Occasional blank screen while playing on xbox one s

Razer - I've sent you a private message to gather more details from you; the team wants a little more information. You can check them
here.

 

Any news with LG yet. I've gone past my point of returning the tv now but not my Xbox. Also the latest update has stopped my Netflix streaming 4K. Feel tempted to go over to the Sony side soon as they release their 4K system. Xbox should have waited I feel
after looking around at all the issues.

 

There should be no jumping-through-a-hoop on my part required here. I'm not being paid to research and report this in a particular format, nor are you doing me any favors by listening to the input I'm providing Microsoft for free. It's entirely upon Microsoft
to solve this problem or to remove their advertising that the xbox box one s is a functional 4K media device.

After finding something that unexpectedly solved the problem for me, being a decent human being I decided to post on the forum giving model numbers and links to products which can easily be looked up so your engineers would have additional data to work with,
potentially helping solve the problem for other xbox one s owners and helping your employer retain sales.

You act as if I might as well have reported that I did a head-stand while pressing the power button and all of a sudden it worked. You have a group of customers with different 4K sets all experiencing variations of the same problem, an unreliable 4K signal
despite following all of the troubleshooting recommended by Microsoft. One of the customers does something which clearly alters the signal and is not mentioned in any of the troubleshooting steps - and it overcomes the 4K signal problem.

If you want to completely discard what I've posted, so be it. Just realize that it comes across as if you guys think you are doing us some kind of favor by allowing us to provide information your engineers can use to troubleshoot this, rather than your engineers
leaving no stone unturned to make sure the xbox one s is doing what it's advertised as being able to do - and being glad to incorporate user input, especially involving a fix to a bug which seems to be plaguing quite a few customers.

 

Matty - No news yet, but the guys I'm working with told me late last night that they are in France for a convention that a few LG people are at. They are going to pass on the information that you've provided, including that the chat agents you've spoken
to saying this is on our end instead of getting your information to the right people on their side. I might not have another update until next week, though. I will definitely keep you posted.

AllDaySonYeah - The information you have provided has not been ignored; quite the contrary, in fact. I've let the team know that I am working with a customer that has a JVC TV that believes to have solved the issue with a USB powered HDMI cable, but hasn't
provided all the details they are looking for. Once you give that information, I am more than happy to give them all of the full details of the troubleshooting *they* are requesting. I fully understand that you do not need to do this if you feel it's not necessary,
though. If you feel inclined to provide that information, I will get it over to them so they can fully investigate the situation. I appreciate your understanding the steps I have to take in order to pass on details of each user.

 

My apologies - I misinterpreted your angle and will take another look at what details you asked about and see if I can supply them.

 

The issue seems to have reappeared and has not subsided even with the steps I took. I've tried other UHD devices since on my TV however, and none of them have had the issues the One S has, nor have they had these issues since the issue reappeared on my One
S, leading me to believe the One S was poorly coded or designed for outputting 4k; this is probably a result of it being early hardware which is unfortunate.

 

Hi miss Q

Thanks for the update. Sadly I'm feeling a bit concerned now someone is selling you bad information. I just spoke to LG USA who had no clue and also LG Europe and U.K. No one knows about any kind of a bug etc. And also quite rightly pointed out that if
it wasn't working right every other 4K based device would have a issue.

Sadly what PCRat has said I'm feeling inclined to agree with at the moment that the one s was the scorpions test subject. We're all beta testers for it.

Sadly look at the facts We have multiple brands of TVs and monitors. All same issues. And we have other devices tested with no issues. Doesn't it say out of the process of elimination the Xbox has a serious fundamental problem?

I appreciate your help and this isn't aimed at you but what are they actually doing? Are they even looking into it or blaming everyone else.

We need a real official update and some signs someone's doing something. As at the moment all I feel the one s is a mini version and a lighter wallet. And may as well be sold.

 

For my issue, I believe the 4k output to be game dependent. I still believe this to be poor optimisation on Microsofts part, but these issues pop up most during Halo 5 and Gears of War Ultimate Edition, other games such as The Evil Within and Resident Evil
4 have no issues regarding using the 4k setting. In other words, this might be something within the coding of the resolutions of both Halo and Gears that are conflicting with the 4k upscale. Looking on audio video forums, others are having the exact same issues
identical to mine (here:
www.avsforum.com/.../2549825-xbox-one-s-issue-up-scaling-games-4k.html) with Gears as well; I'm unsure if they are having issues or non-issues with other games on their One S.

 

PC Rat Goof 519 - Vizio are coming out with a bunch of fixes for the P-series right now. You can see that

here. I'm attempting to find out if this will be pushed out to M- and D-series as well. That post calls out the way we have some settings, but most of the fixes will help improve the quality of the video on Vizio P-series TVs.

