HEOS

Hi, @user_a8qc7n! Thank you for creating a post with this connectivity concern. It is frustrating when a previously stable device like HEOS suddenly stops connecting, especially when everything else on your Xfinity network is working fine. The most likely reason for this "sudden" disconnect is a firmware update or a network setting change on your Xfinity Gateway that HEOS doesn't play well with. Our Gateways often use "Band Steering" (merging 2.4GHz and 5GHz into one name), which frequently causes HEOS devices to lose their handshake with the router.

Here is a breakdown of why this happens and how to fix it:

1. The "Single SSID" Conflict (Band Steering)
Our Gateways often push devices toward the 5GHz band for speed. However, many HEOS modules (especially in older Denon receivers) are more stable on the 2.4GHz band. If your router recently updated and "forced" the Denon to switch bands, the connection can drop.

- The Fix: Log into your Xfinity app or Gateway admin tool (10.0.0.1). Temporarily disable the 5GHz band, connect your HEOS device to the 2.4GHz band, and then re-enable 5GHz. This often "pins" the HEOS device to the correct frequency.

2. IP Address Conflict
If your Xfinity router rebooted recently, it may have assigned your Denon's old IP address to a different device (like a phone or tablet). HEOS is notorious for "hanging onto" old network info.

- The Fix: Perform a Network Reset on your Denon device. This is different from a factory reset - it only clears the network cache. Check your specific model’s manual, but it usually involves holding a specific button combination (like CH + and CH - on the front panel) while powering on.

3. Recent HEOS App Update
Denon recently pushed major updates to the HEOS platform. If your app updated, but your receiver didn't (or vice versa), they may stop communicating.

- The Fix: Connect your Denon receiver directly to the Xfinity Gateway via an Ethernet cable temporarily. This bypasses Wi-Fi issues and allows the device to "see" the internet and download any pending firmware updates. Once updated, you can usually unplug the cable and go back to Wi-Fi.

Recommended Troubleshooting Steps
If the above explanations don't resolve it immediately, try these steps in order:

1. Power Cycle Everything: Unplug both the Xfinity Gateway and the Denon for 60 seconds. Plug the router in first, wait for it to fully boot, then plug in the Denon.
2 Check for "Reserved IP": In the Xfinity App, find your Denon device and set it to a Reserved/Static IP. This prevents future disconnects during router reboots.
3 Forget and Re-add: In the HEOS App, "forget" the device and run the "Add Device" setup from scratch.

And please let us know what works!

Concern moved here to the Home Networking help section.