New Poster
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Stuck on language selection
New customer
New flex box and remote XR16
4 language selections
The remote is 'paired' as I can scroll languages but I cannot select English.
Modem - personal (nighthawk)
Router - personal (orbi)
I can 'unpair' the remote but it doesn't do anything via i+home power back - it goes from red to green to flashing blue.
I am pointing the remote directly at the box.
I've tried two different TVs, one TV is next to my modem and I even hardwired the flexbox to the modem.
Help pls.... I've already returned one box for this same issue thinking the remote middle button is broken?? Is this just bad luck and this remote is broken as well? I've seen the other thread and tried each of the steps.
I've power cycled this thing probably 15x so far.
XfinityChad2
Official Employee
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160 Messages
1 y ago
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landtuna
Frequent Visitor
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9 Messages
1 y ago
I have this same problem. Connecting it via ethernet hasn't helped. I've rebooted many times, tried unpairing the remote, etc. I've spent a long time with tech support, and they want to send a rep out, but I don't think that's going to help. This seems to be some kind of software issue.
My only thought is that maybe it doesn't like that my home network is at 192.168.15.x rather than the default. (I use all Comcast hardware, so there's no third-party router involved.)
I tried dumping network packets while on the same switch as the Flex, but there wasn't anything surprising going on.
I tried doing a factory reset by holding down the WPS button for a minute, but it didn't seem to do anything (except suggest that it might disconnect from WiFi if I click OK, which I can't click anyway).
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landtuna
Frequent Visitor
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9 Messages
1 y ago
I have 3 languages, and I can scroll. The OK button doesn't work, though pressing it flashes the red LED on the remote just like the direction buttons do. It's definitely pointed correctly, since I can scroll.
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XfinityChad
Official Employee
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1.2K Messages
1 y ago
How many languages do you see? 3 or 4? Can you scroll up and down just the ok button doesn't work? or cant scroll at all? And you are pointing the remote directly at the front of the TV box?
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landtuna
Frequent Visitor
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9 Messages
1 y ago
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XfinityChad
Official Employee
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1.2K Messages
1 y ago
Thanks. I checked our logs and your device is on a very very old FW version (your on 3.1s1 and need 3.8 or higher)causing your issue. Did you pick this up at a retail store or have it shipped to you?
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XfinityChad
Official Employee
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1.2K Messages
1 y ago
Thanks that helps. And you're connected via ethernet and rebooting the box several times doesn't help. Your box is on a very old FW and needs to be updated to work with the XR16 remote. You have the remote with no number keys correct?
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landtuna
Frequent Visitor
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9 Messages
1 y ago
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landtuna
Frequent Visitor
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9 Messages
1 y ago
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XfinityChad2
Official Employee
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160 Messages
1 y ago
Actually can you try now, was told new FW has been pushed to your device.
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landtuna
Frequent Visitor
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9 Messages
1 y ago
Will there be something in the user interface that makes it evident that it's on a new version?
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landtuna
Frequent Visitor
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9 Messages
1 y ago
I rebooted, this time with the Ethernet cable from the beginning. This worked! Thanks for your help!
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XfinityChad
Official Employee
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1.2K Messages
1 y ago
Thank you again for the info. Not the best answer, but can you try again tomorrow morning and leave the box connected via ethernet and see if it picks up the latest FW updates in the nightly reboot widow. I am going to check with engineering to see if we can manually push the new FW to your device.
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