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user_18c5f8
1st Topic

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6 Messages

Saturday, July 3rd, 2021 1:52 PM

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stuck in blue screen preparing for software update

My xfinity box is stuck in the process of updating to new software and will not exit no matter how many times I unplug it to reset it.  

The blue screen says "preparing your box for new software..." and is followed by eight DOCSIS status tests, with the last being "Operational..." The results are either DONE or OK for all of the tests, although the answers are different for each every time I reset.  I have tried to unplug for 30-60 seconds multiple times to no avail.  

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3 years ago

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RadTV

Problem Solver

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539 Messages

3 years ago

@user_18c5f8 There's no going back from that screen. You need to swap the equipment. That's the equivalent of the blue screen of death. You're not supposed to see the blue screen.

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user_18c5f8

Visitor

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6 Messages

@RadTV  That is unfortunate if it is true, but there is more to it.  The weird thing is that it continues to record scheduled shows and we can monitor and control that and play back old recordings through the xfinity app.  The front of the box gives no indications of anything going on, however, since it just shows two dashed lines in the display and nothing else. 

Thanks for your reply.  

I have seen other posts like this but they are always resolved offline out of the public view in a chat or mail. I would like to see the official comcast answer to this.

3 years ago

0

XfinityChad2

Official Employee

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263 Messages

That’s because the recordings are in the cloud and not local to your DVRs hard drive.  

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

3 years ago

0

user_18c5f8

Visitor

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6 Messages

So does this count as an official response from Comcast that the box is now junk and needs to be replaced?

3 years ago

0

user_18c5f8

Visitor

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6 Messages

Also, if we scrap the box does that mean the recordings will still be available to the next box?

3 years ago

0

XfinityChad2

Official Employee

 • 

263 Messages

Yes cloud recordings will be available, your local recordings can not be saved. 

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

3 years ago

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