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Can't connect new TV to cable

The TV is brand new and works fine. Connected it to Wi-Fi and it gets a great picture with Samsung TV Plus, Netflix, etc. The cable provider is Xfinity, and the box is an Xi4. Main (DVR) box is in the family room, is powered on, and that TV works fine. Coaxial cable runs from wall to Xi4, Xi4 is plugged into power. New AudioQuest (chocolate) HDMI cable runs from box to TV's HDMI 1. HDMI 1 works with Chromecast; it's not the port. Xi4 works with another TV; it's not the box. Cable works with another TV as well. So, all components have been verified functional.

Samsung support tried everything. Went to Settings > Source on the screen, selected HDMI 1, set it to our cable provider... nothing. Black screen in the setup video box. Xfinity could see that no signal was going to the TV, tried a reset, didn't work. Escalated the problem, they tried; still didn't work. We've unplugged and reset more times than I can count.

It should be so simple! Connect via suitable HDMI cable, power on the box, TV should recognize it - but it doesn't. I'm super-frustrated. PLEASE HELP!!!

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Hi,

Got a bit lost so bear with me ;-)

Did you try connecting the new TV to the cable in the family room which is connected to the other TV that works OK?

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Thanks for the reply - and sorry for the delayed response. (Got hit with a hurricane, so no cable at all for a couple days!) Anyway, yes, we did try that. The new TV doesn't like the box for the other TV, either (and the box works fine with the other TV).

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So, after trying everyone's suggestions, scouring the internet, re-reading the manual multiple times, I finally called Xfinity (Comcast) again - fully aware that a technician who determined that the problem was user error would be costly. My time is worth something, too, though, and I've spent WAY too much of it on this TV! I thought the hurricane would have led to a very long wait for a technician, but no... I called yesterday and he came today! He spent about five minutes checking connections, etc. and then swapped out the box for one in his truck. A few minutes later, after reboot, it worked perfectly. There was nothing wrong with the box per se; it worked fine with the other TVs in the house, and it's a box supposedly designed for 4K, but it didn't work with this particular TV. The tech says they see it all the time. The new box is a slightly different model, but it otherwise the same - and it works exactly the way it should. THANK YOU to everyone that pitched in to help solve the problem.

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First, turn off the power on the TV and unplug it. Then pull out the HDMI cable from either the box or the TV (doesn't matter which). Plug the TV back in and turn it back on. Finally, plug the HDMI back into HDMI 1 and make sure the TV is on the HDMI 1 input channel.

Regards,

Will

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So sorry for the delay. Hurricane got in the way for a few days. Went through this twice exactly as you said, step by step, and still same result... It says to check the device power - but the box is on. Thanks for trying, though.

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Hi,

Try connecting the TV to the box using the co-ax cable just to see if that works

Looking at the user manual go to Settings > Broadcasting > (Auto Tuning Settings) > Cable Search Option. (Not sure if this is what you meant by "....set it to our cable provider... nothing." was for HDMI only)

Alternatively there is the other option of Settings > Broadcasting > (Auto Tuning Settings) > Auto Tuning which even though it states "This function may not be supported depending on the model or geographical area. If the TV is connected to a cable box or satellite box, you do not need to do this.", you may still want to try anyway.

Is the latest firmware installed in the TV? Looking at this link there was an update issued on 08/23/2022. Be aware you may want to check online using the update feature on the TV, to ensure that you get the correct firmware update (if there is one for your model/area) and not rely too much on the link because it may not be applicable to your TV even if the model number is the same.

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Thanks so much for the detailed instructions. I did exactly as you suggested. Again updated the firmware, etc. No improvement at all. But thanks for trying!

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bethfoss zal eeuwig dankbaar zijn.
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