Sparty1966's profile

Contributor

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28 Messages

Wed, Mar 3, 2021 11:00 AM

Amazon music (my music) gives endless loading timeout screens. Over two years without a fix?

I have searched many times hoping a fix was coming but see the same question from 2019 asked without a resolution.   Amazon Music opens fine, and I am logged into my account, but I can't play My Music(what I have purchased).   I tried calling tech support and they said I could have a tech come out (for a fee).  It's your system that isn't working so why should I have to pay?   Please find a resolution for this.  

 

Thank You

Official Employee

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334 Messages

8 m ago

Hello, @Sparty1966! Thank you so much for reaching out to us over our Community Forums regarding your concern about not being able to play Amazon Music over our X1 System. 

One big item to check would be the Application Locks with in settings on the X1 Platform. If you have any sort of Parental Controls enabled, this can also lock out applications that are on our X1 System. Please follow the link below to review the settings, and make sure the lock for Amazon Prime, or Music is off. 

https://www.xfinity.com/support/articles/x1-parental-controls-service-locks

Sparty1966

Contributor

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28 Messages

8 m ago

Thank you for attempting to help.  I checked the security settings and everything was off and no pin setup.   I have no issues with Amazon Prime movies but the music app isn't working right.  I open it and it shows I am signed in but when I go to my music(which is what I have purchased) I get a loading timeout screen that just keeps popping up when I hit the refresh option.   I went to Amazon Music settings and signed out, then signed back in which required me to go to Amazon to activate it again but the same issue.  I can play music there, not just what I have purchased. 

 

Thank You

Official Employee

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452 Messages

8 m ago

I really appreciate those additional details as it is helpful for troubleshooting. We definitely want to make sure that you can listen to all of your favorite songs through Amazon Prime. Have you tried doing a restart on the box itself to see if that helps resolve any connection issues and get this resolved?

Sparty1966

Contributor

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28 Messages

7 m ago

Just a follow up.  Have tried everything suggested and zero luck.   I see several forums with the same issues so tech support should look into it.

Thank You

Visitor

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1 Message

4/18/2021 - I have the exact same problem as Sparty1966 above...no amazon library access to "MY MUSIC" on Xfinity-DVR->APPS->Amazon Music.  Receiving "Loading Timeout" with a do-nothing "Refresh".  ALSO, getting "You have not listened to any music.  When you do your music will appear here." under RECENTS in spite of listening to other music.  I did the following:

  1. Subscribed to a free trial of "Unlimited Music" above my Prime version.
  2. Made certain there are no parental controls on any applications (no locks/pins).
  3. Restarted the DVR and the Gateway.

Still not working!

I appreciate any help I may receive so I can listen to my purchased collection on a new Sonos soundbar.  

Official Employee

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381 Messages

Hello and thank you! I really appreciate you being a member of the Comcast Family! Please send me a private message with your name and service address by clicking on the chat icon at the top right of the page. Then select the Xfinity Support Tab to start the chat session. 

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

I am having the same issue!

Visitor

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1 Message

I have the same issue, I don't know how to fix it. Anyone can help?

Official Employee

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192 Messages

Hi there!  Thanks so much for taking the time to reach out to Xfinity here on out Community Forum.  We are so glad to hear from you and ready to assist with this in any way that we can.  Can you tell me how you are accessing Prime?  Are you on a smart device or on your X1 device?

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

2 m ago

In Amazon you need to clear the cache. Check your Amazon Music account. Worked for me 😃

Visitor

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1 Message

@user_bd07ea  

Can you describe what you mean by 'clear the cache' in Amazon? How did you do this? Thanks so much!

Official Employee

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290 Messages

@Terri55303 Here is how to clear a pp Cache and Data on:
  1. From the device's home screen, tap the Menu button on your device.
  2. Select Settings.
  3. Select Apps.
  4. Locate the app title from your list of apps.
  5. Select Storage.
  6. Select Clear Data

Please know these steps may vary based on device. I hope this helps! 

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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