xfinity stream beta error tvapp-00331 on Roku

@XfinityTyler The uninstall/reinstall does not change this behavior.

Hi jmshel, thanks for trying. I know how frustrating this can be when all you want to do is watch your favorite shows. Don't worry we will get this taken care of for you. Can you go to your app settings and provide the version of app you have installed on the equipment? 

All 3 are Version 6.2 build 1

Thanks again for the feedback jmshel, I tested this on my end with a Roku that we have in our lab and I am not receiving the same error. Since the error is only found on the one device I am confident in saying that this would be an isolated issue with your particular device. To better understand how to get this repaired could you tell me if you have this issue while viewing live TV, recordings, or on demand? 

The error occurs on all 3 (not just one) ROKU devices, after fast-forwarding while streaming a recorded program. It does not occur every time we fast-forward, so I'm not surprised that you may not have been able to regenerate it.

It does not occur when watching live TV (since that can't be fast-forwarded) nor while watching on-demand. This behavior also does not occur on TV sets that have xfinity cable box attached nor does it occur when using the xfinity streaming app for my phone (android).

There are other weird behaviors that occur on the xfinity ROKU streaming app after fast-forwarding (for example audio lagging 5 seconds behind video) that I have not listed since the most frustrating one is the "cannot resume" error.

The common thread appears to be the xfinity streaming app for ROKU.

@user_04acaa- thank you for the info. I am recording something this evening that I will watch later and fast forward to get the error. Then I'll try the steps XfinityTyler recommended above (although I uninstalled/reinstalled the app about a two months ago with no change).

@Austinhuff - thanks ahead of time for any info you get. I hope you find/get a solution!

So I am having THE SAME issue as well here in Ga. I don’t have a box at all so I’m live stream via the app and the stuff recorded on my DVR doesn’t work via the app on my tv NOR the app on my iPad…

so tech support this appears to be a National prob ma’am & sir. Tech folks have told me the same thing and I have 3 Roku like the other customers…now what is the “actual” resolution????

Hey, @BSweet1! Thanks for your comment and for letting us know you are experiencing the same issue. I am so sorry that this has been happening with the streaming app. Definitely not the experience we would like you to have while enjoying our streaming services. I'd like to confirm, have you tried the recommended troubleshooting steps above? Did that work at all? 

Yes!! I have. It keeps doing THE SAME thing. Very annoying

@user_060e00 I'm having the same problem.  Don't seem like roku or xfinity have been offering 🤔 sound solutions and yet we're charged so much 

Hello @AustinH and others experiencing this particular issue--

Engineers are aware of the issue with the Xfinity Stream Beta App on Roku and this particular error code. While we work on a permanent fix with Roku, we've had success with some customers who uninstalled the app, allowed us (XfinitySupport) to perform an account reset on the back-end and then re-install the app as if starting from scratch.

@jmshel actually posted below regarding the same issue and is one of the customers who has so far not experienced any additional issues since then. What they described is known as a as a COAM (Customer Owned And Maintained) Deprovision--it's essentially a fresh start, however it will kick you off of and sign you out of ALL devices.

Good one BUT I’m using the Xfinity modem & paying for it monthly…try another step with the XFINITY OWNED DEVICES PLEASE

@Eatalot - good to hear that worked for you.

Well maybe the situation is gonna be different for different ppl. As I have a Xfinity modem so I shouldn’t have to change devices. If so, no one has suggested it. Ugghh 

We would love to look into your situation in particular and troubleshoot. send us a direct message with your full name (and the account holder's name if different from you) and the numbers associated with your service address. To send a Private Message, please click on the link  https://comca.st/3GP5dU9 to initiate a live chat.

Hey @user_3f0874, I appreciate you reaching out! We will be happy to take a further look into the issue that you're having. Could you please send our team a direct message with your full name and full address? Our team will be happy to see if we can find a resolution! 

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

Hi, @Rd1231. I appreciate you letting us know what steps you've taken and I'd be happy to look further into this for you. If you would please send us a Direct Message with the steps provided above, we can look more closely at your services and work to find a resolution. 

Hello, @Trendzy6891 and thread. For anyone still experiencing this issue, we want to help and have good luck deprovioning the devices you have connected to the Xfinity Stream Beta and regular Xfinity Stream app. We have to do that on all devices so you would need to resign into the app once we complete the steps. If you have tried the steps we have listed in this thread and are still having the problem please send us a chat message with your first and last name and your service address so we can take the additional steps.

Here are 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

@user_da2239​ probably because the app is in “beta”. When it’s in beta they can just write off a lot of errors and issues as things being in beta and not be responsible. 

Greetings, @user_da2239! Thanks so much for taking a moment out of your busy day to leave a post on our community forum and send us a private message. I'm sorry to hear you're having issues with your RoKu app, but you have definitely come to the right place for assistance.

I found your private messages, but they were not tied to a post until you sent this one, so I'm glad you checked back. I will message you privately in just a minute.