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user_6507eb
1st Topic

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1 Message

Sunday, September 26th, 2021 3:24 PM

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Ipad app

Recordings on IPAD APP can’t be played once open.

There’s a glitch that when you click to open it appears resume and closes 

Question

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Updated 

3 years ago

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XfinityDena

Official Employee

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3.2K Messages

4 years ago

Thank you for reaching out to our forums. I am sorry to hear that you are having issues with the Xfinity Stream app on your iPad. I stream all the time on my iPad so I understand how any issues can cause a headache. I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken? Have you completed any steps from below?

 

Xfinity Stream App

  1. Make sure your device has an active network (either in-home Xfinity network or another Internet connection).
  2. Close and re-open the app.
  3. Try playing the recording.
  4. Still not working? Force-quit the app.
    • Apple: Quickly press the Home button twice to see previews of your recently used apps, then swipe left or right until you find the Xfinity Stream app. Swipe upwards on the preview of the app until it is no longer on the screen.
  5. Wait two minutes and re-open the app.
  6. Try playing the recording.

6

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tlee8566

Visitor

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1 Message

@XfinityDena I have been having the same problem since the last app update. And, yes, I have done all of your troubleshooting. It doesn’t work. 

4 years ago

0

XfinityMarcos

Official Employee

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2.4K Messages

Hello, @tlee8566, I'm sorry to hear you've been hit by this issue as well and the troubleshooting steps haven't been helpful. This is a known issue that our engineers have been working on, but we have had some success with troubleshooting. Are you able to confirm if this issue is only present on your iPad? Have you attempted to delete the Stream app and then reinstall 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

4 years ago

0

user_86a63a

Visitor

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1 Message

I am having the same issue both on ipad and roku tv.  Neither are working.  Laptop is...... weird.  Did all above.

3 years ago

0

XfinityChristina

Official Employee

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923 Messages

Hi, @user_86a63a. Are you noticing the same issue with the recording feature or are you having issue with logging in or another part of the 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

3 years ago

0

user_ad8fce

Visitor

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6 Messages

I have had same issue for over 6 mos when i download a show to my ipad and i always delete app then reinstall and keeps happening whether i am on internet  or in the offline mode and my ipad is updated and app is new 

3 years ago

0

EG

Expert

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110.3K Messages

4 years ago

Concern moved here to the proper help section.........................

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user_9d8ec4

Visitor

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4 Messages

3 years ago

Not working on my iPad only.  Have done all the above troubleshooting. Now, I can't even sign in after having installed the new app.

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user_dbb624

Visitor

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1 Message

3 years ago

Same issue. Ok on iPhone, just not iPad. Deleting and reinstalling was no help.

2

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user_9d8ec4

Visitor

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4 Messages

@user_dbb624 Unplug both the router and the modem and then plug back in. It makes no sense to me, but it's worked twice when I've had app issues.

3 years ago

0

CCMartin

Gold Problem Solver

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2.9K Messages

Hey there, @user_dbb624

 

It's been a couple of days since your last post. I wanted to reach out and touch base to make sure you tried this latest comment here with trouble shooting your iPad. Has it worked? 

I no longer work for Comcast.

3 years ago

0

user_399e3d

Visitor

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1 Message

3 years ago

Clearly there is an issue that Xfinity needs to fix. The app has stopped working on my apple devices (phone and ipad). Both worked a couple of weeks ago. I have tried all the suggestions below including deleting and reloading the app. The xfiniity app stopped working prior to the last IOS update. When should we expect a fix? And, do we get a break on our bill? 

1

CCAnna

Problem Solver

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874 Messages

I am sorry to hear you have had troubles using the Xfinity app, @user_399e3d. It sounds like you have tried all the basic troubleshooting advised on this post. This post was originally created in September. I am not showing any known issues that would be effecting you currently but I would be happy to investigate. You have reached the right team to get to the bottom of this. 

 

Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you! 

  

I no longer work for Comcast.

3 years ago

0

user_34326b

Visitor

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1 Message

3 years ago

Same issue with iPad. Also constantly playing download from dvr and either the picture or audio freezes. Seriously need some bug fixes for dvr downloads.

(edited)

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user_076cd3

Visitor

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1 Message

3 years ago

Same issues. App works for a little bit then picture freezes but audio continues. DVR recordings only. 

