Frequent Visitor
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7 Messages
Stream app black screen for live TV but DVR recordings work.
I’ve been using the stream app for quite a while on my Android devices. My current device is a Moto z4 which I’v owned since the summer of 2020 that has Android 10 on it.
Starting sometime in the last few months when I try to stream Live TV using the app, it results in a black screen while audio continues to play. The play/pause button shows up if I tap the screen, but there is no video just a black/blank screen. However, recordings from the DVR work perfectly. Other streaming apps (Netflix, YouTube, and Hulu work correctly. It also works correctly if I cast to my Chromecast devices.
Things I have tried:
cleared app cache
cleared app storage
restarted phone
cleared system cache
uninstalled/reinstalled stream app
tried different channels, both HD and SD
This feels like a new app bug.
XfinityPaula
Official Employee
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1.1K Messages
2 years ago
Hi @ryanL78 Thank you so much for bringing this to our attention. I know it's a bummer when an app or service is not working. It tends to get me when I really need it too! Thank you for your excellent details and troubleshooting. I grabbed an android device pixel 4 to test and I have the live TV programming playing with sound and picture. I have other devices that I can test as well, but with this initial result I think it may be an isolated issue, possibly specific to your device model. The only other variable is the test credentials I am using here and your personal credentials there. Do you happen to have another android device to test? I also found that the last app update was on 4/6/22, so I don't think it's specific to the recent update since you have experience the trouble for longer than that. I would love to look into this more and help bring our repair team into the issue to help with finding the right resolution. Would you please send me your name and service address, so I can create a request?
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