Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,807,893

members

60

online now

1,953,746

discussions

Top

Video Freezes & Will Resume Shortly

New Poster

Video Freezes & Will Resume Shortly

I have been trying to watch the Good Wife & Elementary and the videos keep freezing, stops playing and the message "Your video will resume shortly" appears.  The video never resumes.  I've tried rebooting/restarting and replaying, picking up where I left off and the same problem occurs.  What is causing this?  Any suggestions to fix the problem?  Thanks.

Silver Problem Solver

Re: Video Freezes & Will Resume Shortly

have you tried watcing them on your tv to see if they work there?

New Poster

Re: Video Freezes & Will Resume Shortly

not yet but will do so.  tried watchining using google chrome too and not any better.

Silver Problem Solver

Re: Video Freezes & Will Resume Shortly

its very hard to troublshoot issues with computers as everyone has different software on them, everyone has different internet speeds, a lot of people dont have updated silverlight or updated flash, firewalls and antivirus cause problems, most people have spyware and viruses.   Have you tried simply restarting your computer?

New Poster

Re: Video Freezes & Will Resume Shortly

It's been working fine up until today.  No changes to my computer that I know of. The on demand seemed fine on TV so it must be something else.   Turned computer off/on, restarted, etc- that didn't help.  Not sure what the problem is, but thanks for trying to help.

 

Official Employee

Re: Video Freezes & Will Resume Shortly


mgm1128 wrote:

It's been working fine up until today.  No changes to my computer that I know of. The on demand seemed fine on TV so it must be something else.   Turned computer off/on, restarted, etc- that didn't help.  Not sure what the problem is, but thanks for trying to help.

 


Please go to www.xfinitytv.com/computer and copy the information you see on-screen and paste it in this thread so we can further assist you.

 

Thanks,

Joe
XfinityTV.com/Xfinity.com Support




Community Icon
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am an Offical Comcast Employee.
Official Employees are from multiple teams within Comcast.
We ask that you post publicly so people with similar questions may benefit.
Was your question answered? Mark it as an accepted solution!solution Icon
Community Icon
I am a Comcast Employee.
Please post so people with similar questions may benefit.
Was your question answered?
Mark it as a solution!solution Icon
Frequent Visitor

Re: Video Freezes & Will Resume Shortly

Same thing happening to me - here is the info you requested -

My Device Information My Zip Code: 80126 My Cable Provider: Comcast Denver Metro Digital Use Dac: false My Conroller ID: 178 My Map ID: 122 My Persona ID: 6985 My myDVR Manager Status: activated My Set Top Box Names: DVR 1 My Queue setup: false Facebook Queue Syncing: false Facebook Connect: false My public IP address: 76.120.115.139 My operating system: Windows -  Windows NT 6.1 My web browser: Explorer 10 - Mozilla/5.0 (compatible; MSIE 10.0; Windows NT 6.1; Trident/6.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; .NET4.0C) My system type: Desktop computer or other device My Silverlight version: 5.1.20125.0 My Flash version: 11.7.700.169 Javascript: enabled                     Cookies: Enabled (2868 Bytes). Time Information My Clock Time: Tue Apr 9 13:27:32 MDT 2013 Server Clock Time: Tue Apr 9 13:27:33 MDT 2013

My Account Information In Home Authenticated: false Primary Account: true Provider Codes: s, bi, bj, cy, bq, ce, cd, cf, aw, ar, dc, cg, cq, da, cu, au, bv, b, cz, u, c, br, cx, bt, cm, h, ad, bw, d, al, bh, ci, a, y, bx, cp, bu, by, cn, ax, bs, at, ct, cb, ch, cs, e, aj, cv, bz, db, bm, co, bl, bp, cw, bo, j, cc, f, m, bn Internet Subscriber: true Cable TV Subscriber: true Voice Subscriber: true
New Poster

Re: Video Freezes & Will Resume Shortly

Today, I tried to watch Dallas, Elementary and Good Wife.  Dallas- message received was try again/refresh (did that and still didn't play).  Elementary & Good Wife- started playback and just before video started- a message popped up that read Your video will resume shortly.  Note- this was from our home desktop and I tried to to watch the other day from my laptop so I am receiving the same message from two different computers.  I'll send that computer info tomorrow.

