Restart your X1 box

Question 1

When troubleshooting an issue with your Xfinity X1 TV Box, you may be directed to restart the device or you may resolve it online with a what?

Answer 1

system refresh

Question 2

What are the different options for restarting your TV box?

Answer 2

• Restart from My Account Online
• Restart from the Xfinity My Account App
• Restart from the Help Menu
• Restart Using the Power Button
• Restart from Device Settings

Question 3

How do I perform a restart from My Account online?

Answer 3

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:
   o 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.
   o 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.

Question 4

How do I restart from the Xfinity My Account app?

Answer 4

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:
   o 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.
   o 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.

Question 5

How do I restart from the Help Menu?

Answer 5

1. Press the A button on your remote control to access the Help menu.
2. Press the OK button to select the Restart tile.
3. Press the OK button again to select Restart.
4. It may take a few moments for the TV Box to restart.

Question 6

How do I restart using the Power button?

Answer 6

If your TV has a Power button:

1. Ensure your cables are tightly secured.
2. Press and hold the Power button located on the front of the TV Box for 10 seconds.
3. The TV Box should automatically restart.

Question 7

How do I restart using the Power Cord?

Answer 7

If your TV Box does not have a Power button (includes XG1v4 DVR TV Boxes and Xi5/Xi6 Wireless TV Boxes):

1. Unplug the TV Box for 10 seconds.
2. Plug the TV Box back in.

Question 8

How do I restart from Device Settings?

Answer 8

1. Using the remote, press the xfinity button.
2. Use the left arrow or right arrow button to highlight Settings (the gear icon). Press OK.
3. Use the down arrow button to highlight Device Settings. Press OK.
4. Use the down arrow button to highlight Power Preferences. Press OK.
5. Use the down arrow button to highlight Restart. Press OK.
6. Use the right arrow button to highlight Restart. Press OK.
7. An X1 Welcome screen should display.
8. The TV Box will resume playing the previous channel.

Question 9

What happens if I Restart my TV box? X1 TV Boxes are scheduled to restart every night in order to apply necessary updates or perform general maintenance. If you are watching live TV or a pre-recorded program at the scheduled time of the restart, you’ll be given the option to delay it until the next night via a message that will appear on your screen. If you are recording a program or watching a program on Xfinity On Demand at the scheduled time of the restart, the restart will be automatically delayed until the next night.

Answer 9

• There is no impact to your guide information:
o Your guide information will not be lost.
o You will not need to wait for guide information to reload.
• There is no impact to your guide and menu settings:
o Your preferences will not be lost.
o Your Locks PIN and Purchase PIN will not be lost.
• There may be an impact to your recordings and playback, depending on when you restart the TV Box:
o If you restart an X1 DVR while it is recording a program, the recording will be interrupted. Recording will resume when the TV Box powers back up. Be careful not to restart the X1 DVR while a recording is in progress.
o Playback will stop on any TV Boxes streaming recordings from an X1 DVR if the X1 DVR is restarted. Playback can resume when the restart is complete.
o Already-recorded programs will not be lost.
o Scheduled recordings will also not be lost (will not need to be scheduled again).

Question 10

What is a scheduled restart?

Answer 10

X1 TV Boxes are scheduled to restart every night in order to apply necessary updates or perform general maintenance. If you are watching live TV or a pre-recorded program at the scheduled time of the restart, you’ll be given the option to delay it until the next night via a message that will appear on your screen. If you are recording a program or watching a program on Xfinity On Demand at the scheduled time of the restart, the restart will be automatically delayed until the next night.