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19 Messages

Friday, June 14th, 2024 4:08 PM

Xfinity Stream app disrupted AppleTV+ show playback

Yesterday I experienced for the first time what others have been reporting here - another stream starts playing while watching a show. In my case a show was streaming on AppleTV+ and unexpectedly the Xfinity Stream kicked in. The show I was watching kept playing - I could hear the audio, but the screen went black so I could not see the video. I pressed pause then and restarted play, but the video was still not showing so I exited the show. I was still in AppleTV+ (as opposed to Xfinity Stream which interrupted my show), so I selected the show again and was able to continue play. Seems like a bug. Device info for the Xumo Stream box:

Entertainment OS: 1.3

Build: QS028.520.00P

Platform: 7.2p25s1

19 Messages

29 days ago

Same interruption happened again! Any suggestions, Xfinity experts?

Official Employee

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1.3K Messages

 

FlowingBits - Thank you for your feedback and for joining us here on the Forums! This isn't the expience we want using the Xfinity Stream app. When this issue occurs try exiting Xumo Play and then relaunching the app. Also, check your internet connection to see if other apps or services are having trouble streaming or launching.

 

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19 Messages

@XfinityThomasA Thanks for the courtesy of a reply.

As mentioned in the original message, when the issue occurs, I am able to return to the show I was watching even without completely exiting and relaunching the app. And since I was in the middle of watching a show, I did not attempt to launch another app, but I suspect it would work fine. My internet connection is fairly reliable but it's impossible to say now whether there was a glitch at the time. Other members in the household were using their devices so it's likely the network connection was OK.

The issue is that Xumo box software seems to have a bug in it which launches another app while one is already running, interrupting my viewing experience - there are other users reporting such behavior on the forums as well. I'm glad to hear you say that "This isn't the experience we want using the Xfinity Stream app." That being the case, could a bug report be filed about this (mis)behavior so that it can be tracked down and fixed?

Official Employee

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608 Messages

Hmm, thank you so much for sharing those details with us FlowingBits. That is certainly is strange that the Xumo is performing that way overriding the Apps. Have you confirmed all Apps are update to date? Does it happen with all Apps or just Apple TV+?

 

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

19 Messages

@XfinityAdrienne Thank you for your interest in the problem I'm reporting here. Answering your questions:

1. Have you confirmed all apps are updated - not sure how I can do that. As far as I understand, apps update automatically.

2. Does this happen with all apps? To answer your question I launched Peacock and started watching a 1 hour show. Within the first 5 minutes (less, really), Xfinity Stream kicked in the channel logo flashed and the screen went blank, but audio of the Peacock show continued. This time I left it running to see what would happen and within 30 sec to a minute, the show video came back as if nothing had happened. I have phone recording of the incident from the time the screen was blank to the time it returned, but not when xfinity stream kicked in (it happens randomly, so it's hard to be ready for recording).

Hope this answers your questions and if you would like to get more diagnostics from my Xumo box, I would be open to it. System software information was posted in the original message. Thanks!

(edited)

Official Employee

 • 

1.3K Messages

Thank you for your feedback, FlowingBits

Can you confirm sure your cable is working by checking the connection to the HDMI cable to a different TV or monitor? Let's test other HDMI ports, if available as well. If the HDMI cable is working, and you are still having audio issues with your device:

1. Power off both your TV and your HDMI device.
2. Unplug the power connections, wait 60 seconds.
3. Re-plug both devices back into the power outlet. 

Within the XUMO settings can you navigate to Picture and Sound > Audio Settings > Digital Audio output to review the settings 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

19 Messages

23 days ago

Here's a video where a show is playing (Psych) and all of a sudden Xfinity Stream launches itself and then the screen goes black, audio of Psych continues.

19 Messages

Hmmm...when I upload the video, the preview plays properly, but after the message is posted the video doesn't seem to play. I see JavaScript errors in the browser developer console so I suspect errors in the page scripts. Hopefully Xfinity employees can dowload the video internally.

(edited)

19 Messages

13 days ago

Sharing an update for anyone following this thread. After troubleshooting with Xumo support directly (no resolution) they sent me back to Xfinity with whom I had direct message conversation and the issue was acknowledged. Xfinity recently informed me that the issue is known and a fix will be on the way (no date given). Thank you to the many Xfinity support folks who jumped in the thread. I'm looking forward to the fix.

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