Fios screen (TV) goes black, but I still have audio

[JuniorAC]

I noticed this for the first time earlier this week, I changed the channel..I had a picture for about 2-3 seconds and the screen went completely black - but I still had audio.  I simply went back to my last channel and had a picture again. (At first I honestly thought my new TV was starting to act up. No, not the case)

Last night (Mar. 20) I went to access my "On Demand" - which is always a joy on my DVR -sarcasm, it always has been sloooow loading on my DVR - and poof, my DVR shutdown and did a reboot.

Since then, I will change channels, screen will go black. (Thankfully it is NOT my TV, I hit Menu and see that...but no picture) So I literally have to go back to last channel, then go back again to watch what I want to watch. 

Any suggestions, last time I called Verizon for DVR issues like a looping reboot - they would fix it by clearing cache - , hard reboot from their end. Calling now, well the wait time is long. I get it...most everyone is home, LOT of tv watching, perhaps more issues and tech support is needed.

[clem21 · Accepted solution]

First I'd unplug power from the box for 2 minutes or so then power it up and let it reload. After that check all your coax connections,  make sure they are tight. You can also go into menu> customer support >Top support tools>Connected device status and make sure connections show good connections. Also you can try menu> customer support >Top support tools>Reboot STB. You might also try a different HDMI cable from box to tv.

[JuniorAC]

Thank you for the reply. Yep I ended up unplugging it for a good 5 minutes, checked the HDMI cable. That seemed to fix the screen blackness issue for now. 

[clem21]

I'd keep an eye on the HDMI cable more than anything. I see either a new cable or a bad HDMI Jack in your future....

[pzulw]

Reboot every time!?  That's not a solution.

NOT SOLVED

[clem21]

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@pzulw wrote:

Reboot every time!?  That's not a solution.

NOT SOLVED

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I believe he only rebooted once, changed the HDMI cable and all  was well. I doubt he had to reboot EVERY time he turned his TV on and was satisfied with that, I wouldn't be. Are you having the same issue?

[rovango]

I am having this issue. It’s been going on for two months. If I watch TV with FiOs but then switch to a different app on my smart TV to Hulu or even video games on a console, then go back to Fios, it won’t work. I have to go to the app and reboot the STB every single day. It’s getting ridiculous. Is there a permanent fix or do I need a new STB?

[clem21]

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@rovango wrote:

I am having this issue. It’s been going on for two months. If I watch TV with FiOs but then switch to a different app on my smart TV to Hulu or even video games on a console, then go back to Fios, it won’t work. I have to go to the app and reboot the STB every single day. It’s getting ridiculous. Is there a permanent fix or do I need a new STB?

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Try turning off the Fios box before you switch to the apps on the TV. Then turn it back on AFTER you switch back to it.

[Gdad]

I HAVE THIS SAME ISSUE. WAS IT EVER RESOLVED? REBOOTING EVERYTIME I WATCH FIOS TV IS NOT ACCEPTABLE!!

[clem21]

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@Gdad wrote:

I HAVE THIS SAME ISSUE. WAS IT EVER RESOLVED? REBOOTING EVERYTIME I WATCH FIOS TV IS NOT ACCEPTABLE!!

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ARE YOU TURNING OFF THE BOX BEFORE YOU SWITCH INPUTS ON THE TV? AND PLEASE DON'T USE ALL CAPS!

[Unclelido]

Verizon really stinks. Its as if they have never heard this issue before. The rote answer always is "reboot" than find the real issue. Ive had this continuous issue for months and two service calls and it keeps happening. No one knows why I only see a menu with no sound or video. Changed coax, changed HDMI, changed boxes, changed splitters. Same issue over and over- and it only started when I upgraded to gigabit connection- has to be something with the module not able to handle the load- no tech gets it, no level two or level three gets it. I am "cutting the cord" cancelling my boxes and going with streaming, the boxes wont work for me and the service stinks. 

[Tberardi44]

Having same issue Verizon keeps telling me its my TV

[clem21]

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@Tberardi44 wrote:

Having same issue Verizon keeps telling me its my TV

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Look at the answer from two posts up. It is a KNOWN handshake issue with the box, and a firmware update is being prepared to address it.

[ronnie423]

had a problem last night had no picture had sound

 and check every thing ok reboot 4 times ok  

and what its cox cable ok maybe is broking 

[clem21]

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@ronnie42 wrote:

had a problem last night had no picture had sound

 and check every thing ok reboot 4 times ok  

and what its cox cable ok maybe is broking 

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Check your HDMI cable from the Fios Box to the TV. Could be a bad connection or a bad cable. Also check the resolution the box is outputting and make sure it is compatible with your TV.

[Soule721]

When cause I just started having this issue and it now June 2022

[clem21]

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@Soule72 wrote:

When cause I just started having this issue and it now June 2022

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I'll run it past tech support again.

[clem21]

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@Soule72 wrote:

When cause I just started having this issue and it now June 2022

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The word is the update will be coming VERY soon. Don't have an exact date.

[Ford121303]

Mine just started doing this too. The tv  and box aren’t that old either. 

[NoPicture]

October 2022 - just started having this issue. It began instantly after I downloaded the Fios app on my apple tv. where's this update we've been hearing about for over a year?

[clem21]

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@NoPicture wrote:

October 2022 - just started having this issue. It began instantly after I downloaded the Fios app on my apple tv. where's this update we've been hearing about for over a year?

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Did you try the above procedure? Usually loss of video with HDMI is a handshake issue, and the two devices need to "find" each other again. Also it could be a resolution issue as the Fios box looks at the attached devices resolution capabilities before making a connection. IT checks every time it is turned on. Is your issue with a Fios box, or an Apple TV?