Rookie

Set-Top Box Clock Issues

I've have noticed that the clock on my Samsung set-top box keeps freezing on random times and will not update. I have to unplug the box, wait a while, and plug the box back in then wait for it to cycle through the different codes before the time is adjusted. It is currently 1:32 pm (EST) where I am, but the time on the box is stuck on 10:25. I'm not sure if this is 10:25 am this morning or 10:25 pm last night.

 

This issue  started several months ago but has been happening more frequently over the last 2 or 3 weeks. Today, I noticed that I cannot turn the box on while the time is stuck - neither the remote nor the power button on the box work. I chatted with support a few days ago and was basically told to do the unplug/reboot sequence again. Has anyone else had this issue? Is this an issue with the box itself that would be fixed by swapping the equipment? Thanks!

8 REPLIES
Trusted Helper

Re: Set-Top Box Clock Issues


@mjjones08wrote:

I've have noticed that the clock on my Samsung set-top box keeps freezing on random times and will not update. I have to unplug the box, wait a while, and plug the box back in then wait for it to cycle through the different codes before the time is adjusted. It is currently 1:32 pm (EST) where I am, but the time on the box is stuck on 10:25. I'm not sure if this is 10:25 am this morning or 10:25 pm last night.

 

This issue  started several months ago but has been happening more frequently over the last 2 or 3 weeks. Today, I noticed that I cannot turn the box on while the time is stuck - neither the remote nor the power button on the box work. I chatted with support a few days ago and was basically told to do the unplug/reboot sequence again. Has anyone else had this issue? Is this an issue with the box itself that would be fixed by swapping the equipment? Thanks!


Hello,

 

Let's set up a tech visit to check your signals and drop line first as a new or swapped box will not solve bad signals.  Call Spectrum, and say that your clock on the box is freezing, not changing the time and that a reboot provides only a temporary fix.  Request a tech visit for a signal and drop line test.  This will test the outside and inside wiring signals to see that the box clock is getting the data needed to change the time.  Do not reboot any boxes, modems, or routers for six hours prior to your appointment.  Rebooting resets the signal error codes and the tech needs to see them.

 

If it is a signal problem, the tech may replace the drop line, wiring, or tap as well as a further investigation.  If the signals and lines are good, he will replace the box.

 

Satch

Lead Moderator

Re: Set-Top Box Clock Issues

There are a number of things that you can do to look into that may solve the issue.

 

What services do you have?

Do you have a splitter in the home?

If so is the box you are having problems with connected there?

Do you have any unused active coaxial outlets?

Do you see any damage or sharp bends in the coaxial? 

Are all of the connections for the coaxial very tight? (slightly tighter than finger tight) 

 

If everything checks out I would agree with @Satch that a technician is in order.

This behavior may be a problem with the box its self. If you would like to swap that out in the meantime to rule that out you can do that at any of our store location. 

 

Regards,
Julia R.
Spectrum-Social Media Customer Care
Lead Moderator-Community Forums

 

 

 

Rookie

Re: Set-Top Box Clock Issues

I have cable and internet, and both the cable box and the wifi router are connected to a splitter.  I think my home only has one coax outlet,  but it has space for 2 cables (see attachments). I use the longer of the two connectors, which is at the bottom of the outlet but appears on the right side of the first image. Should I try using the shorter connection  for one of the two coax cables?

 

I did not notice any damage to any of the cables when I checked their connections for tightness earlier, and there were no sharp bends. I will see if tightening the cables helps. Thank you @Julia_R and @Satch!

 

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Established Sharer

Re: Set-Top Box Clock Issues

All of the cable connector fittings in your photos are incorrect and obsolete, the wrong style (ancient hex-crimp instead of modern compression).  Ask your Spectrum home service tech to make new jumper cables and throw yours out.   Also remove the wall plate and check the cable connector(s) on the back side.  Replace if they were hex-crimp, then tighten securely with a 7/16" wrench before you put the wall plate back in place.  Don't overtighten or you will crack the plastic plate.

Rookie

Re: Set-Top Box Clock Issues

I guess I will have to call the local office later. Just out of curiosity, how obsolete are the cables and splitter? They were in the equipment package that I picked up when I established service a little under 2 years ago.
Proven Sharer

Re: Set-Top Box Clock Issues

I would also ask them to give you a new box...anything other than a Samsung. They are the worst boxes I've ever used in 30+ years and ultimately made my decision to go all TiVo an easy one.  They are super sensitive to "imperfect" signals.

 

Established Sharer

Re: Set-Top Box Clock Issues


@mjjones08wrote:
I guess I will have to call the local office later. Just out of curiosity, how obsolete are the cables and splitter? They were in the equipment package that I picked up when I established service a little under 2 years ago.


Sounds like it was before the Spectrum buyout, but those cable connectors weren't proper two years ago either.  They do need to be replaced.

Rookie

Re: Set-Top Box Clock Issues

Yeah. It was late July 2016, and I think they were still under the TWC name. I haven't had a chance to call them yet, but at least the time updates when I turn on the box now I guess. Thanks for your help!