U

Visitor

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2 Messages

Thu, Nov 18, 2021 1:09 AM

Closed

Error. Image launch failed

I’m trying to set up my new xfinity flex, but no matter what method or troubleshooting fix I do I get the same frustrating message: Error. Image launch failed. I have tried everything, and it still doesn’t work. Please help.

Official Employee

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762 Messages

9 m ago

Hello, @user_6dc62c, thank you for reaching out to our forum for help with your Flex issues. It's such a great platform to be a hub for all of your streaming services, so I get how annoying this could be. I realize it's been a few days since you posted in the forum, are you still experiencing the same issue? If so, I can definitely help out. To get us on the same page, can you please let me know what you've already done on your end to avoid repeating steps if possible? 

Visitor

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2 Messages

@XfinityMarcos yes. I have tried unplugging each cord for 30 seconds then replugging, plugging into different outlets, switching spots in the house, and restarting the modem. It has still not worked.

XfinityChad2

Official Employee

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234 Messages

Can you post a screenshot? Is there an error code? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

Hello, I am also getting this message. No error code, just a white writing on gray screen that reads

Error. Image launch failed. 

Please help

Visitor

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2 Messages

6 m ago

on the back of the box, there should be two small arrows pointing each, push and hold it for 30 sec -40 sec and the error message will disappear 

Visitor

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2 Messages

@user_KKN​ (error: image launch failed) after staying on the phone with xfinity for more than 40 mins I decided to google the issue bc clearly the tech had no clue.! I just want to give you your flowers while your here. Thank you so much, bc of you I am able to enjoy my flex box!!!💐  xfinity please take notes as this is a known issue. 

Visitor

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2 Messages

thanks. i struggled to find this for a long time myself and wanted to help others who have this issue.

Official Employee

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252 Messages

Thank you very much for the update! Happy to hear you were able to get this sorted out. Your satisfaction means the world to us. Apologies that you had to have it be an involved process, I know that all of our teams strive for you to be able to be confident in our support. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

5 m ago

I am receiving this error and the technician on the phone can’t even help me so clearly they are not trained on this.

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