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?
0 Likes
Reply
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

0 Likes
Reply
58 Replies
emesss
Enthusiast - Level 3

In response to Modulus 5  "In all fairness to Verizon; this is Motorola's problem, not Verizon's."

It is Verizon that chose Motorola, has the contract with Motorola, and does not disclose to users that the Motorola boxes have problems.

If Verizon gave us a choice of manufacturers; or, if the installer (who supplied the HDMI cables) said to use component as HDMI has problems, I might agree with you.

As it is, I no longer recommend FIOS to others without pointing out the problems with the TV portion of the service. Like the internet however.

0 Likes
Reply
Modulus5
Newbie

I tried the reboot of both the STB and Wireless Modem/Swith and it worked pretty well for a while, but the problem has come back full strength now.  Does anyone know if the 7100 model has the same issues?  I'm getting rid of the free multi-room DVR feature in the next week, but I want to keept he HD DVR feature.  Anyone?   Bueller?  Smiley Wink

0 Likes
Reply
patrick78
Enthusiast - Level 1

Tonight, 9/20/09, watching Sunday night Football on NBC HD and You, Me, and Dupree on TBS HD, the signal is dropping every few minutes for aabout 1 to 2 seconds.  Running a Motorola 7216 DVR w/ HDMI cables.  Been happening for months now...This is getting old...

0 Likes
Reply
fioscustomer123

I've noticed the same lately patrick. I was watching football on Sunday, and the video would just freeze for a couple seconds, but the audio stream would continue. This seems to be happening somewhat frequently lately, and is incredibly frustrating. Jeez.. if this is really a motorola issue (who knows, as I wasn't having this issue a couple weeks ago), the new DVR boxes coming out next year can't come soon enough (they'll probably have their own bugs though).

I recorded Heroes yesterday, but haven't gotten around to watching it. Hopefully it recorded properly.. maybe I'll watch it tonight..

0 Likes
Reply
fioscustomer123

Oh ya, this clearly isn't a "your box needs to be reset" issue, as I swear I've reset the **bleep** dvr box a dozen times in the last 2 months, hoping that would fix random problems (my favorite was leaving a game on pause for too long while it was recording, and the entire recording disappeared!). These boxes/Verizon software certainly have a crapload of problems..

0 Likes
Reply
MsFjordstone
Enthusiast - Level 2

Actually, "(b)" isn't a solution, because the 6416 also has signal loss.  I got a brand new Samsung plasma a few weeks ago, and got FiOS's Motorola DVR at the same time, and have been experiencing horrible signal loss, mostly around the times the DVR starts and/or stops recording, no matter what I'm watching (usually the same thing I'm recording).

The first-level tech told me the problem was with Samsung tvs only, and something about how they update their firmware.  And that I needed to switch to component from HDMI.  I rejected that as b.s., and asked to escalate the call.  The supervisor I spoke with let slip that the problem wasn't only with Samsungs, and I flipped out on him and told him that obviously the problem was with the Motorola boxes, not every major tv manufacturer.  He said, "Well, Verizon has a contract with Motorola."  Which is obviously the crux of the entire problem.

Eventually, I got on the line with Presidential appeals, and they asked me what I wanted.  I told them that I want someone to actually look into the problem that is with the Motorola boxes, not the tvs, and that I wanted to be able to watch my television and see ALL of each episode, not just select portions.  They've already had a tech call me (I was out to dinner, but I can tell you that I'm not going to waste time/spin my wheels re-setting everything), and have hinted that they might upgrade me to the multi-room box (which I won't take unless they upgrade me at no charge; it's useless to me, as I only have one tv!), but I have a funny feeling this is going to be months until it's satisfactorily resolved.  Maybe the next generation of boxes will have it worked out.

In any case, I agree completely with posters who have said (here and elsewhere) that it's insulting for Verizon to offer us cutting edge technology, and then ask us to downgrade from HDMI to component to solve this.  And I don't see how the tv in question can have anything to do with this problem; isn't the tv downstream from the set-top box, informationally?

0 Likes
Reply
MsFjordstone
Enthusiast - Level 2
Sorry, the previous post was supposed to be a reply to KenAF's post on page one, but apparently clicking 'reply' on a particular post doesn't actually make the reply appear in that place...
0 Likes
Reply
TOPALSKY
Newbie
Switched to component cables,and although my TV stopped cutting to black,the picture now hiccups all the time,HELP!!!!!!!!!!!!!!!!!!!
0 Likes
Reply
chrislaura1
Newbie
I am also having  this problem with my panasonic  plasma that I just bought.  I have not called VErizon to complain yet.  I  am so frustrated.  Just wondering though if the problem is still there if you run the hdmi cable from the set top box to a receiver then to the TV?
0 Likes
Reply
spacedebris
Master - Level 2

@chrislaura1 wrote:
I am also having  this problem with my panasonic  plasma that I just bought.  I have not called VErizon to complain yet.  I  am so frustrated.  Just wondering though if the problem is still there if you run the hdmi cable from the set top box to a receiver then to the TV?