 

My Zip Code:UnknownMy Cable Provider:UnknownUse Dac:trueMy Conroller ID:110My Map ID:96My Persona ID:6116My myDVR Manager Status:My Set Top Box Names:My Queue setup:falseFacebook Queue Syncing:falseFacebook Connect:falseMy public IP address:2601:c:900:26:3526:9969:989c:c990My operating system:Windows -  Windows NT 6.1My web browser:Explorer 9 - Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; WOW64; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MDDC; InfoPath.2)My system typeesktop computer or other deviceMy Silverlight version:4.1.10329.0My Flash version:11.5.502.146Javascript:enabled                   

Cookies:Enabled (3017 Bytes). Time Information My Clock Time: Tue Apr 9 23:06:31 EDT 2013 Server Clock Time: Tue Apr 9 23:06:30 EDT 2013

New Poster

Re: Video Freezes & Will Resume Shortly

I left off some info at the bottom- sorry.  Will send laptop info tomorrow.

 

My Zip Code:UnknownMy Cable Provider:UnknownUse Dac:trueMy Conroller ID:110My Map ID:96My Persona ID:6116My myDVR Manager Status:UnknownMy Set Top Box Names:UnknownMy Queue setup:falseFacebook Queue Syncing:falseFacebook Connect:falseMy public IP address:2601:c:900:26:3526:9969:989c:c990My operating system:Windows -  Windows NT 6.1My web browser:Explorer 9 - Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; WOW64; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; MDDC; InfoPath.2)My system typeesktop computer or other deviceMy Silverlight version:4.1.10329.0My Flash version:11.5.502.146Javascript:enabled                    disabledCookies:Enabled (3017 Bytes). Time Information My Clock Time: Tue Apr 9 23:06:31 EDT 2013 Server Clock Time: Tue Apr 9 23:06:30 EDT 2013

My Account Information In Home Authenticated: false Primary Account: true Provider Codes: s, bi, bj, cy, bq, ce, cd, cf, g, ak, aw, ar, dc, dd, cg, cq, da, cu, au, bv, b, cz, u, cr, c, br, cx, bt, cm, h, ad, bw, d, al, bh, ci, a, y, bx, bb, bc, cp, bu, by, cn, ax, bs, at, ct, cb, ch, cs, e, aj, cv, bz, db, bm, co, bl, bk, bp, cw, cj, bo, j, i, cc, f, m, bn Internet Subscriber: true Cable TV Subscriber: true Voice Subscriber: true
New Poster

Re: Video Freezes & Will Resume Shortly

I have been experiencing exactly the same thing trying to watch Elementary.  What is it with CBS & Comcast?  You don't have The Mentalist, or Person of Interest, as far as I can find - and now I can't watch Elementary either???  Not many NBC programs I care about, so rarely have a problem with their programming.  Had a few issues with CW shows on occassion.

 

My information:

My Device Information My Zip Code: 97321 My Cable Provider: Recommended by Comcast Use Dac: true My Conroller ID: 188 My Map ID: 165 My Persona ID: 7543 My myDVR Manager Status: activated My Set Top Box Names: DVR 1, DVR 2 My Queue setup: false Facebook Queue Syncing: false Facebook Connect: false My public IP address: 24.21.125.228 My operating system: Windows - rv:19.0 My web browser: Firefox 19 - Mozilla/5.0 (Windows NT 6.1; WOW64; rv:19.0) Gecko/20100101 Firefox/19.0 My system type: Desktop computer or other device My Silverlight version: 5.1.20125.0 My Flash version: 11.6.602 Javascript: enabled Cookies: Enabled (2959 Bytes). Time Information My Clock Time: Tue Apr 09 2013 23:35:46 GMT-0700 (Pacific Daylight Time) Server Clock Time: Tue Apr 09 2013 23:35:35 GMT-0700 (Pacific Daylight Time) My Account Information In Home Authenticated: false Primary Account: true Provider Codes: s, bi, bj, cy, bq, ce, cd, cf, aw, ar, dc, dd, cg, cq, da, cu, au, bv, b, cz, u, cr, c, br, cx, bt, cm, h, ad, bw, bh, ci, a, y, bx, bb, bc, cp, bu, by, cn, ax, bs, at, ct, cb, ch, cs, cv, bz, db, bm, co, bl, bk, bp, cw, bo, j, cc, bn Internet Subscriber: true Cable TV Subscriber: true

This message popped up when I tried to post: Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and submit the message when you are satisfied.

