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X1 audio dropouts on 4K XG1v4-A cable box

Frequent Visitor

X1 audio dropouts on 4K XG1v4-A cable box

I have been experiencing audio dropout issues with the new X1 4K cable box (XG1v4-A). This has been plaguing me since I got the new 4K box in December. Audio seems to cut out periodically or gets jittery/robotic when watching TV or utilizing On Demand and Streaming App services (Netflix, Amazon Prime, YouTube). This is sometimes alleviated temporarily by changing the channel, stopping and restarting the on demand or streaming show. Most of the time, a reboot of the cable box resolves the issue for a little while, but it eventually comes back and is so annoying. I am running a brand new Samsung UHD TV with a Sony 4K home theater receiver. HDMI is connected from cable box to TV HDMI input and then I utilize the HDMI ARC to the receiver. This occurred with my previous UHD 4K TV as well. (Replaced in January). I have tried the following- - Replaced all HDMI cables with brand new ones. - Changed TV HDMI input to 3 other ones with no change. - Changed Coax cable from wall to cable box. - Had signal strength checked and refreshed. Signal is strong. - Changed from HDMI ARC to optical cable between TV and home theater receiver. - Verified that audio issue is not seen with Blu-ray Player, PS4, Xbox, and Smart TV streaming apps. Only the cable box. - Verified that HDMI CEC (Anynet+) is enabled on all devices and also toggled it off and on after rebooting the cable box. - Got a new 4K cable box with the same result. - Changed cable box audio setting from Auto to Expert with no change. Stereo works fine, but I lose the 5.1 surround sound, which defeats the purpose. - Connected cable box directly to TV via HDMI and used TV speakers. Audio issue still occurred. I am at my wits end here and there is definitely an issue with the 5.1 sound with this 4K cable box. I am hesitant to go replace the box again. I need Comcast/Xfinity to get to the bottom of this audio issue as I am paying good money to have spotty audio when viewing content . Is there another 4K box or a fix for this issue? Please investigate as I am strongly considering other carriers for my TV and Internet service.
Gold Problem Solver

Re: X1 audio dropouts on 4K XG1v4-A cable box

How is the audio getting to the home theater receiver? TOSLINK cable? Replace the cable. TOSLINK cables are notoriously fragile.

Is your receiver indicating that it is receiving 5.1 audio? There might be another setting in the TV to check.

Also, check the audio settings in your TV and turn off any and all "sound enhancement" features. They can cause an over processing of the audio signals.

In regards to audio, X1 boxes are very simple. They offer stereo or 5.1 Dolby Digital. That's it. I have three X1 boxes currently connected to three different audio systems and I cannot duplicate your issues.
Gold Problem Solver

Re: X1 audio dropouts on 4K XG1v4-A cable box

Whoops. Just noticed you are using ARC to feed the receiver audio.

I am not a big fan of ARC and I don't use it. The consumer electronics industry has yet to fully embrace and support ARC.
Expert

Re: X1 audio dropouts on 4K XG1v4-A cable box

I've seen other threads where this was caused on the DVR only when another companion set top box in the home was using the DVR's internal modem. Do you have smaller set top boxes too? if so is there on that is larger than the others (model on the box XG2)? the XG2 has its own tuners and cable modem that the other smaller set top boxes can use instead of the DVR's.



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Frequent Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

Yes, receiver is getting 5.1 audio. I was using ARC to the receiver, but as I mentioned in my post, the current setup is HDMI to TV and then optical/TOSLink cable to receiver. The optical cable is brand new. The HDMI cables are brand new. There are no sound enhancements turned on within the TV. The problem here and what I have seen with numerous other posts on this topic, is that the 5.1 audio coming out of the 4K box is having an issue. I do have another cable box, but it is one of those small boxes that does not have a DVR in it. It is totally random dropouts on audio and there is no pattern or time cadence as to when it occurs. I did also go into the service menu by using the button sequence. (Hold xfinity button for 10 seconds, press down twice, and then press the number 2. This opens up the diagnostic menu. There is no specific audio data or test, but everything looks good coming into the STB. The problem is the output from HDMI. There is no optical out on this box, so the only output to test for audio is HDMI. As I mentioned before, the straight HDMI from box to TV using the TV speakers and cutting out the receiver, still exhibits the audio dropout. I tested this with another 4K TV using the straight box to TV HDMI connection and using the TV speakers and had the same result of audio dropping out. This is my second 4K cable box that has this issue. I really need Comcast to investigate this. The signal is strong to my box, but this doesn't account for potential drops that could occur sporadically coming in from the street/demarcation point that could impact the audio stream. I have seen no issues with video at all.
Gold Problem Solver

Re: X1 audio dropouts on 4K XG1v4-A cable box

How do you know you signal level is strong? Did you check it when in the diagnostic screen?

