No error code - stuck on "Connecting to your entertainment experience..."

[kiwi3]

As stated above, my cable box has been stuck on the screen "Welcome, Connection to your enterntainment experience" with the three dots for about an hour. Been through the whole unplug the power, check the cables, send a signal business and nothing has changed. Really don't want to wait a week for the tech to come out so any help is appreciated!

[Rustyben]

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@kiwi3 wrote:

As stated above, my cable box has been stuck on the screen "Welcome, Connection to your enterntainment experience" with the three dots for about an hour. Been through the whole unplug the power, check the cables, send a signal business and nothing has changed. Really don't want to wait a week for the tech to come out so any help is appreciated!

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is your modem working? do you have other outlets? if so can you temporarily swap set top boxes and see if the problem follows the box or stays at the outlet? do you have an amp? if so, is the amp's LED power on?

[kiwi3]

Modem is working - no other outlets or boxes (studio apartment), but the modem coax is connected to the same outlet and is fine. No amp.

[Rustyben]

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.

[ComcastChe]

Hey kiwi3, 

I can try to help with your equipment issues. Please send me a private message verifying your first and last name, and the full account number or phone number associated with your services.

To send a private message click on my name "ComcastChe", then click private message me.

[TheBeastlyJoker]

Hi having the same issue at the moment.

[WhosOnF1rst]

Same issue.  I have multiple outlets but only one really works for size and shape of living area.  On cable box number 2 because swapping to a new cable box was the first thing tech support suggested.

[RobertWy]

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@WhosOnF1rst wrote:

Same issue.  I have multiple outlets but only one really works for size and shape of living area.  On cable box number 2 because swapping to a new cable box was the first thing tech support suggested.

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What troubleshooting did you do?  Check all coax connections, pull power cord, check your My Account website.

[Agetz]

I am having this issue too. This has never happened before.

[RobertWy]

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@Agetz wrote:
I am having this issue too. This has never happened before.

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Did you try unplugging the X1 box and plugging it back in?

[FFG02]

Am experiencing this same issue for the first time as of today. Have full sound, can view Guide, can select and change channels, but no show/movie video is displayed. Simply get the grey "Welcome to the X1 Platform. Connecting to your entertainment experience ..." screen. Have turned off and rebooted modem.Have turned off and rebooted xfinity box. Only have the one outlet and one box so cannot swap anything.

I see a number of people have experienced this issue recently. Has anyone successfully overcome it at all?

Update: Seems the xfinity box needed 3 powering up reboots to actually complete the connecting sequence. Now I can continue with my 'entertainment experience'!

[phillyd]

I had the same problem. I just unplugged my system power and after reconnecting power the system rebooted correctly.

[runningmusician]

I am having the same issue

[kiwi3 · Accepted solution]

Turns out that the specific COAX outlet I was trying to use wasn't turned on in my apartment or something. Sorry, I don't know the technical terms, but once I was FINALLY able to schedule a technician to come out he was able to fix it pretty quickly. 

[OCCustomer81]

When you say the outlet wasn't turned on in your apartment what do you mean? That Comcast hadn't "turned it on" or that there's a panel in the building where a switch needs to be physically flipped to "on".

[ComcastAndrew]

It just means that the outlet itself didn’t have a live signal. Basically it wasn’t attached to anything, there’s no switch

[phoebs128]

When you finally got it to work, how long was it on the Welcome screen?

[Mcgnome]

Seems like someone marked this as solved, but I'm having the same issue. I can look at the guide and change the channel, even hear the channel. I cannot see it.

[RobertWy]

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@Mcgnome wrote:
Seems like someone marked this as solved, but I'm having the same issue. I can look at the guide and change the channel, even hear the channel. I cannot see it.

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Did you unplug the box and plug it back in?

[ComcastAndrew]

What box is it?

[chispasco]

I had this problem too. I turned off power to my Xfinity box and after a 10 minute or so reboot, it again said it was "connecting to your entertainment experience" and after another 5 minutes it finished and everything was fine. 

[tburden]

I had the same error code as above. I tried powering tv down 2x without success. I then called Comcast. I didn’t have to wait for customer Service. The automated system asked if I wanted them to reboot the system. I did and all is now good.!

[karensflowers]

Same with me

[RobertWy]

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@karensflowers wrote:
Same with me

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Did you reboot your system?

[jammbrady]

Thanks; this worked for me.  I called COMCAST, and you can request a reset all via the automated system. 

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@tburden wrote:
I had the same error code as above. I tried powering tv down 2x without success. I then called Comcast. I didn’t have to wait for customer Service. The automated system asked if I wanted them to reboot the system. I did and all is now good.!

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[GeneToot]

The system was working last night and this am. Now not

[RobertWy]

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@GeneToot wrote:

The system was working last night and this am. Now not

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Reconnect all connections to the box and unplug it and plug it back in.

[Cigarmac]

I unplugged and replugged and it rebooted and is now working.

[Ruby123]

We experienced the SAME problem today and, after reading all of the comments, I clicked on the little triangle A on the remote, that brought up the first choice of "Restart" - I clicked on that and after only a couple of minutes the regular screen came back (I had QVC chosen). 

What an EASY resolve of this matter but, no where, did I see this solution!  Everyone might want to give this a try...didn't have to unplug anything, etc.

Good Luck!

[Bear12341]

Thank you!! Same issue here and I also used the “A” help button on remote and chose restart and it fixed it all! No unplugging!

[Cheeku]

This worked. Press A on the remote and click restart. Wait for 3-4 minutes and it will come back on.

[ken35806]

Same symptom with a TV on the companion box.  I have rebooted.  I have replaced cables.  I have swapped boxes.  No joy.  Haaaalp!

[whalehellothere]

Did you tap the triangle A and select ‘Restart’ like the other user suggested? It just worked for me. Thanks!

[ComcastChe]

Hi @ken35806,

I just wanted to follow up to see if you're still having issues when your box is attempting to connect to live TV. If so, can you please follow the steps provided by @whalehellothere and let us know if this helps you too? 

[Shularino]

I cut TV off and next Day it works??

Need help to get it fixed

[branfachris]

Thank you Ruby123! This solved our problem in about 5 minutes or less! 

[ComcastKenF]

Hi All, if anyone is having issue with the X1 box starting up past this screen, please let me know in private message so I can take a look. 

Ken