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Blackscreen on one channel only

admin201
I plan to stick around

Note: Using customer owned PVR boxes: Approx. 5 days ago I stopped seeing channel 545 (CNN) only here in Ottawa. All other channels are fine. When I switch to that channel the screen is blank and there is no sound, but when I click on "info", the screen displays the usual information about what program is playing, etc. Plus, I momentarily see the banner at the bottom displaying the channel. I have (3) PVRs. (1) NextBox 3.0, (1) NextBox 2.0 and (1) 8300 Explorer, which is an older box, but still works. All other channels are working fine — it's just 545 that stopped working AND … at the same time. Now, here is the strange thing - only the older box (8300) can still see channel 545, the (2) NextBox devices display a black screen. I did all the trouble-shooting with on-line support and even had a Rogers tech on-site who changed all the co-ax connections, new splitter, checked the signal, etc. - but unable to determine the cause of the problem. He said my (2) NextBox's were probably defective??? I don't buy this. Two boxes at the same time... going defective and only on (1) channel??? It is definitely not the wiring because I can take my 8300 box and move it anywhere in the house and I can see channel 545 no problem. It's only the (2) newer boxes that have the problem.

My theory is that a recent software upgrade from Rogers caused the problem withy my (2) NextBoxes? I believe the NextBox and the 8300 are completely different internally and therefore the 8300 was not affected by the software upgrade? Rogers is telling me to get (2) new NextBox rentals – at my cost. If they can't resolve the problem I am thinking of moving to Bell Fibe?

Has anyone experienced anything like this and if you have any suggestions, they would be greatly appreciated.

Thank you

 

63 REPLIES 63

Re: Blackscreen on one channel only

mebe
I'm an advisor
LOL, I can see that I still mixed up OTtawa with Toronto, but we know that I meant to type that Toronto has more than just CNN causing problems.

Re: Blackscreen on one channel only

mebe
I'm an advisor
Wow, I must be in need of some food, because I meant to type that both Toronto and Ottawa should try using the VOD on ch. 100 just to see if that is also problematic. 🍔

Re: Blackscreen on one channel only

mebe
I'm an advisor
Oops, I did it again, the Qam diagnotic page only has page 1 or 2 (not 5 that I typed).🍟

Re: Blackscreen on one channel only

H-Mac
I plan to stick around

Ha go eat something mebe. Yes, 100 works fine in Toronto (both SD and HD content).

Which reminds me, when there is an internet outage, my legacy digital cable still works, naturally, but not Crave/HBO or On Demand content. I'm guessing delivery of that content is dependent on internet, even though the rest of the TV channels aren't, yes?

Re: Blackscreen on one channel only

H-Mac
I plan to stick around

Update: I reread mebe's post and noted the reference to splitter. I do use one on the NB2. So I tried bypassing it and plugging directly into the box and bingo, CNN + A&E + Global all back.

 

I need my splitter right now, so I tried replacing the cable from the wall to the splitter. The current one is quite short and probably pretty cheap. I replaced it with an identical one and no improvement. Then I tried a much longer one, possibly a little better quality, and things seem OK again, for now at least.

 

So now I know the cause of my problems. Hopefully admin201 figures out theirs tomorrow.

Re: Blackscreen on one channel only

57
Resident Expert
Resident Expert

@H-Mac wrote:

Update: I reread mebe's post and noted the reference to splitter.


I mentioned splitters in the second post of this thread. I also provided a link on how to check your signal. These sorts of issues are almost always related to signal, or provisioning by Rogers for a specific box.  Here's the link to post 2.

 

https://communityforums.rogers.com/t5/TV/Blackscreen-on-one-channel-only/m-p/497929/highlight/true#M...

Re: Blackscreen on one channel only

mebe
I'm an advisor
Yep, I basically just reposted all 57 had mentioned earlier, but sometimes the obvious answer can get missed when a tougher box issue is not solved by the obvious and then we all go down a rabbit hole looking for the magical solution that works for all the stuff discussed in a long thread.👓

Re: Blackscreen on one channel only

mebe
I'm an advisor
As for some of the channels that worked with digital legacy, but not with ignite, it was also my assumption that Rogers has different ways to get some channels, but not others.
💻🐇

Re: Blackscreen on one channel only

mebe
I'm an advisor
Oh, when I check the diagnostics page for QAM status to see my S/N (dbmv) number of 39 (on the first page), page 2 of 2, has another S/N (dbmv) number of 0.0 (db), which apparently is optimal, but I was previously looking for a page 5, with the heading of 'Level', to see a db rating of -10 to +10, which I assume is the same thing. 🍕

Re: Blackscreen on one channel only

H-Mac
I plan to stick around

Yeah I missed the earlier one, thanks to both of you.

