U

Visitor

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1 Message

Mon, Jun 7, 2021 12:15 PM

Closed

Flex box software update in progress never finishes

Code rdk-03012-0

Flex box requires a software update however it is continuously in progress. It will sit at 0% for about 5 minutes then download. Then verify software then write software. System will reboot and start all over again. About a 10 to 15 minute cycle every time. Nothing is ever resolved.  After hours and hours of waiting, screen displays instructing to pair device with modem. After pressing both pairing and buttons nothing happens. Cycle will start all over again and repeat.

Official Employee

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430 Messages

1 y ago

@user_60bc40 Thank you for reaching out to us in our Xfinity Community Forums. I am very sorry to hear of the troubles the Flex box is giving you. I really appreciate the information you have provided us thus far. Typically, this error is resolved with a quick restart of the Flex device. It sounds like you have already tried this step. I would like to look into this further with you so, you can start enjoying the Flex service again. Please send us a private message to further assist.

 

To send me a private message: click my username (ComcastAlisha) to view my profile, then click the link that says "Send a message" and there you can compose a private message.

Visitor

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1 Message

@ComcastAlisha 

I have this same problem.  The Flex is unable to complete the software update and keeps rebooting.  How do you fix this?

XfinityChad2

Official Employee

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234 Messages

Can you try connecting via Ethernet? 

I am an Official Xfinity Employee.
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Visitor

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1 Message

I also have the exact same issue that the initial person stated. I spent over an hour on chat with two people and within that hour, they just had me check the connections, as they said their system indicated that was the problem. I told them the power cord and HDMI cord are the only two connected and they are securely fastened, and the connections should have no reason why the Flex is stuck on this software Loop. The other chat representative said that the power cord should not be plugged into a surge protector but should be plug directly into an outlet. Again I told him that should not be the reason why I'm stuck in this loop. I even try connecting directly with the ethernet and the same thing happens. Is there any fix for this?

Official Employee

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610 Messages

Hello, @user_b30ad4, thank you for your comment and for letting us know you are also experiencing an issue with you Flex box. This is certainly not the experience we would want any of our customers going through. I understand that it is a bit odd to experience this issue due to a surge protector, however, for troubleshooting purposes and to be able narrow down the issue we would want to eliminate any possible causes. Do you have the option to connect the power cord directly to an outlet? If you have attempted this step already, please let us know the outcome. 

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

I have same problem . Comcast person told me it was because my modem was end of life . Everything else was working Thermostats computer . I went out spent a lot of money bought a new modem because she insisted that was the problem . got it hooked up and connected every thing working but the flex box . Same messages saying call . So she lied and it cost me money . Totally feed up . I do not even want to  call again because I can not trust Xfinity employees .

Visitor

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3 Messages

1 y ago

Same issue- 

welcoem- update- update complete- welcome - update - update compete- welcome …..never ends 

XfinityChad2

Official Employee

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234 Messages

1 y ago

Suggest you swap your device for a new one, looks like it having issues downloading the latest firmware. 

Visitor

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1 Message

1 y ago

Box was working great at our old house. We moved this week and now it’s not working. Yes, I transferred our service. My internet is working but not my tv box. It can get as far as the “software update” screen with the Ethernet cord plugged directly to the box but if I plug the coax cable it just restarts the box over and over, never making it past the welcome page. 

On the software update screen, it never makes any progress on the update and it says to call after 20 minutes if it’s not done. Do I need a new tv box?

XfinityAnna

Official Employee

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649 Messages

Hi @user_7b6193 , thank you for reaching out over Xfinity Forums! Welcome to the community. I can see how this would be a frustrating experience. I personally love to watch TV and unwind after a long day. Let’s work together to get this resolved ASAP. I would like to look over your account and investigate a little further. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you! 

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

I have the exact same problem. Xfinity can't send a tech for 4 days!!!!!!

Visitor

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1 Message

1 y ago

We have the same issue. 6+ hours talking to tech support to be told we have to pay $100 to fix it.  

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