Visitor
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2 Messages
XG1v4 DVR box (Model AX014ANM) Crashes Paramount+ App Attempts to use the "Autoplay Next Episode"
Account Escalation / Tier 3 Engineering Request: I am experiencing a persistent, reproducible app container crash on my primary XG1v4 DVR box (Model AX014ANM). The issue happens strictly during the video playback container transition when the Paramount+ app attempts to use the "Autoplay Next Episode" feature. As the current episode ends and the next asset queues, the box triggers a generic "error in the app" message, drops the stream session, and defaults back to the linear X1 TV feed. The environment is 100% stable when Autoplay is disabled, isolating this as a buffer/cache handover failure on the platform backend rather than a localized network issue or credential error. Please bypass basic box restart troubleshooting and escalate this to Tier 3 or Account Provisioning to execute a "Host Account Refresh" and a full "MAM provisioning wipe" on my streaming app profile attached to this XG1v4 host MAC address. If a backend profile initialization refresh does not clear the transition block, please log an engineering ticket for the X1 platform integrated app update or process a replacement box.
XfinityAdrienne
Official Employee
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2.4K Messages
1 day ago
Hey there, @user_lsrqz9! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I completely understand where you are coming from regarding the Paramount+ App crashing while attempting to Autoplay Next Episode, it certainly is not what we want for our customers. At this time, there is a known issue with the App crashing and going back to the main screen. Our engineering team is working to get to the root cause of the issue, and there is currently not an ETA on a resolution. I do apologize for the experience, and we do recommend trying the feature every now and again as a fix will be deployed with a firmware update. Please let us know if you have any other questions or concerns, we are happy to help.
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