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Support XFINITY TV Troubleshooting the XFINITY XR2 and XR5 Remote Controls

Introduction

If you are experiencing one of the issues below using your XR2 or XR5 remote with your HD DTA or X1 Platform from XFINITY set-top box, please try the troubleshooting steps below to resolve the issue. If these steps do not resolve the issue, please contact us
XFINITY XR2 remote.

Set-Top Box Does Not Turn on When All Power Button is Pressed

Issue: A set-top box running the On-Screen Guide pictured below won't turn on when the All Power button is pressed on the remote.
XFINITY On-Screen Guide for either the RNG150 set-top box or the XG1 DVR.

  1. Check the battery power of your remote by following the "Checking the battery power of your remote" link in XFINITY TV on the X1 Platform  Remote Controls: XR2 and XR5. Is the battery power "good" or better?
    • Yes: Proceed to the next step.
    • No: Change batteries.
  2. If your set-top box is stored in a closet or in another room, have you properly paired the remote with your set-top box?
  3. If your remote has not been paired for RF, is there anything blocking the path between the remote and the set-top box?
    • Yes: Clear anything blocking the path between the remote and set-top box.
    • No: Proceed to the next step.
  4. Does the set-top box have power?
    • Yes: Proceed to the next step.
    • No: Make sure the power cable of the set-top box is properly connected to the device and plugged into an active electrical outlet.
  5. Press the Power button on the front of the set-top box. Does this turn on the device?

TV Does Not Turn on When All Power Button is Pressed

  1. Has your remote been programmed to work with your TV?
  2. Check the battery power of your remote by following the "Checking the battery power of your remote" link in XFINITY TV on the X1 Platform Remote Controls: XR2 and XR5. Is the battery power "good" or better?
    • Yes: Proceed to the next step.
    • No: Change batteries.
  3. Is there anything blocking the path between the remote and your TV?
    • Yes: Clear anything blocking the path between the remote and TV
    • No: Proceed to the next step.
  4. Does the TV have power?
    • Yes: Proceed to the next step.
    • No: Make sure your TV is plugged into an active electrical outlet.
  5. Press the Power button on the TV. Does this turn on the TV?
    • Yes: Chat with us for assistance.
    • No: Refer to your TV manufacturer's User Manual.

Buttons on the Remote are Unresponsive

  1. When you press a button on the remote, does a light flash green or red?
    • Yes: Proceed to step 3.
    • No: Proceed to the next step.
  2. Change the batteries. Does this resolve the problem?
  3. Check the battery power of your remote by following the "Checking the battery power of your remote" link in XFINITY TV on the X1 Platform Remote Controls: XR2 and XR5. Is the battery power "good" or better?
    • No: Change batteries.

Find this article at:

http://customer.comcast.com/help-and-support/cable-tv/troubleshoot-xr2-xfinity-tv-remote/