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user_77d1e3
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2 Messages

Tuesday, September 28th, 2021 5:07 AM

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Playback of Rachel Maddow show freezes and stops

My Xfinity Stream app on all my mobile devices used to all work fine.  Suddenly several months ago, playback of the recorded Rachel Maddow Show ( 6 PM WEEKDAYS ON MSNBC) would occasionally freeze and stop playing.   I’ve tried uninstalling and reinstalling the app.  Did not work.  I’ve talked to Comcast several times over at least two hours, issue still not resolved.  Ive tried to “sync” as Comcast rep to do.  Still did not work.  

playback works fine when I watch on my television but Freezes on ALL my mobile devices, even when I’m connected to my home modem.  

Happens only to this one particular show, recorded at 6 PM on weekdays.  

Comcast, what’s going on???????  Very frustrating!!!

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4 years ago

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user_77d1e3

Visitor

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2 Messages

4 years ago

This freezing issue is happening every day now for this particular show.  

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XfinityAmandaB

Official Employee

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2.4K Messages

Hello, there @user_77d1e3 thank you so much for reaching out for help with your Xfinity stream app freezing during your show I know if I could not watch one of my daily shows I would be frustrated so thank you so much for the chance to help! We do have a great page that goes over a few issues like this for help. If you could take look at this support page for me https://comca.st/3ijJ7zm

 

Scroll down to where you see Cloud-based DVR recording won't play or suddenly stops. There are a few options to complete right there that are very successful in correcting the error you are having. Give that a try and let me know if you still run into the freezing again if you could please. 

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_77a416

Visitor

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3 Messages

4 years ago

I’ve had this same problem for months. It makes no sense. This does not happen with The Last Word or any of the other MSNBC shows I have set on to record and then stream. Only on Rachel’s. I have gone over all the suggestions at that link above (https://comca.st/3ijJ7zm) and it still happens. I often remove other recordings to have the DVR below 75% full. Nothing seems to fix it. It may work fun for a while then reverts to this annoying behavior that can go on for days and days at a time. Comcast/Xfinity - can’t you fix this? It only happens on my iPad (about a year old with the latest OS). Strong WiFi, lots of space on the iPad. Makes me hate the app.

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CCStephanieK

Problem Solver

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909 Messages

Hello, @user_77a416. Thank you for attempting the steps listed in the link. I would like to further review with you to see if we can get the recordings to play correctly. You mentioned it will sometimes work fine for you. Is this for the same episode recorded or does the issue remain if it pops up for a certain recording? Have you gone back to check previously recorded episodes? 

I no longer work for Comcast.

4 years ago

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user_77a416

Visitor

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3 Messages

I just saw your message now. It never came to my email. But when the new poster also commented  2 hours ago, it did come into my email box.

The playback problem will sometimes work fine but not for the same recording. In other words, when one of the recordings is having a problem, it always has this problem. Sometimes a recording may not have the problem at first and then does. There are many other recordings that never have this problem. And it is always for the Rachel Maddow Show. Should I call Comcast?

4 years ago

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user_77a416

Visitor

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3 Messages

I should describe the problem better, I just realized. I didn't a good enough job with what I wrote initially.

The Rachel program plays at first then the video freezes but the audio continues. The audio will go all the way to the end of the show and I can never get the video to continue. I have tried many things - stopping and starting again, scrubbing to a later spot, deleting then taking it out of the trash. It becomes annoying when it would be good to see something she is describing.

4 years ago

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XfinityAmandaB

Official Employee

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2.4K Messages

Thank you for those additional details @user_77a416! With you having done the troubleshooting for the link already and are still running into the issues I would love to take a closer look at your connections from my end with you.

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you!

 

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.

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

PlugInGuy

New Poster

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7 Messages

4 years ago

This behavior has been happening for me for all of this year. My setup is using the xFinity app on an Amazon FireStick 4k. In addition to freezing during Rachel's show, it happens on other MSNBC programs as well. I have plenty of bandwidth. No other app on my FireStick has this problem, including the MSNBC app. The common symptom is that it freezes within a minute or so of returning from a commercial break, and lasts for about 20 seconds.

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