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

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Frequent Visitor

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

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?

Accepted Solution

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

No need, a CSR called last week and resolved this. Thank you.
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Official Employee

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

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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New Poster

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

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? 

Official Employee

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

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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Frequent Visitor

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

No need, a CSR called last week and resolved this. Thank you.
Official Employee

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

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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New Poster

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

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??

Official Employee

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

Hi hannahycole -

 

I have sent you a private message!

 

Thanks!

 

Rachel




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New Poster

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

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
New Poster

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

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!
Official Employee

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

 Hi tonyareznor - 

 

I've private messaged you.

 

Thanks!

Rachel




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Official Employee

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

Hi Lorisullivan11 -- 

 

I've private messaged you.

 

Thanks!
Rachel




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New Poster

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

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

Official Employee

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

Astrea2015 - 

 

I have private messaged you.

 

Thanks!

 

Rachel




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New Poster

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

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.

Official Employee

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

Hi arrissqa - 

 

I have private messaged you to troubleshoot this.

 

Thanks!

 

Rachel




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New Poster

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

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.  

Official Employee

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

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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New Poster

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

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
Official Employee

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

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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New Poster

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

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.

Official Employee

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

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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Regular Visitor

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

I too am having the same problem not being able to log into the app using my iPhone 6.
Official Employee

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

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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New Poster

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

I am having the same issue. I am using an iPhone 6 Plus and the primary user name
Regular Visitor

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

I'm having the same issue. I'm using my original username and password, but I'm getting the error code number 43401.
Official Employee

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

TAUNEMCKENZIE - 

 

I've private messaged you.

 

Thanks!

 

Rachel




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Official Employee

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

DCsGladiator - 

 

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

 

Thanks!

 

Rachel




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Contributor

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

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. 

New Poster

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

 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.

New Poster

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

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.
Official Employee

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

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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New Poster

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

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!

Official Employee

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

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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Problem Solver

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

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!!!
Official Employee

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

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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Problem Solver

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

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!
Official Employee

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

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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Regular Visitor

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

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.
Official Employee

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

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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New Poster

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

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!

Regular Visitor

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

They'll fix it right away like they did mine.
New Poster

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

I'm having the same error message
New Poster

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

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

Official Employee

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

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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Official Employee

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

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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Official Employee

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

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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New Poster

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

Yes
Official Employee

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

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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Regular Visitor

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

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.