New update ruined service.
kciccone
Newbie

So my set top box just stopped working. It's a brand new box and the most current model, I just signed up for the service after recently moving about 6mos ago. I've had both Verizon and Xfinity at my previous house. With both companies I always set up the same way. I connect everything (cable box, Xbox, etc...) into my surround sound receiver, and then have 1 HDMI running everything from the surround sound into the TV. That way everything can play through the surround sound before going to the TV.

Well, last week my cable suddenly stopped working. No wires had been touched from how I had them set up when working. I tried troubleshooting with no luck, so I replaced the box. Still didn't work. I tried taking the 1 HDMI going from the surround sound receiver to the TV and running it directly from TV to cable box. This worked. Now I knew something funny was up. For the heck of it I called tech support and FINALLY got someone. After questioning him, I discovered that Verizon recently updated their software (WITH NO WARNING) and they now REQUIRE their set top boxes to be connected directly to the TV, rendering my surround sound, and the setup I've been using for years, useless. Cable can no longer be watched with surround sound.

Who's idea was this!? And no warning to the customers? My cable just suddenly stops working and I have to waste my time to troubleshoot just to discover it was an intentional move by Verizon? I have a contract and pay my monthly bill, just to have them remotely make a change. 

Needless to say I will be signing up for Xfinity and canceling my Fios first thing Monday morning. Complete nonsense.

Anybody else have this issue??

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Re: New update ruined service.
clem21
MVP MVP
MVP

@clem53 wrote:

@kciccone wrote:

So I typically run the cable box into my Xbox One S, then a signal out to the AVR, and from there to the TV.  That way everything goes through my surround sound and is controlled with the Xbox controller.  It's worked for years and with this current VMS4100 Fios box for 6mos, then just suddenly stopped with no changes being made by me.  Everything is 4K capable, TV (Samsung UN65KS8000), AVR (Denon AVR-S510BT), Xbox One S, and the Fios One VMS4100.

I did try different HDMI cable and power cycling the box before eventually replacing it with no change.

I believe the receiver is on pass-through mode.

I appreciate any help, it's driving me nuts!  I'm fairly tech savvy, but this is above me.

Edit: The HDMI input ports I'm using on the AVR are labeled 4K and HDCP2.2

Edit 2.0: I think I just proved the cable box is not the issue. I took the AVR out of the loop, but tried the cable box not directly to the TV but to the Xbox and then Xbox to TV. That works. So. Cable box doesn't have to be directly to the TV like tech support said and you guys said he was wrong about. So the issue has to be with the AVR. Now the question is what happened all of the sudden to cause this and how the heck do I fix it? Lol

Edit 2.0.1:  The cable box actually isn't working through just the Xbox either. It seemed like it was going to, and got closer than it did through the AVR. Through the AVR I got no response at all. Through just the Xbox Verizon is trying to so the initial boot up, but keeps giving an error it's unable to discover VMS and asks to reboot media client. I do that with no improvement.


Just got this from support:

If they can post their unit address (or send it to you in a PM or something); along with date / time that the STB is connected directly to the TV over HDMI, and a date / time that the STB is connected to the AVR then TV; then we can pull logs and compare the two states.

PM me with the info they need ASAP and maybe they can get to the bottom of the issue. Don't post the Unit Address on the public forum.


You can find Unit Address here:

Main Menu > Settings > System Information

View solution in original post

Re: New update ruined service.
clem21
MVP MVP
MVP

@kciccone wrote:

So my set top box just stopped working. It's a brand new box and the most current model, I just signed up for the service after recently moving about 6mos ago. I've had both Verizon and Xfinity at my previous house. With both companies I always set up the same way. I connect everything (cable box, Xbox, etc...) into my surround sound receiver, and then have 1 HDMI running everything from the surround sound into the TV. That way everything can play through the surround sound before going to the TV.

Well, last week my cable suddenly stopped working. No wires had been touched from how I had them set up when working. I tried troubleshooting with no luck, so I replaced the box. Still didn't work. I tried taking the 1 HDMI going from the surround sound receiver to the TV and running it directly from TV to cable box. This worked. Now I knew something funny was up. For the heck of it I called tech support and FINALLY got someone. After questioning him, I discovered that Verizon recently updated their software (WITH NO WARNING) and they now REQUIRE their set top boxes to be connected directly to the TV, rendering my surround sound, and the setup I've been using for years, useless. Cable can no longer be watched with surround sound.

