Contributor
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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?
Jerry161
Contributor
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38 Messages
6 years ago
There's a set of TVs, not sure who makes them, but they share a firmware--I know of Westinghouse and Element brands--where the x1v4 box cannot handshake reliably at 2160@60Hz. You can get the box and the TV working together at, say, 1080p@60Hz, and then switch to 2160@60Hz and it works fine. It's just if you turn the TV off and back on at 2160@60Hz, you either get a black screen or gray static.
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lesmikesell
Contributor
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532 Messages
6 years ago
The likely explanation is that both devices go into sleep/low power mode and take different amounts of time to wake up - and thus miss the handshake request or response from the other when it is supposed to happen. Aside from this being a bad bug, it is a reminder of the contempt that content owners have for their customers and their influence on legislators. The reason this handshake is required is for the TV to prove it is not a recording device. And that is more important to content owners and politicians than a customer being able to use the device he paid for to watch content he paid for.
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JerseyBiker
Contributor
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16 Messages
6 years ago
That sounds like the best explanantion. If it was an issue with the 4K boxes, probably more people would be having that problem. The same make and model of a TV could have units where something works a little different, that under most circumstances would not be an issue. For example some units of the Insignia, the 4K that I own, may have an issue with handshake request while others not.
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JerseyBiker
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16 Messages
6 years ago
That's great for you, but what does it mean for us with that issue?
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Currahee71
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14 Messages
6 years ago
problem ! I sometimes have to go outside to make calls now. I have new Xfinity modem also. Rebutting system
Works on hit or miss basis. Any ideas out there ?
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lesmikesell
Contributor
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532 Messages
6 years ago
You could check your TV vendor's support site to see if there is a firmware update. Turning off sleep/low power mode might help. Or perhaps set the x1 box to output 720p or 1080 since there is little 4k content anyway.
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Currahee71
Contributor
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14 Messages
6 years ago
TV and heated my mancave with it to boot. 🙄😳 , besides dealing with high cable fees that keep going up.
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jp4120
Contributor
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29 Messages
6 years ago
just in case you are getting discouraged... we had the same issue for 8 months (since Jan 2019 when we got the Comcast 4k box)....of having to reboot 2 and 3 times per week....have not had to reboot in 10 weeks
i can only assume Comcast or Samsung occasionally upgrade firmware to address items like this.
65 inch samsung ultra HD, 4K X1 box, Polk CommandBar Sound Bar.
HDMI from X1 box to TV, HDMI from TV ARC to Polk SoundBar ARC .
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lesmikesell
Contributor
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532 Messages
6 years ago
You got your 4K TV mostly because it upscales existing content so well. Other than the few sports events that are updated on this page https://www.xfinity.com/support/articles/uhd-4k-faqs everything unique to xfinity is going to be delivered in 720 or 1080 and your fancy TV can probably upscale it better than the X1 box does. And the TV probably has native apps for Netflix, YouTube, and Amazon which would be the likely sources of most 4k content the X1 would deliver. You might even get HDR on the TV's native YouTube app, which you won't on the X1 version.
Anyway, I'm not saying that is the way things should be, just that it might be less annoying to have to reset the output resolution for the rare times you have 4k content than to have to reboot the box or pull the hdmi cable and reconnect every time you turn the TV on.
Oh, one other thought: does changing the TV to a different input and back wake it up? If it does, that might be a quick workaround that you could do from the X1 remote.
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Currahee71
Contributor
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14 Messages
6 years ago
Starting to go after years of abuse from occupation and past service as
A mortarman.
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jwimsett
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1 Message
6 years ago
I have to reboot the box weekly. Its connected to my Vizio PQ65-F1.
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Sumors
Contributor
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20 Messages
6 years ago
Still need to reboot daily. Only the sound goes out. The picture is always there.
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ktipton8803
Frequent Visitor
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12 Messages
6 years ago
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user_a5r79y
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39 Messages
6 years ago
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Audiomixer
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45 Messages
6 years ago
Mine has been working fine for overa month now.
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