Ang103's profile

New Poster

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14 Messages

Wed, Feb 9, 2022 9:47 PM

Closed

App freezes when playing back offline downloads

I downloaded recordings to view while offline on my samsung tablet. Shows won't allow me to skip ahead more than 2x30 seconds. App freezes and no matter how far into the program I'm at I have to restart at beginning to watch again. Only lets me restart about 19 minutes point of recordings or will freeze. Thought it was my tablet so I upgraded it only to do the same thing! Seems there haven't been any solutions to this issue unless I missed it. Please help so I can utilize everything I'm paying for with xfinity!

XfinityJodie

Official Employee

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666 Messages

6 m ago

@Ang103 Hi there, sorry to learn about the downloads not working right. Does the same kind of freezing happen when the programs aren't downloaded? 

New Poster

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14 Messages

@XfinityJodie​ no, the stream app seems to work fine when connected to WiFi. It's only on downloaded content being played without WiFi. I have tried this with 3 different tablets, the last with a new tablet and it does the same on all of them. 

Official Employee

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570 Messages

@Ang103 You're in the right place for help. We'll want to work with you privately to troubleshoot this issue further.

 

Please send me a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

 

  1. Click "Sign In" if necessary
  2. Click the "Direct Messaging" icon (upper right corner of this page)
  3. Click the "New message" (pencil and paper) icon
  4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
  5. Type your message in the text area near the bottom of the window
  6. Press Enter to send your message

 

I look forward to working with you soon!

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Visitor

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2 Messages

5 m ago

Did you figure out this issue? I have the same thing happen with me. When I try to download some recorded shows on my Ipad and I watch them, as soon as I try to fast forward through commercials it freezes. You can hear the sound still playing but the video is frozen.  

New Poster

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14 Messages

@user_8eac05​ not yet. I just sent them a private message for help which I don't understand why it needs to be private if others are having the same issue.

Official Employee

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287 Messages

We can most certainly further our troubleshooting here too!
May I ask, the tablets that you've experienced this issue with, are they all perhaps android, or apple based? Or another platform?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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New Poster

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14 Messages

All android tablets. 

Visitor

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1 Message

I have the same issue but on Apple iPad (Mini, Air, Pro, all latest generation and up to date iOS and a finite app). 

Visitor

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2 Messages

I have the same issue on my iPhone 

Visitor

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2 Messages

5 m ago

Tried to correct it through the live text feature, but it just got escalated. 

Visitor

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1 Message

4 m ago

I am having this exact same issue and have for several months.  I fly a lot and nothing is ore frustrating than to be halfway through a recording and have the picture freeze.  With no internet access at 30,000 feet, you're out of luck.  It is getting to the point that I am ready to give up and just use Netflix for all of my downloaded content.  Has anyone found a solution?

New Poster

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14 Messages

@user_84ad10​ I haven't got any solution yet and we are traveling soon and use this a lot in the summer. Very frustrating when it happens! They either need to remove the option or get it fixed! Nothing worse than thinking it will work and find out too late it doesn't!

Official Employee

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691 Messages

@user_84ad10, I know you want to be able to enjoy all your recordings anywhere, especially if you travel a lot. We want you to also! Are you able to let us know if you have tried testing a recording that is giving you trouble on multiple devices? I recommend creating a few new recordings and test them on a few different devices if possible.  

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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XfinityGabby

Official Employee

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540 Messages

Hello @Ang103, we appreciate you taking the time to reach out to our team through our Forums page. We certainly know how frustrating it can be to experience the issue with the recordings, we appreciate all the troubleshooting steps you've attempted to try and resolve the issue. We would like to take a closer look at the issue, with that said, can you please send a Direct Message with your full name and address? 

 

 

Here are 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

Visitor

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6 Messages

Same issue here on an iPad. Been going on for months. Just freezes and there is no fixing it. 

Visitor

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1 Message

Same exact issue here. I tried deleting  and downloading again for a long flight. 4 minutes in and the picture freezes. Sound continues. So frustrating.  

