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Error Message 43401 when accessing the Home app on an Android phone

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Message 1 of 66
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I've read through some of the multiple threads detailing error msgs popping up when trying to log in to the Home app.  Most of the posts referenced the Apple platform and ComcastShannon has posted on some of the threads that the issue is resolved.  Is that only referring to the Apple version??  I ask becasue i'm still having the same issue of not being able to log in at all on an Android HTC M8.  

 

There have also been no new posts in the pinned thread by ComcastJoe from 4/3/15.  Can we get an update?

65 REPLIES
Posted by
Official Employee
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Message 2 of 66
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Thank you for contacting us to let us know you are experiencing a problem.   Yes, we have addressed the issues we were experiencing earlier. 

 

I believe the problem you are facing is bcause you must use the original user ID you provisioned with your Xfinity Home account.  Unfortunately, we only support a single user ID per account on the mobile applications today.  We do plan to change this in the future. 

 

I will private message you with the user ID to try on your mobile account.




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Message 3 of 66
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So if we are seeing this error message, Do I need to call Comcast to fix?  Or, Is there something I can do from my end to fix? 

Posted by
Official Employee

Message 4 of 66
6,106 Views
Hi jasmc1974,
 
I would like to help you access your account.  I have opened up a ticket to help get this resolved.
 
Thanks,
Rachel



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Message 5 of 66
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Solution
No need, a CSR called last week and resolved this. Thank you.
Posted by
Official Employee

Message 6 of 66
5,883 Views
Hi jasmc1974,
 
It appears you are not currently signed up for Xfinity Home services & have not been for the past 6 months.  Please feel free to reach out to us if you need further assistance.
 
Thanks,
Rachel



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Message 7 of 66
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U\I'm getting the Error: #43401 on my app (iphone 6) now that I did the new update. I was getting the Error: #43500 before.
What can I do about this??

Posted by
Official Employee

Message 8 of 66
5,389 Views

Hi hannahycole -

 

I have sent you a private message!

 

Thanks!

 

Rachel




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Message 9 of 66
5,349 Views
Hi I too am having this issue on my Google nexus android... Its sort of frustrating as I've tried multiple things to fix and I'm logging in with the same info I used before. I would really love some help resolving this I gave up using a windows phone just so I could have this app
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Message 10 of 66
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Hi,
I'm having an issue signing into my Comcast account on the application. I'm a new customer and just downloaded the app. Thank you for the help!
Posted by
Official Employee

Message 11 of 66
5,316 Views

 Hi tonyareznor - 

 

I've private messaged you.

 

Thanks!

Rachel




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Posted by
Official Employee

Message 12 of 66
5,315 Views

Hi Lorisullivan11 -- 

 

I've private messaged you.

 

Thanks!
Rachel




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Message 13 of 66
5,247 Views

Same error, same code. Just had my system installed yesterday. Phone is an android system.

Posted by
Official Employee

Message 14 of 66
5,236 Views

Astrea2015 - 

 

I have private messaged you.

 

Thanks!

 

Rachel




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Message 15 of 66
5,203 Views

Hi, When i login Xfinity Home App on my iPhone6, get error ''We’ve encountered an error. Please try again. [Error: #43401]”, same as above error, please help fix it.

Posted by
Official Employee

Message 16 of 66
5,189 Views

Hi arrissqa - 

 

I have private messaged you to troubleshoot this.

 

Thanks!

 

Rachel




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Message 17 of 66
5,112 Views

43401 error on a Samsung phone and I've looked through the 10000 forums of people who've had this problem, can't find any solution!!!! This is getting to be a problem, as Im teaching my grandma how to use her xfinity account but the tech guy screwed everything up. If a dozen people have the same problem, is it really a problem? Or is it just what you should expect to get when you get Comcast.  Ridiculous.  