I understand everyone's frustrations around this. I can probably guarantee that if you spoke to our phone or chat agents, they will give you different information than I am providing; it's not a critique, it's just something that happens in larger companies
sometimes. The people you talk to with that work for manufacturers generally do not have direct access to engineers like we do here on the forums (and Twitter). We work on campus with most of them, and have processes to work directly with these teams. I can
assure you that LG is aware of the situation with the monitor and Vizio with their TVs, but the people providing this information tend to be engineers talking to our engineers.

A very small amount of users are reporting these issues. I've only been working to full details with only 3 of you in this thread, and do not see any others on Reddit when I am working in the subreddit we support. Twitter support (our sister team) has resolved
all of their users they've seen come in, and others on my team here have been able to resolve people with the troubleshooting I've suggested. Most users go to the manufacturer and receive assistance from them.

Here's how I actually understand your issue with communication: The Xbox 360 had a huge issue with working with a specific gateway modem from Comcast. The hire level agents at Comcast knew about this, but if you called in to their basic support they would
have no idea. After years of MS working with Comcast, we ended up getting a resolution. The speed that we have been working with LG and Vizio is super fast in comparison; we have learned from the past.

You guys have been great with the teams; they have been appreciative of all the work you guys do and I'm even learning a lot about this stuff. Understand that I am just a messenger here; these guys do not deal with customers directly, and have no access
to. Since this isn't something affecting a certain amount of users, there's no way to push out any messaging to the larger public; that can cause a panic with everyone thinking their stuff is broken, when that's not the case. These situations are mostly one
offs that we're using to gather information so we can work with the manufacturers directly to improve customer experiences.

Now that I did a giant tl;dr, I'll see if they can provide an update for me today on the LG contacts they have. I will likely not have an update today, but will follow up with you guys on Monday. Thanks again for your patience while this game of troubleshooting
telephone continues.

 

Hi misses q

I honk we all understand what you mean and we appreciate your help.

However I feel Microsoft have sold a awful piece of kit to its customers.

I swapped my monitor for a Samsung u28e850r and this has the same issue too. So it's another brand. Same problem.

So I got my Xbox swapped. Big mistake. Same issue. And the fan also rattles googling another known problem. I Think microsoft have not only dropped the ball but made a nice looking disaster.

They need to accept these flaws. I mean you say a handful of users. It didn't take much googling I'm afraid to see that's incorrect.

I'm not at all means digging at you but sorry I feel the S is a disaster for 4K and the brand

 

I am sorry to see that you feel this way, Matty. It's definitely not our intention, however you are free to not own the console at this time and purchase it or the Scorpio console once things have stabilized. We're here on the forums to help you guys solve
issues, and my job is to be a mediator to those teams that solve those issues. These particular issues have been acknowledged because I am in here saying they are an issue. As a Microsoft Employee, posting in here saying we are working with the right teams
to resolve this means exactly that; additionally, Vizio has acknowledged issues on their end and are working with us to resolve them. We are still working with other companies to improve the experience all around as well.

The team we're working with has explicitly said that they weren't aware of issues with the Samsung displays, though the model that was mentioned isn't the one you did up there. Have you confirmed all the troubleshooting steps have been completed? If you
need a refresher on what those are, I've got them posted below. I'm incredibly willing to help you troubleshoot what needs to be done to see if we can improve experiences all around.

• Install the latest TV firmware
• Confirm that Xbox branded HDMI cable is being used
• Double check the HDMI cable for firm connectivity. Remove and reinsert both ends to confirm proper seating.
  
• Connect directly to the TV if applicable (e.g. Xbox connected to an AVR, soundbar, HDMI switcher, etc.)
  
• Try a different HDMI port on the TV
• AC power cycle the TV. More specifically,
  • Remove AC power
  • Wait 30+ seconds
  • Plug back in AC power

 

Update on my situation. After numerous communication with Sceptre and putting a review of the tv and their lack of support for their customer on their website that was subsequently moderated and deleted. I was contacted today and advised that there is a
new firmware update that fixes the issue with the Xbox One S compatibility when displaying 4K UHD. Will complete the firmware update when I get home tonight, give it a test and let yall know the outcome.

 

Thanks for the update, BabyBoy! Let us know how that works for you. I'm sorry to see you've had to basically pull teeth to get this fixed for you, but here's to hoping they got it fixed up for you!

 

It is fixed and working. I get full 4k@60HZ and all other at the 8bit instead of 10bit. TV is not HDR capable but the picture is so much clearer and able to see way more detail. With my issue it was all the TV manufacture that had to fix the issue and not
Microsoft.

 

Good news bad news. Good news is the Vizio d-series got an update today. Bad news? You guessed it... It didn't fix the problem.