U

Visitor

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7 Messages

Tue, Nov 16, 2021 3:13 AM

Closed

xfinity stream beta will not authorize on my Roku TV

I was watching the app on my roku tv this morning, no problems. But this afternoon, I selected it, and I there was a "Say Hello to Xfinity TV" sign in screen. I've tried to sign in multiple times. I enter the code on my computer and I get "Success! Your screen should refresh soon." The TV say it is access or something like that, then it goes right back to the sign in screen. There are no Error Codes. 

Roku TV 8406X

Philips Model 40PFL4662/F7

Software version 10.5.0 Build 4201-66

Connection Type Wireless

Signal Strength Excellent

What I have done so far...

Reset the modem (several times)

Rebooted the Router (several times)

Uninstall the Xfinity App

Factory Reset my TV

Unplugged everything, Waited 30 minutes.

Unlinked my TV from Roku

Relinked to Roku

Installed Xfinity App

Tried to authorized so many times I've lost count every time with the same results.

I spoke to 3 different technicians at Xfinity.  

The first on told me that Philips TV are not supported.

The second one told me it would be fixed in an hour and I'd get a text when it was done.

The third one told me to buy a roku stick, that the problem is not with the app.

Unhappy. 

Visitor

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4 Messages

8分前

I’m having the same exact issue. I’m using the Roku streaming stick 4k on my Philips TV

Visitor

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7 Messages

@user_d2a3f1 I had a technician at Xfinity tell me this is a known issue that they've been working on for a week. It's something that is not affecting all Roku devices. Anyway, she couldn't give me an estimate on when it would be fixed, but she did say they're working on it. Because I had done a factory reset on my tv, she said she was adding my support ticket to the accounts affected by this known issue. 

Visitor

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4 Messages

Thanks for the update. I guess I’ll wait and see if they can fix the bug. 

Visitor

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1 Message

Same problem here. It tells me to go to xfinity.com/activate from a desk top or mobile device. But it comes up page not found.

Visitor

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1 Message

Same thing, comes up as a 404 page when I go to xfinity.com/activate

Sometimes it comes up. I successfully sign in, and it starts to authorize, the boots me out and takes me to the sign-in screen on the roku xfinity app

Visitor

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4 Messages

@user_a48dc2 this did not work for me 

gwaug

Visitor

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18 Messages

8分前

See related thread for same problem at:

https://forums.xfinity.com/conversations/xfinity-stream-app/xfinity-stream-app-not-working-on-roku-ultra-returns-to-sign-in-page/6194153324e8282ebaf5bbea

Don't believe that the problem is not affecting all Roku device types (if this is what the tech meant in the response cited above). I am able to log in on (only) 1 of 5 Roku devices, but not a second device of the exact same type, as well as not on two Roku sticks and a Roku TV.  The latest "workaround" that a support tech gave me was to log into Xfinity in a browser tab, connect to Xfinity Stream there (xfinity.com/stream) and then in the same tab attempt to activate your Roku device (xfinity.com/authorize). Perhaps this works under some conditions, but it didn't work for me.

Given the number of Roku users, I think they have a fairly serious issue on their hands.

Frequent Visitor

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8 Messages

@gwaug I don't know if they fixed it or what, but just tried your solution and I have the channel back now. Thanks

gwaug

Visitor

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18 Messages

8分前

I was finally able to clear the problem (for now) on all but one of my Roku devices and (I believe) deduce the root cause of the problem-- stale login data on the Comcast servers. Definitely not stale data on the Roku devices, as factory resets/power cycles were performed.

A couple days before my "outage" my brother logged onto one Roku with his account to watch his To Go channels. Fine, no problem, when he was done I successfully logged the Roku back in with my account. Two days later, all Roku devices were logged out, with only one able to log back in. Finally (with nothing to lose) I decided to log back into his account to see what might happen. After logging out his account from the Xfinity Stream app on the Roku the problem cleared on this Roku as well as 2 others. It still persists on one last Roku, probably because somehow it is still picking up the stale login in the network. As such I am concerned that the problem may reoccur on the other devices if/when they log out again.

