CCGwen's profile

Contributor

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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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New Poster

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2 Messages

5 y ago

Ever since the very cold weather last week, we've been getting extended periods of "X1 Platform unavailable" messages ... usually (but not always) in the evening.

Furthermore when we try using the X1 platform through the Internet at those times, the X1 playback 'hangs' at random times for more than a couple of seconds.

At the same times, the Internet responses have been more inconsistent than usual (but not dropping out).

 

There have been no changes to the internal house wiring.

 

Would this be likely to be a sign of an issue with the signal coming into the house, or that perhaps the splitter is failing?  I haven't checked with neighbors yet to see if they have similar issues (there are no above-ground wires in the neighborhood).

CCAndrew

Gold Problem Solver

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25.9K Messages

5 y ago

Would this be likely to be a sign of an issue with the signal coming into the house, or that perhaps the splitter is failing? I haven't checked with neighbors yet to see if they have similar issues (there are no above-ground wires in the neighborhood).
___________
It doesn’t look like you’ve had a tech out for a long time. This may be time for a tech, your upstream signal levels are too high and out of spec. This would cause the issues that you described
tctc

Contributor

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528 Messages

5 y ago

Hi Andrew,

 

Is it possible for you to run some remote diagnostics on my levels?

I have never had much success with the performance of the platform, but the frequency of freezes and pixelization has increased significantly in the last month.

 

I've also lost the ability to rewind into the buffer on my non-DVR boxes the majority of the time.  Sometimes even getting a message that "this action is not supported" or something like that.

 

tctc

Contributor

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528 Messages

5 y ago


wrote:
Got a non-DVR X1 box a week ago and almost every afternoon when I turn my system on I get an error message that the TV can't find the source... I make sure it's tuned to the cable box then I get a screen that days the box isn't powered up but the remote won't turn it on so I have to unplug the box, wait a minute, plug it back in and after the powering up screens are done, it works fine for the rest of the night. .. this is getting annoying!

Pretty sure you have an energy saver setting on that is turning it off each night, you can change it in the settings to stay on continually.

New Poster

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2 Messages

5 y ago

Got a non-DVR X1 box a week ago and almost every afternoon when I turn my system on I get an error message that the TV can't find the source... I make sure it's tuned to the cable box then I get a screen that days the box isn't powered up but the remote won't turn it on so I have to unplug the box, wait a minute, plug it back in and after the powering up screens are done, it works fine for the rest of the night. .. this is getting annoying!
lightstorm22

Contributor

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194 Messages

5 y ago

Agree with tctc, sounds like you either have the power saver on, which I think is on by default, or under Labs you have HDMI Link enabled, which turns off the box when the TV is turned off (if TV supports CEC or many other things different manufacturers call it). I turn that on several of my companion boxes. It takes longer to resume, but I've never had to power cycle it,  sometimes just have to hit the Xfinity button a few times to wake it up.

tctc

Contributor

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528 Messages

5 y ago

Anyone know if there is an easy solution for this, a voice command perhaps?

 

I wanted to go to Last Watched to find program that had scrolled off to the left of the list, but scrolling past the left just takes you to the right.

My solution was to one at a time - last, D button, Clear Just this channel, over and over until the program I wanted to find showed up in the list.

 

If there is no easier way, it would be great if you could just keep scrolling left, since clearly they data is still there...

tctc

Contributor

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528 Messages

5 y ago

Anyone experience this bug?

 

Several times now I have gone to a recording I want to watch and there's no option to Watch. 

The only menu items listed are Options  Cancel  Remind  Other Times  More Info

 

After some experimentation I discovered that Sync DVR brings back the options to Watch  Delete   Cancel

 

It seems to be somehow related to the can't delete a recording bug, since recordings that had limited menu items don't delete properly later either.

Maybe that's a clue to debugging the delete issue...

TerriB

Contributor

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3.1K Messages

5 y ago


@tctc wrote:

Anyone experience this bug?

 

Several times now I have gone to a recording I want to watch and there's no option to Watch. 

The only menu items listed are Options  Cancel  Remind  Other Times  More Info

 

After some experimentation I discovered that Sync DVR brings back the options to Watch  Delete   Cancel

 

It seems to be somehow related to the can't delete a recording bug, since recordings that had limited menu items don't delete properly later either.

Maybe that's a clue to debugging the delete issue...


Maybe you have hit on something that may be related to the inability to delete a program. Its hard to believe they still have not figured out how to debug that function. Some days we can't delete anything and getting tired of syncing the dvr to get rid of them or having to wait overnight.

Rustyben

Expert

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24.4K Messages

5 y ago


@tctc wrote:

Anyone experience this bug?

 

Several times now I have gone to a recording I want to watch and there's no option to Watch. 

The only menu items listed are Options  Cancel  Remind  Other Times  More Info

 

After some experimentation I discovered that Sync DVR brings back the options to Watch  Delete   Cancel

 

It seems to be somehow related to the can't delete a recording bug, since recordings that had limited menu items don't delete properly later either.

Maybe that's a clue to debugging the delete issue...


when that happens hit up button to get rid of 'menu' and then press the play button on your remote.

BeowolfJones

Regular Contributor

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596 Messages

5 y ago

Yep, The old delete problem is still around. Blame the cloud. It's nebulous.

tctc

Contributor

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528 Messages

5 y ago


@adammusic22 wrote:
Really can’t believe they didn’t fix ghost recordings yet.

I keep thinking they aren't fixing things and are dropping capabilities because there is a pending X2 launch, or some similar good news.

I sometimes get an optimistic streak...

TerriB

Contributor

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3.1K Messages

5 y ago


@tctc wrote:

@adammusic22 wrote:
Really can’t believe they didn’t fix ghost recordings yet.

I keep thinking they aren't fixing things and are dropping capabilities because there is a pending X2 launch, or some similar good news.

I sometimes get an optimistic streak...


Put the Kool Aid down.....lol

TerriB

Contributor

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3.1K Messages

5 y ago


@BeowolfJones wrote:

Yep, The old delete problem is still around. Blame the cloud. It's nebulous.


I am going to assume your tongue is deeply planted in your cheek and  you know that I love your style but meanwhile......Back on terra firma I am terrified of height so keep my head out of the cloud and just want to see something  delete when I tell it to. Its incredulous that they have not fixed this uber annoying bug.

AAXXAA

Contributor

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758 Messages

5 y ago

Really can’t believe they didn’t fix ghost recordings yet.
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