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user_eb1e71
1st Topic

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4 Messages

Thursday, October 9th, 2025 5:58 PM

Error logging on to apple tv from 1 box

We have an apple tv subscription that works fine on our main XFinity box. It does not work at all on our other box. Apple TV launches, but it errors out everytime we try to sign in

Box has been rebooted

Cache has been cleared

System  Refresh has been initiated.

None has worked. Box is labeled XiD-C, Model #CXD01ANI

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5 hours ago

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XfinityAmandaB

Official Employee

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2.8K Messages

2 months ago

 

user_eb1e71 Thank you for letting us know you are having issues with your Apple TV app on some of your boxes.  Are you by chance getting an error code or message? 

 

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user_eb1e71

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4 Messages

it just says "Something went wrong trying to connect. Try again" when you click to Sign in to the app. Every other streaming service works fine

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2 months ago

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XfinityBenjaminM

Official Employee

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2.6K Messages

 

user_eb1e71 Can you try disconnecting the box from the power outlet for about 20 seconds and then plug it back in? After it's fully rebooted, try launching the Apple TV App again, and please let us know if you're still having issues.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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user_eb1e71

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4 Messages

I already did all of that. Please read my first post. These steps were already taken:

Box has been rebooted

Cache has been cleared

System  Refresh has been initiated.

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2 months ago

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XfinityRoberto

Official Employee

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2.1K Messages

We would like to troubleshoot this further.  Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

Let me know if you have any questions

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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2 months ago

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user_jk8ac1

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7 Messages

I am having the same problem. Please help!  

Help

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2 months ago

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Endlessummer

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1 Message

7 hours ago

I have a flex box and about 5 days ago I got a signin message in the TV for Apple TV. However when I click on it nothing happens. I tried restarting it but it didn't help. I was texting Comcast customer service and they did a system refresh but that didn't work. I have Xfinity stream because my TV is old. So there is no clearing the cache because my TV doesn't have any apps. I tried relaunching it on the settings page. Nothing works. Thinking of cancelling and get a dish.

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XfinityJohnG

Official Employee

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2.3K Messages

Thank you very much for reaching out to us here. I will be happy to troubleshoot any issue with that box from here. Can you send me a direct message with the full name and complete address for your service? 

To send a direct message [private message]:

   Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging

   Click the "New message" (pencil and paper) icon

   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

   - An "Xfinity Support" graphic replaces the "To:" line.

   Type your message in the text area near the bottom of the window

   Press Enter to send it

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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5 hours ago

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