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HD Troubleshooting for Your Non-X1 TV Box

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If you're having problems with your HDTV, double-checking the settings, equipment and connections could help fix it. For specific ways to troubleshoot some common problems, read on.

General Tips

  • To connect a standard-definition (SD) TV Box to your SDTV or HDTV, use composite, RF or S-Video cabling.
  • If your subscription includes HD service, connect your HDTV and HD TV Box with HDMI or component cabling. (See Identifying Video, Internet and Voice Connection Types.)
  • If your subscription doesn't include HD service, you won't get HD channels - even if you have an HD TV Box or an HDTV. To get HD channels, contact us to upgrade your subscription to HD service.

If There Is No Picture or No Sound on HD Channels

  • Verify that you subscribe to the channel you're trying to watch.
  • Check that the TV Box is on.
  • Confirm you're tuned to an HD channel.
  • Double-check all connections and make sure you're using HDMI or component cables.
  • See if you're able to view other HD channels.
  • If none of these suggestions help, please contact us.

If There Is Sound, But No Picture on HD Channels

  • Verify that you subscribe to the channel you're trying to watch.
  • Check that you have the right equipment.
  • Double-check all connections and make sure you're using HDMI or component cables.
  • Check that you have the correct input in your HDTV for your connection type.
  • If none of these suggestions help, please contact us.

If There is No Guide on HD Channels

  • Verify that you have the correct equipment.
  • Make sure you're using an HD TV Box on an SDTV with the output set to 480i or 480p.
  • Confirm you're using HDMI or component cables.
  • Check that you have the correct input in your HDTV for your connection type.
  • If none of these suggestions help, please contact us.

If There is Tiling on HD or Video Channels

  • Double-check that all connections are secure and tight.
  • If that doesn't help, please contact us to schedule a time for a technician to come to your home.

If the Picture Is Clear but the Colors are Wrong

  • Make sure your YPbPr configuration is right: Y to Y, Pb to Pb, and Pr to Pr.
  • If you're using an HDMI or component cabling, verify the additional HDMI settings. Color Space should be set to RGB.
  • See if the Component or RCA-style cables and jacks have become loose. A loose component connection could cause a red (pink), blue or green screen.
  • Check the color adjustments on the TV. (For instructions, refer to your owner's manual or the TV manufacturer.)
  • If none of these suggestions help, please contact us.

If You Can View HD Channels, But Not in HD Quality

  • Visit the programmer's website to confirm the program you’re watching is broadcast in HD.
  • Check that the TV Box is on.
  • Confirm you're tuned to an HD channel.
  • Double-check all connections and make sure you're using HDMI or component cables.
  • See if you're able to view other HD channels.
  • If none of these suggestions help, please contact us.

If the Screen is Only Partially Displayed on an HD Channel:

  • Visit the programmer's website to confirm the program you're watching is broadcast in HD.
  • If that doesn't help, please contact us.

If the Picture Doesn't Fill the Screen

Refer to your owner's manual or the TV manufacturer for instructions to change your TV settings.

If you can't get specific instructions, follow these general instructions:
  1. Press either the Menu or Settings button on the remote control that came with your TV.
  2. Select the menu item called Video Format, Aspect Ratio or something similar.
  3. Select the various options (may include Widescreen, Wide, Zoom, Squeeze or Stretch) until the picture fills the screen.

More Information

For more information on this topic, please visit our Help and Support Forums.
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https://www.xfinity.com/support/cable-tv/troubleshooting-your-hd/

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