X1 Platform Update Download Status: Image too big

My main TV Box has the three front leds rotating in a blinking patten and the message on the TV is X1 Platform Update, third line is Download Status: Image too big.

I tried going through the support menu, but the system is designed to route you through simple solutions and does not seem to offer any help beyond repeating the same steps and offering to remotely reset my TV Box. After that, it states that it is fixed and does not offer any ability to dispute that claim.

I do not see any way to actually put in a trouble ticket, so I am resorting to using a forum.

Responses

CCJimmy

Problem Solver

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492 Messages

3 years ago

Hello @user_b48049, thanks for reaching out to us. We will be happy to assist you with your cable box issue. When you reset your box, does the same message appear every time?

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user_073d59

Visitor

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1 Message

@XfinityJimmy can you please provide a link or info on how to "reset" the box? This is not obvious.

3 years ago

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XfinityDilary

Official Employee

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2.2K Messages

That is a great question, user_073d59. You can reboot the TV box manually by unplugging it from the power supply for 10-15 seconds and plugging it back in. Or you can also use our Xfinity My Account App. Here is a link for additional steps on how to reset your TV box. Let me know if this helps.

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3 years ago

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user_68fffb

Visitor

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1 Message

3 years ago

We got a new box from the local Xfinity store yesterday morning. Hooked it up, it booted, and we watched for almost an hour.

4 hours later I saw the front panel showing "boot", turned on the TV and had no HDMI output from the box.

I cycled power to reset the box.

It came up and began attempting an "X1 Platform Update" which promptly failed with an error message stating "Image too big".

It repeats this attempted update and always gets the same result.

Resetting the box by cycling power to it does not change the symptoms.

Sending a refresh to the box from the Xfinity website does not change the symptoms.

I really hope the Support people have a better answer than "check your wire connections", "reset the box", or "bring it in for an exchange".

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XfinityEva

Official Employee

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1.7K Messages

Hey @user_68fffb thanks for visiting our Community forums for help with your new box. Have you tried changing the HDMI cable for a different one?

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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user_adb6e8

Visitor

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1 Message

I’m getting same exact issue with new replacement box.

3 years ago

0

X1

user_b48049

X1 Platform Update Download Status: Image too big

CCJimmy

user_073d59

XfinityDilary

user_68fffb

XfinityEva

user_adb6e8

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