Pause function has stopped working

We have multiple set top boxes in the house. Recently one has stopped accepting the pause button. When we press the pause button we get an error that says insert the card. I did several hard restarts and I get a brief message basically saying the same, that there is a card either missing or needs to be re-seated. It’s a sealed unit. Wherever the card is, we’ve never touched it. How can I get this resolved? Thank you.

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BruceW

Gold Problem Solver

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26.1K Messages

9 days ago

Cable boxes are essentially specialized computers. The "card" is a memory module inside the box that stores the last 30 to 60 minutes of video. Sometimes the box logic becomes scrambled and isn't able to use the module, and sometimes the box develops a permanent hardware fault.

As with any computer, sometimes a reboot clears things up. Try unplugging the power cords of all cable boxes for a minute or so, then power back up and try again. If that doesn't correct the problem you'll have to swap out the failing box(es) at an Xfinity Store or Service Center (see https://www.xfinity.com/support/service-center-locations).

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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graftondog

3 Messages

@BruceW Thank you for taking the time to respond. Understood. The box has been cold restarted (unplugged) and soft restarted using the box settings function and remotely by the technical support bot that I interacted with earlier today. No dice. My wife has been complaining about the pause not working but it wasn't until today that I had a chance to carefully observe the restart and saw the memory card message. I figured we would be in the situation you describe but I couldn't figure out how to get to a human to have this discussion.

The nearest Xfinity Store is an hour's drive. I certainly hope someone in authority joins the discussion to offer a mail exchange option.

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9 days ago

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XfinityFrank

Official Employee

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1.1K Messages

Hi there, @graftondog! Thanks for reaching out to us here on the Community Forum! Not being able to pause is certainly frustrating! It's one of the joys and conveniences of X1! It sounds like you did the appropriate troubleshooting. The next step would be to get a new box, but since you're so far from the nearest XFINITY Store we can help do that via shipping! Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address, and we can get the ball rolling. Thanks!

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7 days ago

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graftondog

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This is the Accepted Answer but I can't see anywhere to flag it as such. There are Like and Reply options but nothing else.

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2 days ago

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graftondog

Pause function has stopped working

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BruceW

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graftondog

XfinityFrank

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