XG1v4 requires reboot everyday...

[chrismireya]

Comcast Shane,

I sent you a private message (twice) and you never responded to it. 

Should I send you my information again?

[RobertWy]

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@chrismireya wrote:

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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Have you ever tried a System Refresh?

https://www.xfinity.com/support/articles/x1-system-refresh

[jman909]

The issue is both the TV and the cable box. The box goes to sleep every night whether the sleep timer is on or not. When you turn your TV on, it's supposed to send a signal to the box to wake up. I've heard this called the "digital handshake" between the devices. My Vizio 4K TV has the same issue. That's why some TV's have no issues and some do. I have found no fix, with some TV's, there is no communication between the devices and that's the problem. You can keep replacing boxes and getting techs but if the TV and the box don't communicate properly, nothing can be done. Because so little content is in 4K right now, a switch back to the 1080p box may be in order. Me, I reset the box every morning because I like the design and the bluetooth function so I put up with it.

[Samptr]

That's it exactly, last time I talked with Comcast solutions, they did acknowledge there is a problem and will roll out a firmware update to fix THEIR dvr box. They said it could take a month or more, not sure why that long. They also said they will issue me a credit when it's finally fixed, they noted my account as such. Everybody havind the issue should complain and make sure they'll get a credit. Maybe if it costs Comcast money, they'll fix the problem quicker.

[Zachawii]

This problem happens with the tiny bedroom box goes black screen then need to unplug to get picture back every morning. It started happening to me after setting the power save settings turn those off it should be fine!!!

[jman909]

The 4K box still goes to sleep in spite of the power saver being turned off. It's the firmware, hopefully the next update will fix it.

[Rustyben]

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@jman909 wrote:
The 4K box still goes to sleep in spite of the power saver being turned off. It's the firmware, hopefully the next update will fix it.

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I too thought that but found i can change input on the TV to a different active HDMI port, then back to the DVR and the connection is then working. Since the channel buffer is still in place, the STB was not in power-save mode. It does seem to do that same thing about the same number of hours as 'if' the powersave would be triggered if the power save setting option was actually on. Seems like the box turns off the HDMI anyway. 

[T_A_N_K]

Having the same problem, but just the last 3 days, not 6 months like someone upthread. I upgraded from an Arris XG1v3 to an Arris XG1v4 and it worked fine for 5 days until Christmas morning and the last 2 mornings. The light to the box is on but the picture is black;  the TV is on - Comcast remote changes volume and mutes but Xfinity button, all cable buttons don’t work - the box is in a sleep mode of some sort. I've tried the Comcast app to reboot the box but and it says the command was sent but nothing happens. Or it can’t see the box.

I assumed it was the early morning daily refresh that puts it to sleep but after moving that refresh to midnight last night, it ran and the box continued to work - I did a system refresh after and still no dice. So after I slept 3 hours, the box kept sleeping today.

I've done all the troubleshooting (using the new 4K coax and HTMI cables from the upgrade box - and swapped out to the older to no avail) as everyone in the thread but haven't contacted Comcast yet because I don't want to go through all the same troubleshooting steps again. Yes, the old box works and has survived the early morning refreshes for 1.5 years but it’s in a box headed back to Comcast as of Monday - the day before this problem arose… typical.

So I'm left to hardbooting the device. It's only been three days but seeing the horror stories in this thread, I'm going to hit a boiling point at some time.

[Samptr]

Comcast is well aware of the problem and according to my local rep and Comcast solutons, the next firmware update will fix the problem, but they don't know when that will be, maybe a month or so. They noted my account and said I would get a credit when the fix is finally rolled out. If I were you I would call Comcast solutions and make sure they note your account. Some of the reps play dumb and want you to go through the troubleshooting, but ask for a supervisor. Goodluck

[RobertWy]

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@Samptr wrote:
Comcast is well aware of the problem and according to my local rep and Comcast solutons, the next firmware update will fix the problem, but they don't know when that will be, maybe a month or so. They noted my account and said I would get a credit when the fix is finally rolled out. If I were you I would call Comcast solutions and make sure they note your account. Some of the reps play dumb and want you to go through the troubleshooting, but ask for a supervisor. Goodluck

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That is strange; I have had two XG1v4 DVR's for 6 months and neither of them have this issue.

Maybe it is certain batches of them that have the issue.

