U

Visitor

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4 Messages

Wed, Sep 15, 2021 8:17 PM

Closed

Flex box returning to home screen

when using streaming apps, any of them, my flex box will go dark for about 5 seconds, then return me to the Home Screen. I have not been able to figure it out, but I know that it is not the TV, Ethernet cable, or the power cable. How do I fix this issue?

XfinityDevin

Official Employee

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731 Messages

1 y ago

@user_c97926

Hi! Thanks for bringing this to our attention. That sounds like it would be pretty frustrating to try and watch something with this error! Let’s work on this together and we will make sure this is taken care of for you.

I have a few questions to help diagnose this. It sounds like either a signal interference or a connection issue with the cables like you mentioned. However, it might also be an error within the device so it’s important to narrow it down.

When you are on the home screen, and not navigating to an app, does the device go dark or have similar issues or is solely when going to an app?

 

Have you noticed any connection issues with your internet?

 

Have you also tried removing the cables from the device completely and reinstalling them to make sure they are seated firmly in place with no wiggle room that could cause this?

Visitor

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4 Messages

@XfinityDevinC 

Thanks for your help! I have disconnected and reconnected all lines, it is not an issue with cable connection. We have a pretty powerful xfinity service and I have disconnected internet from the flex box while watching, it did not give me a black screen but instead told me that there was no connection. I don’t think it is a connection issue. I have seen the Home Screen go dark and return back to the Home Screen, so I think it is a problem with the box unfortunately. This entire time I have had the box connected by Ethernet by the way. 

Official Employee

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584 Messages

@user_c97926

 

No problem at all!  Thank you so much for being detailed.  We want to make sure we get this taken care of for you.  When the issue occurs, are you receiving any errors on the screen?  Any messages or codes?  This really sounds like an isolated issue.  Would it be okay for us to complete some troubleshooting on our end?

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Visitor

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4 Messages

Thank you for your help! I do not receive any error message on the screen, and the TV itself does not turn off. I am able to switch to a different input. With other inputs, such as gaming consoles, this problem does not happen. There are no error codes or messages associated with the blackout either, it simply exits out of streaming to a blank screen, stays there for anywhere from 1-10 seconds, different every time (though it seems as though the more this happens, the blank screen stays longer) and then brings the home screen back up. If it is an isolated issue than that is great, and yes, I would love for you to complete some troubleshooting. Is there anything I need to do?

XfinityRyanE

Official Employee

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458 Messages

Thank you for the additional information, it definitely helps! We would like to take a look at this in more detail and run some tests on your signal and equipment. To get started, please use the chat icon in the upper right to enter Direct Messaging. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

 

Please let me know if you have any questions or run into any problems. 

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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2 Messages

10 m ago

Has this problem been fixed?  I have the exact same issue.  I called Comcast customer support and was told to take the box to an Xfinity store and get a new one.  I did that and with this new box the same problem exists.  I purposely had another Smart TV playing in a different room while using the Flex box.  The Flex box played what I was watching for almost an hour, then went blank and returned to the home screen.  The TV in the other room had no issues when that happened.  I have tried disconnecting and reconnecting cables.  I have unplugged the device and restarted it.  As stated by the original poster of this problem - I received no error codes or messages.  The box appears to be working fine, then blank screen and back to home screen.  If this cannot be fixed I will gladly return this box as well.  

Official Employee

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607 Messages

Greetings, @user_0e30a1! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you've had this same issue with two Flex boxes in a row, but you have definitely come to the right place for assistance.

 

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live session.

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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1 Message

9 m ago

This also happens with our box! We just got it a few weeks ago and it will do this about 1/2 the time we use kt

Official Employee

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330 Messages

Hello @user_18c4d7, thank you so much for reaching out for help with your Flexbox using our community forums! This would definitely be frustrating! We definitely need to take a closer look at this with you!

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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

8 m ago

So what in the end fixed the issue of it going to a black screen and then back to the home screen. I've been having that issue. I'm just curious if you had to replace the hardware or if you are able to troubleshoot it through the internet. What was the issue for the problem? I know that my internet is good and it's not a cable.

XfinityEva

Official Employee

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452 Messages

@iamCatman Sorry to hear you are also experiencing these issues with your box, You mentioned it is not an issue with the cable, have you made sure these are connected properly? Also do you receive any error code or message? 

