Vudu app error

comicbob

Visitor

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4 Messages

@XfinityThomasC I can log onto Vudu. All my stuff is there. Nothing will play on the main box. It gives me the error. Movies on Vudu will play on the secondary or smaller box. Someone else said they are having the same problem with the main box. It worked since I first got Xfinity. Just stopped over a month or two ago.

2 years ago

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comicbob

Visitor

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4 Messages

@comicbob no code #

2 years ago

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XfinityThomasC

Official Employee

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2.5K Messages

Could you please send our team a direct message with your full name and full address? To send a "Peer to peer" ("Private") message:

In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
Click the "New message" (pencil and paper) icon
In the 'To' line, type "Xfinity Support" there. 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. An official employee, such as myself or whoever is first available, will respond. Thanks!

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

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

2 years ago

0

user_f05a41

Visitor

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1 Message

2 years ago

I have the same issue. swapped cable boxes and the issue still continues

1

CCMichelle

Problem Solver

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788 Messages

Thanks for taking the time to reach out to us regarding your issues streaming through the vudu app. Can you tell me if you are streaming through Flex, or X1 device? Are you having an issue streaming any other apps or just this app? Besides replacing the cable box what other troubleshooting steps have you attemped on your own? -Michellea

I no longer work for Comcast.

2 years ago

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StevetheKillaGore

Visitor

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8 Messages

2 years ago

Having same Issue, must be a recent development because I was able to watch Vudu not too long ago.

I can Launch App, Sign in, and display my movies in Library, but when you try and launch one it appears to try and buffer for a moment before displaying a message that says “it looks like your having trouble with this title”, then suggests I lower the resolution it’s streamed in, I’ve lowered to to HD, then to SD to see if it would even launch like that.

After trying to launch in SD it appears to try and buffer for a moment before displaying an error message that reads “network error - unable to stream at this moment due to network error”.

After reading thru some of these comments I decided to try and Launch Vudu and stream the same title on my bedroom Xid box and it fired right up with no delay.

it appears to be some kind of issue affecting the HUB STB but not the corresponding Xids on the same network as crazy as that sounds.

thanks for taking the time to look at this and I hope it’s resolved soon, was planning on watching Maverick with the fam for the Holidays.

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CCAnna

Problem Solver

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874 Messages

Thank you for the details @StevetheKillaGore! I did investigate our known issues, and I am not seeing this on the list. We certainly want to help. I would like to take a look at your account, try sending some signals, and possibly starting a ticket with the backend teams. Your help is greatly appreciated.

Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

I no longer work for Comcast.

2 years ago

0

StevetheKillaGore

Visitor

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8 Messages

Private message sent, hope I can be of help in resolving this issue.

2 years ago

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CCXavier

Official Employee

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695 Messages

Thank you, can you confirm all the coaxial cable connections in the home should be "finger tight". Can you perform the following connection checks?

Check the coaxial cable at the wall plate?
Check the coaxial cable at the Internet modem and Cable box?
Adjust/remove splitter if applicable?
Ensure the device is located at the originally installed outlet?
Ensure any amplifier within the home (if applicable) is connected to power?

Let me know when this has been done, please?

I no longer work for Comcast.

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

2 years ago

0

user_86n42a

Visitor

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6 Messages

FYI-no changes have been made to the coax connections since it worked a few weeks ago to it now not working the past 2 weeks or so.

2 years ago

XfinityRay

Official Employee

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2.7K Messages

Thanks for reaching out about the issue you are seeing with Vudu, @user_86n42a and thread. We appreciate all of the troubleshooting steps that have been tried and want to see the problem with Vudu resolved. I would like to access your account from here. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's 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

2 years ago

0

user_edf46e

Visitor

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1 Message

2 years ago

Same issues as other posters, can log in to app and view library of titles, but when trying to play one get a ‘network error’ / unable to stream. Annoyingly, it will let us watch the trailers but not the actual movie!

Trying to stream off of primary Xfinity box as noted by others.

Any solution would be appreciated!

Thanks

1

CCLysa

New Problem Solver

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617 Messages

Hi @user_edf46e

I know this has to be frustrating to only be able to view the trailers. I'd be happy to look into further and see what needs to be done to get this resolved. Please send me a Direct Message so that I can gather some account details.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the “chat" 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 no longer work for Comcast.

