Visitor
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4 Messages
Flex box returning to home screen
when using streaming apps, any of them, my flex box will go dark for about 5 seconds, then return me to the Home Screen. I have not been able to figure it out, but I know that it is not the TV, Ethernet cable, or the power cable. How do I fix this issue?
CCDevin
Problem Solver
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735 Messages
3 years ago
@user_c97926
Hi! Thanks for bringing this to our attention. That sounds like it would be pretty frustrating to try and watch something with this error! Let’s work on this together and we will make sure this is taken care of for you.
I have a few questions to help diagnose this. It sounds like either a signal interference or a connection issue with the cables like you mentioned. However, it might also be an error within the device so it’s important to narrow it down.
When you are on the home screen, and not navigating to an app, does the device go dark or have similar issues or is solely when going to an app?
Have you noticed any connection issues with your internet?
Have you also tried removing the cables from the device completely and reinstalling them to make sure they are seated firmly in place with no wiggle room that could cause this?
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user_0e30a1
Visitor
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2 Messages
3 years ago
Has this problem been fixed? I have the exact same issue. I called Comcast customer support and was told to take the box to an Xfinity store and get a new one. I did that and with this new box the same problem exists. I purposely had another Smart TV playing in a different room while using the Flex box. The Flex box played what I was watching for almost an hour, then went blank and returned to the home screen. The TV in the other room had no issues when that happened. I have tried disconnecting and reconnecting cables. I have unplugged the device and restarted it. As stated by the original poster of this problem - I received no error codes or messages. The box appears to be working fine, then blank screen and back to home screen. If this cannot be fixed I will gladly return this box as well.
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user_18c4d7
Visitor
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1 Message
3 years ago
This also happens with our box! We just got it a few weeks ago and it will do this about 1/2 the time we use kt
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iamCatman
Visitor
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2 Messages
3 years ago
So what in the end fixed the issue of it going to a black screen and then back to the home screen. I've been having that issue. I'm just curious if you had to replace the hardware or if you are able to troubleshoot it through the internet. What was the issue for the problem? I know that my internet is good and it's not a cable.
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tkallev
New Poster
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6 Messages
3 years ago
Same issue, brand new install on my own router. No issues with internet connection, just seems to drop the wireless incessantly. I can get different places once the box decides to stay operating for a few minutes but inevitably it freezes for a few minutes and then blanks out and returns to the Welcome screen.
I think I understand why the Flex box is free ...
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Xfin2021
Visitor
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1 Message
3 years ago
Mine has been doing this for the passed 5 months. I’m sick of it.! Anyone have any suggestions on how to fix this??
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user_85bc02
Visitor
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1 Message
3 years ago
Same thing here. Stopped using it. Will play for 5 minutes then reboots to the main screen. No error message. Since I have a functioning Roku and FireStick (and don't pay for this) it'll go in the drawer. Might try again one day and see if they update the OS.
-fitz
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user_95f976
Visitor
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1 Message
3 years ago
I am having the same issue! While streaming on an app, any app, after 5-10 min the screen goes black and than goes to the homepage. I have reset the flex box and restarted my modem and router. Still have the issue. It even happened when I was not watching anything and the screen saver was on. I do not get any error codes. Very frustrating!! I am current using an ARRIS SB8200 with the latest firmware. I have this connected to a Linksys MESH router. My internet speed is 900mps. I have never had an issue streaming until I got this flex. I have Apple TV’s and Firesticks. No issues with them. If it was not for “Peacock” I would not use the flex.
I called Xfinity today and they did some trouble shooting on their end. They informed me they found no issues with the box. A few hours later, while streaming, it happened again. Very frustrating! You would think with all these people with the same issue, there is an obvious issue that needs to be fixed. I have a ticket number for the call today.
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Hough.Steven
Visitor
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1 Message
3 years ago
Just received my flex box and it’s doing the same thing. Every time I try to login to one of my apps, it goes black and back to my Home Screen in the middle of entering my login information. No wonder it was free!
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