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user_fwxo86
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Friday, April 4th, 2025 11:47 AM

Xfinity TV App Goes Black

We downloaded the xfinity streaming app to our smart TV. It worked normally for months.  For some unknown reason, when we try to select a program or recording, the program/recording never loads and the screen just goes black.  Any solutions? 

Question

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Updated 

10 days ago

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MikeB39A

Problem Solver

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692 Messages

3 months ago

If your Xfinity Stream app goes black, try restarting your device, updating the app, logging out and back in, or performing a hard reset of your TV and/or router. 

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XfinityJorge

Official Employee

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2.3K Messages

3 months ago

 

user_fwxo86 Hey there! Thank you so much for using our Xfinity Support Forums to contact our team. We are here to help with the Xfinity TV app issues that are currently present on your smart TV. To get started can you send us a DM with your full name and service address? 
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

 

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mstaab2

Contributor

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15 Messages

10 days ago

Using Stream on the Windstream network. For 3 weeks watched the FOX News Channel on both an Android Samsung phone and a Samsung A8 tablet, without issue. Yesterday on both devices JUST that Channel is black , all other channels OK.

Uninstalled Stream . Restarted router. Restarted phone. Reinstalled Stream.  Same problem...

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XfinityGabriel

Official Employee

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2.4K Messages

 

mstaab2, Hi there! Thanks for taking the time to reach out. I can certainly understand the importance of being able to stream your favorite channels without issues. I am sorry to learn about this experience. You've come to the right place. Over social media, we are a dedicated team of experts who specialize in resolving streaming issues such as this. We can help. Can you tell us if you have checked whether you experience this issue on multiple devices?

 

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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10 days ago

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mstaab2

Contributor

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15 Messages

As noted. On both an Android Samsung A71 phone and a Samsung A8 tablet

Mstaab

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10 days ago

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mstaab2

Contributor

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15 Messages

10 days ago

As noted. On both an Android Samsung A71 phone and a Samsung A8 tablet.

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mstaab2

Contributor

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15 Messages

10 days ago

Of note.  Set some shows to record on the channel that is Black. FNC .. and shows recorded ok and were viewable. 

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mstaab2

Contributor

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15 Messages

10 days ago

Also of note FNC has non HD and HD channels,  all are black...

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mstaab2

Contributor

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15 Messages

10 days ago

How do I post "publicly "?

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XfinityJustinC

Official Employee

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1.4K Messages

@mstaab2​ you're posting publicly. I appreciate the information you have provided it's really helpful. I had a few other questions when you have time to answer: 

- Have you attempted to clear cache/history on the device you're using? 
- Can you visit the Xfinity Stream website to see if you are getting the same black screen when trying to access: https://www.xfinity.com/stream/ ?

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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10 days ago

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mstaab2

Contributor

 • 

15 Messages

Cache on the entire device was cleared 

Watch in the App

To watch on a mobile device, you need to use the Xfinity Stream app.
Watch in the App
Don't have the app? Download now.

Mstaab

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10 days ago

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mstaab2

Contributor

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15 Messages

10 days ago

Can't watch using your suggestion

Watch in the App

To watch on a mobile device, you need to use the Xfinity Stream app.

Watch in the App

Don't have the app? Download now.

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XfinityJustinC

Official Employee

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1.4K Messages

@mstaab2 thank you for confirming the cache has been cleared, and for checking to see if you could log in via the website. I'd definitely like to continue investigating and will require more in depth troubleshooting with the account. Since we don't want that type of information in our public post, when you have time please send a direct message. 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• 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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10 days ago

0

mstaab2

Contributor

 • 

15 Messages

10 days ago

4pm. Started working.  Did nothing to the Samsung Tablet.   All "suggestions ' were on the Samsung A71 phone

  

Who did what?????

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XfinityJustinC

Official Employee

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1.4K Messages

@mstaab2​ I appreciate the follow up, and after I had sent my last message. I checked our engineer board to see if this happened to be a know issue, and it was actually reported earlier today. SI072902815 is the ticket number that was opened, so it looks like are dedicated engineer experts are getting this fixed. 

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

Like

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10 days ago

0

mstaab2

Contributor

 • 

15 Messages

10 days ago

Saw other posting that stated black screen also on CNN. Mine was only FNC

THANK YOU.

Be interested when problem and resolution is fully known.

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XfinityAbby

Official Employee

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297 Messages

We will keep an eye on this ticket to see if we can get some answers for you. 

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

Like

Reply

10 days ago

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