Intermittent video dropouts
mjdjr
Enthusiast - Level 2
I have the Motorola QIP-7216 and am using the HDMI output for the video signal.  The video signal goes black for about 1-2 seconds at random times.  I notice it happens more frequently when watching the HD channels (no specific channel over any other).  I have tried 3 different HDMI cables (different lengths and brands), on each of the 4 HDMI inputs on my TV (52" Philips LCD).  The audio does not drop out when the video does, but I am using the fiber optic out for the audio into my stereo system.  I have ruled out the HDMI inputs on the TV as my DVD player is hooked up via HDMI and I have no dropouts at all when watching DVD's.  Is the only solution to replace the STB?
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1 Solution
mjdjr
Enthusiast - Level 2

UPDATE:

I am glad to say that this issue seems to have been resolved for me.  When this issue first arose I checked the forums and saw that Verizon apparently did not have any solutions for this other than switch to component cables.  I did that and the problem did not go away, it was a little better, but I still experienced video dropouts.

I finally called Verizon tech support about 2 weeks ago (I didn't update this sooner, because I wanted to make sure the issue was in fact resolved before I did), and spoke with someone who I honestly did not trust and he new it.  I begrudgingly did as he asked, and questioned his methods every step of the way, but I will admit that he was correct and knew what he was doing.

He explained to me that there is a problem with the receiver communicating with the modem/router (this is where I started to question his abilities and knowledge).  He wanted me to reset the modem/router, which I did, only after I reminded him that he should tell all people that do this in the future that this will remove all security from your router and reset it back to OTB "Out of the box" settings.  After I reset it, he ran some tests, made a couple of changes (not sure what), then he reset my DVR from his desk.  After it was reset, I had to run a test on the DVR unit to get reply times for him.  He then said that it should be resolved.  I got off the phone with him, quite skeptical that anything was resolved.

Over the last 2 weeks though, I have had my DVR hooked up to my LCD via HDMI cable, the same one that wasn't working before, and I have not had ANY dropped video signals at al since then.  I am glad that I finally called and spoke to someone who knew what they were talking about.  I'm not sure if this is the solution for everyone with the same issue, but it is worth giving them a call and asking.

View solution in original post

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58 Replies
Massman
Enthusiast - Level 2
Smiley MadI have the same STB QIP 7216 hooked up to a new Sony KDL52XBR6 and have the same problems with video blackout. I had the same problem for 2 years with my Sony 50" SXRD. I called support and was told again, the HDMI connection is not compatible with the STB and I will have to contact the manufacturer of the TV to get a firmware upgrade to make the handshake compatible. If you believe that, I have land for sale in El Paso Tx... My HDTV has all the latest firmware and version HDMI that is on the market today. Somebody needs to get Verizon to listen to themselves and then get these STB's fixed. Their solution was to go backwards and connect component instead of HDMI !! Isn't that why we buy HD is to use HDMI connections as they are rated the best? Blue Ray DVD had no problem connecting and supplying a great picture with no hassles. For what Verizon charges for their service it amazes me that we have these problems... not happy at all !!!
FIOSHDFUN
Newbie
This has been happing to me ever since I got FIOS for my TV. It's also happening to a couple of freinds of mine how also have FIOS. They need to fix the problem. It has nothing to do with the type of TV you have.
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ethics
Enthusiast - Level 2

We converted 3 months ago from Comcast to FiOS b/c of promises of better service, however, we have had video/audio dropouts from the beginning, with the QIP 7216.  different reps came 6 times in 2-3 weeks, switched out the 7216 for a new one 3 times, and told us (1) that the 7216 was not the problem, and (2) the 6416 would not have dropouts but would not enable the viewing of recorded material from other sets on the home system.  Is that true? Also, when I connect the coaxial cable directly to the HDTV (Sony KDL46-v4100)  bypassing the STB, there are no dropouts.  Also, no dropouts with the regular STBs for our non-HD TVs. The reps stoppped coming, despite scheduled appointments.

So, will the QIP 6416 actually work, including the home media distribution function?

Thanks. 

