TV won't rewind, pause, etc..

[jmack02465]

For the past few days all of my set top boxes display a message stating "this set top box doesn't support it" when trying to pause, rewind, etc... With live TV. If I reboot the set top box the functionality returns temporarily. Is there a permanent fix for this or are my X1 boxes defective?

[Leatherwood]

I just noticed the same thing today. What's changing that I'm unaware of, or is something bigger broken.

[Rustyben]

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@Leatherwood wrote:
I just noticed the same thing today. What's changing that I'm unaware of, or is something bigger broken.

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did you try unplugging the set top box for 20 seconds or so then plug back in? what ist he model number of the set top box?

[jmack02465]

The model is Samsung SX022ANM. Yes we have tried unplugging and then plugging back in. This resolved the issue temporarily but then it comes back and the features don't work.

[Rustyben]

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@jmack02465 wrote:
The model is Samsung SX022ANM. Yes we have tried unplugging and then plugging back in. This resolved the issue temporarily but then it comes back and the features don't work.

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that is an xg2 companion with its own tuners and it does have the rewind capability (just tested on mine). swap it out for another xg2 (only) at your local Xfinity store.

[Leatherwood]

I have model #PX022ANM, and it happened to me, but after restarting the box, it seemed to fix it.  It was just weird that I experienced the same thing, and had never seen that error before.

[Phaedra7]

Just happened to me tonight. Couldn't pause live TV. Worked yesterday. Went into settings and did the "Check your cable box strength". After that 'pause' worked again. Strange.

[LoveZCatZ]

My box was stuck in a loop after an update and I just exchanged it, along with the remote which was not reacting in a timely fashion, last week.  Rewind or pause was working fine until today and even after a off/on and a restart I still get message 'this set top doesn't support it' if I click to go back or pause.  I'll fool with it tomorrow I guess, or just take this worthless box back Monday and tell them to give me one that works!  

[LoveZCatZ]

Message for either pause or an attempt to rewind says 'set top doesn't support it' for me.  Did the magic fix by off/on and nothing changed and restart didn't help either.  Sooo frustrating!

[jmack02465]

I still have the issue. I need to restart the box and then it works for a day or so and starts doing it again.

[RobertWy]

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@jmack02465 wrote:
I still have the issue. I need to restart the box and then it works for a day or so and starts doing it again.

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One possibility is that it needs to be replaced.  I have taken mine to my nearest Xfinity Store and given them just the box and they have given me a whole new one with cables and remote.

Don't use the old power brick; it might be the cause of your issue.

[cswoods2]

I'm having the same issue today.  Yesterday I was also unable to get MSNBC, saying my contract doesn't support it.  What the heck is going on with Verizon???

[Rustyben]

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@cswoods2 wrote:

I'm having the same issue today.  Yesterday I was also unable to get MSNBC, saying my contract doesn't support it.  What the heck is going on with Verizon???

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did you try a reboot of the set top box? (power unplug/restart)

[L1ngus]

THIS CONTINUES TO OCCUR ON ALL THE SATELLITE BOXES IN MY HOME. 

WE SHOULD NOT HAVE TO CONTINUALLY RESTART THE BOXES!

THIS IS NOT AN EQUIPMENT FAILURE IT IS AN X1 PROBLEM.

[Rustyben]

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@L1ngus wrote:

THIS CONTINUES TO OCCUR ON ALL THE SATELLITE BOXES IN MY HOME. 

WE SHOULD NOT HAVE TO CONTINUALLY RESTART THE BOXES!

THIS IS NOT AN EQUIPMENT FAILURE IT IS AN X1 PROBLEM.

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while playing live tv attempt to pause on each set top box. what happens? on any that will not pause use voice command 'about' and reply with each one's rest of line after STB version...

[L1ngus]

After further analysis, the problem continues. But I have found a common denominator.

We lose the ability to pause live tv (and FF/Rewind) after we have had a session of streaming Netflix or Amazon Prime Video on X1. We have to restart the DVR or our individual satellites boxes to regain the pause/FF/rewind functions.

This is an X1 glitch. It just recently started, less than 2 weeks ago. But it happens EVERY time.

[rjay1962 · Accepted solution]

Super Annoying!!  I just hit

Xfinity button- gear wheel-Device settings -   scroll down to power preferences- then restart!

Once your cable box restarts you will be able to REWIND normally.

      OR

You can just power off our cable box manually by hitting the power button or pulling the plug from the wall outlet and back in again.

Hope this helps!!!  <Edited> If you continue to have an issue, I recommend replacing it at a Comcast/Xfinity store. Just bring your box, cables, and remote and they will replace it for no charge. 

Cheers!

[MissDawn1]

Yes restarting your box fixes it... temporarily 😠 and don't bother getting a new box, same thing happens 😠

[RobertWy]

Did you try new, unused batteries in the remote?