X1 boxes use a cloud based guide and proven to be extremely signal sensitive. To issues you are describing could be deficient signals.
Frequent Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

Technician measured the signal. There is also a menu selection on the X1 boxes under Comcast labs with a signal meter. The diagnostics also showed a strong signal and audio/video stream.
Gold Problem Solver

Re: X1 audio dropouts on 4K XG1v4-A cable box

You might need another tech for two reasons:

 

1. Not all techs know what too look for. Just last Saturday I had X1 installed at our new house. The suncontractor install tech proclaimed my signals as "just fine" but they are not. The upstream levels are too high which would eventually lead to freezing and lock ups. I have another tech coming today to hopefully do it right.

2. The signal meter in Comcast Labs is over simplified and often inaccurate. That meter can read fine yet you can have severe signal issues, especially on the upstream. That meter only tests a small handful of X1 signals and should NOT be relied on.

I would get another tech out.




@gev75 wrote:
Technician measured the signal. There is also a menu selection on the X1 boxes under Comcast labs with a signal meter. The diagnostics also showed a strong signal and audio/video stream.

 

Official Employee

Re: X1 audio dropouts on 4K XG1v4-A cable box

Hello @gev75, thanks for reaching out to our forums about this audio concern on the 4K cable box! I would be more than happy to further look into this as well as get another tech out if needed. Can you please send me a private message including the full name as it appears on the account and your full name if different? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “send a message". 


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New Poster

Re: X1 audio dropouts on 4K XG1v4-A cable box

@ComcastAmira 

Same issue here with XG1v4-A box, been going on for a long time, every single recording is pixelated, along with audio out of sync. Also happens on live tv, comcast channels only, internet tv is always fine. Netflix and Amazon fine. I tried clicking on your name, but do not see a send message button. I have refreshed and reset numerous times, never changes a thing. Was really bad for GoT this past episode, but then it played fine live on Monday. Thanks for any advise,

Silver Problem Solver

Re: X1 audio dropouts on 4K XG1v4-A cable box


@HopFarmr wrote:

@ComcastAmira 

Same issue here with XG1v4-A box, been going on for a long time, every single recording is pixelated, along with audio out of sync. Also happens on live tv, comcast channels only, internet tv is always fine. Netflix and Amazon fine. I tried clicking on your name, but do not see a send message button. I have refreshed and reset numerous times, never changes a thing. Was really bad for GoT this past episode, but then it played fine live on Monday. Thanks for any advise,


It may be hard to see; it is on the right side of the profile:

Send a message-3.jpb.jpg

 


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Official Employee

Re: X1 audio dropouts on 4K XG1v4-A cable box

Hello @HopFarmr, thanks for reaching out to our Forums! I'm sorry to hear that you are experiencing this audio issue on your 4k box as well. I also watch GOT and I can definitely understand how frustrating that would be when trying to watch. I would be more than happy to further assist you with this. Yes, if you could please send me a private message including the full name as it appears on the account and your full name if different? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “send a message". 


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Gold Problem Solver

Re: X1 audio dropouts on 4K XG1v4-A cable box

Recently I have noticed that ALL 3 X1 of my boxes I have are doing this... not just my XG1V4. But they demonstrate the issue slightly differently.

HOWEVER, the audio dropout is often accompanied be a slight pixelation or blip in the picture.

I have a history of blaming local signal issues (in home) for problems like this. I am almost always right. Many people are quick to blame Comcast software. In the case of this issue I do think it is a network issue outside of the house. I think the problem is too intermittent and unpredictable to be within my house.

If it continues I will invite a Comcast tech out to our house.

Official Employee

Re: X1 audio dropouts on 4K XG1v4-A cable box

Hello @RickGr4, thanks for reaching out and providing us this feedback. We appreciate it! Yes, please do reach out to us if you need any further assistance with this or any other issues or concerns. Thank you and we appreciate you being the best part of Comcast 


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Regular Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

I’m having the same issues. Did you get it fixed?

