XfinityTV and Equipment

[dsaul9]

I can't say the problem is HDCP related or not - Comcast has maintained it is the software related to GUIDE.  But I can tell you I have a brand new HD/3D  Plasma TV, brand new Yamaha receiver with my RNG200N and definitely have the problem.  It would surprise me to learn that whether the TV is LCD/LED/Plasma makes a difference regarding this issue.  I would be interested to hear what others think.  

[manamok]

Comcast has told me that the problem being discussed in this thread is a firmware problem with the Cisco RNG200N.  Cisco is developed a firmware fix for the issue and once Comcast has tested the fix thoroughly it will be released to the boxes.  They expect the testing to be finished in mid-2012.

[gt67]

Cisco RNG200N just installed.  Frequently, video interrupted by black screen for a second or less. Sound continues.  No pattern, just random.  Suggestions?

[GCHSR]

Whomever checked solved for this problem is dead wrong..... The following is not a solution.

"Correcting the issue requires momentarily changing the channel during a live show or stopping DVR program, exiting the DVR entirely, and then returning to the show a moment later".

[GCHSR]

Read topic: "Momentary Black Screen / RNG 200N DVR"

[rog286713]

how would the OP know what that even means?

[GCHSR]

Seems fairly straightforward........... Read the Topic "Momentary Black Screen / RNG 200N DVR".

[ahauman]

I found and re-read carefully a post by Anon55148 on 11-06-2011 at 12:53 PM and updated on 11-17-2011 at 4:09 PM in this Forum Topic Thread...

-----------------

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.

----------------------------

I have not found the "HDMI Setup Menu" or the "Auto Detect" setting Anon55148 references.  However I did find on the HDTV Setup Wizard, after choosing "Advanced", that all HDMI Display Capabilities were checked.  I unchecked all but 1080i and 720p as Anon55148 suggested.  I then pressed the power button on the remote.  I noticed the LED light on the front of the box then read 720p rather than 1080i.  I reentered the HDTV Setup Wizard and choose "A" for "Easy Setup", chose "16:9" and exited.  The LED then read 1080i.  I again went back in to the HDTV Setup Wizard and chose Advanced.  Only 1080i was checked.  I exited.  Still testing this but I have not seen the Momentary Black Screen issue since.  And we had it bad.  All channels HD and non-HD still work fine.

To start the HDTV Setup Menu on a Cisco RNG200N Box power the set top box off then press HD Zoom on the COMCAST Remote.  Or you may have to press Menu, Guide and Info all at the same time.

[dsaul9]

I will give it a try.

[Agilis]

I don't know what cable box/DVR or guide version Anon55148 was using but there is no HDMI configuration options. That being said...

I went into the HDTV Setup by powering off the RNG200N and pressing HD Zoom on the remote. I chose Advanced option and selected 1080i and 720P as being the only video formats valid. After doing this, the RNG200N was stuck using 720P. Changing the channels did not help, the RNG200N insisted on the format being 720P.

I then repeated the process, deselected 720P, and left 1080i as being the only format selected. I'm now in the process of testing the second part of Anon55148's suggestion.

[dsaul9]

I am a little confused.   I went into the HDMI setup for the RGN200N box and initially none of the options were chosen.   I chose the 1080 option and it remained the only option selected when I went back to re-check.  I could only watch the TV for several minutes, but I thought when I went to a non-HD channel, the black screen did appear.   I do need to do more thorough testing.

[Agilis]

Well I just experienced the black screen using the proposed solution and it did not work. I'm going to assume what worked for Anon was the fact the person had an HDMI Options menu available in the guide and was able to turn off the CEC feature.

For those who don't know, CEC, is a feature available to those using HDMI which allows devices to intelligently control other devices connected via HDMI. Different brands have a different name for it, and also have different implementations of the CEC protocol. But in the end, it pretty much does the same thing. Samsung calls their CEC implementation Anynet+ Some of the things CEC can do is to allow your TV to power on a Bluray device when the TV's source is changed to the source for the player.

Now I use HDMI-CEC with my AVR, my TV, PS3, etc. and when browsing for devices, the RNG200N does not show up in the list of devices supporting CEC. IF in fact the RNG200N supports CEC, (the guide version currently in use does not allow it to be configured or its use) then it could very well be the issue. Only CISCO knows for sure.

[manamok]

---

Agilis wrote:

I don't know what cable box/DVR or guide version Anon55148 was using but there is no HDMI configuration options. That being said...

---

Based on his post it appears Anon55148 is in a Motorola market - not a Cisco market - so his Guide software would be a bit different than ours. 

i've had my RNG200N set exclusively on 720P since I got it and still have the blank screen problems.

[Agilis]

---

manamok wrote:

---

Agilis wrote:

I don't know what cable box/DVR or guide version Anon55148 was using but there is no HDMI configuration options. That being said...