[MissDawn1]

It's not the remote, received a new remote when I exchanged the box, still does it 

[RobertWy]

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@MissDawn1 wrote:

It's not the remote, received a new remote when I exchanged the box, still does it 

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There are two remotes; which one do you have?

https://www.xfinity.com/support/articles/get-to-know-xr11-remote

[MissDawn1]

I have the XR15 now, I did have the XR11, it did it with both. If you reboot it's good for awhile, new box, old box, new remote, old remote, can't pause live TV, reboot, fine for a few days. It's been happening for months now.

[RobertWy]

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@MissDawn1 wrote:

I have the XR15 now, I did have the XR11, it did it with both. If you reboot it's good for awhile, new box, old box, new remote, old remote, can't pause live TV, reboot, fine for a few days. It's been happening for months now.

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Generally speaking, what you describe can be caused by a problem with the remote not being able to make a solid connection to the "eye" on the STB.  Does it fail when standing close to the STB?

[MissDawn1]

It's definitely NOT the remote.

[froghotdog]

we are paying way too much money to have to be frustrated and aggrivated.  It does it, then it doesn't do it...   can't get things off the screen, can't "pause" when IT'S A MUST that we do, won't rewind or fast forward (live tv, no pause, no rewind)  .More and more lately of something and it's  got to be fixed or they are gonna lose a very very long time customer.  

[MissDawn1]

@froghotdog my thoughts exactly! So done!

[Rustyben]

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@froghotdog wrote:

we are paying way too much money to have to be frustrated and aggrivated.  It does it, then it doesn't do it...   can't get things off the screen, can't "pause" when IT'S A MUST that we do, won't rewind or fast forward (live tv, no pause, no rewind)  .More and more lately of something and it's  got to be fixed or they are gonna lose a very very long time customer.  

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hi, what is the model number? the X1 set top boxes have a memory card in them that allow pause of live TV.

[MissDawn1]

@Rustyben Same problem here, won't pause live TV, model PX022ANM, this is a replacement box I've had a few weeks, the last one had the same problem and it worked fine for years. There's no difference from the old box to the new box, same issue. This pause/rewind problem has been intermittent for months now.

[Rustyben]

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@MissDawn1 wrote:

@Rustyben Same problem here, won't pause live TV, model PX022ANM, this is a replacement box I've had a few weeks, the last one had the same problem and it worked fine for years. There's no difference from the old box to the new box, same issue. This pause/rewind problem has been intermittent for months now.

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that xg2 does have the pause function. view an on-demand and pause. does that work? (it sounds like your memory card is not working). 

[MissDawn1]

@Rustyben 

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@Rustyben wrote:

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@MissDawn1 wrote:

@Rustyben Same problem here, won't pause live TV, model PX022ANM, this is a replacement box I've had a few weeks, the last one had the same problem and it worked fine for years. There's no difference from the old box to the new box, same issue. This pause/rewind problem has been intermittent for months now.

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that xg2 does have the pause function. view an on-demand and pause. does that work? (it sounds like your memory card is not working). 

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Yes, pause and rewind works on demand.

[Rustyben]

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@MissDawn1 wrote:

@Rustyben 

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@Rustyben wrote:

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@MissDawn1 wrote:

@Rustyben Same problem here, won't pause live TV, model PX022ANM, this is a replacement box I've had a few weeks, the last one had the same problem and it worked fine for years. There's no difference from the old box to the new box, same issue. This pause/rewind problem has been intermittent for months now.

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that xg2 does have the pause function. view an on-demand and pause. does that work? (it sounds like your memory card is not working). 

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Yes, pause and rewind works on demand.

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that proves the remote button for pause is ok as on-demand doens't use the memory card. time to swap again. ask the xfinity store to test the xg2 if possible in their store to be sure the pause is working since you have had repeat issues.

[Omnivore]

Reboot fixed it. Thanks.

The chat-bot was useless when I tried to ask the question there.

[paulsumm]

how about the PXD01ANI_3.8p6s_PROD_sdy

just started happening with smaller boxes (main box is in another room)

[Rustyben]

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@paulsumm wrote:

how about the PXD01ANI_3.8p6s_PROD_sdy

just started happening with smaller boxes (main box is in another room)

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were you watching on-demand or live TV? what happens when you hit pause?

[Motydarb1212]

Same thing happened to me. My SD card was accidentally unplugged. It’s back in and working.

[MissDawn1]

It's a temporary fix. I've had different 3 boxes, rebooted many times, it still happens here and there. It's an Xfinity issue along with other issues that happen here and there. I gave up, someday it might get permanently fixed.

[RobertWy]

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@MissDawn1 wrote:

It's a temporary fix. I've had different 3 boxes, rebooted many times, it still happens here and there. It's an Xfinity issue along with other issues that happen here and there. I gave up, someday it might get permanently fixed.

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Which boxes have you tried?  I only lave an XG2, XG1v3 and XGv4.

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