 

New Poster

Re: Video Freezes & Will Resume Shortly

My Device Information My Zip Code: 80919 My Cable Provider: Recommended By Comcast Use Dac: True My Conroller ID: 179 My Map ID: 2 My Persona ID: 9922 My myDVR Manager Status: Activated My Set Top Box Names: DVR 1 My Queue setup: True Facebook Queue Syncing: False Facebook Connect: False My public IP address: 75.70.27.146 My operating system: Windows - Undefined My web browser: Chrome 26 - Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.31 (KHTML, Like Gecko) Chrome/26.0.1410.64 Safari/537.31 My system type: Desktop Computer Or Other Device My Silverlight version: 5.1.20125.0 My Flash version: 11.7.700 Javascript: Enabled Cookies: Enabled (2831 Bytes). Time Information My Clock Time: Wed Apr 17 2013 18:54:44 GMT-0600 (Mountain Daylight Time) Server Clock Time: Wed Apr 17 2013 18:54:36 GMT-0600 (Mountain Daylight Time)

My Account Information In Home Authenticated: False Primary Account: True Provider Codes: Bi, Bj, Bq, Ce, Cd, Cf, Aw, Dc, Dd, Da, Cu, Bv, B, Cr, C, Cx, Cm, Bw, Bh, Ci, A, Y, Bx, Bb, Bc, Bu, By, Cn, Ax, Bs, At, Ct, Cb, Ch, Cs, Cv, Db, Bm, Co, Bl, Bk, Cw, Cj, Bo, J, Cc, Bn Internet Subscriber: True Cable TV Subscriber: True Voice Subscriber: True
New Poster

Re: Video Freezes & Will Resume Shortly

I have been having the same problem for several weeks now. Originally I thought it was my internet connection at my apartment but the same thing is happening at my parent's house. It's definitely not the internet connection. My flash players and all are up to date, so it's not that. I'm pretty sure it's something on Comcast's end.

 

I have a Macbook, OS X 10.6.8 Snow Leopard. My browser is the latest version of Google Chrome. I've also noticed that I still have the same problem using Firefox and Safari. It is not the browser. Cookies are enabled, caches cleared... and I've turned it off and on again. The problem still persists.

 

I have the same problem with movies and tv shows from various networks. The video just stops and then after a while it will start playing again. It's been getting worse: freezing more often and for longer periods of time. 

 

I only have this problem with videos played on Xfinity's website. Videos on YouTube/Vimeo/etc play through just fine with no problem at all. I'd really like to figure out how to get this fixed. 

Regular Visitor

Re: Video Freezes & Will Resume Shortly

My Device Information My Zip Code: 48183 My Cable Provider: Recommended By Comcast Use Dac: True My Conroller ID: 156 My Map ID: 65 My Persona ID: 4877 My myDVR Manager Status: Activated My Set Top Box Names: DVR 1 My Watchlist setup: False Facebook Watchlist Syncing: False Facebook Connect: False My public IP address: 67.167.136.13 My operating system: Mac - Undefined My web browser: Safari 7 - Mozilla/5.0 (Macintosh; Intel Mac OS X 10_9) AppleWebKit/537.71 (KHTML, Like Gecko) Version/7.0 Safari/537.71 My system type: Desktop Computer Or Other Device My Silverlight version: 5.1.10411.0 My Flash version: 11.9.900 Javascript: Enabled Cookies: Enabled (2276 Bytes). Time Information My Clock Time: Mon Dec 09 2013 18:25:59 GMT-0500 (EST) Server Clock Time: Mon Dec 09 2013 18:25:59 GMT-0500 (EST)
My Account Information In Home Authenticated: False Primary Account: True Provider Codes: S, Gt, Du, Cy, Fk, Ep, Eq, Hc, Dm, Cq, Dd, Hb, Eu, Ey, Ee, Fm, U, Gz, Fc, Eh, Bt, Gi, Ja, Bw, Jg, Gf, Bu, By, Em, Ax, Bs, At, Bl, Ix, Gd, Fo, Bp, Gw, Gr, Iy, K, Dg, Dt, Bn, Ha, Bi, Bj, Ce, Ez, Dx, Gk, Fh, Fd, Do, Fy, Is, Au, Ew, Ed, B, Go, Dj, De, H, Fa, Ci, A, Fx, Gq, Cp, Jf, Cw, Ge, Ea, Cb, E, Eb, Bz, Co, Gh, Ir, Jc, Gn, Dp, Gg, Gl, Dh, F, M, En, Gp, Fi, Cd, Cf, Fb, Ar, Cg, Df, Cu, Cz, Cr, C, Br, Fe, N, Ex, Ga, Fw, Bh, Fz, Bx, Dw, Bb, Bc, Fn, Ff, Dv, Fs, Ct, Cs, Et, Cv, Gv, Fr, Db, Dr, Bm, Jb, Gm, Bk, Er, Fv, Dy, Cj, Bo, Dn, Ft, Bq, G, Aw, Dc, Dl, Da, Im, Fq, Fl, Bv, El, Di, Fu, Cx, Dk, Dq, Fg, Cm, Fp, Ds, Eo, Gx, D, Ej, Y, Es, Gj, Ev, Ht, Gc, Fj, Cn, Ch, Gb, Eg, Cc Internet Subscriber: True Cable TV Subscriber: True Voice Subscriber: True
 
Regular Visitor

Re: Video Freezes & Will Resume Shortly

What is the fix.