Message Edited by ethics on 07-09-2009 08:23 PM
Message Edited by ethics on 07-09-2009 08:23 PM
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Massman
Enthusiast - Level 2
I have been down this road since I installed FIOS. The problem with the STB QIP 7216 can be solved by changing from HDMI to component. I know this is a drop down in quality but unless Verizon fixes the box with the DVR (7216) then you have no other choice. I have been told by Verizon that HDMI and Component look the same but unless they are blind there is a considerable difference. Isn't this what they advertise, the best picture in fiber optics.....??? Yes we spend all this $$ to have HDTV and surround sound and we have to sacifice quality of the HDMI connection cuz verizon doesn't want to spend our $$ and their profits to fix this situation. I find this a very sad situation and definitely not in favor of the consumer. Hopefully since DirecTV is going 1080p to the TV Comcast and Verizon will deal with this and fix it.
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bout2drop
Newbie

Sounds very familiar.  When is Verizon going to own up to and fix this problem?  I have a Sharp Aquos SE94U with a 7216 and am tired of the run around regarding whose problem it really is.  Finally found this forum and realize that, as of now, my option is to use component or go to Direct.  It does not appear to be confined to my TV model as the phone techs tell me.  Nor is it my set as everything else runs fine on HDMI.  I also notice that there are no verizon technical responses on this thread. 

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FrenchDzyn
Newbie
I'm having the same problem with constant hiccups to audio/video all weekend long.  My Memorial Day guests all witnessed the problems with my FIOS DVR and all swore never to switch to Verizon!  Four calls to Verizon support all walked me through the tedious process of checking connections and switching boxes around and power cycling.  I do not work for Verizon ... I am a customer.  A technician is coming out Saturday.  Fingers crossed!
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KenAF
Specialist - Level 2

The first posts to this thread describe known HDMI interoperability issues between the QIP7216 and many displays.


The solution is (a) use component, or (b) swap the QIP7216 for a QIP6416 which doesn't exhibit the problem.

 

Edit:  Verizon plans to improve the QIP7216's HDMI compatibility with an update by the end of August.

Message Edited by KenAF on 06-20-2009 09:39 PM
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Massman
Enthusiast - Level 2

"The solution is (a) use component, or (b) swap the QIP7216 for a QIP6416 which doesn't exhibit the problem"

Great solution, Go back to component when we all spend alot of $$ to use HDMI and the latest technology. I guess being a techie has its drawbacks. Does the QIP6416 even have HDMI hookup or is that only component? Now that Direct is advertising 1080p direct to the TV how long will it take Comcast and Verizon to finally upgrade the boxes to actually work correctly.  {please keep it relevant}

Message Edited by KaLin on 06-21-2009 06:11 PM
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ggma11261
Contributor - Level 3
I have a 6416 and using hdmi with no problems -  so answer is yes hdmi hookup is possible with the 6416 and considering all the problems I have read about with the 7216 I will stick with my 6416
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Tektronic
Enthusiast - Level 3

your 1080p that your referring to is vod. its important to me that your exact in your statements.

the 6416 has problems with hdmi just like the 7216.....

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KenAF
Specialist - Level 2

@Tektronic wrote:

your 1080p that your referring to is vod. its important to me that your exact in your statements.

the 6416 has problems with hdmi just like the 7216.....


The interoperability issues are not comparable between the two.  The 7216 might exhibit HDMI compatibility issues with 50-70% of TVs, whereas the 6416 might exhibit HDMI compatibility issues with 10% of TVs.  In the latter case, the fault is just as likely to be with the TV as it is with the 6416; some older (and newer low-cost) TVs were rushed to market and skimped on their HDMI compatibility testing. Samsung in particular was known for this.


As noted above, Verizon does plan an update before the end of the summer that will improve HDMI compatibility on the QIP7216.  For now, you either need to use component, or switch to the QIP6416 for HDMI.  Or buy a TivoHD / Moxi.

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ifrisbie
Newbie

Yeah, I wouldn't be so quick to blame the TV's.  I have a sharp and have read nothing about compatibility issues.  They also provide regular firmware updates. 

Too much evidence here that points to the 7216.  They shouldn't be giving their customers this unit when they know they are using HDMI.

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forya1
Enthusiast - Level 3

I have 2 HDTV's a Pioneer Elite 1150, and a Visio 32in Plasma, I also Have a 7216 1 DVR, and a 7100 1 STB.  I get the dropouts on both tv's, but more on the Visio/7216 combo. I aslo get lockups on both boves sometimes when going through the On Demand menus. 

