Comcast/Motorola HDCP Issues via HDMI Part III: A Resolution
Now- I don’t know what happened today. I can’t explain it. I don’t have an answer for any of you. Here’s what happened.
After work today, I went to the gym. I was so angry because I was on the elliptical for about 20 minutes when this guy comes up to me. He’s always in the gym when I am- he’s always nice. But he came up to me and jokingly told me to get off (all the other machines were taken). I told him 10 more minutes and I’m done. He seemed to comply. When I finished, I went to the locker room, changed my clothes and left. As I was leaving I peeked into the gym to see if he had actually taken my machine. He did not- he was still on the bike. I got so mad that he kicked me off and didn’t even use the machine I was on. I stormed out in a fit of rage. I wanted to go for 45 minutes and I only got 30.
I digress. Anyway- I get home, shower, and then plan for an evening of catching up on TV shows on my DVR since almost everything is a repeat tonight. When I turn the TV on, the cable box is acting funny and the sound is slightly off from the video. That has never happened before. So I unplug the box and plug it back in. I left everything on and then went upstairs to have dinner. When I got back, everything looked to be back to normal.
Then I looked a little more closely at the software. It looks a little bit different. When I hit the DVR button, it didn’t go straight to my recordings like it normally does. Instead, it goes to a menu where I have “My Recordings”, “Set a Recording”, “Scheduled Recordings”, and “Series Priority.” I thought to myself “Wait… they didn’t…. they couldn’t have….. is there a chance they updated my firmware?!
I hit the menu button–>Setup—>Cable Box Setup—->Configuration
What do I see?!
16.35!!! WOOOOOOOHOOOOO!!
I was expecting to see 12.35, but I’ll take 16.35 as long as it works. I still had my HDMI all set up into the receiver, so I immediately switched the input over to the HDMI/Receiver and HDMI was working! No error message, no HDCP, NOTHING! Just a crystal clear HD picture!
HALLELUJAH!
I don’t know if its true, but I like to believe that this blog had a large part in this update. Thanks to anyone who called and complained to Comcast. I hope everyone else gets this firmware update and everyone else’s HDMI and HDCP issues get resolved!
March 1, 2007 at 7:30 pm
[...] Please see Part III [...]
March 1, 2007 at 10:00 pm
That’s great news!!
I just got Comcast 2 weeks ago and I’ve been complaining almost daily to their Tech Support about my HDMI/HDCP issues. And I’ve gone through 3 DVR’s (for non-HDMI problems).
It’s great to hear about 16.35. As, all I had known about was 16.20. I’m still stuck with 12.31…but the Tech Support guy I talked to this evening says the next firmware should be completely rolled-out by May. (Hopefully they get to the Eastside in Wa State before then!)
And one more non-HDCP/HDMI issue, and I’m calling ‘quits’ on Comcast (mainly, coming home and either no picture, or no picture or sound, 4 times now it’s happend). But, same as you, I live blocks from Verizon, and I can’t get FiOS, though most of the city has it. So I don’t know what I’m going to do.
But, congrats on your adventure!
March 4, 2007 at 1:45 pm
I just traded in my component Comcast Motorola DVR/HD box for a (Same brand) HDMI box and what do you know, it doesn’t work (HDMI). Comcast tech support was a joke and stated they don’t support tech issues with HDMI, they couldn’t explain why they are giving HDMI brand-specific cable boxes and not supporting HDMI issues. ugh.
I get no signal or audio through my Comcast Motorola HDMI box. Firmware is 16.20. Component looks great but I want HDMI. Located in Portland, OR and tech support had no date when any firmware updates would hit this market.
The only advice they offered was try turning the equipment on in this order:
TV > Cable Box and try HDMI input, and do this every time I want to watch the HDMI input. Of course it didn’t work and that’s silly anyway as most people leave their cable boxes on and just turn the tv on/off.
March 6, 2007 at 2:41 pm
This is good news for you. Maybe I will start blogging about this problem. I thought complaining to the BBB would help. But it didn’t. I guess I will go unplug mine tonite to see if it will magically get new firmware probably not because Comcast in Richmond VA is stuck in the late 80’s.
March 8, 2007 at 4:19 pm
Just got off the phone with Comacst thjey said that the new update for the firmware will be available the week of 3/12/07
March 14, 2007 at 5:36 pm
Success! I too now have 16.35. HDMI is working as it should I guess since I haven’t had time to toy around with it yet. I did change the channel a couple of times on my HD channels and it took about approx 5 seconds for the channel to change. ANyone else having this problem?
March 15, 2007 at 12:01 pm
Finally received 16.35 for my Comcast DCT-3416 in South Jersery. The HDCP repeater error has aparently been resolved. Amazing that Motorola took this long to make the HDMI port compatible with using a stereo receiver for audio & video system source switching.
I alsocomplained to Comcast several times . I guess we all collectively moved the FW resolution along.
Frank
March 17, 2007 at 5:13 pm
I am calling and calling to Comcast and they do not give me any answers and sending me to talk to motorola about this HDCP, they told me they can not upgrade fimware and i have to ask motorola to upgrade firmware on comcast box ( xmmm) can you please help me and tell with whom I can talk about it Comcast or Motorola Who can help me Helppppppppppppppppp
March 18, 2007 at 5:10 pm
this what i got from comcast when I asked to upgrade to version 16.35
Thank you for contacting Comcast Cable.
