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user_1cf731
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5 Messages

Sunday, August 21st, 2022 10:15 PM

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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.

Question

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Updated 

2 years ago

13.6K

54

user_a16276

Visitor

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2 Messages

2 years ago

Same just happened to me how do you fix this problem? 

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user_a16276

Visitor

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2 Messages

@user_a16276​ I’ve reset my modem already trying to finish watching the football game anyone that can help?

2 years ago

0

user_d4a313

Visitor

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4 Messages

@user_a16276​ watch on peacock app

2 years ago

0

user_e834d4

Visitor

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2 Messages

2 years ago

All, I went to the settings button, logged out. Then logged back in, and it is working. May be worth a try if you still can't get in. 

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user_9bae9d

Visitor

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1 Message

@user_e834d4​ I just tried and that didn’t work. So frustrating

2 years ago

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user_cdd77d

Visitor

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2 Messages

@user_e834d4​ That did not work for me.

2 years ago

0

CCAbbie

Problem Solver

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1.4K Messages

@user_9bae9d Sorry to hear that didn't work. If you are still having issues, can you please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

I no longer work for Comcast.

2 years ago

0

user_6f9d15

Visitor

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4 Messages

2 years ago

The message appears on one channel, i move to another and it appears again I exit the app pick a channel and can watch the show but when I go back to the channel where the error started the error returns and the app is unusable until I exit. This is so ridiculous and not the first time some error has made the app un-useable. Last time I spent 4 days without service while customer service kept telling me to restart my devices or factory reset the roku. None of that worked cuz it was an app issue not a roku nor internet issue.

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XfinityThomasC

Official Employee

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2.5K Messages

Hello @user_6f9da5! Could you please send our team a direct message with your full name and full address? To send a "Peer to peer" ("Private") message:

  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

2 years ago

0

user_1aaf29

Visitor

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2 Messages

2 years ago

Me too.  What’s the fix?

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user_14eea5

Visitor

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5 Messages

@user_1aaf29​ download NBC app to watch the game. This is happening to a lot of people including myself.

 

 

 

2 years ago

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user_64e188

Visitor

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3 Messages

2 years ago

Same issue. Pay $200 a month and cant watch tv. Xfinity is a rip off. Bout to cancel it

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user_64e188

Visitor

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3 Messages

2 years ago

Same issue any luck fixing the problem

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user_14eea5

Visitor

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5 Messages

@user_64e188​ download NBC app until they fix it

2 years ago

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gsjacksontum

Visitor

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1 Message

So it isn't just me having issues on roku.  Wanted to watch tv on app but same error.   

2 years ago

0

user_1aaf29

Visitor

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2 Messages

NBC app works.  Thnx. 

2 years ago

0

GSLady87

Visitor

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2 Messages

Did this, thanks for the tip! 

2 years ago

0

XfinityAngie

Official Employee

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1.8K Messages

@gsjacksontum, We would be happy to assist you. Let us know if you are still having issues. 

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

2 years ago

0

user_3e039d

Visitor

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4 Messages

2 years ago

I'm getting the same message when trying to watch SNF. All other channels work fine so it's a problem with the stream not equipment or subscription. 

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user_d4a313

Visitor

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4 Messages

@user_3e039d​ watch on peacock app

2 years ago

0

user_3e039d

Visitor

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4 Messages

It doesn't appear you can view through peacock with xfinity subscription and I'm not going to buy a subscription just because xfinity [Edited: "Language"]. 

(edited)

2 years ago

0

CCShaina

Problem Solver

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393 Messages

@user_3e039d Thank you for reaching out to us here at the Xfinity Community Forums regarding your issues with TV App-00287 error. Have you continued to experience the issue on any other channels or programs since your posting?

I no longer work for Comcast.

2 years ago

0

user_d4a313

Visitor

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4 Messages

2 years ago

Watch NFL on peacock, Xfinity app not working 

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user_3e039d

Visitor

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4 Messages

2 years ago

I'm getting the same message while trying to watch SNF. Every other channel works fine so it definitely not equipment or subscription. What is the fix for this?

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user_d4a313

Visitor

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4 Messages

@user_3e039d​ peacock app

2 years ago

0

TheKnight2067

Visitor

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3 Messages

2 years ago

I downloaded the NBC app and watching SNF works. 
there is no fix and it seems to be 100  % xfinity issue 

maybe they didn’t pay NBC royalties

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XfinityRoberto

Official Employee

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1.7K Messages

Hi there, I am sorry to hear that you had troubles watching the game on Sunday. Were you receiving an error message or error code when trying to watch the game? 

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

2 years ago

0

biglyintexas

Visitor

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3 Messages

2 years ago

Same here. it started the error when watching NBC Sunday night football.

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biglyintexas

Visitor

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3 Messages

2 years ago

The error just popped up for me too watching NBC Sunday Night Football

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Suhly

Visitor

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1 Message

2 years ago

Same. It's only Xfinity stream. Both Roku and PC app. Everything else works, speeds are 500mb plus, all other streams work on Roku. I too went to Peacock and am watching the game there now.

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user_9f59f0

Visitor

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2 Messages

2 years ago

Waiting on customer service now. The fix is to sign up for Hulu live and get rid of them

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Santo426

Visitor

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2 Messages

2 years ago

Happened here too... and the app on 1 of the TVs stopped completely.  I deleted and reinstalled.  It deleted and reinstalled on all TVs.  I had to sign in with code on 4 TVs!, and the Xfinity app still doesn't work.

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