Stuck at “Pairing your set-tip box with Wireless gateway”

can you scroll b/w the two options just the OK button doesn't work? or remote doesn't work at all?  Can you try pairing via WPS?  There is a button on the bottom of the flex device, press that and follow the on-screen instructions.  

Did you try removing/adding the batteries?

Can you try unpairing your remote and see if that helps?  go to xfinity.com/unpair and follow the steps

Sorry, you are still having issues.  Are you able to swap your device for a new flex device at one of our Xfinity retail stores?   Seems strange that it was working one day and all of a sudden you lost your internet connection. 

Hello,

I'm having the same issue. Did you ever find an actual solution?

Can you try and connect your device via an ethernet cable to your modem and see if that helps you get past that screen? 

Same issue here started today. I have had quite a few issues with the xi6 box since getting it a month ago. This screen came on and there is no way to toggle between the "initiate pairing" and "Manual Setup".  Prior to this screen I woke up to "A software update is in progress software writing" with a progress bar of 100% with 0% done for over 2 hours. Error code RKD-03012-0. 

After chatting with support for almost 40 minutes and about 6 different signals being sent to the box they said a technician needs to come out. 

OK, so if the remote is not working, can you try unpairing?  instructions are at xfinity.com/unpair.   Also please make sure you are pointing the remote directly at the front of the device. 

So what screen do you see now?  The pairing screen?  

Yes between me and the 3 agents I spoke with we rebooted all the boxes about 8 times. I unplugged them all, they sent signals, I also refreshed each one individually.. nothing works. This started as I said with this xi6 box showing error code of RDK-03012-0 first thing this morning. Then after all the calls with Comcast and 4-5 hours later, this new Pairing message appeared. Now it's stuck on that.

Yes I am standing in front of the box with the remote. Although, since you had me unpair it, I am not sure what good standing so close to the box would do since it is no longer paired?

The screen actually just changed back to the original error message I had since this morning.. ugh!