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Ignite stuck on Welcome screen

Koiraberg
I've Been Here Awhile
My ignite box has been stuck on the Welcome screen for nearly an hour now - every so often I will get a black screen, then the Welcome screen comes back again.
Internet is working and our other box in another room is working normally. Any tips would be most appreciated!
1 ACCEPTED SOLUTION

Accepted Solutions

Re: Ignite stuck on Welcome screen

Koiraberg
I've Been Here Awhile
Ended up getting touch with customer service, and they concluded it was a box issue and will be sending a technician with a new box. They did say it is a known issue with no other solution. Thanks everyone for weighing in!

View solution in original post

37 REPLIES 37

Re: Ignite stuck on Welcome screen

tehx2
I've Been Here Awhile

Ignite TV been stuck welcome screen 3days now

Re: Ignite stuck on Welcome screen

Ataylor0412
I've Been Here Awhile
I'm having the same problem. For about 24 hours now. Only on 1 of 4 cable boxes. Nothing is working. Not unplugging box. Or main modem. Am trying a system refresh (new option added in help screen). So far nothing. 😒

Re: Ignite stuck on Welcome screen

We had a widespread issue that was similar to this about 5 weeks ago.  The solution was to first power-cycle the XB6 modem and then (after the status light turns solid white) power-cycle each set-top-box.

Re: Ignite stuck on Welcome screen

natluc
I'm Here A Lot

The stuck on welcome screen happened for me as well on a single box. After multiple router and box re-boots I called Rogers and a technician came and replaced the box.

Re: Ignite stuck on Welcome screen

just had the fourth or fifth ignite box failure...this is beyond ridiculous ...

Re: Ignite stuck on Welcome screen

Although a box can sometimes fail, it's almost impossible to have 2 or more box failures, much less 4-5.  This indicates to me that you have another issue. It's almost always related to signal problems at your home or in your neighbourhood.  This was proven time and again with digital cable and is being repeated on IgniteTV.

 

Although a new box sometimes seems to solve a problem, most people find that the problem will return shortly because the problem was not the box.  With many IgniteTV installations utilizing WiFi, that brings another parameter (poor WiFi, or WiFi interference from say neighbours or whatever connection you have between the various boxes) into play.  So that needs to be checked properly also.



Re: Ignite stuck on Welcome screen

FH5
I'm Here A Lot

I have the exact same problem as you. Tried resetting box . That didn't work .  This really aggravating, its the Livingroom one that is stuck.  Its the main one.  

Re: Ignite stuck on Welcome screen

flip59
I've Been Around

Exactly the same problem that i'm seeing. I have 6 boxes, 5 work fine but one is stuck on the welcome screen. Incidentally, it is also the main one,  closest to the Modem is the one frozen. Rebooted everything multiple times in multiple orders and it didn't fix it. 

Re: Ignite stuck on Welcome screen

whocares5
I've Been Here Awhile

Same or similar problem. One is stuck on the welcome screen and another on the picture screen. The 2 other boxes in the house are fine, internet is fine, phone is fine. Rebooted everything multiple times.  After chat with Rogers support, moved to Tech support. They decided it was a software problem (their words, not mine) and both boxes need to be replaced. Everything was brand new in boxes as of Sept 26th so 2 weeks! Not a signal strength problem - checked by Rogers 2 weeks ago + everything else works fine. Not a WiFi problem (checked by Rogers + one sits perhaps 12 feet from the Rogers Ignite Router and the other perhaps 8 feet from a Rogers repeater). One of the 2 boxes that still work is MUCH further away. Very frustrated.

Re: Ignite stuck on Welcome screen

Koiraberg
I've Been Here Awhile
Ended up getting touch with customer service, and they concluded it was a box issue and will be sending a technician with a new box. They did say it is a known issue with no other solution. Thanks everyone for weighing in!

Re: Ignite stuck on Welcome screen

Hi Community!

 

We’re sorry that you have been unable to watch Ignite TV due to technical issues. Whenever you experience issues watching TV, always try unplugging your modem and Ignite TV box from the power source. Wait at least one minute. Plug the modem back in first and wait until you see the white light. Then, plug in the Ignite TV box. This should resolve most issues. If you are still unable to connect, contact us 1-888-764-3771 and a Technical Support specialist will be happy to assist you.  

