Ignite TV - Intermittent Black Screen

[gerryland]

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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[RogersTony]

Hello @gerryland,

Welcome to the Rogers Community Forums! 

After reading your post, I don't blame you for feeling unimpressed with the service. Dealing with a black screen and freezing issues make it really hard to enjoy your TV service.

From what you've described, it sounds like there is a possible WiFi related issue as a signal issue to your home/area would usually affect both TVs in the same way. Is the TV you are using much closer to the Ignite TV Internet modem than your Wife's TV? Can you let us know how many bars of WiFi is displayed on her TV? You can see this by pressing the "Rogers" button on the remote, the WiFi bars will be located to the right of the Time and Temperature, directly above the gear symbol for the Settings. There should be up to 3 bars lit up indicating approximate signal strength.

We definitely want to get this resolved for you and look forward to your response!

RogersTony

[RayW46]

I've been having a similar problem but it just started this month after having no problem since January.

In my case, the Ignite box is connected to my receiver which then outputs an HDMI to the TV. I've paired the remote to my TV. When I turn on the Power with the Ignite remote, both the receiver and the TV come on. But lately the TV cannot pick up a signal. This is not the case when I use my Apple TV routed through the same receiver and the same HDMI output to the TV.

The only way to get the TV to receive the Rogers signal is to unplug the Ignite box and re-plug it.

[Datalink]

@RayW46 that sounds like an HDMI-CEC failure on the part of the Rogers Xi6a.  Would you happen to know if there has been any firmware update for the Xi6a?  @RogersDarrell, firmware updates for both XB6 modem versions and the Xi6a set top box should be posted as is currently done for the Hitron modems.  With that history available, it might be possible to consider whether or not a recent update is causing issues such as that seen by @RayW46 .

[Schelle]

Keep getting black screen

Hello,

I just had ignite installed yesterday and my wired tv keeps flicking to a black screen for a few minutes how do I get this fixed?

[Gdkitty]

As per the post above.. I would try something, just to see if is what is causing the issue.

Try turning the HDMI CEC off.

May be listed as something different in the TV settings.  But its what allows other devices to send signals for stuff to the TV.  (IE when you turn on the other device, that it auto switches to that tv input, etc)

I understand that some may USE this feature.  But at least by turning it off, if it fixes the issue, can narrow down what needs to be reported as broken.

[Schelle]

I tried turning CEC off to no affect.

[57]

@Schelle : What is the exact make/model of your TV?  Sometimes the HDMI-CEC signal doesn't work properly and the incorrect format is sent to the TV. Try going into the Ignite settings and choosing a different format - say 1080i which most HDTVs can receive without issue.

Also, sometimes the HDMI cable can be an issue for certain signals, or it may not be making good contact at both ends. Try unplugging/replugging the HDMI cable a few times to ensure a good electrical connection. Also, what HDMI cable are you using, what is the length, etc.?

The other problem that comes up often is a poor signal at your home or neighbourhood. If the above doesn't help, then call Rogers and have them check your signal.

[Johnny51]

TV's gone black. All of them. Have internet. Had to reboot modem yesterday and worked for a while. Now its gone again. System surely not ready for prime time. Cable connection 100% better

[RogersMoin]

Hello, @Johnny51.

Welcome to the Rogers Community Forums!

Thank you for joining this discussion and sharing your experience. The black screen indicates a communication issue between the STB and the modem. It could be related to WiFi interference. 

Is this happening on more than one TV? Have you noticed any issues with other WiFi devices?

Cheers,

RogersMoin

[Schelle]

This was fixed by switching it from HDMI 3 which roger tech set it up with to HDMI 1 after that I had no more issues

[57]

@Schelle : Thanks for the update. As discussed in post 8 of this thread, the box may have been sending a signal like 4K to an input (HDMI3) which could not accept that signal, or had other issues. Switching to HDMI1 solved the issue.  

You didn't ever answer the questions in post 8, but I'm glad your problem is solved.

[Biollw]

I have notice that this happens on my TV as well.

TV will go black for several seconds then come back. More so on live tv and has just started a couple of months ago.

Thnx

Bill 

[nz123]

Just had Ignite tv installed. Service tech was great. Since the tv has been on, the screen goes black for a few seconds and then on again. Every hour or so. Anyone have this problem?

[57]

@nz123  : It looks like your post may have been moved into this thread. Check out earlier posts in this thread, especially post 8 onwards.  It can be an HDMI-CEC issue, or a poor signal to the box/home/neighbourhood.

[sg232]

I had this issues as well when mine was installed last Saturday. I changed my HDMI cable and the problem went away, haven't had an issue since. 

[sharmac1]

the exact thing is happening to me on one of my tv's.  Rogers tells me its a problem with my tv.  I think that answer is ridiculous and bull!

[RogersTony]

Hello, @sharmac1

Welcome to the Rogers Community Forums!

I can totally understand how frustrating it must be dealing with this black screen issue.

• Can you confirm what type of TV you are using and the approximate age of the TV?
• Have you tried using a different HDMI cord to see if there is any improvement?
• Are you using the HDMI cord provided with the Xi6 Set-top box? 

We look forward to your response!

RogersTony

[sharmac1]

My tv is Dynex and its approximately 5-6 years old.  I am using the HDMI cord that came with the box.  The only way I an get a picture on my tv is to uplug the box and plug it back in when I turn on the tv.  Not sure if it matters,  but the white on the box does not always stay on.

[Gdkitty]

Could be the HDMI cord, try another if you have one (from a DVD player, etc) just to eliminate that.

Sounds like the box may be loosing connection.
How is the wifi where the box is?  
Not infront of my box right now, but I believe that there is a spot in the settings which show how your wifi setting is, a poor connection could cause it to drop out.

[57]

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@sharmac1 wrote:

My tv is Dynex and its approximately 5-6 years old.  I am using the HDMI cord that came with the box.  The only way I an get a picture on my tv is to uplug the box and plug it back in when I turn on the tv.  Not sure if it matters,  but the white on the box does not always stay on.

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Check out the following tips which I posted elsewhere for a similar issue:

1. Are you using the TV remote or the Rogers remote?

2. There should be no need to unplug the box. It should "wake up" if you press any button on the Rogers remote.

3. If the TV has been properly programmed into the Rogers remote, the Rogers remote should turn on the TV and the Rogers box with a press of the power button. See link below for how to programme/setup the remote.

4. In the Box' video settings, is it set to "auto"?  If so, try setting this to the video output resolution compatible with your TV.  You may wish to try 1080i since that works with any HDTV, or 720P just as a test.

5. Is the firmware of the TV up to date?  Sometimes the original firmware is incompatible with certain devices and needs to be updated.

https://www.urcsupport.com/rogers/