I would recommend swapping your DVR box for the 6412 model or the 3416 model at the nearest Comcast payment center. The 6412 did have some firmware upgrades and has an HDMI connection. However, if you are having service issues with the 6208 model it could be that the signal needs to be adjusted.
Thank you for choosing Comcast.
Thank you for contacting Comcast Cable.
Please refer to my previous response regarding this issue. Please note Motorola has the box set up with the features that are compatible to our service. We do not offer the option to have our customers upgrade firmware to their box. If we need changes we will contact Motorola.
Thank you for choosing Comcast.
Sincerely,
Rani
Comcast Customer Care Specia
???????????????? I need an answer
Sincerely,
Rani
Comcast Customer Care Specialist
March 22, 2007 at 8:22 pm
For those of you with lag issues with your DVR box:
Yes, some of that is caused by bad software/hardware (possibly most of it).
But do yourselves a favor and check/change the batteries on your remote control and make sure the metal clips that hold the batteries are giving a clean connection to the batteries.
I didn’t believe it would work either, but I get better response with fresh batteries in the remote.
March 29, 2007 at 8:24 pm
Congratulations, you East-coasters are lucky. Unfortunately, not all of us are so fortunate. Here in northern California (Silicon Valley, no less), it’s still the stone age.
I’ve wanted a Comcast HD DVR for months, but put it off, figuring the firmware problems would be fixed long ago. Last week when I read this post, I was pretty excited. Called Comcast customer service immediately, and the rep confirmed that 16.35 was the now-current firmware. So I ordered my set, picked it up the next day, got it running, and — yep — 16.20. Another phone call; rep said they couldn’t change it there but would sent out a tech the next day with specific instructions on the order to bring a machine with firmware 16.35, not 16.20. Tech arrived with a brand new 3416 machine. You guessed it, still 16.20. Nice guy, but he didn’t even know what firmware is. He made several calls and even drove back to their warehouse to double check. Eventually found someone quite familiar with the issue, but no good news.
Bottom line: no 1635 available for us, and no ETA. The best I could get was “16.20 is what we still have. Maybe the customer service person you talked to was on the East Coast and they’re rolling it out gradually?” I sent the machine back.
This feels like waiting in the airport for a plane delay. Impossible to get an ETA or any other useful information from our Comcast buddies. Direct TV, here I come.
March 31, 2007 at 5:59 pm
I thought the inability of my new Motorola DVR box to use the HDMI connection had sometining to do with my equipment. Comcast claimed several times that it never heard of complaints along these lines. A technician came out and said the same thing. He brought a replacement box which was no different. His advice was that it was my HDMI cable or my new HDMI-equipped Samsung TV. I discovered later that the replacement box had firmware 16.20. I don’t know about the box replaced.
I tried another HDMI cable known to work. Same result. Thus, I ruled out the cable.
A half day on the phone with Samsung tech support finally resulted in advice that the new Motorola boxes have known HDMI problems. Samsung said it reported the problem to Comcast in November 2006. I confronted Comcast with this info and they denied knowledge of any reported problems.
I finallly saw promising news about Firmware 16.35. But the blog suggested that firmware can be updated online. I don’t think that is so.
I told Comcast, which yet again denied hearing of any HDMI problems with the Motorola box. I said I wanted a new box with Firmware 16.35. “If you insist”, they said.
A technician came with a new Motorala box. It worked (or didn’t work) exactly like the ones I previously had. But now I know how to check Firmware. Yup — the new box had 16.20, not 16.35.
This whole unpleasant business brings up the subject of corporate ethics. With all that is out there , I cannot believe Comcast didn’t know of the problem. The impression I get is that the technical staff was instructed to deny its existence. Is telling lies acceptable when the truth not what it the company wishes it to be? I submit not.
Comcast said it would call when it had a box with Firmware 16.35. Rest assured I will follow up every few days.
I am in the Chicago area.
April 2, 2007 at 7:02 pm
Same story in Michigan. I just got a DVR box. HDMI non-functional with a new tv. Checked the web first - ta da! Firmware is 12.27. Called Comcast. “Firmware, what firmware?” On to tech support ” when can you spend a day at home waiting for us to come out and replace your box? ” I asked - will the new box have 16.35 firmware - answer “Firmware, what firmware?”
sigh
April 2, 2007 at 10:03 pm
Damn, just left a long message on the other part of this post. Did not realize there was a part 3. I just came down to watch the basketball game and eveything is good to go. I am now all HDMI. Thank god Comcast came to thier senses and got this thing fixed.
April 6, 2007 at 11:27 pm
Same HDMI problems in CO Springs. NO help from Comcast. No HDMI–tho when we connected at first, they were still using OLD adelphia software and it worked perfectly! Then they got rid of Adelphia and the problems began….
April 11, 2007 at 11:13 am
I have 16.35 in a 3416, it’s still buggy. If the DCT + reciever + TV are powered off, when DCT powered on to record a show it resets the resolution to either 480i or 1080i (I usually use 720p)
April 13, 2007 at 6:36 pm
Thanks for your great work on airing this issue and fighting for resolution. I just installed my HDTV and Comcast HD DVR this week and encountered the problem right away. Naturally, Comcast here denies any knowledge of the problem and of firmware revision 16.35. I escalated my issue a couple of levels and challenged the manager with preventing me from canceling my account and switching to DirecTV. He promised to investigate firmware rev 16:35 and a roll-out schedule and call me back. I am waiting….
