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Visitor

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2 Messages

Sun, Aug 21, 2022 10:15 PM

App error TVAPP-00287 on Roku

I haven't been able to find ANY reference online to this app error. You would think Xfinity would have it in their list or search. Yes, it's TVAPP-00287 .

As with many other error codes, it says "Video cannot be played." This started happening off and on a few months ago. I noticed that the app updated on a few devices from the black icon with white letters to a purple icon. I figured they must have fixed the problem with an update as it's working with the update on at least one tv.  However, it completely stopped working on another (different brand) once you try to select anything whether from the guide or Saved and such. It buffers for a long time then gives this message here and video error. It's ALWAYS  TV-APP-00287. 

Then, it wouldn't work on a Roku Ultra attached to a different tv. This one had been having problems off and on also.

I went so far as to not just restart the Hisense Roku tv but also remove the app then restart. After relinking the account, the problem is still the same. I am considering Factory Reset on the Hisense Roku TV.  HOWEVER, since removing/installing the app affects all Roku devices, it reinstalled on the Roku Ultra attached to a different tv.  That one has the same problem now. I DID factory reset the Ultra, reinstalled the app as happens once the account is linked, and tried again. THE SAME ERROR appears when I actually try to watch something on the Xfinity app.  It is now USELESS for Xfinity.   I don't know how it has continued to work on yet another device (TCL Roku tv) that streams through the app. It sometimes has the problem. Typically, a restart fixes it as it mostly did on the other devices prior to the app update.

I have another Ultra device I'm reluctant to turn on and try as well as an already slow Roku streamer.

NOTE: the Roku tv and Ultra device do work with every other app. Streaming on those isn't a problem, and my wifi connection is Excellent.

CAN ANYONE HELP ME?  I have no use for Xfinity tv if this is their modus operandi.

Official Employee

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266 Messages

1 m ago

Hi @user_1cf731, thank you for thinking of the Xfinity Forums for help with the app error. I'm sorry to see that's happening! I'm a big movie and tv show fan and would be annoyed with this myself. It sounds like you've done some great troubleshooting steps so far, but I would recommend trying to factory reset as well. Were you able to check this step?

Visitor

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4 Messages

@XfinityCassandra​ I tried this and it did not work.

New Poster

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3 Messages

@XfinityCassandra​ I'm having the same exact issue.  I can't keep resetting my modem and Roku over this because my son works remotely, and this kicks him offline. I keep getting this error TVAPP-00287 no matter what I do.  It's doing it 20 times a day.  My streaming on virtually every other app works fine, my internet speed is fast.  What is the problem?

Official Employee

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143 Messages

@Izadorra  Are you still having the same issue? If you are, Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "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

 

See https://comca.st/3KQF8q9 for an example.

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

24 d ago

Did you ever find a solution?
I have the same error!

Visitor

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1 Message

24 d ago

I tried doing a factory reset. It didn’t work. 

Visitor

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1 Message

24 d ago

Just got this error tonight while trying to watch baseball on BSN, but can watch other things. Just started happening out of nowhere today. Same issue with same channel on 5 Rokus, 2 smart TVs and my phone.

XfinityChe

Official Employee

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6.5K Messages

Hello @user_944168, and thank you for letting us know you're having issues. I wanted to check in with you to see if this has been resolved on your end yet? 

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

Just got the same error message tvapp00287… all other application working on ruko tv. And updates on how to fix?

Official Employee

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114 Messages

Good morning @dgfgfhgh We appreciate you reaching out to bring this error to our attention. I'd like to work on fixing this right away. Can you please send our team a direct message with your full name and full address?

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

 

Click the "New message" (pencil and paper) icon

 

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 

 - An "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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4 Messages

@XfinityChe​ I am having the same issue for days now what is the aolution?

Visitor

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1 Message

24 d ago

Having the same issue. Very disappointed in Roku xfinity streaming. Please remedy.

Visitor

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2 Messages

21 d ago

Just got the same error message tvapp00287… all other application working on ruko tv. And updates on how to fix?

Visitor

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2 Messages

@dgfgfhgh​  restart your cabel or internet modem.. should resolve the problem

Visitor

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2 Messages

19 d ago

Fixed... restart your xfinity modem or internet modem 

Visitor

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2 Messages

15 d ago

Since I posted, it magically began working again. I don't know if Xfinity updated the app again or not.  It's version 6.8 build 0 now.  Those tv's that had been working (again, wifi app was the only problem on Roku's), stopped. But then suddenly days later they worked.  I have no idea the resolution. I never restarted my router before they started working again.

I can only tell you that I haven't had an error in at least a week now.

Visitor

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1 Message

14 d ago

Restarted router and did a factory reset and it still isn’t working

Visitor

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4 Messages

11 d ago

The technician I had out the other day had said that xfinity did some updates and it is messing up other things.  My roku apps are still not working and I reset modem and reset factory settings and it still does not work but Netflix and prime work.

XfinityEva

Official Employee

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479 Messages

@user_49e5a5 @user_31e263

If you are still having issues with this error on Roku after troubleshooting please send us a direct message with your name and service address for further assistance.  

 

  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon or https://comca.st/3kajO4e
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
  •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
  •  - An "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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2 Messages

7 d ago

Comcast Xfinity simply wants customers to get their boxes. Simple, ugly, backhanded way of doing business

Visitor

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2 Messages

7 d ago

Xfinity does business in an underhanded way. They want customers to rent their boxes, they just don’t come out and say it. Roku streaming suddenly stops working, hmm…wonder why

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