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Visitor

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20 Messages

Mon, Dec 20, 2021 2:21 AM

YouTube TV App Issue

While using the YouTube TV app, I'm receiving a error message ("Sorry this is not working..... APPS-04154) that flashes on the screen leaving me with a blank screen or it takes back to home screen. The only way to resume watching YouTube TV is for me is to restart the Flex device.  I've contacted Xfinity support. They will have me restart the Flex, maybe ask me to clear the cache and tell me diagnostics look good against my device. I'm not having this same issue with any other streaming device just Flex. I need help please as I do not think it is normal for this to happen and I should not restarting the Flex device numerous time daily.

Visitor

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1 Message

Hace 5 m

Following:

Since the YouTube TV application has been made available on Flex, I have experienced the same issue.

Official Employee

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179 Messages

@user_1ff667  Thank you for letting us know you are experiencing this issue as well. Please use the information below to send us a Peer-to-Peer message so we can look into this for you further.  

 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer 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

• Press Enter to send it

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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

Regular Visitor

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13 Messages

Hace 5 m

Seemed to work for a while, then when black again. Ugg... BTW, I have done all the recommendations (hard reset, unplug the box, etc. etc. etc. etc.) with no luck. It took us a long time (over and hour) to get this new box (standing in line) so we really hope to get a resolution. I'd love a response so we can start enjoying the entertainment promised. Thanks and happy new year!

Visitor

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1 Message

Hace 5 m

Same problem as others. 

Official Employee

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341 Messages

Hey @user_5be0c0 and @user_mntneerwv, thank you for reaching out to Xfinity Support on our forums. The APPS-04154 error code is a general one meaning the app is not loading or connecting to our servers. We normally will have you restart the box to reload the app and connection. From there, we will send signals to the box to try and fix any connection issues to our server or submit a request for our backend team to check out the issue. I'd like to do some further troubleshooting on it to get it fixed for you as I don't expect you to have to restart your box all day. Can you send us a direct message so we can better assist? You can send one by clicking the "message" icon in the upper right corner of our forum page by the alerts icon. Once you click on that, click the new message icon that looks like a pencil and paper. From there, input our shared handle Xfinity Support to send us a direct message.

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

Visitor

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1 Message

Hace 5 m

I am having the same issue.  Traded my first free flex box in because of it and even the replacement does the same thing.  Restarting the device works but only for a short time.

Official Employee

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285 Messages

Hello @Ajsteele60! Thanks so much for taking a moment out of your day to leave a post on our community forum! I'm sorry to hear you're having concerns with your Flex service, but you have definitely come to the right place for assistance! If you could 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, I'd be more than happy to look into this for you!

 

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.

 

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

Regular Visitor

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13 Messages

Hace 5 m

Still a problem. No YoutubeTV. Either wont work or stops working (in the middle of programming), although I have not seen the error code. Status?

(edited)

Visitor

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5 Messages

Hace 5 m

Same issue for weeks. Getting very old. Is Xfinity going to fix this?

Official Employee

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78 Messages

Hi @user_cfec44. Thank you for taking the time to reach out to us through Xfinity forums! How upsetting! You have reached the right team to assist you with your Flex box concerns!

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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
• 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

Visitor

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20 Messages

Hace 5 m

Hello Xfinity Support, Can you please share with us what troubleshooting steps or actions you are taking to correct this issue many are experiencing streaming YouTube TV using the Flex device. It has been an issue for over 2+ weeks and it looks like you are asking everyone to reset their device then asking if the issue is fixed. Remember restarting the Flex device is a temporary workaround but when you have to perform multiple times daily it is starting to get very frustrating. We need some hope someone is truly working this issue before we all switch to other streaming devices.

XfinityTony

Official Employee

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369 Messages

Hello! Thank you for your comment. I would like to get this reported so that we can find the issue. Can I get you to send us a DM with your name and address so we can get working on this?

 

To send a direct message:

 

Click "Sign In" if necessary

Click the "Direct Message" icon in the upper right corner or https://comca.st/3mVVuUu

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

 

[Permission from and credit given to BruceW]

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

Visitor

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20 Messages

Hace 5 m

I just contact Xfinity Support and asked them to raise this issue within their support channels. I suggest others experiencing the same Flex YouTube TV issue to do the same using one of the following methods:

1)   go to xfinity.com/support/schedule/callback    - this method has Xfinity call you back when they are available. My wait was less than 3 minutes.You will need your Xfinity ID and Password

2) call [Edited: "Personal Information"] or [Edited: "Personal Information"]

The support person I talked to was unaware of all the post on their forum reporting the same issues.

(edited)

Regular Visitor

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13 Messages

Hace 5 m

Contacted CS and they recommended a reset of the modems, which I did. This didn't work either... lost a show mid way last night and this morning there is no response. Te error code flashed too fast for me to write down. CS said they are aware of the issue. I recommended they read this forum to get more info.

Visitor

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7 Messages

@Mattgustafson  I'm glad to hear CS is aware of the issue.  Based on their thinking that a modem reset will fix this, it's clear they don't understand the issue - what's wrong and what will work to fix it.  Modem resets and Flex box resets simply don't correct this problem.

Official Employee

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78 Messages

@user_05b220 Please send me a private message. I will be happy to help 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

Visitor

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9 Messages

This shouldn't be a private message!  You need to help all of us!

Official Employee

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159 Messages

We assure you that we're doing what we can to assist everyone with the Flex Box and YouTube streaming issue, @user_91de92.

To get started, please use the chat icon in the upper right to enter Direct Messaging. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 

 

To send a direct message [private message]:

  • Click "Sign In" if necessary
  • 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

Visitor

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2 Messages

Hace 5 m

Any updates or resolution yet? 

Regular Visitor

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13 Messages

Hace 5 m

Any update or resolution yet?

Regular Visitor

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13 Messages

Hace 5 m

Any update or resolution yet?

Visitor

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7 Messages

Hace 5 m

Very disappointed in Xfinity customer service on this issue with the Flex box.  Disappointed it doesn't work reliably with YouTube TV, and disappointed that it's impossible to speak live with customer service about it, and disappointed that the only suggestions are the lame and overused "restart your box," which as we all know, doesn't fix anything. 

I turned my box in today and placed an order for a Roku stick.

Official Employee

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160 Messages

@user_05b220 I do hate to hear that the Flex box is giving you so much trouble using the YouTube app. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer 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

• 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

Visitor

 • 

7 Messages

No need.  Problem is solved by getting a different brand of box that works.

Official Employee

 • 

160 Messages

@user_05b220 That's awesome to hear! I am glad that you are up and running again. 

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

Visitor

 • 

1 Message

Hace 5 m

I have the same problem.  I just got the Flex and am trying it one TV.  It worked fine on set up however went to use it and youtube tv screen was blank.  I unplugged unit as somebody recommended and it worked however then went blank.  The other issue I have is I had netflix and hbo max set up with my username and password, now I need to start over with those and it is askign me to sign in again.  If this continues I will return the flex and just pay the 30 bucks for a fire stick as I have had zero problems with that.  

Official Employee

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562 Messages

Hello, @user_9eddca. I can look into your Flex box concerns with you further. What firmware/software version is currently running on your Flex box? 

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
craigwf62

Contributor

 • 

31 Messages

Hace 5 m

I just watched 1 hr, 45 min of golf on YTTV before getting the error message.  I thought they had fixed it.  Darn.  Ever wonder why we are getting the Flex box and service for free?  I figure we're their beta testers.  We need to keep finding flaws or I suspect they'll start charging us for the service.  :)

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