One interesting thing now is that if I sit at my desk with CNN on the TV, signal is fine. But if I get up and move around the room, the signal degrades. It's like the pressure of my weight on one small area of the floor gets me the best signal, but any other weight distribution degrades the signal. Is there anything in that other post about that?

Re: Blackscreen on one channel only

admin201
I plan to stick around

Responses inserted in to original email …

 

So I don't mix up usernames, I'm going to distinguish between the posters with problems, as Ottawa or Toronto.
Ottawa only had problems with CNN HD, and had a tech check the signals. So my first thought was that CNN had gone black in his neighborhood.

OTTAWA RESPONSE:  Correct, only CNN (545 & 33) are black. The first tech did go in to programming and confirmed the signal was strong. He also replaced the splitter at the demarc point coming from the street and cut-off and replaced all the co-ax connections. Problem remained


But with Ottawa, more channels are dark, and CNN goes from black screen to digital breakup.

OTTAWA RESPONSE:  Again, only CNN (545 & 33) is black, also no digital breakup


My Global Toronto HD is also good (I don't have E! Or A&E).
When I checked my S/N (signal to noise ratio), most of my HD channels are about 39, so as 57 mentioned in one of his linked posts on digital home, 35 or higher is a good HD signal, whereas 30-32 may indicate a problem.


If Ottawa tries to watch a VOD show (ch 100 or whatever), I wonder if that might also be problematic. Even if the VOD works fine, removing all the splitters and just trying the NB2, might improve things.

OTTAWA RESPONSE:  VOD works fine. No problem. All co-ax connections were replaced, including the splitter connecting to the street. Removed all splitters and just tried (1) NB2 – problem remained

 

If not, something outside the room or home could be the culprit.
As 57 mentioned, the 8300 box probably works for both of you because it's not as picky with a weaker signal, (or perhaps it's got a better splitter, hdmi cable or coax setup.

OTTAWA RESPONSE:  Again, all co-ax connectors were replaced by tech with new splitter and he verified no issue with HDMI cable


Regardless, all the boxes in both Ottawa and Toronto could be perfectly fine, but finding the exact source(s) of the problems might take awhile, assuming that few people are experiencing these problems with the NB2 or NB3.

OTTAWA RESPONSE:  Unknown if other Rogers customers experiencing problems. Neighbors have Bell Fibe


Using that diagnostic trick that helps find the signal to noise ratio number (as linked by 57), can seem intimidating at first (I don't see a signal strength number using the Qam Status and there's no page 5, only a page 1 or 5). I also can't toggle from the black background of the diag. Screen to the 2 other opaque options that overlay the values over the actual channel picture, by pressing the 'B' button. However, if I press the Guide button (on my newest Rogers remote that came with the 4k PVR, or my older Rogersb1056B01 big fat remote that came with a previous much older HD box) that works like the 'B' button should, so I can watch any channel I'm tuned to, while I play around with the diagnostic pages, rather than just listening to the channel audio.
Not sure if that helps, but it will be interesting to see if Ottawa can get all 3 boxes to work (even without a box swap), and if Toronto can fix the signal issues of the NB2.
Fingers crossed that the frustration soon turns to joy for all involved. 

admin201_0-1666826925039.png

 


In the past, before I accessed 57s links, I would just use the diagnostic pages to see the last time that Rogers rebooted by box, or what the internal temp of it was (it's only 57 degrees now, but does get higher in the summer (so I sometimes turn on a fan behind it, just to see that the diagnostic temp value goes down(and it always does). Moving the box to a vinyl footstool that doesn't offer good ventilation for the box, increases the temp much higher, so that it actually begins to cause black screens, or digital breakup.

OTTAWA RESPONSE:  Temperature is cool with a constant 16-15 degree Celsius

 

REMINDER: The Rogers Supervisor tech is scheduled to come on-site tomorrow around 5PM, so I will provide an update afterwards. Thanks again for all the assistance.

