U

Visitor

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3 Messages

Wed, Aug 11, 2021 1:38 AM

Streaming app freezing on Fire TV

The streaming app freezes very often on Fire TV. The audio will continue but the video will freeze. This happens so often and is very frustrating. Can someone please help me. 

XfinityEthan

Official Employee

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389 Messages

2 m ago

Hi, @user_1cb28b. We want to do everything we can so you can enjoy the Stream app on your Fire TV. 

 

Does your Fire TV have android 4 or later?

Is the Fire TV the only device that has issues with Streaming through the app? Does the TV work fine for other apps?

How far is the TV from the gateway? 

 

 

Visitor

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3 Messages

@XfinityEthan the tv is running Fire OS 6.2.7.8. This is the only Fire tv in the house and it is the only one experiencing this issue with the streaming app. The issue is isolated to the Xfinity streaming app and it’s very frustrating. My Samsung and Roku televisions are running the app perfectly. This television is less than 20 feet from the gateway. 

This seems to be a common issue with FireTV, so please advise me to a solution. 

Official Employee

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3K Messages

Can you tell us what kinds of troubleshooting steps you've already taken such as rebooting your gateway, checking wires/connections, or forgetting the Fire TV from your network and reconnecting it?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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3 Messages

I have rebooted the gateway several times, removed the television from the home network, re-established connection, uninstalled and reinstalled the streaming app several times. The television works great with every app except the xfinity streaming app. It freezes so bad. Is there an update to this beta app?

Official Employee

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220 Messages

Thank you for the update, it definitely helps us narrow down the issue. It sounds like you have done what you can on your side, so we may need to take a close look at this and do some more specific troubleshooting. To get started, please send us a direct chat message with your full name and complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page. 

 

Here are the detailed steps to direct message us: 

Click "Sign In" if necessary

Click the "Peer to peer chat" icon (upper right corner of this 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

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

Press Enter to send your message

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

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