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user_7jhxnp
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Sunday, July 19th, 2026 4:43 PM

Problem with Movie in Xfinity Stream App on Roku

I'm trying to watch the film "Ruby in Paradise" through the Xfinity stream app on my Roku, and all it has is a check mark. If I access the app through a web browser, I see an option to play the film. Is this something that can be fixed? Thank you for your time.

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20 days ago

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XfinityJamesC

Official Employee

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3.1K Messages

22 days ago

Greetings, @user_7jhxnp! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues playing this title on your Roku, but you have definitely come to the right place for assistance.

 

Can you tell me a little more about what's happening? You mentioned there was a check mark. Was this in place of where the "Play" button should be, or is it somewhere else on the description page? If you can post a picture of your Roku screen, so we could see what you are seeing, that would be extremely helpful. Have you seen this same checkmark on any other titles from Showtime, or from any other channels, or does it only appear on "Ruby In Paradise"? You mentioned the mobile app and web browser are giving you the option to play the film. Can you play and watch the movie in its entirety without any issues on these other platforms?

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user_7jhxnp

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10 Messages

Here's what it looks like. Also, when I tried playing it from a web browser, a non-related comedy special played (runtime 55 minutes), and not this film.

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22 days ago

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XfinityThomasA

Official Employee

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3.7K Messages

 

user_7jhxnp - Thank you for sharing that with us. I know how frustrating it can be when you're running into service or connectivity issues, but we'll do our best to help get things back on track.

When you have a moment, could you please try the following troubleshooting steps?

Sign in to the Xfinity interruptions Map to see if there are any known service interruptions affecting your area.
Completely sign out of the app, clear the app's cache, or uninstall and reinstall the app if you're using a smart TV or streaming device. Then sign back in using your primary Xfinity ID.
If you're at home, make sure your device is connected to your private in-home Xfinity WiFi network and not a public "xfinitywifi" hotspot.
If you're using a VPN, proxy server, or Apple's iCloud Private Relay in a web browser, try temporarily disabling those services, as they can sometimes prevent your device from verifying your in-home connection.

Please let us know the results after trying these steps. Our team is here to help and will continue working with you until we get this resolved.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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22 days ago

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user_7jhxnp

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I uninstalled, rebooted, and reinstalled the app, and it still looks the same.

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21 days ago

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XfinityJeffB

Official Employee

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544 Messages

That would be the first step we would recommend. Have you also checked that your Roku is on the newest firmware/software version?

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 as Best Answer.tick

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21 days ago

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user_7jhxnp

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10 Messages

I have - it's using the latest update.

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20 days ago

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