Xfinity plant
Xfinity globe
Community Forum

Black Screen | Tried Troubleshooting

Regular Visitor

Black Screen | Tried Troubleshooting

I swapped out our X1 boxes when my TV kicked the bucket, and got the 4K DVR Main box, and the XI2 secondary box (Power light on top.) The 4K Main box works and has a live tv image, but the secondary box consistently goes to a black screen (not no signal, just black with no audio) after displaying the “Welcome, Powering Up” message. I have swapped the secondary box around 3 times as advised by customer support, though each one has the same issue. The TV is fine, (and I have tried changing both inputs and cables on the box), plus I was able to use each cable to play xbox. Each customer support rep tried rebooting the box and told me the signal strength shows great. My local xfinity store only has this model in stock (though support reps say they should have 19 XI3s in stock, with the vertical power light on the side) I just hope there is some easy solution because I have been making daily trips to the xfinity store and I would really like to figure this out.

Thanks for your time.
Expert

Re: Black Screen | Tried Troubleshooting

Could you get the XG2?  I have two and I have never had an issue with them.

https://www.xfinity.com/support/articles/x1-hub-vs-companion-box

Regular Visitor

Re: Black Screen | Tried Troubleshooting

I will try that today. I believe that is the box I had before the swap. Thanks!
Expert

Re: Black Screen | Tried Troubleshooting


@mikedaria wrote:
I swapped out our X1 boxes when my TV kicked the bucket, and got the 4K DVR Main box, and the XI2 secondary box (Power light on top.) The 4K Main box works and has a live tv image, but the secondary box consistently goes to a black screen (not no signal, just black with no audio) after displaying the “Welcome, Powering Up” message. I have swapped the secondary box around 3 times as advised by customer support, though each one has the same issue. The TV is fine, (and I have tried changing both inputs and cables on the box), plus I was able to use each cable to play xbox. Each customer support rep tried rebooting the box and told me the signal strength shows great. My local xfinity store only has this model in stock (though support reps say they should have 19 XI3s in stock, with the vertical power light on the side) I just hope there is some easy solution because I have been making daily trips to the xfinity store and I would really like to figure this out.

Thanks for your time.

the Xi2 and xi3 are both same price keep the xi2. the Xi2 has its own tuners and should play on any outlet that another set top box will work. have you moved the xi2 to the same location as the 4k DVR to see if it successfully boots up on that coax line?