April 25, 2007 at 4:02 pm
Well, this has happenned to me, and so far the only way to fix it is to unplug the box for a minute, then replug it in.
In my area, there is no other option besides satalite to comcrap, and since we need high speed internet, we are stuck with them for now..
Verizon FIOS, take me away………
April 26, 2007 at 10:18 pm
Tonight my HDMI audio went out. Evertying has been fine for months, then silence. Audio from the fiber cable works fine. Firmware version: 16.20
May 17, 2007 at 11:27 am
I just chatted with a technical support guy re:this issue
Justin(Thu May 17 12:15:50 MDT 2007)>Hello Reid_, Thank you for contacting Comcast Live Chat Support. My name is Justin. Please give me one moment to review your information.
Reid_(Thu May 17 10:17:25 MDT 2007)>ok
Justin(Thu May 17 12:16:21 MDT 2007)>.
Justin(Thu May 17 12:16:37 MDT 2007)>I understand you have a concern about the firmware version of your cable box.
Reid_(Thu May 17 10:18:39 MDT 2007)>yeah - I’ve done some research and I’ve read that older versions of the firmware cause issues between HDMI connections from box to tv
Reid_(Thu May 17 10:19:06 MDT 2007)>I was just hoping you could tell me what version of firmware the box that the service guy will be installing on Sunday will have
Justin(Thu May 17 12:17:56 MDT 2007)>The firmware for the cable box should be updated to the newest version we have. However, if it doesn’t appear to be updated, you can reset the cable box and have it force the update of the new firmware version.
Justin(Thu May 17 12:18:35 MDT 2007)>However, doing so will cause the cable TV service to stop functioning for up to an hour and a half while the box updates information. In order to reset the cable box, you would turn off the cable box and then hold in the menu button while disconnecting the power for the box. In 3-5 seconds, with the menu button pressed in, connect the power for the cable box back in.
Reid_(Thu May 17 10:20:34 MDT 2007)>ah ok - will the service installer guy know what the most current version is? from what I read not all comcast services across the country use the newest firmware supplied by the box manufacturer
Reid_(Thu May 17 10:21:13 MDT 2007)>I guess it will be easy to see what version it is through a menu at setup time
Reid_(Thu May 17 10:21:41 MDT 2007)>are you able to tell me what the latest firmware version for my region is?
Justin(Thu May 17 12:22:01 MDT 2007)>I’m sorry but I would be unable to do so. However, if your HDMI port still doesn’t work, you may want to visit a local full service payment center with the box for assistance. You can find a list of payment centers in your area by entering your address at: http://www.comcast.com/customers/contactus/paymentcenter/locatePaymentCenter.ashx
Please make sure that the payment center you select can accommodate your needs under details.
May 21, 2007 at 3:14 pm
I’m in San Francisco and am having the same HDMI problems. I’ve got firmware 16.20. Does anyone know if 16.35 is available yet in this area/are boxes being replaced with boxes with the 16.35 upgrade?
Thanks.
June 6, 2007 at 9:04 pm
In case anyone missed in two posts up, this fixed the issue for me:
In order to reset the cable box, you would turn off the cable box and then hold in the menu button while disconnecting the power for the box. In 3-5 seconds, with the menu button pressed in, connect the power for the cable box back in.
June 14, 2007 at 7:21 am
I have a DCT3416 with 16.20. How do I get someone at Comcast in Atlanta to understand my firmaware needs to be ungraded to 16.35?
Thanks
June 14, 2007 at 7:42 am
It’s been my understanding based on the comments on my site here, that Comcast has been rolling out the new firmware to different markets at different time frames. My suggestion would be to call the tech support team or even higher up than that and ask them when you can expect the firmware update.
June 14, 2007 at 8:21 am
I was so glad to find this site as we have been struggling with the exact same problem: Comcast Motorola HD DVR box which was new in late Nov 2006, 32 in. Samsung LCD HD TV purchased late in 2006, and a new Samsung HT-TX72 home theater system that we just got late May of 2007. It is one of the new Samsung HTIB models that just came out, and as soon as we hooked it up, we got the HDCP error and green screen when trying to view TV through the receiver. There is nothing like the excitement of finally getting your long-awaited system turning into frustration and confusion when it does not work. After fruitless calls to Samsung and Comcast, I researched online and finally found this site. Samsung had actually told us the receiver was defective and to send it back, which we did, but of course after another long wait to receive the second system, it had the same exact problem. Now I know why but at that point we did not know what was wrong and of course got stuck in that vortex between Samsung and Comcast. The strange this is, after finding this site, I checked as instructed and we do have firmware 16.35, but still got the HDCP errors! I tried the menu button reset trick mentioned above, no luck. Last night we purchased an optical digital audio cable and I used the hookup sequence mentioned in part 1 of this post. All works now and I really don’t notice any difference in audio (or video) quality. The other good thing is that this way, we can use just the TV and cable box without powering up the surround sound if desired. With running the Comcast box through the receiver, during those brief moments it did work, I noticed you must power up the receiver to watch TV. Comcast is still supposed to send a tech out this afternoon, but in my book, after all we went through, I am sticking with the way I have it set up now and not worrying about running the HDMI through the box. Main thing, I wanted to let people know that I have the exact same problem WITH firmware 16.35! Thank you so much for writing this blog and for everyone’s comments, as it was my only way to get a grip on this extremely frustrating problem and work toward a solution. Nobody else had a clue.
