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Picture cutting in and out

I have seen this subject several times in this forum but have yet to see a solution. I have had this problem when using HDMI and Component Cable. If not, then it has to be the STB. I have an HD-DVR STB and two regular STB. The HD-DVR is the box giving me this problem.

Is ir possible that shielding could play a role in this?

Comments

radradryan

i have the same problem. it's super annoying. I don't know if I just need to buy a better quality hdmi cable or what. the fact that it is an intermitent problem makes me think that it is a verizon signal problem and not a cable or shielding problem. all i know is that I'm not very impressed with my fios service lately.

krier32

I too am experiencing this problem. I have a Motorola HD DVR hooked to a Samsung via HDMI cable. It started a couple weeks ago. At first I thought is was something when switching between HD and STD channels, but now it does it on it's own. It mainly seems to be on HD channels. I've tried resetting the box by unplugging it, but this has done nothing.

Basenjifan

Just got FIOS TV w/ HD 2 days ago. Been thru 2 DVR's & had 4 HDMI to snow only already. Don't lose sound. S-video works OK. Not using Component. Seems to be HD only. FIOS has questioned my TV & HDMI cable; can't be -- they work fine on my other HDMI sources.

Has to be FIOS! Nail in coffin is pic restored by cycling DVR power.

spacedebrisR

Not enough details to make a totally informed reply, but several things you can look at....

Is this on a Samsung TV.....If so, Samsung and Motorola STB's do not play well with one another when using HDMI. Switch to compenent cables and it will fix THIS issue

Not Samsung -- Does it happen on all channels, just HD, just switching from HD to SD? all can make for different problems

Does it happen on both component and HDMI cables? This could be a signaling issue. check the signal level on the channels that are having an issue. (If you need I can provide instructions for how to do this)

Check with your neighbors. Do they have the same issue. If yes, likely to be on the verizon broadcast end. If not, then likely something local to your house.

Could be cabling...and since it sounds like you are getting digital problems. Digital problems would be isolated to Verizon signal, ONT, Coax from ONT to STB, STB, or HDMI cables. Component cables would not have this issue, so if you have component cables and having same issue, then the problem is between verizon and the STB.

Basenjifan

I didn't say the picture cuts in & out. It goes to B&W snow & stays that way until TV power recycle -- not STB pwr cycle as I 1st thought because pic fine w/ other HDMI to DVI sources. Installer set remote STB pwr to control both but I set STB pwr for STB only & TV pwr for TV a few hrs ago & waited until snow. Sure enough.

Not Samsung -- Sony KV36HS510 CRT w/ DVI .

Seems to be both SD &HD any chan.

I've heard component results in poorer pic quality but will try.

My guess is that the 72161 DVR stops or starts doing something w/ the digital handshaking.

michelliot

I would also like to contribute some info regarding this problem. Starting yesterday 5/9/09 around 7:00 new york city time, my TV picture and sound would arbitrarily cut off for around 1 full second in no particular pattern. Sometimes it would occur after 15 seconds sometimes after a minute or two but it wound be constant for about a full second of no sound or picture. It would happen on live tv as well as recorded material but it would not be recorded on the DVR. This led me to believe it might be the TV but it's been on now for hours with a DVD playing and nothing has occured.

I don't think its the wiring as others have suggested because its been fine for months without occurance. Why would this issue arise for everyone the same time? I too have a 7216 DVR incase some recent upgrade might be the problem. I, for one, choose to wait a day or two to see verizon address this problem. Otherwise, a call or ten might be in order.

elliot

wessock

It's a firmware issue with the Fios boxes. Many people with all makes and models are having the same issue. There is nothing to do but sit and wait for verizon to fix it and send out new firmware,

For anybody with a Samsung, the issue mentioned earlier in the thread is an old issue that I'm pretty sure was fixed a long time ago.

Fender1114

I also have had this issue for a while now. I have a Samsung (LN52A650), but it seems to be happening to all different makes and models of newer TVs. I'm watching an HD channel, and the picture and audio will suddenly go out for asecond or 2, then come back. There is no pattern to it, but it's very annoying (and like the others, obnly happens when watching cable -- not DVD, BluRay, XBOX or anything else.

This HAS to be a FIOS issue, and if we do in fact have to wait for a firmware update, the question is -- is Verizon even aware of this issue? And if so, are they working on firmware to fix this?

TimSykes

Try to change the video settings to 720p. There is a issue with the 1080i settings with the new STB firmware. This can happen on any TV, with any type of connection.

