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Getting "main tv box is offline" even though box is working

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Getting "main tv box is offline" even though box is working

I upgraded to an XG1v4-A cable box a few days ago and, thus far, have been quite happy with the new box. I've been tweaking it and have run into an issue that is more a confusion than a true operational problem. I was using the Xfinity app on my iPhone and iPad to try to get the box recognized but the device name would not show up on the TV screen. I went into the troubleshooting section of the app and when it scanned my system, it came back with the error message "A System Refresh is currently unavailable because your main TV box is offline." However, my box is working fine and all of my X1 features are available and working fine. I've sent my previous box back to Comcast and they received it today. It still shows up among the devices in my account and, based on previous experience, I suspect it will be a week or so before that box is removed from my account. Could the presence of that box be the reason why the new box is considered offline? Any information or troubleshooting tips would be appreciated. This is not a major issue since the box is working fine, but it is curious. 

Diamond Problem Solver

Re: Getting "main tv box is offline" even though box is working

It can take a little while for all systems to be co-ordinated and caught up

I am a Retired Official Comcast Employee
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Contributor

Re: Getting "main tv box is offline" even though box is working

So I just need to be patient. Thanks! Smiley Wink

Diamond Problem Solver

Re: Getting "main tv box is offline" even though box is working

Yeah, especially since you sent it in

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Contributor

Re: Getting "main tv box is offline" even though box is working

I followed your advice and have tried to be patient, now for approximately 2 weeks. I got a message from Comcast that the old box was returned successfully. Things have stabilized in that I now have only two boxes listed in my account and the names of the boxes align - that is, the same name shows up in Device Settings on each box and in the iOS apps. However, I am still unable to set up the new 4k box in iOS. When I click "Send Name to Device" nothing happens and when I try to troubleshoot, I still get the message that the main box is offline. Any other thoughts or suggestions?