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Leesataxprep
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4 Messages

Wednesday, November 25th, 2020 4:00 PM

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Picture freezes and audio continues on Stream App

While watching recorded shows on my iPad, the picture freezes and the audio continues. It’s happening to my roommate on her device also so it’s not my iPad. I uninstalled and reinstalled the app with no resolution.

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Updated 

4 years ago

11.4K

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mary528

New Poster

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2 Messages

4 years ago

ME TOO!  Waiting to hear of a resolution!

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Chat22

Regular Visitor

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6 Messages

4 years ago

Mine too. It's getting impossible to watch. Happens on my phone and iPad however not on my MacBook 

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Rustyben

Expert

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24.6K Messages

4 years ago

@Leesataxprep wrote:
While watching recorded shows on my iPad, the picture freezes and the audio continues. It’s happening to my roommate on her device also so it’s not my iPad. I uninstalled and reinstalled the app with no resolution.

if video 'freezes' or goes black while audio continues that is an HDCP error condition (it shuts off video due to detected security issue). you can recycle the set top box power or unplug/re-plug in the HDMI connector.

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Chat22

Regular Visitor

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6 Messages

4 years ago

Did you actually read my push or was that a copy and paste answer use like to use? As mentioned in my question. Happening on two Apple devices only. TV and eve fine.

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Rustyben

Expert

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24.6K Messages

4 years ago

@Chat22 wrote:
Did you actually read my push or was that a copy and paste answer use like to use? As mentioned in my question. Happening on two Apple devices only. TV and eve fine.

no it was typed. your question fit that - missed the ipad mention. close the app on the ipad, do a complete shutdown of the ipad and restart after 2-3 minutes. app working?

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Chat22

Regular Visitor

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6 Messages

4 years ago

It was an iOS update issue.

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Leesataxprep

New Poster

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4 Messages

4 years ago

No. That does not fix the problem. I already tried that.

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Leesataxprep

New Poster

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4 Messages

4 years ago

Are they going to fix the update? If so, when??

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vleaandgleigh

New Poster

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2 Messages

4 years ago

SAME HERE!  i've tried:

 

uninstaling and reinstalling the app

total shut down of my ipad

logging out and back in

same thing...

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grock88

Contributor

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15 Messages

4 years ago

I have the same problem with Roku 3 and Roku Streaming Stick+ on different TVs. Don' t have the problem on my Window 10 Pro PC.

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XfinityJeniece

Official Employee

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3K Messages

Hey there, @grock88, thanks for reaching out through Xfinity Forums regarding your Xfinity Stream app! We would be happy to help with troubleshooting your Roku. Have you tried any troubleshooting steps mentioned on the thread such as a restart or logging out of your account and then back in to see if that helps with your connection?

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

zeblentz1959

New Poster

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4 Messages

4 years ago

I've started to have the same problem with my Fire Stick. I've deleted the Xfinity Stream App and re-installed with no luck. Rebooted the Fire Stick multiple times with no luck. My internet signal per the Fire Stick is Very Good. Is it time to go back to DirectTV?

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gibson96lp

Visitor

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2 Messages

I have had this problem since I started using the service (Feb 2021).  I have called, chatted, and even had a tech come out.  All 4 TVs in my home are Amazon Fire, and 1 is ethernet wired to the XB7-T.  The other 3 are FireSticks that are near hardwired Google WiFi pucks.  All 4 experience picture freezing while audio continues.  You have to push pause and then play quickly for the picture to begin again.  I need a resolution to this and XFINTY has not provided one.  If Amazon devices are advertised as compatible devices (which is why I switched from DirecTV), then it needs to be functional.  On my last call, I told the agent that I will take wireless boxes to solve the problem but I refuse to pay a fee for them.  The agent wanted $7.50 per month each and said no way around paying a fee.  Get out of here with that.  You advertised a service, I switched, and you are not providing the promised service.  This is beyond frustrating.  Multiple calls, multiple chats, and a service visit.  No other applications on any of my devices have this issue (Disney+, WWE, Peacock, Hulu, etc.) since I switched to XFINITY.

(edited)

4 years ago

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XfinityGabriel

Official Employee

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2.2K Messages

Hi, @zeblentz1959! We would surely miss your business. I am sorry to learn that you are experiencing the same problem with the Firestick. I love using the XFINITY Stream app on my Firestick to so I understand the inconvenience that this can cause. We can help. To further assist, please send us a private message with your name and address so we can take a look at what’s going on by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message.

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
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

gibson96lp

Visitor

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2 Messages

4 years ago

I have had this problem since I started using the service (Feb 2021).  I have called, chatted, and even had a tech come out.  All 4 TVs in my home are Amazon Fire, and 1 is ethernet wired to the XB7-T.  The other 3 are FireSticks that are near hardwired Google WiFi pucks.  All 4 experience picture freezing while audio continues.  You have to push pause and then play quickly for the picture to begin again.  I need a resolution to this and XFINTY has not provided one.  If Amazon devices are advertised as compatible devices (which is why I switched from DirecTV), then it needs to be functional.  On my last call, I told the agent that I will take wireless boxes to solve the problem but I refuse to pay a fee for them.  The agent wanted $7.50 per month each and said no way around paying a fee.  Get out of here with that.  You advertised a service, I switched, and you are not providing the promised service.  This is beyond frustrating.  Multiple calls, multiple chats, and a service visit.  No other applications on any of my devices have this issue (Disney+, WWE, Peacock, Hulu, etc.) since I switched to XFINITY.

(edited)

5

bigdogrfwi

Visitor

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2 Messages

4 years ago

Anybody get a LEGIT fix/answer to this??
I have a Fire TV and most days there is picture freeze (audio still is going) sometime it rectifies itself, most of the time it will end up stalling completely and it ends up turning off the tv because the stream ended . Very Rarely can i get thru a night where there is no problems.

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user_7c0f9c

Visitor

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1 Message

4 years ago

Seriously is there any fixes??  I have the same problems mentioned above. And I know my Wi-Fi is more than ample enough to stream. Like others mentioned no other apps have this problem. Plus it's been the Xfinity stream beta app for a while now. When do we get the production version?  I too am at the point where it is almost too difficult to continue watching.

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CCEthan

Official Employee

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1.4K Messages

Hi, @user_7c0f9c. Thanks for reaching out about your Xfinity Stream issue. We are happy to help troubleshoot and work on a solution.

 

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat. You have to be signed in with your Xfinity credentials to see the chat icon.  If you ever have issues it is better to create your own post for help which generates a ticket. Posting on an old thread might delay getting help. Thanks!

 

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_b2247d

Visitor

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1 Message

4 years ago

I am having the exact same issues as everyone here has mentioned.  It’s really frustrating when either the picture freezes or the picture quality is very poor.  No other application has this problem.  Please help!

(edited)

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