dakadave's profile

New Poster

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1 Message

Wed, Nov 25, 2020 5:00 PM

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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

Can you try connecting the flex box via ethernet cable to your modem and reboot the box a couple times to pick up the latest firmware.

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).

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.

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?

Frequent Visitor

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9 Messages

1 y ago

This was shipped to me yesterday.
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?

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?

Frequent Visitor

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9 Messages

1 y ago

By the way, I develop software and work with embedded systems, so if any engineers want help diagnosing the problem, let me know.

Frequent Visitor

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9 Messages

1 y ago

Yes, the remote is XR16 (no numbers) and the box is Xi6-T.
XfinityChad2

Official Employee

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160 Messages

1 y ago

The OK button will work - not a UI change.

Actually can you try now, was told new FW has been pushed to your device.

Frequent Visitor

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9 Messages

1 y ago

Sure, I'll leave it hooked up for a few days. Funny thing is when I told phone support not to send a tech, my reasoning was that I felt like some firmware updates might happen on their own.

Will there be something in the user interface that makes it evident that it's on a new version?

Frequent Visitor

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9 Messages

1 y ago

That got me further. My first boot (on WiFi), I was able to pick the language but then after a long time ended up on an error screen that said error XRE-00305. I plugged in an Ethernet cable and clicked Try Again. After a few minutes, it got hung up with three dots on the left side of the screen, the leftmost pulsing. After about five minutes, I gave up and power cycled it.

I rebooted, this time with the Ethernet cable from the beginning. This worked! Thanks for your help!
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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