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@Rescuecheck wrote:
Works fine until I switch HDMI input to other source like Xbox or Blu-ray then when I switch back to XG1v4 the TV displays a blue screen. I have to manually disconnect the HDMI cable from the back of the XG1v4 and plug it back in to watch my TV shows. I believe this is being caused by a failed HDCP "handshake" between the XG1v4 and my Samsung KS8500. Since this started happening only after upgrading from the old X1 DVR to the new XG1v4, I have to blame the newest component. I read another post on blue screen issues and laughed when the "service expert" suggested a short with the TV. Please don't insult me like that. And yes, I've already disconnected power and coaxial cable and waited 5 minutes and reconnected and It still does it. I swapped HDMI cords to a high quality cable, and tried different HDMI inputs on the TV. I don't think I should have to "trick" the XG1v4 to re-establish signal with my TV by pulling the HDMI cable every time it blue screens.
What's the solution?
go into (gear) settings, comcast labs and turn off HDMI link. the set top box will currently work best left fully on 24/7
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@Rescuecheck wrote:
I called tech support and at the same time the blue screen was displayed on my screen the technician noticed a "resolution error" being reported by the XG1v4 4k DVR on his end. After running through other checks he deemed the box needed to be replaced so he sent me a new one. Well, with the replacement XG1v4, I am still experiencing the same exact problem with the blue screen being displayed after switching back from another source to the XG1v4 on my Samsung KS8500. One of the things he had me do was press the "EXIT" button 3 times followed by 1080 (I think this was the command) which resets the resolution on the XG1v4 to 1080i and this removed the blue screen. Although this is not a fix, it makes me wonder if there is a 4k resolution compatability issue with the XG1v4 and my Samsung KS8500. HDMI Link setting was already turned OFF on the replacement box so this isn't a solution. I use a Samsung UHD Blu-ray player, Xbox One, and Android TV box all set to a 2160 4k resolution and no other sources freak out and display a blue screen when switching between inputs. What's going on here?
What is your Power Saver set to?
Xfinity button to Gear Symbol to Device Settings to Power Preferences to Power Saver
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Hello all,
Could you please send me a private message with your full name, the account holder's name and address as it listed on the billing statement, a phone or an account number? I reached out to the engineering team to see if they can find a root cause for the blue screen issue. Thak you in advance!
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For those responding to ComcastElla it would also be helpful if you could supply a date and time for your last occurance of the issue along with the exact model of the TV and if you're connected directly to the TV or through an AVR. We want to make sure we have as much informtion as possible to help dubug the issue.
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@Juskray47 - Thank you, I got it and replied back. Please check your inbox.
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Hi All,
If you haven't been helped yet, let me know. Shoot me a private message.
KenF
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@Clags wrote:
same problem been trying to get fixed for over a week. Spoke to Mohammad in Denver office said they were working on it. nothing to date. no tv when I try the remote have to unplug the devise and reset eveytime I want to watch tv. rediculus this isn't resolved by now.
Hi Clags,
Please send me a private message with the following info:
Name, address, account number, exact model of Samsung TV, make sure the TV has the latest firmware, is the XG1v4 connected directly to the TV or through an HDMI swith/AVR, confirm that you're using an HDMI 2.0 high speed cable that supports 4K/HDR (older spec cables won't work). Also, please provide a date and time when the issue last occured.
I'm working directly with the debug teams that are trying to replicate and debug the issue. The more details they have for timing of the last event, the better they can debug device logs.
Thanks.
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@xTheDudex wrote:
I am also having this same issue so it doesn't seem that this is fixed. While another external device to negate the HDCP handshake may work, I dont feel like I should have to purchase this as I already pay a huge monthly bill.
Please put this issue into high gear or pull in addition resources. It's not an isolated issue.
did you try turning off the power save feature?
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@xTheDudex wrote:
It’s not a power saver issue. I’ve had 3 boxes. (2) XG1v4(s) and power saver is disabled by default out of the box. It’s pretty obvious there is and HDCP handshake issue since an external converter seems to resolve the issue.
your TV is the sink and determines the shut down of the HD stream. if you are watching the set top box normally and power unplug the set top box does that trigger the problem? if it is 'acting up' did you use your TV remote to check current input port to ensure it is still on the one the DVR is connected? TV checked for firmware updates?
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@xTheDudex wrote:
1. Tv is a KS9000 and up to date with auto update on
2. This is my second XG1v4 with the same issue. The other older non 4K DVR had no issues.
3. All cables are certified and have been swapped to eliminate that as the issue.
4. It’s not an input issue.
5. I’ve been on the phone with techs from Comcast for 2 hours. No resolution.
If I unplug the box I will have no signal going to the TV? Not sure what you mean? This only happens when switching back to the DVR input after being on another input.
At this point if nobody from Comcast is willing to troubleshoot or the issue isn’t resolved in a timely manner, I will just cancel in August when my contract is up.
first go into your set top box menu to device settings >> power saver and be sure it is turned off. Then press the Xfinity button and scroll down to 'about' and press OK. check the version at the top "release version" - is it 86.1.0 or later dated 5/3/2018 or later? Some of the older versions had a similar issue. If all of those are set properly, then check your owner's manual for how to set up an HDMI port to not 'control' the device connected to that port. you may find that the port is hardwired to do that function, and have to move the box to another HDCP 2.2 port. It is your TV turning off the set top box. you can turn the box on by hitting the all power button of the remote. someone posted you can also hit the down channel button. let us know what you were able to determine, please.
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Sorry @xTheDudex for the late response. We have team actively debugging the issue and looking for a fix. Please feel free to PM me your name, account number and full TV model (which might be listed above) and if the firmware is up to date. I will work on taking this back to our engineers for debugging.
Leon
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@Bretyboy wrote:
Thanks Stevencs1043! I've stopped (knock on wood) having blue and black screen issues completely! I had shuffled some of my equipment and tried to remove the splitter - stupid I had to put all back together as the Comcast tech had correctly done in the first place ;p Assuming there may have been an update to the box from Xfinity to patch this?
In any case I seem to be issue free!! Just FYI as well: I have a curved 2014 Samsung "4K"
UHD (UN55HU9000) TV.
Good luck everyone!
You may already realize this; but the 4K DVR can not possibly pass a 4K signal when set to 1080p.
Not that it matters much since Comcast has next to nothing for 4K currently.
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