Contributor
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235 Messages
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!
JustinRivera
Regular Visitor
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4 Messages
7 years ago
My apologies, I thought I replied but I guess I forgot to hit the post button. I tried your advice and still have no luck with a solution. Same situation as my original concern.
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Rustyben
Expert
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24.6K Messages
7 years ago
swapping set top boxes temporarily in the home to test or swapping out the set top box at comcast would be the next tests I would try.
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JustinRivera
Regular Visitor
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4 Messages
7 years ago
I've tried that as I stated in my original post. What's weird is that my set top box with the issue will work fine in another tv in the house. I try the known good box with my tv, and it still has no HDMI. For some reason the issue only sticks to my tv. But I have no issues using other HDMI devices on that tv, on that port. I've tried putting my set top box on all my ports, different cables, and it still doesn't work.
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annhulsman4725
New Poster
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1 Message
7 years ago
I have had nothing but problems with the x1 platform, picture will freeze, or it will stick on one channel and won't let you change the channel. I get error messages so many times a day, I'm so sick of calling tech help, they never help!!! I'm once more waiting for tech help to show up between 10 and 12. This is the absolute worst service ever!!! I want to get rid of their service but they will charge me to disconnect. As soon as I can I will change to another cable provider. Never again will I use xfinity1
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Rustyben
Expert
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24.6K Messages
7 years ago
hi, another customer here. What have you tried to get your bad signal fixed? You might want to call 877-896-8678 and ask the representative to run diagnostics on your signal levels for your set top boxes.
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mobax
New Poster
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4 Messages
7 years ago
I recently upgraded to X1 service and Xfinity sent me boxes to replace the boxes on my five screens. I tried to activate X1 box on my main screen and it would not power up. Called Xfinity and after about one hour working with rep on phone, no results. Called Xfinity to report this and was asked to reinstall X1 box. I did and box would not power up. Rep said she would send me another box. I tried to activate the replacement box and it would not power up. Another hour with Xfinity rep and no results. I did an online search regarding the X1 service and results show much trouble with the X1 boxes. Tomorrow all six boxes that were sent to me are going back. Not worth the hassle. I should say that I have constant issues with Xfinity service and have had numerous visits from techs. It once took months to resolve an internet conectivity issue. Line to my house was replaced three times. Finally, a tech came out and noticed that my line was plugged into a defective port. Currently, I need to reboot my modem several times a week because of internet connection issues. I have had techs visit with no results. Of course, Xfinity wants to bill for these useless tech calls. If there was a viable alternative to Xfinity in my area, I would change in a minute.
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Skydave13
Regular Visitor
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2 Messages
7 years ago
I have had Xfinity X1 service for about 6 months and am very happy with the service provided and the price. Within the last couple of months my X1 receiver keeps freezing at least once every other day. The picture freezes and I can change channels the audio will change to the new channel but the video picture stays the same, frozen. I have to do a refresh which takes about 10 minutes to get it to work again. I have not called support yet but if it gets any worse I will. Anything I should be doing? Any tips would be appreciated.
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Rustyben
Expert
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24.6K Messages
7 years ago
you are describing what happens when a DHCP (HD security system) has a failed handshake causing the sending device to turn off the video. Try swapping the ends of your HDMI cable (will change the cable stress and will scrape the connectors as the plugs are reversed. You could swap an HDMI cable from another device in the same way.
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AAXXAA
Contributor
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768 Messages
7 years ago
Anyone else?
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Rustyben
Expert
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24.6K Messages
7 years ago
when your box reboots the ghost listings will disappear. To update immediately, press the xfinity button on the remote >> device settings >> sync DVR (now). Problem has never been fixed as far as I know.
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lightstorm22
Contributor
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201 Messages
7 years ago
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TerriB
Contributor
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3.1K Messages
7 years ago
Oh yes...the problem never went away and is worse than ever. We should not have to use 'sync dvr' or reboot to force deletions. Nothing seems to have been done to fix this.
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Brian_D
Regular Visitor
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2 Messages
7 years ago
Same problem here...frozen video, but audio continues on...no channel change possible. Box still responds to "Settings"/"Help"/"Restart". Happens about once a week to our DVR (AX013ANM), and occasionally to our extra room small boxes (CXD01ANI), but I think technically that the DVR/main box feeds("IP tuner?") the extra room boxes anyway. A recent install (2.5 months ago), so signal should still be OK. Also, do the "system restarts" that happen every night about 3am really deliver fixes/updates or is it mostly a "preventative maintence" reboot? Is there a listing of current software versions for the various Comcast boxes to see if mine is up to date? Thanks.
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Rustyben
Expert
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24.6K Messages
7 years ago
what you are experiencing appears to be an HDMI security issue with HDCP handshake error. To clear the error, unplug and replug the HDMI cable connectors or better swap ends on the cable (be sure to connect to the same HDMI port on the DVR). Typically it is a momentarily bad connection that happens for just a moment.
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Cody21
Regular Contributor
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158 Messages
7 years ago
Yep. This issue started for a 'bunch' of us about the beginning of December. (Do a search for "Frozen Screen" or "Frozen Video"). Same exact issue as you. Some of the people here continue to suggest that it's our Hardware (e.g., HDMI, etc.) or the SIGNAL getting lost, requiring a Service call. I stand by my own experience that all of my HARDWARE & SIGNAL is rock solid. (I have NOT had the issue for over a week during some very very HEAVY Rain storms, but just a couple of days ago, SUNNY day, picture froze, Restarted.) I truly believe this is a Software error that for some reason more than just a few of us are affected by. Too coincidental, IMHO.
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