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XG1V4 box HDMI handshake problem

Regular Visitor

XG1V4 box HDMI handshake problem

I have seen several messages/questions in this forum about problems with the XG1V4 box losing its HDMI connection with the TV. But in none of those threads does there appear to be a resolution, so I am going to try to bring up the question/problem again.

 

My setup:

XG1V4 connected via UHD high-speed HDMI cable to Samsung UN65JU6500 TV.

 

Problem:

The TV and XG1V4 work fine together for the whole day. Then, the next morning, when I turn the TV on I get a black screen. I can resolve the problem by rebooting the XG1V4 (obviously not an acceptable way of dealing with the problem). Occassionally, without needing to reboot, I can get the box and the TV to communicate correctly by first connecting the XG1V4 to a much older non-UHD Samsung TV, getting that TV to show correctly, and then connecting the XG1V4 to the UN65JU6500. But that doesn't always work. In any event, even when I do get it to work correctly, it quits working again the next morning. Rinse and repeat.

 

Elsewhere on these forums there have been a couple of suggested fixes. First, turn off PowerSave. I have done that. Second, make sure you have a UHD high-speed cable. I have done that.  Third, make sure that you have the latest firmware on the TV and on the XG1V4 box. I have done that.

 

From reading the various threads on this issue, it appears that it is an HDCP 2.2 issue that is causing the XG1V4 and the TV to have a problem establishing an HDMI handshake. And several Comcast employees suggested that the problem has been sent back to the tech folks to find a solution. But unless I have missed it, I don't see any notice of a resolution.....

Expert

Re: XG1V4 box HDMI handshake problem


@mjpries wrote:

I have seen several messages/questions in this forum about problems with the XG1V4 box losing its HDMI connection with the TV. But in none of those threads does there appear to be a resolution, so I am going to try to bring up the question/problem again.

 

My setup:

XG1V4 connected via UHD high-speed HDMI cable to Samsung UN65JU6500 TV.

 

Problem:

The TV and XG1V4 work fine together for the whole day. Then, the next morning, when I turn the TV on I get a black screen. I can resolve the problem by rebooting the XG1V4 (obviously not an acceptable way of dealing with the problem). Occassionally, without needing to reboot, I can get the box and the TV to communicate correctly by first connecting the XG1V4 to a much older non-UHD Samsung TV, getting that TV to show correctly, and then connecting the XG1V4 to the UN65JU6500. But that doesn't always work. In any event, even when I do get it to work correctly, it quits working again the next morning. Rinse and repeat.

 

Elsewhere on these forums there have been a couple of suggested fixes. First, turn off PowerSave. I have done that. Second, make sure you have a UHD high-speed cable. I have done that.  Third, make sure that you have the latest firmware on the TV and on the XG1V4 box. I have done that.

 

From reading the various threads on this issue, it appears that it is an HDCP 2.2 issue that is causing the XG1V4 and the TV to have a problem establishing an HDMI handshake. And several Comcast employees suggested that the problem has been sent back to the tech folks to find a solution. But unless I have missed it, I don't see any notice of a resolution.....


if you switch your TV input to something else then back to the set top box does the TV establish connection then? if you unplug the HDMI connector from the back of the set top box (note the location of the port) and plug it back in after 20 seconds or so, does the set top box establish connection? if you unplug the AC from the TV for 30 seconds, does it then establish connection with the set top box? Did you try a different port on the TV to connect the set top box? (some ports are 'for' ARC). Does the set top box connect directly to the TV or though a sound bar or receiver? what is the brand/model of the TV (to allow viewing of the owner's manual)?



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Regular Visitor

Re: XG1V4 box HDMI handshake problem

Rustyben,

 

Thanks for the reply. I have tried all those things that you have recommended, and many more. None work consistently. The only *certain* way to get it to work again is to reboot the box (which of course takes many minutes). 

 

The TV model number is UN65JU6500.

 

It would seem like Comcast should have a firmware fix for this as people have been complaining about variants of this problem for several months...

 

Regular Visitor

Re: XG1V4 box HDMI handshake problem

Hello,

 

I had a similar issue, basically the video was not showing (black screen) but I could see the menus and other elements on screen. 