June 23, 2007 at 3:45 pm
I’ve had the same problem as everyone else with comcast HDMI/HDCP- spent big $ for my Harman Kardon receiver with upconversion only to discover the HD content repeater issue. My question is- do DirecTV HD receivers have the same problem? Now that comcast has jacked up my rates and discontinued my NFL network without warning I’m thinking of changing. Thanks
Brumley
July 8, 2007 at 4:57 pm
I still cannot use my HDMI cable to connect my Comcast Motorola DVR box and Samsung LCD HD TV. When the cable is connected to both ends, the box turns off and cannot be turned on until the cable is disconnected from either end. It is as if there is a short in the cable, but an HDMI cable that is known to work fine on a friend’s system also does not work on mine. As noted in my prior message, Comcast claims befuddlement, saying that it must be the cable or the TV. Samsung says there is a known problem with the Comcast Motorola DVR box and HDMI and that problem was reported to Comcast in November 2006. For now, therefore, the “component” cables are is used to connect the box to the TV. It works, but I have a feeling the vaunted HDMI connection would be better. At present, the sound is via the TV, so the discussions on sound systems are not now relevant to me.
From messages in this thread, I thought Firmware 16.35 might resolve my HDMI problem. The firmware in my current box is Version 16.20.
I received essentially no help from Comcast support. It went through the motions, but routinely pointed the finger to non-Comcast sources, such as the HDMI cable or Samsung.
Reid in this thread provided guidance on updating firmware, i.e., from 16:20 to 16.35. The instructions quoted from from Comcast, however, were not entirely clear. It resulted in “reboot” being displayed on the box. Nothing happened until I clicked on the select button on the box. The box then started making noise, which I thought was a good sign. But when I checked, latter, I still have Firmware 16.20 and the HDMI cable still doesn’t work.
I am in the Chicago area. Does anyone in the Chicago area have Firmware 16.35 (or later)? Does any else in the Chicago area have a Comcast Motorola DVR box that doesn’t work with a newer Samsung HD TV via an HDMI cable?
Many thanks.
July 8, 2007 at 9:52 pm
Unbelievable — it’s mid-July and Comcast California is still stuck on 16.20, with no ETA for 16.35 that anyone in their customer service organization is willing to admit to. This doesn’t bode well for the alleged nationwide rollout of the new Tivo-based OS; it may be time to reconsider getting a Series 3 and cablecards…
August 5, 2007 at 1:05 pm
I recently opened a new cumcast account in Chicago and received the new DCH-3216 HD/DVR box. When I tried to set up my Samsung DLP and one week old Samsung TX-75 theater system, got the usual HDCP problems. Called cumcast, got the “call motorola” excuse, then called motorola, got the “call cumcast” response. This is obnoxious. Firmware is 18.21, Software is 74.53.3321. Apparently cumcast can’t push out a fix in the brand new DCH model boxes either, even though they are rolling them out in every household in the greater Chicagoland area. Thinking about switching back to the DCT-6208 with 16.41 firmware. Hard to think this would work but at this point I’m willing to try anything. Anyone else have issues with the new DCH box?
August 6, 2007 at 8:35 am
OK, similar problem as Katie up above. I have a DCT 6412-III box, running firmware 16.35. I have a 46″ Samsung HD TV, and a Samsung TX-75 Home theater. I have tried to connect from cable box to receiver, receiver to TV using HDMI. It presents the HD Content protection has been compromised” error. However, with all of the units powered on, if I unplug the HDMI-IN cable from the Samsung receiver (the one going from the cable box to the receiver) it will magically start working again. Until I power off either the receiver or cable box. Any ideas why this would work?
August 17, 2007 at 11:36 pm
I live in Chicago. I have a BRAND NEW Samsung 46″ LCD (4661F). I also have a BRAND NEW Samsung Home Theater System (HT-TXQ120).
I had Comcast install an HD-DVR box. I receive a green screen when I try to use my Home Theater system in conjunction with using the cable box.
Glad that I found this site, to ensure that its not my Home Theater System or the way I connected it that is the problem.
My firmware is 16.20. Has anyone in the Chicago area had this problem? Did you get new firmware?
August 18, 2007 at 8:42 pm
UPDATE: Comcast installed a new box with firmware 18.21. Still SAME PROBLEMS!
September 6, 2007 at 1:42 pm
I’ve got the Comcast DCT-6412 (Dual-tuner DVR), an Onkyo SR-TX604 HDMI receiver and a Samsung 50″ DLP TV. I got the receiver about 6 months ago and switched over to use HDMI from the cable box to the receiver to the TV. I also have my DVD player connected through HDMI, so the receiver is switching between these 2 HDMI inputs.
Everything was working absolutely wonderfully for many months, but for the last week or two I’ve had this very frustrating problem when switching channels. This problem exists when I go from analog to analog, analog to HD, HD to HD and most annoyingly when I fast-forward/rewind recorded shows. Basically the issue is that for about 3-5 seconds the TV loses signal. I get the NO SIGNAL message on the TV, the receiver also seems to lose signal, then “clicks” and I get everything back.
