jmshel's profile

Regular Visitor

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13 Messages

Fri, Oct 29, 2021 4:24 AM

xfinity stream beta error tvapp-00331 on Roku

For months we have frequently received "Attempting to Resume, We've run into a problem while streaming" message after fast-forwarding a recorded program on the xfinity beta app on the Roku devices attached to 3 TVs. After about a minute, another message appears, "This Video Cannot Be Played" with error tvapp-00331 and an icon to "Try Again." Trying again results in the same messages being displayed. This error never clears unless we start playback from the beginning.

This behavior does NOT occur on the two TVs that have xfinity devices attached to them. It also does not occur on my phone xfinity stream app. In fact, we can go to those TV's or my phone and resume play from where the ROKU xfinity stream app locked up with no issue.

For months I've read many posts from users who have had the same problem with no solution. Even posts that indicated that there might be a solution are closed with no resolution posted.

Please fix the stream app beta for ROKU or post possible solutions if there actually are any.

Thanks.

Official Employee

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114 Messages

1 m ago

Oh, no! Thank you for bringing this to our attention through our Forums, and thank you for your patience, while awaiting our response. I understand you have been experiencing some playback issues, while trying to stream our service through your Roku device, and I can definitely imagine the inconvenience behind this. Rest assured; our Digital Care Team is here, every step of the way!

 

To get started, can you please give these steps a try, to see if this may resolve the issue? Thank you in advance, and hopefully this clears things up for us!

 

1. Delete Xfinity beta app 

 

2. Unplug power supply from Roku stick for a few minutes

 

3. Plug it back in and redownload the app

 

4. Complete authorization process with link code to your phone or computer

 

Please let me know if this made any difference, and we will be standing by.

 

jmshel

Regular Visitor

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13 Messages

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

XfinityAmir

Official Employee

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6.6K Messages

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? 

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jmshel

Regular Visitor

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13 Messages

All 3 are Version 6.2 build 1

XfinityAmir

Official Employee

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6.6K Messages

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? 

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jmshel

Regular Visitor

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13 Messages

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.

Visitor

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1 Message

1 m ago

Hi! We are having the exact same problem with our app. Only difference is we exclusively use the beta app and do not have any xfinity boxes. Therefore since the recordings are being generated from the app and not a xfinity box, ours are also unable to be viewed from the phone. We have deleted the app and redownloaded. We have done a power cycle refresh on our roku. We just got off the phone with customer service support and they did an account refresh and asked us to wait an hour to see if there is a difference. I’ll post an update soon but I think this is an app related issue. 

jmshel

Regular Visitor

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13 Messages

@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).

Visitor

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2 Messages

23 d ago

I’m having this issue too, spent many hours on the phone with technical support restarting, reinstalling, redownloading, all that stuff after I did it myself beforehand. I’ve got a tier-2 ticket open with Xfinity and I’m expecting a call back from them tomorrow. Will update if anything useful comes out of it, don’t hold your breath. 

jmshel

Regular Visitor

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13 Messages

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

Visitor

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2 Messages

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????

Official Employee

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39 Messages

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? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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2 Messages

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

Visitor

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1 Message

5 d ago

I’m also having this issue. I have one Roku and it does this to some dvr shows. It normally happens in the last 5-10 minutes. When the best part is happening. It won’t work on my iPad or my phone. I can get it to work on my xfinity cable box. Not sure why this is happening.  I also have unplugged and reinstalled. 

Visitor

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1 Message

5 d ago

I’m glad I found this thread.  I am frustrated to be going through the same issues with my Xfinity recordings through Roku.  I’ve taken all necessary steps with no result.  I hope someone on here finds a solid solution for all of us.  

Visitor

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2 Messages

5 d ago

I opened my tier-2 ticket with them 18 days ago now, still haven’t heard back. I keep wanting to call in and check, but I know I’m just going to get the run around again. I sort of gave up hope on finding a solution. It’s sad there’s so many people with this problem and they have yet to find a fix. 

XfinityBrie

Official Employee

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502 Messages

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.

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
jmshel

Regular Visitor

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13 Messages

5 d ago

@Austinhuff @Rios0706 @user_060e00 and others

I posted a reply to XfinityAmir a few days ago, but it (and other posts in that string) seem to be hidden unless you click on “View other replies” just below my post that starts, “The error occurs on all 3 (not just one) ROKU devices…” I think this link will take you to that post:

https://forums.xfinity.com/conversations/xfinity-stream-app/xfinity-stream-beta-error-tvapp00331-on-roku/617b778c24e8282ebaeed683?commentId=617e1daa24e8282ebaef8e77&replyId=619d204e50b7372953353b59

 

I am cautiously optimistic. After uninstalling/reinstalling the app followed by a system reset sent from Xfinity, the errors I mentioned in my first post have not returned. I gave it 2 weeks to see if the error popped up again and so far, so good. 

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