AppleTV Plus App Will Not Launch On X1

@Florenz​ Did Apple Support by chance know about the clearing of local data under Privacy as directed below?  Or did you happen to try that to solve your issue?

Apple Support did not know about the clearing of local data.  I have not tried that yet but will do so soon.  Basically, Apple Support did not know much about anything technical other than whether my subscription was valid or not.  

@BIslander​ That's great to know!  I thank you.  Fortunately the clearing local data did work for me that time. 

On a completely unrelated issue, I had a couple X1 wireless satellite TV boxes which were stuck on just 3-4 channels.  Any attempt to tune a channel outside of that group of 3-4 adjacent channels resulted in an error message.  I tried all forms of troubleshooting available to me and then spent 2 hours here on the forums in DM's and they reached a point where they tried everything and had escalated the issue to another tech support team and about 10-15 mins later the problem was completely eliminated.  I was not told anything about what they did or tried or especially the last thing they tried.  Perhaps it was a provisioning signal.

I just wish I had that 3-4 hours of my life back spent trying to fix what is, in my opinion, a not particularly well designed, written, or running operating system.  I'm not talking about the user interface or the features, etc.  It's the underlying OS or firmware.  For something that reboots every single day, there's still an occasional hiccup.  But, what do I know?  I'm not a software engineer or computer scientist.  Just a casual Windows user who has performed their own tech support for about 30 years now and occasionally builds their own PC.

@user_b5a4f4​ I've found the tech support here in the forums via DM to be more effective and more efficient than calling.  Perhaps you can get someone with them to reprovision the box, whatever that means.  It seems to be some sort of signal that causes the hardware to completely wipe its firmware/software and start from scratch.

Hello, user_b5a4f4. Let's see what we can do to get this fixed for you ASAP since your remote doesn't have an Xfinity button. I recommend using the Xfinity Web Remote to access the Flex box as it will include the Xfinity button. Here is a link with more information https://www.xfinity.com/support/articles/x1-accessible-tv-remote-web-app.

@45C - I know I'd be wondering that same thing too! Is this issue isolated to Apple+, or, are other steaming services having you log in each time too? Apple TV+ has its own parental control settings you can access and modify. Have you checked to see if any settings within parental control might need toggling? 

This problem of having to login into Apple+ each time I want to access its programs only is on Comcast equipment. I have no problem on my iPad or on the Apple+ apps that are on my Samsung or LG smart TV’s. Also,, sometimes when I try to access Apple+ it asks for the login immediately, sometimes I appears I’ve logged in until I try to watch a particular show and then it wants me to login and sometimes it acts as if I’ve never signed in and don’t have an account. Seems that wherever login info is stored can’t be accessed. 

Thank you for keeping us posted, @45C! Does your Apple+ subscription have a limit on the number of screens you can use to access the app?

No.  There is no limit of the number of screen you can use to access the app. 

Have you tried removing the Xfinity app completely and then adding it back again with your username information to see if that helps? 

We are glad to take a closer look at this for you.  Please feel free to shoot us a private message so that we can get started.  

To send a "direct message" / "private message" message to Xfinity Support:

 • 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

Yes; I agree! This is an Xfinity issue.

When I want to watch Apple TV+ on our television with the dvr, I need to reboot the dvr box. Then Apple TV+ will show the movie/series. Otherwise, it opens Apple TV+, plays the ‘ads’ and ‘recap’ only. Won’t play the movie/series itself until I reboot the dvr. On our tv with an ancillary box (not dvr) Apple TV+ plays just fine. Go figure?

This is what I am experiencing as well.  I can watch Netflix, Amazon Prime, Paramount +, etc. with no issue, only happening on Apple TV app.  

@bambooway​ 

I have the same problem, which started in late September with my X1 box (which has previously not had a problem). Apple+ launches, I select the show, a coming attraction and then a recap runs and then I get a gray screen that says “Video not available. There’s a problem loading this video. If this continues, check your internet connection”. If I either “restart” or “system refresh” the box, then Apple+ works fine until I exit the app and then it reverts to not working as described above. Apple+ works fine on my IPad and IPhone.  Apple+ also works perfectly on my auxiliary/satellite xfinity box. I don’t want to replace the box and lose a number of saved programming. And I don’t want to refresh the local data and have to go through the tedious proces

@user_ec399b Our team can help you with your Apple TV concerns today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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

@jadlo99​ Also speechless, THANK YOU.  This worked for me.  Thanks for nothing xfinity.