When I’m watching a recorded show, if I forward a bit and then hit play, the signal cuts out but when I get everything back, the show has actually been playing.
My outside connection is close to 250 feet from the cable drop down the street. I’ve had this setup for almost 3 years now. Never had any issues, I had a technician out for a Digital Voice install and he said that my signal was low. So, perhaps that MIGHT explain the issues with live TV. But why are my recorded shows freaking out?
Anyone else have this problem??
September 17, 2007 at 5:52 pm
Hi
Very interesting information! Thanks!
Bye
September 29, 2007 at 4:55 am
I just had the green screen of death hit my samsung 67 inch rear projection TV. I live in Maryland and have not had much success with Comcast. One tech told me I need to twist my hdmi cable deeper. WTF? Everyone I talk to says its bad cables. How do you check to see what firmware is being used by your comcast box. I had this problem kick in when I used my Sony recievers HDMI as an HDMI switch from my box to my tv. I currently have a motorola DCH 3416. Any comments?
October 17, 2007 at 2:02 pm
Here’s a twist I’ll add to the mix. I have a Motorola DCT 3416-I box with firmware 16.20 that I have tried to connect to my 42″ HP PL4260N plasma TV using HDMI. At first, I got the HDCP error and a green screen. I then powered off and powered on the 3416 and got a great HD picture BUT NO SOUND. I tried to set the TV to Dolby sound and that option is not even available because the TV is not recognising the HDMI sound signal as being digital.
I live in Nashville and have gotten the same Comcast runaround as everyone else. The last Comcast tech rep I talked to told me that they were recommending that everyone that was seeing my problem just connect separate audio cables to get the sound portion of HDMI. What that imbecile doesn’t know is that if HDMI is plugged in, the TV will only look for audio over the HDMI cable, not separate cables.
From all I have experienced and read here, it it obvious that Comcast bought loads of defective boxes from Motorola and is not going to spend a dime to correct the issue until it hits the fan. One way to create some pressure and at least a little embarasement would be to report the problem to the consumer reporters at your local TV stations. I’m sure they would love to hear about all of this.
October 19, 2007 at 10:19 pm
Hi folks. I live in the Chicagoland area. My setup: Comcast Motorola DCH3416 DVR, Onkyo HT-R550 receiver, Samsung 46″ LCD LNT4661 and a Samsung DVD player. All video is connected through HDMI cables, all sound thorugh optical cables.
OK - here is my issue, I constantly have to unplug my DVR and reset it in order to get it to work after turning off my Onkyo receiver. At first, I did not know what going on other than I could not get my DVR work after going to bed for the evening. It would be on the next day, but it would be totally frozen — couldn’t change the channel, couldn’t turn it on or off and no picture on the TV.
I returned my first DVR and got a new DCH3416. Same problem with the new one. Had a technician come out and he told me it was probably a bad power strip. Replaced the power strip - no difference. Called up Comcast again, this time a technician came out and said my Onkyo receiver wasn’t compatible with the DCH3416 DVR. Are you freakn kidding me? Not compatible? It freakn works great when it is on. And Onkyo is a major brand of receiver. That’s like saying the grass your cutting isn’t compatible with the lawnmower you’re using. Stupid!
Anyway, I figured it might be my HDMI cables since I bought the cheapies. So I replaced those with good ones and guess what? Yes…the DVR still goes to crap after I turn the Onkyo receiver on and off or if I leave the DVR on for a long period of time.
I am sorta at the end of my rope with this Comcast DCH3416 DVR crap. Obviously it is a piece of fecal matter. If anyone has the same setup and has overcome their issues with the DCH3416 - please post!!!!
October 20, 2007 at 1:03 pm
Follow up to my previous post. OK - so I was a little frustrated last night. Figured I could blame Comcast for this whole situation. Anyway, I checked my DVR and I have the latest bulid - 8.14 or 8.34 or whatever. So I didn’t have to update my DVR.
I fixed my issue however by doing the following: I disconnected the HDMI cables going to the Onkyo receiver. Onkyo has you pass the DVD and DVR HDMI cables to the receiver and then one going to your TV. But the dumb thing is that you still have run audio cables (I used optical) from each of the units to the receiver. Anyway, I resolved my issues with the DCH3416 by directly connecting the HDMI cable to the TV. Same with the DVD player. Now I do not have any HDMI (video) cables going to my receiver, just the optical (audio).
My DVR starts up and shuts down without any issues. The picture quality has not been compromised. I just have hit a few more buttons hit to get everything started but I am so happy that everything works now. I don’t understand why the Onkyo receiver causes this issue with the DCH3416 with HDMI. Oh well.
October 31, 2007 at 10:31 am
I have Comcast in the South Atlanta area in Georgia. Evertyime that I try to watch something ‘On Demand’ I get a white screen for about 3 minutes that says.
“In order to start cable serice for this device, please contact your cable provider
Cable Card ID: 000-XXXXXXX
Host ID: 044-XXXXXX
Data: 080-XXXX and so on.” SO I called Comcast and they say that it is a software issue that is being worked on. I told them that this has been an issue for over a month and she just laughed. WHAT GIVES???? Does anyone know a way to end this madness???