Frequent Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

No, they are opening a case with national tech support. Clearly an audio driver issue. Lots of reports of the problem, but no movement on a fix.
Regular Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

We just got a new 4K tv and Dolby Atmos sound bar and I’m so disappointed in the audio out of the xfinity 4K box. I hope they do something quickly! Thank you for responding.

Expert

Re: X1 audio dropouts on 4K XG1v4-A cable box


@Kwilt wrote:

We just got a new 4K tv and Dolby Atmos sound bar and I’m so disappointed in the audio out of the xfinity 4K box. I hope they do something quickly! Thank you for responding.


use voice remote 'about'. what is the rest of the line to the right of 'STB version...'?



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Regular Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

AX014AN_3.3p14s1_PROD_sey

Expert

Re: X1 audio dropouts on 4K XG1v4-A cable box


@Kwilt wrote:

AX014AN_3.3p14s1_PROD_sey


same version i have right now.



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Official Employee

Re: X1 audio dropouts on 4K XG1v4-A cable box

Hi @Kwilt

 

Thank you for using the Xfinity Forum. We are in the process of finding a solution for this now. To ensure your audio issues are resolved as well, can you please send me a private message with your first and last name so I can link your account to the national investigation that is open? To send a private message click on my name "ComcastChe", then click send a message. 


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Regular Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

Same problem here - intermittent audio drops since installing the xg1v4 box. Frustrating.

Official Employee

Re: X1 audio dropouts on 4K XG1v4-A cable box

Same problem here - intermittent audio drops since installing the xg1v4 box. Frustrating.

tmirro, shoot me a PM for help with your full name please. 


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New Poster

Re: X1 audio dropouts on 4K XG1v4-A cable box

I’ve had this problem ever since I got the 4K box. Had no problems with my prior DVR box. Any help is appreciated-I might have to go back to the non 4K box which would be something I don’t want to do or maybe switch to Direct TV
Official Employee

Re: X1 audio dropouts on 4K XG1v4-A cable box

@StuartG1

 

Thank you for using the Xfinity Forum. I can help. Please send me a private message with your first and last name. Click on my name "ComcastChe", then click send a message. 


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New Poster

Re: X1 audio dropouts on 4K XG1v4-A cable box

My X1 also loses audio for periods of time. And then will return. How do I get added to the national resolution thread? 

Official Employee

Re: X1 audio dropouts on 4K XG1v4-A cable box

I can help @Kkorsgard. Just send me a private message with your first and last name and I can assist you from there. 


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New Poster

Re: X1 audio dropouts on 4K XG1v4-A cable box

I’m having the same issue.
Official Employee

Re: X1 audio dropouts on 4K XG1v4-A cable box

I’m having the same issue.

B00merang, Hi, thanks for posting. Are you also using 3rd party sound equipment? Are you seeing drops in stereo? 


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Regular Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

I have been having the same problem.  Audio cuts out  for a second every once and a while.  Worse about once or twice a day i cuts out completely and stays that way..  I  switch input to Netflix via TV app and other apps sound is fine. Sound comes back after turning TV off for a while. HDMI from X1 to Samsung QLED 49”   Optical to sound bar.  No Sound out from TV speakers either when this happens.  Very frustrating. Will happen in the middle of a show.  This began happening about 4 weeks ago. Weve had tv and X1 box since November with no problems untik recently

Expert

Re: X1 audio dropouts on 4K XG1v4-A cable box


@Asellitto wrote:

I have been having the same problem.  Audio cuts out  for a second every once and a while.  Worse about once or twice a day i cuts out completely and stays that way..  I  switch input to Netflix via TV app and other apps sound is fine. Sound comes back after turning TV off for a while. HDMI from X1 to Samsung QLED 49”   Optical to sound bar.  No Sound out from TV speakers either when this happens.  Very frustrating. Will happen in the middle of a show.  This began happening about 4 weeks ago. Weve had tv and X1 box since November with no problems untik recently


does your soundbar offer HDMI inputs? If so try in to soundbar out to TV and remove optical cable (very old technology that is outdated). alternatively, remove optical and run HDMI from the HDMI ARC connector to the soundbar. have you tried to test audio when issue is happening by turning down soundbar and turning up TV volume to see if same issue?



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Regular Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

Its not the soundbar connection. The TV speaker doesn’t work either. And the soundbar works fine with Netflix and all other tv apps. The  only cure is to turn the TV off for a few minutes.  It worked fine for months.   Suddenly in March or April complaints began. Was there a modem upgrade performed by Xfinity?  

