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New Web Portal: Cameras buffer forever, never load

Frequent Visitor

New Web Portal: Cameras buffer forever, never load

Whenever I go to the new web portal, the cameras buffer forever and never load. Specifically, on the "Overview" page, the center cell says "Buffering," and may switch to "Connecting," but I never see a picture. If I click to the "Cameras" page, I can see two of my three camera thumbnails on top alright, but the large cell, with the third camera, just keeps buffering forever.

 

The older web portal does not have this problem.

 

Suggestions?

 

Thanks.

Frequent Visitor

Re: New Web Portal: Cameras buffer forever, never load

I guess this isn't a hot topic, huh?

Official Employee

Re: New Web Portal: Cameras buffer forever, never load

Hi Kenlsaacson,

 

We're looking into fixing this issue on the new web portal and apologize for the inconvenience. In the mean time, please download the Xfinity Home mobile app on your mobile device to view your cameras there. If you could please give us feedback on whether your cameras load correctly on the mobile app, we would appreciate it.

 

Thanks,

Karen




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New Poster

Re: New Web Portal: Cameras buffer forever, never load

I'm having the same issue but with the Mobile app...It buffers forever and then says Camera preview did not load.  I have the latest version of the app.

Official Employee

Re: New Web Portal: Cameras buffer forever, never load

Hi Marclay - 

 

I pulled up your account & have opened up a ticket on your behalf so a tech can reach out to you directly to troubleshoot.

 

Thanks!

 

Rachel




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New Poster

Re: New Web Portal: Cameras buffer forever, never load

Thank you!

Frequent Visitor

Re: New Web Portal: Cameras buffer forever, never load

Karen,

 

I have the latest mobile app on my Galaxy S6 and my Tab 4. The cameras seem to seem to load alright there, except that sometimes there's a lengthy wait.

 

Also, periodically, I get an error message telling me that there's "trouble" connecting. (Not that the cameras are having this trouble, but the app itselft.) When this happens, sometimes I have to re-enter my login info. This problem was much more prevalent before the app update a few days ago. It's better now, but not completely gone.

 

So, do I understand correctly that the new web portal has an issue, and it's not just me?

 

Thanks.

Official Employee

Re: New Web Portal: Cameras buffer forever, never load

Hi Kenlsaacson,

 

Thanks for the feedback on the Xfinity home mobile app. We're working to improve the experience both on mobile apps and web portal.

 

That's right, there is an issue with older camera models on the new web portal. It is not just with your cameras. We've identified the issue and will be releasing a new version of the web portal soon. We apologize for the inconvenience. Thanks for your patience.

 

Karen




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Regular Visitor

Re: New Web Portal: Cameras buffer forever, never load

Is there an update on this issue?  I'm unable to view my cameras (iCamera 2) through the portal but I am able to on my phone.  Thanks!

Official Employee

Re: New Web Portal: Cameras buffer forever, never load

Hi jctii0 - 

 

I believe the issue you are experiencing is different from others posted on this thread.  Could you please reboot your touchscreen & let us know if this helps resolve the issue?  

 

Reboot your Touch Screen

  1. Go to your Touch Screen.
  2. Select Settings.
  3. Enter Master Code.
  4. Go to Advanced Settings.
  5. Reboot Touch Screen.
    • Select Re-boot Touch Screen.
    • Re-enter your Master Code.
    • Your XFINITY Home Touch Screen will re-boot.

 

Thanks!

 

Rachel




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Official Employee

Re: New Web Portal: Cameras buffer forever, never load

Hi KenIsaacson,

 

I just wanted to inform you that the work to potentially fix the issue you're seeing with cameras not loading in the subscriber portal is complete and will be included in an upcoming release.

 

We will keep you posted. Thanks for your patience.

 

Karen




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New Poster

Re: New Web Portal: Cameras buffer forever, never load

I have the same problem....I fall asleep watching the annoying 3 little dots blink at me!

New Poster

Re: New Web Portal: Cameras buffer forever, never load

@comcastkaren i have the same issue and would love to use an app but for some reason beyond me comcast decided not to make one for windows phone users.


ComcastKaren wrote:

Hi Kenlsaacson,

 

We're looking into fixing this issue on the new web portal and apologize for the inconvenience. In the mean time, please download the Xfinity Home mobile app on your mobile device to view your cameras there. If you could please give us feedback on whether your cameras load correctly on the mobile app, we would appreciate it.

 

Thanks,

Karen


 

Official Employee

Re: New Web Portal: Cameras buffer forever, never load

Hi koolmist1,

 

We apologize, but at this time, the Xfinity Home mobile app is supported on iOS & Android only.  We will be exploring support for additional platforms, including Windows mobile, in the future. 

 

Thanks,

Karen




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New Poster

Re: New Web Portal: Cameras buffer forever, never load

Hi. My two Home Security cameras do not load on the mobile app (neither on the I-phone nor the I-pad). I have rebooted the touchscreen and the cameras, deleted and reinstalled the apps on my devices, several times with no change. This has been going on for months. I have chatted three times with Xfinity folks with no one finding a solution. From reading this forum, it appears the Web Portal could be the problem. I have very old security cameras -- should I just get Xfinity to replace them?

Official Employee

Re: New Web Portal: Cameras buffer forever, never load

Hi lake_layabout - 

 

I'm sorry you haven't had a great experience with calling customer support.  I've opened up a ticket on your behalf so a tech can reach out to you directly to discuss the issues you are experiencing.  I'd also like to follow up with you here.

 

Thanks!

 

Rachel




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New Poster

Re: New Web Portal: Cameras buffer forever, never load

Rachel, thanks for getting a tech guy to follow-up my issue. His recommendation was to replace my touchscreen -- he said there had been 8 firmware upgrades since my aging touchscreen was put in service. The service guys just left after installing the new touchscreen, and that fixed the system. Apparently the old touchscreen could not load the latest firmware nor push the new data to the two cameras. Rebooting the touchscreen and cameras (which all of the chat people always asked me to do over and over), did not change anything.

 

Seems to me Xfinity/Comcast should set an "expiry date" for such critical system equipment, and proactively change it out when it passes that date.

 

Thanks again for your help!

Official Employee

Re: New Web Portal: Cameras buffer forever, never load

Hi lake_layabout -- 

 

No problem - I'm happy to help.  I saw the ticket was just resolved & closed out -- thanks for following up with me here.  I'm happy we were able to get this taken care of for you.  Also - thank you for the feedback, I'll pass it along to the appropriate team.

 

Rachel




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