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user_b080c6
1st Topic

Visitor

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5 Messages

Sun, Oct 24, 2021 10:59 AM

Closed

HGTV sound no picture

All of a sudden I get a frozen picture of the last program I watched with live sound from HGTV when I go to HGTV channel on Xfinity streaming. What is causing this?

Question

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Updated 

1 m ago

17

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Accepted Solution

XfinityGabriel

Official Employee

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416 Messages

1 m ago

Hi, there @user_b080c6! Thanks for reaching out to XFINITY over our forums page for help with the frozen picture concern on XFINITY stream. I am sorry to learn about this experience when you go to the HGTV channel. As a heavy streamer myself, I understand the inconvenience that this can cause. You’ve reached the best place for help. Let’s get this fixed. To get started, can you tell me if you’re experiencing this issue on multiple devices? What troubleshooting steps have you tried? Are you using a mobile device and streaming on the app or are you using a computer and streaming through our website?

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user_b080c6

Visitor

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5 Messages

@XfinityGabriel -  I have actually solved the problem after significant trial and error. I hope it is a permanent solution. What I did was multiple times (because the first time didn't work) reset/rebooted my Firestick, remote and TV ( all which are used for streaming) as well as removed multiple apps that weren't being used. Finally both sound and picture for HGTV came through. I haven't lost it yet but it's primarily watched by my wife so it hasn't been used much since the fix. This should work long term correct?

1 m ago

0

XfinityGabriel

Official Employee

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416 Messages

I am happy to hear it, @user_b080c6. Correct. What I would like to do from here is see how it goes for another 24 hours. How does this sound? 

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 m ago

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user_b080c6

Visitor

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5 Messages

Ok. I can start another string but since you are already here have you had any experience with the ABC channel not coming on at all anymore. Just a message on the screen saying " an unexpected error has happened. Please try again.

Error -1" I was told this isn't an Xfinity issue but rather one with Amazon Firestick streaming. Its the only channel that doesn't come up at all that did come on all along. 

1 m ago

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user_b080c6

Visitor

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5 Messages

@user_b080c6 ...a quick update. Immediately after I sent the previous reply I went around the channels to the ABC one that hasn't been working the past month and shazam it was back on. I guess when you are good, you're  good! Hanks for your help! Not really sure how that happened. The only other thing I did was to remove the ABC and HGTV apps from the SMART TV this was occurring on. Perhaps there was some electronic confusion between streaming and this...or perhaps it had nothing to do with it. In either case both are back working. A of right now its been 12 hours and both are still working so I think I'm all set. 

1 m ago

0

XfinityGabriel

Official Employee

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416 Messages

Hi, @user_b080c6! Happy Wednesday to you. I just wanted to check in to see how everything is working today.

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 m ago

0

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