ks99's profile

Frequent Visitor

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7 Messages

Thu, Jan 17, 2019 7:00 PM

Roku (Error createDrmSession.403-102)

Hi,

I have a new customer-owned modem and router. The Internet and cable work fine. When I try to launch the The Xfinity Stream app  on my new Roku it gives me the error message: Error createDrmSession.403-102.

 

I've been on the phone with comcast for hours and reset, reloaded, and redone everything a million times with no luck. From what I have been reading on the forums, many other people have had this issue, as well.  It looks like there is a back-end database issue or something with the modem. Help??

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Responses

Regular Visitor

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3 Messages

2 y ago

The "validated best answer 5/19" is not a fix. This is exactly what tech support has you do 100x with everyone they transfer you to. That was probably the 2nd thing they told me to try in my inner week of daily 1-1/2hr calls. It's like groundhog day, each day is like starting over, they all want to do the same thing that was done the day before &no one knows what to do beyond that.

Regular Visitor

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3 Messages

2 y ago


@tonyregan1 wrote:
The "validated best answer 5/19" is not a fix. This is exactly what tech support has you do 100x with everyone they transfer you to. That was probably the 2nd thing they told me to try in my inner week of daily 1-1/2hr calls. It's like groundhog day, each day is like starting over, they all want to do the same thing that was done the day before &no one knows what to do beyond that.

I agree. We have 4 roku sticks at home. All of them are having this issue. THey used to work a couple of weeks ago. Then BOOM! Every one of them are unable to connect to Xfinity. 

New Poster

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1 Message

2 y ago

I just spent an hour on hold waiting for tech support. I was told that my insignia roku smart tv is not supported by the xfiniti stream app. According to tech support on 5/22/19, only LG and Samsung roku smart TVs are comparable.

This is contrary to everything on xfinity’s website and what I was told when I signed up. There was no mention of excluded devices.

I am getting this same error message when I try to connect. Roku (Error createDrmSession.403-102)

Nobody seems to be able to help and this is very frustrating.

New Poster

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1 Message

2 y ago

This did not work

New Poster

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1 Message

2 y ago

I did all that and it did nothing.

Official Employee

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6.7K Messages

2 y ago

Hello hhopek and Jesijoey. Please visit https://www.xfinity.com/stream/ and verify if you can sign in and view Xfinity Stream content with out errors. (This will verify if there are any back end credential issues).  

 

If you were able to sign and view content, please proceed to restart your modem / route and remove the Xfinity Stream App, reboot the Roku, and then re-install the Xfinity Stream App and reset. 

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Regular Visitor

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3 Messages

2 y ago

So, I finally got all 4 roku streaming stick +'s to work myself. Whether it's a piece of the puzzle or the actual fix, I don't know. I quit relying on tech support & dug into it myself the past two days. I have a velop mesh system & I don't think its stricly a velop problem, but more a "smart" technology problem.
Why I lost connectivity, I don't know, I've had instant TV for nearly a year. In all my hours with tech support, I think it's related to my version of instant TV being discontinued. One of the "sure thing" fixes they suggested early on was to get the new instant TV package, which I did & didn't fix it. After hours & hours of escalated tech support of basically uninstalling, reinstalling, signing out, signing in, etc over & over & over. It still told me i needed to subscribe to a video package to use the app.. Tech support said a billing issue, billing said tech support issue, blah blah blah.
I decided to start from the connection & monitor the connections thru my Linksys app. If not familiar with mesh systems, they will automatically connect to the strongest signal. I had all my Roku's prioritized to get the strongest signal prior to other devices, ie: phones, tablets, echos, Google home, etc. Then I looked at all devices connected ¬iced something that set a light off in my head that I know can sometimes cause a conflict.
Ready.......................here's what fixed mine 100%.................after trying to connect less than 10 minutes before................had all 4 connected in minutes............................ In my router app, I noticed all Roku's had connected to the 5ghz band, I unprioritized them, got them to connect to the 2.4ghz band and BOOM!! I knew it worked before signing in because now the "get started" screen had a background.
Such a simple fix that should be well known to tech support. I've had other devices that in the manual it specifically says needs to be on 2.4 band.
I haven't seen this mentioned anywhere else. The last one I even tried connecting while it was on 5ghz 1st, just to confirm my theory, then put it on 2.4ghz & got right in.
Not sure if this is the answer for everyone, but it was 100% the fix for mine.
Good luck

Regular Visitor

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3 Messages

2 y ago

Yes, that is exactly how a mesh system works, one AP, one SSID & every device picks up the best signal, whether it be 2.4ghz or 5 GHz. There's a main unit and beacons on each floor. It works much more seamless than naming each one the same, which is what I did prior to a mesh system. Popular ones are like mine, Linksys Velop, Netgear Orbi, Eero, Google WiFi, to name a few. Problem was, the Roku's were all picking up the 5ghz, which at least in my case, the Xstream app wouldn't authenticate subscription while connected to 5ghz, only on 2.4ghz.
Rustyben