Jeff7500

This annoying problem is happening with me also, I am using a HDMI cable attaching a Motorola HD DVR 7216 to a Samsung 46” HD LCD. I am going to try the Component Video Cable solution and let you know how this works. I just hope I do not lose my good picture that I have now going from HDMI to component. Smiley Sad

michelliot

This issue resolved itself after only about 12 hrs. There were no one second blackouts on my set all day yesterday. (Monday the 11th)

Message Edited by michelliot on 05-12-2009 03:27 AM

Fender1114

What do you mean when you say that it "resolved itself"? Did you call Verizon about a fix, or did it just stop happening on it's own?

I have gone a day or two without this happening (longer if I switch to a different HDMI chord), but it always comes back, and it is REALLY frustrating.

Has anyone had any luck with switching to components? And is Verizon aware of this problem?

chinorider

We have started getting this random video/audio drop out. It began as once every hour or two but last night it was every 5-10 min. I did a re-boot of the 7216 and thing were OK but I will see tonight if it starts dropping out again. Come on Verizon.... FIX IT !!!!

fiosuser01

I have been experiencing picture cutting in and out now extensively. Almost to the point of being unwatchable at times.

Does anyone know what this issue is and if Verizon is doing anything about it?

Adamb

I wanted to add myself to the list of people that are experiencing frequent video & audio freezing and artifacting. I am using a TIVO3HD with 2 cablecards via hdmi to a Sharp 52d65u tv. Over the past month the frequency of these interruptions has been increasing. I can absolutely guarantee that my setup has clean cables. So this is happening to people that don't use Verizon STB's, its also happening to cablecard customers. I've even had complete channel blackouts twice over the last month that was resolved by power cycling the Tivo box. Previous to this month, I'd had 2 months of almost flawless signals and quality.

TechnoCheer

Seems like you guys have the best of it as it takes a minute or two for my system to come back on line. Happened four times in three hours last night. Don't have DVR so quite irritating. Smiley Mad

Keyboards

@Adamb wrote:
I wanted to add myself to the list of people that are experiencing frequent video & audio freezing and artifacting. I am using a TIVO3HD with 2 cablecards via hdmi to a Sharp 52d65u tv.

Have you considered the possibility that the FiOS signal is too strong for your TIVO? If you search here and the FiOS forum at dslreports.com you will find that many TIVO users have had to add attenuators in order to get a non-overload with TIVO.

Just a suggestion.

fiosuser01

It was happening for me constantly (every couple of minutes for 1-3 seconds) as of 3 days ago. I reset my motorola DVR box and it hasn't happened since.

caryn74

This sounds a lot like what is happening to my FiOs TV -- sometimes when turning the STB and TV on, the tv is just black/white snow but both components are on and the settings are all valid. I have tried numerous things to resolve this, but as the previous poster commented, it really only seems to resolve after turning off the components and coming back later. I have noticed this happens mostly (but not always) when the set is turned on manually and not by the remote. Is this an issue with the TV, the STB or both? It does seem like a sync issue, but it is extremely frustrating. We have another box in the bedroom that doesn't behave this way -- my main TV is an older model Toshiba (but not ancient), is there a known problem here and will anyone address it from Verizon? Would like to be able to have reliable service whenever we turn on the TV.

Thanks in advance for any suggestions.

-Caryn

wessock1

Guys with the Tivos and/or longer drop outs, freezing, artifacting, etc. You're having a different problems that sound like a signal issue to your boxes. The problem we're talking about is a firmware issue that causes the motorola DVR boxes to not freeze or artifact the picture, but send no signal (blank screen and no sound with the tv saying "no signal") for 1-2 seconds, but then it comes right back. It's never longer than a few seconds. You don't have to reboot the box to get the signal to come back, but it will keep temporarily not sending the signal until you reboot it. But that only lasts for a while before the problem starts again. The fios signal is fine, no snow or artifacting, because if you rewind the recording or live TV buffer to replay the the 1 second "no signal" spot, it plays fine.

jberger

I as well am experiencing this problem. It started with just the audio cutting out for a quick second or two and then coming right back and has escalated to the screen going completely black for a second or two and then coming back. I have called verizon and they told me to switch to component cables. Why am i paying them 15$ a month for a dvr box that cant even use a hdmi cord. Also while on the phone with them they told me to reverse the hdmi cable... I didn't want to argue on the phone so i didn't bother explaining to the lady that the hdmi cable isn't directional.

jakehale1

Has there been any resolution for this problem? I am in Hampton Roads Virginia and it has progressivly gotten worse since my install in April (yep not even a month with the company yet). It not all the time, or even every day...

