Skip to main content

    Support

    Offers

tedsemon's profile
tedsemon
1st Topic
1st Like

Visitor

 • 

1 Message

Thursday, September 9th, 2021 1:54 AM

Closed

ipad pro occasionally no sound when streaming recorded program

ipad pro stops playing audio for some programs that have been recorded. Sound works fine on a windows pc and through the cable box and works fine on iPad on many programs, but not all the time. Recording playback will start fine - audio and video, but then after a short period (2-3 minutes) the audio stops - video continues to play with no problems.

Question

 • 

Updated 

3 years ago

2K

13

This conversation is no longer open for comments or replies and is no longer visible to community members.

XfinityJosephA

Official Employee

 • 

1.8K Messages

4 years ago

Hello, @tedsemon, I'm sorry to hear about the sound issue while using the Xfinity Stream app and your iPad. In my experience this tends to be a compatibility issue with the iPad and recording. Mainly because the recording is working on all other devices. What type of iPad (make and model #) are you using and does it have all its latest updates? Do you have another Apple device you can test the recording on? 

7

Kohare1221

Visitor

 • 

1 Message

@XfinityJosephA I have same problem and all updates are current. 

4 years ago

CCJoseph

Problem Solver

 • 

729 Messages

Thank you for letting me know that everything is current. Do you have a chance to see if you are having the issue on your other Apple devices as well? Just to make sure we rule out some things, are you able to reboot the iPad and see if that helps anything? If it doesn't, you can also send me a DM as well, @Kohare1221. 

To send a direct message you may need to:

Click "Sign In"

Click the "direct message" icon

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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 no longer work for Comcast.

4 years ago

0

spacechick

Regular Visitor

 • 

13 Messages

@XfinityJosephA I have same problem. IPad Pro, all updates current.

Have sound in beginning of playback, then goes silent.  Fix????

(edited)

4 years ago

XfinityJaxie

Official Employee

 • 

292 Messages

Hello, @spacechick, thanks for reaching out to let us know you are also experiencing this issue. After much investigation, we determined that there was an issue with the Safari 15 and or the 11.6 IOS update. Its currently recommended to use a different browser such as Chrome, when attempting to stream from the Xfinity Portal. Some users have reported success with refreshing the Safari browser as well.

 

If you continue to have issues with this after trying the above fixes, please create a new public post letting us know. Our entire community is available to you at all times to ensure you get the help you need.

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_b31c1e

Visitor

 • 

1 Message

I have the same problem.  I have tried a few things and it is not working.  I am very upset about this

3 years ago

user_b04c92

Visitor

 • 

1 Message

4 years ago

I have the same issue. I can hear audio in the first few minutes of a recorded show on my iPad and iPhone (both up to date). Audio works fine on the dvr box for the whole episode. Very frustrating when you want to watch shows on the go

0

user_d0d060

Visitor

 • 

1 Message

4 years ago

I have both type of issues - where the video freezes and the sound keeps going, or the sound stops and the video keeps playing. And this seems to have started since I got the new iPad Pro. Wonder if the issue is with the new Apple M1 chip. 

2

user_5a541c

Visitor

 • 

6 Messages

@user_d0d060 I’m having both issues also. Only on iPad Pro. Works fine on PC. 

4 years ago

0

CCSean1

New Problem Solver

 • 

318 Messages

Hello @user_d0d060, thank you for taking the time to reach out to us on the forums. Thanks for letting us know what is going on when you try to watch your favorite shows on your iPad Pro, I can understand the frustration these issues would cause and it is certainly not the experience we want you to have as a valued member of the Xfinity family.

 

Are you using the web browser version when these issues occur or are you using the stream app?

I no longer work for Comcast.

4 years ago

0

gregh9999

Visitor

 • 

10 Messages

4 years ago

I'm having this issue, as well (in addition to problems with channels unavailable on the app (but work perfectly on a browser)).   I've spent hours in the last few days with technical support trying every troubleshooting step they have, with no joy.

