CCGwen's profile

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235 Messages

Mon, Oct 6, 2014 2:00 PM

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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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billw001

Frequent Visitor

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18 Messages

5 y ago

Everything that Rustyben's Refresh will not! I read this forum and time and time again you see the same issues and the same result.

If a refresh or just unpluging X1 box will not fix the problum why not try this before a service call.

 

Example: Guy turns on TV and it's froozen. He calls support and his first words are "I unplugged the box and it is still not working". Take one guess what tech support will suggest first?

 

Anyway, good luck and remember that change is a good thing. My three steps should replace the first three steps your worldly "tech support" people are reading off the screen when a customer calls.

 

Billw

 

PS: I noticed a post about "can't turn off X1 box" and the reply was "It's always on 24/7. I will leave it alone because the X1 box can be turned off without unplugging it. I have to keep some of my tricks to myself:)

 

 

TerriB

Contributor

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3K Messages

5 y ago


@RobertWy wrote:

@billw001 wrote:

Everything that Rustyben's Refresh will not! I read this forum and time and time again you see the same issues and the same result.

If a refresh or just unpluging X1 box will not fix the problum why not try this before a service call.

 

Example: Guy turns on TV and it's froozen. He calls support and his first words are "I unplugged the box and it is still not working". Take one guess what tech support will suggest first?

 

Anyway, good luck and remember that change is a good thing. My three steps should replace the first three steps your worldly "tech support" people are reading off the screen when a customer calls.

 

Billw

 

PS: I noticed a post about "can't turn off X1 box" and the reply was "It's always on 24/7. I will leave it alone because the X1 box can be turned off without unplugging it. I have to keep some of my tricks to myself:)

 

 


As a last resort, there is a poweron/poweroff button on the X1 boxes.


There are many times when there is absolutely no way to turn off the box without unplugging it. It gets so locked up nothing else works. In my case I have to be a contortionist with a flashlight o get to the plug so obviously that is not my fave way to do it.

sparta1

Frequent Visitor

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13 Messages

5 y ago

As posted in the other thread I'm also having the freezing picture issue recently.  Unplugging is the only fix.  Would be great to have Comcast acknowledge the software issue and resolve as soon as possible.

Cody21

Regular Contributor

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158 Messages

5 y ago


@sparta1 wrote:

As posted in the other thread I'm also having the freezing picture issue recently.  Unplugging is the only fix.  Would be great to have Comcast acknowledge the software issue and resolve as soon as possible.


Happened to me AGAIN yesterday.

 

I *CAN* however click on the Xfinity button on the remote, Settings, HELP, Restart   ...takes about 4 mins to complete.

 

This "FREEZE" has been going on for about a Month for me. Surprising that COMCAST cant's get THIS bug figured out and provide a solution. This is very annoying.

Cody21

Regular Contributor

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158 Messages

5 y ago


@RickGr4 wrote:

No Cody, it's not a system issue. There are millions of X1 boxes in service. A small handful of people experiencing a similar issue does NOT constitute system wide issue. My X1 service works fine. None of my family, friends or customers are having issues.

As Rusty said, if it were a system issue MANY more people would be complaining.

I suspect the problem is poor connections outdoors created by cold weather. Funny but theses complaints started right about the same time it turned cold in Minnesota...

Cody, what is your proof that your X1 signal levels are fine? Please tell me it's not the signal meter in the X1 menu... That meter is useless.



@Cody21 wrote:

@Rustyben wrote:

@Cody21 wrote:

@sparta1 wrote:

As posted in the other thread I'm also having the freezing picture issue recently.  Unplugging is the only fix.  Would be great to have Comcast acknowledge the software issue and resolve as soon as possible.


Happened to me AGAIN yesterday.

 

I *CAN* however click on the Xfinity button on the remote, Settings, HELP, Restart   ...takes about 4 mins to complete.

 

This "FREEZE" has been going on for about a Month for me. Surprising that COMCAST cant's get THIS bug figured out and provide a solution. This is very annoying.


Cody, if it actually was a system-wide issue there would be hundreds of posts a day from different customers. Call 877-896-8678 and ask the phone representative to run diagnostics on your set top boxes and signal levels.


