Visitor
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1 Message
Pace PXD01ANI Box "Failed to Download Image"
During a regular nightly update of my X1 system one of my cable boxes (the Pace PXD01ANI) started alternating flashing red and green and displays the message on my TV that "A software update is in progress - Attempting to acquire current software." After a few seconds (without any update progress) it flips to the "Give us a call." screen and indicates that "we've run into a problem." The download status reads "Failed to download image."
I've gone through several total system reboots and through all of the troubleshooting tips, both on my own and again with the assistance of an Xfinity online chat representative walking me through all of the troubleshooting steps. He sent a remote reboot signal which resulted in the system rebooting and this TV coming back up with the same message, just as I had experienced when troubleshooting and initiating the restart from the Xfinity app.
This particular box is not recognized as being connected to the X1 system when I pull it up on the Xfinity app. All of my other boxes are showing as connected and working properly. This box says "Status Unavailable." I've unplugged it and reinstalled it on another TV in my house, all with the same results. The online chat representative escalated the issue to a Level 2 tech and said that someone would call me. I spent an hour going through the troubleshooting steps (on my own and with the Xfinity rep - who by the way was awesome!) but had an appointment and had to leave the house and missed the call.
Can someone tell me if at this point I simply need a new box? Or are there troubleshooting steps that can be sent to me? It is difficult for me to be physically present at the house when an Xfinity rep calls to try additional troubleshooting suggestions. My 93 year old father is not able to communicate all of this to a technician. As an authorized user I am attempting to get this resolved for him. Thank you for any help you can provide!
XfinityAlyssaA
Official Employee
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1.7K Messages
3 years ago
Good morning @user_29e1bf and thank you for reaching out to our Digital Care Team on our Community Forums today. We are sorry to hear about the issues you've been experiencing with your cable box and understand your frustrations. We'd be happy to look into your concerns further and find a resolution. Rest assured you've reached the right team to help.
To get started, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_9a4a4e
Visitor
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1 Message
3 years ago
I have the same problem...started last night.....replacing the box.....maybe thats it....
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