X1 TV box guide unresponsive

We recently swapped out TV boxes with X1 4K boxes (AX014AN). The main box is unresponsive after powering on. The last channel is displayed, but the box will not respond to the remote button presses within a reasonable amount of time. If guide or info information appears, the time displayed is incorrect. When the time catches up to the correct time, the box functions correctly. This can take 5 to 50 minutes. Restarting or refreshing the box resolves the problem temporarily. We have swapped out several remotes and have swapped out the box once. The other two boxes do not exhibit the same symptoms. It appears that the box is busy performing some tasks such as downloading data. How do I get this problem resolved? Calls to tech support focus on connections and remote pairing. It seems to me there is a configuration problem.

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Responses

Accepted Solution

BIslander

Problem Solver

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501 Messages

2 years ago

Is HDMI-CEC turned on with your Xfinity box? I had a similar problem and fixed it by turning CEC off.

4

SteveKo

Visitor

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8 Messages

@BIslander Thanks for this suggestion. I turned off HDMI-CEC, and the symptoms have not appeared. However, doesn't this just avoid the situation that triggers the problem (powering down the X1 TV box) or is there a bug in the implementation of HDMI-CEC?

2 years ago

BIslander

Problem Solver

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501 Messages

Glad to hear turning CEC off fixed you up.

It's hard to say what's going on. My problem happened with one of two Denon AVRs. The Comcast box froze after switching back to the AVR Xfinity input on one receiver but not with the other one. Some people have the problem when turning a TV back on. It seems like there's some CEC communication that's getting misunderstood rather than an issue with the X1 going to sleep.

(edited)

2 years ago

0

CCShaina

Problem Solver

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393 Messages

@SteveKo I am so glad to hear that @BIslander 's suggestion seems to have prevented the issue from continuing for now. Since the HDMI-CEC feature is meant to place your TV Box in Standby mode when your TV is turned off, and automatically wake up your TV Box when the TV is turned on, could you clarify whether the issue is happening with the box itself being powered on, or when you power on/off the TV with HDMI-CEC active?

I no longer work for Comcast.

2 years ago

0

SteveKo

Visitor

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8 Messages

I thought it was happening when the box itself was being powered off since I assumed that the power button on the Xfinity XRA remote turned off both the TV and TV box since it was paired with both.

2 years ago

0

X1

SteveKo

X1 TV box guide unresponsive

BIslander

SteveKo

BIslander

CCShaina

SteveKo

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