Honestly, Xfinity, if there's some fundamental problem with the latest iOS or the M1 processor, just tell us.  Most of would respect the honesty if you just leveled with users that there's something broken with the app, you don't have a fix for it yet and it's a big enough issue that you can't give an estimate as to when it will work.  You'd earn back a lot of the goodwill that you're losing by trying to make it seem like the issues are somehow unknown and/or novel.

3

CCGina

Official Employee

 • 

800 Messages

Hi @gregh9999, I certainly understand that this issue has been frustrating. We're frustrated by it too! 

 

There seems to be a few customers are seeing trouble with using Safari 15 and/or the 11.6 operating system. Sometimes refreshing the page in Safari will do the trick, but using a different browser to access the Stream portal is always an option as well.

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

4 years ago

0

Rathmj

Visitor

 • 

1 Message

Same issue - but it's not with any browser, it's with the Xfinity Stream app on my tablet.  Everything is up to date.  DVR with TV works fine.  My old tablet worked great.  Agree that maybe it's something with how the Xfinity app works with the M1 processor??  Please fix.

3 years ago

XfinityAlfonso

Official Employee

 • 

1.8K Messages

Hello @Rathmj Thank you so much for reaching out and contributing to this public post!  Have you already done some of the suggested steps for on this thread, and still encountering the same issues? What is the current software build?  

 

- Force the app to close. Then open the app to see if it works as expected.
- Restart your Ipad. Then open the app to see if it works as expected.

 - To see if updates are available for the app, open the App Store, tap your profile icon, then scroll down to see if updates are available. If updates aren't available for the app, update the software on your Ipad.

 

- Delete the app. When you do this, you might lose data that was stored in the app. Then redownload the app. Then check to see if the problem with the app is fixed.

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_3a2d6d

Visitor

 • 

3 Messages

4 years ago

@XfinityJosephA Hi.  I have the same issue when playing back certain recordings on my iPad Pro.  Is there a fix?

0

user_3a2d6d

Visitor

 • 

3 Messages

4 years ago

@XfinityJosephA Hi.  I have the same issue when playing back certain recordings on my iPad Pro.  Is there a fix?

0

user_3a2d6d

Visitor

 • 

3 Messages

4 years ago

I tried installing the app on my android.  I had it before and it worked fine, but now the app won't open

1

CCMichelle

Problem Solver

 • 

788 Messages

I am so sorry to hear that you are having an issue with the app opening on your IPad. I know how frustrating this can be and I would love to assist you in finding a resolution. I have listed some steps here for you to try that may assist you in getting that app to open correctly. Let me know if you have any success? 

Force the app to close. Then open the app to see if it works as expected.
Restart your Ipad. Then open the app to see if it works as expected.

 To see if updates are available for the app, open the App Store, tap your profile icon, then scroll down to see if updates are available. If updates aren't available for the app, update the software on your Ipad.

Delete the app. When you do this, you might lose data that was stored in the app. Then redownload the app. Then check to see if the problem with the app is fixed.

I no longer work for Comcast.

4 years ago

0

user_5a541c

Visitor

 • 

6 Messages

4 years ago

One of your suggestions is to not use Safari. I’m using your Xfinity app Steam. 

3

CCAshley1

Official Employee

 • 

746 Messages

Hi, thank you for reaching out to our Xfinity Forums. I understand you are having issues with the  Xfinity stream app. May I have the  error message  you receive? Or are you unable to open the app? 

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

4 years ago

0

user_5a541c

Visitor

 • 

6 Messages

Thank you. The app opens and works fine. sometimes the sound just stops. This happens when streaming or when I’ve downloaded program for play later.  

4 years ago

XfinityDemitrius

Official Employee

 • 

1.9K Messages

Have you attempted to uninstall/reinstall the Xfinity Stream application as well as clearing the cache/data within the settings app for the Xfinity Stream application? 

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

cceddunc

New Poster

 • 

6 Messages

4 years ago

This seems to be an issue with iOS regardless which browser you use on it. I tried Safari, Chrome and Firefox. All have the same issue, video plays but no audio. I then installed the Xfinity Stream app on my FireStick and it works there. It also works from my Windows laptop.

