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Ignite TV - Intermittent Black Screen

gerryland
I've Been Around

Recently switched to Rogers Ignite, so far no impressed.  My wife and I watch different TV's, I have fewer problems in particular and don't have the so called "Black Screen" problem my wife's TV which is much newer daily has the "Black Screen" problem which did not exist prior to switching to Ignite.  We both experience the picture "Freezing" for a few seconds daily.  There are more negatives to Ignite than positives.

Gerry

 

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Re: Ignite TV - Intermittent Black Screen

BrendanCharles
I Plan to Stick Around

Folks. It's plain and simple that Rogers Ignite is a faulty product. Everyone has problems with it. It's just plain out glitchy. I have tried to raise overall product concern with Rogers - even suggesting they recall their boxes, but they have invested too much money into the technology to ever admit that there's anything wrong with it. Instead they delete my topics and try to give ridiculously technical solutions to consumers who would never have the time or technical know-how to try them. Basically, you're stuck with a bad product and your only solution is to either live with it or switch to Bell.

Re: Ignite TV - Intermittent Black Screen

Some of the issues presented here.. if  you consider this a complete failure requiring a recall.. then I could possibly pick about 1000's of other pieces of technology that should all have recalls too.   Including rogers digital boxes.. and every single high speed modem from every provider over the years.  Most video game consoles, and PCs.

Everyone DOES NOT have a problem with it.
A % of them, yes.   But NONE of the current issues ongoing are global.   This has been brought up in a few threads before, and there are a bunch of people on here, who do not have any of the general issues listed here and other threads ongoing.  (outside of the occasional reboot, which had to be done on them as well).
I have had it since day 1, and yes a few minor bugs occasionally early on.  Intermittent black screens? Pixelizations, cut out, etc.  Nope.

As has been stated in this thread, to try and test things (settings, cable, etc), why? because sometimes there is incompatibilities.
EG: I have 3 devices downstair, ps3, ps4 and the rogers box, which i wanted to go through an HDMI switch.  EVERYTHING worked fine, the PS3, even a DVD player.  But the PS4, failed.  Even changing the settings, changing the cord.  Straight into the TV, it was fine.
Swap out the HDMI splitter for a new/different one.  Oh look, it works fine.  There was something incompatible / not working with all those devices combined.  But worked fine on the others. 
This is something which will always happen in the real world.   90% of the time, yes everything should play nice and work together.  But sometimes that just doesnt happen.

Re: Ignite TV - Intermittent Black Screen

Nealsrow3
I've Been Around
We have the same problem black screen both TV's one is beside the router so the signal is not the issue. We are not impressed with the spotty service.

Re: Ignite TV - Intermittent Black Screen

Hello, @Nealsrow3.

 

Thank you for joining this discussion and welcome to Rogers Community Forums! 

 

I can appreciate your situation, intermittent black screen on both TVs can be quite upsetting. So far in this thread, we observed that the WiFi signal, HDMI cable, and HDMI ports on the TV as the main cause for the intermittent black screen. 

 

For how long the screen goes black? Do you have to reseat the HDMI cable? Can you also provide TV make and models?

 

We look forward to hearing from you.

 

Cheers,
RogersMoin

Re: Ignite TV - Intermittent Black Screen

Jshiels
I've Been Around
We have this problem ever since switching to Ignite. modem is directly beside the tv. No issues with internet, wifi or other streaming services. I get about 45 seconds of a screen then it goes back. Has been consecutive for the last 2 days!

Re: Ignite TV - Intermittent Black Screen

Hello, @Jshiels

 

Welcome to the Rogers Community Forums!

 

I can imagine how disappointing it is to deal with this intermittent black screen issue especially if is happening so frequently. 

 

Can you confirm what type of TV you are using? Have you tried a different HDMI cable to see if there is any improvement?

 

To rule out an issue with the WiFi connection, since the modem is so close to the TV can you connect the Ignite TV box to the modem via Ethernet? Once connected please ensure to reboot the modem by power cycling it. Once the modem comes back online please power cycle the Ignite TV box.

