AppleTV Plus App Will Not Launch On X1

Hello @ventruejusticar, thanks for reaching out for help on our forums! Are you receiving an error message or code on the screen when attempting to launch Apple TV on your X1 cable box? Do you know if you're using an X1 cable box or a Flex streaming box? 

I have the exact same problem.  I spent one hour on the telephone with Apple to try to resolve it from their end and got no results.  They are just as perplexed about the connection failure as we are.  They had no solutions.

Same problem with Apple app on Xfinity XG1v4. Clearing the data worked, but I then wasted 30 minutes of my life laboriously re-logging into each of my steaming apps. Have mercy Xfinity and update your firmware to allow a SINGLE app’s data to be cleared.

I had this problem a few months ago and clearing local data did not fix it.   Xfinity support ran a process that took care of it: 

"We sent a provisioning signal to your equipment, which forces it to reinstall the firmware version and reconnect to our network. If this issue happens again in the future, please let us know, and we can send the signal again. This typically happens after there's an update to the equipment, and it doesn't register properly with our network." - XfinityStephanieK

Has anyone had this issue with the Flex streaming box and been able to resolve? I’ve been on the phone with Xfinity multiple times with no solution and it’s frustrating because Apple is literally about the only app I watch. I got the Flex box a week ago to minimize my bill as I don’t watch cable outside of Max and Apple and now I can’t. It freezes on the initial black screen and won’t launch. My new remote has no Xfinity button. 

Weeks with no Apple TV and no help from xfinity. Additionally, tiled and pixelated cable. Terrible service for being a loyal customer

Apple+ login problems.  About 95% of the time when I go to Apple+ I need to login. I normally use the OCR Code then type in my Apple ID and Password. Sometime the OCR Code isn’t on the screen and I need to go to the Setting part of the app.  Why doesn’t the login hold. This happens on the X1 and secondary boxes.   

To piggyback off of everyone’s comments, because I believe the employees aren’t 100% sure what is going on:

1. We are not having an issue with any other app that we can access on the X1 boxes, just the Apple TV+ app. So yes, it’s isolated to the Apple TV+ app only.
2. When rebooting the device, refreshing the signal, unplugging and plugging back in, etc. that does nothing to fix it.
3. The main suggestion here has been clearing the third party app data to fix the problem, however, I’ve tried this multiple times, and haven’t had any success.
4. Personally, I’ve chatted in, talked on the phone with agents, you name it, and being told time and time again different information is draining.
5. The theme here, correct me if I’m wrong everyone, is the 4k boxes providing this issue with the Apple TV+ app. I’ve been experiencing this, and a multitude of other issues, since I received my equipment on August 17th. While I thought that it was in regards to just the wireless 4k box, the wired 4k box actually also has this issue. I just swapped my main box for the XG1v4 on Saturday and now I’m having the same issue. This seems to be isolated to just these boxes.
6. Given that information, this needs to get escalated to the right department, and, in my opinion, a press release needs to be made regarding this issue. This article on the forum has been open for 5 months, and with no resolution in sight, this is very embarrassing for the company, and concerning that your customers are trying to figure out and fix their issues on their own with minimal to no help from the employees. No fault to their own, it’s because there seems to be no interdepartmental communication between anyone. And truly, if this was just an issue that needs to be patched but it takes time then that is okay, but. The issue is being left in the dark when the customers are the poor class trying to exist.

Hello, I was having the same issue with the Apple TV app on my X1 box. I cleared all data as stated in above comments. App worked and I logged in but it does not show my library option in the app. 
i logged into the Apple TV app from my firestick as well as my PlayStation Store and when the Apple TV app comes on, the library caption is at top with the others. 
So it has to be an issue with xfinity with the Apple TV app. How can I fix this?

So everyone,

I was able to finally fix this, and I’m speechless on how I had to do it.

Just some quick clarification here when I just got my services around a month ago, I haven’t been able to access the Apple TV app on any of the 4K boxes that I had. The Apple TV+ logo would just stay on the screen as if the app was launching, however, it would never get passed that screen. Numerous people have tried to help me out with this with no success such as system refreshes, restarts, etc. I’ve been told that “the app should work on the 4K boxes just fine” even though I clearly was having an issue even trying to open the app for the first time to log in and use it.

Yesterday, season 3 of The Morning Show came out, so it was being advertised on the apps page on the X1 menu. I decided to click on it. When I did, the app actually brought me to the series page! I was able to go to the sign in page and then I was finally able to use the app. I exited the app before I got too excited so I was positive this was real, and sure enough, it worked still and opened within 8 seconds. I went into my living room to try the X1 box in there and do the same thing, although this time, I asked the remote assistant for a specific show on Apple TV+ (I used The Morning Show again to test it out) and wouldn’t you know, it worked!!

I’m so ecstatic that I can actually use the system to its full capabilities. However, I’m disappointed that it took so much effort to get here, and even how it took me figuring it out myself vs Comcast being able to help me with this.

i believe there is a bug with the Apple TV+ app that’s preventing it from opening on the 4K X1 models if the app hasn’t been interacted with before and it’s the first time someone is logging into the app. I was able to use the app on the old X1 box that had the clock on the front, just not on any of the 4K boxes. I’d like to see all of you give it a try if you’re still struggling with accessing the app. I urge Comcast’s to look into this matter as it’s very inefficient for your customers to have to go through so much effort to access an app that should be available to them the moment the box is activated. I believe there needs to be a press release with an apology and a comment saying that they’re looking into the matter

This worked for me. Thanks for posting 

I have exactly the same issue with one major exception:  Two of my three XiD-P (the smaller boxes for other TVs than my main TV X1 setup box) have successfully launched and operate the AppleTV+ application.

Last month I swapped out my X1 unit for a brand new one thru our local Xfinity Store as the prior unit was failing...randomly shutting off.  The original X1 ran all the third party apps as mentioned (Peacock, Disney+, Netflix, Prime Video, Hulu, Youtube, HBO Max, Paramount+, etc.) including AppleTV+.  After installing and setting up the new box, I reinstalled all the apps.  However, my experience with AppleTV+ is exactly that as mentioned in the original thread...the lower caption advising about third party app and the appearance of the AppleTV logo with no ability to log-in or move forward.

I conducted an hour long online chat with a technician only to be told that they reached the limit of their remote abilities and would elevate my case.  I never received any further contact from Xfinity.  I then telephoned technical support and although friendly and knowledgeable, she too was unable to solve the issue after more than hour and multiple resets and restarts.  She set me up for an appointment by an Xfinity tech (at no cost).  During his subsequent visit, I demonstrated the problem on the X1 and the operating XiD-P units that did connect to AppleTV+.  He informed me that would be unble to resolve the issue given that it was an app.  That all he could suggest was replacing the X1 again, which I did not want to do given all the setup to match my TV, Receiver, entertainment devices, etc. and install of all the other apps. Also he thought that replacement would not likely solve the problem.  Side note: Xfinity billed me $100 for that 15 minute visit which I later contested and was corrected.

Bottom line:  Every now and then I attempt to launch the AppleTV+ through various means (Voice Remote, App's screen, Menu Selection, etc.) all to no avail.  It's extremely annoying that I have to resort to launching AppleTV+ through either my AppleTV+ box or through my Samsung Smart TV.

This is not the only thread or comment that I've discovered relative to this problem so Xfinity should devote energy to resolving this...it's been going on for quite a while now with multiple complaints.

I’m having a somewhat similar issue except that I’m able to start an Apple show, it gets through the recap, and then I get a message that says Video not Available. This is true for multiple shows on Apple TV. All my other streaming apps work fine.