Posted by
Official Employee

Message 18 of 66
5,086 Views

Hi VickiMalanga -- 

 

Are you trying to log into the Xfinity Home security app?  I looked at your account & see you are not a current subscriber for this service, which would throw that error code.  Or are you trying to use your grandmother's account?  If you give me a little more information, I can help troubleshoot more.

 

Thanks!

 

Rachel




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Posted by
Visitor

Message 19 of 66
5,026 Views
Hi I am getting error 43401 on my new iphone 6, and we left on vacation and forgot to arm our alarm! I camnot log in from my ipad air two or from the iphone 6... can you please help? I need to set my alarm...thanks, Peter
Posted by
Official Employee

Message 20 of 66
5,003 Views

Hi peterkendall - 

 

I'd like to confirm you are using the correct username when logging in.  I will private message you.

 

Thanks!

 

Rachel




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Message 21 of 66
4,943 Views

I am also getting this error message when signing in to Xfinity Home on my Samsung S6. I see no printed solution to this problem, so am posting it again.

Posted by
Official Employee

Message 22 of 66
4,916 Views

Hi Stardoc1 - 

 

I pulled up your account & don't see any billing codes for Xfinity Home. The app you are trying to log into is for the Xfinity Home Security service.  Are you a current subscriber?

 

Thanks!

 

Rachel




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Message 23 of 66
4,907 Views
I too am having the same problem not being able to log into the app using my iPhone 6.
Posted by
Official Employee

Message 24 of 66
4,895 Views

Hi Saftliner7 - 

 

A common cause of this error is using an incorrect username when attempting to log into the app.  We also notice this error when a customer has signed up for Xfinity Home security with a non @comcast.net username.

 

I have private messaged you.

 

Thanks!

 

Rachel




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Message 25 of 66
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I am having the same issue. I am using an iPhone 6 Plus and the primary user name
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Message 26 of 66
4,849 Views
I'm having the same issue. I'm using my original username and password, but I'm getting the error code number 43401.
Posted by
Official Employee

Message 27 of 66
4,829 Views

TAUNEMCKENZIE - 

 

I've private messaged you.

 

Thanks!

 

Rachel




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Posted by
Official Employee

Message 28 of 66
4,828 Views

DCsGladiator - 

 

I see broadband is down.  I'll open a ticket for you to get this resolved.

 

Thanks!

 

Rachel




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Message 29 of 66
4,745 Views

I am having the same issue.... Err 43401  interent is ok, I can set alarm from keypad, I can view cameras and make changes online, the "tablet" works fine as well...  Just the app.. I am using my original user/password..  Just started today. 

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Message 30 of 66
4,722 Views

 I am receiving the same error 43401 when attempting to login to the Xfinity Home app from my Android phone.  Yes, I am using my original primiary user ID.  I am able to login from a PC, but not from my phone. Please advise.

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Message 31 of 66
4,694 Views
I too am receiving this error on the ap.. #43401. It was working fine yesterday. I am using the primary and only ID.. I logged on through a browser and was able to access both my xfinity account and the home security.. Problem is not the user ID.
Posted by
Official Employee

Message 32 of 66
4,650 Views

Hi kgowen4444, tr0fster, & natjo118 - 

 

We believe to have addressed the issue causing these errors.  Can you please check that you are able to log in & let us know?

 

Thanks!

 

Rachel




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Message 33 of 66
4,556 Views

Hello - I'm getting the same error 43401 on my andriod. I've experienced this before and went through the double username account resolution. I'm not sure why the issue has come back. Thank you for your assistance!

Posted by
Official Employee

Message 34 of 66
4,550 Views

Hi shyn9091 - 

 

In general, there are multiple possible causes for a 43401 error.  The most common cause is a user attempting to log in with a username that is not associated with your Xfinity Home security service.  

 

However, currently we are experiencing a larger issue that is causing 43401 errors for users even when they are inputting the correct log in information.  We are actively working on a resolution & will provide updates on the issue as they are available.  