Regular Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

Does anyone know if the HDMI input audio format is Bitstream or PCM.  My tv has both options. Its set at Bitstream. Will changing that setting make any difference.

Silver Problem Solver

Re: X1 audio dropouts on 4K XG1v4-A cable box


@Asellitto wrote:

Does anyone know if the HDMI input audio format is Bitstream or PCM.  My tv has both options. Its set at Bitstream. Will changing that setting make any difference.


No clue; it won't hurt to try it; you can always change it back.


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Regular Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

I am having the same problem.. but interestingly, only on the mini boxes.. the main 4k dvr is working totally fine.  Could it be that the mini box is too far away from the DVR?  The DVR is upstairs and the two mini boxes are downstairs... it's a 5000 sq ft house.  Comcast would not allow me to get more than one 4k dvr, which is very frustraing.

 

Video and sound drop out even though I've reset boxes several times.

Expert

Re: X1 audio dropouts on 4K XG1v4-A cable box


@char318 wrote:

I am having the same problem.. but interestingly, only on the mini boxes.. the main 4k dvr is working totally fine.  Could it be that the mini box is too far away from the DVR?  The DVR is upstairs and the two mini boxes are downstairs... it's a 5000 sq ft house.  Comcast would not allow me to get more than one 4k dvr, which is very frustraing.

 

Video and sound drop out even though I've reset boxes several times.


go to your local xfinity store and swap out the 'mini-box' for another 4k DVR. limit now is what you can afford per other posts. (I have 4 DVRs)



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Official Employee

Re: X1 audio dropouts on 4K XG1v4-A cable box

char318, if you need another 4K DVR, I can get that sent out to ya! Just send me a private message with your full name so I can get started. We can also take a look at your MOCA network to see if there is a communication issue amongst the boxes. Just click my name and then on the next page, you'll see an option to send me a private message on the top right hand side.  
 


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New Poster

Re: X1 audio dropouts on 4K XG1v4-A cable box

Same exact issue! The responses didn't help, have you fixed it yet? I can't even watch, it drives me insane.
Regular Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

I think I solved my problem... try moving the HDMI cable to a different port on your tv.  When I did, the problem solved.  We think the port went bad on the tv.  Try a different cable to rule that out as well.

New Poster

Re: X1 audio dropouts on 4K XG1v4-A cable box

I suspect X1 boxes need an software update. I had a DTA connected to thid old Sharp TV. My wife has some earring issues so I installed an old Vizio 5.1 sound bar. No problems for more than one year. Last month I had an upgrade from Comcast.  I got a ste-top box that can communicate with the DVR.

 

No problems with the image or with the communications with the DVR. How about sound? No sound whatsoever from the Vizio Sound Bar. When the Tech installed it he told me that in a couple of days the problem would go away. It did not.

 

Why I accuse X1? Well before with the scalled dowt small DTA I had no problems with sound comming from the Vizio Sound Bar. Now nothing. But how I am sure it is the X1 set-top box? Well I have 3 other devices generating image and sound to this system:

1.  Internal off the air broadcast: I can have about 40 local channels. Digital image: pristine, sound from the Vizio belissimo 1.

2. Google Chromescast dongle: No problem whatsoever.

3. Ancient Pilllips DVR player (not even BlueRay); Plays DVD with nice image and wonderful sound.

4. Comcast Infinity X1 set-to-box: Image OK. Sound? only from the louzy speakers of the Sharp TV.

 

Please, please, please: do not tell me to reprogram, reset, rebot the REMOTE CONTROL. The X1 remote is fine. It controls the TV (on an off) and the Vizio Sound bar 5.1 (on and off and volume) so there is not issue with the remote control.

 

By the way I have read that X1 has issues with Samsoung, Sony and Yahamaha sound bar also.

New Poster

Re: X1 audio dropouts on 4K XG1v4-A cable box

Invite a Comcast Tech? Pay $ 70 or $150 for sometimes a not-so well informed person to tell you that:

Signal is weak (why don't I have pxelation?)

It will improve in a couple of days

It is a problem of your equipment. All I am responsible for is to make your TV work

 

... and please watch you bill for the chargeSmiley Sad

New Poster

Re: X1 audio dropouts on 4K XG1v4-A cable box

I’m having the same issue. The new TV box was installed today. Did yours get fixed and what was the issue? 

 

Thanks!

