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what can i do to fix this error 6036

New Poster

what can i do to fix this error 6036

Whenever i try to watch a video it says error 6036. up until today i never had a problem viewing the particular series. other shows work, and i cleared all of my cookies ect before hand. what to do??

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Official Employee

Re: what can i do to fix this error


cioarts wrote:

Whenever i try to watch a video it says error 6036. up until today i never had a problem viewing the particular series. other shows work, and i cleared all of my cookies ect before hand. what to do??


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.

Also, please send the URLs of the videos that you are trying to watch.

 

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




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New Poster

Re: what can i do to fix this error

My Device Information My Zip Code: 19103 My Cable Provider: Comcast Philadelphia Area 1 Digital My myDVR Manager Status: Activated My Set Top Box Names: Living Room My Queue setup: False Facebook Queue Syncing: False Facebook Connect: False My public IP address: 68.192.210.176 My operating system: Windows - Undefined My web browser: Chrome 17 - Mozilla/5.0 (Windows NT 5.1) AppleWebKit/535.11 (KHTML, Like Gecko) Chrome/17.0.963.56 Safari/535.11 My system type: Desktop Computer Or Other Device My Move player version: Not Installed My Silverlight version: 5.0.61118.0 My flash version: 11.1 R102 Javascript: Enabled Cookies: Enabled

New Poster

Re: what can i do to fix this error

i also just uninstalled and reinstalled my silverlight, and still nothing!

Official Employee

Re: what can i do to fix this error


cioarts wrote:

i also just uninstalled and reinstalled my silverlight, and still nothing!


Try updating your video card's drivers and then try watching video on Xfinitytv.com again.

 

Let me know the results.

 

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




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New Poster

Re: what can i do to fix this error

hi joe, just to be certain, how would i go about updating my video cards servers?

Official Employee

Re: what can i do to fix this error


cioarts wrote:

hi joe, just to be certain, how would i go about updating my video cards servers?


Go here to learn how to update the drivers of your video card.

 

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




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New Poster

Re: what can i do to fix this error

ok, so i went rhough all steps and found my video card and downloaded the necessary items and restarted my computer. when i went to go watch my hbo series....      

This video cannot be played.

Sorry, this video is currently unavailable. (Error 6036)

Please check back soon.

LEARN MORE

 

 still nothing =-(

Official Employee

Re: what can i do to fix this error


cioarts wrote:

ok, so i went rhough all steps and found my video card and downloaded the necessary items and restarted my computer. when i went to go watch my hbo series....      

This video cannot be played.

Sorry, this video is currently unavailable. (Error 6036)

Please check back soon.

LEARN MORE

 

 still nothing =-(


Do you have your computer hooked up to a TV and are trying to watch it through there?

 

Also, can you please provide a screenshot if possible.

 

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




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New Poster

Re: what can I do to fix this error

Really, I've seen and heard enough of the same failed attempts through "Tech Support" This is very sad since I used to have a lot of respect for Comcast. Now, If I get a petition signed by all disgruntled Xfinity internet users on this very same subject; I guarantee you some heads are going to roll! 

 

Fix the problems now, or send someone to my house who is competent enough to do so!!

 

Ken  

Official Employee

Re: what can I do to fix this error

We recently have seen an increase in Error 6036 when trying to play a video. If you are trying to watch a video from your PC or Mac and you are receiving this error message, try uninstalling then re-installing Microsoft Silverlight. Go here for step-by-step instructions:

 

http://xfinitytv.comcast.net/help/technical-support/xfinity-tv-player/#silverlight-reinstall

 

If you followed the steps above and you are receiving the same error message, you must install an update for your video driver. Here is how to do it:

 

Windows XP, Windows Vista, Windows 7:


  1. Click the "Start" button and then click the "Control Panel" option.

2.  Click "Hardware and Sound" from the menu.

 

3.  Click on the "Device Manager" icon from the menu.

 

4.  Click on your graphics card icon from the menu on the left side of the Device Manager window.

 

5.  Click the "Drivers" tab at the top of the window that appears. The window should have a prompt saying "The drivers for this device are up to date."

 

6.  Click the "Update Driver" icon on the window if the drivers are out of date. Wait for the drivers to install on the system.

 

7.  Click the "Restart" button when prompted. When the computer restarts, the drivers will be up to date.

 

 

Mac OS X:


  1.  Click the Apple logo.

2.   On the "Apple" menu, click "Software Update."

 

3.   If there is a Mac OS X update available, you can install it. If there is a graphics driver update, it will be included in the Mac OS X update.

 

 

If you are still getting an Error 6036 message, please create a new thread and I will help you.

 

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




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New Poster

Re: what can I do to fix this error

Online viewing has suddnely stopped for me (going on about 8 days now).

 

I have uninstalled/reinstalled my browsers, updated my video drivers, uninstalled/reinstalled silverlight, all to no avail.

 

On two different PC machines, I receive the 6036 error.

 

Even on the iPad, it will play the network trailer/slash clip, and then hang on playing the content.

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