2 years ago

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comicbob

Visitor

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4 Messages

2 years ago

What about it, XfinityMichelle? Can you get your team working on resolving this issue so we can all have Happy Holidays with Xfinity???

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XfinityGabby

Official Employee

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1.5K Messages

Hello @comicbob, we know the importance of being able to enjoy your services. Can you please advise if you're getting any error messages and if this is happening on one 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

2 years ago

0

user_86n42a

Visitor

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6 Messages

2 years ago

Same error here. Steve has the best description of the error.

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StevetheKillaGore

Visitor

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8 Messages

2 years ago

Which Model Box is everyone having this issue on?

Im using the 4k XG1 DVR.

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user_86n42a

Visitor

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6 Messages

@StevetheKillaGore I am using the main X1 DVR box.

2 years ago

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user_86n42a

Visitor

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6 Messages

@StevetheKillaGore They asked me to go to Settings, Privacy, Locally Stored Data and "clear cache" but that didn't help.

2 years ago

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user_86n42a

Visitor

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6 Messages

@user_86n42a After testing again when a system outage was fixed, this seems to have worked after a DVR restart. You may have to logout of Vudu, then relogin.

(edited)

2 years ago

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StevetheKillaGore

Visitor

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8 Messages

Trying this now, will let you know if it worked on my end.

2 years ago

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StevetheKillaGore

Visitor

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8 Messages

Didn’t work on my end, issue still persists.

2 years ago

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user_98af11

Visitor

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1 Message

2 years ago

I am having an error streaming on the Vudu app, I get the error “it appears you have been having trouble streaming this movie at the HDX quality level. Would you like to select a different quality level? Selecting a lower quality level may allow playback with fewer buffering interruptions.” I then select to switch to SD and still get the error.
This is not an issue with the boxes. I live in Indiana. My dad and sister that live in Kentucky in different homes get the same error when they are trying to stream on their Vudu app through xfinity. So I’m sure this isn’t an issue with just my box. We can’t play it from our main boxes or DVR box but can stream from the little x1 boxes

1

CCZachary1

Problem Solver

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672 Messages

@user_98af11 I am sorry that you are experiencing issues when you try access the Vudu app on your X1 equipment. I know there was a known issue with the app recently but I would like to take a closer look at your account. I might need to work with my engineer team on this.

Could you please send our team a private message with your full name and full address?

To send a Private message to Xfinity Support from any Forum page:

Click "Sign In" if that prompt is visible

• Click the "Direct Messaging" icon

• 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

I no longer work for Comcast.

2 years ago

0

user_46438d

Visitor

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1 Message

2 years ago

wish i could watch vudu on xfinity. get network error everytime since november. This is February and still not fixed. [Edited: "Language"] xfinity???

(edited)

2

CCOtto

Problem Solver

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497 Messages

Hi, @

user_46438d

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a private message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• 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

I no longer work for Comcast.

2 years ago

0

StevetheKillaGore

Visitor

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8 Messages

2 years ago

Just tried again after all these months because I hit a dead end talking to support.

and now the app won’t even launch on my box.

2

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XfinityThomasB

Official Employee

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1.9K Messages

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• 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

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

2 years ago

0

XfinityLinda

Official Employee

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1.8K Messages

Thank you for meeting us in Direct Message, @StevetheKillaGore! As mentioned, there is a known issue with the VUDU app at this time. We currently do not have a workaround, but we have our engineers working on it for you. We appreciate your patience while we get this resolved.

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

2 years ago

0

user_553be1

Visitor

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1 Message

2 years ago

VUDU was working fine for me then it stopped a month or two ago. It wouldn’t let me log in or anything, it just kept failing to connect to the app. It started working again 2 weeks ago but now I’m back to a timeout “hardware error” message when trying to use VUDU. I swapped out my smaller X1 box for a longer model and I’m still having the same issue. All other apps work as well as my cable service. I’m only having issues trying to use VUDU.

1

XfinityJorge

Official Employee

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2.1K Messages

Thank you so much for using our Forums to contact our Team @user_553be1 and we are happy to take a deeper look to see what is going on with VUDU. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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

2 years ago

0