Independent of such workarounds, this is still a problem in the Comcast network. Every new login should be a clean one, especially after all in-home Rokus/phones/PCs have been logged out of Xfinity and then logged back in. None of these past logins should persist in the network after a new login is performed.

(edited)

Visitor

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3 Messages

@gwaug I have same issue on roku streams 3800x model.  Try to authorize and it just takes me back to authorize screen again..very frustrating 

Visitor

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8 Messages

@user_bc1262 If you get it resolved can you please post how you got it fixed?  Thanks

XfinityKorie

Official Employee

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752 Messages

Hey there, @user_bc1262. Have you tried any troubleshooting yet on your end? Uninstall/reinstall the app can help.

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
gwaug

Visitor

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18 Messages

@XfinityKorie

Please read all of the detailed problem descriptions and fix attempts submitted on this thread. Simple app uninstalls, factory resets etc. do not work! The problem is in your network or your login servers. Someone at Comcast should at least be able to acknowledge and explain the problem, if not provide an estimated fix date.

Visitor

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3 Messages

I think it is safe to say we have all tried the "potential fixes" here - this is clearly and authentication issue on xfinity side where it goes to authorize and has old cache stuck or user name and continues to put everyone in a Authorize loop.   This is completely unfair that this has not gone up to Level II or III at this point where a simple test can be done with anyone of the users here.   

Visitor

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2 Messages

7分前

Same problem here.  Unable to resolve.

Visitor

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1 Message

7分前

Same issue. I've been unable to use the streaming beta app for over a week now. Just tried to authorize it again now and it brought me back to sign in screen. So incredibly frustrating 

gwaug

Visitor

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18 Messages

@user_b9d958

Instead of responding to this ongoing issue with relevant information as to the nature of the problem and work/progress on a possible fix, multiple Xfinity customer service reps continue to offer simple, failed suggestions (such as uninstall/re-install the app) that have already been tried-- and which has been made quite clear to any rep who has taken the time to actually read the problem description on these boards.

This is not some isolated glitch with a single customer's equipment. Dozens of people on this board have complained about this problem over the past week, which means that hundreds or thousands of customers are being affected by this Roku login outage. As such Xfinity should be able to provide detailed status on this problem and its progress towards a fix. Beyond that, I can only recommend that impacted customers continue to request refunds for any days/weeks of lost service. Maybe only this will attract Comcast's attention, although I'm not even sure of that.

Visitor

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1 Message

I’m now having problem since yesterday tried all fixes called Comcast they said it’s a roku problem I call bs

gwaug

Visitor

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18 Messages

@user_3af2d8

Do not accept any explanation/excuse that this is a Roku problem-- other more informed and/or concerned Comcast service reps have acknowledged that this is a known outage in the Xfinity network. Request refunds for any days/weeks of lost service. 

Visitor

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4 Messages

@user_3af2d8 i’m having the same problem now and have been for two weeks did you ever get this fixed or anyone find a workaround for this that doesn’t involve logging in with somebody else’s username and password?

Visitor

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1 Message

Same problem here.  Suggested solutions do not work.  It seems that Comcast would rather rent you a box, than allow access through a streaming device.