 

For me, the fix was to disable the 10/12-bit color setting on the TV (In my LG TV it was called "HDMI UHD Deep Color" or something like that).  Apparently the chipset on the XG1V4 could not reliably establish the higher bandwith connection on 4K (10/12-bit vs 8-bit colour depth) even with a good quality HDMI cable with ethernet.

 

I have no issues using the same cable and settings with the PS4. Go figure.

 

 

New Poster

Re: XG1V4 box HDMI handshake problem

If this is any consolation then I have the very same problem and it's nice knowing I'm not alone.   I've had the tech out twice and he changed some cables in the hopes of repairing and time will tell.   The issue is somewhat of an intermittent problem and rebooting the box helps most of the time but not all.  I will give it another few days to see if the issue is resolved.  Wish me luck!

Frequent Visitor

Re: XG1V4 box HDMI handshake problem

Having the same issue.  No one seems to know what to do.  Box was changed.  Any solution Comcast? 

New Poster

Re: XG1V4 box HDMI handshake problem

We have been using something similar to this to fix the issue
https://www.monoprice.com/product?p_id=14106
New Poster

Re: XG1V4 box HDMI handshake problem

If you google search there are others out there I can get the exact one this week. That's has fixed the issue
Expert

Re: XG1V4 box HDMI handshake problem

you are removing the ability of getting 4k UHD by using that device 



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Expert

Re: XG1V4 box HDMI handshake problem


@Rustyben wrote:

you are removing the ability of getting 4k UHD by using that device 


After reading the specifications on the device, I have to agree with Rusty.

 

The device is only: HDMI 1.4 compliant, which is incompatible with Comcast requirements for the 4K DVR. The specifications state their equipment works only up to 2K (approx. 1440p), if that is actually true.  If you don't require getting 4K video then it may work. As always. Buyer Beware.


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New Poster

Re: XG1V4 box HDMI handshake problem

Not sure the environment that they have being using them in but thèy are saying they are working and fixed the issue for now.
I have only seen them in passing Around here there are no 4k channels currently only netflix. hopefully channels will be coming next year.
Regular Visitor

Re: XG1V4 box HDMI handshake problem

I am having the same problem.  Had 15 calls and two onsite visits with no resolution.   I have a similar model of Samsung.  I am tempted to go back to Hulu Live.   The Samsung tv is only three years old, not sure what to do.

Expert

Re: XG1V4 box HDMI handshake problem


@PPP2 wrote:

I am having the same problem.  Had 15 calls and two onsite visits with no resolution.   I have a similar model of Samsung.  I am tempted to go back to Hulu Live.   The Samsung tv is only three years old, not sure what to do.


are you speaking of what happens (no signal) when the X1 box is idle over 5 hours or so? If so, does pressing xfinity button then exit and then changing inputs for the TV using the TV remote to something else then back to the HDMI for the set top box (which then is 'live' and working)?



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Frequent Visitor

Re: XG1V4 box HDMI handshake problem

They have admitted it’s an issue that right now has no solution. At least they acknowledged it to me. I hope they are working on it. It only happens if the TV is off when they do an update. Change to another time when your TV is on. It won’t happen!
Expert

Re: XG1V4 box HDMI handshake problem


@radnortx1 wrote:
They have admitted it’s an issue that right now has no solution. At least they acknowledged it to me. I hope they are working on it. It only happens if the TV is off when they do an update. Change to another time when your TV is on. It won’t happen!

I did not get an update last night but it was over 5 hours since reboot and mine was not connected (no video) to the TV. I gave the fix above and await a firmware etc fix.



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Regular Visitor

Re: XG1V4 box HDMI handshake problem

Turned off INSTANT ON feature on my Samsung Tv.  Worked fine for one day, will let you know if this solves it.

Frequent Visitor

Re: XG1V4 box HDMI handshake problem

I have all the same issues described here. I have the 4K box connected to my Denon receiver, and that to a Samsung TV. Most frustrating is the apparent inconsistency - fine yesterday, not today, or maybe fine this morning and not afternoon. I will try RustyBen's sequence of remote keys next time (I have tried hitting various buttons and it occassionally works, but...)

