Visitor
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8 Messages
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.
XfinityRoberto
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?
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user_6eda0a
Visitor
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8 Messages
3 years ago
19 days and your app still freezes. What troubleshooting are you doing?
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user_1083e3
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.
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user_0605a1
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.
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user_1083e3
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.
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Gert0517
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
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