1

0

XfinityEmilyB

Official Employee

 • 

2.1K Messages

Thank you for reaching out to our forum page about your experience with the Stream app, @cceddunc! I love using the app when I'm not around my TV so I want to make sure you're able to enjoy it as well :). Have you checked to make sure the browsers are 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

4 years ago

0

user_657a31

Visitor

 • 

1 Message

3 years ago

I too am having this problem. Both on iPad gen7 and iPhone 10. Trying to watch something I recorded at home. I’ve also noticed that the audio goes away on the tv and we have to turn off the tv and cable box and get it to work again. 

1

0

XfinityThomasD

Official Employee

 • 

1.3K Messages

Hey @user_657a31. Since you are experiencing some trouble with the cable box as well, let's take a closer look at the account and equipment to see how we can help. Could you please send our team a direct message with your full name and full address?

 

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://comca.st/3JVm4ao
  • 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

3 years ago

0

user_beb638

Visitor

 • 

1 Message

3 years ago

same thing is happening to me and now no audio at all kive or any of my recordings!

1

0

XfinityThomasC

Official Employee

 • 

2.6K Messages

Hello @user_beb638 and thank you! I really appreciate you being a member of the Comcast Family! Can you direct message us your name and address, please? Make sure you are signed in with your Xfinity credentials.

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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

markx1

New Poster

 • 

2 Messages

3 years ago

the xfinity.app consistently plays only a few minutes of audio and then silent watching via iPad. Tested on 3 different iPads. Audio never failed (for me) for 30 minutes shows but some long shows audio always fails eg Doctor Who. All the audio is actually recorded since audio is fine on tv

3

CCSean1

New Problem Solver

 • 

318 Messages

Hello @markx1, thank you for taking the time to reach out to us on the forums. I understand how frustrating it is when you are trying to enjoy a show and the audio cuts out and this is never the experience we want you to have as a valued member of the Xfinity family.

 

Does this issue only happen on your Apple devices? There was an issue with Apple devices that we were aware of that was causing errors and issues on apps and services that should be cleared up now. Are you still having the issue or has it been corrected?

I no longer work for Comcast.

3 years ago

0

cheathwo

Visitor

 • 

1 Message

Hi,

I have been having exactly this issue for some time now on both of my Apple devices (iPhone and iPad). The issue is with the Xfinity Stream *app*, not with Safari.  I just deleted and reinstalled the Xfinity Stream app on both of these devices this morning, but the issue is happening again right now.  😞

I have to be honest — this has been going on long enough that it is making we want to cancel Xfinity and switch to YouTube TV.  

3 years ago

0

CCAlisha

Problem Solver

 • 

571 Messages

Hello, @cheathwo we do not want to lose your business with us! I am sincerely sorry for the frustration this has been. Can you please tell me if you are experiencing issues with live TV or recorded shows? Also, are you connected to your in-home network, or cellular when the issues occur? 

I no longer work for Comcast.

3 years ago

0

Labelleedmiston

Visitor

 • 

1 Message

3 years ago

I am having the same issue as everyone above.  I lose sound on recorded shows when watching through the Xfinity Stream app on both my  IPad Pro, 2021 and iPhone 13.  I’ve updated everything, signed out and back in again, cleared my cache, deleted app and reinstalled.  Still no sound on many recorded shows (not all) after about 3 minutes with sound.  Same shows played back on TV’s have sound. Very frustrating!!  Please advise.

1

0

XfinityJaxie

Official Employee

 • 

292 Messages

Hello, @Labelleedmiston, thanks for reaching out to us regarding the issues with the Stream App on iOS devices. After much investigation, we determined that there was an issue with the Safari 15 and or the 11.6 IOS update. Its currently recommended to use a different browser such as Chrome, when attempting to stream from the Xfinity Portal. Some users have reported success with refreshing the Safari browser as well. 

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

forum icon

New to the Community?

Start Here