Frequent Visitor
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25 Messages
improperly labeled HDMI output from X1 box
I have an X1G-A and while the HDMI out line used to be (electronically) labeled "Xfinity", now its "STB Refsw Design" which clearly indicates this box (or sw) is broken. I have restarted (with a wait between power off and back on), replugged, restarted everything and a complete system refresh but to no avail. This seems to have also somehow messed up other things in my AV environment (my apple play box can not get music to my stereo anymore despite that not using HDMI, but apple box connections to the tv for control via HDMI). Or at least the bad HDMI label happened at the same general time my stereo refused to play. The Xfinity Assistant had no clue about any of this. Any ideas? How do I get Xfinity to replace this box (which is only a couple of years old but I had no choice when my 15 year old Tivo failed and Xfinity/comcast would not allow me to connect a new one).
XfinityDilary
Official Employee
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3.3K Messages
5 hours ago
Jg167 I can see why that’s concerning. Thanks for trying all those steps already. That “STB Refsw Design” label usually indicates the box didn’t load its firmware/config correctly. Since it’s still showing after restarts and a refresh, the box likely isn’t recovering properly. This wouldn’t directly affect your Apple device, but HDMI-CEC can sometimes cause cross-device issues. Worth toggling it off/on to see if the audio clears up. At this point, the best fix is to replace the box. You can:
Swap it at an Xfinity Store, or have one shipped to you.
If you’d like help setting that up, send us a DM with your name and service address. We'd be happy to set up an order for you.
To send a Direct Message:
Click "Sign In" if necessary
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• Click the "New message" (pencil and paper) icon
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