I am having the same issue. I can launch the app on the X1 interface but it just shows Connecting for about 4 minutes then says connection failure, try again later or something like that. This started on the 18th as well. I can connect on my network to Vudu through the XBoxOne but not xfinity X1
@markDouglas. This issue is known with our engineering team and it being investigated. We can keep an eye on it and follow up with you
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.
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.
@markDouglas. I show the issue has been resolved. Does it work correctly?
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.
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.
Make sure your set-top box is not a RNG150 or the Pace XG1v1, Those boxes are not compatible. If you are unsure of your box, please send us a direct message with your full name and address. To send a direct message, please sign into the Forums (if you are not already). Then click on the "Chat" icon in the upper right (left of the notification bell). Next, click on the "notepad/pencil" icon, and lastly Xfinity support.
Same issue here with 3 boxes. They will all initially load the Vudu app but once you onboard with vudu.com/start it will just hang, give an error and it you let it sit longer it will get a Failed to connect to the network error with details of a Connection Timeout and info about your hardware. It has to be on Comcast end since; phone, tablet, laptop, Vizio TV, AppleTV, Google Chromecast w/Google TV and Roku are all fine with Vudu. I ran into this a couple days ago and also discovered that HBO Max is not loading on the main box I use. Not a big deal sine I have many better streamer options. HBO Max works fine on my 2 other boxes; another XG1v4 and a XG2.
Has anyone reported this? Odd that it would be broke for a week and they don't notice, post anything etc.
@user_10f79f I love the Vudu app and I know how frustrating it would be uif I had issues launching it. My great team is here to help.
Other's have pointed out they are receiving an error message. Are you receiving an error message when trying to launch the app? Is the issue continuing? Any further information is appreciated.
@XfinityDannyB I am on xFinity X1 and launch the app through this interface. I use to work fine on the West Wing UHD episodes that I purchased up until the 18th or so. The app tries to connect.... then after a while it comes up with Check your internet connection, press any key to try again... etc. After a while it comes back with the following error: Failed to connect to the network. Press any key to Retry. Below that it says Connection Timeout. Hardware. ID: XFIN:STB:PERF2:1378ed02a5e47f49dbb4cd2c5fa5732c457abdbf and gives my Device ID: 39 , SW Build #: 7.16.38 (1839-b&d8bdf5).
Also, my Microsoft computers (1 on Windows 10 and 2 on Windows 11) all give the same error when I try to launch the UHD title. It says format not supported by this browser (Edge) and suggests trying another browser.... which is not going to happen. I see others have tried Chrome, etc. and have the same issue. I believe that the problem routes with an update to the VUDU software, so expect that most people have one issue or the other.
Thanks for letting me know. Is there any message on the screen? Have you tried any troubleshooting like unplugging the box and plugging it back in? Is this an X1 box or Flex box?
Hey there, @user_298a6a. Thank You for taking the time to reach out to Xfinity Support, here on the Community Forum and in this thread. XfinityDannyB is working with another customer on this thread. From our end, we see the thread very differently, so he doesn't see you @ing him. We see the conversation by customer, rather that topic, or a specific thread. In any event, I am here to assist you 😀 Let's go ahead and move to DM so that I can look at this relative to your account from this end. To get started, and to locate the account, please send our team a direct message with your full name and full address. Thanks!
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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• 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
Would love to do so Travis, but after taking a lot of time to just get to the message and write it up, there is NO freekin' send button showing........ Am I missing something?
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.
Since this is happening on both X1 and Flex it has to be a client update issue. Either that or a firewall or other issue is preventing the clients from connecting to Vudu.
@user_a6f3b8 You cannot fix it on your own. It's an issue on the Comcast end. I was thinking it was a server issue but based on recent upticks on issues streaming with Vudu this is more likely a client app update that needs to happen. I'm guessing Vudu changed something and now Comcast needs to push a new client to the boxes. Anyhow I checked my boxes and it's still busted. HBO Max is also still busted on one of my boxes and the only fix for that is a new box. Pretty lame if you ask me. We should have the ability to reset, remove and update these streaming apps on these boxes then there would not be as many issues. There is the remove local content/cookies etc. under privacy in settings but it only clears data for a handful of apps. Netflix has it's own reset option. You could try that button my experience over the weekend it dit not fix anything with HBOMax or Vudu. Was just a waste of time since it logged me out of a few apps.
Kinda embarrassing for Comcast since they own Vudu now. Their company Fandango Now purchased them a while back. Oh and BTW over the weekend I was able to remove the X1 boxes from my Vudu account then I was able to re-onboard them with un/pw however after that and on subsequent launches it hangs as it does now. I tried this again yesterday and it still hangs and the box gets put back on your Vudu account and you get an E-mail stating that the device has been activated so something is working but not fully.
Hello @user_10f79f. I wanted to check in with you to see if this has been resolved. If not, what troubleshooting steps have you tried on your end so far?
