chrism3's profile

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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? 

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Regular Visitor

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3 Messages

6 years ago

I found that disabling HDMI CEC in my Vizio settings helped with the problem. However, every now and then when I turn my TV on I get a black screen with only sound resulting in me needing to reboot. Seems like I should just request an older box and finally be done with this.

Frequent Visitor

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19 Messages

6 years ago

This problem continues.   I called Comcast 7 times. Two technicians on two different occasions checked out the wiring inside and oustide of the house - no fault.  The incoming singal is good.  They swapped out the DVR once.  Still the same problem.  I have identical DVR and TV at another residence in a different state - no problem there.  It must be a fault in local infrastructure.  Comcast does not help. 

Frequent Visitor

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6 Messages

6 years ago

I have had this problem for months. I have a Samsung, I’ve tried everything new cables new boxes and different settings. Nothing works to fix it. I have purchased and iHome plug and have it scheduled to turn the device off and on twice a day in the morning at 6am and in the afternoon at 3:30pm this way I have reduced the times of turning it on the black screen by having a smart plug do the constant restarting which is ridiculous.

Frequent Visitor

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19 Messages

6 years ago

Can you explain please why you suspect it is a wiring issue? 

Contributor

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40 Messages

6 years ago

Ever since about 1/22 and the update I assume I received around that time our issues discontinued. I have not had to reboot the box at all for about a month now. Picture of version is posted above.

Frequent Visitor

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19 Messages

6 years ago

That's what I thought., thanks. The iHome switch sounds like a workable temporary solution.  But I wish one Comcast employee would chime in with a status report some day!

Gold Problem Solver

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5.9K Messages

6 years ago


@ahu1 wrote:

Can you explain please why you suspect it is a wiring issue? 


I don't think Robert understood your post was another way to currently deal with the "Handshake" issue between Comcast box and many UHD televisions.

 

You have no wiring issue. Smiley Wink

New Poster

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1 Message

6 years ago

So, I have the same exact issue. I haven’t had a tech come out yet for two reasons
1. When I called to schedule the appointment, after 15 minutes she still couldn’t open the software to schedule one.
2. Logically it has to be the box since this entire set up worked prior to it. If un-plugging or going online and restarting the box enables me to watch tv; the HDMI cables work.

Ultimately I want my old box back.
Let me know if ANYONE has any ideas.

Frequent Visitor

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6 Messages

6 years ago

My recommendation of period restarts is a failure.  It seems now my box is going to black screen just after a few hours of not using it.  it is so frustrating I can't use this TV hardly.  

Contributor

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45 Messages

6 years ago

I tried the HDMI 2 solution and it worked for a whilw, but no longer.

I'm convinced that it is a handshake problem between the cable box and the TV.

Contributor

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45 Messages

6 years ago

It is not a box problem if so many people are having problems.

It needs a firmware update. 


@RobertWy wrote:

@wvforu wrote:

My recommendation of period restarts is a failure.  It seems now my box is going to black screen just after a few hours of not using it.  it is so frustrating I can't use this TV hardly.  


I have twol XG1v4's and one X1 DVR.  Your issue sounds like something with the delivery rather than they box itself.  I was having picture issues and a tech replaced the coax drop from my pole in the back to my home and did some other things in the attic; the tech said he put all my devices on "one network" whatever that means.

My picture is much better now.


 

Frequent Visitor

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19 Messages

6 years ago

How can one get a firmware update?

Expert

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24.6K Messages

6 years ago


@ahu1 wrote:

How can one get a firmware update?


updates are by region and are rolled out. The updates come during the overnight reboot process, loading a new one as available.

Contributor

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60 Messages

6 years ago

We have the same issues on our two boxes. Have to restart them every day by pulling the plugs.

 

We've replaced each box, the remotes, the batteries, all of the coax and HDMI cables and all of the connectors and faceplates and nothing has changed.

 

We have two Samsung 4K TVs.

 

There was at one time a Comcast Labs feature called HDMI CRC -- that worked and turned the cable box on and off with the TV, but that feature disappeared.

 

The power save option on device settings doesn't seem to work as the LED lights stay on on the boxes.

 

The Xfinity status center https://www.xfinity.com/support/status is inconsistent in that it reports connected sometimes and a box issue at others. The reports returned from this portal don't seem to reflect actual conditions and the sytem refresh option (whatever that does) is only avaiable once every 24 hours. The restart a box option seems to do something, but does not restore the signal. 

 

The only option we have found is to unplug each box before we want to watch TV, and it's getting very tiring and frustrating.

 

FiOS is looking more and more desirable every day -- especially at 1/3 the price of what we pay now.

Contributor

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45 Messages

6 years ago

Great solution, when you can access the information from the remote...

 

But you can't without rebooting the box.

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