(edited)

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CCJosh

New Problem Solver

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452 Messages

We appreciate that information, @user_076cd3

We want you to be able to fully enjoy your streams and DVR recordings when you want to relax. Have you attempted any of the steps previously mentioned? Is this also on an iPad or another device and does it cause the iPad to freeze or can you switch out of the application? 

I no longer work for Comcast.

3 years ago

0

user_c95d7f

Visitor

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10 Messages

3 years ago

I am having the same issue for weeks now and I have done all possible troubleshooting. I am an IT professional and have tried everything from reloading the app to changing settings to searching on forums. There are many others experiencing the problems expressed here. They are all related to the stream app on an ipad (to be fair, have not tried it on my iPhone.)  1) a recording that works on a TV will not replay on an ipad in its entirety. It freezes the video and continues the audio without the video (usually 10 mins or so into the show)  2) if you try to playback a show that you partially watched, it pops up “resume or restart” buttons very quickly and does not allow you to select one.  

The app is unusable, except for live tv.  This is frustrating to see the issue ignored by tech support. Do your research please before just replying “no known problems” - no known problems based on what data? Your technicians should have an ipad to test features after iOS or app upgrades.   Please demonstrate that this has been done by your staff instead of telling the 1000s of impacted customers to troubleshoot. Please contact me and I can bring my ipad to show you if xFinity does not have testing capabilities.  

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user_712099

Visitor

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11 Messages

3 years ago

I have been having the same issue on my IPAD for months.  The details follow:

1). I have shows recorded in the cloud.

2).I am running on my home network

3) I open a show and it gives me the option to play or resume for a few seconds but before I can select either option, the options go away.

4). This does not happen on all shows.

I have followed all of the troubleshooting steps including uninstall and reinstall and making sure my IPAD is up to date on IOS.  As near as I can tell, there is some type of authentication step taking place a the same time that resume/restart displays and the step fails.

Thank you for any assistance or suggestions

2

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XfinityAmira

Official Employee

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4.1K Messages

Hello and thanks for reaching out on our Forums page and letting us know you're also experiencing issues with the Stream app on your Ipad. As an avid user of the app, I absolutely understand your concerns and frustrations around this. We certainly would be more than happy to assist you with further troubleshooting. To confirm, did you have the opportunity to see if you run into these same issues on your iPhone? 

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

0

user_712099

Visitor

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11 Messages

 Hi - The problem seems to be limited to the Iphone App.  I just checked and the same shows that I get the disappearing resume/restart message on my IPad work fine on my Iphone.  Also, I tried the same shows on the Stream App on a fire stick and it works there as well.  So the problem appears limited to the IPAD where there is a glitch in the resume/restart menu.

3 years ago

0

user_51a1fe

Visitor

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1 Message

3 years ago

I have the same issue on my iPad. Funny thing is if I turn off Wi-Fi (connected to home network from xfinity) and just use cellular I can watch some of my shows some of the time for some duration. I can’t watch anything currently recording because that requires home internet connection. When I’m on Wi-Fi it usually just fails to load forever but sometimes it tells me that there is an issue with the DVR (even though it worked seconds earlier on cellular) and that I’m lucky because I can watch the show on demand (but then it loads forever until it fails when it tries to go to the DVR.) Pretty ridiculous issue really. Getting very frustrated.

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CCAlisha

Problem Solver

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571 Messages

Hello, @user_51a1fe I am very sorry for the frustration this has caused you! Have you attempted to uninstall and reinstall the stream app on your iPad? Are you having similar issues with your recordings on any other devices aside from your iPad? 

I no longer work for Comcast.

3 years ago

0

user_9d83ce

Visitor

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1 Message

3 years ago

How many people need to post this complaint before it gets fixed? Can someone from Xfinity tell us what they have done or are doing to fix this problem that clearly many people are having?

8

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XfinityWilliam

Official Employee

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1.2K Messages

Hi @user_9d83ce. Have your tried following the troubleshooting steps mentioned above? If so, please let us know what steps you have done and what issues you are still having. We would be more than happy to further assist 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

3 years ago

0

user_712099

Visitor

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11 Messages

I previously provided a detailed explanation of the issue as well as the troubleshooting steps.  I also responded to the question about whether the problem also occurred on my phone (it does not, the problem seems limited to the IPAD).  How can I get further assistance?

3 years ago

0

CCMacey

Gold Problem Solver

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541 Messages

Good morning, @user_712099, and thank you for reaching out through our Community Forums page with your concerns about the Xfinity Stream app not working properly on your iPad device. I appreciate you letting us know what steps you have already taken in attempting to resolve this on your own.

