TV screen stuck on Welcome connecting to your entertainment experience

[JennyB3]

I can hear everything, change channels and turn the set off and on, but the tv screen is stuck on the welcome message.  Other tv's in the house are working fine.  How do I fix this?

[Rustyben · Accepted solution]

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@JennyB3 wrote:

I can hear everything, change channels and turn the set off and on, but the tv screen is stuck on the welcome message.  Other tv's in the house are working fine.  How do I fix this?

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unplug the cable box and the TV for 30+ seconds. plug in the cable box first and after 3 minutes plug in the TV.

You can also reset your Xfinity television boxes via My Account and the Xfinity My Account (see below).

working now?

Restart from My Account Online

1. Log in to My Account.
2. Scroll down and select Manage TV. You may also select this option from the Services tab, or you may select the specific TV Box you wish to restart from the Devices tab.
    
3. Select the Troubleshoot button.
    
4. Review the common solutions to make sure these issues aren’t affecting your service, and press Continue.
5. You will be presented with two options:
   • System Refresh: Fixes most common issues including missing channels and problems with On Demand and DVR. This will restart all of the boxes inside your home and can take up to 10 minutes.
   • Restart Device: This will allow you to select one TV Box to restart. This fixes audio issues with slow performance, and it takes up to 5 minutes to complete. If you select Device Restart, you will be taken to the TV Box selection screen. From there, choose the box you’d like to restart, and then select Restart Device.
6. Select your preferred method and press Start Troubleshooting.
   
   Note: Do not unplug or turn off any of your TV boxes during the System Refresh or Device Restart. Your TV and recordings will be unavailable until the Refresh or Restart is complete.

Restart from the Xfinity My Account App

1. Open the Xfinity My Account app (available for iOS and Android.)
2. Scroll down and select the TV tile.
3. Select Troubleshoot.
    
4. You will be presented with two options:
   • System Refresh: The System Refresh fixes most common issues by restarting all of the boxes inside your home. This can take up to 10 minutes.
   • Restart Device: This will allow you to select one TV Box to restart. This can take up to 5 minutes to complete.
5. Select your preferred method and press Start Troubleshooting. Do not unplug or turn off any of your TV boxes during the System Refresh or Device Restart.

Additional information about resetting your television can be found here: https://www.xfinity.com/support/articles/x1-reboot-my-set-top-box

[Louisedagostino]

Thank you very much it’s working fine now 👍

[ComcastAmir]

Hello Louisedagostino, thank you for creating a post and sharing your resolution with us here. I am glad that the information (Rustyben) provided fixed your issue, feel free to reach back out to us here if you need anything else. Have a good day. 

[molly21]

Last night my tv screen said there was a problem and to check connections. I did that and now it is stuck on the welcome screen! I have done the troubleshooting twice...no luck. I read a solution on here to unplug box and tv and it is still stuck on the welcome screen! This is not the main tv but a 2nd one. Please help

[CCAndrew]

Try resetting both, you may have to swap the second one

[rahughes1]

I am having the same problem. I notice that the AX014ANC appears to be in a reboot loop that takes a couple of minutes. The welcome screen comes up and after a few minutes goes dark, and the process starts again

[Rustyben]

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@rahughes1 wrote:

I am having the same problem. I notice that the AX014ANC appears to be in a reboot loop that takes a couple of minutes. The welcome screen comes up and after a few minutes goes dark, and the process starts again

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sounds like the outlet you are using is not live. did it ever work? was the set top box just moved (perhaps coax on wrong port on the set top box)? is there an amp that may have lost power?

[Saboth]

I'm having a similar problem. We just upgraded to an X1 from a basic box. When I got up this morning, the cable stream was nothing but a blue screen. So I rebooted the box. Then I get to the "welcome" screen for a few minutes, then it goes to a blue screen for a split second then the box shuts itself off and won't turn back on unless I unplug its power cable. Then it does the same thing all over again.

[rahughes1]

The problem in my case was fixed by completely disconnecting the X1 DVR (cable, hdmi and power). I also disconnected the power on all my other Comcast TV boxes. I waited 5 minutes, connected the hdmi, then power to the X1 DVR. When the “Welcome” screen appeared, I connected the cable. It finished booting correctly and everything was working. I then repowered each of the other Comcast TV boxes and they worked.

[Saboth]

Thanks. Maybe I'll give that a try. After so many months (years) problems with signals, HDMI, HDCP with comcast boxes, I'm about ready to just use the app. Now I managed to get past the "welcome" screen, but I have just a permanent blue screen that remains no matter what I do. I bought brand new "high speed" cables months ago, and just now bought more expensive "high speed" cables, and still problems persist.

