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MylesB1
20th Anniversary celebration
1st Topic

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4 Messages

Monday, October 16th, 2023 10:56 PM

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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?

Question

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Updated 

1 year ago

 • Edited

300

4

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XfinityThomasA

Official Employee

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2.3K Messages

2 years 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 

6

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silvamiguel

2 Messages

1 year ago

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

4

MylesB1

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.

1 year ago

0

XfinityBenjaminM

Official Employee

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2K Messages

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

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

1 year ago

0

silvamiguel

2 Messages

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

1 year ago

0

XfinityWilliam

Official Employee

 • 

1.2K 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.
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

1 year ago

0

user_0lwtsw

8 Messages

1 year 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.

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XfinityBillie

Official Employee

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3.3K 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.
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

1 year ago

0

user_0lwtsw

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.

1 year ago

0

XfinityRichard

Official Employee

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1.8K 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

1 year ago

0

user_0lwtsw

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 

1 year ago

0

XfinityTy

Official Employee

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376 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

1 year ago

0

david116

New Poster

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3 Messages

1 year 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. 

1

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XfinityAlfonso

Official Employee

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1.6K 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

1 year ago

0

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