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?
lesmikesell
Contributor
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532 Messages
6 years ago
Have you tried disconnecting and reconnecting the HDMI cable instead of rebooting? And if so, does that wake it up?
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Jerry161
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38 Messages
6 years ago
Only thing that works is changing the TV HDMI setting from 2.0 to 1.4 and quickly back to 2.0.
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Jerry161
Contributor
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38 Messages
6 years ago
It affects TVs made by Tongfang under the Westinghouse and Element brands, even running their latest firmware.
BTW, my X1 box software is version 104.1.1, updated Oct. 16. That's when it started. I can tell because it DOESNT happen when I switch boxes, which do not come with 104.1.1. Once they update to 104.1.1, the problem returns.
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lesmikesell
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532 Messages
6 years ago
Does it work to set the X1 box to 720p output for the times you are not watching 4k content?
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Sumors
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20 Messages
6 years ago
I've been unplugging the HDMI and plugging it back in, and it does work until the next day. Went to the Xfiniity store today and relayed what the problem is with them again. The customer rep just sent an email to their tech support with all the details. Not expecting any miracles.
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ktipton8803
Frequent Visitor
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12 Messages
6 years ago
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Jerry161
Contributor
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38 Messages
6 years ago
And now it's working fine. All I did was turn on Power Save. Now in the morning it operates as it should. Weird.
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marialuisa112
New Poster
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2 Messages
6 years ago
I having problems every day with my cable.
yesteday I went to COMCAST store. They gave me a brand new 4K box with all new cables etc..
still not working. I called tech support twice . They said the box is offline
they couldn't fixed.
this has been going on for weeks now.
i don't know what else to do.
I'm thinking in changing cable company.
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lesmikesell
Contributor
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532 Messages
6 years ago
Your problems almost certainly have to do with the signal on your coax cable - possibly inside or outside your house. You will probably have to have a tech come out and fix it.
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Jerry161
Contributor
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38 Messages
6 years ago
I'm now convinced that it's the strength of the coax signal. My problem disappeared after Comcast had an unplanned outage in my area about two weeks ago. Firmware on TV and cable box is the same. Don't know if the signal was too weak to properly handshake, or maybe even too strong. But it's working now.
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marialuisa112
New Poster
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2 Messages
6 years ago
Thank for your response.
I connected the 4K box with a small 4K TV I have in other room. It woks perfect........but I connected the small box to my main big screen TV and it only works in one single channel. It doesn't change channels, neither all the remote control functions.
I will go "again" to Comcast to exchange the small small box.
I will see what happens.......
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Jerry161
Contributor
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38 Messages
6 years ago
Again, I don't think it has anything to do with the TV or X1 box.
I've been through 3 X1 boxes connected to my Westinghouse 4K TV. Same firmware as an Element. When the X1 box updated its software to 104.1.1, the TV would try to connect to the box when it was set to 4K@60Hz, but all I'd get was static, like the old televisions. Fooled with settings on the TV, no help. The only things that worked were switching the TV's HDMI mode from 2.0 to 1.4 and back to 2.0, or setting the box to 1080p. I also switched the box to Power Saver.
About two weeks ago, Comcast had a major outage in my area--no TV, Internet or phone. Since the service was restored, I've had NO PROBLEMS. All work like a champ. So Comcast did something, possibly, and I'm just guessing here, with their signal strength, when they fixed the outage.
I'd suggest a tech visit to measure signal strength to your home. It may be too weak--or even too strong.
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chrism3
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53 Messages
6 years ago
I am the original poster for this. Somehow, an "answer" was selected for this that was NOT a real answer (and it wasn't selected by me). So, let me provide an update.
My issue began in July 2018. After countless attempts to resolve this issue, multiple XG1v4 replacements, many phone calls, a few tech workers sent to our home, changing settings on the TV or X1 device, etc., nothing worked.
By October 2019 (literally 15 months after the problem was first noticed -- and more than 450 days of having to unplug and replug my XG1v4 box to reboot it -- I had given up hope. I was going to transfer my home phone line from Comcast to AT&T and simply cancel my Comcast Xfinity service altogether (after 11 years with Comcast).
As my one-year locked Xfinity pricing was about to end, something changed. Suddenly (in October), there was an outage. Afterward, I could turn on my TV with the remote and it actually worked. I had little faith that it would last more than a day or two -- but it did. A few weeks later, it still worked. It felt like a miracle. My cable would actually work when I turned it on!
It is now mid-November and I have not had this problem for about a month. The only thing that I can conclude is that it was some sort of software issue that was FINALLY resolved. It wasn't a tech support person fixing this via the phone. It wasn't a tech sent to my home. It wasn't a setting on my TV or X1 box. It simply started working.
It is crazy to think back over the last 16 months and how I had to unplug and replug my TV in every single day throughout that time period. To compensate me for my inconvenience, I had been promised credits a few times. They never showed up on my account. I had been promised that my issue would be escalated and I would receive a call. No one ever called back.
In fact, I think that I only actually received one $20 for the "inconvenience" (of being unable to use my cable each day without having to unplug and replug my box in everyday). I don't think that I ever felt less valued as a customer than I did throughout that time. I think that Ken (the Xfinity rep in this thread) was the only one that seemed to go out of his way to find a solution.
Still, it is nice to know that this issue has been resolved for me. I don't know HOW it was resolved after 16 months. However, it was resolved nonetheless.
If you're still experiencing the problem, I would suggest that you contact Xfinity Tech Support and refer them to this thread. Whatever they did for me (and others like me) needs to be done for you.
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Jerry161
Contributor
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38 Messages
6 years ago
" Suddenly (in October), there was an outage. Afterward, I could turn on my TV with the remote and it actually worked. "
This is EXACTLY what happened to me. Weird.
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ahu1
Frequent Visitor
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19 Messages
6 years ago
The same happened to me. For the last few weeks, the box has worked without a need to reboot. As the original poster said, none of the servicemen were able to fix it, it just happened. It was probably some software fix in the Xfinity provisional system that solved the problem. And yes, Ken from Comcast was very helpful. He tried very hard to fix the issue. I hope that it will stay like this from now.
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