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user_904a4f
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4 Messages

Tuesday, November 29th, 2022 11:07 PM

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DVR video playback freezing

When I try to watch recorded programs remotely in my iPhone or iPad, the video freezes up while the audio continues to play normally. Seems to be happening more and more frequently on multiple channels and programs.

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3 years ago

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CCDaryl

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828 Messages

3 years ago

@user_904a4f. I know how frustating that can be. Are you at home when this issue happens, or away from home?

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user_904a4f

Visitor

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4 Messages

3 years ago

It happens away from home when I’m using the xfinity stream app on my iphone or iPad.

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CCDaryl

Problem Solver

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828 Messages

3 years ago

Just to confirm, when you are in your home network, are you seeing the same issues or no? When you see this issue, are you trying to watch live TV or sporting events? Some content requires that you are connected to your in-home network.

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taljohnson4

Visitor

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1 Message

@XfinityDaryl​ I have the same problem. Audio plays but without a picture when I record and playback games on NHL Center Ice. Does Center Ice require that we be at home to watch a recording? Games can't be viewed live away from home, but it used to allow playback from a recording after the game is over. Now it plays audio but without a picture. What's the purpose?

Many seem to have posted about this "audio without video" problem on a variety of channels, so I know it's not just Center Ice.

3 years ago

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user_904a4f

Visitor

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4 Messages

3 years ago

I haven’t noticed it at home on my tv. When I’m on my iPhone/iPad, away from home on hotel WiFi is when I’ve noticed it. The playback will start, then part way through the program, the video will freeze up, but the audio will continue to play. I’ve noticed it on multiple channels, and multiple programs. Most recently “BelowDeck” on Bravo network. Previously on “Fear the Walking Dead” on AMC+

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XfinityVianney

Official Employee

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2.3K Messages

Got it, thank you for letting me know @user_904a4f . Have you completed any recent updates on the app, or can you check if perhaps an update is required? It may also help to uninstall and reinstall the app as a general troubleshooting measure. Do you ever watch using the Stream portal on traditional browser versus the app? If so, do you have the same problem there? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 years ago

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user_904a4f

Visitor

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4 Messages

I haven’t tried the stream portal on a traditional browser. How do I access that?

3 years ago

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XfinityVianney

Official Employee

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2.3K Messages

@user_904a4f  Depending on your device, you could pull up the built-in browser which would be Safari on the iPad unless you downloaded another one. You just open the browser and visit https://www.xfinity.com/stream/ to get started. You click "sign-in" and you will then be routed to your profile. I know it doesn't fix the problem on the app, however, I wanted to check if the problem is there too as we troubleshoot further.

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

3 years ago

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