Regular Visitor

Re: XG1V4 box HDMI handshake problem

6 days had one HDMI sketch issue and one black screen, but still has been much better than before.  Will let you know after another week.

 

Regular Visitor

Re: XG1V4 box HDMI handshake problem

From my research this is a Samsung firmware problem.  Their ARC sequencing is not handling the handshake protocol in a way that would enable stability ina home theatre environment.  The only fix I can guess is to go directly from Cable box to tv then to optical back tot he receiver.  I am currently trying another port other than the ARC on my Q9F Samsung.  I will know in the morning if that fixes the comcast 4K box drop problem.

 

Samsung is stating that this is how it was designed to work; andIf that is the case they need better engineers or they are up to something.

Expert

Re: XG1V4 box HDMI handshake problem


@Chicken731 wrote:

From my research this is a Samsung firmware problem.  Their ARC sequencing is not handling the handshake protocol in a way that would enable stability ina home theatre environment.  The only fix I can guess is to go directly from Cable box to tv then to optical back tot he receiver.  I am currently trying another port other than the ARC on my Q9F Samsung.  I will know in the morning if that fixes the comcast 4K box drop problem.

 

Samsung is stating that this is how it was designed to work; andIf that is the case they need better engineers or they are up to something.


ARC is something that came out with Sony 1080p HD televisions back in mid 2000's. The Samsung televisions now use "Anynet" which includes IPV. The systems are not fully compatible. ARC does work on my 2015 Samsung 3D UHD television with my Sony S.S. AV system.


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New Poster

Re: XG1V4 box HDMI handshake problem

I am having the exact same problem with my Sony XBR-55X810C TV: "no signal" message, and the only solution is to turn the power off and on on the cable box and then wait several minutes while the X1 platform comes on. I've changed the HDMI cable, the coaxial cable, and the cable box and have the same problem. It is sort of reassuring that others have similar problems but that makes it even more annoying that Comcast doesn't come up with a fix, or even respond. This is an Xfinity forum- does anyone in the company monitor this?

Expert

Re: XG1V4 box HDMI handshake problem


@Razzle24 wrote:

I am having the exact same problem with my Sony XBR-55X810C TV: "no signal" message, and the only solution is to turn the power off and on on the cable box and then wait several minutes while the X1 platform comes on. I've changed the HDMI cable, the coaxial cable, and the cable box and have the same problem. It is sort of reassuring that others have similar problems but that makes it even more annoying that Comcast doesn't come up with a fix, or even respond. This is an Xfinity forum- does anyone in the company monitor this?


Comcast has acknowledged the problem but there is no time frame until patched. Many customers simply change the TV input to an other HDMI port then back to the DVR (I change to a Chromecast connected port). 



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Frequent Visitor

Re: XG1V4 box HDMI handshake problem

I have the Same issue with Samsung Q75 TV.  3 different Xfinity tech have come out and can’t figure it out.  They did change the box and HDMI cable one tech said it was a voltage leakage problem and to contact PG&E (Utility company).  They came out and checked EVERYTHING related to the power coming into my home.  It’s fine NO ISSUES  I have also tried connecting to each of the 6 HDMI Ports.  Does not fix the issue

Talked with Samsung support and said I needed to update TV firm ware. I had version 1250. They said update  to 1260.  The TV said there was no updates available so they sent me a link to download on flash drive   Installed today.  I will see if this fixed the issue.   With my issue it does not do this every morning when the  TV is turned on.  Sometimes it may not do it for 2 or 3 days so in a few day I shoul know.  I’m not to optomistic.  Additionally all my other devices 4K work fine on all ports (Apple TV, Sony PlayStation and Amazon Fire) 

 

Frequent Visitor

Re: XG1V4 box HDMI handshake problem

Changing the input did not help . . . box had to be rebooted.  

Frequent Visitor

Re: XG1V4 box HDMI handshake problem

Join the all of us with this issue.  Comcast changed our box to observe the one we had.  Its been a long time and they haven't had the courtesy to update me.  They claim to be a high-tech company, well advnced, but they can't seem to fix this issue that is plaguing many subscribers.