Not sure, the problem is that Verizon is not sure EXACTLY where the problem is. they dont know if the problem is with the compatibiltiy between the box and the tv or if it is the output on the box dropping. If the problem is with the compatibility, then connecting to the receiver, then to the tv should hopefully correct the issue. If the problem is with the output dropping then it doenst matter what it is connected to. This is a widespread issue that is getting a lot of attention by Verizon. Time will tell

0 Likes
Reply
forya1
Enthusiast - Level 3

Problem is that my Component input is Occupied by my WII, so all I have left is HDMI's, I can't hook up the WII through HDMI. 

I really think Verizon should dump Motorola and get someone else to handle their STB's and DVR's.  Dish builds their own I think, and they work great.  Motorola builds for many different cable providers, and seems to have problems mating their hardware to the cable/FIOS software. 

0 Likes
Reply
mab41
Newbie
This is ridiculous! I have a Panasonic plasma tv and the audio and video drop out for a few seconds at random times. It used to happen once or twice a day and now it seems to happen every 5 minutes or so. It is so frustrating and annoying. Based on my research it appears that the problem is the HD DVR. We pay all this extra money for an HD DVR for our HD tvs yet it doesn't even function properly. Please address this isssue and fix your product!
0 Likes
Reply
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.

0 Likes
Reply
ethics
Enthusiast - Level 2

If the router is reset, eliminating security, then will reinstallation of WPA cause the problem to recur?

My question may not make sense b/c I'm not IT skilled, but I want to be sure that my wireless internet connection remains secure.

Thanks. 

0 Likes
Reply
mjdjr
Enthusiast - Level 2

Once the router/modem was reset, and the tech made the necessary changes (again, I'm not sure waht he changed), I changed the wireless network name abck to what I ahd it at, and re-enabled the WPA2 security with a secure password.  I basically set everything back to the way I had it in the router.  I'm sorry I did not clearly state this in my earlier post. 

To sum it up, my TV no longer has video drop out via HDMI cable, and my wireless security is still secure.

0 Likes
Reply
Massman
Enthusiast - Level 2
I am in the IT department and understand what you have stated but cannot understand how the Modem/Router has anything to do with the DVR when they are on a separate incoming line. My intenet connection is not the same connection as the cable feed for the STB, they are split at the Optical. Seems that what this tech reset was on the Fiber end and not the modem/router. My next question is why are they not making this fix accessable to the rest of us? Is there only 1 tech that knows this solution? We all would like to drink from the same well!!
0 Likes
Reply
mjdjr
Enthusiast - Level 2

@Massman wrote:
I am in the IT department and understand what you have stated but cannot understand how the Modem/Router has anything to do with the DVR when they are on a separate incoming line. My intenet connection is not the same connection as the cable feed for the STB, they are split at the Optical. Seems that what this tech reset was on the Fiber end and not the modem/router. My next question is why are they not making this fix accessable to the rest of us? Is there only 1 tech that knows this solution? We all would like to drink from the same well!!

I'm not exactly how it relates, but he did explain that if the modem/router is turned off then the widgets will not work, as they are provided via the modem/router.  I can only assume that the signal is somehow fed to the modem/router, then returned to the DVR, but this is only a guess as it was not explained to me properly.  As I stated earlier, I didn't really trust him at first, so we did not get along, hence he didn't explain things to me as I would ahve liked.

0 Likes
Reply
vangvace
Newbie

@Massman wrote:
I am in the IT department and understand what you have stated but cannot understand how the Modem/Router has anything to do with the DVR when they are on a separate incoming line. My intenet connection is not the same connection as the cable feed for the STB, they are split at the Optical. Seems that what this tech reset was on the Fiber end and not the modem/router. My next question is why are they not making this fix accessable to the rest of us? Is there only 1 tech that knows this solution? We all would like to drink from the same well!!
The modem/Router talks to the STB. The guide and a few other features come though the router.
0 Likes
Reply
CapnTrips
Contributor - Level 3

@Massman wrote:
I am in the IT department and understand what you have stated but cannot understand how the Modem/Router has anything to do with the DVR when they are on a separate incoming line. My intenet connection is not the same connection as the cable feed for the STB, they are split at the Optical. Seems that what this tech reset was on the Fiber end and not the modem/router. My next question is why are they not making this fix accessable to the rest of us? Is there only 1 tech that knows this solution? We all would like to drink from the same well!!
I am NOT in IT, but I do know that the STB and the router communicate with one another (2-way) via the coax, using a protocol called MOCA (no idea what that stands for).  The two runs of Coax are NOT isolated at the ONT.  They are in fact interconnected to facilitate this communication.
0 Likes
Reply
Billy3201
Enthusiast - Level 2
I did all the suggested, I now am using componant cable and my picture still goes out for a second
0 Likes
Reply
Humble
Enthusiast - Level 3
I have a Sony KDL46v5100.  It is connected to a Motorola 7216.   It drops the signal for a second or two on an irregular schedule.  It doesn't matter what channel I am watching.  I have used 4 different HDMI inputs including the ridiculously expensive kind and I have used three different sets of component cables including the expensive kind (what a waste of money).   I tried the same cables on the first set I purchased and returned it because I thought it was defective.  The problem, obviously, lies with the defective HDMI and component inputs on the Motorola 7216.  FIOS is great tv when it is working correctly.  The picture is stunning and then it blacks out.   It kind of loses the magic when this happens.  I have not yet ordered a 6416 because I am not convinced that is a sure thing either.
0 Likes
Reply