About ComcastEricG

Friends,   We have not experience the audio drop issue when the STB is set to Stereo. I see some of you mentioned that you do hear the problem in stereo? Are you referring to the settings of your equipment or the STB?   Thanks ... View more

Audio dropouts are NOT specific to one channel. If you are finding that this is the case for you, then you have a different problem that most likely resides on the frequency that the specific channel lives on. If this is your scenario, let me know and I'll look into that with your local market. Audio dropouts have proven to be an extremely difficult issue to troubleshoot. There is no method to the madness. They are heard on all assets; meaning linear (live), DVR and OnDemand. They are heard across all boxes on the X1 platform. To our knowledge, they are NOT heard when the box is set to Stereo in the Device Settings/Audio Menu. This is not a software problem. We believe it is something deep within the surround processing and we're digging deep to solve it. We've pushed firmware that has resolved the problem for some but not others and we're digging to find out why this is the case. We've had some report that the problem went away and then returned. In short, the problem is genuinely unique in that it is neither broad across all users, nor consistent among those who actually do experience it.  Having said that, we're working hard to correct it. We have a full team of engineers working in tandem with our chipset manufacturers, as well as our Surround Sound processing partners. This is not something we take lightly and we're not ignoring users because they have an A/V setup as opposed to just a box hooked to a TV  (many have also reported the problem with this setup as well). So, please keep posting your findings. All info is good info. I'll try to check in daily and answer as many questions/concerns as possible, as well as post anything new that may arise. Please know that his thread dictates much of how we proceed (although I do have test facilities and CAN replicate the problem here). As soon as I have a new patch, I'll let this thread know and PM all of you who have PM'd me. AQlso, please encourage newbies to read through the thread thoroughly or PM me if needed. Thanks to all for your continued patience and ongoing help with this. I'm confident that we'll resolve this by years end. ... View more

Cadman01 - yes, I will keep you in the loop for audio patches. I usually give this thread a shout before pushing anything to see who is willing to test, so stay tuned. It is my hope to have another patch to push in the next couple of weeks, so I'll keep you all posted. Thank You ... View more

Many of you are mentioning your Samsung TV's. Samsung recently had some issues with audio drops independent of what we are experiencing with the X1 devices. Samsung reprotedly released a firmware update that "fixed" their issue. Please make sure all of your Samsung displays are updated (as well as any other devices you have in your setups). It has and does make a difference. In the meantime, we're readying another patch now to push, but we're working on making it "generic" to the platform. Meaning, we're working on making a patch work on all the boxes in the platform I'll keep you all posted.   Also, I've been talking with many of you and I see a commonality with LIVE sports broadcasts. Does this sound accurate?  ... View more

All,   Thanks for the continued information. I'll start looking into each account accordingly.     SFguy - you definitely have something going on beyond the scope of this thread, but I'll look into it and see what I can find.   R132, Nightbreed357, and PghSteelerFan43 - I'll start digging into your problems as well.   We're continuously looking for the source(s) of this problem and, although we have reloved this for some, we're still trying to determine why the issue continues for others.   Please know that I'm working daily on this, but currently on the road. Regardless, I'll be in touch with all of you via PM when I find out more specifics to your problems.   Thanks all for your vigilance and patience. Every bit of information helps. ... View more

Friends,   I have sent firmware to many of you over the months and have had many different outcomes. Any new information you can add to this thread will be most helpful. The most recent and frequent summation seems to be that the latest patches have helped in both the frequency and severity of the drops, but they are still there. And mostly in OnDemand content or recorded content . . .not as much in live TV. Regardless, can all of you check your Firmware? I believe that I have opened up all of you cable boxes (if you were testing stuff for us) and you should all be running the latest firmware versions. You can check by pressing your Xfinity button, scrolling down to About and looking for the eSTB Version. Or, just use your voice command and say, "About."  If any of you see the letters VBN in the firmware version, please let me know asap. If not, you're running the latest versions. Also, if you are using Legacy products (not X1) and experiencing these drops, please message me directly.   Lastly, I'll be offlinie for a few days and resume posting and messaging on 8/24.   Thanks again to all of you for your continued help and patience. It is most appreciated. ... View more

