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X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

Contributor

X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

Posting to find out if other customers are having the same problem (yes a tech has been out. We believe it is a bug in configuration).  

 

When watching live tv and hit pause, one of 4 things happens:

a. Nothing at all

b. No pause but a blue circle with a slash through it and message that set top box does not support feature

c. one out of 20 times will actually pause but then jump straight back to "live"

d. Same as C only no audio will play until I hit "exit" button although it was never paused to begin with.

 

When trying to rewind the surprise options are:

a. Nothing at all

b. Jumps immediately to Live tv going FORWARD (note, this is like hitting the lottery because it means the pause actually worked)

c. No response at all and blue circle with slash through it saying set top box does not support

 

This has happened within the last 3 days.  Was normal prior to this.

 

As of yesterday, the screen saver ceased showing the usual data for local construction updates, weather forecasts that was quite useful actually. Now just current temperature and time.  Was this a Comcast Labs thing that went away?

 

Anyone else experiencing this?  My box is on release version 91.0.3 dated 10/09/2018.  The firmware was manually updated yesterday by Comcast to see if there was corruption of some sort, but nothing changed.

 

I am not planning to swap boxes until there is a totally new box design plus I have a lot of unwatched shows on the hard drive and cloud, more than the extremely limited 60 hours that Comcast will retain when you change (what is up with that, btw?  It's not truly cloud storage if you can't move to a different device and still see the same thing. That 60 hours also appears to be why the Xfinity Stream apps never ever match what is actually showing on your Cloud DVR menu, just a random assortment of one show from this series, 3 from another not in any consecutive order)

 

 

Official Employee

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

If you refuse to swap the box, you can’t continue to troubleshoot. It sounds like the box is failing

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Expert

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed


@Chassiskat wrote:

Posting to find out if other customers are having the same problem (yes a tech has been out. We believe it is a bug in configuration).  

 

When watching live tv and hit pause, one of 4 things happens:

a. Nothing at all

b. No pause but a blue circle with a slash through it and message that set top box does not support feature

c. one out of 20 times will actually pause but then jump straight back to "live"

d. Same as C only no audio will play until I hit "exit" button although it was never paused to begin with.

 

When trying to rewind the surprise options are:

a. Nothing at all

b. Jumps immediately to Live tv going FORWARD (note, this is like hitting the lottery because it means the pause actually worked)

c. No response at all and blue circle with slash through it saying set top box does not support

 

This has happened within the last 3 days.  Was normal prior to this.

 

As of yesterday, the screen saver ceased showing the usual data for local construction updates, weather forecasts that was quite useful actually. Now just current temperature and time.  Was this a Comcast Labs thing that went away?

 

Anyone else experiencing this?  My box is on release version 91.0.3 dated 10/09/2018.  The firmware was manually updated yesterday by Comcast to see if there was corruption of some sort, but nothing changed.

 

I am not planning to swap boxes until there is a totally new box design plus I have a lot of unwatched shows on the hard drive and cloud, more than the extremely limited 60 hours that Comcast will retain when you change (what is up with that, btw?  It's not truly cloud storage if you can't move to a different device and still see the same thing. That 60 hours also appears to be why the Xfinity Stream apps never ever match what is actually showing on your Cloud DVR menu, just a random assortment of one show from this series, 3 from another not in any consecutive order)


do you have another x1 set top box in the home? using voice remote say "about" what is the model number shown to right of STB Version?



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Contributor

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

PX013AN_3.2p4s1_PROD_sey

And no, only 1 box
Expert

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed


@Chassiskat wrote:
PX013AN_3.2p4s1_PROD_sey

And no, only 1 box

bummers. The xg1v3 DVR you have has lost contact with its installed memory card and it is not accessable to us customers.



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Contributor

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

Any other checks I can run to verify if this is the case? All other functions are normal, and the pause and rewind work fine on recorded shows.
Contributor

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

I should also add my technician is having rewind issues on his own box, although not an exact match to mine they are similar.
New Poster

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

Comcast Employee - The box failing is a fall back excuse.  My box (miraculously - as of yesterday - that I noticed) also stopped showing news, traffic, weather.  It now only shows the time and the temperature.  This is not a situation of the box failing.  This is an update that Xfinity / Comcast has made recently.  Do not go putting that off on the boxes errors as something you do not know how to fix so that we will be forced to update to new boxes we do not want.  (Not trying to be confrontational, just don't like to hear what sound like excuses)  I do understand the other customers box may be failing due to the other issues they listed, but the situation of the news and sports, traffic and local weather disappearing is NOT due to my box failing.  It is clear that this is a recent development, possibly due to a glitch in the latest update.

Official Employee

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

Serenity7-
I was referring more to the ability of pausing and rewinding as being a possible box failure. I work in the field, it’s not an excuse. If it was a box update it would affect more than a handful. There’s been updates/changes to the screensavers, there’s nothing wrong with it.

