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xfinitytv main page blank

Frequent Visitor

xfinitytv main page blank

I'm having intermittant issues where the main page for xfinitytv.comcast.net is completely blank. This only happens when I'm logged in. If I go to the comcast main page and log out, then go back to xfinitytv, it shows up as normal (obviously without showing queue, recs, or history), but once I log in again, it's blank. If I wait about 10 minutes and try again, it works fine.

 

I have tried:

Clearing cache, cookies, history, and favorite site data

Multiple browsers: IE9, Firefox 12, Chrome 21 all have the same problem

Multiple logins: doesn't matter if I use my primary or secondary uids

 

I have verified:

Flash is current (11.4 r402)

Silverlight is current (5.1.10411.0)

Javascript:enabled

Cookies:enabled

 

My OS is Windows 7

 

Any ideas what may be causing this?

Official Employee

Re: xfinitytv main page blank


msloane2 wrote:

I'm having intermittant issues where the main page for xfinitytv.comcast.net is completely blank. This only happens when I'm logged in. If I go to the comcast main page and log out, then go back to xfinitytv, it shows up as normal (obviously without showing queue, recs, or history), but once I log in again, it's blank. If I wait about 10 minutes and try again, it works fine.

 

I have tried:

Clearing cache, cookies, history, and favorite site data

Multiple browsers: IE9, Firefox 12, Chrome 21 all have the same problem

Multiple logins: doesn't matter if I use my primary or secondary uids

 

I have verified:

Flash is current (11.4 r402)

Silverlight is current (5.1.10411.0)

Javascript:enabled

Cookies:enabled

 

My OS is Windows 7

 

Any ideas what may be causing this?


Do you have any anti-virus software installed?

 

Are you on a wired or wireless internet connection?

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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New Poster

Re: xfinitytv main page blank

I am having the same problem. I am on a wired connection but do have a wireless router hooked up. Also the only anti-virus software I have is MS Security Essentials.

 

Please Help!

Thanks

Official Employee

Re: xfinitytv main page blank


cincinrn31 wrote:

I am having the same problem. I am on a wired connection but do have a wireless router hooked up. Also the only anti-virus software I have is MS Security Essentials.

 

Please Help!

Thanks


Try using a different web browser and let me know if it works. This is not a permanent solution but it will help us narrow down your issue.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Frequent Visitor

Re: xfinitytv main page blank

I have Norton Internet Security (from comcast) installed, and updated. My computer is hardwired to my router.

 

I have also tried using one of the other computers on my home network (wireless) as well as a friend's computer (off site). Both were also using either NIS or comcast constant guard. No issues on either one.

Official Employee

Re: xfinitytv main page blank


msloane2 wrote:

I have Norton Internet Security (from comcast) installed, and updated. My computer is hardwired to my router.

 

I have also tried using one of the other computers on my home network (wireless) as well as a friend's computer (off site). Both were also using either NIS or comcast constant guard. No issues on either one.


Try bypassing your router and connecting your modem straight into your computer. This will narrow down if it is a network connection or a computer conflict.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe


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Official Employee

Re: xfinitytv main page blank

msloane2,

 

Check it now. I think you had a corrupt account setting that was causing the problem.  Let us know if it's working now, if not we'll keep looking into it.

 

- Dan


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Frequent Visitor

Re: xfinitytv main page blank

Dan

 

Looks good so far, thanks! Multiple reloads and refreshes yielded no problems. However, this was an intermittant issue, so who knows. I'll keep an eye on it and repost to this thread if it recurs.

 

Just out of curiosity, what was the corrupted acct setting you mentioned? If I run into this issue in the future, I'd like to be able to tell whomever where to look.

 

-MS

Official Employee

Re: xfinitytv main page blank

Hmm...if it was intermittent then we better hold off on celebrating just to make sure it wasn't a coincidence. I was able to confirm that it was an issue with the personalization data (queue and history) and not a computer issue. Unfortunately I'm still trying to track down the exactly what about the data was wrong. (I can't directly see the data for privacy reason).

 

I'm still looking into this, but hopefully it won't happen again. If it does, post to this thread and we'll see what additional information we can find out. For this issue, any other avenue of contact is going to be slower. If it happens again you can always go to straight to another page on the site so at least you'll have some features working while we try to resolve the issue. (http://xfinitytv.comcast.net/movies/)

- Dan


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Official Employee

Re: xfinitytv main page blank

cincinrn31,

 

Based on what I can see, you're not having the same technical issue as the other person on this thread.  Are you seeing this issue on all browsers? Can you access any other pages on the website (xfinitytv.comcast.net/movies or xfinitytv.comcast.net/mytv/history)? If this is affecting all pages please try clearing your cache and cookies and see if that helps.

 

- Dan


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Frequent Visitor

Re: xfinitytv main page blank

Yes, the issue was on all browsers on this PC. (It didn't seem to affect other PCs, but then, it was intermittant.)

I had no issues accessing other parts of xfinitytv.comcast.net site, just the main page when logged in, and my queue page. didn't try accessing my history page at that time. And clearing cache/cookies was one of the first things I tried. Smiley Happy

New Poster

Re: xfinitytv main page blank

Having the same problem. If I am logged out, I can access every page. As soon as I Sign In, the XfinityTV home page goes blank. Cleared Cache and Cookies, as well as tried other browsers. I am only running Security Essentials.

 

Please Help,

Thanks

Frequent Visitor

Re: xfinitytv main page blank

Arg! The issue has returned. Smiley Sad Tried adding some movies to my queue, but they never showed up in queue. So I tried logging out and logging back in again - blank screen of death.

 

Hmm, the bsod... the server's not running on WinNTServer4 is it? (just kidding)

Official Employee

Re: xfinitytv main page blank

TheTNation, msloane2,

 

I'm looking into it.


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Official Employee

Re: xfinitytv main page blank

Has this reoccured at all in the last couple days?


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Frequent Visitor

Re: xfinitytv main page blank


ComcastDaniel wrote:

Has this reoccured at all in the last couple days?


 

Not so far. Used the site twice since last post.

Frequent Visitor

Re: xfinitytv main page blank


msloane2 wrote:

ComcastDaniel wrote:

Has this reoccured at all in the last couple days?


 

Not so far. Used the site twice since last post.


Just happened again. 8/30/2012 @ 21:20

 

[EDIT] as usual, wait a few minutes (in this case 24) and it starts working again.

Official Employee

Re: xfinitytv main page blank

Is that eastern time?


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Frequent Visitor

Re: xfinitytv main page blank


ComcastDaniel wrote:

Is that eastern time?


yes

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