U

Visitor

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2 Messages

Sun, Jul 17, 2022 7:35 AM

Xfinity Stream app on Hisense Roku TV Crashing back to Main menu when trying to view scheduled recordings list

This has been happening for the past 3 days.  The Xfinity Stream app on Hisense Roku TV Crashing back to Main menu when trying to view scheduled recordings list. I have already tried uninstalling and reinstalling the App, I have tried several other recommendations that I figure were completely unrelated as every other app works as intended.  I tried running it directly from Ethernet Cable instead of Wifi, as I mentioned I tried uninstalling the app doing a system restart (instead of just power cycling with just the remote) and then reinstalling the app and it still didn't fix the issue.  All my other apps work as expected.

Visitor

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3 Messages

2 m ago

I have been having the same issue-text support no help at all-they do not seem to be aware- one person told me they were updating and it would be fixed in 2 hours-that was 24 hours ago- help!!  I cannot find any help on-line as to how to fix this problem.

Official Employee

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356 Messages

Hello @user_cb6738 we'd most certainly love to help address any issues you may be experiencing with your Xfinity Stream app and Roku devices! It sounds like perhaps you've also taken part in some troubleshooting! We'd be happy to further our troubleshooting together so that we can get to the bottom of this, if you could join us via Direct message and please be sure to include your first and last name, and full-service address to begin! We look forward to hearing from you!

Here's the detailed steps to Direct Message us:
• 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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eltorro

Contributor

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39 Messages

2 m ago

Same here on multiple Roku's.

Visitor

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3 Messages

2 m ago

Still not fixed. I noticed this same thing a few days ago.

Official Employee

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262 Messages

2 m ago

Hello @user_b74cb3, thank you for taking the time to reach out to us on the forums. I can understand the frustration this would cause and this is never the experience we want you to have. I appreciate you trying all the steps you have to resolve the issue, and you have reached the right team to help get this addressed.

 

Can you send us a direct message with your first and last name and address to get started?

 

To send a direct message: 

 

  1. Sign into the community. 
  2. Click the message count or envelope icon to go to our private message inbox 
  3. Click the New Message icon. 
  4. Enter Xfinity Support in the Send to field. 
  5. Type the reply in the Message box. 
  6. Click Enter to send your message. 
  7. You can see your back-and-forth messages with any user by clicking the messages. 

Visitor

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3 Messages

@XfinitySean​ My issue has not been resolved I can still not use the Xfinity streaming app properly

Official Employee

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477 Messages

Thank you for reaching back out to us. We would be more than happy to look into this for you. Were you having trouble sending a direct message with the steps that were previously provided? If so, please try these steps: 

 

To send the requested information in a private message from any https://comca.st/3obZUHh page:

  • Click "Sign In" if that prompt is visible

  • Click the "Direct Messaging" icon or https://comca.st/3Pn7vhS

  • Click the "New message" (pencil and paper) icon

  • The "To:" line prompts you to "Type the name of a person", but don't do that.

      Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

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

 

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

Visitor

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2 Messages

@XfinitySean​ I did as requested, have not heard anything back from them.

Visitor

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3 Messages

2 m ago

I’m having a hard time signing in to the support to give you my information about the issue that I’m having- This is an ongoing issue for almost a week now this is absolutely ridiculous that this has not been rectified-

Visitor

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3 Messages

2 m ago

I still have the same issue. Doesn’t seem like they know how to fix it.

Official Employee

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156 Messages

@user_2a8e0c, Thank you for reaching out to us through Xfinity Communities. We want to you to know that our engineers are aware of this issue and are working to fix it as soon as possible. 

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
eltorro

Contributor

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39 Messages

2 m ago

Still fails. They don't care.

Visitor

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1 Message

2 m ago

Yup at this point im sure its a bug on thier update cause i have been given no answers for that one problem yet ln app crashing while trying to view “scheduled recordings” ive been on the phone multiple days and hours in a row with xfinity technicians…this is only my “HITACHI Roku TV” my other smart TVs are able to access “scheduled recordings” just fine. Maybe xfinity could just make another update to fix this bug instead of sitting together on the phone to say sorry couldnt fix that well put in a file with other service issues lol 

XfinityChe

Official Employee

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6.5K Messages

Hey there, @user_eda443! We appreciate you for sharing your feedback. I know how frustrating this may be and would like to help investigate and work with the correct group to see how we can get this fixed on our end. Can you send a direct message with your first and last name and service address? To send a direct message click the "Direct Messaging" chat icon in the top right corner of the page, then click on the pen and pad icon and enter "Xfinity Support" in the "To" section of the chat.

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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