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Contributor

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

Pausing and rewinding issue is only on live tv and it has a handy little software program reponse (see attachment) that seems to imply this is a software configuration issue. (Could be communication but no evidence so far and tech having similar issue, hence my question to all forum users).
20181019_083225.jpg
20181019_083123.jpg
Contributor

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

Today the pause is working partially. It will pause but when you unpause (using pause/play button) it jumps ahead to live tv. So that issue not resolved.

Rewind live tv fast forwarded once when I tried it, and then went back to saying it is not supported by this box.
Contributor

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

Latest update: Everything is working normally again. Interesting.
New Poster

Re: X1 Box cannot pause or rewind

my remote stopped rewinding and pausing could it be because the batteries are low

Expert

Re: X1 Box cannot pause or rewind


@kmcduffe wrote:

my remote stopped rewinding and pausing could it be because the batteries are low


when you press pause or rewind, what color(s) does the remote LED blink?



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New Poster

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

Yes. agreed about saying the box is failing. My box was installed 4 days ago. And today is not rewinding or pausing. It can't be failing after 4 days.

Regular Visitor

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

My analysis:

 

Until two or three days ago,  we were able to pause and rewind any live TV program using any of our X1 set top boxes:  DVR, Master box, X1 DTAs.

 

Comcast obviously made a change that adversely affected end users and did not announce it or warn customers about the change.   Typical for Comcast.

 

Customers need this feature.  If viewing is interrupted by a phone call, doorbell or bio break, pausing allows the customer to avoid missing program content.  If the customer 'missed' what was said in a live program, rewinding allows the customer to hear the content again.

 

The only workaround is to 'record' all shows you watch and then access the show via the Xfinity -- Saved -- For You page. 

 

 

 

 

Frequent Visitor

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

I just noticed today that this feature was stopped on my box.  Apparently, the box I had was an out of date non-DVR model.  After chatting with an Xfinity rep, I was told I can either take it in to my local store for a replacement/upgrade, or they can send out a rep free-of-charge to replace it.

Contributor

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

I have the latest hardware across the board in my house. The error messages that came up (see above) clearly resulted from something in box configuration changing during an overnight update. Once the configuration was corrected, these functions worked normally again. It did however take a technician coming to my house and verifying with his own eyes the pre-programmed messages on the screen demonstrating that the configuration was incorrect. He did absolutely nothing however but serve as an eyewitness because the problem lay with Comcast's pre-release QC team.

Similar to why the box light brightness is resetting to dayglo levels every single night now. Yet another failure in updating protocol: retain user settings. (See other thread)

QC is a tremendous problem in IT and telcom due to less interest by the marketing staff in spending money there. Features are where marketing get their bonuses from, not quality or reliability. However that's where the majority of the customer reported issues reside.


New Poster

Re: X1 Box cannot pause or rewind

As of this morning, my remote started doing the same thing.  It told me that my box does not support this function.  I could no longer rewind or fast forward.  I went to my settings and restarted my box.  When the restart was done, the problem was fixed.  I did notice that my box was flashing mysteriously last night and my internet went out for a few moments as well.  I’m sure that may have been what set the problem in motion.

Regular Visitor

Re: X1 Box cannot pause or rewind

You can check the battery status:  xfiniity -- settings (the gear) -- remote device.  The reading is fairly accurate, but I've had my X1 voice remote die at 35%.  You can tell if the batteries are shot by pressing buttons and checking to see if the LEDs light.  No light?  Batteries likely are dead.  BTW...I've made all my X1 remotes 'RF' based and not 'infrared' based.  That way I don't have to be careful about aiming the X1 remote at the set top box or DTA.

Expert

Re: X1 Box cannot pause or rewind


@Bigmist8k wrote:

As of this morning, my remote started doing the same thing.  It told me that my box does not support this function.  I could no longer rewind or fast forward.  I went to my settings and restarted my box.  When the restart was done, the problem was fixed.  I did notice that my box was flashing mysteriously last night and my internet went out for a few moments as well.  I’m sure that may have been what set the problem in motion.


new firmware versions are rolling out. when you have any sort of 'new' issue unplug the set top bxo and then after 10-20 seconds plug it back in. working now?



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New Poster

Re: X1 Box cannot pause or rewind

My X1 box started doing the same thing yesterday.  All I did was restart the X1 box and everything started working again. So it seems to be a software distribution problem on Comcast.  That means every night when the box updates it will go back to pause,  rewind,  and fastforwarding not working until Comcast changes the file that is getting sent to your X1 box.  

