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user_560e93
1st Topic

Visitor

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5 Messages

Friday, July 23rd, 2021 4:03 AM

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Peacock black screen

I created a Peacock account and connected my cable box to it using the QR code shown on the setup screen. After that the screen went black. I used the exit button to leave the app and used the voice commands to reenter. Now I just have the Peacock logo forever. I used the troubleshooter to restart the cable box and restarted the app but get the same result.

STB Version: SX022AN_4.8p18s1_PROD_sey

Release Version: 134.0.0

Question

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Updated 

4 years ago

811

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XfinityAldrik

Official Employee

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2.1K Messages

4 years ago

Hello @user_560e93, thank you for reaching out to us on our community forums! Our team can most definitely take a further look at this issue. Could you please send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account?

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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user_560e93

Visitor

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5 Messages

@XfinityAldrik I've sent the information by private message 

4 years ago

0

XfinityGabby

Official Employee

 • 

1.5K Messages

@user_560e93. We have received your Private Message, we will continue through there! 

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

4 years ago

0

user_560e93

Visitor

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5 Messages

Updating for the benefit of others who run into this problem. 

This is a known issue that the engineering team is working to fix. At this time there is nothing you can do as a customer. You'll have to view on the web or a different device until a fix is deployed.

4 years ago

0

XfinityAlyssaA

Official Employee

 • 

1.8K Messages

Good morning David! I wanted to check in and see if you are still experiencing issues with the Peacock app or if you have had any further contact with our Advance Repair Team? Please let us know how things are going on your end. 

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

4 years ago

0

user_560e93

Visitor

 • 

5 Messages

Good morning. I have not heard back from the Advance Repair Team but I just tried the app and can report some progress. The app now launches and shows the profile picker. I can enter my profile and with patience navigate through the options and play content. The performance is REALLY bad. There is a lag of 5 to 10 seconds between selecting an item and the screen refreshing. This makes it very difficult to track what is selected. Once selected the media appears to play normally.

4 years ago

0

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