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.
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.
Can you try and connect your device via an ethernet cable to your modem and see if that helps you get past that screen?
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?
I still don't know what screen are you seeing? Are you stuck on the "A software update is in progress software writing" screen or device pairing screen? Also what type of remote do you have?
The screen that says "Let's start by pairing your set top box with your wireless gateway".
Remote is XR15 I think? (Came with the Xi6 box)
Thanks - can you move the cursor to the left or right and the Ok button doesn't work? or nothing happens with the remote when you are pointing it directly at the front of the device.
Did you try manually pushing the WPS button on the bottom of the Flex device?
I can push every button on the remote and nothing works. I can't toggle between the two options on screen. The ok button does nothing. Every button I push the remote replies with a red light. No longer a green light. I have tried pushing the button on the bottom of the box and then pushing the WPS button on the modem with no results.
Did you try rebooting the box? And you're pointing the remote directly at the front of the box within 2-5 feet?
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!
The remote still works in IR mode, it's "unpaired" when you first activate the device. Pairing just allows you to use voice commands and use the aim anywhere feature.
Something is causing interference with the remote and flex device. Unfortunately, I think you need to wait for the technician to support your issue..
Checked a few things and looks like you don't have Flex correct? Your account looks like you have X1 with three devices; XG2, Xi5, and Xi6?? and the issue is with your Xi6?
I never did figure this out and wound up giving up but since I asked a question earlier in the thread, I'm getting messages now.
I've done everything the above 2 people did and am still getting nowhere. I'm unpaired (and now the remote doesn't seem to work at all) and can't manually set up.
Are you saying the solution is to bring the device into Xfinity and exchange it for one that actually works?
You're stuck on the same screen and the remote doesn't work?
Yes, true. I'm not in front of it right now but I gave up and unplugged it weeks ago because nothing was working. Remote is unpaired as well. I was thinking I'd bring it in to teh store, I'd rather not spend a bunch of time on the phone to come up with nothing. Many thanks to those who did, I'm sorry it didn't help!
Glad we could fix it!!
Looks like your flex box is active already and has the latest firmware. Are you just trying to change wifi networks?
Did you try pressing the WPS button on the bottom of the Flex box and then on your gateway? That should auto-connect to your home wifi.