Who's idea was this!? And no warning to the customers? My cable just suddenly stops working and I have to waste my time to troubleshoot just to discover it was an intentional move by Verizon? I have a contract and pay my monthly bill, just to have them remotely make a change. 

Needless to say I will be signing up for Xfinity and canceling my Fios first thing Monday morning. Complete nonsense.

Anybody else have this issue??


This doesn't sound right. I doubt Verizon would do anything that would loose them that many customers. It IS possible there is an issue in the latest update, but I doubt it is intentional. If you hook up the box directly to the TV what is the resolution the TV is reporting coming from the Fios box? Are you trying to use the receiver in passthrough mode or is it active when it doesn't work? IS the receiver HDCP 2.0 approved? Did you try swapping out HDMI cables? Try unhooking power to the Fios box for at least 3 minutes, unplug the HDMI cable from the box to the receiver and the receiver to the TV. Power the Fios box back up, hook up the cable from the receiver to the TV, then from the box to the receiver. See if that helps. I'll also check with support and see if they know anything.

Re: New update ruined service.
kciccone
Newbie

So I typically run the cable box into my Xbox One S, then a signal out to the AVR, and from there to the TV.  That way everything goes through my surround sound and is controlled with the Xbox controller.  It's worked for years and with this current VMS4100 Fios box for 6mos, then just suddenly stopped with no changes being made by me.  Everything is 4K capable, TV (Samsung UN65KS8000), AVR (Denon AVR-S510BT), Xbox One S, and the Fios One VMS4100.

I did try different HDMI cable and power cycling the box before eventually replacing it with no change.

I believe the receiver is on pass-through mode.

I appreciate any help, it's driving me nuts!  I'm fairly tech savvy, but this is above me.

Edit: The HDMI input ports I'm using on the AVR are labeled 4K and HDCP2.2

Edit 2.0: I think I just proved the cable box is not the issue. I took the AVR out of the loop, but tried the cable box not directly to the TV but to the Xbox and then Xbox to TV. That works. So. Cable box doesn't have to be directly to the TV like tech support said and you guys said he was wrong about. So the issue has to be with the AVR. Now the question is what happened all of the sudden to cause this and how the heck do I fix it? Lol

Edit 2.0.1:  The cable box actually isn't working through just the Xbox either. It seemed like it was going to, and got closer than it did through the AVR. Through the AVR I got no response at all. Through just the Xbox Verizon is trying to so the initial boot up, but keeps giving an error it's unable to discover VMS and asks to reboot media client. I do that with no improvement.

0 Likes
Re: New update ruined service.
clem21
MVP MVP
MVP

@kciccone wrote:

So I typically run the cable box into my Xbox One S, then a signal out to the AVR, and from there to the TV.  That way everything goes through my surround sound and is controlled with the Xbox controller.  It's worked for years and with this current VMS4100 Fios box for 6mos, then just suddenly stopped with no changes being made by me.  Everything is 4K capable, TV (Samsung UN65KS8000), AVR (Denon AVR-S510BT), Xbox One S, and the Fios One VMS4100.

I did try different HDMI cable and power cycling the box before eventually replacing it with no change.

I believe the receiver is on pass-through mode.

I appreciate any help, it's driving me nuts!  I'm fairly tech savvy, but this is above me.

Edit: The HDMI input ports I'm using on the AVR are labeled 4K and HDCP2.2

Edit 2.0: I think I just proved the cable box is not the issue. I took the AVR out of the loop, but tried the cable box not directly to the TV but to the Xbox and then Xbox to TV. That works. So. Cable box doesn't have to be directly to the TV like tech support said and you guys said he was wrong about. So the issue has to be with the AVR. Now the question is what happened all of the sudden to cause this and how the heck do I fix it? Lol

Edit 2.0.1:  The cable box actually isn't working through just the Xbox either. It seemed like it was going to, and got closer than it did through the AVR. Through the AVR I got no response at all. Through just the Xbox Verizon is trying to so the initial boot up, but keeps giving an error it's unable to discover VMS and asks to reboot media client. I do that with no improvement.