[Samptr]

It has to do with the type of TV you have, it seems newer Vizio TVs all have the problem, something about the hand shaking. I'm guessing the HDMI hand shaking is not an industry-standard and some TVs when you turn them on, don't notify the DVR. Comcast has to allow for this and not put the DVR to sleep every night, no matter what the setting.

[T_A_N_K]

Thank you for the information Samptr, I called and gave them my information (Insignia 4K) and experience to help their engineers with some additional knowledge. The rep said there's some bugs with the 4K boxes, this is known and hopefully to be addressed in the next firmware update by the end of January.

[VM7]

Hi - Same issue here, glad to see I'm not the only one. Picked up 2 days ago. 4k DVR box, Vizio 4k tv. Have to unplug every morning. Anyone from Comcast on - any ideas? Obviously, this is a common issue.

[Samptr]

Only thing to do is wait until the next firmware update. Contact Comcast Solutions and get on the list with the rest of us. Personally I'm trying to get a credit for the inconvenience!

[griam01]

I have the same issue. I thought it was our new receiver. We upgraded from an emotiva MC-700 to the XMC-1. I didn’t have the issue with the MC-700 but do have an issue with the XMC-1. I have to reboot the cable box daily as well. I have noticed that sometimes I get video but no audio as well. For example this evening I was watching a movie from my media center on another input. I went back to the input for Comcast box and had video but no audio. Nothing but a reboot seems to bring it back for me.

[Rustyben]

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@griam01 wrote:
I have the same issue. I thought it was our new receiver. We upgraded from an emotiva MC-700 to the XMC-1. I didn’t have the issue with the MC-700 but do have an issue with the XMC-1. I have to reboot the cable box daily as well. I have noticed that sometimes I get video but no audio as well. For example this evening I was watching a movie from my media center on another input. I went back to the input for Comcast box and had video but no audio. Nothing but a reboot seems to bring it back for me.

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how is your audio path routed. Something in the path is losing audio connection. are you using any old technology optical audio or coaxial digital audio cables?

[griam01]

I am using HDMI 2.2 cables. From Samsung TV to Emotiva receiver and then from receiver to Xfinity box.

[chrismireya]

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@RobertWy wrote:

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@Samptr wrote:
Comcast is well aware of the problem and according to my local rep and Comcast solutons, the next firmware update will fix the problem, but they don't know when that will be, maybe a month or so. They noted my account and said I would get a credit when the fix is finally rolled out. If I were you I would call Comcast solutions and make sure they note your account. Some of the reps play dumb and want you to go through the troubleshooting, but ask for a supervisor. Goodluck

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That is strange; I have had two XG1v4 DVR's for 6 months and neither of them have this issue.

Maybe it is certain batches of them that have the issue.

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I've had THREE different 4K boxes and they all do the same thing. 

I've been rebooting my box  everyday since June. I've been promised credits too -- but they've never actually applied one to my account. 

Recently, I had a problem with my remote. I went to the Palo Alto Xfinity store for a replacement and overheard someone else describing the exact issue. 

[Rustyben]

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@griam01 wrote:
I am using HDMI 2.2 cables. From Samsung TV to Emotiva receiver and then from receiver to Xfinity box.

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does your TV and receiver offer an ARC-like HDMI port? typically the X1 set top box would connect to your TV, then the audio 'returns' to the receiver via HDMI connector.

[griam01]

Yes both have ARC. Can you explain which equipment would plug in where? I can definitely try it.

[Rustyben]

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@griam01 wrote:
Yes both have ARC. Can you explain which equipment would plug in where? I can definitely try it.

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the x1 set top box would go to the TV usually HDMI port 1, then an HDMI cable connects between the ARC port on TV and receiver.

[griam01]

I have other equipment connected to the receiver, so how would that complicate things? We usually have the receiver be centralized where everything plugs into it, but if I am understanding you are saying plug everything into the tv instead?

[Rustyben]

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@griam01 wrote:
I have other equipment connected to the receiver, so how would that complicate things? We usually have the receiver be centralized where everything plugs into it, but if I am understanding you are saying plug everything into the tv instead?

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you can do that. modern receivers are very programmable so the devices can go to both TV and receiver.

[griam01]

So that is how it is currently setup. Hdmi arc on tv to hdmi arc on receiver then xfinity box on hdmi 1 and media center on hdmi 2. The receiver shows audio and video on the receivers screen, but we don’t actually get them until we reboot the xfinity box daily.