Hi All,   For the sake of keeping this thread unique to the Intermittent Audio Drops we've been fighting, please feel free to message me directly with non related items and I'll help with those and/or direct you to the right location.   Thanks to all for your continued patience as we dig deep to find what is continuing to cause these intermittent drops in audio. Also please keep me updated (via this thread) on any changes you're seeing. As an example, many of you have been seeing (hearing) the drops only with OnDemand content now.    Thanks again and let me know.   ... View more

Yes, we are aware and working on it (still). Seeing all kinds of things happening. I'll give some updates soon and to those I've been messaging with, I will continue to do so.   Thanks all. Your patience and help have been incredible. ... View more

Friends,   There's a lot happening here, so I'm going to go through, account by account, and see if we can narrow things down to see if your specific problem is part of our intermittent audio drop or if you're experincing something different (signal issues, RF issues, equipment issues).   For those that have been following for a while now and know the intermittent audio drop problems (no video issues, just quick 1 to 2 second audio dropouts), you should all now be on the FW with either 2.3 or 2.4 in it. To check your firmware on your box, please press the Xfinity button, scroll over to Settings (the gear wheel) and select. Then scroll down to About and select. You will then see a line for STB Version. This is where you will see the FW version and again, it should have a 2.3 or a 2.4 in it. Please get me this info and that's how we will start diagnosing your particular issues. There are currently FW updates going out nationwide that have audio fixes in it.   Many of you are experiencing positive results with the new FW, but some are not. I have to start correlating the information and get with our engineers to analyze and figure out why the fixes work in some cases and not in others. Again, this is where your FW comes in handy, as well as your cable box model and how things are wired.   Lastly, I apologize for not getting in touch with all of you sooner. I've been out of the office, in the field quite a bit lately and am a little bit behind keeping up with all of you. Please know that this audio issue is a HUGE priority for me and my team-mates and we will get to you soon.Excuses aside, I apologize. Having siad that, I will be in touch with all of you soon and we'll dig deep to find out what's going on in each of your situations.   As always, I cannot thank all of you enough for your help in this super annoying problem. We will get it resolved and we continue to get closer to a solution. I thank you all for your continued patience.   E. ... View more

Thanks! I've sent you a private message. I'll look into this ASAP and set up some of the legacy gear right away to test. ... View more

In the About section, you will see an STB Version (this is the Firmware version). This is what we need to diagnose. Thanks. Most of you should be on something with 2.3 or 2.4 in it. Please post or message me when you know for certain. Strange things happening with the FW. For some, the latest builds are solving the audio drop problem yet others say there are no changes OR the drops returned after being gone for a while. I will start documenting and tracking and looking at your paricular STB models, etc. The builds behave a little different in different model boxes, so I suspect we have some strange anomolies to iron out. We're getting closer tho, so thank you for your patience. I'll be in touch and continue to update this thread.   Thanks, as always, to all of you. ... View more

Hi All,   I have private messaged most (all) of you requesting details about your systems (makes, models numbers, how it's wired, cable box models, etc.). Most of you have gotten back to me and have recieved test builds to your boxes. Anyone else interested, please let me know and we'll move forward.   We're testing new builds now that are very promising and I'd like to get all of your feedback.   For those with legacy products, please message me any/all details you deem important and we'll see if we can't figure out what you're experiencing.     Thanks to all for your continued patience and help with this. It is greatly appreciated. ... View more

If anyone could let me know if the drops have changed/stopped in the last week or so, please do. We've sent some test builds out (random) and I'm hoping for some feedback ... View more