Sorry ... this issue IS system wide - several other links below for customers reporting this were shared earlier.  My BOX has Solid signals. Only 1 Box. No slices. The issue occurs about every 2-3 days. I'm not going to waste effort trying to explain this to Level 1 reps. Or for that matter have a COMCAST TECH come here to find no problem but waste 1/2 day of my time.

 

http://forums.xfinity.com/t5/X1/quot-Something-s-not-quite-right-quot-message/m-p/2844866#M120673

 

http://forums.xfinity.com/t5/X1/picture-freezing-a-couple-of-times-a-week/m-p/2844723#M120693


 


@ok, maybe not 11 million (whatever) people experiencing this. But I am not the only one, clearly. But it is NOT cold here like your area. (SF BAY AREA). The outside connections are Secured & Covered under the eves - don't even get rain moisture. COMCAST TECH installed it, showed me signals inside the house - ALL PERFECT. So I'm not here to Argue this with other Customers. I am here to tell COMCAST Employees that watch these threads about serious issues. Happy for you, but this IS a problem that started a month ago - read the thread(s). Previously rock solid. I have the latest X1 DVR BOX. Oh, and even @CCAndrew commented that this i a "LOST TUNER" error - I read that as a software error in the code.  The BOX itself is not frozen -- just the picture (sound/audio works); and the XFINITY screens work as I stated : I can actually restart the device from the SETTINGS.

Rustyben

Expert

 • 

24.1K Messages

5 y ago


@Cody21 wrote:

@sparta1 wrote:

As posted in the other thread I'm also having the freezing picture issue recently.  Unplugging is the only fix.  Would be great to have Comcast acknowledge the software issue and resolve as soon as possible.


Happened to me AGAIN yesterday.

 

I *CAN* however click on the Xfinity button on the remote, Settings, HELP, Restart   ...takes about 4 mins to complete.

 

This "FREEZE" has been going on for about a Month for me. Surprising that COMCAST cant's get THIS bug figured out and provide a solution. This is very annoying.


Cody, if it actually was a system-wide issue there would be hundreds of posts a day from different customers. Call 877-896-8678 and ask the phone representative to run diagnostics on your set top boxes and signal levels.

Cody21

Regular Contributor

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158 Messages

5 y ago


@Rustyben wrote:

@Cody21 wrote:

@sparta1 wrote:

As posted in the other thread I'm also having the freezing picture issue recently.  Unplugging is the only fix.  Would be great to have Comcast acknowledge the software issue and resolve as soon as possible.


Happened to me AGAIN yesterday.

 

I *CAN* however click on the Xfinity button on the remote, Settings, HELP, Restart   ...takes about 4 mins to complete.

 

This "FREEZE" has been going on for about a Month for me. Surprising that COMCAST cant's get THIS bug figured out and provide a solution. This is very annoying.


Cody, if it actually was a system-wide issue there would be hundreds of posts a day from different customers. Call 877-896-8678 and ask the phone representative to run diagnostics on your set top boxes and signal levels.


Sorry ... this issue IS system wide - several other links below for customers reporting this were shared earlier.  My BOX has Solid signals. Only 1 Box. No slices. The issue occurs about every 2-3 days. I'm not going to waste effort trying to explain this to Level 1 reps. Or for that matter have a COMCAST TECH come here to find no problem but waste 1/2 day of my time.

 

http://forums.xfinity.com/t5/X1/quot-Something-s-not-quite-right-quot-message/m-p/2844866#M120673

 

http://forums.xfinity.com/t5/X1/picture-freezing-a-couple-of-times-a-week/m-p/2844723#M120693

Regular Visitor

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4 Messages

5 y ago

To start, my x1 xid-c is connected to my LG 1080p flat panel tv via HDMI cable, a good quality cable, gold ends, that is in good known working condition. I have no issues with any other peripherals connected to my tv, xbox, ps4, chromecast, and laptop all function with no problems. My typical daily usage for my x1 box in the bedroom is none during the day. But in the nightime, ill watch tv and then fall asleep with the tv on. I have powersaving enabled so after 4 hours, the box will turn off or "standby" and then my tv will detect no signal which it will cause it to turn off after 10 minutes of seeing no signal.

