lauren1018's profile
lauren1018
Rousing Reactor
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Contributor

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49 Messages

Sun, Dec 27, 2020 6:00 AM

X1 box stuck on Welcome screen

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?

Responses

Rustyben

Expert

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24K Messages

6 m ago


@lauren1018 wrote:
Yes, gateway is online and so are the other 2 boxes. 

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. 

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lauren1018

Contributor

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49 Messages

6 m ago

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

Expert

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24K Messages

6 m ago


@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?

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

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lauren1018

Contributor

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49 Messages

6 m ago

Swapped the box to the other tv...still stuck in the Welcome. Bienvenido. Bienvenue screen.
Rustyben

Expert

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24K Messages

6 m ago


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

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

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lauren1018

Contributor

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49 Messages

6 m ago

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”.
lauren1018

Contributor

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49 Messages

6 m ago

Followed the box.
lauren1018

Contributor

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49 Messages

6 m ago

There is only one coax to connect the cable to. This is not the main box, it’s one of the smaller boxes.
Rustyben

Expert

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24K Messages

6 m ago


@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”.

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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Rustyben

Expert

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24K Messages

6 m ago


@lauren1018 wrote:
Followed the box.

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

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Rustyben

Expert

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24K Messages

6 m ago

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).

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lauren1018

Contributor

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49 Messages

6 m ago

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

New Poster

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2 Messages

6 m ago

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.

lauren1018

Contributor

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49 Messages

6 m ago


@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.


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

CCAndrew

Diamond Problem Solver

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25.9K Messages

5 m ago

At this point, I’d swap it out

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