App freezes when playing back offline downloads

@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. 

@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!

@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.

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?

All android tablets. 

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

I have the same issue on my iPhone 

@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!

@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.  

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

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

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.  

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 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?  

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. 

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.

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!

@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.

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.

@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

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.

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.