XfinityTV and Equipment

[GCHSR]

Anyone heard of any progress resolving the momentary black screen flashes using HDMI with Cisco RNG 200N DVR. (If using the component output you get momentary white flashes a few lines wide across the screen).

I had heard there were some software fixes in the works to resolve this problem.......Any news?

[ghoff1]

I am experiencing almost the exact same issue.  I have black screen issues with both the HDMI and component cables.  Occasiionally, my box exhibits loss of audio as well.  A Comcast tech told me that he has the same problem at his house with this equipment leading me to  believe that this is a software issue with this box.  

[purpleeyes]

yes having the same problem on and off for over a week or so.. what do i do to resolve this

[spottedlady]

we had the same problem last night...the "blinking" of video & audio.  When I called Comcast, I was told my DVR was missing a code.  So a code was added, the box was re-booted and it worked ok.  But if the box was missing a code, why didn't this happen earlier?  I think it is still all related to the software fiw we all need...so we wait until Dec/Jan for the fix.

[blokk]

I am having the same problem. It seems to occur about every 8 to 10 minutes and lasts for just a second or two. I had this problem before with a  Motorola set top box, but swapping it out for a different model solved the problem. I think I'll try exchanging the box for a different one and see what happens. 

[Agilis]

Just received a RNG200N as the replacement for a RNG200 that failed sometime during the day Friday. I too have been experiencing HDMI handshaking problems where both the audio and video cut out. It's not the signal into the box, it's the signal from the RNG200N's HDMI out to the HDMI in on the display device, in this case my Onkyo AVR.

Any word on the fix of this issue?

[rog286713]

try switching to component cables and see if that fixes your issue.  most people cannot distinguish between hdmi and component and your only getting 1080i anyway.

[Agilis]

Comcast is sending me a brand new RNG200N direct from their warehouse which unlike my current box, will not be refurbished. If it ends up fixing the issue, great! If it does not, I'll make the switch to component and see if it resolves the issue.

[ghoff1]

I have tried component cables and experience the same symptoms as with HDMI.

[dsaul9]

I have replaced a SA model with a RNG200N using HDMI and now experiencing this random black out.   Comcast doesn't have any entries in their knowledge base to resolve this.  Has anyone made any progress?

[Agilis]

Hey DSaul,

Switching to component worked for me. I'm lucky I had a 1 set of component cables to use between the RNG200N and my receiver. Since my receiver upconverts the component input to HDMI, I didn't need a second set. Now I experience video signal interuption once a night. Because I had to run optical to the receiver, I don't lose audio, just video, unlike using HDMI, which was both the loss of audio and video.

I have a brand new RNG200N being shipped here. I'll keep this thread updated on whether or not the brand new unit fixes the HDMI issue and then compare both the software version/hardware (firmware) versions.

[dsaul9]

thx.... it seems from other posts that component cables just change the problem but don't fix it .... waiting to hear if the new box works.

[blokk]

I replaced the 200N with the earlier model RNG200. No more momentary blank screen. 

[Agilis]

That is the box I originally had but unfortunately that box was no longer available when I went for my replacement and instead was given an RNG200N. That box was rock solid before its hardware failed for some reason.

[dsaul9]

NEW INFO .... talked to comcast tec and he said the "momentary outages" are a known issue with the new comcast software (i guess related to the new menu capabilities).   He said it was a HDMI HD issue and until it is fixed going the component cable route removes the issue.   Customer Service folks don't seem to know about this yet.    It would be nice if Comcast could post what is the status of the fix.

[GCHSR]

Using the component outputs on the RNG 200N will prevent the momentary "Black Screens" but the root problem will still present itself as quick white lines flashing across the screen at the same intervals as the Black Screens using the HDMI output. Less annoying but still a problem with the RNG 200N.

[Agilis]

Well the RNG200N arrived today and upon opening the box, I was reminded again how bad Comcast screws up at times. Not ony did they NOT send me an RNG200N, they sent me a Scientific Atlanta Explorer 8300HDC. Needless to say, it's being dropped off to Comcast tomorrow morning. 

Now I sit here, and wait on the phone to talk to Comcast Support representative.

[Update]

Comcast is going to credit me the shipping and have a Tech come out and drop off a brand new RNG200N and pick the box I just received. He/She will not be picking up the current RNG200N because I may have content on the current RNG200N. Sincerely doubt what they'll drop off will be a new RNG200N. 

Geeze.

[GCHSR]

I'd keep the 8300 HDC it's a much more stable box  and has none of the issues that the RNG 200N suffers. 