November 27, 2007 at 11:08 pm
I have had a Motorola DCH3416 HD DVR (for 3months) and just purchased a Samsung 40″ LN-T4053H LCD tv. Using 1 HDMI cable from 3416 to TV, got green screen twice in first 24 hours of operation, changing from HD to non-HD channel. Only solution was to unplug the cable box. Talked to Comcast, they “will call me back”. My firmware says 18.34, which appears to be latest version for my box. I am in the Chicago area, please help.
December 1, 2007 at 10:11 am
ONKYO HT-SR800 with Comcast Motorola DCH3416
I have setup my system (DVD, DVR, Receiver, TV) exactly as shown in the HDMI setup instructions from Onkyo. I’ve had all kinds of unexplained issues from green screen TV, to fragmented audio, to complete shut down of DVR (and all kinds of partial shut downs). I’ve gone through (with the Comcast techs here) 3 DVRs already, I’m on the 4th. This one is working a bit better as I can get it to work (each night or long period of inactivity it goes wacky by morning) each morning by unplugging the power and then replugging it in while the receiver and the TV are still on, and you have to dissengatge and rengage the power within ~10 seconds. I’m going to try some of the suggestsion about moving cables around and seeing if that helps. Comcast techs in my area (Portland) did not know of this issue, I’ve had 3 techs here so far. But hey, I can get this one to work with the above method for about a week now :^)
December 5, 2007 at 10:43 pm
Have you ever resolved your “In order to start cable service for this device….” issue? I am having the same problem
December 13, 2007 at 3:01 am
Ok, update from Atlanta. Summary: firmware update on Motorola 3416 I still gets 16.20. Still HDCP issues. Still no repeater via receiver. Called & Comcast Atl tech says “Techs not trained for details like firmware.” They offered to switch boxes, will try before holidays? Work-around is inconsistent.
I think I have duplicated the work-around. Hooked Wall (coax) to cable box, cable (HDMI) up to the TV, but also used coax to the TV to re-program the user settings (see http://en.wikibooks.org/wiki/How_to_use_a_Motorola_DVR/Configuration). Turn DVR off, then hit Menu. I used TV Type = 16:9; HDMI/YPbPr output = 1080i; 4:3 override = 480i;
Went to the additional HDMI settings submenu => 1. Swap to DVI mode, wait for the flash and changed value, then swap back to HDMI. New values shown, then back when tried to return to main, then finally back to HDMI.
Final values: (HDMI/DVI Mode = HDMI; Color Space = RGB; Audio Output = Auto).
Then returned to the main screen. Then hit menu to turn it off. Then switched input to the HDMI cable. Then unpluged DVR, unpluged HDMI, wait 10 seconds, plugged back in HDMI, plugged back in DVR. I don’t think the front flashed dvi (du1) before the bar moving on the front and then the clock reset. Then powered up.
Darn and drat. This worked twice, but in researching values for this post, guess what happened? Blue HDCP screen. Now my work-around is not working. Say it with me, copy protection is bad!
Whew! Got it. Next I have to get an optical cable (do NOT use the audio from the component jacks). Thank goodness I now have the plastic baseboards from Lowes to channel another HDMI and coax through the wall.
I’ll try plugging in the ethernet just for giggles. It is in fact accessing the network. Firmware, please, please?
We’re stuck with this until they get it right, I think. YMMV, but while i like the on-demand (especially free from premium channels - works fine Ray) and someday will want a pay-per-view event like ESPN Gameplan…this kind of thing never happened with Tivo!
Equipment: 1.3 HDMI cable from DVIGear, Pioneer FD150, Motorola DVR 3416 I
December 17, 2007 at 11:26 pm
UPDATE:
Swapped out the DCT-3416 at the cable payment office with the DCH-3416. FW now 18.34, SW 74.53 - 3321. Will now show correctly, and will even repeat through the receiver (haven’t had it long though), a Marantz SR7002. Wow!
January 15, 2008 at 8:58 pm
Jan 2008 here in Denver and Comcast delivered me a “new” DCT 3416 I that has 16.20 firmware and associated problems.
January 17, 2008 at 5:09 pm
Has anyone here ever experienced either of the following problems:
1. Audio is garbled/trashed when viewing certain channels (has only happened to me on one channel, namely HGTV in the Bay Area - Channel 67)? This was on my DCT-3416 box, which is hooked up via HDMI to my Panasonic TH-50PZ750U. The audio is fine on all other channels, HD or not. I wonder if this is temporary, or rather caused by some inherent bug in the DVR box.
2. Audio is not in sync with video when watching some On-Demand programming? Just to clarify, I was watching the 12-27-2007 On-Demand of CSI in HD. There was some fairly bad audio sync issues (off by more than 2-3 seconds, if not more). This was on my DCH-3200 box (no DVR functionality). It is hooked up to my second tv (Sony 32″ CRT) via component cables. Audio is hooked up via regular RCA cables.
January 17, 2008 at 5:10 pm
Has anyone here ever experienced either of the following problems:
1. Audio is garbled/trashed when viewing certain channels (has only happened to me on one channel, namely HGTV in the Bay Area - Channel 67)? This was on my DCT-3416 box, which is hooked up via HDMI to my Panasonic TH-50PZ750U. The audio is fine on all other channels, HD or not. I wonder if this is temporary, or rather caused by some inherent bug in the DVR box.
