gillisc's profile

Regular Visitor

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6 Messages

Fri, Mar 20, 2020 1:00 AM

Xfinity Stream app crashes at launch

When I launch the Xfinity Stream app, I have a button "get started". Click the button and a dialog box comes up: "Something Went Wrong. We're sorry, something unexpected just happened. Please try again. OK" this is Xfinity stream version 5.13.1, running on an iPad 5th generation with iOS 13.3.1. I've closed the app several times and restarted it, turned off the iPad several times and restarted, even uninstalled and reinstalled the Xfinity Stream app several times. It is still unusable, making this service that I pay for from Xfinity, completely unavailable.

Responses

Accepted Solution

Rustyben

Expert

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24K Messages

1 y ago


@gillisc wrote:

All the steps of the attempted fix worked just fine. However, the app itself still does not work: When I launch the Xfinity Stream app, I have a button "get started". Click the button and a dialog box comes up: "Something Went Wrong. We're sorry, something unexpected just happened. Please try again. OK"


is the ipad in the same home (no VPN) as your own Xfinity internet service? is the modem/gateway's HFC MAC address identical to the 'serial number' shown in the xfinity My Account app, internet tab? have you tried 'forget' the wifi SSID on the ipad, rebooting the ipad (not just lock/unlock) and selecting the wifi SSID while at home?

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Regular Visitor

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6 Messages

1 y ago

2 Weeks and not a word from Comcast?

Rustyben

Expert

 • 

24K Messages

1 y ago


@gillisc wrote:

When I launch the Xfinity Stream app, I have a button "get started". Click the button and a dialog box comes up: "Something Went Wrong. We're sorry, something unexpected just happened. Please try again. OK" this is Xfinity stream version 5.13.1, running on an iPad 5th generation with iOS 13.3.1. I've closed the app several times and restarted it, turned off the iPad several times and restarted, even uninstalled and reinstalled the Xfinity Stream app several times. It is still unusable, making this service that I pay for from Xfinity, completely unavailable.


Xfinity is pretty much closed down due to the quarantine. long press the Xfinity app where ever it appears with your other apps and select delete. turn off the ipad (long press of on/off button until slide power off appears. shut down the iPad for 2-3 minutes. restart ipad with same long press on the power on/off button. Enter pin. go to the app store and reinstall the Xfinity stream app. select sign in and be very sure to accept the terms and conditions. working now?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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6 Messages

1 y ago

Nope
Rustyben

Expert

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24K Messages

1 y ago


@gillisc wrote:
Nope

as you followed each step which one didn't work first?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

 • 

6 Messages

1 y ago

All the steps of the attempted fix worked just fine. However, the app itself still does not work: When I launch the Xfinity Stream app, I have a button "get started". Click the button and a dialog box comes up: "Something Went Wrong. We're sorry, something unexpected just happened. Please try again. OK"

Regular Visitor

 • 

6 Messages

1 y ago

Thank you very much, turning off VPN worked.

 

Now I suppose it's time for me to complain to nobody in particular at Comcast listening about how it is that I have to open up my computer to security threats just to use their streaming app, and how the streaming app is too stupid to tell me what the actual issue is that's preventing it from launching.

New Poster

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2 Messages

1 y ago

I just had the same problem.  I turned the VPN on to log in, then turned it back on and the Stream app opened without a problem on later uses.

 

Tom L

New Poster

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2 Messages

1 y ago

sorry, I turned the VPN OFF, then back on.

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