It is totally random, i dont even pay attention to what channel i am on, the picture just flashes to black and then back to the show (i also loose audio). At first it was short, like a blink of the eye, but it has been getting longer.

I know no one in here can fix it and I want to call tech support. but wanted to see if anyone has been able to get a solution so when i do call i can kind of "lead" them in a direction that has worked.

thanks

krier32

Just to update my previous issue. It has gotten ever more frequent in cutting out. I've tried resetting the DVR box, but that never helped. Tonight was the first that I've gotten to call Verizon. They reinitialized my HD/DVR STB from their end. So far no cutting out. We'll see if it holds up.

PS - A previous poster indicated that Samsung and Motorola boxes don't get along via HDMI. I had Comcast prior to this and that also was a Motorola with no issues. I think it has to be a software thing myself.

krier32

Just wanted to apologize to whomever I questioned about the incompatibility with Samsung TV's. Found this on the Samsung website today:

Are Samsung TVs Compatible With Verizon FIOS? Since the release of Samsung’s 2008 televisions, we have received reports that the Motorola HD set-top-boxes installed by Verizon FIOS and some 2008 Samsung TV’s are incompatible. Some customers have reported that when the FIOS HD boxes are connected to Samsung TVs using an HDMI cable, the video drops in and out. The problem occurs randomly and can not be directly tied to any one model, HD box, board type, or television firmware version. The problem is restricted to the HDMI connection. All other connection types work without a problem.Samsung engineers have visited Verizon multiple times and have tested Verizon’s HD set-top-boxes with many Samsung televisions. In all cases, the problem didn’t occur during the test or, if it did occur, was resolved by replacing the tested set-top-box with an updated model. After the tests, the technicians at Verizon confirmed that the problem lay with their equipment. To resolve the issue, Verizon will create a new set-top-box and/or write new firmware. In the meantime, Verizon has been advising customers to connect their set-top boxes to Samsung TVs using the Component video connection until a solution is available.

Hope a fix will be available soon.

Stevefr

I have the same problem with the pictures cutting in and out with my Sony Bravia HD TV. Verizon blames the problem on Sony and states the only solution is to remove my HDMI cables and replace with component cables. They claim the picture will be just as good. I don't buy this solution. I didn't pay for an expensive HDMI cable and and expensive TV for this answer. I never had this problem with Comcast. I am ready to go back to Comcast when my one year contract is over unless Verizon can fix the problem without putting the blame on the TV manufacturer.

forya1

I have 2 HD boxes, a7216 and a 7100, I have a Visio 32 Plasma on the 7216 and a Pinoeer Elite plasma on the 7100, I get the drop outs on both, when watching live tv, and DVR recordings, I am using HDMI on both. It doesn't appear to be a HDMI handshake issue, because my Visio always displays a retreiving data message when getting the handshake info.

Stevefr

I spoke to Sony yesterday. They were very helpful. First they suggested that I power off both my TV and my DVR box for at least a minute. I did that and last night we were able to watch TV for 2 hours without the picture going out once. I am keeping my fingers crossed. They are also mailing me a USB drive with updated software that I can easier install on my TV if needed.

Greyfox

OK, Seems like I am not alone but the Verizon Tech Support does not seem to have an answer to this. Do they check the forums? I switched from Directv to FIOS when FIOS became available in my neighborhood. From the very beginning I have been experiencing the "white outs" For me these are a few seconds of a white screen (with no picture - not an option even recognized on the troubleshooting page and no sound) This occurs with live TV, and recorded shows. The "snow" is not recorded. If I use the rewind feature I can see what I missed and catch the missed dialogue. Here is an added kicker - I had the program on pause while I was on the phone and I got the snow on the paused screen.

Verizon has replaced the connection box on the the outside of the house, removed excessive cabling, replaced splitters and replaced the STB all to no avail.

I have swapped the HDMI cables that were on the STB and my DVD player...no difference, DVD works fine - STB - snow. I then tried the different HDMI inputs on the TV Swapping the STB to HDMI2 and the DVD to HDMI1. Again, the same results.

I even purchased a higher quality HDMI cable - (Monster THX 700 series) and it is still cutting out.

Verizon is now sending me a set of component cables.

For the people who have tried the switch to component - Did it work? Did the picture quality suffer?

Has anyone tried the suggestion to switch the mode to 720p rather than 1080i? If so, same two questions there.

