoot this yourself you are going to need to get another tech out...

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@flafox67 wrote:

I'm having an issue where my clients (not the main DVR box) are putting out a buzzing sound like the speakers are blown and they aren't.  I have a service ticket for this and was told it was a software issue.   Sure enough it was fixed.   That lasted a week or so, now the noise is back.   It seems to be the worse on my local ABC channel, but is slightly noticable on the other channels as well.    I'm assuming the software fix was reversed???   When should I expect this to be corrected?   At times, my additional televisions are almost useless as this noise can drive you crazy.

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[rdmutch]

i have a question: ever since we had an X1 box installed, the HDMI signal from the X1 box resets randomly. it may take a few seconds for it to resest, sometimes it takes more.

Rarely, it does not happen in a day, other days it occurs many times. i have done a lot of checking and testing, it only happens when the X1 box is connected. for example, my PS3 signal (into a different port into the sony amp) will be affected by this issue if the X1 box is connected. As soon as i disconnect the X1 hdmi cable to the back of the amp, the problem goes aways instantly. i feel it is something to do with the X1 signal coming from the HDMI cable. 

This is our 2nd X1 box since we started 8 months ago. The last box got worse and then eventually the signal stopped from the HDMI output of the X1 box. So they replaced it. and yes i have swapped and replaced HDMI cables, ports, bypassed amp, etc.

any thoughts?? this is driving us crazy.

Robert

[rdmutch]

i have a question: ever since we had an X1 box installed, the HDMI signal from the X1 box resets randomly. it may take a few seconds for it to resest, sometimes it takes more.

Rarely, it does not happen in a day, other days it occurs many times. i have done a lot of checking and testing, it only happens when the X1 box is connected. for example, my PS3 signal (into a different port into the sony amp) will be affected by this issue if the X1 box is connected. As soon as i disconnect the X1 hdmi cable to the back of the amp, the problem goes aways instantly. i feel it is something to do with the X1 signal coming from the HDMI cable. 

This is our 2nd X1 box since we started 8 months ago. The last box got worse and then eventually the signal stopped from the HDMI output of the X1 box. So they replaced it. and yes i have swapped and replaced HDMI cables, ports, bypassed amp, etc.

any thoughts?? this is driving us crazy.

Robert

[RobertWy]

You didn't say what TV you have.  I turned off AnyNet (HDMI-CEC) on my Samsung 3D LED TV to help with HDMI handshake issues.  Reading this thread may also help.  

http://forums.comcast.com/t5/X1/X1-Audio-How-does-it-work-and-what-should-I-expect/m-p/2400405#U2400...

[enroberts]

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@RickGr4 wrote:

Buzzing is rarely if ever a software issue. It is almost always a cable/connection issue. If the problem it happening on more than one client that virtually confirms it is a wiring/connection issue not a software/box issue.

Sorry but unless you can troubleshoot this yourself you are going to need to get another tech out...

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@flafox67 wrote:

I'm having an issue where my clients (not the main DVR box) are putting out a buzzing sound like the speakers are blown and they aren't.  I have a service ticket for this and was told it was a software issue.   Sure enough it was fixed.   That lasted a week or so, now the noise is back.   It seems to be the worse on my local ABC channel, but is slightly noticable on the other channels as well.    I'm assuming the software fix was reversed???   When should I expect this to be corrected?   At times, my additional televisions are almost useless as this noise can drive you crazy.

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This is almost always a ground issue or a difference in ground from your AV gear's power and the Comcast feed entering the home.  The ground block is the first place to start.  Let me know if you'd like help scheduling another visit to have the ground checked.

[flafox67]

I would tend to agree but my son who lives near me has the same issue with his X1.

[RickGr4]

The fact that your sons is buzzing is probably coincidental. It may or may not mean anything. Grounding can be a real issue especially if you happen to live in an older area. The cable line running up to your house from the box in the street needs to be grounded at some point. Ground connections can fail over time.

Like I said earlier, if you are not familiar with troubleshooting this sort of thing, call Comcast and get a tech out to your house.

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@flafox67 wrote:
I would tend to agree but my son who lives near me has the same issue with his X1.

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[flafox67]

Thanks! I'll turn in a support call tomorrow.

[Dan_Mc]

I think the key is to not use any existing wiring in home. Have comcast run all new wires through walls from outside and test connection so you know they're good.

[Inhouse-tech]

Comcast will still use existing lines. Everything must be home run to a central location. Meaning it can't be cascades of splitters

[Inhouse-tech]

As long as signal is within spec we use existing lines

[Inhouse-tech]

. To look at your signal on the x1 remote type in
Hold exit for 3 seconds then down down 2 quickly. Will be on system tab and on page 5

[RobertWy]

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@Inhouse-tech wrote:
As long as signal is within spec we use existing lines

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Hmm.  Interesting use of the word "we".  Do we have a "mouse in the house"?