[Rustyben]

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@griam01 wrote:
So that is how it is currently setup. Hdmi arc on tv to hdmi arc on receiver then xfinity box on hdmi 1 and media center on hdmi 2. The receiver shows audio and video on the receivers screen, but we don’t actually get them until we reboot the xfinity box daily.

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the X1 set top box reboots and its signal on the HDMI port disappears during that reboot. do you have power saver function on the X1 set top box turned off? instead of a reboot try changing TV input to a 'live' other port (like media center) and when video is visible change back to the DVR's HDMI port. did you then have connection without another reboot?

[griam01]

Power save is not on the xfinity box. I have tried switching to the media center and back again but that doesn’t work. The issue has happened daily for us since we set everything up. Then tonight I turned on the tv for the first time today and everything worked fine. It doesn’t make any sense.

[Boggswade1]

I am having the same problems with having to reboot a minimum of once daily since receiving the 4K box. I never had the issue with the standard HD X1 box.  I am running the box through a Marantz AV8805 preamp and Sony XBR75x940e tv with certified HDMI 2.2 cables.  I have no issues with my Apple TV 4k or my Oppo UD0-203 4k blu ray player, just the Xfinity.  Customer Service’s solution is to simply send out a technician for a fee of $70 to tell me what I already know.  They state that they are unaware of any issue’s with this box yet we know different

y.

[Samptr]

Ask for Comcast Solutions and a supervisor. They are very well aware of this situation. You need to talk to somebody Stateside and not the Philippines. Read through the posts for more information. Personally I use a mini smart plug and Alexa to turn the DVR off and on every morning. It's noted in my account that once the problem is resolved I am supposed to get a credit. We'll see!!! Maybe I should have them reimburse me for the mini smart plug and Alexa.

[tjrodriguez23]

Very frustrating issue here. I recently got set up with the new 4k box and the same thing is happening to me. No signal to my hdmi port every morning. I have to unplug the box/reset it every morning for it to work. I just had my 4k box replaced with another one and same thing is happening. I had a tech visit 2 twice and comcast just thinks its an HDMI cord issue. Is it worth it to just switch to an older box ?

[Samptr]

<Edited for violating forum guidelines: "Inflammatory">, they know about the problem, it's been around since the 4K box was introduced, I guess sometime in early 2018. If you can get your hands on an older DVR, it will probably work just fine. It's 1000% not your cable. You need to talk to a supervisor and have your account noted with the type of TV you have so they can add it to the list of TVs that will not work with this 4K box. Read all the earlier posts and direct Comcast to read these posts <Edited for violating forum guidelines: "Inflammatory">,. According to some of the earlier posts, it will be fixed sometime in early February.

[Anon1464678]

I have ben having the same issue with the new 4k box. I upgraded on Monday and since then  every morning I had to reboot the box to get it to work. Friday the tech came and replaced the box. Saturday morning I had the same issue. Does anybody know when Comcast will fix this?

[Rustyben]

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@Anon1464678 wrote:

I have ben having the same issue with the new 4k box. I upgraded on Monday and since then  every morning I had to reboot the box to get it to work. Friday the tech came and replaced the box. Saturday morning I had the same issue. Does anybody know when Comcast will fix this?

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To what brand TV is the set top box connected?

[Anon1464678]

Samsung

[Klaus951]

Did you try turning on the energy saver option on your TV? It took care of the problem for me.

[Anon1464678]

Yes. Energy saver is off

[chrismireya]

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@Klaus951 wrote:

Did you try turning on the energy saver option on your TV? It took care of the problem for me.

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Could you please explain. Did you do this via your 4KTV or via the 4K X1 box?

I was instructed to turn OFF the "energy saver" problem via the X1 system box. It yields the same result regardless of whether it is on or off. 

BTW, my issue is with the Samsung 4K television. It seems like everyone that has a problem like this either has a Samsung 4K or Sony 4K television. 

[Anon1464678]

I had turned it off on the X1 Box. After just reading your post I also turned it off on the TV itself. I will see tomorrow morning if it worked and will let you know. Thank you.

[Anon1464678]

This morning I still had to reboot the box to get it to work. Turning off the energy saver option on the TV yesterday did not fix the problem. I communicated with a Comcast Technical Operations Supervisor yesterday and he told me that a fix would be pushed out within the next three weeks so I am just going to wait.

[griam01]

I don’t know if anyone else has noticed this but over the last few days, the system comes up but the xfinity box won’t accept any commands from the remote. I even tried the xfinity remote app and that doesn’t work either. So over the last few days with no changes made by us, we now get audio and video but no remote works until we reboot. Anyone else notice this?

