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user_h491c1
1st Topic

1 Message

Thursday, October 12th, 2023 3:19 AM

Closed

Cable box software update

Trying to watch tv. Message came up that says “software update is in progress” doesn’t move past 0% then says “we’ve run into a problem here, give us a call” but doesn’t list a number and can’t exit the screen. 

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Updated 

10 months ago

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user_1aknf4

2 Messages

1 year ago

Same kind of issue here... turned on TV yesterday, it said that it was going to do a software update and it would take about 6 minutes.  TV never came back up.  Issue affects both my wired non-DVR boxes.  After 30 minutes on the phone, tech support said I needed new boxes because they didn't take the update. Went to Xfinity store, got new boxes, they didn't take the update either (they were the same boxes).  Pretty sure it's the update that's bad here. 

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XfinityJoshuaG

Official Employee

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331 Messages

@user_1aknf4 Sorry to hear about that, we'd be happy to help out tonight. Could you please direct message us your full name and address for us to get started?

 

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” 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

1 year ago

0

SammyFL

Contributor

 • 

131 Messages

1 year ago

Are these X1 boxes that are saying they need a software update? Or older non-X1 boxes?

2

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user_1aknf4

2 Messages

@SammyFL​ 

Mine are small black boxes, about 6x4x1 inches.  Button on top right corner and a light bar down the right front corner.  Serial numbers start with PAM.  I think they're X1.

1 year ago

0

SammyFL

Contributor

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131 Messages

@user_1aknf4​ ok. I was just wondering since this was posted in the non-X1 forum. But those sound like X1 boxes.

1 year ago

0

XfinityRaf

Official Employee

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586 Messages

1 year ago

Good evening @user_h491c1. Did you restart the box manually? 

2

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user_q0bxoe

1 Message

My box wont restart it keeps saying software update in progress

10 months ago

0

XfinityJanelle

Official Employee

 • 

1.3K Messages

Hi @user_q0bxoe Thank you for reaching out on the Xfinity Community Forums. Are you still seeing the box stuck on the software update screen? 

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

10 months ago

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