 

 

RogersZia

Re: Ignite stuck on Welcome screen

FH5
I'm Here A Lot

Thankyou.  It's still not working tho.  Will have to call.

 

Re: Ignite stuck on Welcome screen

-G-
Resident Expert
Resident Expert

I fell asleep with the TV on and woke up to a Welcome screen this morning.  The weird thing was that audio from the current channel was playing...  and I could open the Guide... and change the channel... but could not get video to stream.  All that I got was audio and the Welcome screen.  I cycled power on the set-top box and everything went back to normal.

Re: Ignite stuck on Welcome screen

Hagedoen
I've Been Around

My ignite won’t leave screen to get to shows did everything unplugged power hit Rogers button and button A and still won’t leave Welcome screen

Re: Ignite stuck on Welcome screen

jjjjy7
I'm a Reliable Contributor

This is a KNOWN Rogers issue.  If your box is stuck on the Welcome screen you have an older box (most likely a white sticker on the bottom) and the box will need to be changed.  There is a software issue/glitch and Rogers has since changed out the boxes to a new manufacturer- though they still look the same.  You will need a tech to replace your box.  Rogers Mods, please stop with reset your box/modem comments.  This is a known issue.

Re: Ignite stuck on Welcome screen

FH5
I'm Here A Lot

Your right.  As soon as I told them the problem they said they would courier a box out to me. Just like that. 

Re: Ignite stuck on Welcome screen

whocares5
I've Been Here Awhile

Ditto.  Tech came on Sunday, tossed the box and replaced it with a new one.  Yes, white sticker on the bottom (I had 4, all brand new not 2 weeks before so Rogers is clearly still drawing down old stock - the other 3 still work but for how long?)  Tech said it was a known software problem that he sees all the time, and the new box does look similar but has a brand new remote (fewer functions, close but absolutely not the same).  

 

Something interesting - I moved a working box from a different TV, figuring if it worked for one it should work for the other.  It didn't, seemingly frozen on the picture screen.  I returned it to the original TV and surprise, it worked.  I asked the Tech and he said each box is twinned with just one remote - had I moved both the box and remote (which I did not) it should have worked fine.  I never even thought about the remote since they look identical, but have no other explanation.  By the way, Tech said my modem and repeaters were fine, good signal strength all around so no way this glitch had anything to do with my set-up as per some of the other helpful posters suggested.

 

Agreed, Rogers please don't just repeat the tired advice to restart the modem.  I did it 4 times, EXACTLY as you said and got bupkis.

Re: Ignite stuck on Welcome screen

Ataylor0412
I've Been Here Awhile
I am currently waiting for a new box to be delivered from this issue. They told me 2 weeks to get me a new one. 😒Completely unacceptable. I had the same idea to bring one in from another room . However I did bring the proper remote and it still would not leave the welcome screen until it was back in the room I took it from. Also, like stated ... if they know the original boxes that went out are all eventually going to crash (or whatevers happening) why not just switch them all out while we're at it?!

Re: Ignite stuck on Welcome screen

Yes,  you would need to move the remote WITH the box.  The new remotes actually are paired with the box via RF and not IR.
(technically, you could move the rogers box and hide it out of view and it would still work).


As for the moving the box.. i MIGHT know what happening?
If you have the mesh pods, etc set up.. while technically would only have one SSID for the whole house, there are technically 2-X 'access points' in the house.
When I had an issue and was getting support to re-connect me to the wireless.. the box will pick up the same SSID on each access point.   So A, B, etc. all named the same.  And you tell it to connect to one specifically.

I wonder if its moved too far away from the one that its trying to connect to?

Re: Ignite stuck on Welcome screen

loriannt
I've Been Around

We have three ignite boxes. Two work and one does not. We have tried rebooting it. Restarting it. Resetting it. We have changed the cables. Changed the HDMI port too. And nothing. We rebooted the modem and it still refuses to work.
The welcome screen comes up but it never goes any further. Is it possible we have a defective unit?

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