[lesmikesell]

If it is a 4k box, try hitting exit exit exit 720 on the remote to see if switching resolution makes it work.  Once you can see what you are doing you can go to the device settings to try other resolutions.  Some TVs require some setup or using certain hdmi ports to accept the best resolution.

[Saboth]

Thanks. I couldn't get that to work. I actually ended up with just a permenent blue screen from the comcast box through HDMI, even after buying brand new "high speed cables" (the second time I've done this). In the end, I just ran the cable through coax for an inferior picture. Just seems to be some kind of incompatability between Roku, the Samsung TV and running cable through coax. I believe the problem is actually either how the TV handles the signal or the roku. It just doesn't seem to like having an "always on" cable box hooked up through HDMI or else I start getting "HDCP 2.2" errors on the roku each morning after shutting down the TV.

[CCAndrew]

Do you have anything else attached to the tv that might cause the error? In the past I’ve seen the hdcp error pop up because of that

[lesmikesell]

You could probably get an HDMI switch to select between the roku and X1 box on the same TV port.  Or, for the most part you can use the apps on the X1 instead of the roku.

[Saboth]

I've unhooked everything except for the roku and cable box. After I ran through the coax, I left the HDMI cable from the cable box to the TV hooked up, thinking by using just the coax through "TV" input selector had fixed it, but even when not using it, just having the HDMI hooked up from the TV to the cable box caused the Roku to start with the "HDCP 2.2" errors the next morning, so I just unplugged the cable so that I have only the Roku going through HDMI, and the cable is coax. I have a PS3 that I use sometimes, and it has no problems being hooked up to the same HDMI roku is hooked up through, now. (Meaning no HDCP errors with PS3 and Roku hooked up to the same ports).

[Zoso74]

Hello. I woke up this morning and my screen is stuck on “welcome Connecting to your entertainment experience” there are 3 dots below that and only the middle one is white, there aren’t going one at a time like it’s trying to connect.

I follows instructions on another post and unplugged box and tv for a few minutes, plugged box back in, waited 3 minutes, plugged in tv and tried again. Same issue. Any help would be awesome. Thanks.

[RobertWy]

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@Zoso74 wrote:
Hello. I woke up this morning and my screen is stuck on “welcome Connecting to your entertainment experience” there are 3 dots below that and only the middle one is white, there aren’t going one at a time like it’s trying to connect.

I follows instructions on another post and unplugged box and tv for a few minutes, plugged box back in, waited 3 minutes, plugged in tv and tried again. Same issue. Any help would be awesome. Thanks.

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Check your outage map.

https://www.xfinity.com/support/status-map/

Also check all connections, HDMI power  coax etc.

[Zoso74]

Thanks for the response. I checked outages and nothing in my area. I check all cables as well. The tv upstairs is working fine, I just checked. Hmmmm. Thanks.

[RobertWy]

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@Zoso74 wrote:
Thanks for the response. I checked outages and nothing in my area. I check all cables as well. The tv upstairs is working fine, I just checked. Hmmmm. Thanks.

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Sometimes reseating the coax helps; did you try that?

[Zoso74]

So I should unscrew and re tighten the cable that comes out of my floor, which is the cable line, and re tighten it? That line comes out of the floor and into a small silver unit and then two lines come out out that, I believe one goes to the cable box and the other to the router. So uncrew and tighten the one that comes out of the floor?

[RobertWy]

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@Zoso74 wrote:
So I should unscrew and re tighten the cable that comes out of my floor, which is the cable line, and re tighten it? That line comes out of the floor and into a small silver unit and then two lines come out out that, I believe one goes to the cable box and the other to the router. So uncrew and tighten the one that comes out of the floor?

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I am referring to the coax that connects to the X1 box; in my case one end is attached to a wallplage and the other end is connected to the X1 coax connection.

I found that my wall connection wasn't completely seated.

[Zoso74]

Thanks again. I tried all coax connections. They are all so tight I can’t even loosen them or retighten. So hopefully that’s not the issue.

[RobertWy]

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@Zoso74 wrote:
Thanks again. I tried all coax connections. They are all so tight I can’t even loosen them or retighten. So hopefully that’s not the issue.

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Shot in the dark:

unplug the X1 box and leave it unplugged for at least 15 minutes and then plug it back in.

[Zoso74]

YESSSS!!!!! That worked!!!! Thank you so so much for your time and assistance. Really appreciated.