Crunchy Roll app Not Working.

- XfinityEricB

I WAS directed to send a direct message to Xfinity customer support.  Have you NOT read the messages in this forum???  Are you actually trained to be able to provide any help with this issue or are you just going to have me go through the same basic steps that I’ve been trying since I first encountered this issue in April?  Also, since your response was SO SLOW, I’ve already exchanged the cable box.  Crunchyroll was working with the new box the last time I used it.  22 days was the longest period that a box has worked without the APPS04277 error returning.  Over the last 5 months exchanging the cable box has been the only way to clear the error 

@user_jp233f Is this the same box you are swapping later this week or did you already swap the box?

I still have a box that’s giving the 04277 error message.  Do you have a solution or should I go and exchange it again? 

@user_jp233f I suggest trying:

None of those things resolve the issue.  Do you have a solution that works?

This is with Crunchyroll correct? @user_jp233f

have you read the posts in this thread?   The error prevents the Crunchyroll app from loading.  So far, the only way to restore Crunchyroll is to exchange the cable box.  No amount of restarting, refreshing, unplugging, and deleting local data will clear the error.  This has been an issue for nearly 6 months now.  I’ve been exchanging the box at least 3 times a month to keep the app working. 

Have you tried Clear cookies and data? Go to the gear icon on your Xfinity device home page, then select Settings > Privacy > Clear Cookies and Local Storage Data. Have you also tried using Crunchyroll on a phone, computer, or separate streaming stick like a Roku or Fire TV?

Yes.  I’ve tried that several times and it hasn’t helped once.  That’s why I included deleting local data as one the steps I’ve regularly tried in my previous post.  Did you actually read my entire post or look at my previous ones?

The problem with the Crunchyroll app is only on the Xi6A cable box I use to access it on my living room tv.  It works fine on my iPhone and laptop but my aged eyes can’t read subtitles on the tiny screens.  Until April 2026 I never had a problem accessing the app through the cable box.  I’m not sure what changed.  It’s been very frustrating having to go through the same steps over and over and over and over and over again with none of them being helpful.  The error keeps coming back.  Exchanging the cable box will allow the app to work for somewhere between 3 days and 3 weeks, but doesn’t address what’s causing it

Hi there.  Thank you so much for reaching out on our Xfinity Community Forum.  I'll be happy to assist. Can you confirm when did you receive the call from Xfinity and did they give any details of an expected completion date?

@user_jp233f Feel free to get back over to us in private, so we can check on the status of any ticket that was created for you previously.  

 I will need to pull up your account to investigate this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.

I have already set up a direct message for this issue, but no one has been responding to the messages I have posted there. 

@user_jp233f I apologize if your message was missed; that can happen if you are also communicating with others on a thread. Feel free to send a new message, making sure to include your name and the service address. That information is also a flag for us that you are talking to us and not commenting on the active thread. 

I’ve been dealing with this issue since April.  The only workaround is to exchange the cable box. Crunchyroll will work on the new box for between a couple of days to a couple of weeks then you will need to exchange it for another new cable box.  My boxes have started showing the 04277 error in as few as 3 days and have lasted as long as 22 days.  I’m averaging 3 cable boxes a month 

@Wolfthorne Let's grab some account and device details from you so we can get this reported alongside the others. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon in the top right corner

Click the "Start new conversation" (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

Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

Glad to hear the new equipment is working for you user_ujn8o4 👍 Please let us know if you run into any issues!