Solved! Solved! Go to Solution.
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.
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.
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.
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.
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.
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.
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.
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?
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?