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Visitor

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11 Messages

Sun, Aug 8, 2021 2:17 PM

Can't playback on most DVR recordings on mobile app.

I can't play DVR recordings on my mobile stream app. I get Well that didn't go as planned? We're having trouble playing this recording.  Is it Xfinity problem or the app? What are things to try to clear this problem? I can play live tv. I tried to uninstall and reinstall but that didn't help. Please help me, this has been happening all week. 

Visitor

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11 Messages

3 m ago

So there is no troubleshooting for this problem on Xfinity. I ended up calling Comcast and they tried resetting all my devices after I uninstalled and reinstalled the Xfinity stream app. I uninstalled all other apps on the phone that could cause conflict. Then finally, in the worst-case scenario, I was forced to reset the phone back to factory defaults losing all my settings, numbers, etc. The app was downloaded again and installed. Still no playback. I have this problem with level 2 suppport but lost all my data in the meantime.  

Visitor

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11 Messages

2 m ago

Motorola moto-g power does not work with Xfinity steam dvr playback. Beware.

Visitor

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11 Messages

2 m ago

Are there any Moto-G Power users out there that can't playback DVR recordings?  

XfinityBrie

Official Employee

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396 Messages

Most Android devices with the most up-to-date operating system would be able to enjoy the full benefit of the Xfinity Stream app, though older devices may not be able to support the newest version of the app. You might have already stumbled on the requirements in your troubleshooting travels, but I'll leave them here in the event you need them. 

 

I personally have an iPhone, so I wouldn't be much help, but I can poke around some of my Android-colleagues.

 

Android Device Requirements

Supported Operating Systems
To find and download the Xfinity Stream app in the Google Play Store or Amazon App stores, your device must be running Android 5.0 or later. Any smartphone, tablet or Fire TV device running Android 4 or earlier is not supported.

Supported Xfinity Stream App Versions
To access and watch all content, including content available to watch when out-of-home, Xfinity Stream app version 6.9.0 or later is required. Please visit the Google Play Store to download the latest version.

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

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14 Messages

@user_e9d9a5 I have that issue with my Moto G Power as well. It USED to work fine and play my DVR recordings, but I think it might have stopped with the Android 11 update? Using streaming app beta version 6.9.2.001.  Go figure...

BTW... I enabled location in the app permissions, no help.

(edited)

Frequent Visitor

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14 Messages

Tonight I got a call from an Xfinity engineer about this issue. He denied any issues with the Xfinity Stream app, but claimed that there was an (upstream, apparently) "signal issue" with my home installation (that he couldn't describe to me... and I'm an RF engineer) that was preventing DVR recordings from being streamed to the Stream app. He wanted to send out a (usually clueless) tech to troubleshoot, and I declined. I have measured and KNOW the signal levels and S/N in my recently reworked fiber   installation, and that is NOT why the Stream app isn't playing back recorded programs. To prove my point, I connected my Windows laptop PC to a local "XfiniyWiFi" hotspot (hosted by a neighbor's gateway), and using a Chrome browser connected to the Xfinity website, I was able to stream recorded content perfectly. I connected my Moto G Power phone to the same Xfinity wifi hotspot, and got the usual "Well that didn't go as planned" error message after a long wait. I then connected my "backup" Xiaomi Redmi Note 5 phone (also running Android 11) first to the Xfinity WiFi hotspot and then to my own WiFi... and each case the Xiaomi played back the recorded programs effortlessly using the "Stream" app.

So I have proved conclusively both that the Xfinity "engineer" who called me tonight doesn't know what he's talking about, and also that the Xfinity Stream app is not working on my Motorola G Power phone (and apparently has not been since the Android 11 update).

(edited)

Official Employee

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466 Messages

Thanks for taking the time to reach out to us regarding your issues with the streaming app on your Motorola G power. I am so sorry to hear that you have continued to have issues viewing your recordings through the app on this device. I would love to dig further into the issue. Can you please reach out through private message with your first and last name, name on the account if different and service address? 

To send us a private message:
1. In the top right corner, you'll see a little chat icon. Click this "Direct messsage" https://comca.st/33K74s5
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond.

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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11 Messages

2 m ago

2 Open tickets 1 open for 11 days ago #980100536 and 1 new ticket opened 8/19/21 #981853336. Xfinity working on the known issue (cannot playback DVR recordings in the Xfinity Streaming app for MOTO G-Power) - Android  11. 

Visitor

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11 Messages

2 m ago

Streaming app ver 6.9.2.001 Android 11. Device MOTO-G-POWER purchased after 2020, February 07. Again on the streaming app, I can schedule programs to DVR record, I can delete recorded DVR programs, but I cannot watch DVR recordings.

XfinityAbbie

Official Employee

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596 Messages

@user_e9d9a5 I would like to look into this ticket for you. Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.
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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11 Messages

So, one of the comments during a recent call w/Xfinity call was that "it could be the device if nothing is found". I had a call with Consumer Celluar (my cell phone provider) and we together physically checked the data streaming settings on my phone. We determined the data streaming is correct and the problem probably lies with the app (Xfinity). We even tried to remove and replace the SIM card. Other than buying a new phone (which apparently is no longer working properly), are there any other ideas out there?

Official Employee

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2.8K Messages

Hi, user_e9d9a5. We can look into those requests for you and follow up with you along the way. Feel free to send us that direct message whenever you get a moment. 

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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11 Messages

Last-minute update, Xfinity is now discovering possible older devices on my account that has an older version of software of the same phone or phone number. They have to fix that error on their side. It's been over a month now. I'll post when the error gets corrected so others can try to troubleshoot the problem.

Visitor

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11 Messages

Sept 5, 2021. Spoke to Frank of Xfinity last week (real helpful gentlemen) and the Extended Advance Repair area had an update to try. Tried playback on 4 different recordings, plus 1 that was a month old.  Unfortunately still does not  DVR playback on Moto-G Power. Works fine on my wife's iPhone.

Visitor

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11 Messages

2 m ago

Sept 8, 2021. XfinityFrank called again with another update to try(3rd update if anyone is keeping track). Unsuccessful. Might have to buy a new phone at this point. I'll have to remember the Xfinity streaming app doesn't with Moto G-Power.

 

Visitor

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11 Messages

1 m ago

Xfinity called 9/19/21. They wanted to try again. (what's this, 4 or 5x's tries now?) We tried turning on the airplane mode and wifi on. This didn't fix the problem.  Same as always. 3 loading dots. The engineering team will be notified. I'll post any updates. 

Visitor

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1 Message

1 m ago

I am having the same issue with recordings not playing back on my iPad and iPhone. One some recording so you never know when/if it will work.  My apps are up to date and the recordings play on my TV.  Not sure what the issue is but would love for Xfinity to fix this problem.

Official Employee

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552 Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I know how much I love being able to watch my DVR recordings from a mobile device, especially if all the TVs in my home are already being used. I would love to look into this further and go through some troubleshooting steps to help resolve it. Please send us a direct message to "Xfinity Support" with your full name and address.

 

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" 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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1 Message

14 h ago

For those with Moto G Power, try changing the phone's display colors from boosted to natural.  It worked for me.  Found solution on Reddit posted almost a year ago.

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