These boxes are terrible.  My old Dish network box was so much eaiser to navigate, it was so much more responsive to commands with either the RF or IR remotes, and It had a usably USB port for adding an external HD.  I had 750GB of movies recorded.  

The Guide was also much more acurate.  There was an episode number, and origanal air date, so you could see if it was a new show or a re-run.  Verizon is trying to blame their inaccurate guide on the channels.  How did dish network get it right then?

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spacedebris
Master - Level 2

Problems with the video cutting out but leaving the audio intact, IS a known issue with the 7216. In fact Verizon is even considering pulling all the 7216's due to all the issues. 6416 stb's are identical to the 7216 when it comes to the connections. the difference is in the internals of the two boxes. The only compatibility problem with the 6416 is mostly with Samsung TV's and it looses both the video and audio

Now the temp solution of switching from HDMI to Component cables....You do realize that there is no picture quality difference between the two until you reach 1080p right? Both component and HDMI can handle the 1080i just fine. And to top it off, most HD programming comes in 720p/i anyway. 1080 is still relatively a small ammount of programs and the number of programs that go all the way up to the 1080p is even smaller. So using the component cables will affect a VERY small amount of programs. At least for the very near future.

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Massman
Enthusiast - Level 2
I see what you are saying about the comparison of the HDMI and component but I disagree. When I 1st changed from component to HDMI the picture was so much better and definitely noticable. everyone that looked at the picture made a comment on how much more vibrant the picture was with HDMI and FIOS over the component video. Hopefully the problem will be addressed and we will start a different discussion on how wonderful the HDMI is ....
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ethics
Enthusiast - Level 2

I have a 7216 and continue to have the dropuot problem even when I switch to component inputs.  Also, I understood that the 6416 does not allow the viewing of DVR'd material through STBs in other rooms of the house.  Is that correct?

Thanks.

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Justin46
Legend

@ethics wrote:

 Also, I understood that the 6416 does not allow the viewing of DVR'd material through STBs in other rooms of the house.  Is that correct?

Thanks.


No.

__________________________________
Justin
Verizon FiOS TV, Internet, and phone
QIP6416, IMG 1.6.2, Build 08.58
Keller, TX 76248

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Entil2001
Newbie

@ethics wrote:

I have a 7216 and continue to have the dropuot problem even when I switch to component inputs.  Also, I understood that the 6416 does not allow the viewing of DVR'd material through STBs in other rooms of the house.  Is that correct?

Thanks.


I'm also still having the dropout problems after switching to component cables.  Several times an hour.  So this is not just an HDMI problem, which means it's definitely the 7216.

If I switched to the 7200, which is still an HD-DVR, would that solve the problem?  I wouldn't mind losing the multi-room function if it meant watching things on the main TV was enjoyable again!

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Modulus5
Newbie

The problem is that Verizon will blame Motorola for the problems with the STBs in question.  In all fairness to Verizon; this is Motorola's problem, not Verizon's.  However, it is a disservice to their customers that Verizon hasn't addressed this problem publicly with Motorola or the public-at-large.  Even more disturbing is the fact that the field techs have no general clue as to what's going on with these boxes.

You'd think that a moderator from Verizon would be watching this board and might chime in to either defend Verizon's position or to set our minds at ease.  Maybe Comcast does have better service after all.  The saga continues and I know I'll be reviewing this whole scenario when my contract ends and I'm ready to shop around again for a service provider.  {please keep your posts courteous}

 

Perhaps az Sony TiVO to go with my Sony BD player and TV is the way to go.

Message Edited by KaLin on 07-21-2009 08:13 AM
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KaLin
Khoros Partner
Khoros Partner

Hi

I apologize, but unfortunately we cannot address this question. A forum moderator’s job is to maintain the forum itself, so we are typically unable to access accounts or provide support information on an individual basis. 

This is a peer-to-peer forum, meant mostly for the exchange of ideas and tips between members. While there are a couple of tech support people who occasionally post here, this issue may not be within their realm of expertise. We have forwarded many of the forum suggestions and concerns to the appropriate parties for review. Verizon is listening and we value your feedback, even if we can't always respond directly.

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