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user_18da46
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22 Messages

Wednesday, June 8th, 2022 3:37 PM

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YouTube TV App Restart Issue During Live TV

No visible error message, just a black screen, then it goes back to the home screen (about 30 seconds later).  Same thing happens on 2 flex devices.  I setup my laptop to watch the same live stream and it played all the way through.  Meanwhile my flex device restarted 4 times during the same show between 10:00 pm and 11:00 pm.  It happens almost right at 10:00 pm each night then usually around 10:10, 10:30, and then one more time before 11:00 pm.

Both flex devices are connected via ethernet.

This seems very similar to this issue YouTube TV App Issue.

I have contacted Xfinity support about it several times. One time they said they found the problem and fixed it, but it is still happening.  They other time they had me clear the application cache on the devices, but that didn't help either.

Question

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Updated 

3 years ago

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CCFelicia

Problem Solver

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311 Messages

3 years ago

Hello, @user_18da46 we apologize for the issues you've encountered with the Youtube app and Flex boxes, my team would like to assist. Are you watching the Youtube now, and how long have you been having these issues with your Flex box?

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user_18da46

Visitor

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22 Messages

@XfinityFelicia​ I am not watching now.  I have been having this problem since we got the flex boxes about 3 weeks ago.

3 years ago

0

XfinityRichard

Official Employee

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2.1K Messages

'm very sorry for the trouble you are having with your services. I understand how frustrating this is for you. Have you tried unplugging the Flex boxes from the electrical outlet for about 1 minute and plugging them back in?

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

3 years ago

0

XfinityRichard

Official Employee

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2.1K Messages

Hello, @user_18da46  I'm very sorry for the trouble you are having with your services. I understand how frustrating this is for you. Have you tried unplugging the Flex boxes from the electrical outlet for about 1 minute and plugging them back in?

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

3 years ago

0

user_18da46

Visitor

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22 Messages

Yes, I have tried that.   I can try that again.  I have checked all the connections are tight.  I have done the same with the modem/router.  So far the problem hasn't happened with Amazon prime.

3 years ago

0

XfinityRichard

Official Employee

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2.1K Messages

Thank you, @user_18da46 for that additional information. Have you tried replacing your ethernet cord and see if that makes a difference?

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

3 years ago

0

user_a24212

Visitor

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1 Message

3 years ago

Constantly having this problem for the past two weeks, drops for 20-30 seconds then back on every channel - annoying and have tried these as well.

May start looking for another provider if this does not stop.

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CCTambrey

Gold Problem Solver

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3.4K Messages

Hello @user_a24212. I'm sorry to hear you are also having this problem with the Youtube app on our Flex box. If you would like personal assistance troubleshooting this, please create a new topic of your own here on this board detailing your issue so that the community and our support representatives can assist.

I no longer work for Comcast.

3 years ago

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