Hey Friends,   I hope to start pushing test builds with a potential audio drop fix this week.   Raydog1 and Dr-X, I'll be glad to help with your drops as well. Message me with some details about how your stuff is wired, what type of gear you have, etc. and we'll see if we can't help out.   Thanks to all as usual for all of your patience.   I will keep you all posted as things develop.   Thanks again. ... View more

Friends,   We're almost there with a fix for these audio drops which I know are driving many of you nuts. I apologize for the time involved in finding this fix, but we're working diligently to get this right. I have been testing some builds that I believe are the ultimate fix. Our challenge at the moment is getting this build to a generic state so it works in all of the X1 boxes across the platform. I have requested that we get test builds as soon as possible so that I can get them to you all. As soon as I can, I will get these out to you for your testing and scrutiny.   Thanks to all for your continued patience. ... View more

Hi All,   Just a quick update to let you all know that we are closing in on the fix for these audio dropouts. I am currently testing a build on the Pace XG2 that is VERY promising. Actually, if any of you have a Pace XG2 (model XG2v2-P on the bottom of the box) and are experiencing this audio drop problem, I'd be glad to send the build to your box for testing. Message me and we'll make it happen.  I will continue to update this thread with the results of our findings and push builds to anyone willing to test (and having the appropriate boxes).   Thanks ... View more

I've messaged a few of you here on this thread. Please feel free to message me here and I will directly address your specific concerns. Thanks ... View more

The problem is NOT exclusive to Denon receivers. We are seeing this in a multitude of wiring/equipment scenarios. We are working hard to find the culprit and are still testing builds daily. The problem is much deeper than a quick fix unfortunately. We are literally working every day to solve this and believe we are on the right track. It is a priority. I will send test builds to those interested. having said that, we do NOT have test builds for all model cable boxes. We are working on that now, as well as a generic fix that will work across the entire X1 platform. thanks to all for your continued patience. ... View more

Thanks for the continued updates! Rustyben - thank you (and your broadcast engineer friend) for the valuable information. I'm not sure that this problem you are describing really pertains to the audio drop issue we're referring to (as the audio drop issue happens across all channels, VOD and DVR), but what you're explaining is excellent information and it will get passed along to our engineers to ponder. flailking - we feel your pain. I have to listen to these drops all day and night (for testing reasons) and I can assure you that we're pushing hard to get this resolved. We continue to get closer with our fix builds and I will let you all know as soon as they're ready to roll. I will also push it to anyones cable box in front of any planned firmware upgrades so that you can test it for yourselves. Again, once we feel we have a good fix, worthy of your time, we will get it to you.  ... View more

No, the Thanks go to you asmarks, and everyone else who has been patiently waiting for this to get resolved. We're very encouraged with the early results on several of the X1 boxes. Again, I will keep you all posted and as soon as we're ready with a FW push. I have my fingers crossed that this will be as early as next week, but remain uncertain. Regardless, I will keep you all informed. Thanks again. ... View more

Nope, not related. Thanks for sharing tho. I'll keep you posted as to when this happens.  ... View more

I wanted all of you on this specific thread to know that we're close to resolving the audio drop issue. We're testing several FW builds now that are VERY promising. The challenge will be to get this to a global fix that works across all the X1 boxes (yes, the Arris XG1's have the problem as well, just not as frequesnt due to the different chipset than all the others). I am hoping to have something next week that I can push to any of you who may be interested. This push would be specific to the audio drop problem and would be well in front of the larger patch release that goes out and addresses several issues. Please feel free to message me with any questions or concerns. As always, please know that we're working hard to resolve this issue (as an audio geek, this has been killing me personally). Regardless, we appreciate your patience and want to get his resolved as soon as possible. Thanks. ... View more

Hi all. I work on ComcastNeals team and I can assure all of you that we are still working very hard on this. We're currently testing many potential fixes, but it is a slow process, as we have to thoroughly test each model box at length and any potential fix has to work across all X1 models. Rest assured, this has become a personal mission for our team and several other teams here at Comcast and we'll keep you posted as things develop. Thanks for you patience. ... View more