Visitor

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7 Messages

7分前

Update:  I spoke to another technical support person at Xfinity. She "said" she read the notes on my account. However, she didn't seem to know that the previous tech support person told me it was a known issue that they are working on. She had me go through all the steps that I indicated in my original message. Then she proceeded to tell me that the problem is not with the Xfinity app, but with the Roku app, and that I need to contact them. I told her that I had already contacted Roku, and they said that since the issue is isolated to the Xfinity app and since none of my other apps are being affected, that the problem is with the Xfinity app. Once again, she tried to pass the problem off onto Roku.  At this point, I asked her to stop reading from a script, that I needed to talk to someone with more experience than she has, because it was obvious that she had not read the notes on my account.  She told me she would escalate my issue, (where have I heard that before???), and that someone would get back to me in 24 hours.  No one got back to me in 24 hours. The issue still exists. 

gwaug

Visitor

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18 Messages

@user_bee59c

Likewise I had one informed/honest Xfinity support rep acknowledge that this is a known problem in their network that has been ongoing for over a week. I just don't understand the lack of transparency and dissemination of information across the support system and to the customer. If I can track down information on the problem on these boards-- which is not my job-- a dedicated support person should be able to do the same, both on the boards and especially in their trouble-tracking system.

Frequent Visitor

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8 Messages

This is how I got mine back.

1st. Make sure you are on the same Xfinity connection. Roku and computer.

Open your browser and go to Xfinity dot com,  click on the TV icon on the top bar. (Xfinity Stream) Now you should be on the Xfinity Stream page. Leave it open.

2nd. Open your Xfinity Steam Beta App on your Roku and try signing in and following instructions for code etc. Do this on another tab in your browser. 

I hope it works for you.

New Poster

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2 Messages

Great Suggestion--But it didn't work for me....

xfinity FIX THIS ISSUE!!

Official Employee

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307 Messages

Thank you for your reply, @Davidjoeb. We are still working on a solution for this issue. Once we have the solution, we will make sure to provide it to our customers so that it gets resolved. We do have our engineers working on this issue. We truly appreciate your patience. 

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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3 Messages

Seriously how hard can this be to fix - it has been at least 10 days now - I would think for us Roku users not be able to use the App that Comcast supplies for us to watch local channels we should be getting a discount on our bills - several xfinity techs have chimed in on this thread so it should be logged in the system as high if not critical issue since it is happening to multiple folks.

Where is the urgency in finding a resolution in this issue.   

Visitor

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1 Message

7分前

Same issue but none of the workarounds actually work - any update from anyone?

gwaug

Visitor

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18 Messages

@user_37ce61

Status from Comcast as of yesterday: "Known problem, engineers still working on it" (this is at least Day 10 with this problem). Request a refund for any days/weeks of lost service. 

Visitor

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4 Messages

I’ve just tried again tonight to login. No luck still. 

Official Employee

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627 Messages

Hey @user_d2a3f1! I haven't come across any known issue that is related to what you are going through. Can you direct message us your name and address, please? Make sure you are signed in with your Xfinity credentials.

  1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
  2. Click the "New message" (pencil and paper) icon
  3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
  4. Type your message in the text area near the bottom of the window
  5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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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1 Message

I have a smart TVs. I am not using roku 

I have two TVs. The older one has roku. It is working with Xfinity. My smart TVs is not working with Xfinity. 

Official Employee

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593 Messages

Greetings, @user_2131bb! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your streaming app, but you have definitely come to the right place for assistance.

 

You mentioned one of your smart TVs (the one having issues) is not a RoKu. I'm assuming it still has the Xfinity Stream app loaded on it, correct? Are you getting the same "Could not authorize" error, or is it doing something different?

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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7 Messages

7分前

As the OP, I find it interesting that people who have responded saying they have the same issue have received responses from Xfinity technicians, but not one Xfinity employee has responded to my original post. I'm still experiencing the same issue on my Roku TV. 

XfinityRay

Official Employee

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696 Messages

Hello, @user_bee59c. We appreciate this thread that you created and are extremely sorry that none of us replied to your message. That should not have happened and we thank you for bringing that to our attention. I am still seeing this issue is being worked on by our Engineers. I do not see a fix at this time but we are actively working to get this resolved. 

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

I am having the same issue. Could you please provide an update. We pay an insane amount for xfinity at two different houses and now we are down a tv because the beta app won’t work. Any help is appreciated. Login with number code for phone and get kicked back to the login screen over and over again. Have literally tried everything! 

