M

Visitor

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4 Messages

Monday, October 16th, 2023 10:56 PM

DVR Video freezes and Audio keeps playing on Apple TV Box's Stream app

Some but not all programs that I record on my DVR will freeze up on the video but keep playing the audio. I find it's usually programs on the major networks ABC, CBS & NBC. They'll play fine on the DVR box but not on the apple TV. They also work fine on the stream app on my Windows 11 computer. Happens I think when I try to "time shift" a program on the same night. I've uninstalled and reinstalled the app to no avail. I really don't want to have to rent another x1 box as I really like the quality of the picture and the other apps on my 4k TV. Any ideas?

Official Employee

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1.1K Messages

6 months ago

Greetings, @MylesB1! Thank you for your detailed post, and for joining us here on the Xfinity Forums. If you have lost audio during a DVR recording, you should manually restart your box by pressing and holding down the power button for 10-15 seconds then pressing it again to restart. A system refresh is also recommended and helps fix most common issues including missing channels and problems with On Demand and DVR. To do so:
Log in to xfinity.com.
Click the Account icon and then click Support.
Under TV & Streaming, click Troubleshoot.
After a system scan, you will be presented with two options: System Refresh or Restart a Single TV Box. Please let us know if this info helps 

Visitor

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4 Messages

This is on the tv with the Apple TV box. The cable box is fine 

Official Employee

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1.1K Messages

Thank you for the update and clarification, @MylesB1. Can you please clarify if this issue using the Xfinity Stream app, or the Apple TV app? Where is your modem located in relation to your DVR? Are you experiencing any connectivity issues otherwise?

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Visitor

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4 Messages

The issue is with the stream app on the apple tv box. My modem is about 20 feet away and when I do a speed test I average 250mb download speed and 12mb upload

Official Employee

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3.8K Messages

Thank you for this information, @MylesB1! It looks like we might need to take a closer look into this since it is only happening on the Apple TV. Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon, enter Xfinity Support in the "To" section of the chat, and provide us with your first/last name and full address so we may further assist you?

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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

Regular Visitor

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9 Messages

@XfinityThomasA​ I’ve been having freezing issues with on demand and also dvr recordings (which I believe now is not actually recorded on a drive in my DVE as they used to be but, rather, on xfinity servers). Using the dvr to pause live video frequently results is the playback seizing up and dropping back out to live. No. Restarting and refreshing don’t fix the issue. I think it’s your server system software failing. Xfinity needs to fix this. 

2 Messages

4 months ago

@MylesB1 I’m experiencing the same issue. Did Xfinity offer a solution to this? 

Visitor

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4 Messages

They sent a refresh signal to my modem and it did help for a few weeks but it's reared its ugly head again.  I use my own modem if that helps.

Official Employee

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1.1K Messages

@MylesB1 Hello! We've sent you a DM to continue assisting you in the thread we already have going.

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

@XfinityBenjaminM I'm actually the one having issue now. I would appreciate some help as well. Thanks. 

Official Employee

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663 Messages

Hello @silvamiguel Please manually restart your cable box and sometimes an update or firmware gets stuck and could be causing this.

I am an Official Xfinity Employee.
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8 Messages

4 months ago

I am having the same issue-recordings on the Xfinity app through Apple TV glitch-sometimes video freezes, other times, audio goes out. I have reached out to Xfinity several times-nothing has helped.

Official Employee

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2.2K Messages

@user_0lwtsw Thank you for taking the time to reach out to us here on our Xfinity Forums. Is it only occurring on DVR recordings? Are you experiencing this issue on any other devices with the Xfinity Stream app?

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

DVR recordings-which is the only thing I use Xfinity for. Doesn’t matter which device-happens on TV, phones and tablets. I get this error-TVAPP-00349. It looks as though this has been a Xfinity issue for over a year. Ready to switch to a streaming service that works.

Official Employee

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828 Messages

Thank you for that information, @user_0lwtsw thank you for your that information. Let's get your account pulled up so we can look further into this error that you are getting. Can you please send me a DM with your full first and last name along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon 
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "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

8 Messages

My question was not answered-I have direct messaged 3 times. I have spent and hour and a half on the phone with Xfinity “customer service”, another hour on Xfinity chat-no resolution 

Official Employee

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292 Messages

My apologies that you have had a poor experience. I definitely want to assist you, and find out how to resolve the error that you are receiving, however, I will need to access your account to do so. If you can please send a direct message with your full name, and address, we can get started with troubleshooting right away. 

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 Poster

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3 Messages

4 months ago

Same issue. Using the xfinity app I was watching ESPN and I switched to a different channel. The sound from ESPN continued even when I switched to different channels. When I switched back to ESPN it continued with a double sound from the channel. Logging out of the app did not help. 

Official Employee

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655 Messages

Hey there @david116 Happy New Year to you! Is this issue still presenting itself? Glad to hear you've tried some troubleshooting steps like logging out of the Stream App. Have you also tried to uninstall/reinstall? And is this issue only appearing on ESPN and/or sports broadcasts in general? 

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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