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Visitor

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8 Messages

Monday, June 6th, 2022 4:20 AM

Closed

Fire stick crashes in channel guide

The fire stick crashes in the channel guide when I scroll down. It will get about 15 channels down then freeze and crash returning back to the fire stick menu. I have restarted the app, I have uninstalled and reinstalled the app, and I did a factory reset to the fire stick and re-downloaded the app. Same issue every time and the single point of failure as this has also happened on my other fire stick. 

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Official Employee

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1.8K Messages

3 years ago

Hi there @user_6eda0a, thank you so much for reaching out to us about the troubles you are having with our Xfinity Stream App on the Fire Stick. Are you seeing the same issue with other devices? 

Visitor

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8 Messages

@XfinityRoberto​ as stated above I am seeing this on all of my fire sticks. 

Contributor

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242 Messages

We want to see if this issue is only happening on the Fire stick. Do you happen to have the Stream app on a mobile phone or tablet?

I no longer work for Comcast.

Visitor

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8 Messages

Only on the fire stick. Works on iOS devices. 

Official Employee

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2.2K Messages

Thank you for your reply. Can you try removing the power cable going into the Firestick for about 2-minutes and then plug it back in? 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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8 Messages

Did that in original troubleshooting and did it again. Still same issue. I have a video to show you it stopping and crashing when scrolling through the channel guide but of course I can’t upload it to this forum…. 

it is demonstrated to be an issue with your program and not the fire stick as all of the other programs on it work just fine without issue.  

let me know when u have a fix. 

Visitor

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8 Messages

3 years ago

19 days and your app still freezes. What troubleshooting are you doing? 

Official Employee

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352 Messages

So sorry this has been so frustrating for you. Have you by chance made sure that the firmware and software is up to date on your Firestick? 

I no longer work for Comcast.

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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11 Messages

3 years ago

Yes, it is frustrating and this isn't the only thread discussing the problem. All Firestick and FireTV firmware is up to date. Unplugged, cleared cache, uninstalled/reinstalled, nothing will allow me to scroll more than a few channels before it locks up, the Firestick/FireTV reboots, I start the app again and the same happens. Always fails at the same point, for me it's 6 channels into the guide and lock up happens. Wifi signal is very strong on all devices, it's clearly an Xfinity app issue as every other app installed on my Firestick/FireTV works perfectly fine.

Visitor

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1 Message

3 years ago

Do we have an answer to this issue?  Mine keeps freezing and crashing at ch 97. All tvs. Please advise. 

Visitor

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11 Messages

3 years ago

Hello??  Nothing has changed, will still lock up when scrolling through channel guide on stream app. Does it if I select All channels, favorite channels or TVGO channels. Can only get partially down the channel list and then it will lock up. I've even moved super slow through the channels, like selecting one channel per second and there's a point you reach and it just stops moving. Sometimes you can get though 8, 12, 15 channels or some other quantity, just can't get through the list to what you want. You can't even select the channel it got stuck on, it's just non-responsive. Firestick/Fire TV then reboots and it's back to the Stream app again only to end up in the same loop. I will say, once in a while (like 20% of the time) it will work, I can't understand why it won't work all the time. I've gone to using the voice remote on my Firestick/TV otherwise I could never watch the channels I want to, but it makes the entire process so cumbersome. All firmware up to date, uninstalled/reinstalled app a number of times, super strong wifi connection, cleared cache, rebooted Firestick/TV and more. Appears to be just an issue with FireTV products, no freezing on my IOS phone or tablet. I have 3 generations of Firesticks and one FireTV, the same on all. One more month left on my contract , not sure I want to do it, but will probably be time to move to YoutubeTV or similar. Paying for an unwatchable service just doesn't make sense.

Problem Solver

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735 Messages

Good afternoon! Thank you for letting us know this is happening and that you have had this concern. Posting the steps, you have tried helps a lot, and it does seem like this is specific to your Firestick. Lets quickly make sure the model(s) are supported. I know you have 3 generations. Can you tell me what they are, please?

 

I no longer work for Comcast. 

Visitor

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8 Messages

Mine is 3rd generation and yes still having the same problem. Going on 2 months now!!!

I am the original thread starter.

(edited)

Official Employee

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2.3K Messages

@user_6eda0a thank you so much for your post for help with your Xfinity stream app Beta on your Roku freezing. Thank you for including those troubleshooting steps you have already taken as well! I would love to run through some additional checks on my end for you! 

 If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

Here are the detailed steps to direct message us: • Click "Sign In" if necessary • Click the "Peer to peer chat" icon (upper right corner of this page) • Click the "New message" (pencil and paper) icon • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list • Type your message in the text area near the bottom of the window • Press Enter to send your message

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

New Poster

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3 Messages

3 years ago

I can’t even get the guide to work on my fire tvs. I have to open the app on my phone, search what I want to watch. Hit the search button on the app on fire tv and key in the station. Been this way since the second week I got firestck, right after prime day 2022

Official Employee

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800 Messages

Yikes, I'm sorry to hear this @Gert0517

 

Did the guide ever work on your Firestick, ie: is this a new issue? If so, when did it start? And have you ensured that your setup meets the eligibility requirements, just in case? 

I no longer work for Comcast.

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
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