Black screen .help

Hello,
Have you figured out on this issue?
I have two customers with the same issue, no settings changed on their boxes, it happened all of a sudden. I contacted the Support IKS and they replied me that they did a ''reset'' and to restart the box. Did it many times and same issues. All channels in black.
I tried many resets-generate new route-changing Mac address and still same issue.
Thank you,