carla-7581's profile

New Poster

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3 Messages

Thu, Aug 29, 2019 5:00 PM

Xfinity Stream on Roku error createDrmSession.403-102

I have been using the xfinity stream app on my roku for quite sometime, however 2 days ago it no longer works and I keep getting error createDrmSession.403-102. It states that this device can only access Xfinity Stream on your in-home Xfiity Wifi, it is connected to my home wifi. I've dealt with tech support (elevated to level 3) for 3 days now, have uninstalled and reinstalled the stream app, have logged out and back in my Roku device, refreshed and reprovisioned my modem (xfinity leased modem), even unplugged both my modem and home router overnight.  We haven't changed anything at all with any of our equipment.  It worked fine Monday (8/26) morning and didn't work when we got home Monday night.  The only thing that has changed with our account should've had no effect on this.  Somehow, my mom's email/username (she lives across the street from me) got moved onto my account and we just discovered it on Monday when she tried to reset her password. We found out that it's been that way for several months, but comcast wouldn't let her reset the password until they moved it back to my dad's account.  They don't have a roku device and her username has NEVER been signed it to any of my Roku devices, so moving her username off my account shouldn't have affected anything, but I came home immediately after spending 2 hours in a comcast chat getting all of her stuff resolved, turned on my TV and got this error message when I tried to open the stream app.  My internet and ALL other apps still work perfectly and I've had no interruption in my regular "cable TV".  This morning, I started watching the stream app on my phone and it worked perfectly, but when I tried to 'cast' my phone to my Roku TV, I got the error shown in the attached photo.

~Stream error.JPG

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Accepted Solution

Comcast_Support

Official Employee

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1K Messages

2 y ago

Hi carla-7581, 

 

Thank you for sharing the details of your experience. We apologize for the inconvenience. I'd like to help by doing some troubleshooting on the backend of your account to help get this resolved. 

 

Can you please send a private message including the full name as it appears on the account and your full name if different? To send a Private Message, please click Comcast_Support” and click “send a message.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

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3 Messages

2 y ago

When I went to bed at 11pm last night, it still wasn't working, but when I got up at 6am this morning, it is magically working after being down for a week. 

Official Employee

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1K Messages

2 y ago

Thank you for keeping us updated! If you continue to experience any issues, please let us know. We're happy to help! 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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1 Message

1 y ago

I am having the same issue with Error createDrmSession.403-102.  I have been on the phone the support twice both times over 2 hours with no help.  

@CCElla 

 
@Comcast_Support 

 

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