Helix TV Blacks Out

[ngraddon]

Whilst watching any channel on Helix TV, the screen will black out including the sound and return within a minute. It does this constantly. I have had a t4echnician come and do their thing and they even replaced the Helix device but still it continues. I have re-booted/restarted the Helix device but yet the problem persists. My Helix is attached to a Samsung HDTV.

Has anyone experienced the same thing and what was the solution.

[CedrikS · Accepted solution]

Hi ngraddon,

We strongly suggest you reach our technical support so they can verify your network and devices: http://bit.ly/FB_Contact_Us

Thank you!

[klomoney]

Hello, I'm having the same issue! Your post is marked as solved. What was the solution? 

Thanks!

[abruneau]

I've been havinv the same problem for a couple of weeks now. Tbis is new because we've had Helix for at least 6 months. I called tech support and they made me play around with the settings, move the gateway right next to the TV, plug the terminal straight into a wall socket instead of a surge protector,nothing worked. So what did you do that solved the problem? Please help me if you can, this is really annoying .

[CedrikS]

Good morning klomoney,

If you have done all of the possible tests, we suggest you reach our technical support to see what other options are available to you: http://bit.ly/FB_Contact_Us Thank you!

[CedrikS]

Good morning abruneau,

It's possible a technician will be required but to make sure of that, please reach our technical support over here: http://bit.ly/FB_Contact_Us Thank you!

[Surelip]

This is also happening to me and seems like a product defect

[JulieL]

This can be caused by a desynchronisation of the HDCP (used by the HDMI cable), it can be a signal issue, or it can be WiFi echo if the terminal is placed too close to the Helix-Fi Gateway. Don't hesitate to contact our technical support so we can test your installations and determine the cause and solution with you 🙂 
https://videotron.com/en/contact-us