Firmware updates must come from Verizon and are sent directly to the STB aren't they?

This is indeed very annoying. Did not have any of these problems with Directv and my wife keeps reminding me of that!

If any Verizon Tech Support personnel reads these forums, how about identifying yourself and let us know what is being done about this problem.

Pixalated

I have been experiencing Pixalation since FIOS TV was installed July 10, 2009. A Technician will be out for the third time in the morning Techs were out Thursday 8/27/09, replaced a coax fitting. Picture cleared up but pixalation is back again Friday 8/28/09. The same 75+ channels are effected from the 100's through the 500's. If they do not resolve this tomorrow I will be going back to DirecTV. I think Verizon rushed to claim as much market share as possible. Their Quality Control is sorely lacking. I was so looking forward to a service that was not effected by rain fade and outrageous rates.

Greyfox

I got a helpful hint from a salesman at Best Buy. He asked if the STB had been set up for HD. Since I installed the replacement box I knew that I did not go through any specific steps to set that up, however, I believe that is done when Verizon programs the box during set-up. But, I went to my TV menu, under Installation, connections. I found that there was no selection made for the HDMI 1 and HDMI 2 inputs. So I have now set one for HD DVR and the other for DVD. Have not been watching since then. Will let you know

Greyfox

OK, this just might be an - ID "ten" T - error (write it out using digits for ten) Following the advice from the salesman at Best Buy, I checked the settings on the TV. The input settings for the HDMI 1 and HDMI 2 were never set. I set one for the HD-DVR and the other for DVD. So far the white out has not returned. I did experience some pixilation (new) so I adjusted the STB setting to 720p. I don't notice a difference in the picture quality and there have been no interruptions. I really would like to know if anyone else checks this out and what the results were for them.

BTW - I don't remember anything in the set-up directions for the TV that instructed the user to format the input signals.

nekxin1

I am a new FIOS customer (2 months) with a new Samsung LN32B640 HD TV and keep loosing my signal. I spoke with a Verizon rep last night 8/31/09 and he suggested using component cables vs HDMI. He also suggested I contact Samsung to see if they had developed a firmware upgrade. I don't think anyone is taking responsibility....

Re: Picture cutting in and out[ New ]

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07-01-2009 02:46 PM

Just wanted to apologize to whomever I questioned about the incompatibility with Samsung TV's. Found this on the Samsung website today:

Hope a fix will be available soon.

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wessock1

Listen, guys, the problem is a long well known one by customers, Verizon, and Motorola. It affects all makes and models of TVs using HDMI or component cables. The problem and only solution lies with Verizon and Motorola releasing a firmware update that they are working on for the DVRs. There is nothing you as a customer can do or troubleshoot to fix. You'll go crazy trying to figure it out when there is nothing you can do, it's in the programming of the boxes.

Stevefr

I posted this problem over a month ago. Since then I have spoken to someone from Sony. He provided me two potential solutions. One solution was a flash drive mailed by Sony that contained updated HDMI software for my TV. the second solution was a recommendation that I completely remove power from both my TV and HDDVR box for about one minute. When power is turned back on the TV and box reset themselves. I tried and it seems to work for a few weeks. After a few weeks the problem pops up again and I follow the same procedure. It is a little annoying but I am reluctant to install new software, fearful that other problem might pop up.

fe342185

I have had FIOS TV installed for a few weeks now. This issue is definitely a FIOS STB issue. Whenever I have the Multimedia DVR set to 1080i the signal drops at least 3 to 10 times an hour. Its very annoying and unwatchable.

I set the STB to 720p and all the cutting in/out went away. I have the STB plugged into a 4 port HDMI switch along with a PS3, Xbox360, and a DVD player. FIOS is the only one with the issue when transmiting with 1080i.

I have tried attaching the TV directly to the STB and I still have the same issues.

For now I have to keep changing the setting back to 720p since the STB eventually reverts back to 1080i.

My TV is a 4 year old Sony.

My brother also has FIOS with a fairly new Samsung TV with the same issue. He also has a PS3 and a DVD through a switcher and the problem is identical to mine.

Verizon please own up to your problem and do something to fix the issue. If this was a TV issue then all the other devices I have plugged in should be cutting out. It's obviously an issue with the Motorola STB.

demonstr8r

Perhaps the worst part is that Verizon keeps signing up customer, giving them crappy hardware, and not providing any indication as to when the problem will be fixed.

Greyfox

I found the solution.......DIRECTV....

I switched back, no more problem.

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