2. Audio is not in sync with video when watching some On-Demand programming? Just to clarify, I was watching the 12-27-2007 On-Demand of CSI in HD. There was some fairly bad audio sync issues (off by more than 2-3 seconds, if not more). This was on my DCH-3200 box (no DVR functionality). It is hooked up to my second tv (Sony 32″ CRT) via component cables. Audio is hooked up via regular RCA cables.
February 7, 2008 at 5:35 pm
I really appreciate the person who started this blog and those that have contributed. Here is my story:
Bought a new LCD (Sony KDL-52W3000) and I’m trying to hook it up to the infamous comcast STB (DCT6200) which has a DVD-D output. I purchased a DVI to HDMI cable to hook the STB directly to my TV and, guess what, I got the “HDCP Authentication Failed” message telling me to use the component (YBpPR) connection. I have been messing around with it since I got the new TV and still have not been able to use the connection and make it reliable. To make matters worse, now I cannot change the component connection to 1080i. It will only display in 480i. So much for buying state of the are equipment and not being able to use it. Damn, I’m very frustrated! Does anyone know the status of the firmware upgrade for Utah. Any help would be greatly appreciated.
February 10, 2008 at 2:57 pm
Hey guys,
Hoping someone could help me out with this problem…I bought a brand new 32 inch Samsung LCD yesterday. I decided to go with the HDMI connection.
I have Comcast service at home, with a Motorola DCT3416 I box with Firmware 16.20. The picture is beautiful when it works…however:
The problem: Everytime I turn off my TV and I turn it back on, the screen is just blank. If I go to the back of the cable box and I unplug and plug back the HDMI connection, picture to the TV comes on immediately.
I’ve played around with all the HDMI settings on the cable box (turn the box off and press menu) and nothing seems to fix this problem. From reading this blog, it seems like Firmware 16.20 is still the problem.
How do I upgrade to 16.35 without having to change out my box? I still have a lot of saved programs on my DVR and I don’t want to have to change out my box if at all possible.
Is this what they call a “handshaking” problem?
Thank you for the help in advance.
February 20, 2008 at 12:28 am
I have a Phillips Ambilight 2 LCD, hooked directly via HDMI to comcast’s “newest” DVR. I live in Pennsylvania, and have ver. 16.35 on my box. however, as of last week, i started getting the blue screen talking about the HDCP had been compromised. EVEN WITH 16.35!!
as i said, the dvr is connected directly to my tv, no receiver in between. when it happens, i get no audio, the box tries to convert from 1080i to 480p, i usually can’t change channels, and generally, the box just craps out on me. component works, but looks like mud. technical support is of no help, they’re all oblivious of the problem (or atleast claim to be)
I did however find a temporary work around, while i’m sure it won’t work for everyone, it may help. it’s kind of a pain in the butt, but it works for me…
when i turn on the box and get the blue screen, i’ve found that if i switch to one of my other hdmi inputs, such as the one my xbox 360 is connected to, and switch back to the cable box after a few seconds it will generally work without problem until i turn the box or the tv off again. it seems that the other hdmi device must be up and running in order for it to work.
so i guess 16.35 may not be the end all solution afterall. i’m not sure what F/W ver i had prior to last week, but my HDMI worked without a hitch.
i am formerly a comcast tech and as such cannot give professional advise. but
as for comcast rolling out new equipment, i understand that for some reason, new jersey is usually the testing ground for such things. i wouldn’t expect to see any radically new equipment for atleast another 8 months or so. september is usually when they bring out their new technologies
March 11, 2008 at 3:04 pm
I know it is a year after this blog was posted, but I am having the same audio syncing problem. I have a Soyo 46 inch flat panel (no name brand) connecting to my Motorola Comcast DCH3416 via HDMI. THe moment I plugged in the HDMI cable I noticed the audio issue.
Had comcast come out - gave me a new box. I bought a different HDMI cable. I almost returned my TV! Until i tried the connection to an HD DVD player. no audio problem (proves no issue with the HDMI connection on the TV). I just had comcast out for the 3rd time. We noticed that when u reset User settings (Power off cable box and press menu real quick - go to HDMI settings - change to PCM) and power back on the cable box - NO MORE AUDIO ISSUE! woo hoo!
But, once I change the channel, syncing issue arises again. my firmware is 18:34, I don’t even see those numbers mentioned above. They say it is the most up-to-date box made for Comcast customers.
Anyone know what I can do to fix this problem? Not very user friendly to go into user settings every time i change the channel! I don’t want to use component because HDMI is a much better video quality - obviously.
March 13, 2008 at 11:48 am
On the comcast website: http://www.comcast.com/Corporate/Customers/contactus/ContactUs.html click on the link under “Send Us Your Feedback” and put in your problem. I’m having the same HDMI problem with the green screen or “No Signal”. I entered a really long memo stating how Comcast is a multimillion dollar company and they can’t even keep their equipment up to date even when the customer requests an update. Anyway, I received a call back from Will Rosa 800-630-2140 ext. 2110. I explained to him how nobody at Comcast is ever helpful and that how can this problem be ongoing for over a year. He told me he would look into the problem and get back to me in the next 24 hours. It’s Thursday March 13, so we will see if I actually get a call back tomorrow. Maybe if everyone that is experiencing the HDMI problem floods him with phone calls maybe this will be resolved sooner. Call that number it’s a direct line to him, which we all know it’s impossible to get a direct line to anybody at comcast. Let him have it. Hopefully this will get resolved.
