U

Visitor

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6 Messages

Fri, Apr 29, 2022 5:32 PM

Downloads Freeze on tablet

Has there been any solution to the problem we are all having playing downloads (while offline) in devices?
 This has been months and is extremely frustrating. the solution to stream the program is not a solution. In most instances. We are watching downloaded material because we are offline!! 

please help. 

XfinityAnna

Official Employee

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702 Messages

5 m ago

Thank you for reaching out over Xfinity Forums @user_efa82e. I am sorry to hear you have continued to experience this problem ongoing. I can’t imagine the headache this has caused you. I checked the backend for a larger ticket to address the issue, and I am not seeing anything at the moment. Let’s proceed with some basic troubleshooting. I am sure working together we will get to the bottom of this. First, I just want to rule out the basics. Have you uninstalled and reinstalled the app? Does the problem happen with every show/movie you attempt to watch offline? Do you have another device to try for troubleshooting purposes? Does it happen on every device? What type of tablet do you use?

Visitor

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6 Messages

@XfinityAnna​ 

I have uninstalled and reinstalled the app multiple times, both with and without restarting my iPad. 

The app automatically updates on its own.

This happens on both my iPad Mini (used most of the time) and my iPhone 12 Mini. 

Both are always updated to the latest iOS.  

At this point it happens with every single show, usually before the midpoint of the show.  

The shows work fine when streaming but of course that is not always an option, hence the need to download them. 

I have also tried offloading other data from the iPad as a trial just in case memory was an issue but this has had no effect.

Official Employee

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866 Messages

When you're noticing this freezing or other issues, are you ever getting an error pop up message or any codes that pull up? 

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Visitor

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6 Messages

No error codes or any pop up of any sort.  The video freezes and the audio keeps going.  It did it on a plane yesterday only a few minutes into an episode.  This was after having played an entire episode without issues on then airport WiFi.

Official Employee

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346 Messages

@user_efa82e Thank you for these details, they are most helpful! I was traveling a lot more a few years ago, and this was helpful for the plane ride for sure. Downloading content outside of your home network can be a bit tricky, not only for the quality but the availability as well. Usually, when I would be getting ready to travel I would download the content from my home network first. That way it would still be available when I moved outside my own network, (plane). Is this something you have tried yet?  

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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6 Messages

Most of my stuff is downloaded on my home network.  The few times its been on another network is after I've had it freeze and I'm trying to download it again.  No difference at all, freezes and nothing will fix it.

Visitor

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2 Messages

4 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.  There is no error code presented.   Can Xfinity please provide some help with a solution?  

Official Employee

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325 Messages

Thanks for letting us know about which devices are experiencing trouble. I know I wouldn't be happy to see this on a fresh install either. When you downloaded this content, were you over WiFi, or was this over a mobile network? It's possible that the download didn't happen seamlessly, and this can cause something like this.

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

2 m ago

Soooo….I should expect for this issue during my trip? Are there any other updates regarding this matter? I sure hope so, since it was reported months ago.

Official Employee

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343 Messages

@user_d78c6f - Rest assured you're able to enjoy the Xfinity Stream app to enjoy during your trip for which it was intended! Go ahead and try to play back a few recording now, and please let us know if any are impacted. Thank you! 

 

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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