---

Based on his post it appears Anon55148 is in a Motorola market - not a Cisco market - so his Guide software would be a bit different than ours. 

i've had my RNG200N set exclusively on 720P since I got it and still have the blank screen problems.

---

Ahh that explains it! Thanks! That's a totally different box which means different hardware and different firmware.

[jstillw]

Wondering if ahauman problem is still fixed???  I think he had the Cisco box.

[ahauman]

I'm afraid ahauman is out of town till the 4th...I report back then...

[dsaul9]

The problem still remains.   After adjiusting RNG200N to 1080i only and adjusting my Samsung TV, the black screen still appears randomly.

[NCLowe]

I have a Motorola box and am still having this issue a year later, so i don't think its limited to one particular box.  I also have the multi room dvr, and only have the problem on my main box.

[spottedlady]

After reading these posts on a daily basis I was wondering WHY are WE the ones trying to come up with a fix when Comcast is dragging their feet?  There is a problem and they KNOW there is a problem, but yet we keep paying our bill month after montrh...so why should they rush to fix it, spending THEIR money?  We are all so connected to that TV that we accept this situation as a part of having the big screen in our life.  I am guilty too.  We all are hooked.

[Ricoh636]

Add me to this problem. I've tried forcing 1080i, a new HDMI cable, and components cables with no luck. As of right now, watching tv via the RNG 200N is totally unbearable; black screen glitches happen about every 2-5min. I'm having to watch tv in the rooms that only have the digital converter just to get consistant video. Thats not acceptable given I'm paying for a pricey HD package. I'm wondering exchanging for another box will only provide a temporary fix.

[dsaul9]

you can go to the SA8300 - should work ok, won't support 3D

[Ricoh636]

---

dsaul9 wrote:

you can go to the SA8300 - should work ok, won't support 3D

---

No 3D  Well, I guess that beats the black screen of doom.

[ghoff1]

With all of the issues that we have all been experiencing, I was shocked to see that my monthy cable fees were increased 9.6% this month.  Now I get to pay more while still receiving less than adequate service.

The Internet fee went up but I am so happy with that service that I don't mind.  Why can't Comcast provide cable service as well as they provide Internet service? 

[tlovejoy]

Same problems with RNG200N and on the 4th box from Comcast....they are incompetent! Keep sending out tech to always verify good signal...they replaced underground cable, cable in house, etc...going on for over 1 year. changing cables doesn't seem to help. Got $20 credits but wasting endless hours of my time!!!

COMCAST SUCKS .... TIME TO TRY Dish or Direct

[ahauman]

I'm back!  And I'm afraid I still have the problem although it seems to be far less frequent.

[Joepena10]

I just got 2 of the cisco RNG200n boxes and I was like what the heck is this, the black screen of death issue was happening to me as well. I made the change to only 1080i and so far no black screen. Tv has been on for 2 hrs.

[dsaul9]

Hopefully ur luck is better than mine.   I made the 1080i adjustment and the problem persisted.   Boy, wouldn't it be great if Comcast could educate us on this problem so we would stop shooting in the dark!

[egotten]

I also tried the 1080i adjustment in the past and it worked for a while but the problem then came back. The only thing that Comcast needs to do is to release the firmware update to fix the problem. Whoever is reading this forum should be well educated by now about the cause of this problem and the lack of response by Comcast.

[Joepena10]

After about 4 hrs the tv just flicker again. I notice the issue hasn't occur in my master bedroom where the box goes directly into my LCD TV via HDMI. The one having the problem even with the 1080i fix is connected to my Bose v30 system via HDMI then out to my Samsung. Being a Cisco guy myself configuring their asa firewalls, switches etc, Im shocked this isn't fixed yet.

[dsaul9]

It is hard for me to believe that the receiver is the issue.   It is just a passthru.

[tlovejoy]

Tried the adjustment also, still having problems! You would think Comcast would address the issue after all the time and money they spent on my problem and the frustrations they have caused for the past year with no sucess in remedying the problem. Last tech out vaugely refered to the problem, can't believe they are really that oblivious to their problems.

[heyfrank]

I have this same issue with the RNG110 and haven't gotten a reply from anyone yet. The only reply I ever get is "well, we can send a tech out" ... sure send a tech out for $20 and then to tell me it's my signal or receiver. I have the comcast box going through a Denon 1912 to my LG 3D LED TV and it flickers when OnDemand is activated. At first it was all channels until I tricked my harmony remote into thinking it was a pace box, which solved that, and now it's only OnDemand and sometimes a HD channel. I'm really becoming upset with Comcast's service, and even more their customer service. This obviously has something to do with a signal strength issue being emitted out of the box, and being carried through the AVR to the TV.... I pay for comast monthly and just acquired a 3D TV for xmas and can't even use it properly because of the poor service. After I was told I had to change my box also because of the 3D function, it now won't even display OnDemand properly. Comcast needs to address this issue ASAP or they will be having complaints via BBB about this and their poor customer care. Maybe comcast will actually be a good company and somehow contact me to replace my box and address the problem, and maybe, just maybe upgrade me to a DVR and waive a few bills since IAM a TRIPLE PLAY customer. 

