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

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?

My Paramount + through my xfinity box is doing the same as all these other comments.  Not just 1 certain show but all of them.  For the price I pay for cable this is completely ridiculous.  Someone should be able to fix the [Edited: "Profanity"] problem. 

The problem only exists with Xfinity.  If I bypass Xfinity by using the Paramount Plus app on my LG Smart tv, problem goes away... and lag goes away... blurry picture goes away.

Good morning @user_qn3efx, and thanks for posting to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues you are having with the Paramount+ app. Have you tried any of the troubleshooting steps listed in this post yet, like clearing the local storage data on the X1 box?

Good evening user_l0qsym. What troubleshooting steps have you already completed? Have you cleared the locally stored data on your box?

Same problem

When you say "same problem", which problem are you talking about.

I started this thread to discuss the fatal error that results in the message "Error / Something went wrong", and then P+ (?) becomes unresponsive. The only thing that seems to work is pressing Exit to return to Xfinity.

Others seem to be talking about P+ quality issues that include streaming hiccups that interrupt audio and video; and one person mentioned "blurry images". (Huh?!) AFAIK, the stream recovers automatically and continues.

figured out that the app version of P+ on the xfinity box is 4.190.0. When checking on a smart tv not connected to cable the version is 10.0.20260129. Looks like there is a problem with P+ updates not happening when connected to xfinity cable box. 

Great discovery! How did you discover the P+ app version, especially on the Xfinity cable box (X1)?

In any case, I wonder if the different versions are simply a reflection of the different technologies (platforms). For example, I image the up-to-date versions of Chrome are different on Android vs Mac vs Windows. (Right?)

Hope this sheds some new light on this ongoing problem 

I hope so, too. But I think we need to get these first-level Xfinity responders to pass these problems on to the second-level techs.

I asked P+ for an update on March 30. P+ states that we should be assured it was escalated to their senior technical team, and that they believe it affects more than 1 subscriber and is related to the type of device. I take that to mean it's the Xfinity cable box clients. Again, not helpful. We are going into the 3rd month now.

What worked for us was to switch out our wired cable boxes to wireless ones. P+ now works without any glitches. When we were at the Xfinity store it was mentioned that they were switching to a cloud based platform so maybe that has something to do with it?

@user_ves3h3​

What worked for us was to switch out our wired cable boxes to wireless ones. P+ now works without any glitches.

That's to be expected, if you read my comments (and some others).

What you did was replace cable technology with an internet connection. And we know that P+ works fine over internet.

I don't know the pros and cons of cable vs internet.

But obviously, P+ over cable is not working well. So P+ over internet is indeed the right choice, if only because it works. :wink:

I didn't know that Xfinity offers a solution that delivers content to a "dumb TV" via internet. It certainly could, just like Roku et al.

But I wonder: do you have a "smart TV" that works over the internet without a set-top box?

That would make the switch to an internet stream seamless.

In any case, thanks for posting the comment. I'll pursue it with Xfinity.

Actually we do have a “smart tv” (a Roku) that works without a box but only for streaming. All other tvs are “dumb” and we wanted to keep access to local channels so stayed with boxes. Recording shows can now be done on any tv and saved on the cloud. It made more sense to us old folks who still remember VCRs. Lol