 

One other thing, a few days ago I tured to the Weather Channel (21) and I got this screen below, which has never been a problem in the past? I then switched to another random channel and then went back to 21 and it was fine? Also, it doesn't happen very often, but sometimes I will tune to channel 185 (MSNBC) and will get the prompt - This channel is unavailable. When this happens I have to wait 15 - 20 minutes before it comes back online

 

Channel 21- Weather channel.JPG

Re: Blackscreen on one channel only

mebe
I'm an advisor
@H-Mac (Toronto): Keep in mind that if you are using good splitters (at worst 5-1000 MHZ, but 5-1450 MHZ or whatever would probably be better for a good cable tv hookup), and properly shielded coax, or other things I know nothing about, you'll run into fewer oddities. So a post by 57 that is followed, and then aided by a tech visit, quite often gets you at least closer to avoiding twisting yourself into a pretzel to maintain a good signal, or staying seated so that you don't somehow put pressure on a coax cable that perhaps shifts its position, or needs better shielding?
If you're trying to avoid the hassle or cost of a tech visit (even though you might get some better splitters or coax from the tech person), you could start removing splitters, then move around and see what happens. Unscrew the coax cables and either replace them, or just screw them in again to see what happens. If one box doesn't work well at your desk, switch it to the other box to see if that makes a difference. It's probably stuff you should fool around with anyway, before you call a Rogers tech for an appointment. You might even need some outside splitter work, or have damaged coax connectors that once replaced, might improve things.
Even though I'm just grasping at straws, and wouldn't even rate myself at an average tech level, it doesn't seem to stop my curiosity from leading me down another rabbit hole 🐇 just in case I get lucky, like when I just mentioned some of 57's steps regarding the splitters.
At least you're closer to a solution than you were before you posted. 🔧💺📺

Re: Blackscreen on one channel only

57
Resident Expert
Resident Expert

@admin201 wrote:

One other thing, a few days ago I tured to the Weather Channel (21) and I got this screen below, which has never been a problem in the past? I then switched to another random channel and then went back to 21 and it was fine? Also, it doesn't happen very often, but sometimes I will tune to channel 185 (MSNBC) and will get the prompt - This channel is unavailable. When this happens I have to wait 15 - 20 minutes before it comes back online

 

Channel 21- Weather channel.JPG


This is also related to signal, but in this case it's the return signal from your box to the node or Rogers head end. For SDV (Switched Digital Video channels which are only sent to your home when they are requested to save bandwidth), the box sends a signal to the node/head end requesting the channel, but if your signal is not good, then the signal doesn't get through to Rogers and the box displays the screenshot you have posted.

 

I'm sorry to keep repeating myself, but these sorts of issues are almost always related to a poor signal, which may be intermittently poor.  For example a tree branch came down on our main feeder a few years ago and the signal was usually good to the homes on that feeder, but whenever it was windy or cold (contraction), the signal would drop and I'd lose some of my channels.  Rogers sent several technicians over several weeks and they aways had a good signal when they were here because it wasn't windy or cold and they kept saying I was the one with the problem. I then contacted my neighbours on the same feed line and they said they were having the same problems, but they were too lazy to call in and complain.  I had them call, I had Rogers check the signal on neighbour boxes and eventually the main feed was replaced.

 

PS. In post 2, Item 6, I did ask about problems with other channels?  This latest post confirms that you have signal issues, that may be intermittent.

Re: Blackscreen on one channel only

57
Resident Expert
Resident Expert

@H-Mac wrote:

 

...But if I get up and move around the room, the signal degrades. It's like the pressure of my weight on one small area of the floor gets me the best signal, but any other weight distribution degrades the signal. Is there anything in that other post about that?


It's covered in item 3 of post 2.  By moving the box as close to the demarcation point as possible, you eliminate issues with cables or splitters or barrel connectors or cable ends, etc inside your home.

 

To me this sounds like the floor deflection is affecting the cable or connections in the floor or in the wall or in the wall plate if applicable, etc.  A proper signal check (perhaps while walking around) will isolate the problem. Rogers have devices that can measure cable signal loss within the home.  You can also use the signal strength and S/N ratio link I provided and check signal variation yourself while walking around realizing that the values are only upgraded every few seconds, not instantaneously. 

Re: Blackscreen on one channel only

admin201
I plan to stick around

OTTAWA RESPONSE:  UPDATE – as of this morning Oct. 27 at 7:32 am.

 

Both NB2 & NB3 devices are NOW ABLE  to see CNN (545 & 33). NO BLACK SCREEN

 

Last night I made a point to check both NB2 & NB3 boxes and I was NOT able to see either of these channels (black screen) However, this morning I checked again at 7:32 am and both boxes are now working fine – clear channel. Tried recording on 545 & 33 including other channels – no problem. Note: Before going to bed last night I tried again to see if I could get 545 & 33 and only got a blank screen, but this morning there was no problem.