 

I have added your account to the list of forums users that are posting & will continue to track this for you.

 

Thanks!

 

Rachel




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Posted by
Problem Solver

Message 35 of 66
4,529 Views
Rachael, you will never resolve these issues if you continue on a one-on-one with this forum...a general fix for everyone is needed...how many customers do not even know about these forums? What he'll they must be going through!!!
Posted by
Official Employee

Message 36 of 66
4,515 Views

Hi Rjmmoon - 

 

The most common reason we see 43401 errors is when customers log in with a username that is not the primary associated with their Xfinity Home security account.  To help them reolve this issue, I need to work one on one via PM to provide them with that username.

 

Currently there is a larger issue happening that is causing 43401s & that is something our developers are working on a broader fix for.  

 

Rachel




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Posted by
Problem Solver

Message 37 of 66
4,512 Views
Rachael, maybe you could ask management to send email alerts to Xfinity Home customers...they know who we are since we get billed...there is absolutely no communication to account holders!
Posted by
Official Employee

Message 38 of 66
4,506 Views

Rjmmoon - 

 

We are actively working on improving our customer experience.  Increased activity on this forum is a direct part of that.  All the information I gain from working with customers on this forum is brought back to our developers to work into our applications, whether it be bug fixes, user experience, features, etc.

 

Rachel




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Message 39 of 66
4,500 Views
I would also suggest that comcast make a deal with Google Drive, Dropbox, or any other cloud storage service that would allow customers to record from the Comcast security cameras nonstop and store it there, instead of being able to only record 15 second increments with Comcast's cloud storage. I have a 100 GB storage limit with Google that I can use of Comcast allowed me to.
Posted by
Official Employee

Message 40 of 66
4,480 Views

Hi DCsGladiator - 

 

Thank you for the feedback.  We are always looking at what features are most important to customers & this type of video recording is something that is requested frequently.

 

Thanks!

 

Rachel




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Message 41 of 66
4,470 Views

I just signed up and had my service activated/installed, and am having the 43401 error on my iPhone 5s as well. Even new customers are stuck with the problem!

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Message 42 of 66
4,456 Views
They'll fix it right away like they did mine.
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Message 43 of 66
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Message 44 of 66
4,399 Views

Hello - I'm receiving the 43401 error on umy iphone trying to access the Home app. Appreciate your assistance.

Posted by
Official Employee

Message 45 of 66
4,364 Views

Hi matthewclawton - 

 

When I pull up your general account information I see a Disconnected Status.  This would be a cause of a 43401 error.  Have you recently disconnected your service?

 

Thanks!

 

Rachel




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Posted by
Official Employee

Message 46 of 66
4,363 Views

Hi tylerrankins - 

 

I pulled up your account & see no current Xfinity Home security service listed.  I see you recently had a truck roll for XHome camera issues.  Are you a current subscriber of our security service?  

 

Thanks!

 

Rachel




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Posted by
Official Employee

Message 47 of 66
4,360 Views

Hi Mandmnelson - 

 

I pulled up your account info & believe you are not using the email address associated with your Xfinity Home account.  At this time, we only support signing in with the username/email that was provisioned when you signed up for service.  I have private messaged you with the primary username/email address.  Please try signing in with the email address I provided & let me know if this resolves your issue.

 

Thanks!

 

Rachel




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Message 48 of 66
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Official Employee

Message 49 of 66
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Tylerrankins - 

 

I've pulled up your account again & still see no Xfinity Home service listed on your account.  This is something you would need to contact billing to correct.  

 

Thanks,

 

Rachel




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I am an Official Comcast Employee.
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We ask that you post publicly so people with similar questions may benefit from the conversation.

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I am an Offical Comcast Employee.
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Message 50 of 66
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As of today 7/30/15, i am still getting this issue on my tablet. I am signed into my PC and am using the same address with the tablet. I have been using this address for about 20years. Please advise me what the solution is.