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jeffyoung1's avatar
jeffyoung1
New Contributor
4 years ago

Arris XG1v3 intermittent blank video on startup

About half the time when I turn on my Arris Contour 2 DVR the video is blank: actually a pixelated, checkered, multi-colored blank page.  The sound is fine.  I can change the channel or try to go to other pages such as DVR but the picture is still blank. Sometimes the picture will return after a few minutes but usually the only solution is to turn the DVR off then back on, often multiple times.  Once the picture returns everything is fine until the next time I turn on my Contour TV.  This is very annoying since I must turn on my Contour TV 5-10 minutes before watching a show since I may need to restart several times.

Cox technical support tried a number of trouble-shooting solutions but nothing worked.  So they sent a technician to replace my Contour 2 DVR.  The technician said this was a common problem, well-known by field technicians, but there was no known solution.  He said the only thing he could do was to replace the box but this probably would not solve the problem.  The new box worked fine for a couple of weeks then the problem returned as the technician said it would.

Is anyone else having this problem? Is there a solution?

10 Replies

  • @Jeffyoung1, Do you get any error messages when this happens? -Allan, Cox Support Forums Moderator.
    • jeffyoung1's avatar
      jeffyoung1
      New Contributor

      I don't think so but I'll double-check and confirm.

      • BenS1's avatar
        BenS1
        Former Moderator
        @JeffYoung1,

        Do you know if your box is turned on during the times that the daily up-date is set up to automatically download?


        Ben S.
        Cox Support Forums Moderator
    • jeffyoung1's avatar
      jeffyoung1
      New Contributor

      Allan, sorry I have not gotten back to you.  As often the case with intermittent problems, it has not recurred over the last two days so I have not yet been able to confirm any error messages.  I'll come back when the video display issue returns.

      • jeffyoung1's avatar
        jeffyoung1
        New Contributor

        Allan,  the video on my Contour 2 TV finally failed again today and I can now confirm that no error messages were displayed. Only the time is shown on the LED display.  I tried to upload a picture of the display but couldn't figure out how to do that.  "Insert Image/video/file" asks for a URL but the image I want to upload is just a file on my Mac.