 

Let us know if issues are persistent after trying a different HDMI cable or connecting the TV box via Ethernet.

 

We look forward to your response.

 

RogersTony

Re: Ignite TV - Intermittent Black Screen

Riley3
I've Been Here Awhile

We just setup this ignite system today. Same issues as previous posts. My internet on my laptop kicks out  the same time the tv screen goes black. 

Modem is close by 15' away in the same room within eyesite, signal is excellent

No issues with HDMI cables

(even as I'm typing this I lose internet and tv goes black)

TV is a Sony Bravia XBR-85X850D

We have never had any issue with the next box before converting to this technology. I see numerous posts related to this issue with few answers to the problem.

3 times now as I type this note.

Screen freeze now.. this is not acceptable. 

We consider ourselves able when it comes to tech, but to expect most of your customers to have to troubleshoot these issues and still pay for the service is at least riduculous.

Re: Ignite TV - Intermittent Black Screen

-G-
Resident Expert
Resident Expert

@Riley3 Welcome to the Community!

 

You are definitely losing Internet connectivity, either because you are losing WiFi, the connection to the Rogers network is dropping, or your modem is resetting.  Is this the first time that Rogers Internet has been activated in your home?

 

If your Ignite modem is plugged into a power bar, try plugging it directly into a power outlet instead.

WiFi performance can also be severely impacted (affecting ALL WiFi-connected devices, even those very close to the Ignite gateway) if you have many active devices with a poor WiFi connections.

If your connection to the Rogers network is unstable (bad coax patch cable?  poor signal to the modem?  noise?) then that can also cause your modem to reset.  You will need to contact Rogers for assistance.  Did you remove any splitters or clean up/simplify the coax feed to your modem?  If you just disconnected your old NextBox receivers and now have "dangling" coax feeds (with nothing connected to them) throughout your home, that could cause problems with your modem's signal.  Old splitters, that do not conform to current installation standards, could also cause problems.

 

If you could help us better understand what the problem actually is, we can try to help troubleshoot this issue further but we need to know where to start.

 

Best of luck with getting this resolved.

Re: Ignite TV - Intermittent Black Screen

Riley3
I've Been Here Awhile

Last night I transferred laptop to 2.5G network and issue went away. this morning transferred laptop back to 5G network still not issues. Playing youtube on tv and surfing with laptop at same time, no issues.

Yes I currently have a 'dangling' coax from the pvr uninstall.

Yes, modem is connected to a powerbar (to reach location from outlet)

Yes we are using a threeway splitter (from old Rogers install) to reach modem location (one end capped with supplied caps)

No this is not a new Rogers install, we've been customers at this location for over 30 years.

Have no idea why everything is now working (even within the above conditions) after the issues yesterday (the first day of the ignite install). Are these issue related to 'high time' usage Saturday night?

I will continue to post here if issues return.

W

Re: Ignite TV - Intermittent Black Screen

-G-
Resident Expert
Resident Expert

@Riley3 wrote:

Last night I transferred laptop to 2.5G network and issue went away.

It kinda sounds like you ran into the issue that was reported in the following thread: https://communityforums.rogers.com/t5/Internet/Ignite-WiFi-Gateway-XB6-Losing-internet-connection-mo...

 

 

Yes, modem is connected to a powerbar (to reach location from outlet)


When the surge suppression circuitry in a power bar goes bad, it can start spewing noise which, in turn, can cause weird behaviour in some devices that are plugged into it.  That's why I asked.

 

Yes we are using a threeway splitter (from old Rogers install) to reach modem location (one end capped with supplied caps)


That's good.  You can also disconnect the dangling runs from the splitter or use an F81 barrel connector to connect the incoming Rogers cable line directly to the coax line that feeds your modem's wall jack.  What's best all depends on the strength of the signal going into your home.  If everything is working fine, then leave things as is.

 

Have no idea why everything is now working (even within the above conditions) after the issues yesterday (the first day of the ignite install). Are these issue related to 'high time' usage Saturday night?

I will continue to post here if issues return.

W


Perhaps your modem's firmware updated overnight.  Hopefully things will continue to work well for you.

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