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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2 Messages

Yes everything is secure. There is no error code. As I'm watching something on YouTube or Prime video the screen will just go black and exit itself to the home screen. Sometimes I will see that spinning Circle about 5 to 10 seconds before it goes black. Today I was able to watch YouTube for an hour or more before it did this. As the night has been going on it has been happening more frequently.

Official Employee

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655 Messages

I'll be glad to help troubleshoot further on my end. I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your first and last name to help us locate your account. Let me know if you have any questions.

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

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4 Messages

8 m ago

Same issue, brand new install on my own router.  No issues with internet connection, just seems to drop the wireless incessantly. I can get different places once the box decides to stay operating for a few minutes but inevitably it freezes for a few minutes and then blanks out and returns to the Welcome screen.

I think I understand why the Flex box is free ...

Visitor

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1 Message

8 m ago

Mine has been doing this for the passed 5 months. I’m sick of it.! Anyone have any suggestions on how to fix this??

Visitor

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2 Messages

@Xfin2021 I no longer use mine.  Fortunately it was free.  If they want it back they can come get it!!!

Visitor

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4 Messages

Honestly I returned my router and got the xFi gateway, haven't had a problem since

Official Employee

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301 Messages

@Xfin2021 Thank you for reaching out this morning, and brining this to our attention. I know how frustrating it can be when your services aren't working as designed. I would be happy to assist you in getting in the right direction to get your box working today. Have you tried to re-pair your box yet? I'm including a link with the instructions for you. I'm here to help in any way I can. Please let me know if this works for you! I look forward to hearing the outcome! 

 

https://comca.st/3E18f5Y

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

8 m ago

Same thing here. Stopped using it. Will play for 5 minutes then reboots to the main screen. No error message. Since I have a functioning Roku and FireStick (and don't pay for this) it'll go in the drawer. Might try again one day and see if they update the OS.

-fitz

Official Employee

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240 Messages

Hey @user_85bc02. I completely understand where you are coming from but am sorry that our Flex box is causing you trouble. I'd be happy to look further into this for you and check the signal and communication with the box. We may be able to remotely troubleshoot this with you and correct the issue. If you'd like, would you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://comca.st/3pvTfZX
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
    • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
    • An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it.
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

 • 

1 Message

7 m ago

I am having the same issue!  While streaming on an app, any app, after 5-10 min the screen goes black and than goes to the homepage. I have reset the flex box and restarted my modem and router. Still have the issue. It even happened when I was not watching anything and the screen saver was on. I do not get any error codes. Very frustrating!!  I am current using an ARRIS SB8200 with the latest firmware. I have this connected to a Linksys MESH router. My internet speed is 900mps.  I have never had an issue streaming until I got this flex.  I have Apple TV’s and Firesticks. No issues with them. If it was not for “Peacock” I would not use the flex. 

I called Xfinity today and they did some trouble shooting on their end. They informed me they found no issues with the box.  A few hours later, while streaming, it happened again. Very frustrating!  You would think with all these people with the same issue, there is an obvious issue that needs to be fixed. I have a ticket number for the call today. 

Official Employee

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637 Messages

Welcome to our community forum, @user_95f976! I love watching my favorite shows to relax at the end of the day so I'd be upset if I was running into these issues. Are you noticing internet issues on any other devices? 

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

I am having the exact same issue.  Watching the Olympics on Peacock on the Flex box.  It goes black and goes to Home Screen.  I've missed the end of 2 races.  Please get this fixed.  Everything is plugged and checked and rebooted.

Visitor

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2 Messages

It does it on other apps too.

Official Employee

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183 Messages

@user_e531d1 I'm sorry to hear this. You only notice this issue on the Flex box? If that's the case, I'd be happy to work with you privately and see about replacing the box. 

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

 • 

1 Message

5 m ago

Just received my flex box and it’s doing the same thing. Every time I try to login to one of my apps, it goes black and back to my Home Screen in the middle of entering my login information. No wonder it was free!

XfinityJodie

Official Employee

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663 Messages

@Hough.Steven Hello, I'm sorry to learn about the issues with the Flex box. We would really like to look into this. Our Flex box is free but it should 100% work the right way. Please send us a private message with your full name and service address. 

 

To send the requested information in a private message to Xfinity Support from any Forum page:

  •    Click "Sign In" if that prompt is visible
  •    Click the "Direct Messaging" icon or https://comca.st/3MwX4Yf
  •    Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person", but don't do that.
  •       Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.
  •   Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
  •   Type your message in the text area near the bottom of the window
  •   Press Enter or tap the >icon to send it
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
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