Home cameras do not stream on phone

[torchy23]

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.

[torchy23]

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

[ComcastKenF]

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? 

[torchy23]

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.

[Jd784]

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 purchased a new phone, installed the app and it keeps crashing, like it did for these users. I have sent feedback, uninstalled, reinstalled and restarted the phone. How can I fix it?

[Jd784]

I just got the same phone and have the same issue. Was there a solution found?

[ComcastRachelH]

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]

Thanks Rachel!

[Mgmikee71]

I am also having the same issue of the app closing when I try to access camera

[ComcastRachelH]

Jd784 -- 

I apologize for any confusion.  We currently support Android 4.4 & up.

Rachel

[Jd784]

Hi Rachel- I purchased a new phone that runs on Android 7. I was able to install the app but it crashes every time I click on the camera to see the live stream or videos captured.

[ComcastRachelH]

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

[ComcastRachelH]

Jd784 -- 

Can you please let me know the model of the phone that you are experiencing the camera issues with?

Thanks!

Rachel

[Jd784]

Its a Samsung J3

[Jd784]

Hi! Any updates on my issue?

[ComcastRachelH]

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.

[ComcastChe]

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? 

[Jd784]

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]

Force closes app every time I attempt to view live broadcast on my home video. I am using a Samsung J7 and we have been troubleshooting everything we can think of on the device it must be an app issue and it needs to be resolved

[ComcastRachelH]

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]

This is happening for me and it's the only why I can see my cameras when out.

[ComcastRachelH]

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.

[Cbmichels27]

The home app crashes on my Samsung J7 when I pull up the camera. This has been happening for a month. Why is this not fixed yet? I don't want the "we're working to resolve the issue sir" BS response. When will it be fixed?

[Jd784]

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?

[ComcastRachelH]

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.

[ComcastRachelH]

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

[Jd784]

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. 

[solarplex]

I have a Samsung galaxy j7 as well and the xfinity home app refuses to buffer. This is a known issue related to api settings within the app. If Comcast's software developers cared to actually go through the code in their app they could have fixed this problem months ago when android 7 was a forced update for all users. Get with the program Comcast there's no excuse for this with what we have to pay for service!

[ComcastRachelH]

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

[Jd784]

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. 

[ComcastRachelH · Accepted solution]

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

[Jd784]

ComcastRachelH - Apologies for the delay. The app started working! Thanks for your help!

[ComcastRachelH]

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]

ComcastRachelH, Please help as I am having the same problem as jd784, and cannot view my camera streaming. I keep getting message: Home has stopped.and the same phone I think Samsung J7. I know one person's problem was relieved, jd784 on 1/10, I believe....can we try same

Thanks

[ComcastRachelH]

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]

Thank you!

[ComcastRachelH]

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