Kommonsense's profile

Visitor

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5 Messages

Thu, Oct 28, 2021 2:03 AM

Playback Issue 2111 Error 2

Having the issue on my Samsung S10+

When trying to use the stream app it seems to force a tvgo channel even on home networks and then the error message REPEATEDLY. 

Saw the same issue on this forum with no answer. Help Please

XfinityRay

Official Employee

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434 Messages

3 m ago

Hello, @Kommonsense. Thank you for reaching out about the Xfinity Stream app and the TV Go channels. I did a bit of preliminary digging and am not seeing the error message attached to a known issue. Are you seeing this same problem on any other devices? What troubleshooting steps have you tried so far? 

Visitor

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2 Messages

@XfinityRay I am seeing the same issue on my Samsung S10+.   Both my phone and the app have the latest updates

Visitor

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1 Message

Any luck on fixing it?

XfinityMikeB

Official Employee

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448 Messages

Have you tried uninstalling the app and reinstalling? Do you notice this when launching it from the website? 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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5 Messages

Uninstalled the app and reinstalled at least 15 times. No improvement. I have other devices that are working properly. I attempted to sign them out and retry on the S10+ but same result. 

Restarted the modem here at home to no success. Problem happens home and on cellular networks. Checked all permissions for the app as well

XfinityEva

Official Employee

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326 Messages

Thank you for trying these steps out prior and I apologize for the inconvenience. Have you made sure the Xfinity Stream app version is 6.9.0 or later? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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1 Message

3 m ago

Also applicable to the S10e, got the same error a day or two into using the service. IPhone user in family can use it just fine. Same with Fire TV beta.

XfinityBrie

Official Employee

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508 Messages

@CycleHit

 

This usually boils down to an entitlements issue--the app, device, username combination not recognizing you're on the home network, so it defaults to the TV Go channels per our various network agreements. Judging from other folks responses, it seems to be mainly affecting Android users using the app--we'd want to get this in front of the engineering teams so they can look into it.

 

This would apply to anyone else having a similar issue--if this is something more widespread, and not localized, we'd want as many eyes as possible on it.

 

Would you be able to send me a direct message with the account information(name, account holder, service address) as well as the model number of the device you're using, the operating system information, the username you're signing in with, and the app version of Xfinity Stream.

 

 

To send a direct message:

 

Please only send a direct message when requested by an official employee--sending a chat when not requested may result in the chat being lost given the high volume of chat requests received daily.

 

  • Ensure you are first signed in, then you will see an icon at the top right of your page. Click that or follow this link: https://comca.st/3bENzow
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.
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

Visitor

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5 Messages

@XfinityBrie didn't want to delete thread in case you weren't requesting me to dm 

Still having the issue. FRUSTRATED!!!!!!

Official Employee

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506 Messages

@Kommonsense. I certainly help take a look. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your first and last name to help us locate your account. Let me know if you have any questions.

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

Visitor

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5 Messages

9 d ago

No answer still? Posted months ago

Official Employee

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264 Messages

Hi, please send us a private message so we can troubleshoot your app concern. To send a Private Message, please click on the link  https://comca.st/3KhquZ7 to initiate a live chat.

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

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