xfinity app on fire stick won't show programming (channels) after fire stick is turned off unless fire stick is restarted through menu

Current OS is 8.11.0.2199. Turns out that the problem also occurs even if the stick is left on, just takes longer to happen. I turned off all of the data sharing on the Firestick 4K (just in case that was causing the problem) but it didn't help.

Thanks for laying all of that out — it really helps us see what’s happening. We know how frustrating it is when everything looks fine in the app but channels won’t actually play. Since you’ve already tried uninstalling, reinstalling, and clearing the cache, you’ve covered a lot of the basics.

A couple of other things you can try:

- Make sure both your Fire Stick and the Xfinity Stream app are fully up to date. Even a small pending update can cause repeated error codes like 2111.

- Try signing out of the Stream app completely, then sign back in fresh. This can sometimes reset the authentication that gets hung up after the Fire Stick goes to sleep.

- Restart your modem/gateway as well, just to clear any lingering network sessions that could interfere with the app.

- If the issue keeps happening, you can also try changing the Fire Stick’s power settings so it doesn’t go fully into sleep mode, which has helped other customers with similar issues.

If you give those a shot and it still persists, let us know.

Sadly, none of this helped. I also tried a complete Firestick factory reset; even that didn't work. All the other apps on the Firestick work fine. The Xfinity stream app always loses the "handshake" required to permit the stream to be displayed if the TV is turned off, or if too much time elapses since the Firestick was restarted (even if the TV is left on.) Seems like a security software problem with the Xfinity app for Firestick. Maybe the Xfinity stream app for Roku is better?

@user_ajqvd9 Sorry to hear the Stream app is still having issues. Please send us a direct message with your full name and service address and we will take a deeper look at this. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" 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. 

So after no resolution provided by Xfinity, I spoke with a helpful assistant at Amazon who researched the matter and said that the code "playback issue 2111 Error 6" means that the Xfinity app is incompatible with the Amazon Firestick 4K, and there is no workaround until Xfinity fixes the app. This rep had personally received the same complaint about the Xfinity app from 2 other customers. I note that some people have reported that the Xfinity app does work with the Firestick, so maybe it is my old Panasonic TV? I suspect it is a HDMI handshake issue, with the TV turning off the HDMI when the TV is turned off. Xfinity also won't let me stream on my computer, since I am using a very old pre-HDMI monitor (a very nice Apple Cinema display (1st gen.))
Of note, the Xfinity app does work with the Roku streaming stick plus (2025). Sadly the picture is better with the Firestick 4K than the Roku, but the poor functionality of the Firestick 4K in my setup makes it a nonstarter.