Xfinity Flex is not working? Complete troubleshooting guide

Xfinity Flex is one of the best streaming devices on the market. It comes with a wide range of apps that cover everything from news to entertainment.

When Xfinity Flex is not working, you need to know how to fix it to avoid inconveniences. But first, you should identify what is wrong with the streaming box before you can apply the right solution.

Whether the issue you are facing comes and goes or it has made it impossible to stream anything, there are a couple of solutions to apply. These range from a simple restart to changing settings. In rare instances, you’ll need to contact a technician.

Here are troubleshooting tips that will fix the most common problems when the Xfinity Flex TV box is not working,

1. Xfinity Flex keeps disconnecting

When Xfinity Flex keeps disconnecting, the problem could be a loose cable or signal interference. You might have also placed the box further than the recommended distance from your wireless router.

You can troubleshoot this problem by doing the following:

  • Check all connecting cables to ensure none is loose. You should also, determine that you do not have any damaged wires.
  • Place the router close to your Xfinity Flex device if you are using a wireless network.
  • Reduce the number of devices connecting to the same wireless network.
  • Restart your router and modem by unplugging them from the power source, plug them back in, and try again.

If you use a security software program like a VPN, disconnect it and see whether Xfinity Flex will connect to the internet permanently.

2. The apps are not loading

When the apps fail to load on Xfinity Flex, the most common cause could be an unstable internet connection. However, it could also be that the specific app you are accessing is experiencing a system-wide issue.

To troubleshoot apps that aren’t loading on Xfinity Flex:

  • Open other apps to see whether they are working. It will help you determine whether the app you want to use has a server problem.
  • Check to ensure you have a stable internet connection. Start by power-cycling your modem or gateway (switching it off then on), especially if it keeps disconnecting.
  • Try connecting an Ethernet cable directly to the Xfinity Flex box if you use Wi-Fi.
  • Restart your Xfinity Flex streaming box by unplugging the power cord, waiting for 30 seconds, and then plugging it back in.

In extreme cases, apps may fail loading because your device has accumulated lots of memory that needs wiping. That means you will have to factory reset your Xfinity Flex box.

  • Turn on the Xfinity Flex box
  • Press the POWER and MENU buttons simultaneously
  • Press the UP and DOWN buttons on the remote simultaneously
  • Select Restore Defaults
  • Press OK

You will have to set up the device again because a factory reset deletes your saved data.

Xfiniity Flex 4K streaming stick
Image: Xfinity

3. Xfinity Flex is not turning on

One of the most common reasons why Xfinity Flex is not turning on is because you may be using an incorrect input. The problem could also be your remote or a faulty HDMI cable or power cord.

You can troubleshoot this problem as follows:

  • Check to determine you are on the correct HDMI input. If your device is in HDMI 2, set your TV to HDMI 2.
  • Unplug both cables from the device (HDMI and USB Type-C). Wait for 30 seconds, and then plug back in.
  • If you normally use the remote to power up the device, check that the batteries are working.

While not common, your Ethernet cable or wireless network can make your device fail to power. Therefore, power-cycle your modem or router and see whether the streaming box will turn on.

3. Why Xfinity Flex is not connecting to Wi-Fi

When your Xfinity Flex is not connecting to Wi-Fi, the problem could be your login credentials, the device itself, or your entire network, including an issue with your ISP.

Try the following:

  • Ensure you have entered the correct Wi-Fi network name and password.
  • Check that your Xfinity Flex streaming box connects to the correct wireless network.
  • Restart your device and try again.
  • Restart your network equipment.
  • Try placing your router in a central area or near the Xfinity box. The router should also be away from any interference, such as electronics and furniture.
  • Reduce the number of devices connected to the same wireless network.

You can also perform an online speed test (you can use to ascertain that you have a stable internet connection.

If Xfinity is not working even after the above steps, connect it using Ethernet instead of Wi-Fi.

4. Xfinity Flex is stuck on the welcome screen

When you power up your device and get stuck on the welcome screen, the problem could be a loose cable, network, or software issue.

Try troubleshooting it as follows:

  • Ensure you have a stable connection to the internet.
  • Check that you do not have any loose cables.
  • Ascertain that the HDMI cable is in the correct input.
  • Power off the device, wait for 30 seconds, and then power it back on and see whether it will pass the welcome screen.
  • Restart your modem or gateway and try connecting using the WPS buttons on the Flex device.

If the problem persists, contact Xfinity Flex for further assistance.

5. Xfinity Flex is stuck on a black screen

You may see a black screen whenever you connect Xfinity Flex to your TV. Here are some things you can try to fix the problem:

  • Ensure you have plugged all power cables into a working power outlet for the TV and Xfinity box.
  • Check that all connections are not loose.
  • Ensure the HDMI cable is on the correct input. For example, it should be in HDMI1 in both the device and TV.
  • Press Exit > Exit > Exit > 720 on your Xfinity remote to bring the picture back and change the resolution to 720p.

Another option is to change the resolution. Press the Xfinity button on your remote, go to Settings > Device Settings > Video Display. Choose a resolution from the options provided.

6. The remote is not working

If the remote is not working, the first step is to check the batteries to ensure they aren’t depleted. However, you can troubleshoot this issue in different ways:

  • Press any button on the Xfinity remote. If the LED light at the top is not flashing, get new remote batteries.
  • If a button is unresponsive and you see the LED light flashing five times, the batteries are getting low.

If the steps above do not work, you will have to contact Xfinity for further assistance. But you can also try resetting your remote:

  • Press the Setup button on the remote and wait until you see the LED light changing from red to green.
  • Press 9-8-1

After pressing these numbers, you should see the LED blinking green twice to suggest resetting the remote.

Xfinity Flex remote

At this point, you will have to re-pair the remote and the Flex Box to continue.

7. How to reset Xfinity Flex

You can reset the Xfinity Flex streaming box by doing the following:

  • Power on the device.
  • Press the Power and Menu buttons on the remote simultaneously.
  • Press the Up and Down arrow buttons.
  • Select Restore Defaults.

The next step is to press OK to finish resetting your device.

8. Xfinity Flex setup is not working

When your Xfinity Flex setup is not working, the culprit could be your internet connection. It could also be that you have not paired the remote well.

Here is what you can do:

  • Pair the Xfinity Flex remote control.
  • Connect your device to a stable internet service. Alternatively, try connecting using Ethernet.
  • Restart the Xfinity Flex box and your TV, and then try again.

You will have to contact Xfinity support services if the above fails.

9. Sound is not working

When your Xfinity Flex device is not producing any sound, you may have muted your TV. But there may also be other problems that you can fix using the methods below:

  • Check whether you have muted the Flex box.
  • Ensure that you have connected the Xfinity Flex box directly to the TV.
  • Check the TV’s audio input. On your TV, go to Settings > Audio > Audio Input. Make sure you have set the correct audio input and make adjustments accordingly.

An extreme fix would be to reset your Xfinity Flex streaming box, as shown in tip #7.

Is Xfinity Flex working now?

You may encounter different issues with your Xfinity Flex streaming box, ranging from apps not loading to the device getting stuck on the welcome or black screen.

If the Xfinity Flex box is not working, try to determine the cause to find a quick fix. For example, if the remote is not working, try changing the batteries.

You can fix many issues with the device by power cycling it. But if nothing works, consider factory resetting the streaming box and doing the setup again.

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