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jmshel
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15 Messages

Friday, October 29th, 2021 4:24 AM

Closed

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.

Question

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Updated 

3 years ago

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CCTyler1

Problem Solver

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409 Messages

3 years 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.

 

10

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user_04acaa

Visitor

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1 Message

3 years 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. 

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jmshel

Regular Visitor

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15 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).

3 years ago

0

AustinH

Visitor

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3 Messages

3 years 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. 

4

jmshel

Regular Visitor

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15 Messages

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

3 years ago

0

BSweet1

Visitor

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4 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????

3 years ago

0

XfinityDilary

Official Employee

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1.8K 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.
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

3 years ago

0

BSweet1

Visitor

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4 Messages

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

3 years ago

0

user_060e00

Visitor

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1 Message

3 years 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. 

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user_feaa4b

Visitor

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1 Message

@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 

3 years ago

0

Rios0706

Visitor

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1 Message

3 years 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.  

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AustinH

Visitor

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3 Messages

3 years 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. 

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XfinityBrie

Administrator

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665 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

3 years ago

0

BSweet1

Visitor

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4 Messages

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

3 years ago

0

jmshel

Regular Visitor

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15 Messages

3 years 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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Eatalot

New Poster

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3 Messages

3 years ago

Have been having same issue for months.  Calling technical support does nothing.  Having xfinity techs out, also does nothing.  
Just reinstalled app again, now error message tvapp-00231.  It change day to day.

FIX THIS APP.  Time to cut the cord.

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Eatalot

New Poster

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3 Messages

3 years ago

Finally fixed!  You need a better wifi connection.  Got an Eero mesh system to get better connection, and voila, finally working after months of wasted phone calls to Xfinity.

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jmshel

Regular Visitor

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15 Messages

@Eatalot - good to hear that worked for you.

3 years ago

0

BSweet1

Visitor

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4 Messages

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 

3 years ago

0

CCAshley1

Official Employee

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746 Messages

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.

I no longer work for Comcast.

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

3 years ago

0

timberline

Contributor

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31 Messages

3 years ago

We are getting the same problem here as the oringinal post.

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user_3f0874

Visitor

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1 Message

3 years ago

Having the same exact issue on tcl roku tv. Frustrating!! Hope this gets fixed soon!!

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CCJimmy

Problem Solver

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492 Messages

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

 

I no longer work for Comcast.

3 years ago

0

Rd1231

Visitor

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1 Message

3 years ago

I am having a similar issue. I have added and deleted and reactivated the beta app in my Roku. I am able to see my recordings and the live tV channels but none of them will load. Each time I get the Error:TVAPP-0331. I need help!

1

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XfinityThomasD

Official Employee

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998 Messages

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. 

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

3 years ago

0

Trendzy6891

Visitor

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1 Message

3 years ago

We all are living in the same Roku Xfinity Beta app hell. I get TVAPP-00306. It keeps lagging 10-20 mins into a show, where the audio is delayed. Then when you try to go out and come back to it, it won’t let you watch it. “Try again later”. I’m over it. 

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XfinityRay

Official Employee

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2.3K Messages

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

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

3 years ago

0

user_da2239

Visitor

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3 Messages

3 years ago

What is the reason Xfinity hasn't released an update for the Roku Xfinity Beta app to fix this error we are all getting? This was reportedin October. Currently happening to me. Deleting the app etc. does not fix it.

1

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AustinH

Visitor

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3 Messages

@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. 

3 years ago

0

user_da2239

Visitor

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3 Messages

3 years ago

@XfinityRay I sent a direct message to Xfinity support as directed above 24 hours ago providing my name and address. When can I expect to receive assistance?

(edited)

1

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XfinityJamesC

Official Employee

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1.8K Messages

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.

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

3 years ago

0

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