X1 System Refresh Feature Overview

Question 1

From the Xfinity X1 Help menu, you can now trigger this feature that is a multi-check, self-help tool that can fix common account and TV Box issues?

Answer 1

System Refresh

Question 2

What does a System Refresh do on an X1 box?

Answer 2

It is a multi-check, self-help tool that can fix common account and TV Box issues

Question 3

How long with your service be interrupted for after an X1 System Refresh?

Answer 3

for up to 10 minutes. However, the tool will not delete any preferences, settings or recordings

Question 4

How do you perform a System Refresh on X1?

Answer 4

1. Press the A button on your remote control, or visit the Help section in Settings.
2. Highlight the System Refresh tile, and press OK.
3. Please remember that performing a System Refresh will interrupt all X1 TVs and recordings in your home for up to 10 minutes. If you would like to proceed, highlight Refresh Now, and press OK.
4. Once the System Refresh is in progress, don’t unplug or turn off any of your TV Boxes, which will automatically restart during this process.
5. The X1 Welcome screen will appear after the TV Box restarts.
6. Once the System Refresh has been completed, your TV Box will return to live TV.
7. The System Refresh feature can only be used once within a 24-hour period, so if you continue to experience issues, you can Schedule a Call to have a specialist troubleshoot your issues.
   Note: If your attempt to trigger the System Refresh failed, please wait a few minutes and try again, or try rebooting your TV Box.

Question 5

The System Refresh tool performs all of the following tasks, regardless of what issue (entitlement, channel map, error code, etc.) the customer is experiencing:

Answer 5

• Account Level Checks.
o X1 Back Office (XBO) refresh.
o Unified Data Base (UDB) refresh.
• TV Box Level Checks.
o Firmware version check.
o CableCARD hits (Moto Init, Cisco RHT and Refresh; Moto Refresh and CCV if Init is disabled).
o Xconf check now (CDL download currently disabled).
o Device reboot.
If the customer has the Xfinity My Account app downloaded and installed on their mobile device(s), they should receive a mobile notification when a System Refresh is complete - confirming the refresh and offering additional help.

Question 6

If the customer calls Comcast after performing a System Refresh, please do the following:

Answer 6

• Confirm that the customer recently utilized System Refresh in an attempt to self-resolve an issue.
• Apologize to the customer that System Refresh was not able to resolve their issue.
• Ask what issue the customer is still experiencing.
• Inform the customer that you would be more than happy to assist them with further troubleshooting.
If a System Refresh was recently attempted by the customer, Einstein will provide details about what the tool completed successfully and what failed, as seen below.
All actions successfully completed:
Some actions failed:
In addition, if a customer attempts to perform a System Refresh more than once within 24 hours, they will be provided with the opportunity to Schedule a Call with a Comcast representative at a phone number, date and time of their choosing.

Question 7

Is System Refresh available during an Outage?

Answer 7

If there is an Xfinity TV outage in your area, System Refresh will be unavailable until we can resolve the outage. If the outage hasn’t impacted your TV service, you can try to resolve your issue by restarting your TV Box.