[Agilis]

Yes, I was thinking about it but the 8300 HDC is a much slower box b/c of it's chipset and doesn't have close the storage space as the RNG200N

[Agilis]

The 'tech' and his truck arrived 2.5 hours late and didn't have a clue about anything. The box he brought was a RNG150, not even a DVR. When i asked where the RNG200N that I requested, the tech stated that those boxes are not available. I replied, "Oh really? There's 1 downstairs. Completely ignorant of what he was actually there for, I explained to him that he is to take the old box that I was mistakingly sent. Ticked off, I called Comcast, complained, and talked to a very knowledgeable support rep who apologized for the misinformation I was given. According to the rep, there is no way for a customer to request a brand new box. She credited me $20.00 for the inconvenience.

So that is that. Will wait for Comcast to roll out a fix.

[ComcastKeisha]

Agilis--

Sorry about the issues you are experiencing from your cable box to the tech visit.

I have escalated your issue and someone will be in touch with you very soon.

[dsaul9]

Keisha: can u confirm that there is an outstanding problem with the RGN200N box and HDMI cables?

[manamok]

---

dsaul9 wrote:

Keisha: can u confirm that there is an outstanding problem with the RGN200N box and HDMI cables?

---

I have my RNG200N connected to my older 50" SONY Plasma with an HDMI cable and have experienced no recording/playback/viewing problems at all.  Picture resolution is set at 720P and is crystal clear for all HD channels.

I do experience the known recording problems associated with the current Comcast software but no problems I can attribute to the use of an HDMI cable. 

[ComcastKeisha]

dsaul9---

I can not confirm that because it could be anything from the splitters, the coax, the stb, the tap or the connection itself that could be causing a problem.

[dsaul9]

The tec i spoke to said there was a known problem with HDMI cables and that people using the RGN002N box with HDMI cables would have random interruptions.  He said this was communicated to all mgmt.  Wondering if this is reality or not.

[ghoff1]

I have spent a good bit of time experimenting with this box in an attempt to resolve this issue.  I have found that component cables reduce the frequency of the black screens popping up- but they do not eliminate them for me.  Given that I have this box connected to a DLP set, I am concerned that this issue may shorten the life of the TV's projector bulb.

I have fiddled around with the settings on the box and the TV as well but have not found any setting combinations that fix the issue.  I noticed that my RNG200N box is locked at 1080i output- I apparently cannot change this.  My TV is capable of 1080P but am wondering if there is a way to reduce the output to 720?  Perhaps this would resolve the issue?

Frankly, I am very disappointed in the lack of response we have seen from Comcast on this issue.  If they would acknowledge that there is an issue and let us know that they are working on it, I would feel a lot better about this situation.

[athena14]

I had the momentary black screen (and "this channel should soon be available" messages).  The first phone tech sent signals but it didn't get better.  Dora just told me to tighten all cable connections: so far, it looks good.

[Agilis]

A Status update on this issue:

Someone very close to Comcast's Board Members contacted me regarding my recent issues. I explained to him in detail the issues I've been dealing with and my journey that lead to utter frustration. As I explained to him what was going on, he took notes and told me he really cared about making things right. I told him about the ongoing issues, the lack of support, the fact I know more than techs, etc. After speaking to this man for about a half hour he said he was happy to speak to me and would call back in a few minutes with some sort of compensation for my parent's loyalty and frustration.

Within in minutes, after telling my parents that they should be getting a phone call, the man called back. My father who answerd, was more than pleased and absolutely shocked. Now I will not discuss what the person did in detail, but they made things very easy on my parents for the next year or so. He told my father that he'd be calling me for help or assistance with his own set up. I was unable to take the second phone call because I was getting ready for a local Rock Climbing competition.

Now regarding this issue, the person who I spoke to, said that Comcast Technicians are working close to Cisco to try to fix this issue. As far as the status on the fix is concerned, there is no status update available. The man I spoke to told me that some fixes for this issue are already in play and being distributed to different areas, but because most customers are not like 'me', and don't even know what HDMI is, the reporting or confirmation regarding the fix is never heard. For instance:

When I explained to this man in detail what was happening, he told me it was the first time someone gave him that accurate of an explanation regarding the issue. He said the average customer base doesn't even know how to work a DVR correctly or remote correctly, let alone use HDMI. Because of this, it's frustrating when you have customers not able to convery the real reason they are calling.

Now to recap this issue:

When the RNG200N is connected via HDMI to a video device, the DVR momentarily displays a black screen and the audio is dropped. After a second or 2, the video and audio is resynced and both the video & audio operate normally until it happens again. If the RNG200N is connected via component cables with a secondary audio cable, the DVR continues to display a black screen momentarily, but not nearly as often, and without audio drop out, which, still annoying, is more tolerable.

Comcast tech and specialists have confirmed that this is the only suitable work around as of right now and are continuing to work on a fix.

I told him to contact me if he needs more information or advice and that I would call him if I have any more problems.For now, we wait until the fix is ready and distributed. No telling when that will be.

