Info Menu Freezes

What model of box do you have? It sounds like you have one of the older ones, the newer ones have a blue light, and on some a white or greenish brown. Could be your box is showing its age.
It could also be as you said a firmware bug. Could also be any number of issues, sorry that Im not very helpful here.

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@mattmusko wrote:

When I scroll through the Info Menu screens while watching something on X1 it often freezes. The menu items will not load correctly but I can still hear the audio of whatever I'm watching in the background. The X1 box will do some sort of "soft reset" within 1-3 minutes or so. It always takes me back to the latest live channel I was previously tuned into. If I click the "Last" button I'm brought back to the On Demand content I was previously watching near the place in time for which the freeze occurred. During the 1-3 minutes that it takes to reset I can click on any button on the remote but it is completely unresponsive...as in no green LED light when I mash buttons etc. I've yet to identify any sort of pattern that triggers this issue unfortunately. Right now the "About Xfinity TV" screen shows:

 

Receiver: Native Version 4.0.0

XRE Protocol Version: 2.8.0

Release Version: 119.0.0

 

I can provide more from that screen if Comcast deems it necessary. It happens to me 2-3 times per day if I'm navigating menus while watching On-Demand content. It's been an issue for 9-12 months at least.

 

Suggestions/comments?

 

Does anyone else here experience the same thing? If so, is there a fix? 

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use voice command 'about' and reply with the rest of the line to right of "STB version".

As requested above:

STB Version: AX013AN_4.0p20s1_PROD_sey

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@mattmusko wrote:

As requested above:

 

STB Version: AX013AN_4.0p20s1_PROD_sey

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that is the latest non-4k DVR (xg1 v3). that rules out in-home MoCA issues. you will need a tech visit (might be limited to just the outside entry point to your residence). I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

Hello mattmusko, thank you for taking the time out of your busy day to create a post. I'd be happy to get a tech scheduled to come out to repair this issue for you, to get the ball rolling could you please send me a private message with your full name and street address by clicking on my name (ComcastAmir) and then click "Send a message"?

Hi mattmusko, unfortunately I don't see a response from you here so I will need to close this thread as completed. If you need further assistance please create another post and someone from our team will be able to assist you further. Have a good day 🙂