New Poster

Re: Video Freezes & Will Resume Shortly

I had the same problem, only with a different show "Justified." It happened over and over again at the first commercial break. Once when it happened, rather then closing the video I opened another website and was distracted for about 10-15 minutes when all of a sudden the video resumed. If I wait long enough the video does resume, but there is no indication that the video is buffering. Just an alert telling me that my video will resume shortly. It should say in about 10 or 15 minutes.

Regular Visitor

Re: Video Freezes & Will Resume Shortly

I've been having the same problem intermittenly lately. Tried watching orphan black episode, no luck but i can go select something else and it works just fine. That should be proof enough that it is not my computer. The problem is convincing comcast that it appears to be a problem on their end.

Regular Contributor

Re: Video Freezes & Will Resume Shortly

Just a couple suggestions, the three people who posted their computer information showed they have Flash versions 11.6.602, 11.7.700 and 11.9.900 and the latest version is 13.0.0.206; you can alway check the version that your browser is using and see the most current versions by going here: http://www.adobe.com/software/flash/about/ if you don't have the most recent version use the "Player Download Center" to download and install the most recent version.

 

As an alternative, you can always go directly to the networks own website and watch from there. Almost all networks i.e. ABC, CBS, NBC, Fox, the CW, FX, HBO have streaming available from their site and they don't appear to have the same issues that the Xfinity site does.

 

- Norm

Regular Visitor

Re: Video Freezes & Will Resume Shortly

My PC is on the current flash 13.0.0.206 as well as all the latest windows 7 and IE version/updates. My computer is always up-to-date with all adobe/windows/application updates. For all vendors I have auto updates on in Notify mode so that I actually control when and know when the updates occurred. I usually install them immediately BUT having them notify me and staying in control keeps me aware of when they get installed and I test all my apps afterwards. As a pc support and systems administrator with 25 years of experience now, I know that some updates do break things, and its why, on my personal computers I do things this way. This way I am always up-to-date and if after an update something is broken, I know the updates are suspect as the cause.

 

As regard to the video will resume shortly problem, with no changes to my computer, the next day after it first occurred for me, I was able to watch the orphan black video I had issues with originally with no problem. BUT the next day after that I went to watch the next episode and the problem re-occurred. So unfortunatly I think the only way to solve the problem would be for someone to call in when the problem is actually happening so that a tech can see exactly what is going on and troubleshoot it at the time of occurrance.

New Poster

Re: Video Freezes & Will Resume Shortly

I had the same thing happen with Orphan Black. Everything else works. I think its on Comcast end. I told them that. We went through every fix and it still did it. Surprise surprise. Its occurs when the commercials come up. There seems to be a problem when going to the commercial or from the commercial. Freakin commercials. Thats the problem. The shift from the commercial to the program. They will have you waste lots of time trying to fix your computer. Comcast needs to fix this.

New Poster

Re: Video Freezes & Will Resume Shortly

I tried that and they tried to convince me it was my computer. They ended up giving up! Sent the issue up the chain whatever that means and yes its still doing it witn Orphan Black and I have the latest flash. 

New Poster

Re: Video Freezes & Will Resume Shortly

     Same thing happened to me trying to watch Modern Family.  Is there a resolution to this issue?    

 

My Device Information My Zip Code: Unknown My Cable Provider: Unknown Use Dac: true My Conroller ID: 37 My Map ID: 7 My Persona ID: 5654 My myDVR Manager Status: Not Installed My Set Top Box Names: Not Installed My Watchlist setup: true Facebook Watchlist Syncing: false Facebook Connect: false My public IP address: 64.9.76.165 My operating system: Windows - rv:41.0 My web browser: Firefox 41 - Mozilla/5.0 (Windows NT 6.1; WOW64; rv:41.0) Gecko/20100101 Firefox/41.0 My system type: Desktop computer or other device My Silverlight version: 5.1.40728.0 My Flash version: 19.0.0 Javascript: enabled Cookies: Enabled (2204 Bytes). Time Information My Clock Time: Fri Sep 25 2015 10:14:01 GMT-0400 (Eastern Standard Time) Server Clock Time: Fri Sep 25 2015 10:17:47 GMT-0400 (Eastern Standard Time)


lwahlestedt wrote:

I tried that and they tried to convince me it was my computer. They ended up giving up! Sent the issue up the chain whatever that means and yes its still doing it witn Orphan Black and I have the latest flash.