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Shahid
Shahid, Technician
Category: TV
Satisfied Customers: 10086
Experience:  I have been repairing electronic gear since 1993 as a qualified Sony tech
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I have sound, but no picture. Model X40, 1 year old. TV menu

Customer Question

I have sound, but no picture.
JA: What's the model number of your TV? How old is it?
Customer: Model X40, 1 year old.
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: TV menu works. Same problem on all sources/inputs.
JA: How long has this been an issue? What happened right before this popped up?
Customer: I turned off the tv last night. Turned it back on this morning, and no picture.
JA: Anything else you want the TV expert to know before I connect you?
Customer: The screen is not black, it just isn't projecting a picture.
Submitted: 4 months ago.
Category: TV
Expert:  Shahid replied 4 months ago.

Hi, my name is ***** ***** I will do my best to help you today. To make sure I don’t miss anything, please give me a minute to review your question.

Expert:  Shahid replied 4 months ago.

1- Could you please get me the model number written on back of TV?
2- What video devices/ sources (such as cable box DVD player etc) are connected to TV and does the problem occur on all video input sources?
Thank you.

Customer: replied 4 months ago.
Model X40 connected to Xfinity cable box.
Expert:  Shahid replied 4 months ago.

X40 is incomplete model number, please get me the complete model number off of label pasted on back cover of TV to get related manual for troubleshooting purpose.

Expert:  Shahid replied 4 months ago.

Also, if press menu button on TV or its remote, does TV own menu screen show up?

Expert:  Shahid replied 4 months ago.

Does TV screen glow/ show any thing at all when turn On the TV?

Customer: replied 4 months ago.
F38405BKC7349. Screen glows white. There is sound.
Expert:  Shahid replied 4 months ago.

OK, please grab TV remote (not the cable remote) and press Menu or volume button, does any thing appear on TV screen?

Customer: replied 4 months ago.
The menu is working, volume is working. The screen is not just white, sometimes it flashes different colors.
Expert:  Shahid replied 4 months ago.

ah OK, it seems problem is coming from cable box. Have you rebooted it?

Please unplug cable box power cord from wall outlet for 5 minutes to reset, replug back in and let it reboot that may take several minutes to finish and picture will appear on TV screen.

Please reply back with the result.

Customer: replied 4 months ago.
Nothing is happening. Should I call Xfinity?
Expert:  Shahid replied 4 months ago.

Please check the connection cable runs from cable box to TV to make sure it is tight and securely plugged in both things.

If still get sound of cable channel but not picture then yes, call Xfinity and ask them to replace cable box which has stopped sending out video signal to TV due to internal failure.

I hope these info will help. If you have any additional questions, feel free to ask. If you're satisfied, please rate me a 5-star at the top of your page.
Thank you.

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