Expert

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24K Messages

2 y ago


@tonyregan1 wrote:
So, I finally got all 4 roku streaming stick +'s to work myself. Whether it's a piece of the puzzle or the actual fix, I don't know. I quit relying on tech support & dug into it myself the past two days. I have a velop mesh system & I don't think its stricly a velop problem, but more a "smart" technology problem.
Why I lost connectivity, I don't know, I've had instant TV for nearly a year. In all my hours with tech support, I think it's related to my version of instant TV being discontinued. One of the "sure thing" fixes they suggested early on was to get the new instant TV package, which I did & didn't fix it. After hours & hours of escalated tech support of basically uninstalling, reinstalling, signing out, signing in, etc over & over & over. It still told me i needed to subscribe to a video package to use the app.. Tech support said a billing issue, billing said tech support issue, blah blah blah.
I decided to start from the connection & monitor the connections thru my Linksys app. If not familiar with mesh systems, they will automatically connect to the strongest signal. I had all my Roku's prioritized to get the strongest signal prior to other devices, ie: phones, tablets, echos, Google home, etc. Then I looked at all devices connected ¬iced something that set a light off in my head that I know can sometimes cause a conflict.
Ready.......................here's what fixed mine 100%.................after trying to connect less than 10 minutes before................had all 4 connected in minutes............................ In my router app, I noticed all Roku's had connected to the 5ghz band, I unprioritized them, got them to connect to the 2.4ghz band and BOOM!! I knew it worked before signing in because now the "get started" screen had a background.
Such a simple fix that should be well known to tech support. I've had other devices that in the manual it specifically says needs to be on 2.4 band.
I haven't seen this mentioned anywhere else. The last one I even tried connecting while it was on 5ghz 1st, just to confirm my theory, then put it on 2.4ghz & got right in.
Not sure if this is the answer for everyone, but it was 100% the fix for mine.
Good luck

I have two wired APs that broadcast only one SSID and the AP and wireless device determine capability and switch at will between AP and their 2.4/5 radios. if you just name the access points all the same (not for example mySSID5 mySSID24) SSID (example mySSID) then your devices pick what is best at the moment for them. 

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Frequent Visitor

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5 Messages

2 y ago


@tonyregan1 wrote:
Yes, that is exactly how a mesh system works, one AP, one SSID & every device picks up the best signal, whether it be 2.4ghz or 5 GHz. There's a main unit and beacons on each floor. It works much more seamless than naming each one the same, which is what I did prior to a mesh system. Popular ones are like mine, Linksys Velop, Netgear Orbi, Eero, Google WiFi, to name a few. Problem was, the Roku's were all picking up the 5ghz, which at least in my case, the Xstream app wouldn't authenticate subscription while connected to 5ghz, only on 2.4ghz.

👏

Great work to figure out that fix. I relayed my identical Velop experience earlier in the thread. I ended up returning it because I could not get it to work - that may have been the issue. I then got Google Wifi (returned that too) and now I'm using Orbi. I did not have a repeat of the DRM issue with either Google or Orbi's products. 



New Poster

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1 Message

2 y ago

@CCElla ,I too am having same issues, years no problem then I move 3 days ago,tech comes out hooks up everything and this dreaded error on all my Roku's. Spent 7 hours on the phone with tech support nothing and got disconnected. Turned off/on uninstall reinstall still nothing.
When I check the Xfinity app there is no modem even there please help.
ComcastKenF

Official Employee

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8K Messages

2 y ago

Bakerybum, thanks for posting. Please uninstall and reinstall the app via this precise method: 

 

1. Restart Roku 
2. Uninstall YouTube app 
3. Restart Roku 
4. Install YouTube app 
5. Restart Roku 

 

If that doesn't work, please try this order path: 

 

Roku Home> settings> audio> audio mode> Stereo (checked)

 

 

Please let me know if either work. 

 

Ken

 

Jeff270

Frequent Visitor

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13 Messages

2 y ago

There is a couple of more steps you may need to do if a system refresh does not fix the problem; First try to do a system reset on the Roku box. Once you do this you should be able to get free trial to Amazon Prime and other perks again. Then do another system refresh on the cable box. If all else fails use a laptop and open the xfinity stream app and stream an on the go channel. Let the laptop stream while you do a system refresh on the cable box. You must do a system reset on the Roku box for the other steps to work. Good luck!

Regular Visitor

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1 Message

2 y ago

New Poster

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3 Messages

2 y ago

I’m getting this same error on one of my Roku’s. I’ve reset to factory settings on the Roku, unlinked and relinked it also uninstalled and reinstalled the app several times with no luck. The numbers on my modem and my account match. This is my personal modem which is on the Comcast approval list. I have 2 other Rokus that are working fine. Any idea??

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