 

Not sure if Rogers personnel monitor these community groups for problem reporting, but it seems very strange that after all our back and forth with potential fixes, CNN is now working??? I would be very interested to know if the user in Toronto with similar problem is now able to see CNN also?

 

As mentioned previously, the senior Rogers tech is scheduled to arrive on-site this afternoon around 5pm and I am NOT going to cancel this appointment. I want that tech on-site to see for himself that both boxes are working after the previous tech had stated in the ticket that it was probably the customer owned boxed that were defective and that he recommended using Rogers rentals. When this tech today closes the ticket, I want him to clearly state in that ticket that it was NOT the customer owned boxes that was the problem, but rather it was Rogers related (i.e. poor signal)

 

Again, I will give another update after the tech arrives this afternoon. Hopefully we get the cause of this problem for future reference.

Re: Blackscreen on one channel only

admin201
I plan to stick around

OTTAWA RESPONSE:  UPDATE – as of this morning Oct. 27 at 8:13 am.

 

SPOKE TO SOON. Shortly after posting my last response, I was sitting and watching CNN (545) and the dreaded black screen came back – but this time only for about 2-3 seconds, and then it returned to normal viewing. This only happened twice this morning (and only on CNN), but again it only lasts for few seconds and then returns to normal viweing. It appears that it may be signal related, but I will certainly be interested to hear what the Rogers tech says this afternoon. He may again try to say it is the customer owned boxes?

 

Re: Blackscreen on one channel only

H-Mac
I plan to stick around

@admin201 like you, overnight with no intervention from me, there has been a significant improvement. I can move around the room and the signal remains 99.9% stable. Unlike you, the improvement has persisted so far. 

 

Based on 57's comments, it could be the significant temperature difference from yesterday (although today is cooler rather than warmer in this case), but also I am in a high rise building, which likely introduces all sorts of other factors than you might be dealing with in a house.

 

I'm just crossing my fingers that things remain stable.

Re: Blackscreen on one channel only

mebe
I'm an advisor
As usual, 57 has done a great job of explaining the technical issues and also throwing in some interesting oddities that may occur at any given moment.
As for Rogers fixing things at some point after we talk about them here, sure, I think it often does make a difference, but it can often be because other readers of these posts call/Text/email Rogers, which helps to further escalate any problem. I also wouldn't be surprised if some of the forum moderators send a quick text/email to the proper dept. to take a look and perhaps then even fix a simple thing within minutes, rather than hours, or days.
I've been watching CNN periodically over the last 2 days, and although I haven't seen any black screens, if there did happen to be a quick black screen that I missed, it still could simply be a very minor broadcaster/ Rogers interaction that I wouldn't worry about if it happened on my end, however, if you are already seeing many black screens, and then you get some nice clear viewing time before you get hit by occasional but brief hits of blackness, you're either still experiencing localized signal loss that Rogers is currently working on, or you've just been lucky for awhile.
I would also like to mention something about black screens and digital breakup situations that tend to appear on US cable channels (that have alternate programming situations due to rights issues or just faulty Canadian commercial substitutions allowed by the CRTC and the US broadcasters themselves), such as: MLB Network, NFL Network, CNN and the Big10 Network (ch 546). It relates to this topic, but only because it deals with the changes that Rogers makes to the channel as it basically flips over to the alternate programming, or Canadian commercial time allotted to Rogers by CNN etc. I'll continue this thought, so it's easier for the mods to edit or delete it.

Re: Blackscreen on one channel only

57
Resident Expert
Resident Expert

@H-Mac wrote:

 

...when there is an internet outage, my legacy digital cable still works, naturally, but not Crave/HBO or On Demand content. I'm guessing delivery of that content is dependent on internet, even though the rest of the TV channels aren't, yes?


I don't think those channels or OD are dependent on Internet, however, OD programmes require that the signal from your box gets back to the head end which then sends that programme to your box based on your "request".   OD may simply be having issues because Rogers may be doing something in your area, affecting Internet, perhaps OD, perhaps SDV.  Anything affecting that (return) signal will affect OD and SDV.  The internet by itself should not affect regular channels (even Crave or HBO).

 

BTW, IgniteTV is totally dependent on the Internet and when it goes down, or has issues, it affects TV, Home Phone and Internet.  When Rogers had the July problems, some people were without service or had poor service for days.  Although my home phone and internet came back relatively quickly they must have given priority to that because my TV service took a few days to get back to normal as they were bringing things back.

