I just installed my 2 new XUMO boxes. So far, I like the system. However, the box just turns itself off after several hours. I have the sleep timer set to off. Why is the box shutting down?
I am reposting part of a previous response so it doesn't get lost in the comments, and is easier to find:
We have reached out to our team that manages Xumo and they reviewed the information provided in this thread. They have advised that they are not aware of a widespread issue and that logout / turn off issue should be treated as individual issues at this time.
We have reached out to the Xumo team again and asked them for additional information regarding the Silent Logout and whether this is something that can be adjusted, disabled or will be changed in a future update.
We will provide an update on this issue when one becomes available.
Thanks for your patience and for bringing this to our attention.
Welcome to our community! Are you getting the "are you still watching" message before the box turns off or is it just shutting down with no messaging?
The box just shuts down with no messaging.
We have the same problem! The power save option setting is "off" yet the boxes continue to turn off after several hours. Sometimes I get a message ( are you still there?) , other times it just shuts off.
It’s like there is an auto timeout after a certain length of time. I have called XUMO and Spectrum support and they are no help. Obviously, this is a programming issue that needs to be fixed.
I'm not seeing any known issues posted for this. Has anyone having this issue tried factory resetting the Xumo yet?
Resetting to factory default still yields the same issue. It’s every 24 hours. However, we turn the box off over night. But it shuts off everyday at 9:48AM right in the dot. Even with the time change, it’s always 9:48PM. I’ve gone through the spectrum app, there isn’t a timer. I’ve gone through the Xumo settings, and nothing about it. Power saving is off. It’s definitely annoying when you’re watching something. Doesn’t even matter if you’re on Netflix, Hulu, etc.
It is still happening to me too. Such a nuisance. When it happens, I have to find the old remotes to turn the tv and external speakers off, the use the XUMO remote to turn everything back on. Getting tiresome. I am about ready to turn in the boxes.
@Susanb & @Darkmage4
Do you get any type of message prior to the box shutting off, or does it just shut off without any notification?
No message. It just shuts down.
Thanks. This sounds like it is possibly a "Silent Logout", which can be caused by a number connectivity based issues. Usually, restarting the modem and/or restarting the Xumo will resolve the issue. If it continues after that, then troubleshoot for connectivity interference. If you are connected by WiFi, you may need to switch the frequency used or try connecting with an ethernet cable. Also, check for other devices, such as security cameras, monitors or microwaves that can cause interference when in use.
Nope. No messages. Just shuts off right in the middle of a program.
We would like to look into your issue a little closer, I sent you a private message from our @Community_Help handle to collect some additional information.
James_M, let us know what solution you find to the issue. I started this conversation and would like to know how to stop the problem. I have noticed that it seems as though the box shuts down if there is no activity change. For example, when I have the box tuned into the same channel on Specturm for a long period of time, it shuts off. Could it be the box is set to turn off with no activity change? If so, that needs to be corrected. Thank you for trying to help us.
I also have the same issue and would like to know how to resolve it. I like to listen to music at night while I'm sleeping and every time I wake up it's turned off so I don't know if I'm getting a message or not. Everything is turned off as far as sleep timers and things. I'm about to take the box back to the store.
What troubleshooting have you tried? Have you tried restarting the Xumo and rebooting the modem?
I have asked the team that supports the app on Xumo to take a look at this issue and we have the information needed to investigate your individual issue from your registration information. The app team has access to advanced diagnostics that can identify problems on the device. At this point, it does not appear to a widespread issue or "bug" with the Xumo, but rather a very small number of individual issues with similar symptoms.
A follow up question, are you connecting the Xumo by WiFi / wireless connection?
I am connected by WI-FI/wireless connection.
I am connected by WI-FI/wireless connection. I have tried resetting and rebooting the box. Also, the Networked standby mode is set to On. The overnight power saving is set to Off. The sleep timer is set to Off.
Thanks. I have two additional thoughts at this point:
If you are able to test either one of these approaches, let us know how it goes!
Thank you. I will set Network standby to Off. I am not able to connect the Xumo to the modem. Our modem is in a bedroom about two rooms away. I do have 6E WiFi with a point very close to the tv and Xumo box. The internet connection is at 380 Mbps.
Thanks. Let us know if disabling network standby helps or even resolves the issue.
My Xumo turns off after about 3 hours on Spectrum during all times of the day. I finally noticed a message in the upper left hand corner saying that it was about to go into a power saving mode and I would need to push the home button to avoid the device from turning off. I have done everything possible to stop this nuisance. All three of my devices do it. Turning off or on the network standby mode doesn’t affect it. Turning off the sleep timer doesn’t affect it. Turning off or on the overnight power saving does not affect it. It is obviously a glitch in the programming or a planned preventive usage reduction by Spectrum.
I was able to locate your account and I am seeing a lot of "bitrate" drops, which indicate a connectivity issue.
Are you connecting the Xumo wireless? If so, can you test while have the Xumo connected directly to the modem with an ethernet cable? Also, does the issue improve if you try restarting the modem?
James, setting the Network Standby to off seems to have solved my issues. Thank you.
I am connected Wi-Fi to my three xumo boxes. I have 300+ MPs at router and utilize two boosters nearby the tv’s. I recently turned on the network standby mode, turned off the overnight power saving and the sleep timer. So far it appears that this combo has stopped it from cutting off. 🙏 I also utilize an Amazon Fire stick and have one Amazon Fire Tv with a Xumo.
Thanks for the update letting us know. Glad to hear the Xumo is working as expected again. Let us know if you ever have questions or need assistance with this or another issue.
Thanks as well for the update. Please let us know if the issue returns.
I'm having the shutdown issue as well. All timers off. Unfortunately this set is for a visually impaired 94 year old who couldn't see a message even if it did appear. I need the system to stay on until we turn it off. Help!
Just wondering. The percentage of folks that can connect the Xumo box directly to the modem via ethernet has to be low, right? I cannot imagine many homeowners having their computer and modem close enough to televisions to use that option.
I imagine that it is generally low, and that most connect wireless. Connecting with an ethernet cable, even for a limited time to test the connection, can help identify if the issue is wireless interference or an issue with the equipment.