fmurphy6's profile

New Poster

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2 Messages

Sun, May 31, 2020 2:00 PM

Closed

Error player.3321.1107296356 On Google Chrome and Edge - Can't play videos?

Error message

 

"Video cannot  be played. We've run into a problem while streaming....(insert episode name). Error player.3321.1107296356"

 

Second day of getting this error. Using Chrome browser. Tried Explorer/Edge but it didn't help. How can I fix this? I am using a laptop computer to watch Xfinity stream website. 

 

Thanks in advance.

Official Employee

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196 Messages

2 y ago

Hi @fmurphy6 thank you for reaching out ot us on Xfinity Forum and thanks for providing the details. The error you encountered may be fixable by resetting the Flash licenses on your machine. Please refer to the following support article page for instructions: https://www.xfinity.com/support/articles/xtv-website-xtvgo-errorcode-3321. Please don't hesitate to reach out back to us if you need additional assistance.

New Poster

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4 Messages

2 y ago

I have been having the same problem across all platforms for the past week. Can't watch DVR recordings on Roku, Android, Apple of my PC. I have adjusted all of my settings, Flash Player and such , still no luck. Your tech team could not figure it out either and unfortunately i am not home when advanced Techs call.

Official Employee

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196 Messages

2 y ago

Hi @Stugin0461 Thank you reaching out to us. Are you seeing specifically 3321.1107296356 error on all your devices (Roku, Android, Apple, PC) when you watch Recordings?  

New Poster

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4 Messages

2 y ago

In my PC it only says “ Unable to Retrieve Recordings. On my Roku it says error code getRecordings.500.

New Poster

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4 Messages

2 y ago

An error screen showing no videos to stream.

Official Employee

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196 Messages

2 y ago

thank you, @Stugin0461 on your PC, did you see "Unable to Retrieve Recordings" as a playback error (after you clicked on a video to play)? Or is it an error screen showing zero recordings to play?

Official Employee

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196 Messages

2 y ago

@Stugin0461 thanks for providing the information. Sorry for this inconvenient experience. We have filed a ticket for this issue and will respond to you as soon as it is resolved.

Official Employee

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196 Messages

2 y ago

@Stugin0461 We have reached out to the proper teams to troubleshoot this issue. It is likely due to recordings being set from your Set-top-box by selecting a channel instead of a program/listing. A ticket has been filed, and we hope to fix this in an upcoming release.
To avoid this issue in the meantime, please set future recordings from Stream app (or from your set-top-box but by picking a program/listing instead of a channel).
(Just to confirm, are you able to play any recordings on your TV?)

New Poster

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4 Messages

2 y ago

Yes I can watch on my box all recordings. We record by program not network or channel. The problem is on your back end as I have spoken to at least 5 different people at Comcast. Look on my account and read the notes on everything that has been done already . Maybe you have a better idea of what’s wrong.

Official Employee

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196 Messages

2 y ago

@Stugin0461 Thank you for clarifying that. Sorry for the inconvenient experience. This information has been added to the issue ticket, and we hope to fix it in the upcoming release soon. We will respond back once this is fixed.

New Poster

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2 Messages

2 y ago

I have tried to follow directions for chrome but "content licenses" is not an option. Options are...

 

Basic: browsing history, cookies and other site data, cached images and files

Advanced:browsing history, cookies and other site data, cached images and files, passwords and other sign in  data, autofill form data, site settings, hosted app data

 

 

Official Employee

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196 Messages

2 y ago

Hi @fmurphy6 - have you tried the first option instead? kindly refer to the "Within Adobe Flash Player" section on https://www.xfinity.com/support/articles/xtv-website-xtvgo-errorcode-3321

Official Employee

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196 Messages

2 y ago

Hi @Stugin0461, we'd like to follow up on the "Unable to Retrieve Recordings" and "getRecordings.500." issue - could you please confirm on Stream app, whether you are now able to see any recordings, or still seeing "Unable to retrieve recordings" error screen, or empty page without error? thank you

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