U

Visitor

 • 

1 Message

Wed, Jun 23, 2021 9:17 PM

Xfinity Beta App For Samsung - Black Screen

Hello,

We have a new Samsung TV and have been using the Xfinity Beta App and when launching the app the screen just turns black. I have reinstalled the app and the same thing still happens, I have confirmed the TV has internet access.  Can someone recommend a fix?

Responses

Official Employee

 • 

136 Messages

3 m ago

Hi, @user_ebb904! I am sorry for the trouble with the app on your Samsung TV. We are happy to hear from you here! Have you checked to see if your TV has any updates? I recently had to update mine at home. You can check and if it does, retry the uninstall and reinstall once again.

(edited)

Visitor

 • 

1 Message

@ComcastLinda FYI, it's not a TV specific thing.   Samsung said  it's your app.    TV reset to factory default, verified software version with them is the latest, app downloaded fresh - still black screen.   3 different Samsung TV  no longer working.

Official Employee

 • 

197 Messages

@RBKWA thank you for letting me know. It sounds like you have tried quite a bit of troubleshooting and have worked with us and Samsung to clear this up. I really appreciate the time and energy you have put into this and I know that can get tedious at times. AS long as your tv is a 2017 model or newer, it should work with the Beta version of our Xfintiy Stream app. Since you mentioned this is a new TV, lets go ahead and work through your account to fix this. I definitely want to be sure this is corrected so you can enjoy your new TV with Xfintiy content soon!

 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer 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 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

New to the Community?

Start Here