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Unable to select language on flex box with XR16 remote.

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New Poster

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.

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Contributor

Re: Unable to select language on flex box with XR16 remote.

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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New Poster

Re: Unable to select language on flex box with XR16 remote.

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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Contributor

Re: Unable to select language on flex box with XR16 remote.

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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New Poster

Re: Unable to select language on flex box with XR16 remote.

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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Contributor

Re: Unable to select language on flex box with XR16 remote.

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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New Poster

Re: Unable to select language on flex box with XR16 remote.

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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Contributor

Re: Unable to select language on flex box with XR16 remote.

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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New Poster

Re: Unable to select language on flex box with XR16 remote.

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

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New Poster

Re: Unable to select language on flex box with XR16 remote.

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

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New Poster

Re: Unable to select language on flex box with XR16 remote.

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

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New Poster

Re: Unable to select language on flex box with XR16 remote.

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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Contributor

Re: Unable to select language on flex box with XR16 remote.

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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Frequent Visitor

Re: Unable to select language on flex box with XR16 remote.

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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Contributor

Re: Unable to select language on flex box with XR16 remote.

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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Frequent Visitor

Re: Unable to select language on flex box with XR16 remote.

No number keys and four languages.
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Contributor

Re: Unable to select language on flex box with XR16 remote.

Thank you - that helps our support team- I will be sending this over for someone to take a look.

Can you try a couple more troubleshooting steps? Reboot modem and flex device again and pls make sure you are directly pointing the remote directly at the front of the device when selecting OK.
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New Poster

Re: Unable to select language on flex box with XR16 remote.

I am unable to select a language as well. I can scroll through them all but I can’t select one. I’ve tried everything I can to resolve this issue and still nothing.
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Contributor

Re: Unable to select language on flex box with XR16 remote.

Do you see three or four languages?
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Frequent Visitor

Re: Unable to select language on flex box with XR16 remote.

Rebooted modem and Flex and unpaired again.

When I plug everything back in and it’s up and running it goes directly to the language select screen. Still can’t select a language but am able to scroll.

So I tried unpairing for the hundredth time. Seems to be successful as I see the green light then the flashing blues. My question is: what is the next step to pair the remote?

This is what support says:

“Make sure the remote batteries (AA) are installed and your TV and Xfinity Flex TV Box are powered on. Also, set the TV input to correspond with your Xfinity Flex TV Box.

Point the remote at your TV Box and press the Voice button once.
Follow the instructions on screen to pair your remote for voice control.
Once your remote is paired, follow the on-screen instructions to set up power, volume and input control for your TV.”

So, to pair, just hit the voice button once and follow the on screen instructions? It does nothing, there are no instructions other than the language select screen that I’ve been stuck on the entire time.

Very frustrating.
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Contributor

Re: Unable to select language on flex box with XR16 remote.

Those steps are for after activation, we pair the remote during the activation process. For some reason the OK key press isn’t working which triggers the remote to pair with the flex device.
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Frequent Visitor

Re: Unable to select language on flex box with XR16 remote.

Gotcha. So pairing/activation happens when you select the language with the ‘Ok’ button?

What’s the next step if that doesn’t work?

And to clarify, the remote is obviously paired in some capacity, since the up and down buttons work (though the red indicator light flashes when I press them) and moves the cursor accordingly. The ‘Ok’ button also registers a red light when pressed but nothing happens. And I’ve tried selecting all four languages just to bypass.

Thanks for the help by the way, any ideas on my next step? Send back?
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Contributor

Re: Unable to select language on flex box with XR16 remote.

I’m going to have someone take a look tomorrow. You can also try swapping for a new remote and flex device at an xfinity retail store.
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Contributor

Re: Unable to select language on flex box with XR16 remote.

Can you try replacing the batteries as as last resort and see if that fixes it?
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Official Employee

Re: Unable to select language on flex box with XR16 remote.

Hi All - 

 

For those having issues with language selections, can you try connecting your device over ethernet and then reboot your device before attempting to select the language?  Once you have activated you can re-connect over Wifi.  Sorry for the inconvenience.  


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
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Frequent Visitor

Re: Unable to select language on flex box with XR16 remote.

Ok, so while inconvenient (TV w/ Flex is downstairs and modem and router are upstairs) connecting to ethernet eventually worked!
Here was the process: Connected ethernet to Flex device and it booted up to the three language screen select this time. Had always been the four language screen up to this point using WiFi. Same result, however. Could scroll up and down but not select either of the three languages.

After a couple minutes a ‘Remote not working?’ menu popped up with guidance on how to pair/unpair and making sure the remote is pointed directly at the box (lol, thanks - tried that 20+ times). I did it twice more and nothing happened.

I was unable to select the ‘Ok’ button to acknowledge the ‘Remote not working?’ pop-up. So I started writing a response and after a couple minutes the device (Flex) looked like it randomly rebooted once, possibly twice and bingo! Remote works!

Just to note, I did try swapping out the batteries as mentioned above and that didn’t work. Looks like connecting to ethernet is the golden ticket. Luckily I had a moveable mesh point with ethernet port.

Thanks to all for the help!
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New Poster

Re: Unable to select language on flex box with XR16 remote.

Thanks for letting us know exactly what happened!  The same thing happened to me, so I connected with Ethernet.  I was getting no response, but in a few minutes the "remote not working?" came up just as you said.  So then I followed your narrative and everything happened exactly as it did for you. So far everything is working. Saved a lot of frustration by waiting a few minutes here and there for things to work themselves out.

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New Poster

Re: Unable to select language on flex box with XR16 remote.

Ethernet hook up also worked for me! After hooking up with the ethernet and connecting successfully, I  then unhooked the ethernet to set up wi-fi connection to Flex. Then moved the Flex back to the orignlal TV. 

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New Poster

Re: Unable to select language on flex box with XR16 remote.

Thank you for posting this! 😎

Your post was 'the solution' to my activation problems as well. The ethernet cable (and patienly waiting for the box to recognize the remote) is the answer to getting the xr16 remote to function (past the language selection). Even got the Flex to find my wifi. 

I am now up and running... into new problems w/ voice control... but that's another thread. LOL.

 

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New Poster

Re: Unable to select language on flex box with XR16 remote.

Amazing that so many people on here are having the same issue and there doesn’t seem to be a solid fix. I’ve tried every option listed in this thread and nothing works. Doesn’t seem to be worth the hassle. You would think that these hardware/software issues would be corrected prior to the launch of Peacock.