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53 Messages
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?
chrism3
Contributor
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53 Messages
7 years ago
For the record: This issue persists. I have to unplug the XG1v4 box every day and wait for it to reboot in order to use it. After this, it will work....for the rest of the day. The next day, it will require another reboot.
I did notice that if I leave the TV on past the time that it is usually refreshed during the middle of the night, it will work the next morning.
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Rustyben
Expert
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24.6K Messages
7 years ago
it is an often reported issue and even happens on my own xg1v4. I'm guessing that 2 things cause this: firmware update does it for me each time, and 5 hours will often put my xg1v4 into powersave mode even though it is set to off in device power settings. So far Comcast has yet to adress the issue. To fix it for me when it happens I use the TV remote and change to any live HDMI connected device (in my case Chromecast dongle). then change back to DVR HDMI port and the xg1v4 begins sending video (or the box handshakes with the TV).
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Gnocchi71
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3 Messages
7 years ago
Any other suggestion to try?
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jn2000
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4 Messages
7 years ago
Out of curiosity and to prove what you said, I turned off my Marantz 8805 and rebooted the XG1v4. After 15 minutes I turned on my TV and AVR and to my surprise no video. I can now reproduce this bug.
This is definitely a HDCP handshake issue and should be corrected via a firmware update. When? Lol. No clue.
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Neverendingmods
Contributor
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84 Messages
7 years ago
Try this....
Plug 4k DVR HDMI cable directly to your tv one night. Eliminate the AVR sound system. Many times it's the AVR sound system especially Denon receivers.
If 4K box stays on after nightly update then Leave the 4K plugged directly into the TV and use TV's ARC HDMI out to AVR receiver rather than 4k box to receiver THAN to TV.
It sounds like the 2.2 handshake is not passing through. Either your AVR receiver needs a firmware update or you must hook 4K dvr to TV THAN to AVR receiver using HDMI ARC out. Usually TVs have one of their 2.2 HDMI inputs capable of ARC 2.2 out.
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Samptr
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9 Messages
7 years ago
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Roundtop
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1 Message
7 years ago
Come on, Comcast, address this problem!
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Samptr
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9 Messages
7 years ago
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Rustyben
Expert
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24.6K Messages
7 years ago
the xg1v4 seems to go into powersave mode even though settings say off'. I use the TV input remote button to change to another active port (like Chromecast) then back to DVR and the connection is back on. never had the issue with the xg1v2 model.
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tkw167
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1 Message
7 years ago
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Samptr
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9 Messages
7 years ago
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chrism3
Contributor
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53 Messages
7 years ago
I have grown accustomed to rebooting my box every morning. I've been doing this daily for SIX MONTHS. I visited my parents during Thanksgiving and forgot how nice it can be to simply turn on your TV and have instant access to programming.
The sad part about this is that Comcast reps have promised me a "credit" for my inconvenience several times; yet, no credit ever appears on my bill. I'm used to the "Comcast letdown" now.
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chrism3
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53 Messages
7 years ago
Comcast Shane,
I sent you a private message (twice) and you never responded to it.
Should I send you my information again?
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jman909
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2 Messages
7 years ago
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Samptr
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9 Messages
7 years ago
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