Frequent Visitor

Re: XG1V4 box HDMI handshake problem

Rebooting the box after changing the port does not help

Frequent Visitor

Re: XG1V4 box HDMI handshake problem

Today is Dec 23 the third day since I upgraded the TV firmware to v1260 at the direction of Samsung Support.   The problem, as I thought it would came back this morning.  I had to restart the X1 box via the app.   

Does anyone know for sure if this is a Samsung or Xfinity issue.   Both seem to point fingers at each other leaving the customers with no resolution. 

Regular Visitor

Re: XG1V4 box HDMI handshake problem

All component makers agree this is a Samsung issue.  They need to fix their ARC sequencing. 

Frequent Visitor

Re: XG1V4 box HDMI handshake problem

Then why are other TVs by Sony etc having same issue. Comcast has admitted it’s their issue to me.
Frequent Visitor

Re: XG1V4 box HDMI handshake problem

Thanks.  I just don’t understand   ARC  stands for Audio Return channel.   MY TV has only ONE ARC HDMI PORT   I have been told that that port is when you have special sound equipment connected through the HDMI   My sound system is connected to Denon receiver via optical from the tV

I have moved the X1 HDMI to every  port with same results 

the 5 other ports are not ARC 

All my other 4K devices ie: Apple TV, Amazon, and Sony Play Station have no issues.  Great pictures and surround sound

Would seem like a Samsung issue but seems people with Sony having same issues. 

Regular Visitor

Re: XG1V4 box HDMI handshake problem

Before I finished describing the problem both the Yamaha tech support and subsequently the Comcast tech asked if it was a Samsung.  With their flagship Q9F I would think this would be something they would want to work.  The Samsung tech on their site agreed with multiple posters that it is their problem then promptly shut down the thread.

Expert

Re: XG1V4 box HDMI handshake problem


@Chicken731 wrote:

Before I finished describing the problem both the Yamaha tech support and subsequently the Comcast tech asked if it was a Samsung.  With their flagship Q9F I would think this would be something they would want to work.  The Samsung tech on their site agreed with multiple posters that it is their problem then promptly shut down the thread.


it is across brands and types (4k, non-4k). 



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Silver Problem Solver

Re: XG1V4 box HDMI handshake problem

I "fixed" my issue by trying every HDMI port until it went away.  I even changed HDMI ports on my a/v receiver.  I can't remember what worked.

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Re: XG1V4 box HDMI handshake problem

Guess you got lucky? I tried every port several times did not work for me. Issue has been going on for me for two months
Silver Problem Solver

Re: XG1V4 box HDMI handshake problem


@rlee131 wrote:
Guess you got lucky? I tried every port several times did not work for me. Issue has been going on for me for two months

Maybe there is some kind of HDCP version issue between the 4K DVR, HDMI cable, and your TV?

It doesn't make sense if the other inputs work.

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Re: XG1V4 box HDMI handshake problem

With the Samsung there is a CEC-Anynet issue preventing their engineers from fixing the problem.

Official Employee

Re: XG1V4 box HDMI handshake problem

Thanks for the update @Chicken731


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Re: XG1V4 box HDMI handshake problem

Same thing for me. Just bought an LG SK9000, upgraded to the new X1 4K box and works for a while, then loses signal. I'm forced to unplug the HDMI for the box and it seems to work. Kind of a pain in the rear. I have a 50' run, updated my current HDMI cable to a 50' fiber optic HDMI cable which seems to work a little better. Picture quality is just okay with the X1 box. Funny thing is, using my kids PS4, with my old 50' HDMI cable will automatically switch to HDR and picture is amazing. IMO, Comcast has a lot of work to do, especially for what they are charging for HD cable.

Silver Problem Solver

Re: XG1V4 box HDMI handshake problem


@BrianHCM1 wrote:

Same thing for me. Just bought an LG SK9000, upgraded to the new X1 4K box and works for a while, then loses signal. I'm forced to unplug the HDMI for the box and it seems to work. Kind of a pain in the rear. I have a 50' run, updated my current HDMI cable to a 50' fiber optic HDMI cable which seems to work a little better. Picture quality is just okay with the X1 box. Funny thing is, using my kids PS4, with my old 50' HDMI cable will automatically switch to HDR and picture is amazing. IMO, Comcast has a lot of work to do, especially for what they are charging for HD cable.


