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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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4 years ago

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user_a3e16d

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1 Message

4 years ago

My wife and I just bought a FireTV and we are seeing this error.  We had always used ROKU sticks prior.  The Xfinity app on ROKU has given us issues in the last but not as frequent as it seems the FireTV freezes with continued audio. 
i see that Xfinity asks for a private message.  Why can’t you publicly publish the fix??

1

CCMacey

Gold Problem Solver

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541 Messages

Thank you for reaching out through our Community Forums page for assistance with your Xfinity Stream app questions, @user_a3e16d. We try to publicly publish answers to issues as often as possible, but if a problem requires pulling up your account to troubleshoot through our diagnostics program, we're unable to do so publicly and need to take the conversation to a private chat message.

 

There are some steps you can try beforehand to troubleshoot, such as rebooting your modem, uninstalling and reinstalling the app on your device, confirming your TV is connected to your personal WiFi network and not an Xfinity WiFi hotspot, and check to see the signal strength on your TV is strong. If you've tried all of these and still need assistance, we'll be happy to help through private chat. 

 

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select “Xfinity Support” and you will be able to speak with the next available specialist.

I no longer work for Comcast

4 years ago

0

user_6cf198

Visitor

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4 Messages

4 years ago

Same issue here, but only when watching Saved programs and only with selected programs AND only on iOS devices (iPhone and iPad). Same saved program on desktop TVs work fine as well as on xfinity.com on computer.

I reset the iPad and also deleted the Stream app and reinstalled, but problem remains.

Do I need to reset the modem that generates the signal that streams to the iPad?

4

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XfinityBillie

Official Employee

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3.3K Messages

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums. I am truly sorry to hear that you are having issues with our Stream app. When it freezes do you have an error message at all or does it just become non responsive?

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

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bigdogrfwi

Visitor

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2 Messages

no error message, picture just freezes, sometime it fixes its self, sometimes it just kicks out of the app.
If i jit the pause button, then play, it will resume back to normal, but you never know for how long that quick fix will last

4 years ago

0

XfinityGabby

Official Employee

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1.5K Messages

Hello, @bigdogrfwi. Thanks for taking the time to reach out to us through Forums. Is your experiencing happening while watching recorded shows only?

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

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soxfan0713

New Poster

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3 Messages

@user_6cf198 - I run into this issue on my iPad too. Recently through troubleshooting discovered if I close all my apps running and restart the stream app, it runs great. My sus[I ion is it’s having a conflict with another streaming app that’s already open. Not sure if you’re experiencing the same issue but thought I’d share what worked for me. Good luck!

4 years ago

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Soniabel

Visitor

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2 Messages

4 years ago

I have the same issue on my firetv. I originally started using the app on roku and never had a problem. I started using the fire app when it became available later and have had constant freezing of the video every single day. Have tried rebooting modem, TV, reinstalling app, etc. When so many people are complaining of the same exact issue, it's obvious that it is due to a defect with the app itself. These comments need to be conveyed to the developers so they can actually fix the functionality of the app. Isn't that the point of beta mode, so problems can be identified and corrected before releasing the final product?

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CC_Tony

Retired Employee

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1.4K Messages

@Soniabel

You can always share your thoughts and suggestions using the "Submit Feedback" link at the bottom of any Xfinity Webpage. We would love to work with you to get this issue reported. Since we have to do that at the account level, can you use the chat icon in the upper right to send a new message to "Xfinity Support" with your name and address? Thank you! 

4 years ago

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user_e5133b

Visitor

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1 Message

4 years ago

I am having the same problem. It seems to be a Apple problem. Streaming is good on my android phone, tv, and windows computer.  Apple needs to get their game together and come up with a fix. 

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user_6cf198

Visitor

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4 Messages

4 years ago

Last week I had an extended session with tech support, via both voice and chat.

Their conclusion: it is an app-level defect and cannot be fixed until the Stream app developers fix the application. No mystical waving of hands, incantations, updates, or reboots will help. Too bad, because I tried all of those.

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user_57c795

Visitor

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1 Message

4 years ago

We've recently signed up for streaming and are constantly freezing; sometimes within 15 seconds of signing on.  We called support and were told it was the brands of our TV's, then they told us it was incompatibility with Fire Sticks, then finally said said they need to have a Manager call us.  This is ridiculous considering the number of similar complaints out there.  Sounds like Comcast doesn't know what to do here.  Ready to bail and go back to HULU.

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user_sh217a

New Poster

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6 Messages

4 years ago

Started having this same problem on a new iPad Pro M1 chip. Previous iPad Air A chip has no problem. It seems that going to a small video window (for example, leave tv playing but go to a browser window for a minute) is more likely to trigger the problem. The video freezes while audio continues, then if I try to get the video back on full screen it goes black while audio continues. 
Netflix etc do not exhibit the problem.

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