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chrism3
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53 Messages

Saturday, August 25th, 2018 7:00 PM

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XG1v4 requires reboot everyday...

After a recent move, we upgraded from our old X1 box to the new 4K "XG1v4-A" box to work with our Samsung 4K UHD television.

 

We immediately realized that our box was requiring a reboot every day. So, we've been unplugging the box and plugging it back in. I've contact Xfinity about this issue several times. No one over the phone has been able to help.

 

Xfinity tech support simply had me swap out my box for a new one (which they have to send via FedEx -- requiring me to drop off the old box to the Xfinity store).  This is the third box and I still have the same issue. 

 

So, Xfinity sent out a tech yesterday. We were also having some internet connectivity problems (intermittent loss of internet on all of our devices). He discovered that the splice was installed by the Xfinity installation guy incorrectly (or so he said). 

 

However, the tech was puzzled. He said that everything should be working. He then attempted to say that our "problem" was our television.

 

I explained that we have swapped to another TV that worked perfectly fine (trading my sister-in-law's for a few days). Our television worked perfectly fine at her house with Xfinity and her TV worked fine at our house using the same box and same HDMI cable.

 

I explained to the tech that this didn't happen with the old X1 box. It doesn't happen with anything else connected to the TV (e.g., Xbox One, Blu-ray, etc.). I've even swapped HDMI cords, switched HDMI inputs, etc. Each and every time, the problem is only with the new XG1v4 box. 

 

The tech then said that he thinks that the cable issue that he "fixed" might solve the issue. He left roughly 25 minutes after arriving and said that he would have someone follow-up with me in a couple of days.

 

Today, I turned everything on again....and have the same problem. 

 

My TV is a Samsung 4K UHD television.

My power save mode is OFF.

My HDMI cable is 2.0 compatible (and I've tried FIVE of them -- all with the same issue).

My TV's firmware is up-to-date.

 

Apparently, this is a known issue. There are quite a few threads on the Xfinity forums with many posters addressing this issue. For instance:

 

https://forums.xfinity.com/t5/TV-Archive/XG1v4-requires-reboot/td-p/3025141

 

Doe anyone have a resolution? 

Question

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6 years ago

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MNtundraRET

Gold Problem Solver

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5.9K Messages

7 years ago

@MSDOGS1976 wrote:

I signed up for cable back in March of this year and got the same 4k box discussed here. My box would freeze almost daily at various times during the day. Usually no more than once a day. Last week I finally got Comcast to send me a new box with cables and so far......no freezing. Not sure if it's due to the box or better cables. These cables are easier to snug up for a tight connection. BTW when I called Comcast to activate the box I asked this person if he had heard of much freezing and he said not much at all. He said in his experience it was usually due to a signal being dropped somewhere in the house(line problem). Who knows......

 

Hopefully my situation has been corrected but might be early to say for sure. 

One thing to remember is that only those that run into problems end up on the forum. Most get things straightened out before asking questions here.

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chrism3

Contributor

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53 Messages

7 years ago

Yeah, I have tried everything. I've been on the phone numerous times. I've had a tech show up to the house. Nothing works until I unplug the device and plug it back in again. Then, it will work perfect all day....until the next morning.

 

I am tempted to try one more box (just in case). I'd hate to lose the 4k box simply because -- through bad luck -- I received several defective boxes.

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Whiteheather66

New Poster

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1 Message

7 years ago

Exactly same issue as described by you. This is my 2nd XG1v4. The first did exactly same until suddenly wouldn’t reboot. I also have Samsung TV with no problems with any other box including Apple TV, ROku or Amazon Fire Cube.

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CCShane

Gold Problem Solver

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5K Messages

7 years ago

chrismireya and Whiteheather66 -- I can certainly check this for you from here if you would like. To protect the privacy of your account, can you provide your full name exactly as it's listed on the billing statement? To send a private message click on my name, then click private message me.

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chrism3

Contributor

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53 Messages

7 years ago

UPDATE: 

 

I don't know if Xfinity reps were reading this and acted upon it. However, I noticed an Xfinity tech outside of our home this past week. I don't know what they were doing. However, our Xfinity box has turned on every day since. This has been five days in a row -- something that has never happened before.

 

If that changes, I'll provide an update. 

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Rustyben

Expert

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24.6K Messages

7 years ago

@chrismireya wrote:

UPDATE: 

 

I don't know if Xfinity reps were reading this and acted upon it. However, I noticed an Xfinity tech outside of our home this past week. I don't know what they were doing. However, our Xfinity box has turned on every day since. This has been five days in a row -- something that has never happened before.

