"Unable to Play Video Message" Showing More Frequently on Arris-210 box on Start Up.

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Satch
Satch Posts: 5,361 Contributor

The only solution is to cold reboot everything. Box is new, TV is a Samsung 2 years old Using Clkr Backlite Remote. I think it is an HDMI handshaking issue.

Satch

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  • William_M
    William_M Posts: 1,161 ✅ Verified Employee Moderator
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    Hey @Satch! Sorry for the trouble with our TV service.

    Is it a "Unable to Play Video" message, or is the word message actually in the error? Are there any other codes along with it? What are you doing when you get it?
    If you reboot just the receiver does that resolve the issue? If not, if you reboot other things one at a time, what is the last thing rebooted that fixes it?
    Even new equipment can come with defects or be damaged before being installed, were you having the same issue prior to getting that new receiver? Have you tried exchanging the HDMI cable?

  • Satch
    Satch Posts: 5,361 Contributor
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    Hi William,

    It is a series of steps. Rebooting always fixes this. Got the box in March. Started getting the message last month. I have limited mobility so can't get behind the set to put the cable in a different HDMI port to see what that does. My brother has to come out to do that. I had an older Cisco 9865 ODN guide that never did this. Tech told us the new boxes don't play nicely with Smart TV's. I completely turn off the surge protector for about 20 seconds and turn it back on again.

    I have the older Clikr Backlite remote and I can only turn on and off through the System button, I can't the other power buttons and individual cable buttons to do what they want with this new box. The Clikr Backlite was not designed for the newer boxes. The four lights are lit so I know they are on when I use the System button to turn the TV on.

    Oh yea, and when this first started the "Unable to Play Video" message would be there for like a second and than the box would turn on normally. Now when the "Not able to play video message comes" I am going to reboot online so that everything can stay on next time.

    Next steps is to try a different port, After that a new HDMI cable, after that since I have the TV under Best Buy's extended Warrenty with about three years left on that, I might have them come out because I have a very noticeable Backlite Bleed 4 inch dark square in the upper left corner of the screen.

    Next time this happens, I am going to reboot through my account to see how that makes a difference.

    Satch

  • William_M
    William_M Posts: 1,161 ✅ Verified Employee Moderator
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    I think a problem with the cable receiver is more likely than the HDMI cable or TV. If it's not easy for you swap around cables/TVs etc. for testing I'd recommend just scheduling an appointment with a technician. If you're able to reboot just the receiver through the website and it fixes the issue an appointment or exchanging the receiver should definitely be your next step. If rebooting just our receiver doesn't help, and it seems like rebooting your TV is what is fixing the problem, then a TV or cable problem would be more likely, but still wouldn't disqualify you from having a technician to check things out.

  • Satch
    Satch Posts: 5,361 Contributor
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    Actually,

    I am saving calling the tech as a last resort, because he's going to want to swap the box and I have a lot of recorded stuff that I don't want to lose. Waiting for the new box to activate is a nightmare. Took 30 minutes last time, than you have to go into settings, change closed captions. Change power down options.

    Next time it happens with the unable to play video message, I am going to give it a five minute unplug to get everything out of the system where previously I was only doing like 30 seconds. If the problem comes back, I will have someone come out to swap the HDMI port, if that doesn't work, than a service call.

    Satch