The error you are seeing tells me you are having the issue with a mini, not the main box correct? If the mini can't see the main box, the VMS, it gets no signal. Is the mini connected via coax, ethernet or WiFi ? I also checked with a support contact and they said there were no changes to the firmware that would cause the issue you are seeing. Is there a main VMS 4100 in another room? Please look here on the VMS box and see if the box in the room you are having issues with are on the map with a GREEN line: Main Menu > Customer Support > My Dashboard - IPCP2>my connected device. You can also look here and see the connected device map: Main Menu > Customer Support > Top Support Tools > Connected Device Status. If the problem box has a red line, you have an issue with your connection method. Also make sure the passthrough on the AVR is set to 4k enhanced or the Fios box will not work correctly.

Re: New update ruined service.
clem21
MVP MVP
MVP

@kciccone wrote:

So I typically run the cable box into my Xbox One S, then a signal out to the AVR, and from there to the TV.  That way everything goes through my surround sound and is controlled with the Xbox controller.  It's worked for years and with this current VMS4100 Fios box for 6mos, then just suddenly stopped with no changes being made by me.  Everything is 4K capable, TV (Samsung UN65KS8000), AVR (Denon AVR-S510BT), Xbox One S, and the Fios One VMS4100.

I did try different HDMI cable and power cycling the box before eventually replacing it with no change.

I believe the receiver is on pass-through mode.

I appreciate any help, it's driving me nuts!  I'm fairly tech savvy, but this is above me.

Edit: The HDMI input ports I'm using on the AVR are labeled 4K and HDCP2.2

Edit 2.0: I think I just proved the cable box is not the issue. I took the AVR out of the loop, but tried the cable box not directly to the TV but to the Xbox and then Xbox to TV. That works. So. Cable box doesn't have to be directly to the TV like tech support said and you guys said he was wrong about. So the issue has to be with the AVR. Now the question is what happened all of the sudden to cause this and how the heck do I fix it? Lol

Edit 2.0.1:  The cable box actually isn't working through just the Xbox either. It seemed like it was going to, and got closer than it did through the AVR. Through the AVR I got no response at all. Through just the Xbox Verizon is trying to so the initial boot up, but keeps giving an error it's unable to discover VMS and asks to reboot media client. I do that with no improvement.


Just got this from support:

If they can post their unit address (or send it to you in a PM or something); along with date / time that the STB is connected directly to the TV over HDMI, and a date / time that the STB is connected to the AVR then TV; then we can pull logs and compare the two states.

PM me with the info they need ASAP and maybe they can get to the bottom of the issue. Don't post the Unit Address on the public forum.

Re: New update ruined service.
clem21
MVP MVP
MVP

@clem53 wrote:

@kciccone wrote:

So I typically run the cable box into my Xbox One S, then a signal out to the AVR, and from there to the TV.  That way everything goes through my surround sound and is controlled with the Xbox controller.  It's worked for years and with this current VMS4100 Fios box for 6mos, then just suddenly stopped with no changes being made by me.  Everything is 4K capable, TV (Samsung UN65KS8000), AVR (Denon AVR-S510BT), Xbox One S, and the Fios One VMS4100.

I did try different HDMI cable and power cycling the box before eventually replacing it with no change.

I believe the receiver is on pass-through mode.

I appreciate any help, it's driving me nuts!  I'm fairly tech savvy, but this is above me.

Edit: The HDMI input ports I'm using on the AVR are labeled 4K and HDCP2.2

Edit 2.0: I think I just proved the cable box is not the issue. I took the AVR out of the loop, but tried the cable box not directly to the TV but to the Xbox and then Xbox to TV. That works. So. Cable box doesn't have to be directly to the TV like tech support said and you guys said he was wrong about. So the issue has to be with the AVR. Now the question is what happened all of the sudden to cause this and how the heck do I fix it? Lol

Edit 2.0.1:  The cable box actually isn't working through just the Xbox either. It seemed like it was going to, and got closer than it did through the AVR. Through the AVR I got no response at all. Through just the Xbox Verizon is trying to so the initial boot up, but keeps giving an error it's unable to discover VMS and asks to reboot media client. I do that with no improvement.


Just got this from support:

If they can post their unit address (or send it to you in a PM or something); along with date / time that the STB is connected directly to the TV over HDMI, and a date / time that the STB is connected to the AVR then TV; then we can pull logs and compare the two states.

PM me with the info they need ASAP and maybe they can get to the bottom of the issue. Don't post the Unit Address on the public forum.


You can find Unit Address here:

Main Menu > Settings > System Information