Correct answer: Community Forums - Re: Intermittent video dropouts

mjdjr · ‎06-15-2009

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?

mjdjr · ‎07-10-2009

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.

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Massman · ‎06-15-2009

I 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 · ‎06-18-2009

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.

FrenchDzyn · ‎06-20-2009

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!

KenAF · ‎06-20-2009

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

Massman · ‎06-21-2009

"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

ggma11261 · ‎06-21-2009

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

Tektronic · ‎06-21-2009

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.....

KenAF · ‎06-21-2009

@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.

ifrisbie · ‎06-21-2009

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.