New Poster
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3 Messages
Stuck at “Pairing your set-tip box with Wireless gateway”
Box was working fine. Now it stays at the “Let’s start by pairing your set-top box with your wireless gateway.” Screen.
- Have my own modem.
- Remote will not work to select the 2 options of “initiate pairing” and “Manual Setup”
Like I said the box was working fine for about a week. No it’s stuck here. Have unplugged and let sit for over a day, plug it back in and get the same screen after the welcome screen. Not sure why the remote won’t work but this would be resolved if I could select manual setup like I did the first time. Please help.
- Have my own modem.
- Remote will not work to select the 2 options of “initiate pairing” and “Manual Setup”
Like I said the box was working fine for about a week. No it’s stuck here. Have unplugged and let sit for over a day, plug it back in and get the same screen after the welcome screen. Not sure why the remote won’t work but this would be resolved if I could select manual setup like I did the first time. Please help.
XfinityChad
Official Employee
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1.2K Messages
4 years ago
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?
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Davidr2389
New Poster
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3 Messages
4 years ago
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XfinityChad
Official Employee
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1.2K Messages
4 years ago
Can you try unpairing your remote and see if that helps? go to xfinity.com/unpair and follow the steps
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Davidr2389
New Poster
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3 Messages
4 years ago
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XfinityChad
Official Employee
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1.2K Messages
4 years ago
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.
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chrismuse
New Poster
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3 Messages
4 years ago
Hello,
I'm having the same issue. Did you ever find an actual solution?
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XfinityChad
Official Employee
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1.2K Messages
4 years ago
Can you try and connect your device via an ethernet cable to your modem and see if that helps you get past that screen?
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geminismile
Contributor
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21 Messages
4 years ago
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.
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geminismile
Contributor
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21 Messages
4 years ago
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XfinityChad
Official Employee
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1.2K Messages
4 years ago
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.
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geminismile
Contributor
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21 Messages
4 years ago
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geminismile
Contributor
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21 Messages
4 years ago
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XfinityChad
Official Employee
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1.2K Messages
4 years ago
So what screen do you see now? The pairing screen?
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geminismile
Contributor
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21 Messages
4 years ago
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geminismile
Contributor
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21 Messages
4 years ago
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!
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