I expected better, especially since I have AT&T knocking on my door each week asking to goto u-verse.

I hope to hear from someone ASAP in order for myself to keep this SERVICE.

an incredibly frustrated customer, and computer science graduate.

Frank

[joggy]

Hi - happy to have found this thread. I'm a recent Comcast re-subscriber and recently setup my new RNG 200N's. One through an AVR via HDMI and one direct HDMI to the TV. Both exhibit the OP's issue.

After reading through the entire thread it seems as though Comcast/Cisco have acknowledged the problem (or a somewhat similar variant) and also suggested that a fix is in the works. I'm hopeful that this is the case as these new 200N's seem far superior to my prior 8300's from when I was previously a subscriber.

I'll wait it out a bit for the fix before trying any of the suggested workarounds. Hopefully it's sooner rather than later.

Just wanted to chime in to add to the user count reporting the problem. 

[spottedlady]

The "fix" is reportedly scheduled for mid-year, but I have been hearing about it since last August, when I had a tech at the house.  He said a "fix" was due out in a couple of weeks...then it was for Nov/Dec.  So be patient and enjoy reading all the posts here on the forum.

[GCHSR]

As I've mentioned before the SA 8300 HDC does not suffer the problems of the Cisco RNG 200N. The 8300 has a little less storage but it won't drive you crazy with the video and audio dropping out at regular intervals so you'll enjoy your Comcast service again.

Go by you local office and see if there is a 8300 available to swap for the RNG 200 and then just lay low and enjoy TV until someone finally comes up with a fix or Cisco comes out with a new box.

[twilliams334]

Why is it up to us to figure this mess out??  When will comcast step in and take charge??   We keep paying them, yet we have to figure it out??  Can't wait for U-Verse to hit my area so I can say GOODBYE to Comcast's crappy customer service.  What a joke. 

[tlovejoy]

Have to agree, Comcast customer service is lip service...they need to get their act together....ever increasing bills.....long wait times......waste of everyone's time, why can't they accept that there is a problem and try to remedy it, just tell the truth. Hopefully I will now be a short term Comcast customer (although I have been with them 6 years)...keep driving your customer base away as well as recomendations....maybe they will see how this affects them in a few years

[dumon]

I haven't read through all of the notes here but I have a RNG200N with the

Motorola logo on it instead of the Cysco mark so do these boxes have the same problem? I just got it but haven't noticed the problem you all are talking about. Thanks

[JayInAlg]

That would be a Motorola DVR, Magnavox hasn't made cable boxes since the 80's.  The Motorola branded RNG200 is actually a DCX3501 with a completely different set of issues.

[andsail]

I came in my den to watch tv today, turned it on only to see a static/snowy picture.  I tried everything from moving wires, making sure they were connected properly, etc.  I started to think it was the TV.  Something told me to play a DVD and to my surprise it was crystal clear.  Switched back to cable and BAM snow.  I have the Cisco silver DVR box.  It is garbage.  I have one more of these boxes in my living room and I had problems with that one too. Not static, it just comes on when it feels like it not when I want it to.  The other regular digital boxes and an HD box we have give me NO problems at all.  Just these big silver junk DVR boxes.

[manamok]

As an original follower of this thread I've shared in the frustration of everyone with the momentary black/snowy screen problems.  

In a conversation with a Comcast rep a couple of weeks ago I was told that this problem exists in Cisco RNG200N boxes with specific production dates - generally those manufactured prior to July 2011.  My boxes were manufactured in May and June 2011 (the manufacturing date is on a sticker on the botton of the box).  I returned both boxes and replaced them with RNG200N boxes manufactured in July 2011.  My boxes are connected with HDMI - one directly to the HDTV and the other via a SONY receiver.

It's been two weeks and I've had no problems at all - no black screens, no snowy screens - no display issues of any kind.  This may not be a fix that will work for everyone buy it worked for me.

Update 2/25/2012:  Well it's been 5 weeks since I had the newer RNG200N's and I'm sorry to report that the "momentary snowy screen" problems I was having before are back.  Not as frequent as they were - but definitely back.  Apparently the manufacturing date info I was given was incorrect.  

[dsaul9]

ok

[SONGDOC1]

 So i have had this problem for a few weeks and finally found this forum. I received an email asking for link to this particular forum only after pointing out many of us are ready to leave. Cross you fingers but don't hold your breath. Superbowl Sunday we had no problems with the box until the game. I can't believe we pay this much to a company that treats its customers this way.