-----

Work Around for HDMI Black Screen Sync Issue:

Audio Video Receiver:

- 2 Video Component Cable

- 2 Audio Optical (ToSlink) Cable

1. Disconnect HDMI from back of RNG200N
2. Connect 1 Component cable to back of RNG200N and into a Component in on AVR

3. Connect other Component cable from Component out on AVR to Component In on the back of the TV

4. Connect Optic cable to back of RNG200N to Optical In on back of AVR

5. Connect other Optic cable from Optic out on AVR to Optic In on the back of the TV

6. Consult AVR manual on how to make sure the Optic input is matched with the Component Input chosen.

TV:

Requires:

- 1 Video Component Cable

- 1 Audio Optical (ToSlink) Cable

1. Disconnect HDMI from back of RNG200N
2. Connect Component cable to back of RNG200N and to Component In on the back of the TV

3. Connect Optic cable to back of RNG200N to Optical In on back of TV

Audio Video Receiver w/ HDMI Upconversion:

Requires:

- 1 Video Component Cable

- 1 Audio Optical (ToSlink) Cable

1. Disconnect HDMI from back of RNG200N
2. Connect Component cable to back of RNG200N and into a Component in on AVR

3. Connect Optic cable to back of RNG200N to Optical In on the back of the AVR

4. Consult AVR manual to make sure HDMI upconversion* is on and how to make sure the Optic input is matched with the Component Input chosen.

* HDMI upconversion is the process of taking Component, Compositie, S-Video video connections and outputting them via HDMI

[dsaul9]

That is the issue I have.   I am just going to continue using the HDMI cables so ... how will we know when there is a fix and does it have to be downloaded to get it?  I am willing to bet the HDCP protocol to prevent copying digital media is at the root of the problem. 

[Agilis]

Not sure when or how we will know, but I'm sure it will be pushed via an APDL (Guide) update. If you can, I'd seriously make the switch to component because losing both video and audio is extremely annoying, but

losing just the video, still allows you to follow along with the television program you are currently watching.

Regarding the HDCP protcol being an issue... I 100% agree with you.

[dsaul9]

If u hear anything ... pls post ... I will do the same. thx.

[spottedlady]

Things had been working as well as they can, since I just reboot the box myself a couple of times a week.  What's the point of calling Comcast.  Now we are back to the flashing black screen while watching VOD.  I thought that it was only on the VOD but when switching back to the other channels, it did the same thing.  So I called Comcast...I got Orlando (I'm in Naples) where they do not have Cisco boxes, and evidently not the same issues.  They listened, had no clue and sent me to the billing department for a credit.  Billing dept connected me to "someone in your area" and offered no credit to my account.  Guess what this next person did...rebooted the box!  He wanted to schedule a service call, which is pointless, since I know it is still the software issue.  He would not issue any credit, since it was not occurring on all my channels, and I still had my phone & internet working.  Although I have the Cisco RNG 200 box, it is the same problem.  The last time service came out to switch it to the 200N, they couldn't get that one to work so I kept the one I have.  The last person I spoke to said "if you want to go with someone else, and come back when we have things fixed..." basically told me "don't bother us with your complaints..."  I sure hope things get fixed in a few more months!

[dsaul9]

r u using HDMI cables ?

[spottedlady]

yes, using HDMI...from the DVR through the receiver to the TV.  Tried component with separate audio cable from DVR to receiver, and it didn't fix the problem.  The last tech that was here said it is the software problem, and the cables really didn't make that much difference.  The problem is intermittant, and it only became a big annoyance this morning, while watching VOD.  I rebooted the box and haven't tried to watch TV since I did that.  

[Anon55148]

I have the same issues. It seem to have some relation to the video format.  With SD 480 channels like History or Military it will happen every 2 mins.  It occurs less on HD and may go an entire program without a drop on HD local network stations like ABC/NBC/CBS.  It happens constantly on HDMI and and with 2 different tvs hooked up.  Using a component hookup still gives problems, but far fewer and they are pixelation and breakup, rather than complete drop-outs.  Another tv hooked direct to cable and viewing the Clear QAM stations never shows any drops.

Comcast techs have been out 4 times, taken readings from drop box to tv - all were very good.

Comcast has run a new cable from the house box to the room (at my expense). All cable ends and splitters replaced - took more readings.  Still having the same Black-Out problems. Replaced my Motorola DCH3200 box with another (refurbished) which didn't work, then put in a RNG110 (refurbished).  By that time he had been here about 2 hrs and wanted to go home - after a quick test, he declared it fixed and left.  When I watched later that night, the problems were still there.  Watching tv while as I write this - had 5-6 drops during that time - make that 7 - just had another one!

I have monitored the In Band Status on different channels and over several days.

SNR can be between 34 and 40.  Signal dBmV can really vary - recorded levels between +4.0 and -11.7

So - new wiring and connections, 3 different cable boxes tried, 2 TVs tried, signal strength very good according to all the techs, HDMI and component both effected by glitches.