Have you experimented with all HDMI ports?

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New Poster

Re: XG1V4 box HDMI handshake problem

Wow, I've got exactly the same problem and it all started several weeks ago with my new XG1V4 box.   Comcast has been out twice and replaced my DVR, both satelite boxes, HDMI cables and new filter outside, all to no avail.  Getting to be a pretty expensive endeaver on their part with labor and equipment.  Guess thats why we pay so much per month.   If this keeps up I'm going to ask  Comcast for a partial rebate each month for the inconvenience  of having to reboot  all the time.  I need to get up a half hour earlier each morning to reboot in order to watch the news....

Frequent Visitor

Re: XG1V4 box HDMI handshake problem

Hi  Lots of posts regarding this issue.   My problem has been going on for over 2 months  

Many posts have to do with Samsung TVs  although there are others.  Opinions vary from its an Xfinity issue with the X1 box to its a Samsung issue and a "handshake " problem..  Nevertheless its not being solved....  Ive had comcast out three times changed box and hdmi cables and tried on every tv hdmi port same problem    Ive had no problems with apple tv, Sony playstation or Amazon,  All 4k   Check out all posts "maybe" someday someone will admit fault and fix for the customer.

Frequent Visitor

Re: XG1V4 box HDMI handshake problem

Me too! And they pride themselves on their technology. Maybe we should go to a competitor. Maybe then they would listen.
My people here said they would get back to me after switching out the box to study the one I had. Silence rules.
Expert

Re: XG1V4 box HDMI handshake problem


@radnortx1 wrote:
Me too! And they pride themselves on their technology. Maybe we should go to a competitor. Maybe then they would listen.
My people here said they would get back to me after switching out the box to study the one I had. Silence rules.

Any box sent back in automatically goes back for refurbishing. The same for any returned cable-box or other equipment. No one is able to get back to you about your returned box.


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Re: XG1V4 box HDMI handshake problem

They took the box to assess the issue in their office not refurbish it.
New Poster

Re: XG1V4 box HDMI handshake problem

Having same issue. Just got a Samsung Christmas Eve, xfinity worked perfectly, received the guide from xfiiity, all of it. Then last Sunday the signal started to come on and off. The screen would go black and return. I went to check and make sure the cables were attached correctly and I haven’t seen a signal again. And yes, I’ve tried the reboots, and other suggestions.
Expert

Re: XG1V4 box HDMI handshake problem


@benreyes wrote:
Having same issue. Just got a Samsung Christmas Eve, xfinity worked perfectly, received the guide from xfiiity, all of it. Then last Sunday the signal started to come on and off. The screen would go black and return. I went to check and make sure the cables were attached correctly and I haven’t seen a signal again. And yes, I’ve tried the reboots, and other suggestions.

Have you tried reseting both your X1 box alongwith the 4K DVR? Do both boxes have an LED showing they are on?

 

Assuming you have followed your television's manual for proper way of connecting the  boxes, I would go through the television Setup again. It can be used any time needed.

 

 


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Frequent Visitor

Re: XG1V4 box HDMI handshake problem

*Update* Comcast sent me a new 4k box, set it up and worked like a champ for 12 hours, then back to its old tricks. Now I turned off the HDMI ultra deep color on my LG TV and switched the X1 box to 1080p. I'm very dissatisfied with the signal quality especially after watching Netflix directly through the TV using its apps. Its a night & day difference, Comcast should be embarrassed with this sub-par product! I think its time to explore different cable TV options.

Frequent Visitor

Re: XG1V4 box HDMI handshake problem

The odd thing is that mine will work "like a champ" for days in a row but then start having the problem again. I turn things on and hope. I have no confidence that Comcast (or Samsung, or Denon if they have a part in it) are doing anything to fix things. I wish we got what we paid for.

Regular Visitor

Re: XG1V4 box HDMI handshake problem

I am back to using 2 remotes to manually sequence the on off and audio function the the crackerjack tech guys at Samsung cannot seem to figure out.  Comcast is NOT the issue being a simple portal to the service and the box should never be off anyway...