X1 box stuck on Welcome screen

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@lauren1018 wrote:

Yes, gateway is online and so are the other 2 boxes. 

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swap a working box (and power supply and HDMI cable) to the non-working. works there? try the one not working in same way at the working location. 

Yes, gateway is online and so are the other 2 boxes. 

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@lauren1018 wrote:
I have tried rebooting multiple times and it’s still stuck. I’ve tried sending a signal and it says it can detect the box. I’ve checked all of the connections too. The light flashes blue, then just turns odd.
Has this happened to anyone else?

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is your modem/gateway working? have another set top box that works?

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@lauren1018 wrote:
Swapped the box to the other tv...still stuck in the Welcome. Bienvenido. Bienvenue screen.

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can't tell by your reply. did the problem follow the set top box or stay on the outlet?

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@lauren1018 wrote:
The coax cable comes out from the wall into the box, then connected to the TV via an HDMI cord. The box has worked fine on this TV for years. It froze the other night, so we unplugged it to restart it. Now, when I plug it back into the power, the blue light blinks, then turns off. The scroll on my screen says “Welcome., etc”.

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use a light and see what the name of the connector (coax) is that the cable is attached to. you may have the coax on the wrong coax connector.

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@lauren1018 wrote:
Followed the box.

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is the cable connected to the 'coax in from wall' coax connector or the 'out to TV' coax connector?

is there a barrell looking device on the back of your larger or smaller box? something seems to be blocking your MoCA network (how the boxes talk to each other).

No, there is nothing on the large or small box that looks like a barrel.

If when you switched the two boxes location only the box that was not working continued to fail then you should consider ordering a replacement box. If you found that the box that had worked also failed to work in the new location, even if it still worls where it was to start, you have a signal level problem. If the signal is the problem you will need to have that checked, unfortunately that may be hard to get done if COMCAST is unable to provide technicians in your area.

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@26T wrote:

If when you switched the two boxes location only the box that was not working continued to fail then you should consider ordering a replacement box. If you found that the box that had worked also failed to work in the new location, even if it still worls where it was to start, you have a signal level problem. If the signal is the problem you will need to have that checked, unfortunately that may be hard to get done if COMCAST is unable to provide technicians in your area.

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The box continued to fail when I switched it to a different TV.