Problem Solver
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492 Messages
Flex Xi6-T Box Displaying Frequent Black Home Screen
When turning on my TV from the Xfinity or TV remote, my screen is displaying black from the Flex box. This is happening frequently. I do not see the Flex main menu as expected. Pressing the home button, or other buttons on the Xfinity remote does nothing. However, if I press the voice button on the Xfinity remote, I can see the "Listening" icon on screen and can launch apps by saying open Tubi etc. If I exit an app, it goes back to a black home screen. If I press the home button on the remote while in an app nothing happens. It does not go back to the home screen as I would expect.
I briefly noticed a message onscreen once before it went black, something about we are having connection problems. It's as if the home screen is crashing. Only way to fix is to unplug the Flex box and plug back in, or use the voice command "restart box." Does this box need to be reset, a firmware update or replaced?
Accepted Solution
AshBird
Visitor
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3 Messages
2 years ago
I accidentally fixed the issue myself.
I said “Resend Signal” into the remote. It heard “Recent Signal” which brought up this error menu that said, "Tell us about your problem."
I was able to select an option called, "Picture Quality" and it gave me an option to complete a system refresh. It said it may take 10-20 minutes (it took about 15) and my multi-day issue was fixed when the refresh was complete.
Hopefully, this will helps all of you too.
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AshBird
Visitor
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3 Messages
2 years ago
have had this problem since I got the Flex box; it has probably been a year now and previously I had full cable. I’m in the same boat where I usually have to use the voice command to launch a third-party app. When I eventually go back to the Home Screen (whenever I’m done in the app I started with) usually the issue resolves itself. Sometimes I have to restart the box, and then use the voice command workaround. Only once or twice did I need to power cycle my Flex box, but it still fixed it.
Today, I’ve physically restart my box twice, used the voice command to restart my box once (which I didn't know was a thing until this thread), restart my modem twice, restart my TV every time, run troubleshooting through the app multiple times, and nothing is working. And using voice commands isn't loading other apps either. But of course troubleshooting says everything is fine. When I use a voice command to go into another app it says it's loading and shows me the “press Info (i)” prompt, if I press i it does show me the actual info, but it just goes back to a black screen when I leave the prompt splash screen. Super frustrated.
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Shear_savage931
Visitor
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1 Message
2 years ago
Same issue. I have called support and am waiting on a call back.
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user_c70e1f
Visitor
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1 Message
2 years ago
I have had this going on for a few days, in a chat right now with support....don't seem to know what is going on either! Will update if I find out more.
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user_47d4c9
Visitor
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1 Message
2 years ago
None of this works for me. I spoke with technical support to no avail and choppy connection. I've restarted multiple times, checked all connections, and exchanged the remote thinking it may be an issue with that since voice commands never worked on the previous different Flex remote. I was advised to keep the "better Flex box" I currently have, being told it was a precious commodity that I shouldn't trade in because I would end up getting the cheaper, less desirable Flex box in exchange. My new remote's voice command also will not work and all these prompts saying to "just go to settings" is impossible because nothing shows up after the "welcome" and "setting network preferences" restart messages; so, how does one get to settings if you can't see?? Must not be a resolution thing either otherwise why would I be able to see the initial restart??
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