Pixelating
dxt1
Enthusiast - Level 2

A few weeks ago, I noticed pixelating on some channels. It seems to be getting worse and now on all channels. It seems to be on all my TVs so I don't think it's an equipment problem. Are others noticing the same problem?

0 Likes
Reply
1 Solution
dexman
Community Leader
Community Leader

Tune to a channel that is pixelating.

If the STBs are Arris 4100 series units, the following will bring you to the error screen:

"MENU"->"Customer Support"->"Top Support Tools"->Connected Device Status".

Now toggle to the STB in question

"Advanced Diagnostics"

Now short-term error counts are displayed on the bottom two rows. If any are not "0's, watch to see if they increment.

Next, arrow down to page #5 (long term error counts).

Look for any red data fields.

"EXIT" to return to watching television.

View solution in original post

7 Replies
clem21
Community Leader
Community Leader

@dxt1 wrote:

A few weeks ago, I noticed pixelating on some channels. It seems to be getting worse and now on all channels. It seems to be on all my TVs so I don't think it's an equipment problem. Are others noticing the same problem?


Check ALL the coax connections in your system. Check the connections at the ONT too. It could also be a splitter gone bad, or a piece of coax with water getting into it. If you have more than one box does it do the same to all of them? Has your internet speed been impacted?

dxt1
Enthusiast - Level 2

Thanks for the suggestions. I didn't find anything lose. I haven't heard of a splitter gone bad. I thought they were passive devices, but I will see if I have some spare splitters to test with.

dxt1
Enthusiast - Level 2

Actually, I just noticed that it does not do it when I am watching something On Demand if that makes a difference.

0 Likes
Reply
dexman
Community Leader
Community Leader

Although uncommon, splitters can go bad. More often than not, it is coaxial cable connectors that can loosen over time, or even the coaxial cable can loosen within the connector itself.

Terminating coaxial cable is fairly straightforward if the proper tools are used.

Many times, people will not want to purchase even the least expensive tools that properly prep the end of the cable, opting instead to use other tools such as diagonal cutters and a knife. Compression connectors are now the industry standard, but people might opt for twist on connectors (which should be avoided) due to their ease of installation and lower cost.

OK, time to put my soapbox away. 🤐

dexman
Community Leader
Community Leader

In addition to Clem's spot-on suggestion, I would like to add checking error counters to see if the STB is seeing any sort of line errors when tuned into an affected channel.

dxt1
Enthusiast - Level 2

Thanks for the response. How do I check error counters?

dexman
Community Leader
Community Leader

Tune to a channel that is pixelating.

If the STBs are Arris 4100 series units, the following will bring you to the error screen:

"MENU"->"Customer Support"->"Top Support Tools"->Connected Device Status".

Now toggle to the STB in question

"Advanced Diagnostics"

Now short-term error counts are displayed on the bottom two rows. If any are not "0's, watch to see if they increment.

Next, arrow down to page #5 (long term error counts).

Look for any red data fields.

"EXIT" to return to watching television.