For about a week straight I've been having an issue where my x1 box would seem dead when I go to use it the next evening. Black screen, no sound, functionality with remote or anything. So I disconnect the power to it then reconnect, and usually that will fix the issue.

Then the weekend before christmas, I go to turn on my tv, and I get a blue screen. No audio or activity when remote is used. Pressing power on the box will turn it off. Then I get same issue when turning it on. Never had that issue before. I try unplugging the power cable method, and I feel a brisk of success because I get the "powering up, this may take a few minutes" screen. Then after about a minute, blue screen.

I felt as if my box malfunctioned. So I swapped it to another xid-c from a living room. Same exact issue. And the xid-c from my bedroom works fine in the living room! I've tried numerous hdmi cables (every hdmi cable in my house for that matter) and still have the same issue only with my tv. How is it that my tv is having issues with these boxes all of a sudden? I know the input/port is ok because I've tried my other devices with that port. And the xid is putting out a signal because if it wasnt, my tv would show a "NO SIGNAL" splash screen, not a blue screen.

I hooked up the xid to a living room tv attempted to changer the video settings, and then reconnect it to my bedroom tv, no luck. I've done this back and forth with different settings as well, same thing. I've even tried hooking it up via coaxial (which seems to display/sound ok, just in SD which is tough to watch going from HD) and changing the settings. But no luck.

I was able to access a menu that I found on here via exit, down down, 2. And can see that my hdmi is disabled. Is there any way to change that on my own?

I know the x1 system updates it's boxes on its own so I've waited it out in hopes that it was just a bad update. I've been browsing this forum for about two weeks on my free time in hopes for a resolution, but no luck. I hope it wasn't a software update that put my tv out of x1's minimum requirements. And Ilwe've had bad luck with xfinity's phone tech support and tech visits, so I would like to avoid that and save it as a definite last resort if necessary.

Please help
Rustyben

Expert

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24.1K Messages

5 y ago


@JustinRivera wrote:
To start, my x1 xid-c is connected to my LG 1080p flat panel tv via HDMI cable, a good quality cable, gold ends, that is in good known working condition. I have no issues with any other peripherals connected to my tv, xbox, ps4, chromecast, and laptop all function with no problems. My typical daily usage for my x1 box in the bedroom is none during the day. But in the nightime, ill watch tv and then fall asleep with the tv on. I have powersaving enabled so after 4 hours, the box will turn off or "standby" and then my tv will detect no signal which it will cause it to turn off after 10 minutes of seeing no signal.

For about a week straight I've been having an issue where my x1 box would seem dead when I go to use it the next evening. Black screen, no sound, functionality with remote or anything. So I disconnect the power to it then reconnect, and usually that will fix the issue.

Then the weekend before christmas, I go to turn on my tv, and I get a blue screen. No audio or activity when remote is used. Pressing power on the box will turn it off. Then I get same issue when turning it on. Never had that issue before. I try unplugging the power cable method, and I feel a brisk of success because I get the "powering up, this may take a few minutes" screen. Then after about a minute, blue screen.

I felt as if my box malfunctioned. So I swapped it to another xid-c from a living room. Same exact issue. And the xid-c from my bedroom works fine in the living room! I've tried numerous hdmi cables (every hdmi cable in my house for that matter) and still have the same issue only with my tv. How is it that my tv is having issues with these boxes all of a sudden? I know the input/port is ok because I've tried my other devices with that port. And the xid is putting out a signal because if it wasnt, my tv would show a "NO SIGNAL" splash screen, not a blue screen.

I hooked up the xid to a living room tv attempted to changer the video settings, and then reconnect it to my bedroom tv, no luck. I've done this back and forth with different settings as well, same thing. I've even tried hooking it up via coaxial (which seems to display/sound ok, just in SD which is tough to watch going from HD) and changing the settings. But no luck.

I was able to access a menu that I found on here via exit, down down, 2. And can see that my hdmi is disabled. Is there any way to change that on my own?