Regular Visitor

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2 Messages

3 m ago

Same issue here on multiple iPads and iPhone

Official Employee

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671 Messages

Hi, there! @acerto We appreciate you for visiting our community for help with the app freezing when playing back offline downloads on multiple iPads and iPhone. I never like experiencing freezing issues so I can understand the inconvenience that this can cause. I will do everything I can within my power to help. To get started, can you tell me what troubleshooting steps you have tried so far? Have you tried uninstalling and reinstalling the app? Can you tell me if you ever get an error code or an error 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.
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Visitor

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1 Message

3 m ago

Stop the Madness.  Just post the solution as all of us are having the same issues and they are getting worse.  It happens ALL THE TIME on downloads

XfinityAnna

Official Employee

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655 Messages

I am sorry to hear you have had this trouble as well when attempting to watch your downloaded content using the Stream App @MikeXfin296 . At this time, I am not showing a known problem to provide you a specific solution. This means, we will need to try some basic troubleshooting first. Once we have completed the basics, a ticket will be submitted to a higher fix agent if we did not resolve the problem. First, have you tried to uninstall the app and reinstall the app? What specific device have you been using? Do you have another device to try for troubleshooting purposes?  

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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New Poster

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14 Messages

3 m ago

I never received a solution to this issue. I don't understand why they keep wanting to help individually with direct messaging when others have the same issue. 

Official Employee

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289 Messages

Hi, @Ang103

 

We can work in public, we do not need to go private. Can you please uninstall the app and reinstall it to see if that helps? Also, please check to see if there is an update for it. 

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.
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New Poster

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14 Messages

Thanks for the reply. Unfortunately it didn't work. I uninstalled the app and then reinstalled it. I downloaded 3 shows from abc that were recorded, shut off wifi and went to my downloads. I played the first show and it immediately froze and was lagging right away. I went to the middle of the show and again, froze and lags constantly.

Official Employee

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3.2K Messages

Hi everyone. Thanks for all your input. For those of you continuing to experience this problem, please provide as much detail as possible as to what you're experiencing, with what content, and when. That will help us further investigate. Please be sure to include the device you're using, which version of the app it has, which downloaded content you're experiencing this with (network + name of show) along with a couple example timestamps of when the content freezes or has any other general playback issue. 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.
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New Poster

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14 Messages

@XfinityMorgan​ I tried this on my samsung tablet sm-t377a this time. I installed xfinity stream app version 6.16.0.012. I downloaded 3 ABC 20/20 shows and they lag/freeze every 14 seconds. I deleted 2 of them and tried watching just the one but the same issue.

Previously purchased a new samsung tablet and the same thing happened so I returned it since that is my main purpose for a tablet.

Official Employee

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3.2K Messages

Oh wow, okay. I apologize if I missed it somewhere in this thread, but have you tested with any other content, besides ABC? I'm curious if your're experiencing the same problem with content from other networks.

I am an Official Xfinity Employee.
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We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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2 Messages

3 m ago

I just experienced the exact same video freezing issue after watching a download in airplane mode for about 4-1/2 min on my iPad.  The sound continues but the video freezes.  I can confirm the same behavior on an iPhone 13 where the Xfinity app was just installed yesterday.   This issue is happening only with downloaded content.   Can Xfinity please provide some help with a solution?  

Visitor

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1 Message

3 m ago

I am having the same issue on 2 different Ipads and no matter what show downloaded.  I tried downloading a brand new show today and it still happens on both Ipads.  Has any solution been discovered?  I'm traveling in 2 days.

Visitor

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1 Message

2 m ago

I am having the same issue on iPhone12 on app version 7.3.1.  The video freezes, but the audio continues working.  It happens with any show that I download from My Recordings, and it happens any time I try to fast forward or skip ahead on a downloaded show.  It's so frustrating to download a show to my phone, get on the plane, and then find out that I can't watch the show!  Has anyone found a solution?

Visitor

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2 Messages

2 m ago

I have had the exact same issue for months!  I have uninstalled and reinstalled the app several times - didn’t work.  It doesn’t happen on every single download but on at least 75% - there doesn’t seem to be a pattern.  I’ve had it happen early in the playback as well as mid-way and later on.  The image freezes while the sound continues.  I’ve returned the download and then redownloaded - sometimes it works and sometimes the same thing happens, again with no pattern.  Happens on content from many different networks.  I’m using an iPad Pro with up-to-date software.  I don’t understand why a solution has not been provided.  Please assist!

Official Employee

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369 Messages

@user_028d4a Thank you for reaching out and letting us know you are having the same issues. 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

• Type your message in the text area near the bottom of the window

• Press Enter to send it

 

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

Visitor

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2 Messages

Thank you for the offer of assistance.  I am signed in but do not see a “peer to peer chat” icon.  Can you please provide further guidance?  Thanks.

Official Employee

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54 Messages

You're welcome! Thanks for joining. Here you go. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

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
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