Visitor
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1 Message
Stream App (on Firestick: 1 channel pixelated AND other channels freezing
Two issues:
1) Pixelation on one channel (ABC on 804 and 6) picture is scrambled/pixelated. Sound works. All other channels are working fine.
2) channels (multiple) are freezing (sound and picture) for up to 10 seconds. This is occurring on multiple channels and happens several times per hour.
I have rebooted Xfinity system, fire stick, forced stream app closed, checked/updated stream app.
Note: the above issue on the stream app running on various fire sticks, which some are using Wi-Fi and some are hard wired via cat5 cable. I have the Xfinity newer white router. I have recently had a tech at my house to test all my speeds and equipment (which were fine: over 1200 mbps and Wi-Fi is 400 mbps or higher st different parts of the house).
We are also experiencing an issue on the Xfinity cable box whereby when playing back from DVR the video is jumping back and forth for several seconds.
I use Xfinity for internet, TV, and phone.
Please let me know what o should do next? I need to resolve within 30 days.
Thank you in advance,
Mark
CCTravis
Problem Solver
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546 Messages
3 years ago
@user_b4cba7
Hello! Thank You for taking the time to reach out to Xfinity Support, here on the Community Forum. Also, thank you for all the steps and testing that you have completed so far. Have you cleared Cache, and Data in the Firestick itself? If not that is a great next step.
-Go to Settings on your Fire TV.
-Select Applications.
-In Manage Installed Applications, select the app you are having trouble with.
-Select Clear Cache, and then Clear Data.
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