It's still working for me on all 3 boxes; 2xXg1v4s and a Xg2. Vudu keeps adding the box to my account each time I access which is odd. I noticed this behavior after the outage when I removed the boxes from my account to troubleshoot. Seems Comcast is keeping credentials and I don't know if the clear local storage option removes that. I'm thinking not since I've done that a couple times and Vudu still functions. This could be a potential security issue if you don't want the next recipient of your box to have access to your Vudu. I suggest that you clear local storage AND signout of all apps before returning a box. HBOMax still won't load on my main v4. Seems this will require a box swap at some point if a future app update does not fix it. This is why I don't rely on Comcast for streaming and have others I use.
This is so annoying. Vudu is busted on Xfinity X1 boxes again. I wondered why someone liked an old post from me. Just noticed. Don't know how long it's been broke, again.
Hello @user_aa7c42 There are not currently any known issues with the Vudu app at this time, and any previous issues should have been resolved with an update of the app. Can you please provide us specifics into the issues you are having with the app? Are you getting any error messages? If so, please share the exact error you are seeing. Are you unable to access this using an Xfinity cable box? Please also share any troubleshooting steps you have already taken on your end. We look forward to hearing back from you!
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.
user_298a6a
Visitor
•
5 Messages
2 years ago
I am having the same issue. I can launch the app on the X1 interface but it just shows Connecting for about 4 minutes then says connection failure, try again later or something like that. This started on the 18th as well. I can connect on my network to Vudu through the XBoxOne but not xfinity X1
0
markDouglas
Contributor
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25 Messages
2 years ago
Same issue here says network error. It's been going on for a couple of days now since the 16th that I know of
4
Mr_Kludge
Contributor
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143 Messages
2 years ago
Same issue here with 3 boxes. They will all initially load the Vudu app but once you onboard with vudu.com/start it will just hang, give an error and it you let it sit longer it will get a Failed to connect to the network error with details of a Connection Timeout and info about your hardware. It has to be on Comcast end since; phone, tablet, laptop, Vizio TV, AppleTV, Google Chromecast w/Google TV and Roku are all fine with Vudu. I ran into this a couple days ago and also discovered that HBO Max is not loading on the main box I use. Not a big deal sine I have many better streamer options. HBO Max works fine on my 2 other boxes; another XG1v4 and a XG2.
Has anyone reported this? Odd that it would be broke for a week and they don't notice, post anything etc.
0
CCDanny
Recognized Contributor
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238 Messages
2 years ago
@user_10f79f I love the Vudu app and I know how frustrating it would be uif I had issues launching it. My great team is here to help.
Other's have pointed out they are receiving an error message. Are you receiving an error message when trying to launch the app? Is the issue continuing? Any further information is appreciated.
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user_10f79f
Visitor
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6 Messages
2 years ago
Yes it was still happening before I left for work lastnight and when I came home this morning.
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CCDanny
Recognized Contributor
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238 Messages
2 years ago
Thanks for letting me know. Is there any message on the screen? Have you tried any troubleshooting like unplugging the box and plugging it back in? Is this an X1 box or Flex box?
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user_10f79f
Visitor
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6 Messages
2 years ago
It's an X1 box and yes I've unplugged box and refreshed the system.
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user_10f79f
Visitor
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6 Messages
2 years ago
It has to be on xfinity's end because all the Roku in the house work. And there are 4 of those.
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user_a6f3b8
Visitor
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1 Message
2 years ago
I am having the same issue. I get the error "Failed to connect to the network." How do I fix it?
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Mr_Kludge
Contributor
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143 Messages
2 years ago
Vudu is working again. At least for me. I haven't checked the other 2 boxes but expect them to be fixed also.
0
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user_a7da6f
Visitor
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2 Messages
2 years ago
Same here. Vudu has never worked for me on flex
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user_10f79f
Visitor
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6 Messages
2 years ago
It came up for me worked for a week now its down again. Xfinity needs to do better.
1
Mr_Kludge
Contributor
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143 Messages
2 years ago
It's still working for me on all 3 boxes; 2xXg1v4s and a Xg2. Vudu keeps adding the box to my account each time I access which is odd. I noticed this behavior after the outage when I removed the boxes from my account to troubleshoot. Seems Comcast is keeping credentials and I don't know if the clear local storage option removes that. I'm thinking not since I've done that a couple times and Vudu still functions. This could be a potential security issue if you don't want the next recipient of your box to have access to your Vudu. I suggest that you clear local storage AND signout of all apps before returning a box. HBOMax still won't load on my main v4. Seems this will require a box swap at some point if a future app update does not fix it. This is why I don't rely on Comcast for streaming and have others I use.
0
Mr_Kludge
Contributor
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143 Messages
2 years ago
This is so annoying. Vudu is busted on Xfinity X1 boxes again. I wondered why someone liked an old post from me. Just noticed. Don't know how long it's been broke, again.
1
user_aa7c42
Visitor
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1 Message
2 years ago
I am currently experiencing this issue.
Was a fix reported?
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0