Re: Blackscreen on one channel only

mebe
I'm an advisor
This post will deal with black screens and digital breakup caused by the way Rogers deals with many US cable channels with alternate programming due to rights issues, or due to faulty Canadian commercial substitutions during the time the US broadcaster allots to Rogers to promote itself with Rogers-owned properties (Ignite, CityTv shows, etc.).
CNN: Generally not a problem because the Rogers-owned promos are done properly, and alternate programming doesn't occur unless perhaps a very rare legal issue in our courts can't be shown in Canada.

Big10 Network: Everything is fine, until Rogers uses its allotted promo time. As soon as the promos for Ignite, Breakfast television, etc., you will hear the audio, but the screen will be black ... Until the promos end and the viewer is returned to the live football game. I'm not sure if the black screen promos with audio only occur for just the live events, or also for the regular shows. This problem has been going on for months or longer, because who is going to call Rogers to ask to see promos that they have already seen countless times on other channels? I sort of like the black screen with the audio only, as long as it doesn't affect my recordings or viewing of the football games I sometimes watch.
NFL Network: A troublesome channel that can be frequently hit with all kinds of various audio hiccups, digital breakup, or black screens that can last for hours if they happen to hit during the early morning (like 2am to 6am). I haven't seen these problems recently, but it can take several weeks or months until the broadcaster and or Rogers gets hit by these issues, but at least they go away within a week or two after complaints are filed, or the same day if it's a broadcaster issue. However, whenever alternate programming is necessary due to Canadian broadcasters rights, it's possible that the simsub isn't released in time, as was the case quite often several years ago. I haven't noticed that problem lately, but I mention it because I still have bad memories ingrained in my brain from watching the past incompetence.

MLB Network: The worst offender! Quite often the occasional black screens with or without audio, are broadcaster issues that in the past have caused Rogers to even put up a message on the screen to earn subscribers that Rogers is aware of the problem and is working on it (I'm not talking about the rights issue message that appears whenever TSN or Sportsnet have the rights to a game). Lately, things have generally been perfect, until at least Rogers is forced to switch to alternate programming and then as the switch is flipped to switchover, a black screen with digital breakup often appears for a few seconds as everything settles down after the change. Unfortunately, quite often this alternate programming gets hit with annoying audio hiccups and/or digital breakup that can randomly occur for several minutes and then clear up on its own.
I'm mentioning all this stuff concerning these US cable tv channels, in case you happen to witness them in the future and get worried that something is wrong with your signal or box, when it's actually just standard operating procedure for some US cable tv channels carried by Rogers. There are other US cable tv channel offenders, but I'm sure you are also already aware of them, so I just wanted to touch on a few of them.
We now return you to regurely-scheduled programing. 🐇📺

Re: Blackscreen on one channel only

admin201
I plan to stick around

 

OTTAWA RESPONSE:  UPDATE – as of this Oct. 28 at 6:52 pm.

 

As mentioned previously, the Rogers (supervisor) tech was scheduled to come on-site yesterday at 5 pm. Unfortunately, he never showed, nor did he call to cancel. So, this morning I called him on his cell and asked him again if he was still coming on-site, he said yes and gave an excuse that he was really busy yesterday and didn’t have time to let me know that he couldn’t make our appointment..

 

That said, he showed up this morning at approx. 10:30 am with his test box and meter in hand to measure the signal. Upon his arrival, I informed him that CNN (545 & 33) was now working fine as of yesterday on BOTH boxes AND at the SAME time. He seemed a little surprised, but then proceeded to hook-up his meter to measure the signal coming from the Rogers side and told me the signal was well within specs –  he could find no problem. Bottom line, he agreed that both boxes missing the same channel --- at the same time pointed to the Rogers side and not the customer owned boxes. I told him that I totally agreed, but just make sure that when he closes the ticket, that it’s reflected in the ticket that it was a Rogers problem and not the customer owned boxes – he agreed.

 

All that to say, I am happy to report that both my NextBoxes are now working fine on all channels (including 545 & 33) and the record function. Note: That little 2-second blip of blackness that I mentioned earlier, never returned. Haven’t seen it since, so I don’t consider it an issue.

 

Finally, a BIG THANK YOU for all the technical advice and guidance that I received on this forum. To have a technical support group like the contributors of this group was greatly appreciated and gave me great advice in trouble-shooting the problem. Thanks again !!!

Five Stars 

 

 

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