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BIslander
20th Anniversary celebration
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1st Reply

Problem Solver

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384 Messages

Sunday, May 14th, 2023 3:10 AM

Closed

Apple TV+ Won't Start

I have four X1 boxes.  One is a new XG1v4 I got last week as a replacement and Apple TV doesn't load on it.   The screen parks on the app logo and never goes to the content.  The other apps load on that DVR and I can get to Apple content just fine on the other three boxes.  I've power cycled the box and that didn't help. 

Question

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Updated 

1 year ago

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BIslander

Problem Solver

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384 Messages

1 year ago

Well, it happened again and there was a different, actual fix:

"We sent a provisioning signal to your equipment, which forces it to reinstall the firmware version and reconnect to our network. ... This typically happens after there's an update to the equipment, and it doesn't register properly with our network."

Something to remember for future reference. 

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BIslander

Problem Solver

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384 Messages

1 year ago

Any idea what might be causing this?   I've power cycled and done a reset through the app.  Again, I get AppleTV+ just fine through my other three X1 boxes, just not this one. 

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CCJennifer

Problem Solver

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743 Messages

Hello @BIslander Thank you for reaching out on our community forum. I hate to hear the AppleTV+ app isn't working on the new box. Have you tried uninstalling and reinstalling the app?

 

I no longer work for Comcast.

1 year ago

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BIslander

Problem Solver

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384 Messages

@XfinityJennifer​ ?  I am unaware that users can install apps on an XG1v4.  How is that done? 

1 year ago

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BIslander

Problem Solver

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384 Messages

I also tried a full system refresh and that didn't help either. 

1 year ago

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XfinityAmira

Official Employee

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3.8K Messages

@blslander, we appreciate all you have done on your end in trying to rectify this issue. My team would like to further troubleshoot this with you. To better assist, please send us a Direct Message. 

Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message icon” (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your 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

1 year ago

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BIslander

Problem Solver

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384 Messages

Thanks.   I posted the message.

1 year ago

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BIslander

Problem Solver

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384 Messages

1 year ago

Turns out I didn't have to swap boxes after all.  Direct messaging support had me clear local data, which fixed the problem.  Turns out I had to sign in to all my apps again, a bit of a pain, but better than getting a new DVR, which would also require signing in to all the apps again on the new box.

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