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When I had my Galaxy S5, I had no problem with the cameras streaming on my phone. Alas, it died last month, so I now have a new phone (a Galaxy J3 2017). While I have no problem signing in and getting an initial camera view, it will not stream and quits within a few seconds. I have uninstalled and reinstalled several times to no avail. Help would be appreciated.
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Jd784 --
I pulled up your account to take another look. Can you please try again in the next few hours & let me know if you are still experiencing this issue?
Thanks!
Rachel
torchy23, thanks for reaching out here. When you said "quits', do you mean the application force closes? How is the memory on your phone? Do you have at least 200-300MB of memory available?
By "quits" I mean that when I tap on one of the four camera views, it indicates it is buffering and then I'm returned to my app page with the message, "Home has stopped" and the choice of "restart app" or "Report problem". I looked at my phone's memory which is 1GB of which I have at least 255MB available.
I tried reinstalling my xfinity home app and now GooglePlay says its not compatible to my phone. My android operates on Android 4.3 and the app on GooglePlay says its compatible with Android 4.0.2 or higher. How can I install?
Jd784 --
I was able to pull up your account & share with the appropriate team to troubleshoot. I will reach back out when we have more information!
Thanks!
Rachel
Jd784 --
I apologize for any confusion. We currently support Android 4.4 & up.
Rachel
Mgmikee71 --
I was able to pull up your account & share with the appropriate team to troubleshoot. I will reach back out when we have more information!
Thanks!
Rachel
Jd784 --
Can you please let me know the model of the phone that you are experiencing the camera issues with?
Thanks!
Rachel
JD784 - We are aware of an issue causing select models of devices to have trouble loading cameras. We are actively working on a resolution & will provide more information when it is available.
Hey Jd784,
What type of phone did you just purchase and at what point does the app crash? For example, when you are watching a live feed of your cameras, creating rules, when opening it?
Hi ComcastChe,
I have a Samsung J3. It crashes when I try to watch the live feed from the camera or watch a recorded clip. So far, its only let me arm or disarm the alarm.
Lsg1212 -- I apologize for the frustration. We are aware of an issue causing select models of devices to have trouble loading cameras. We are actively working on a resolution & will provide more information when it is available.
Adhang --
Thanks for reaching out & letting us know. I apologize for the frustration this issue is causing. We are aware of an issue causing select models of devices to have trouble loading cameras & are actively working on a resolution.
I agree. My original post requesting assistance was posted a month ago and the new app update released a few days ago didnt fix it. When can we expect a solution?
I apologize for the frustration that this issue is causing. Our engineers are working on a solution that will be included in an upcoming release.
Torchy23, Adhang, Cbmichels27, Mgmikee71, Lsg1212, Jd784 --
Wanted to follow up with you all regarding this issue. Are you still experiencing trouble with the cameras on the XH App?
Thanks!
Rachel
My app updated Wednesday morning, but I still have the same issue. When I try to view my cameras live or open a recorded clip, the app crashes and closes.
Jd784 & Solarplex --
Thank you both for getting back to me. I've pulled up both of your accounts & shared this information with our engineering team.
Thanks!
Rachel
ComcastRachelH
Any updates on the issue? There have been some updates to the app received in the last few weeks but it hasnt fixed it.
Jd784 --
I pulled up your account to take another look. Can you please try again in the next few hours & let me know if you are still experiencing this issue?
Thanks!
Rachel
Thanks so much for taking a moment to let me know. I'm glad we were able to resolve the issue for you! Pleqase don't hesitate to reach out if you need any additional help.
Rachel
Gliz23 --
I was able to pull up your account & share with our engineering team. I will let you know when I have more information!
Thanks!
Rachel
Gliz23 --
I will Private Message you with more information. Private messages can be accessed by clicking on the envelope icon in the upper right hand corner of any forums page.
Thanks!
Rachel
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