I know the x1 system updates it's boxes on its own so I've waited it out in hopes that it was just a bad update. I've been browsing this forum for about two weeks on my free time in hopes for a resolution, but no luck. I hope it wasn't a software update that put my tv out of x1's minimum requirements. And Ilwe've had bad luck with xfinity's phone tech support and tech visits, so I would like to avoid that and save it as a definite last resort if necessary.

Please help

I'd suggest swapping two HDMI cables between boxes and see if the problem follows the cable. If problem doesn't 'move', temporarily swap (for example) the DVR and Chromecast HDMI ports and test both inputs to see if problem moves to the Chromecast device and DVR begins working. 

New Poster

 • 

1 Message

5 y ago

I was just told after a Level 3 elevated problem, that the capacity to view Live TV, access On Demand and all DVR functions is no longer available to XFinity X1 platform subscribers if you are trying to access from outside the US.  This function was available and functioning perfectly as recently as November 2016 when I was travelling for several weeks.  There is also apparently no subscription add-on one can purchase to gain this access.  The error message I receive when Itry to access is 102100.5 -Loading the specified resource has failed.    Has anyone else had this problem - and is it correct that Comcast appears to have terminated a service without notification to subscribers, or a replacement product/functionality?

Rustyben

Expert

 • 

24.1K Messages

5 y ago


@dutchman203 wrote:

I was just told after a Level 3 elevated problem, that the capacity to view Live TV, access On Demand and all DVR functions is no longer available to XFinity X1 platform subscribers if you are trying to access from outside the US.  This function was available and functioning perfectly as recently as November 2016 when I was travelling for several weeks.  There is also apparently no subscription add-on one can purchase to gain this access.  The error message I receive when Itry to access is 102100.5 -Loading the specified resource has failed.    Has anyone else had this problem - and is it correct that Comcast appears to have terminated a service without notification to subscribers, or a replacement product/functionality?


when you are in usa you can download up to 10 recordings that you can watch anywhere on that device.

geek46

Expert

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18K Messages

5 y ago

Post Removed from the forums because the inserted images contained a Private Email Address. Please repost your issue with the Email Address REMOVED. Forum Guidelines can be reviewed here: http://forums.xfinity.com/t5/Forum-Community/Forums-Policy-and-Guidelines/td-p/2618379
altlandf

Frequent Visitor

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10 Messages

5 y ago

What would cause this? I went from 804 to 808. The news was on 808 for about 4 minutes. I wanted to record something. I hit rewind. It said LIVE. I hit fast Forward again it said LIVE. The only way I fixed this was to hit pause. This corrected the X1 and I could rewind and fast foward as normal. Why does it seem like I am a beta tester? By the way I tell the X1 to delete shows I watch but it tells me that request is in process. So instead it erases programs I haven't watched yet.

Regular Visitor

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8 Messages

5 y ago

Seeing others Recently Watched, Recordings and Devices

Ever since I received X1 service a few months ago I have had the problems (on DVR and TV app) of "Ghost Recordings", seeing someone else's "Recently Watched", having items on my DVR mysteriously deleted, and being able to see other people's devices being tied to my account under "Manage Devices" in the app

I have called Customer Service numerous times. I have gotten another box. There was a Moca (POE) filter installed yesterday bc they thought that would stop it. I did the research and thought that too, but the problem still persists.

I've changed my login info twice and only I know the credentials. I am sick of this issue.
Rustyben

Expert

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24.1K Messages

5 y ago


@gatoreagle wrote:
Seeing others Recently Watched, Recordings and Devices

Ever since I received X1 service a few months ago I have had the problems (on DVR and TV app) of "Ghost Recordings", seeing someone else's "Recently Watched", having items on my DVR mysteriously deleted, and being able to see other people's devices being tied to my account under "Manage Devices" in the app

I have called Customer Service numerous times. I have gotten another box. There was a Moca (POE) filter installed yesterday bc they thought that would stop it. I did the research and thought that too, but the problem still persists.

I've changed my login info twice and only I know the credentials. I am sick of this issue.

on another recent thread on the forum a comcast employee said to call in and ask for a level 2 tech (877-896-8678) and ask the level 2 tech to use the x-ray tool to de-provision all your mobile devices. At that point with you having already changed the password, no one else can log in to your account.

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