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Pace PX022ANM & PX013ANM not showing in app or online

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Posted by
Regular Contributor

Message 1 of 5
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I just upgraded my modem/router for the xFi service and all is well.  However, the TV box in my living room, a Pace PX022ANM and the DVR in my office (Pace PX013ANM) do not show up on the list of devices (active or inactive) on the mobile app or website or on the TV app (accessed on the TV).  The Tivo cable card does not show up anywhere either.  All other TV boxes (Pace PXD01ANIs) do show up just fine.  Refreshing doesn't change anything.  Is this known?

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Posted by
Official Employee

Message 4 of 5
690 Views
Solution

sehale wrote:

Correct.  No changes.  Strange - the "small" boxes show up correctly.  It is just the DVR and the larger box and Tivo card that do not.  Not on web interface, app, or TV app.  Thanks for following up.


Hi sehale, I have done some research on this for you and xFi is functioning correctly. Only devices that are connected through ethernet or wifi will show on xFi. Unless connected to your Gateway through ethernet, the Pace devices you mentioned - the XG2 (PX022ANM) and the X1 DVR (PX013ANM) - will not show up in xFi as they do not connect wirelessly. I cannot speak to the Tivo cablecard, but unless wifi-enabled, this device will not show in xFi either.

 

In regards to the other XiD boxes (Pace PXD01ANIs), these should also not be showing in xFi, but there was a known bug where these devices were getting through. This has since been fixed and these devices should only show in xFi as "Offline". After 6 months of Offline activity, these devices will be removed from your device list.

 




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4 REPLIES
Posted by
Official Employee

Message 2 of 5
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sehale wrote:

I just upgraded my modem/router for the xFi service and all is well.  However, the TV box in my living room, a Pace PX022ANM and the DVR in my office (Pace PX013ANM) do not show up on the list of devices (active or inactive) on the mobile app or website or on the TV app (accessed on the TV).  The Tivo cable card does not show up anywhere either.  All other TV boxes (Pace PXD01ANIs) do show up just fine.  Refreshing doesn't change anything.  Is this known?


Hi, apologies for the late response, but I wanted to check in on this. Is this problem persisting? 




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Posted by
Regular Contributor

Message 3 of 5
575 Views

Correct.  No changes.  Strange - the "small" boxes show up correctly.  It is just the DVR and the larger box and Tivo card that do not.  Not on web interface, app, or TV app.  Thanks for following up.

Posted by
Official Employee

Message 4 of 5
691 Views
Solution

sehale wrote:

Correct.  No changes.  Strange - the "small" boxes show up correctly.  It is just the DVR and the larger box and Tivo card that do not.  Not on web interface, app, or TV app.  Thanks for following up.


Hi sehale, I have done some research on this for you and xFi is functioning correctly. Only devices that are connected through ethernet or wifi will show on xFi. Unless connected to your Gateway through ethernet, the Pace devices you mentioned - the XG2 (PX022ANM) and the X1 DVR (PX013ANM) - will not show up in xFi as they do not connect wirelessly. I cannot speak to the Tivo cablecard, but unless wifi-enabled, this device will not show in xFi either.

 

In regards to the other XiD boxes (Pace PXD01ANIs), these should also not be showing in xFi, but there was a known bug where these devices were getting through. This has since been fixed and these devices should only show in xFi as "Offline". After 6 months of Offline activity, these devices will be removed from your device list.

 




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Posted by
Regular Contributor

Message 5 of 5
539 Views

ComcastBrittany - well that explains things.  I thought since the Pace devices showed up, the DVR should too.  Makes sense that they should NOT since they are not internet based.  Thanks for following up.