Xfinity Stream App not working on ROKU Ultra - returns to Sign In page

@gwaug  I tried a solution I found on the Roku forums and it actually worked.

Log into your Xfinity account and under USERS, add another e-mail/password that can access your account.

When you try to authorize again, use the new user you created - for some reason, that worked today and I am able to watch on my Roku.

I hope this helps.

@mre17   Thanks for the tip, but this did not work for me. Still able to log in to only one (of 5) Roku devices, which are all on the same WiFi network. This is in southern NH, if Comcast tech support is following this board and tracking geographical outages. 

@gwaug same issues I have had for a week it’s been acting strange on the streaming side on Roku and smart TV 

Hi there and hello to you @user_852ab1!  Thanks so much for taking the time to reach out to Xfinity here on our Community Forum.  We are so glad to hear from you and want to assist in any way that we can today.  No worries!  You have reached out to the right team, can we are going to take good care of you here.  Can you tell me if you are receiving any error messages or codes on your screen when you try to stream content? 

@XfinityArmand There are no error messages or codes returned for this particular problem. As described above/below, after receiving a notification of "Success!" at authorization on one's computer/phone, the Xfinity Stream app simply kicks back to the login screen on the Roku/TV with no explanation given.

I'm re-posting what I just submitted on another thread where the exact same problem was reported. By the way, both of the workarounds cited below were provided by Xfinity customer service reps who at least acknowledged that the problem is in the Xfinity network, if not able to provide a more detailed explanation or an estimated fix date (other reps fell back to the default of blaming Roku or the customer equipment). For a such persistent (ongoing for at least a week now) and widespread problem, it would be nice if such information were widely disseminated throughout customer service, and then to affected customers. 

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Modem/Gateway/Roku device compatibility is not the problem-- not when with all the same devices various workarounds (logging in as a different user, authorizing from a browser tab where Xfinity Stream was previously launched) sometimes clears the problem. You have an issue with stale login data somewhere in the network being used/checked at authorization (see more detailed explanation below). Via these workarounds I was able to clear the problem on all but one Roku device (identical to others in model and firmware/software versions after factory reset), but as of this morning the problem still persists on that device. Don't know if anyone is actively working on the problem, but it's been an issue for at least a week and absolutely is not fixed (at least in my region-- southern New Hampshire and/or New England). 

I am sorry to hear that you are having this issue with your services! I know I would be frustrated too. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!

- Click "Sign In" if necessary
- Click the "Direct Message" 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

January 1st 2022, 4 devices stopped working in house using xfinity beta app on roku, at least 2 devices are roku ultras (brand new)...

I believe that it is the server cache issue at Xfinity, cuz I've tried everything else...

Hopefully i can get someone to help me with clearing the server on Xfinity server.

Thank you for the comment, @user_7ea8de. Please send us a peer-to-peer message so that we can assist you. 

@user_260a7b

I wanted to check in. Are you still having an issue trying to stream on your Roku device?

If you follow the steps above, you can send us a DM with your name and your address and we can work on doing some troubleshooting with you, @user_c733fb!

@bkarns510 Hello and thank you for reaching out. I am so sorry to hear that you are also experiencing this issue as well, and I would be more than happy to help in any way I can in getting you back on track again. To get started, please reply in a private message with your first and last name and service address following the steps below:

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• 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

Hi, @Chelsea1988. I appreciate you coming back here to keep us updated. I know this has been frustrating for everyone. I understand you were waiting for a follow up from a recent ticket. How is everything going so far? 

@XfinityVianney checked in with an agent this morning. Still no timetable. Credits will supposedly be issued once the problem is solved. Not much other info was given other than it's a known ongoing issue with the Xfinity stream app and techs are doing maintenance to try and resolve the issue.

I can definitely understand the concern, my family uses the Stream app on several Roku devices in our home as well. I'm happy to look into this further on our end. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" icon
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 keep getting this message: TVAPP00306.  It happens when I try to stream programs on my Roku box.

We can definitely help with this error message you are getting when using your Roku with our stream app. If you have already attempted the troubleshooting steps listed above please send over a private message so we can better help!

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to help with this error code! 

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

Oh, no! I'm deeply sorry that it has been difficult to get a hold of us through a private message. You should be able to see a chat icon, in the top, right hand corner of the web page, and once you click on that icon, you should be able to search "Xfinity Support", and this should get the process started. Please let me know if this was helpful, and we look forward to speaking with you further! 

@user_610306

By any chance, are you getting a DRM# error code? If so, please follow the following instructions on to solve this issue.

1. Confirm that you have a supported Roku device and that you are connected to your in-home Xfinity Internet network.
2. Attempt to access content from the Xfinity Stream app on your mobile device or via at https://comca.st/3AJJnzz to confirm that you are eligible to access Xfinity Stream.
3. If your Roku device is not responding, restart your device.
4. If the Xfinity Stream channel is no longer responding, uninstall and reinstall the Xfinity Stream channel.

Error createDrmSession.403-102

1. Sign out of the Xfinity Stream Beta app on Roku.
   • Using your Roku remote, sign out of the Xfinity Stream Beta app on Roku by going to Main Menu > Settings > Sign Out.
   • You will be returned to the Get Started screen.
2. Log in to the Xfinity Stream Beta app on Roku.
   • If you're relocating your Roku device, ensure that the new location allows you to connect to your Xfinity Internet service.
   • Go to the main Roku device settings menu by navigating to Settings > Network > Set up connection > Wireless.
   • Select your Xfinity wireless network.
     • Note: Do not select another network, including Xfinity WiFi hotspots or any "xfinitywifi" network that may be available in your home. The Xfinity Stream Beta app on Roku is only available through your Xfinity wireless network.
3. Activate Your Device: Follow the Activation steps in Activating Xfinity Stream Beta App on Roku.

*If you are not getting a DRM# error code/message, please let me look at the ticket that was put in for your account. To do this, please send me a direct message with your full name and address. To send me a direct message, please make sure you are signed into the forums, then click on the "chat" icon located in the upper right (left of the notification bell), then click on the pen/pad icon, and lastly Xfinity Support. Thank you for all the time you have already put in to get this resolved. I know how valuable our time is to us. I appreciate you working with us on this.