X1 Mini Boxes Not Responding - Won't Reboot

[gerald4506]

For the past 2 weeks, two of my X1 "mini boxes" will not come on. It is always the same two boxes every time and the same message comes on the pink colored screen "Sorry, we have having some trouble". Then it offers to re-boot (which I do) and it cycles through. The "welcome screen" come on, it spins and spins and then it goes back to the same pink screen.

I had a tech come out this past weekend. Of course it started working before he came. He checked all of the levels coming into the house and they were totally fine. He said they were sufficient. What does this tell you? Every other TV in the house works and the internet and phone work. It is just these two boxes. One of the mini boxes that's not working is brand new by the way (one week old). I swapped it out thinking maybe it was a hardware problem. Obviously not. Very  frustrated customer who pays close to 400 a month for Comcast. Maybe not for long.

[gerald4506]

Anyone ????

I read in the comments section of the "down detector" website that this is happening to several people lately.

[CCAndrew]

What other equipment do you have? How’s you cable set up (amps, splitters etc)?

[gerald4506]

I have 5 X1 mini boxes that work off the main mother box. I also have two other boxes that work independently.

The signal is amplified off a splitter that was put on by my AV vendor when I built my house 7 years ago. This problem just started happening two weeks ago. It is the same two x1 mini boxes that keep not working.

A tech came two days ago and checked everything out. Of course it started working right before he arrived. He looked at the splitter and he checked the signal strength. He did not do anything at the pole outside.

I really do not see how it could be a box issue if it is the same two boxes each time and they eventually come back on line at the same time.

Do amps or splitters go bad ?

[CCAndrew]

Again, exactly what boxes do you have? The link is to help. And the model of the amp, it’s possible it wasn’t the right one all along
The boxes use moca to communicate, it’s possible the amp stopped passing moca through
https://www.xfinity.com/support/articles/x1-hub-vs-companion-box

[gerald4506]

In a rack I have:

ARRIS BOX WITH DVR

5 Cisco "mini boxes" (Xid-C models) connect to the box above throughout the house

Also in the rack, I have a "larger" box that is routed to the screened porch TV. It just says "XG2v.2" as the model.

Upstairs, I have another one of these larger boxes "XG2v.2" in a workout room.

Finally, I have two DTA's that are independent of the X1 features. Small office TV's.

The amplifier is a "Commscope" brand and so is the splitter. All of the outlets are being used

 I included photo of mini box, one of the "hub" and one of the amp (sorry - I did not want to pull all the wire s out if i didnt have to)

Thanks !

[CCAndrew]

Great information

Are there any splits before the amp? Anything split after the amp?
Is there anything coming out of the voip port, can’t see from the picture?
All 5 XiD should be getting their moca signal from the XG2’s

[gerald4506]

Yes, there are splits before and after the amp plug-ins.

Yes, there is something plugged into the VOIP outlet on the amp.

Service came back on this afternoon so we are on sort of a two day on two day off rotation of service, I will add - nothing has been changed in 7 years in my AV closet as far as wiring goes. Not sure if that means that something has gone bad or the power is rising and falling throughout the day or what. 

Appreciate your help.

[gerald4506]

Down again this morning. See attached.

[CCAndrew · Accepted solution]

What do you have coming off that voip? And off the splitter before the amp? FYI, for signal strength purposes, the splitter should be after the amp

[gerald4506]

Comcast tech came again today. Problem fixed. it took him a few hours. You were right. Problem was with the amp. It had gone bad. He also re-worked the inputs in the new amp and disconnected ones that were not needed or not being used.

Thanks so much for your help.