 

If that changes, I'll provide an update. 

the x1 set top boxes do not 'turn off' they are always on. there is an option to go into power save (around a watt savings) that turns off the HDMI connector and the power LED. 

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Rustyben

Expert

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24.6K Messages

7 years ago

@chrismireya wrote:

Well, I am speaking of turning on the TV with the Xfinity remote only to see nothing but "black."

 

Somehow, the TV turned on every day this week. It hasn't ever done this. It worked for about seven days. Each day that I pressed the power button, the TV turned on with picture. 

 

UNFORTUNATELY, it didn't work today. 

 

Ugh. 

 

I had to upplug the box, wait a minute and then plug it back in again. After booting, it will work fine. I wonder how long this will work.

when the TV turned on and you had black video image, was there normal audio? if not, next time press the xfinity button  or channel up/down button and wait 20-30 seconds to see if box wakes up.

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chrism3

Contributor

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53 Messages

7 years ago

Well, I am speaking of turning on the TV with the Xfinity remote only to see nothing but "black."

 

Somehow, the TV turned on every day this week. It hasn't ever done this. It worked for about seven days. Each day that I pressed the power button, the TV turned on with picture. 

 

UNFORTUNATELY, it didn't work today. 

 

Ugh. 

 

I had to upplug the box, wait a minute and then plug it back in again. After booting, it will work fine. I wonder how long this will work.

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Gnocchi71

New Poster

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3 Messages

7 years ago

Same thing going on with mine.

I am on my second box. When you turn the tv on in the morning. First box said no signal. Second box is just a black screen. And it doesn’t boot up. It is becoming a waste of time between the phone calls and running to the Xfinity store. Second box they sent me has the old style remote. Don’t know if box is an older one.

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CCShane

Gold Problem Solver

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5K Messages

7 years ago

Hello, I would like to look into this for you from here. To protect the privacy of your account, can you provide your full name exactly as it's listed on the billing statement? To send a private message click on my name, then click "Send a message".

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JoeMamaCable

New Poster

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1 Message

7 years ago

I have been having same issue.

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jn2000

New Poster

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4 Messages

7 years ago

Exact issue here. Happens on both of my XG1v4 DVRS. Doesnt matter if connected to my AVR or direct to TV. Only been a customer for a week. Seriously thinking about going back to DTV. Doesnt matter if display is set to 2160P or 1080P. Black screen and no sound until reboot of box.

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Rustyben

Expert

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24.6K Messages

7 years ago

@jnelson2000 wrote:

Exact issue here. Happens on both of my XG1v4 DVRS. Doesnt matter if connected to my AVR or direct to TV. Only been a customer for a week. Seriously thinking about going back to DTV. Doesnt matter if display is set to 2160P or 1080P. Black screen and no sound until reboot of box.

hi, I only see this when they update the firmware version or the XRE menu software. the issue seems to be that on first reboot after the change the 'settings' for powersave that are stored is not loaded with the first boot. If you have power save 'on' then that is causing your TV to drop connection with the set top box (a TV issue).  I use the TV remote when 'black' (no signal on that HDMI port) to change selected HDMI port to a live one (like DVD player). then I change back to the DVR HDMI port and the box wakes up. My other DVRs (3) don't have that issue, only the xg1v4. 

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serviceman77

Contributor

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61 Messages

7 years ago

Same issue here. Going on my 3rd tech visit in 3 weeks. Dvr has black screen but 3 satellite boxes work. U plug dvr and all of for 1 day or so. Other problem is dvr works but 3 satellite boxes have purple screen with Something not right. RDK 10000. Lines outside replaced. Fittings on pole. Amp removed. Every morning the box needs to be reset. Cannot send refresh signal from Xfinity account app. Tech coming out in the morning but I don’t think it’s going to do any good. Last visit dvr and 1 satellite were replaced. Added screen shots of the errors.

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serviceman77

Contributor

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61 Messages

7 years ago

It was a main line signal issue. My signal was too strong going into my home. I guess they replaced the main line on the pole this summer and did not adjust so when the cold weather came it activated the line amp in the neighborhood causing the signals to increase. An hour after the tech left there was a line maintenance worker out and they adjusted something and now I have almost perfect signals. +2 to the model compared to +17. Might want to have them out to look at your main line.

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