Here's the thread over on Rogers' Forum:

Help & Support - Rogers

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As mentioned in that thread, it's a connection issue of some sort. Since it appears that the port on the 4K box is not the issue, since you got a new 4K box, then I suspect a connection issue at the TV port or the HDMI cable is causing an issue, even though you've tried 3 different cables. Are the cables rated for HDMI 2.0? Have you tried putting the HDMI cable end that you've connected to the TV to the box and vice versa (swapping ends?). Some HDMI cables are "directional", although that's probably not the case here since you've tried several cables.

In the Rogers thread, you say the connection "worked" for video for a brief time (without audio). Perhaps it's with your new TV. Just out of curiosity, have you tried setting the output format of the 4K box to say 1080i, just as a test since all HDMI cables typically send that sort of signal OK?

Also, what length are these HDMI cables?

As for the sound issue, some TVs may not accept certain audio formats. Have you tried "other" instead of DD for the audio output format under Settings - Audio?

 

At present, I'm getting a stable good picture on the new 4K box, but no sound. I'd been using the cables that came with the 4K boxes as well as an AmazonBasics one. I just tried with my Xbox Series X cable, and there was no difference. I would say the cables are probably 2 metres, certainly no more than that.

I tried using other audio, and still no sound.

I think you're definitely right about the connection issue. Switching to 1080i did nothing, but I just noticed on the new box that it won't let me select Auto or UltraHD TV. They're both greyed out. The TV supports 4K on every HDMI port. I'm fairly certain that wasn't an issue with the old box (but it did have the tint, which the current one doesn't right now, but did earlier this evening).

Thank you so much for all of your help! I greatly appreciate it!

 

Hmm, if the box doesn't allow you to select 4K, then there appears to be a handshake issue between the box and the TV. Perhaps related to firmware - try updating the TV again? Perhaps related to the "poor" connection?

After you change the audio to "other" try another channel as that may "trigger" the audio to be sent to the TV. Don't always try the same channel - try various ones if you haven't already. Channels that contain incoming DD2.0 like CP24 as well as DD5.1 signals, like most HD channels TCM? Etc. Good Luck.

If you have it enabled, turn off HDMI-CEC on the TV.

 

Thanks, I think I'll try a factory reset because I am really at a loss. Maybe the updated firmware + factory reset will be the trick. Thanks again.

 

I added some additional info to post 4...

 

The firmware is up to date and I even factory reset the TV and box. I also tried the audio/channel switching thing with no luck. HDMI-CEC was already off.

Now I'm seeing green lines across the entire screen with no sound. I'm about ready to give up.

Thanks for all of your help though, I appreciate it!

 

Do you still have your "old" 4K box or did you give that back when you got the "new" one? If you still have it, you could run the various tests again?

- Cables, TV ports, output settings on the box (do you get the 4K option?), etc.

 

Are any of the other input devices been 4K? If not, I would try another 4K device or two to make sure the TV works correctly with them.

It looks like there might a fundamental incompatibility between the two devices. Rogers equipment is not the best when it comes to design and support. They've pretty much written off the Nextbox as a supported platform and any changes they've made in the past couple of years have caused as many problems as they fixed. Rogers' new TV products don't appear to be much better. I'm almost ready to write off Rogers as a result.

 

@57 I still have both boxes. I did mess with the settings on the old one and was able to view 4K programming in 4K (with a big tint and no sound, but the blue 4K light was on).

@ExDilbert I have an Xbox Series X and PS4 Pro that both work fine, so yeah, that's my thinking. Some type of incompatibility between the Rogers 4K box and LG OLED CX.

I'm thinking of just throwing in the towel and getting Ignite, hoping that the different equipment will make the difference.

 

A used 9865 might be an option. It's not 4k but neither is the vast majority of the programming. They are fairly cheap on Kijiji when available. Rogers might provide one free or as an exchange if you explain the issue to them. At one time they waived the rental fee on the 9865 for a year or two. I have an LG TV and it works fine with the 9865.

 

Thanks, yeah, my 4642 works fine, and there is definitely a paucity of 4K programming.

 

I also am having Rogers STB 4K handshake issues with my LG CX.

UltraHD TV resolution is greyed out on the Rogers Settings page. I can't visit the 4K channels without it telling me that I need a 2.2 HDCP compatible 4K TV.

Crazy thing is that I've had this TV for about three weeks and I definitely was able to select UltraHD TV when I first plugged in the Rogers box.

Something has changed these past few weeks.

Anyone else with an LG CX able to check this?

 

Well, I feel better that I'm not alone. I bought the bullet and signed up for Ignite to be installed on the weekend. I'll let you know what happens.

 

Thanks. Please do post after you have Ignite installed. I was thinking to switch over at some point in the future. If this alleviates your situation, I might do the same.

 

Well, I've only had Ignite for a few hours, but so far, so good!