@jadlo99​ 

Amazing. Thank you! Been trying to get a fix for a month. This worked! Appreciate you sharing

@jadlo99​ OMG!! You solved it! This solution worked for me too. Thank you for sharing this workaround!!

@KenikaNJ​ have you tried what I suggested above? It’s worked for others once I said that :)

I was hesitant to try the suggested fixes given that it would require “starting from scratch “ having to reinstall all of my other current apps…compounded by having the main setup box and three other TVs on the XiD-Ps. Since two were operating fine (with AppleTV+) and two weren’t, I wasn’t going to risk encountering new problems. 

Instead, I kept occasionally trying to launch the AppleTV+ app and eventually got one of the two to take hold…quickly going to the other and doing likewise. In both cases I had to capture the onscreen QR code and go through the log-in process with success. 

Therefore my recommendation is to be patient and try launching AppleTV through the Apps screen option versus voice remote and play “Russian Roulette”. It took me about a week or more before I got the app to launch properly. 

Me too!  Apple TV+ has worked flawlessly for me ever since launched, until last week around 9/27/23.  Exact same symptoms: launches, recap, then "Video not Available,"  "check your internet connection.  My internet connection tests great, everything else works fine including regular Cable TV, On Demand, Peacock, Max.

Hello @ScottBojko, thanks for reaching out for help with your Xifnity stream app. Our team will be glad to take a look at this in more detail. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

Please let me know if you have any questions or run into any problems. 

@mckomar​ I encountered that same response but kept at it returning the next day or two eventually getting through and having it run properly. One trick that might have helped was launching AppleTV+ on my mobile phone and using “resume” watch a few minutes of a show I previously started. The TV apps seemed to get past that hiccup after that. Good luck.

@ScottBojko​

UPDATE 2 10/8/23 morning:: problem returned several hours later.   Xfinity and Apple TV+ apparently have a problem together  that needs to be solved together.   More reports are showing up on both Xfinity and Apple user forums. 

UPDATE 1 10/7/23 afternoon::  I DM'd with Xfinity support and, after going through a lot of Q&A, Xfinity support refreshed the signal to my X1 box and it has appeared to correct the problem!  Here's how to DM. Good luck!

Xfinity support: thanks for reaching out for help with your Xfinity stream app. Our team will be glad to take a look at this in more detail. Use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address. Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" 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

@XfinityRyanE​ I DM’d with a tech who eventually refreshed signal to my box (something like that) which momentarily solved the problem, but within a few hours, problem re-occurred and continues. 

based on the volume of reports, this appears to be a systemic problem between Apple TV+ and xfinity

@user_r19nv0​ I'm a little confused because you said you tried to uninstall/reinstall the app on your Samsung TV.  This thread is specifically dealing with the Apple TV+ app on Comcast Xfinity's X1 cable TV boxes.  As far as I know its impossible to uninstall/install apps on the X1.  They're in essence built into the X1 interface or platform.

@user_r19nv0 Thank you for reaching out via our Xfinity Forums. Can you please clarify if you are trying to access your Apple TV subscription on your X1 device or is the app on your Samsung TV?  We can not troubleshoot the app on your TV but if you are using trying to access it via the X1 box we can troubleshoot this with you. 

@user_s42oii Hi there! Thanks for taking the time to reach out to us today. We are sorry to hear you are having issues with streaming videos in the Apple+ app. I watch this a lot, so I can understand how frustrating this must be. Our awesome team can help.

We would like to do some account specific troubleshooting. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

@user_s42oii​ We had the same problem. We tried changing the big Xfinity box in the living room for one of the smaller auxiliary boxes in the bedroom. I saw this on some forum. It worked great. There is something wrong with the Xfinity X1 big boxes and Apple +. I miss the clock on the box in the livingroom but we can watch Apple + anytime now. Good luck!

Same here friends.  Exact same problem persists for several weeks now.  None of the suggested workarounds or fixes provide permanent solutions.  On the occasions when a refresh “works” the problem returns shortly. “Video 

not Available.”     Something changed.  Apple TV+ and Xfinity need to work together to solve, and stop putting customers through the runaround.

fingers crossed.   Love Apple TV+ programming and Xfinity is otherwise great too!

UPDATE after several weeks of “Video not Available” requiring Xfinity X1 box 10 minute “refresh” workaround to watch each Apple TV+ program, for last few days,  Apple TV+ is once again working properly on Xfinity X1 with no other action on my part.

thank you Apple and/or COMCAST XFINITY! (Hope I don’t jinx it)

Is Apple TV+ now working again for others?