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CCGwen
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Valued Contributor

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235 Messages

Mon, Oct 6, 2014 2:00 PM

X1 Technical Issues

Welcome to the new "X1 Technical Issues" thread. We ask that you post all of your X1 related technical issues (Audio, Set Top Box, etc.) here. 

 

Below, you will find links to X1 Help articles that may assist you in resolving your technical issue:

 

Xfinity TV: Basic Troubleshooting

Find and Troubleshoot Error Codes

 

Thank you in advance for posting!

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Responses

enroberts

Valued Contributor

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414 Messages

6 y ago


@cstreit wrote:

Solved once in this thread:  http://forums.comcast.com/t5/X1/Pace-ABL-v1-17/m-p/2415223#M47763

 

I have this problem again just a week later....


We are looking into your ABL issue for you right now.

cstreit

Frequent Visitor

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18 Messages

6 y ago

THank you Neal,

 

My case # is CR416140244

cstreit

Frequent Visitor

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18 Messages

6 y ago

The box is continually restarting now....

New Poster

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1 Message

6 y ago

Every channel I go to a box pops up that says "there was a problem tuning to this channel. Please tune to another channel and then back to this one" so I do that and it still says the same thing. That box pops up for every channel I click on. I've tried restarting my system, unplugging it and plugging back in. Nothing is working!
Rustyben

Expert

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24K Messages

6 y ago


@jel1219 wrote:
Every channel I go to a box pops up that says "there was a problem tuning to this channel. Please tune to another channel and then back to this one" so I do that and it still says the same thing. That box pops up for every channel I click on. I've tried restarting my system, unplugging it and plugging back in. Nothing is working!

If you have a smartphone, try changing the channel with the xfinity X1 remote app. Call the dedicatged support number at 877-896-8678.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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cstreit

Frequent Visitor

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18 Messages

6 y ago

It was displayed all day on 12/2 when I called.

 

On 12/3 when I went to check it, it was cycling on an off with the XFinity logo being displayed and the "rebooting".  It has been doing that consistently for 24 hours.  No ABL screen now as it cannot get that far.  Not booting at all.

enroberts

Valued Contributor

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414 Messages

6 y ago

What is the status of this box now?  Did you actually see the ABL Mode screen yesterday?  We are having an issue connecting to the box right now.
@cstreit wrote:

The box is continually restarting now...


cstreit

Frequent Visitor

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18 Messages

6 y ago

Neal, yes.  Soonest available.  I'll watch my PM's

enroberts

Valued Contributor

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414 Messages

6 y ago

Sorry Rustyben, this is not a factory or warehouse reset procedure.  A user can however press and hold the front power button for ~10 seconds and after letting go the box will reboot.  As for this particular box, RF levels are slightly out of spec but not to cause issues like this.  My recommendation is to have this box replaced.  I'd like to help with this as I'd like to get this box in my hands at the lab for testing to understand what happened.  cstreit, are you interested in me helping schedule a visit for that box to be swapped?  I can work with you via PM if you'd like.  Thanks, Neal

Rustyben

Expert

 • 

24K Messages

6 y ago


@cstreit wrote:

It was displayed all day on 12/2 when I called.

 

On 12/3 when I went to check it, it was cycling on an off with the XFinity logo being displayed and the "rebooting".  It has been doing that consistently for 24 hours.  No ABL screen now as it cannot get that far.  Not booting at all.


if you are willing to try an experiment, unplug and then press and hold power button for 60 seconds. after that keep button pressed and plug back in and see if it initializes. release button if nothing happens or on first 'screen' with text

 

Just a guess on factory initialization routine.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
cstreit

Frequent Visitor

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18 Messages

6 y ago

FYI My ABL screen came back after about 6 hours of the unit rebooting itself.

cstreit

Frequent Visitor

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18 Messages

6 y ago

Yes.  All status' are at "ok" or "done" except for "Sending Registration"

enroberts

Valued Contributor

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414 Messages

6 y ago

It's in ABL now?

New Poster

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1 Message

6 y ago

Why do I have to consyantly restart my HD boxs as well as my DVR inorder for the system to work properly.

cstreit

Frequent Visitor

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18 Messages

6 y ago

No it's the main DVR box.  The sattelite boxes work fine (albeit not being able to communicate to the main DVR box)

 

 

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