Why does new XUMO turn off by itself?

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Sisk
Sisk Posts: 21 Contributor

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?

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Answers

  • Renee_T
    Renee_T Posts: 697 ✅ Verified Employee Moderator
    edited January 19
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    Hello @Sisk

    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?

  • Susanb
    Susanb Posts: 3 Spectator
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    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.

  • Renee_T
    Renee_T Posts: 697 ✅ Verified Employee Moderator
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    I'm not seeing any known issues posted for this. Has anyone having this issue tried factory resetting the Xumo yet?

  • Darkmage4
    Darkmage4 Posts: 2 Spectator
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    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.

  • TygerX
    TygerX Posts: 1 Newcomer
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    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.

  • James_M
    James_M Posts: 4,821 ✅ Verified Employee Moderator
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    @TygerX

    What troubleshooting have you tried? Have you tried restarting the Xumo and rebooting the modem?

  • James_M
    James_M Posts: 4,821 ✅ Verified Employee Moderator
    edited November 2023
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    Thanks. Let us know if disabling network standby helps or even resolves the issue.

  • J56_23
    J56_23 Posts: 5 Participant
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    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.

  • James_M
    James_M Posts: 4,821 ✅ Verified Employee Moderator
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    @J56_23

    Welcome!

    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?

  • J56_23
    J56_23 Posts: 5 Participant
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    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.

  • James_M
    James_M Posts: 4,821 ✅ Verified Employee Moderator
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    @Sisk

    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.

  • James_M
    James_M Posts: 4,821 ✅ Verified Employee Moderator
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    @J56_23

    Thanks as well for the update. Please let us know if the issue returns.

  • RoboAlex
    RoboAlex Posts: 2 Spectator
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    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!

  • James_M
    James_M Posts: 4,821 ✅ Verified Employee Moderator
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    @Sisk

    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.

  • James_M
    James_M Posts: 4,821 ✅ Verified Employee Moderator
    edited November 2023
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    @RoboAlex

    Sorry for any issues. Do you have Network Standby enabled? Have you tried restarting the modem and the Xumo? How often does the device shut off?

  • J56_23
    J56_23 Posts: 5 Participant
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    Well I spoke too soon. My Xumo box just showed a notice again that it was going into a power saving mode and shutting down unless i immediately push the home button. This is a software problem with the Xumo program. And nothing can be done on my end. So for the Xumo folks monitoring this, Please Solve this!

  • J56_23
    J56_23 Posts: 5 Participant
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    Additional details about Xumo shutting down. I have been using Amazon Fire sticks in the same TVs now with Xumo boxes. I previously used Spectrum receivers which i replaced with the xumo boxes. My wireless has never been a problem causing my TVs to shut down for energy saving mode. I began this transition with a new Apple TV device using the Spectrum App and it never shut down either. This is definitely a problem with Xumo from my perspective. There may be some interruptions with spectrum internet but not with this regularity. Never have I had anything like this with any of my connected devices. Xumo must fix this defective operating problem.

  • Markeddy
    Markeddy Posts: 1 Newcomer
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    I'm having the same issue turning off every 4 hours. Called tech support and they said it was a hardware problem. Got a new xumo, same thing. This is unacceptable for an 86 year old vision impaired mother in law. I catch it from both ends. Fix it or I go back to dish.

  • Cougar
    Cougar Posts: 1 Newcomer
    edited November 2023
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    The modem must not have anything to do with this issue. I have 3 Xumo boxes and I've had all 3 playing a fireplace video on YouTube at the same time and all of them turn off at different times. It is extremely frustrating. I want them to stay on when I'm out for the evening so it looks like I'm home. Why can't this be fixed? It's obviously an issue for a lot of customers.