Visitor

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7 Messages

@XfinityRay It has been 17 days since you responded to me (OP), and this issue still isn't resolved.  When will this be fixed?????? 

Visitor

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4 Messages

@XfinityRay any workaround yet? Have you guys got another ETA what’s the deal

Official Employee

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261 Messages

@user_22fc47 Good afternoon! Thank you for reaching out to our Communities Forums Teams! I'm sorry to hear you are running into some issues with your Xfinity Beta App. I would be happy to take a closer look and get you in the right direction for getting the issue resolved. Can you please Direct Message your name, the service address, and the User ID you are using? 

 

 

To send a "Peer to peer" 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

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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1 Message

7分前

I am having the same issue. Could you please provide an update?  now we are down a tv because the beta app won’t work. Any help is appreciated. Log in with the number code and get kicked back to the login screen over and over again. 

Visitor

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2 Messages

7分前

Still not working. I’m convinced Xfinity is doing this on purpose to make us use another box of theirs. This is beyond ridiculous. 

Official Employee

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292 Messages

Thank you for the feedback and sorry to hear this is not working for you still.

 

If you could please send me a [Modmail message](https://comca.st/3F8f1s9) with your full name and full address. I'd be more than happy to look into this for you.

 

Forums instructions for sending

Could you please send our team a direct message with your full name and full address?

 

To send a "Peer to peer" 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

 

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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1 Message

I am also having this problem.  It started a few days ago.  I have 2 Roku devices.  One worked for a couple days after the first stopped.  Neither work now.  I get stuck in the login loop.  Is there is fix yet?  

Official Employee

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248 Messages

Hello, @user_a5e0c4. Thank you for letting us know you're also experiencing this issue with your Roku devices. We are working on a resolution and we very much apricate your patience during this time. In the meantime can you try this work around to see if it helps? 

 

Rename your casting device on it's supported app so that it is listed first. For example, try putting "AA" in front of the device name in the set up page on the device you want to stream on. Then, see if it's recognized and if you're able to stream. 

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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7 Messages

@XfinityThomasA The device I want to stream on is a ROKU TV.  It is not a casting device, so I'm not sure what you are telling us to do.  There is not a separate casting device.  

Official Employee

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244 Messages

Hi, @user_bee59c. I apologize for the Xfinity Stream App issues you are having on your Roku device. This is definitely a unique case because our app does work on most Roku devices, however, there are some people that have issues also, as you mentioned. I do not see on my end that there is a known issue with Roku devices, but if something has not been reported yet, our engineers will fix it on our end. Furthermore, you may need to use a different Roku device. I am sorry for this inconvenience. 

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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1 Message

7分前

i have 2 Roku devices and both don't work, but had bought a new device for my 4k tv and was able to log into that one.  so looks like xfinity wants to get you to purchase new devices (Roku, fire tv) to get it to work or get there equipment

Visitor

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2 Messages

7分前

Xfinity simply wants you to buy their wifi box. It's all about greed/money.

Visitor

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2 Messages

7分前

Xfinity simply wants you to buy their wifi box. It's all about greed/money.

Visitor

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1 Message

7分前

I am having the same issue with Roku Express.  I had 2 that worked fine, bought my own modem to save the 14.00 a month, and it worked fine on Saturday, then Sunday morning I could not get one to sign in to xfinity stream.  One works fine.  Have done everything they said and no luck.  Quite frustrating .  

Official Employee

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307 Messages

Hey there, @user_1e0ebc. Thank you for your comment on this post. While we do know it is an issue that has affected multiple customers, and we are still working on the issue, we are still opening tickets and troubleshooting as the issue may be different for each customer. Please send us a direct message by clicking on the chat icon on the top right corner of the page. 

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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1 Message

7分前

I have a Roku tv and I am haven’t Trouble connecting to X Finity I did everything and it  did not work  I did so many  code and 

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