Interesting that the problem occurs so often on niche channels like Military & History and far less on popular HD channels.  Could Comcast be dropping the data rate so low on less popular channels that video buffers are running dry and causing the drop-outs??

UPDATE:

Latest tech was a "lead" - he was able to watch the problem occur, took all the usual readings and couldn't figure it out either.  He concluded that I shouldn't be using HDMI - stick to component cables.  He also felt that the pixelation and breakups on component are due to old underground cables in my neighborhood.

Found the solution to the HDMI issue myself. 

There seems to be a bug in Comcast's implementation of the Consumer Electronic Control part of the HDMI protocol.  The CEC is supposed to allow the cable box to communicate with the HDMI device (tv) and read what capabilities the tv can handle.   I went into the cable box HDMI setup menu and changed "Auto Detect" to Disabled - then went into the HDMI Display Capability settings and turned off 480i and 480p, leaving 1080i and 720p on.

Switched back to viewing and watched for 2 hrs without a drop-out.  Went back into the cablebox and turned "Auto Detect" and the 480 res on - lots of dropouts again.   Changed the settings back and problem fixed.   It would seem that the periodic "Auto Detection" is the culprit.

Now if I can just get Comcast to dig up my neighborhood and run new cables, I'll be all set!

[where_is_fios]

Keisha cannot confirm anything because then comcast would be accepting responsiblily for faulty CISCO RNG200N boxes they are pushing on us.    You are all wasting your time calling customer service or having a tech come out to your house and waste your time.   IT IS A BOX ISSUE!   Keisha....use your status as an admin to get this issue resolved.

                                           -------------CISCO RNG200N = COMCAST JUNK-----------

[manamok]

I have some of these problems with my Cisco RNG-200N DVR's.  I received a recent email from Comcast and was told the following:

"The software patch that is being released now begins with S25p3 and ends with .r-27.  The .r-27 release will be consistent for all SA and Cisco branded cable boxes."

My update took place two days ago - it seems to have fixed the issue I was having with recording two shows simultaneously while watching one I had recorded previously.

You can check the software version on Cisco boxes by going into the menu and selecting "configuration" on the cable box setup option,

[dsaul9]

Can u tell me if you had the random 5 sec black screen problem, and if so, did the new release seem to eliminate this issue.  thx

[manamok]

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dsaul9 wrote:

Can u tell me if you had the random 5 sec black screen problem, and if so, did the new release seem to eliminate this issue.  thx

---

I did not have that problem - my problems were mostly related to incorrect recordings.  Either programs were not recorded completely or they weren't recorded at all. 

[dsaul9]

Can u tell me how to get the software upgrade?

[manamok]

---

dsaul9 wrote:

Can u tell me how to get the software upgrade?

---

My understanding is that it's being done geographically - I'm in Eastern Mass.  It's supposed to be completed by the end of the year.  Check your version number a couple of times a week so you'll know when it's done.

Good luck.

[dsaul9]

So they are done automatically, i.e., i don't have to request upgrades?

[manamok]

---

dsaul9 wrote:

So they are done automatically, i.e., i don't have to request upgrades?

---

Yup, the software upgrade is done automatically.

[spottedlady]

I'm in sw Florida and no upgrade here yet.  Hopefully it will be soon.

[Agilis]

My RNG200N was powered off last night, not by me, so I was hoping the software was updated but the version has not changed. Checking Configuration returns the following revision:

S25p2-7.1013.r-52

Oh well. I'll keep waiting.

[manamok]

I have had the software patch for about a week now and have noticed improvement in the recording and playback issues that I was experiencing before.  I can now record two shows and watch a recorded show at the same time without the recordings being shortened or not being recorded at all.

However I am still experiencing something similar to the "momentary black screen" that is the subject of this thread.  I'm getting a momentary gray screen for a few seconds and then the normal picture returns.  If I replay the scene the blank screen is not there so I know it wasn't in the recording or the transmission.  It seems to be coming from the cable box. 

Both of my Cisco RNG-200N boxes do this - my SA Explorer 8300HD box does not. 

[dsaul9]

welcome to the club!

[Agilis]

Hello everyone, I just got home from the rock gym and decided to check out the RNG 200N configuration and it has been updated sometime last night because the S/W Version has definitely changed. It now reads: S25p3.1109.r-27 I will wait to see if I have any momentary blank screens with this update since I was having a slew of them, some nights were worse than others, before switching back to HDMI. I'll post back with an update.

[Agilis]

Connected through component, just experienced a momentary blank screen just like I used to experience. However, I have not seen multiple, or 1 after another. So it happens, but now it's less frequently.

[manamok]

Based on what I've been told by Comcast the software patch does not address the momentary black screen issue.