Ignite stuck on Welcome screen

[Koiraberg · Accepted solution]

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!

[RogersZia]

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

[FH5]

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

[-G-]

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.

[Hagedoen]

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

[jjjjy7]

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.

[FH5]

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

[whocares5]

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.

[Ataylor0412]

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?!

[Gdkitty]

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?