 

One additional troubleshooting step that some customers reported having success with was to reboot their modem. Have you had the opportunity to run a power cycle on your modem recently to see if this would help resolve this issue? 

I no longer work for Comcast

3 years ago

0

user_712099

Visitor

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11 Messages

I have rebooted my modem and router and the issue continues.

3 years ago

0

user_712099

Visitor

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11 Messages

Also, if the issue was modem related, I can’t think of a reason what the shows would play on devices other than the IPAD such as IPhone and FireTv.  Seem to be a software bug in the IPAD.  One thing I noticed is that I think may be going on is that the problem may only occur on shows that I have started to watch on another device.  Since the error condition only occurs with the resume/restart functionality, if the show has not been started before, there is no need to display that menu.  So I think the programmers need to check the code around resume/restart in the IPAD.

3 years ago

0

user_2c3e5f

Visitor

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2 Messages

3 years ago

I am unable to report an issue. I am having the exact problems as the Apple device user above. I have tried numerous troubleshooting actions, and recordings will not play after the first few minutes. The audio continues, but the video freezes.

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user_d14094

Visitor

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7 Messages

3 years ago

I am having the exact same issue and it is isolated to my iPad.  If I start watching a recording and then pause it, when I go back to resume watching later the blue Restart and Resume buttons appear only for a half a second and then it just goes back to my list of Recordings.  It also seems to only happen if I have multiple episodes recorded for the same show.  If I only have one episode recorded for a show, the blue Resume and Restart buttons don't disappear and I am able to resume watching (at least for now).

I have read through this entire thread and have performed every troubleshooting solution mentioned - none of them have resolved it.

Xfinity - this is clearly a bug with the streaming app on the iPad.  Please provide a status of what is being done to resolve it and when we can expect it to be fixed.  Please STOP recommending the same troubleshooting solutions mentioned above.  Many of us have tried them all and they are not resolving the issue. 

14

CCGina

Official Employee

 • 

800 Messages

I appreciate you adding to the conversation, @user_d14094. 

 

What versions of both iOS and the app are you running? 

I no longer work for Comcast.

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

0

user_d14094

Visitor

 • 

7 Messages

I have an iPad Pro, ios version 15.3 and xfinity stream app version 7.1.0.2246

3 years ago

0

CCKimberly1

Official Employee

 • 

842 Messages

I will be absolutely more than happy to follow up right here with any new updates or information I find. 

I no longer work for Comcast.

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

0

CCKimberly1

Official Employee

 • 

842 Messages

I believe I may have found some information out for you, @user_d14094.

You will need to roll back to the previous software. The standard on iOS smart devices, is to uninstall/reinstall. 

Please let me know how this works for you. 

I no longer work for Comcast.

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

0

user_d14094

Visitor

 • 

7 Messages

I have unistalled/reinstalled the Xfinity app multiple times before and it did not resolve the issue.  I just did it again and the only option is to install the same version I had previously (7.1.0.2246).  Once installed the problem still exists.  What version of the Xfinity app needs to be installed and how do you get it?

3 years ago

0

user_712099

Visitor

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11 Messages

3 years ago

Exactly the same issue here.  It should be resolvable if the developers are informed of the details of the problem.

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user_ebbff5

Visitor

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1 Message

3 years ago

Same issue here. I’ve uninstalled and reinstalled 5 times. Tried powering down and doing this and still nothing will play on Stream. This really needs to be fixed. 

4

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XfinityEmilyB

Official Employee

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2K Messages

Thank you for reaching out to our community forum about the Stream issue, @user_ebbff5! I love using the Stream app so I definitely want to make sure it's working for you. Are you only noticing this issue one one device? Is the software up to date? 

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

0

Maura57

Visitor

 • 

1 Message

New to the conversation to say that I have the same issue. I’ve tried EVERYTHING listed here and the problem persists. This is a problem on my iPad and it is incredibly disappointing that XFinity cannot fix this problem that clearly has been going on for months.

3 years ago

0

XfinityRoberto

Official Employee

 • 

1.7K Messages

Hi there @Maura57, I am sorry to hear that you are having this issue. May I have you create a new post with the exact issue you are having. 

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

0

user_712099

Visitor

 • 

11 Messages

@XfinityRoberto​ 

Where is the new post that you created for this thread.  This problem has been outstanding for an extended period so it is not clear why a new thread is needed

3 years ago

0

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