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Set Top Boxes Freeze

curtisdehaven
Newbie
‎07-04-2025 07:56 AM

Several months ago, Verizon upgraded our router and (4) set top boxes - model IPC4100.   That went smooth and all seems to be working ok.   Until recently...

Two of the set top boxes are configured to never turn off, however instead they randomly freeze.   We'll be watching a program, when all of sudden the video just freezes on one frame.  Pushing channel-up and then channel-down on the remote brings back the video. 

This only happens to the two boxes that are configured to never turn off.   One of these boxes is used to programmatically record movies with a personal computer.  As such, the constant availability is key.  But to have the video randomly freeze defeats that feature.

I've seen posts about wiring.   We've checked and rechecked and that's all in good shape.  Being a seasoned software jockey, this sure smacks of a s/w bug somewhere...

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dexman
MVP MVP
MVP
‎07-04-2025 08:09 AM

I'm wondering if the hard drive in the main STB is starting to go. 🤔

There are diagnostics that can be run to check for issues.

In addition, there are error counters that might indicate some other issues. 

Menu->Customer Support->Top Support Tools->Connected Device Status or Fix Fios TV Issues.

See if either option reveals anything. 😐

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curtisdehaven
Newbie
‎07-04-2025 08:41 AM

Thanks for the reply!   There's a hard drive in one of them?   Well, *that's* old technology...

So, do I navigate to those menus paths on the main unit of the unit that's affected?

Thanks, again!

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dexman
MVP MVP
MVP
In response to curtisdehaven
‎07-04-2025 09:13 AM

I subscribe to Fios One television (legacy cable).

The main STB (aka the VMS) contains a hard drive as well as 6 tuners (one for the VMS, one for the hard drive and four tuners for use by expansion "mini" STBs).

You can run the diagnostics from any of the STBs. 🙂

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Maverick999
Enthusiast - Level 2
‎07-05-2025 03:25 PM

Try doing factory reset on effected IPCs - Menu > Settings > System > Reset Settings.

If the issue persists, call Verizon Technical support and request for a IPC replacement -  1-800-837-4966

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clem21
Community Leader
Community Leader
‎07-06-2025 02:29 PM

You could also try a Factory reset:

Unplug the box from power. Unpair the FiOS one remote from the box by pressing the play/pause button and the zero button until the LED on the remote blinks blue. Let it keep blinking until it blinks red. Then plug back in the box and keep pressing the menu button on the remote while pointing it at the cable box. Eventually the right hand LED on the box will light up green. Once it does press the zero key on the remote, then press the okay button. After a few seconds the box will reboot and factory reset itself.