Visitor

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3 Messages

Monday, September 22nd, 2025

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

The Xfinity stream app on my new Amazon 4K fire stick works fine until I turn the stick off (via the remote), but when turning the stick back on, everything looks OK on the xfinity app menus, but it will not play any channel, giving me the message "playback issue 2111 Error 6." I have deleted and reinstalled the xfinity app, cleared the cache, etc. to no avail. The only thing that gets it working properly again is restarting the fire stick; then everything works as it should until I turn it off again. It appears to be some sort of sign-in/security issue, but I'm not certain.

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Official Employee

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2.7K Messages

10 days ago

 

Thanks for posting on our Community Forums for assistance, user_ajqvd9. I'm sincerely sorry to hear about the issues you've been experiencing with our Xfinity Stream App while using your Amazon 4K Fire Stick. This is not the experience we would like you to have, and we'd like to help! Just to confirm, is your Amazon 4K Fire Stick up to date with the latest OS? 

 

Visitor

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3 Messages

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.

Official Employee

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2.9K Messages

 

 

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.

 

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Visitor

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3 Messages

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?

Official Employee

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918 Messages

@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. 

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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