[MNtundraRET]

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@griam01 wrote:
I don’t know if anyone else has noticed this but over the last few days, the system comes up but the xfinity box won’t accept any commands from the remote. I even tried the xfinity remote app and that doesn’t work either. So over the last few days with no changes made by us, we now get audio and video but no remote works until we reboot. Anyone else notice this?

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I would force a reset, or unplug to reset. It sounds like the box got spiked from a misread control code from the remote. Reset the other X1 box too.

[griam01]

Yes that is my point, I went from having to reboot every day because of no audio and video and now all of a sudden starting two days ago, I get audio and video now, but no remote commands.  So I am asking if others noticed anything similar since we were all on this thread with the same issues originally.  I know that I need to reboot it again, but point being for a different reason now.  

[RobertWy]

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@griam01 wrote:
I don’t know if anyone else has noticed this but over the last few days, the system comes up but the xfinity box won’t accept any commands from the remote. I even tried the xfinity remote app and that doesn’t work either. So over the last few days with no changes made by us, we now get audio and video but no remote works until we reboot. Anyone else notice this?

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I have two 4k boxes and I don't have that issue; have you tried brand new batteries in the remote?

[griam01]

I can definitely try that, but the battery percentage shows 80%, the box is only a few months old and a reboot of the box fixes the issue.  Just thought it was an odd symptom to show up since the audio and video issue we originally started with.  

[Anon1464678]

I think I may have found a workaround. Last night before going to bed I powered down the box by saying "power down" into the voice remote. When I got up this morning the TV went on with no problems. If anybody else tries that please let us know the result.

[Rustyben]

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@Anon1464678 wrote:

I think I may have found a workaround. Last night before going to bed I powered down the box by saying "power down" into the voice remote. When I got up this morning the TV went on with no problems. If anybody else tries that please let us know the result.

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possible. but a new version is rolling out (no details from Comcast on if this new firmware is to fix the xg1v4 issue with loss of video).

[Anon1464678]

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@Rustyben wrote:

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@Anon1464678 wrote:

I think I may have found a workaround. Last night before going to bed I powered down the box by saying "power down" into the voice remote. When I got up this morning the TV went on with no problems. If anybody else tries that please let us know the result.

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possible. but a new version is rolling out (no details from Comcast on if this new firmware is to fix the xg1v4 issue with loss of video).

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Has the new version been pushed out yet?

[Rustyben]

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@Anon1464678 wrote:

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@Rustyben wrote:

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@Anon1464678 wrote:

I think I may have found a workaround. Last night before going to bed I powered down the box by saying "power down" into the voice remote. When I got up this morning the TV went on with no problems. If anybody else tries that please let us know the result.

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possible. but a new version is rolling out (no details from Comcast on if this new firmware is to fix the xg1v4 issue with loss of video).

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Has the new version been pushed out yet?

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i got the new version yesterday on xg1v4 3.3p6s2 still no word from Comcast on what is in the new update dated 1/11/2019

[Anon1464678]

Here are a few observations:

1) A firmware fix has not been pushed out yet to my X1 box

2) The power saving mode on the X1 box is not working. The box does not power down automatically when the TV is off and I am not watching.

3) If I power down the box manually before going to bed, either through the voice command or on the power down menu, the box will wake up normally in the morning. That is a workaround that I am using now until this is fixed.

[jtpage4]

I’m having the same issue, but I have also a similar workaround that seems to work for me.
1. Before turning my tv off each night I turn it over to my hdmi that my Xbox is connected
2. Once I turn my tv on each day I turn the Xbox on and let it boot up, then I switch it over to the cable(xfinity) hdmi and it works fine.

It seems quicker than rebooting the xfinity box each day. Still annoying none the less.

[Anon1464678]

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@jtpage4 wrote:
I’m having the same issue, but I have also a similar workaround that seems to work for me.
1. Before turning my tv off each night I turn it over to my hdmi that my Xbox is connected
2. Once I turn my tv on each day I turn the Xbox on and let it boot up, then I switch it over to the cable(xfinity) hdmi and it works fine.

It seems quicker than rebooting the xfinity box each day. Still annoying none the less.

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Interesting. You should know that wiith my workaround the TV goes back on immediately when I turn it on in the morning. It does not take the time to reboot. Hope that helps.