Regular Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

I'm having the same issue on the XG1v4 box. Audio cuts out followed by a quick loss (blank picture) on the TV. Happens intermittently. I've already done the following:

- Replace HDMI cables

-Change audio output settings of TV

-Change audio output settings of X1 box

-Tried non ARC

-Tried using TV speakers instead of sound bar

 

I've narrowed it down to the xfinity box because this issue does not happen for ANY of these other devices plugged into the TV via HDMI (and yes I've also changed the HDMI port of the x1 box)

 

Problem DOES NOT happen with:

PS4

Xbox One X

Nintendo Switch

NVIDIA Shield TV

Google Chromecast

Silver Problem Solver

Re: X1 audio dropouts on 4K XG1v4-A cable box


@sorianocary wrote:

I'm having the same issue on the XG1v4 box. Audio cuts out followed by a quick loss (blank picture) on the TV. Happens intermittently. I've already done the following:

- Replace HDMI cables

-Change audio output settings of TV

-Change audio output settings of X1 box

-Tried non ARC

-Tried using TV speakers instead of sound bar

 

I've narrowed it down to the xfinity box because this issue does not happen for ANY of these other devices plugged into the TV via HDMI (and yes I've also changed the HDMI port of the x1 box)

 

Problem DOES NOT happen with:

PS4

Xbox One X

Nintendo Switch

NVIDIA Shield TV

Google Chromecast


Just an FYI: I have two XG1-v4 boxes and neither have this issue.  That might indicate a difference in the equipment connected to the X1 box.


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New Poster

Re: X1 audio dropouts on 4K XG1v4-A cable box

Unfortunately, the solution was to return the 4K box and get the old HD Dvr box back. Let me know if you found an actual fix
Frequent Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

The issue on this post is only on the 4K box model # XG1v4-A.
Frequent Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box


@gev75 wrote:
The issue on this post is only on the 4K box model # XG1v4-A.

Yeah I saw that.  I don't think its going to matter.

I'll go start a new thread for the new year of no answers.

Expert

Re: X1 audio dropouts on 4K XG1v4-A cable box


@StuartG1 wrote:
Unfortunately, the solution was to return the 4K box and get the old HD Dvr box back. Let me know if you found an actual fix

I decided to upgrade my 55" Vizio M55-C2 TV + Vizio 5.1 Soundbar to a new 65" LG C9 OLED and a new Vizio 5.1.2 Dolby Atmos enabled soundbar. All the related audio dropout issues with my XG1V4 4k box disappeared.

 

Strangely enough, my old gear is now set up in my bedroom, with an Xi6 box hooked up to it, and it doesn't suffer at all from the audio dropout issues... weird. 


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Frequent Visitor

Re: X1 audio dropouts on 4K XG1v4-A cable box

My problem is on one channel more than the others. It is a local channel and the problem seems worse in the mourning. I just switch over to my rooftop antenna. The picture is also much better. 

 

I decided to just deal with it. Dont want to spend endless time on the phone with no results. I'm sure Comcast is aware of this and  hopefully someday they will get it fixed. 

New Poster

Re: X1 audio dropouts on 4K XG1v4-A cable box

I started having this issue about 2 weeks ago and have replaced my box twice now. Repeated audio drop outs. Replaced HDMI cable, changed inputs, etc. I know the issue is with the cable box itself (faulty sound cards?) as other peripherals such as Apple TV, 4K Blu-Ray player and Roku do not have this problem. Using the TVs own internal apps for Netflix, Amazon Prime and Disney+ are all fine, so I know it is not the TV or the inputs. Previous Xfinity tech support blamed the internal cables of the house. When I had DIsh Network and DirecTV, they were using the same internal cables and never had audio or video problems.

 

Trying to install the 2nd box yesterday, the remote that came with it was not paired. I couldn't input any numbers to finish setting up the box. Chatted with Xfinity support and was assured the remote was paired and the non-responding remote was due to a TV outage in our area. This was totally and completely false. After finishing the chat, I tried entering numbers with the TV remote and it worked !!  The Sony TV remote could control the new box, but the supplied remote could not. I eventually completed the set up with the Sony TV remote and then had to pair the included remote. I am not impressed with the level of expertise in the Tech Support. 

 

I don't think I am getting new replacement boxes either, as they all appear to be refurbished units becuase they are cosmetically scratched with no protective plastic wrapped around the unit. What quality assurances are performed before these refurbished boxes are placed back into service ?

 

Overall - not impressed.