Contributor

Re: X1 Box cannot pause or rewind

As I said mine resolved itself. There were no remote issues, there was no fixing it through reset, it lasted for about a week as you can follow my thread to see. It has never returned.
Regular Visitor

Re: X1 Box cannot pause or rewind


@Chassiskat wrote:
As I said mine resolved itself. There were no remote issues, there was no fixing it through reset, it lasted for about a week as you can follow my thread to see. It has never returned.

Same here, as I reported two days ago.

I did NOTHING -- no reboot, no reset, no power on/off.  NOTHING.  Comcast must have backed out the offending push.

New Poster

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

Same Problem here.

New Poster

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

Experiencing the same problem here: rebooting the system has not fixed the problem. 

Frustrated.  This issue started 2 days ago for me.

~j

 

Contributor

Re: X1 Box cannot pause or rewind

You can use the voice comment to find out about your batteries, just say "Remote Batteries" or it shows up when you say "About" along with info on set top model number, etc.

New Poster

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

This just started with my box, 1/28/19. I could pause, rewind and ff live tv this morning. Tonight I just get the blue circles and "this set top box does not support...." Did we ever find an answer or is it just wait until it resolves itself? My box and plan are basic, no dvr, but I have always had these functions. The length of time I could rewind decreased when I dropped the dvr - about 45 minutes now - but I haven't changed anything recently and still lost these functions. Thanks!
Expert

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed


@Kitzkatz wrote:
This just started with my box, 1/28/19. I could pause, rewind and ff live tv this morning. Tonight I just get the blue circles and "this set top box does not support...." Did we ever find an answer or is it just wait until it resolves itself? My box and plan are basic, no dvr, but I have always had these functions. The length of time I could rewind decreased when I dropped the dvr - about 45 minutes now - but I haven't changed anything recently and still lost these functions. Thanks!

what model set top box is this? (say 'about' and reply with rest of line after STB version...). what other set top boxes do you have?



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Regular Visitor

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

mine is saying the exact same thing just started 2 days ago

New Poster

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

I have the same issue! We have had Xfinity for 6 months and we loved being able to pause and Rewind! We also have to unplug the main box every single morning to get the companion boxes to work! So annoying! Is there a fix for any of this?
Regular Visitor

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

I went on my iphone on the xfinity account app and did a refresh to the box and it is working correctly now. As of and hour ago. 

Regular Contributor

Re: X1 Box cannot pause or rewind live tv

Same thing happening here. We have a DVR and three satellite boxes. The ability to pause LIVE TV disappears randomly. We are forced to either restart the DVR or the satellite boxes - which fixes the problem for a few hours and then it starts all over again.



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Regular Contributor

Re: X1 Box cannot pause or rewind

New firmware didn't fix the problem.



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Regular Visitor

Re: X1 Box cannot pause or rewind live tv

Well, it was nice while it lasted.  We had the 'your set top box does not support this function' starting two weeks ago.  Two days later, everything worked again. and we were back to normal.  This morning, the problem was back and I couldn't fast-forward, pause, or rewind any live TV.  It is now 1600 hrs and I can FF-Pause-Rew on live TV.  Does Comcast derive some perverse pleasure in doing this?  I checked with my cousin who lives 1/2 mile away and has VZ FiOS.  She never had a problem like ours with FiOS.  She switched from Comcast to FiOS in 2016.  We'll jump in May when our promotion is up.

Expert

Re: X1 Box cannot pause or rewind live tv


@katzhaus wrote:

Well, it was nice while it lasted.  We had the 'your set top box does not support this function' starting two weeks ago.  Two days later, everything worked again. and we were back to normal.  This morning, the problem was back and I couldn't fast-forward, pause, or rewind any live TV.  It is now 1600 hrs and I can FF-Pause-Rew on live TV.  Does Comcast derive some perverse pleasure in doing this?  I checked with my cousin who lives 1/2 mile away and has VZ FiOS.  She never had a problem like ours with FiOS.  She switched from Comcast to FiOS in 2016.  We'll jump in May when our promotion is up.


on that set top box use voice remote 'about' what is the rest of the line after STB Version..?



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New Poster

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

It resolved itself by the next morning, maybe with the nightly update?

 

Here is my STB info in case it helps others.  I don’t have any other boxes.

 

PXO22AN_3.2p10s1_PROD_sey

Expert

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed


@Kitzkatz wrote:

It resolved itself by the next morning, maybe with the nightly update?

 

Here is my STB info in case it helps others.  I don’t have any other boxes.

 

PXO22AN_3.2p10s1_PROD_sey


that is a 4 tuner Xg2 so it is likely a fiirmware update didn't fully load. a power reboot would probably had fixed it right away.



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Regular Contributor

Re: X1 Box cannot pause or rewind live tv, screensaver no longer shows traffic, news or weather feed

THE PROBLEM CONTINUES.

 

HAVE TO RESTART THE BOXES AT LEAST ONCE A DAY.



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