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truthseeker719
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Contributor

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143 Messages

Friday, May 17th, 2024 8:28 PM

Apple+ TV won't stay signed in on X1 cable box or satellite box

I have had Apple+ TV on my X1 box since in first became available.  I signed in at that time (years ago) and never had to sign in again.   Now every time I open Apple+ either on my main box or my satellite box it is asking me to sign in.  I actually called Apple support and the very knowledgeable tech gave me some steps to try.  However, they did not work.  Apple+ works perfectly on my PC and on my iPhone - so clearly the problem has something to do with the Xfinity box.  The Apple tech told me they often have problems with third party apps - such as the one on Xfinity - and that hopefully it would be fixed when Xfinity updates.  I tried a system refresh but that didn't help either.  Not the end of the world to sign in every time but definitely annoying.  Wondering if anyone else is experiencing this or has any suggestions.  Thanks.

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14 days ago

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XfinityEva

Official Employee

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1.3K Messages

6 months ago

 

truthseeker719 Thanks for visiting our forums for help with your Apple+ TV concerns. I can definitely understand how that would be a hassle to have to put your password each time you use this app! 
 
I do have some helpful information.

 

To use the Apple TV+ app, you’ll need:

  • A compatible X1 TV Box, Xumo Stream Box, or a streaming TV Box with Xfinity Flex.
    • RNG150, Pace and Arris XG1v1, Arris Gen 2, Samsung XG2v2, and Pace Xi3 X1 TV Boxes and Pace Xi5 Flex streaming TV Boxes are not supported.
  • If you have one of these, you can exchange it on X1 by choosing the Apple TV+ app tile and following the prompts to swap out your TV Box ( we can also help here or at your nearest Xfinity Store) 

 

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truthseeker719

Contributor

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143 Messages

Hello and thank you for your response.  While this information is helpful - it does not apply to my problem.  I am able to use the Apple+ app - it is just making me sign in every time I open it.  I do NOT have an unsupported cable box.  I just checked my account and I have box AX014ANM - unless this is another name for one of the boxes you listed.  If so, please be kind enough to respond again and I will get a new box.  Or if you have any other suggestions, I'm open to them.  As I mentioned, the Apple support tech I spoke with said that they have various problems with third party apps such as the one that is offered by Xfinity.  Thank you

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6 months ago

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XfinityAmandaB

Official Employee

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1.6K Messages

 

truthseeker719 That would be one of our newer boxes and is recommended for our customers with 4k TVs. With that box, it works great for non-4k content for Apple TV. With the Apple TV+ app 4K content is not available on XG1v4 TV Boxes so that would be the only potential issue with your box. This was a known issue by Apple last year and they were able to put out an update to help make sure the issue was resolved. There are a few things customers noted with the previous issue that helped. I would start with clearing the temporary file for the application. You will need to log in again after to any app you clear the files on.
  1. Press the Xfinity button (X1 or Flex) or Home button (Flex) on your remote.
  2. Select the gear icon > Press OK to go to Settings.
  3. Select Privacy > Press OK.
  4. Select Clear Cookies and Local Storage Data > Press OK.
  5. Press OK once more when the confirmation window appears.

    After that is done I would make sure you have the correct Provider set up in the Apple TV settings. On your Apple TV, go to Settings. Choose Users and Accounts, then choose TV Provider. Select Sign In. Enter the name of your TV provider, or select it from the list.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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6 months ago

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truthseeker719

Contributor

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143 Messages

I checked these instructions and in order to do this, it would wipe out all of my settings for all of my apps on Xfinity one box. I have just about every streaming service and it will take much less time to just sign into Apple plus every time I use it then it would too re-sign in to every single app I have. So hopefully either Apple or Xfinity will fix the sign in problem and until then I will just wait. Thank you.

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6 months ago

XfinityAlyssaA

Official Employee

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1.7K Messages

I understand where you are coming from @truthseeker719, and apologize for the inconvenience caused by this issue. We hope there is a fix soon. Please let us know if you have any additional questions or concerns our team can help with.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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6 months ago

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HOMEOFAJ

New Poster

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2 Messages

16 days ago

Same issue for us...BUT...now, the only way to access Apple+ on the tv is with a free 3 months trial and pay $9.99 after that [we already have an account that we pay for] and everything already works fine on phone, tablet, and laptop...but not the tv, not able to sign in to circumvent this...annnddddd.....it worked fine before......aaaarrrrggghhhh!!!!

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tbill1

Contributor

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653 Messages

I had the exact same situation recently where I could not find a way to sign in. The solution for me was to find somewhere on apple Tv plus

where you could access something for free. After I did that, the signup window appeared. But it certainly shouldn't be that hard to be able to login.

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16 days ago

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XfinityVianney

Official Employee

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1.7K Messages

 

HOMEOFAJ, 

Thank you for letting us know. I see you are running into some hiccups as well. I see some have gotten access while others found alternative routes to access their existing profile. I can see this has been a real headache, but we are here to help. Has there been any changes on your end, or have you tried of the tips listed on this thread? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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14 days ago

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