March 18, 2008 at 1:45 am
Comcast is full of sh*t. This is an ongoing issue for many many months for thousands of customers. They still haven’t resolved this, I am astounded.
I have a 32″ Olevia LCD HDTV 720p hooked up by HDMI to the Motorola cable box and all I get is “No Signal.” I cannot even access the cable box’s setup menu. Can anyone tell me how I can determine my firmware??
March 24, 2008 at 7:06 am
Well, Comcast did come out and would you know it, the HDMI works!! They gave me a totally new box with firm ware 18.?? on it. Once in a great while I would get the no signal, but I went into the box setup and set the HDMI setting to 1080i and I haven’t seen the no signal since. I’ll have to get the model number because this box isn’t anything like the old one’s.
March 24, 2008 at 7:11 am
In my previous post on March 13, I gave a number out for Will Rosa, call that number and let him know you are having HDMI problems. He sure got me fixed real quick.
March 25, 2008 at 10:35 am
Hello, my Tony from Chicago, and addict and stuck on HDCP. So here’s my story….
I started using a Comcast DCH3416 (firmware v18.34) and HDMI is December of 07 with my Samsung HP-R4252. I didn’t really seem to have a problem with HDCP until I tried it with a Samsung HT-TX75 (firmware v5.1.54.1.PX), that’s when the addiction started to take hold. I thought it would be no big deal, my friends said try it, Dolby 5.1 surround sound etc., it’s amazing.
At this point in my story things started to take and evil turn. I would wake up on the couch late at night to a “green screen” or in the morning with “Cannot display HDTV signal due to HDCP. Please use Component Cables instead of HDMI.”
I told my wife that I could handle it, and but I was afraid to ask for help, and the cost of my problems started to rise. I told myself it’s the HDMI cables, and replaced them with gold plated ones. I bought a fancy all in one remote and set delays - TV first wait 2 seconds, then the receiver- wait 2 seconds, and then the cable box. It did’nt help and she asked me to stop for awhile, and to connected the Comcast box back up to the TV. But my problem would come back and haunt me.
My HDCP habit kicked in again in early February this year with I decide try and solve my problems with an Octava 5X1 HDMI switch. This was when I hit rock bottom. Everything worked well with my HDTV, the audio, the Wii, my blu-ray, no problem, except for the Comcast DCH3416. So I called Comcast, and they said it was my Samsung receiver, so I sent the Samsung receiver back and got a new one. Comcast then said it might be the cable box, so they told me to go the customer service center on North Ave. and exchange it, so I did. I spent a day working from home so I could get Samsung service and Comcast support on the phone. Samsung said it was Comcast, Comcast said it was Samsung. I spent 2 hours on the phone with Comcast explaining the blue screen errors to them, and they still did not have an answer.
My HDCP problems has almost cost my marriage, my wife is at wits end with me, I’m spending more time and money to solve the HDCP addiction. That’s when it dawned on me. I would start searching the web and hopefully find something, and I stumbled along on this therapy group.
I’m trying to be light hearted about this, but after reading everyone’s comments, I’m glad I’m not the only one now. What now gets me even more upset is Comcast with their faulting products and low end technical support that offers nothing to it’s customers.
My next step is to try Dr. Will Rosa and see if he has the something for my addiction, if so, I will keep the group informed of my progress.
March 25, 2008 at 11:42 am
Interesting, The Will Rosa direction might work.
Will is a “Corporate Specialist” and part of a 4th tier technical support specialist that handles to serious complaints. What that means is that if the normal help desk “800-I-AM-IDIOT” people cannot help, it gets assigned to Will’s group. Now, once he gets your name and account info, the case will be assigned to someone in his group. The good part is, he called me back in less the 30mins after leaving a message about HDCP errors.
Still no real answers, but some progress.
April 26, 2008 at 7:31 pm
[...] Comcast/Motorola HDCP Issues via HDMI Part III: A Resolution « Strangers Have The Best Candy (tags: comcast) [...]
May 15, 2008 at 11:08 pm
I have a rough ETA when the Bay Area (specifically Vallejo) will receive 16.35. This is an excerpt from the transcript I had with Michael of Comcast:
–
[...]
Michael > You’re very welcome, Geoffrey. Is there anything else I can assist you with this evening?
Geoffrey_ > Nothing else, except if you can notify me when the infamous fix for getting my HDMI cable box working with my AV receiver (technically HDCP repeater) will be released in my area? Also known as firmware 16.35? My HD boxes only have 16.20.
[...]
Michael > They should be rolling that out for you no later than July from what we have seen. Many of the areas are already using 16.35.
Geoffrey_ > In Vallejo?
Michael > It has not been released in Vallejo at all yet. However is should be released before July.
Geoffrey_ > Alright, thanks!
[....]
–
I will be crossing my fingers waiting!
May 17, 2008 at 8:34 am
my sister got an hd tv this week and tried to use a pace brand comcast box, same problem with hdcp, the comcast installers just bring in component cables and of course say, thats all you need . yea right, this crap has been out for years, i have had directv since 1999, and all you have to do is plug everything in, and it all works, this morning comcast claims they will be sending the firmware update to her box this morning, but we’ll see. these comcast problems go all the way back to their first version of boxes that had a fiber optic output for audio, and guess what, they didnt work either!!!, in the end…too much money