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Visitor

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20 Messages

Monday, April 25th, 2022 10:06 PM

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Streaming App freezes when scrolling through channels.

When scrolling through channels on my Samsung and Amazon devices ( 2 phones and 2 tablets) the app freezes when attempting to scroll through the channels.  Then generates an error "Streaming isn't responding, Close App, Wait, Send Feedback"   If I click Send Feedback I get "Market Feedback Agent keeps stopping"  This has started happening within the last few weeks.  Have cleared caches, data and done several reinstalls and reboots.  Nothing fixes this.  It looks to be v 6.15.0.020.  So far support doesn't seem to have a clue.  Anybody else with this issue.

Question

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Updated 

3 years ago

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user_9a728e

Visitor

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20 Messages

3 years ago

After being transferred around quite a bit, I finally got to someone in "Advanced Repair".  They deprovisioned all our devices and we closed out our Stream apps on all our devices and restarted and things seem to be ok now.

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CCJennifer

Problem Solver

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743 Messages

Thank you for taking the time to reach out and let us know that you were able to get assistance @user_9a28e. We're so happy to hear it's working well again. If anything comes up, please don't hesitate to reach back out and let us know.

I no longer work for Comcast.

3 years ago

0

user_9a728e

Visitor

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20 Messages

Well, I am sorry to have to take this back as the problem has re-occurred on all our devices.  Scrolling will freeze both the Steam and TV Remote Apps.

(edited)

3 years ago

0

XfinityNicolas

Official Employee

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1.1K Messages

Hey @user_9a728e, thank you for letting us know it is still going on. We apologize you're still experiencing the freezing issue and I'd love to help get it fixed. So I can take a deeper look into it, can you send us a direct message?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the page

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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

3 years ago

0

user_9a728e

Visitor

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20 Messages

@XfinityNicolas​ I spent a lot of time with Advance Repair recently with a Tech at my house too (May 17).  Our modem was replaced, all connections tested.  WiFi is working fine.  The Stream App was uninstalled and reinstalled our profile (at Infinity) was reset.  Nothing has changed.  The Stream App and Remote TV App both freeze when scrolling through channels.  The Tech tested on my devices too and they froze.  Sure seems like a software bug as it is happening across 4 mobile devices....all Android.

3 years ago

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abeatccast

Visitor

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5 Messages

@user_9a728e​ I agree with your conclusion. it seems rather obvious xfinity did something which introduced a bug.

3 years ago

0

user_4c89bd

Visitor

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1 Message

3 years ago

I am having the same problem. It just started recently and is happening on all of my Amazon Firesticks.

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user_0484f0

Visitor

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1 Message

3 years ago

I feel your pain.

I started having this problem two days ago. It's maddening. Can't get past Channel 39 before it locks up. Also won't display my favorites when I try to view channels that way to avoid scrolling. I *would* just watch my TV but after years without issues, my box suddenly went out last week. I've been working with Comcast tech reps to get it restarted, but it kept going out. After getting a new box (per tech's instructions) and replacing the power supply and cabling from the wall to the box and the box to the TV... still gives me RDK-10000. After all that effort, a big nothing burger. As an aside, all other devices and boxes in the home work.  There's a tech coming out tomorrow, so now I get to work on pulling everything out away from the wall.

I get that problems happen, but for the monthly price we pay I expect more from Comcast. I'm frustrated with being told to tighten my cable connections, or the assumption that it's always on my end. My setup couldn't be simpler, but the Comcast network has a lot of moving parts. If the equipment or network isn't reliable, at least develop AND MAINTAIN a stable app.

Sorry. Didn't mean to go off there. Just very frustrated with Comcast this week.

2

user_9a728e

Visitor

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20 Messages

@user_0484f0​ I feel your pain. I wish more people would complain so that this would get fixed.   Not only do the Remote Control and Stream apps lock up when scrolling but the streaming app itself is awful...constantly stops and buffers, interrupting your programs. Comcast has tried to blame this on my network but ALL my other streaming apps work fine.  I feel so ripped off having to pay for this part of my service while they just shrug it off.    One thing I have learned is that if you use Browse or Search and put in your channel number you can get past the stuck spot, at least for that show you want to watch. 

3 years ago

0

CCJosh

New Problem Solver

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452 Messages

This is certainly not the experience that we want you to have with your streaming services @user_9a728e. My peers and I would like to look further into this so that you can fully enjoy your streamed shows and being able to properly use your remote control. Let's take a closer look into this together, please use the chat icon in the upper right to enter Direct Messaging. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 

 

To send a direct message [private message]:

  • Click "Sign In" if necessary
  • Click the "Direct Message" icon

or https://forums.xfinity.com/direct-messaging

  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  • - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  • - An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

I no longer work for Comcast.

3 years ago

0

aelashaway

New Poster

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2 Messages

3 years ago

We are having the same problems with scrolling and freezing on the Beta app on the Firestick. Tried everything multiple times.

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CCHeather

Problem Solver

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1.1K Messages

@aelashaway Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

I no longer work for Comcast.

3 years ago

0

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