Paramount Plus Error "Something Went Wrong" just recently

Sorry to hear about the error you've been experiencing @user_394d70. Since you've already tried rebooting your X1 box, let's try clearing your Locally Stored Data.

This is usually more effective than a reboot for app-specific "Something Went Wrong" errors.

Go to Settings (gear icon) > Privacy > Clear Cookies and Local Storage. (Be sure you remember sign in credentials for your subscriptions as this can sign you out of your apps). 

Once confirmed, try launching your app.

@XfinityQuemekia​ 

Go to Settings (gear icon) > Privacy > Clear Cookies and Local Storage.

Good thought.  When I tried that, I only found an option to delete local storage, not cookies.

And I'm sorry to say that did not work.

After deleting local storage, I got the same "something went wrong" error about 10 min into an episode of NCIS New Orleans.

@XfinityQuemekia​ We've tried all of these things.  This isn't "app specific", it's certain episodes of certain programs within P+.  We are able to watch other series.  Seems it's happening to others by reviewing these messages on the forum.  We've also entered a case with P+ on the issue.  The tech teams between Xfinity and P+ need to coordinate on this to determine where the problem lies.

If you have a ticket open with P+ they will coordinate with our backend engineering teams to discover the issue and implement a fix. If you get word back from P+ that the issue has been resolved from their end and you're still experiencing the issue let us know and we'll see what we can do from our end. 

It's not Peacock, it's Paramount Plus

@XfinityJanelle​ 

Have you attempted to use the app on a different device such as a smart TV without going through the cable box? Does it give the same error?

I'm not sure what you mean by "the app".  And forgive me if my terminology is incorrect.  Feel free to correct my terminology and to ask for clarification as needed.

Edit, clarification....  The original problem occurs with an X1 cable box.  What follows is an experiment in response to Janelle's suggestion that I try watching the P+ episode another way.

I watched the same episode (*) of NCIS New Orleans by logging into paramountplus.com using Firefox on my laptop, which connects to Xfinity internet via an Xfinity wifi router/modem (XB8 ?).

(*) For consistency, I am using the same episode of NCIS New Orleans for all my experiments.  But I see the problem on Xfinity TV with any episode of NCIS New Orleans that I've tried, including episodes in previous seasons that I had watched before Feb without encountering this fatal error.)

I watched the entire episode without any issues, not even the delay that I see with Xfinity TV between 0m 12s and 0m 23s, and not even the occasional delays "mid-stream".  Certainly not the "something went wrong" fatal error.

Is that what you are asking?  Is that helpful in terms of isolating the source of the error?

@XfinityJanelle​ 

Have you attempted to use the app on a different device such as a smart TV without going through the cable box? Does it give the same error?

Oh, I might have discovered what you mean by "the app".

When I log into xfinity.com/stream using Firefox on my laptop and search for NCIS New Orleans, I find the same episode that I use for my experiments, namely Season 5 Episode 7 ("Sheepdogs").

But I encounter an issue when I try to select the episode: it seems that I must buy the episode (or season).

It is free for me when I use the X1 cable box.

Of course, I cannot go further with this test, since I am not willing to buy the episode.

How can I watch it for free using xfinity.com/stream, if that is indeed what you were asking me about?

PS.... Xfinity tech support by phone was no help in addressing that last issue ("watch for free using xfinity.com/stream").

Thanks for clarifying that you've used it on Firefox, have you tried the paramount app on any other devices such as a smart TV or an X1 cable box over by going directly to their website?

I've had a similar issue with the different series of Landman where one series will just not play and I would get the same message and that is generally due to the network not allowing that series subscription to be played for free

We are having the same issue with a different series using the cable box. Works on a computer but not through the X1 box. Other P+ series will play on the X1 box. Logged out of P+ and had them refresh the account in addition to all the X1 refresh and reboots. Nothing fixes it. Xfinity please coordinate with P+ on your transmissions.

Have performed all the recommended reboots and clearing of memory.

Same tv, running Paramount Plus app:

- On smart tv runs w/o error

- Via the X1 box, perpetual errors

@user_yxc849​

Same issue here. It started this weekend for me.

Interesting.

I was going to post that the problem might be fixed (!) because last night, we were able to watch an entire episode of NCIS New Orleans without interruption. But it is not one of the episodes that I had problems with before. So, I plan to retest one of those soon.

Spoke too soon.  Tried another episode of NCIS New Orleans tonight.  Same problem.  Gave up after 3 failures.

UPDATE.... Oh darn! I thought I had one episode that consistently failed with the fatal error and one episode that consistently "worked" (never failed) several times.  That could be so helpful for anyone (Paramount+ or Xfinity) that debugs the problem. But the second episode eventually did fail, at least once. :sigh:

FYI, I take care to power-cycle the X1 cable box each day before I test a Paramount+ TV episode, just to be sure I'm using the latest revision of apps etc.

Thank you for reaching out to us @user_yxc849! I appreciate the details you’ve shared! Do you have multiple cable boxes in your home? If so, are they all experiencing this issue? I noticed other users commented on having this issue with other programs. Are you only seeing this happen when trying to watch Seal Team?