[dsaul9]

What is the manufacted date on the bottom of your box?

[WCDurham]

I have followed this thread, since I have the same problem. I have seen three levels of response from Comcast.

Lowest level, the on-line chat with an analyst. Clearly, the analyst was serving multiple complaints, and didn't always remember where we were in our conversation (20 minutes into the exchange: "Can you please verify that the cable box is plugged in?").

Mid level, responses to eMail complaints. Here's one I received today:

"Wayne, as I have checked, in order to correct the issue, you will need
to change the channel during a live show or stopping DVR program,
exiting the DVR entirely, and then returning to the show a moment later.
There is a firmware fix slated to address this scheduled for mid-2012."

Did you get that? Problem fixed!

High level: I got a call from a Comcast guy (EFL!) who had all the time in the world to discuss my problem with me, gave me his direct phone number, said they knew about the problem, and said he would send me a new box free, with packaging to return my old box, also free. I don't know if the replacement box is a RNG 200N or something older. We'll see.

At any rate, don't give up, Comcast appears to take this problem seriously.

Wayne Durham

Blacksburg, Virginia

[WCDurham]

Here's an update on my dealings with Comcast. The nice Comcast fellow who took me under his wing called this afternoon and said that he had checked UPS tracking and that my new cable box was out for delivery. Would I please call him back after it arrived and we could progress with the setup.

Sure enough, the new box arrived an hour later. It is a Scientific Atlanta Explorer 8300HD.

Based on this, I infer that Comcast is walking the cat back from their move to the Cisco RNG 200N. I would not look for a fix to the RNG 200N problem any time soon, if they are happy to (at their own expense) mail me an 8300HD and a form-fit box to return the Cisco (also at their expense).

And, I cannot believe Comcast has one fellow who is willing to spend so much time with me, tracking my shipment, calling to make sure I got it, ... everything but inviting me over for a beer.

That's it for now.

Wayne Durham

Blacksburg, Virginia

[Dmanseau1]

I read this entire forum and about two dozen Other Hdmi forums this week. I purchased a brand new 55inch samsung LED TV, denon 3312 receiver, and hundreds of dollars of Monster Hdmi cables. I only have a flicker of a black screen when premium HD channels are on (hbo, showtime), or when i try and access ondemand when running the HDMI cable through the receiver, but NEVER when i run a straight shot. I read alot of talk around "handshakes" and that some hdmi switches could solve this problem around. Ultimately, i just want the problem fixed has anyone in the chicagoland area had this problem or brought it to comcast attention? Comcast customer 6 years roughly that spent $10,800 for service and looking for an answer... Im using a small black RNG 110 cable box... David Chicago Loop

[Agilis]

---

WCDurham wrote:

Here's an update on my dealings with Comcast. The nice Comcast fellow who took me under his wing called this afternoon and said that he had checked UPS tracking and that my new cable box was out for delivery. Would I please call him back after it arrived and we could progress with the setup.

Sure enough, the new box arrived an hour later. It is a Scientific Atlanta Explorer 8300HD.

Based on this, I infer that Comcast is walking the cat back from their move to the Cisco RNG 200N. I would not look for a fix to the RNG 200N problem any time soon, if they are happy to (at their own expense) mail me an 8300HD and a form-fit box to return the Cisco (also at their expense).

And, I cannot believe Comcast has one fellow who is willing to spend so much time with me, tracking my shipment, calling to make sure I got it, ... everything but inviting me over for a beer.

That's it for now.

Wayne Durham

Blacksburg, Virginia

---

By accepting a SA 8300HD you have accepted old, outdated hardware and software soon to be completely unsupported by SA now known as Cisco. The RNG200N will be fixed, it is just not a priority of Comcast to make the fix rollout sooner than later. I have specially spoken to a board member of Comcast corporate and have been ensured that the problem will be fixed and is being tested in a few markets to test its reliability. When asked by me why this fix is not DEFCON 1, the answer was... 97% of their customer base have no idea what HDMI is and watch standard definition on their HD tv sets using coaxial connection.

[contactcr]

Add me to the list.  This is pathetic.  Local person at the retail location insisted there was no problem and gave me another RNG200N even when I asked for something older.  She also claimed that she "thought the DVR could be controlled with an app" and I had to insist that it was not available in our area yet.

In addition to this black screen issue I also had an issue with my DVR service sometimes becoming unavailable or 'not authorized'.  The fix is usually to unplug my box or wait it out and my recordings stop during that time period.  Mid 2012 just shows how much they care about us.  Why even release this new guide with all of these problems, should have just reverted back and waited until mid 2012 to put out v2.0 of the 'guide'/firmware.