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bird3d
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7 Messages

Saturday, August 15th, 2020 11:00 AM

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Unable to select language on flex box with XR16 remote.

Just got the flex box and can scroll through the language and can't select one. Have followed the steps to factory reset the remote using the * and the i button for 3 seconds and then pressing power, back button and volume down. Tried pressing the mic button to pair it up and still nothing.

Question

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Updated 

4 years ago

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XfinityChad2

Official Employee

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263 Messages

5 years ago

Can you try pointing the remote directly at the front of the box? And your able to scroll up and down but not able to select a language ?

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bird3d

New Poster

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7 Messages

5 years ago

Yes I have held the remote right in front of the box.  I can also scroll down and up the language list but can't select one.

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XfinityChad2

Official Employee

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263 Messages

5 years ago

Do you lease a modem from Comcast or own yours? Did you already set up WiFi? And have you tried restarting the device and trying again?

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bird3d

New Poster

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7 Messages

5 years ago

We own our modem and already had wifi set up, we just changed our plan. And yes I have restarted the box several times.

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XfinityChad2

Official Employee

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263 Messages

5 years ago

So the remote worked fine during WiFi set up on the flex device? Since you own your modem we can’t auto connect and you have to manual set it up

We’re you an X1 customer before? Any old X1 remotes you can try using?

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bird3d

New Poster

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7 Messages

5 years ago

Well we were an X1 customer but didn't watch tv that much so just got rid of tv.  I just tried an old remote and it worked.

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bird3d

New Poster

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7 Messages

5 years ago

Thanks for the help. After connecting to our wifi the box updated and now the remote works.

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XfinityChad2

Official Employee

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263 Messages

5 years ago

Ok that’s good news. Can you try pairing the XR16 remote again by holding the voice button and pointing the remote directly at the box. An on-screen flow should appear to walk you thru it.

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bird3d

New Poster

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7 Messages

5 years ago

Spoke to soon, now I need to figure out why it will not get past activating the voice control.

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bird3d

New Poster

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7 Messages

5 years ago

Had to restart the box once more and all good now.

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zane416

New Poster

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1 Message

5 years ago

Hi, I’ve run into this same issue except we had the WiFi router sent with box. We set up WiFi before but have run into the same issue of being able to move up and down but not select an actual language. V curious on how you fixed this?

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XfinityChad2

Official Employee

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263 Messages

5 years ago

Can you try restarting the device and see if that helps? Also make sure you pointing the remote directly at the front of the flex box.

If that doesn’t work, can you try pressing the WPS button on the bottom of the flex device to try and reconnect WiFi and try again.

Are you using an XR16 (No number keys) as well?

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Yojoe0707

Frequent Visitor

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5 Messages

5 years ago

I’m currently in the same boat as OP was originally. Curious though, upon following the set-up instructions, nowhere does it say where to connect to Wi-Fi and I was never prompted.

The Flex goes to the language select screen where I can scroll up and down but not select anything. Should be noted that each button press, including up and down, are met with a red indicator light.

I’ve reset, unpaired, tried pairing again, all to no avail.

I have my own router but did not have an X1 box previously to this, just Xfinity internet.

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XfinityChad2

Official Employee

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263 Messages

5 years ago

WiFi set up happens after language selection. Does your remote have number keys or no? How many languages do you see as well? 3 or 4?

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Yojoe0707

Frequent Visitor

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5 Messages

5 years ago

No number keys and four languages.

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