NormAtHome's profile

Regular Contributor

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442 Messages

Tue, Feb 5, 2019 6:00 AM

Various errors while watching streaming episodes?

It's not to say that these problems haven't happened sporadically but the last week I'm lucky if I can watch a single show without a problem. Last night after three or four tries I finally managed to get through the 4th episode of True Detective Season 3 Episode 4. But so far today I've had to start watching yesterdays episode of Manifest 3 times from the beginning, at first I was getting "This video cannot be played Error Player, vodStreamheartbeat.400"; I power cycled all my equipment and rebooted my computer and was able to get a little more than halfway through when I now get a message something like "This video may no longer be available".

 

Everytime something goes wrong I end up having to watch the show from the beginning; does anyone have an idea what's going on and how to fix it?

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Responses

NormAtHome

Regular Contributor

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442 Messages

2 y ago

Also, now I'm trying to watch Manifest and every few minutes it keeps getting stuck for 30 seconds to a minute before starting again. Also otherwise internet appears to be working fine.

 

And now "Well that didn't go as planned..." and "We're having trouble playing this recording. We checked for this program On Demand but, unfortunately, it is not available. Please try watching another program."

New Poster

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3 Messages

2 y ago

Same here while streaming on a Samsung Galaxy Tab E, especially the feezing part. It's happened in the past but for the last few days it's all the time.
Rustyben

Expert

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24K Messages

2 y ago


@cbrox20 wrote:
Same here while streaming on a Samsung Galaxy Tab E, especially the feezing part. It's happened in the past but for the last few days it's all the time.

if moving closer to the router does not cure the issue, use the square button to select and close all apps. now try to stream. better? if not, power down the galaxy completely (this is not just locking the phone). then restart the galaxy and try the app without running any other apps.

New Poster

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3 Messages

2 y ago

Yeah, I've tried that. Totally shut down and rebooted, not just a restart. I also uninstalled and reinstalled the Xfinity Stream app.

Interestingly, I can stream without issue on my Samsung J7 phone. So it's either an issue with my tablet or the app is now incompatible with it. Wondering if they released a newer version t HDat introduced this problem since it was 97% working until about a week ago.

New Poster

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3 Messages

2 y ago

Samsung Galaxy Tab E

Yes using the same password as phone.

I'm going to try streaming from another source on the tablet. If I encounter the same issues that should tell me it's a problem with the device.

Process of elimination
ComcastKenF

Official Employee

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8K Messages

2 y ago

 

NormAtHome, what device are you streaming on? What operating system?  Android OS versions 4.0, 4.1, 4.2 and 4.3 are no longer supported. You will still be able to use the Xfinity Stream app, but you will not be able to update to the latest app version without Android OS version 4.4.

 

 

NormAtHome

Regular Contributor

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442 Messages

2 y ago

Ken:

 

My device is a regular desktop computer running Windows 8.1, connected to my router by ethernet and I'm using Google Chrome as my browser. This problem was incredibly annoying for about a week; it peaked the day of the supoerbowl and continued for three or four days and then it slowly seemed to fix itself and become less frequent. As of now it seems to corrected.

Official Employee

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2.5K Messages

2 y ago

So frustrating! We appreciate you being patient and posting any progress/updates/confirmations. I will keep this thread open for at least another week, please let us know if you notice continued issues with the stream service going forward.

NormAtHome

Regular Contributor

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442 Messages

2 y ago

I had this happen again, here are some screen shots:

Screen Shot 03-09-19 at 08.42 AM.JPGScreen Shot 03-09-19 at 08.42 AM 001.JPG

 

What is causing this and how to I get it to stop?

ComcastKenF

Official Employee

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8K Messages

2 y ago

Hmm, NormAtHome,  I'm not familiar with the heartbeat error. Have you tried logging into the stream site while incognito? Do you get the same error? 

 

KenF

Rustyben

Expert

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24K Messages

2 y ago

heartbeat is typically security checks run on streaming sessions to ensure nothing has changed (for example changing from one wifi SSID to another (have to verify still xfinity in home).   VPN connections will commonly fail repeatedly. 

Official Employee

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2.5K Messages

2 y ago

Hi, NormAtHome. Do you know if the problem continues when you connect over ethernet directly from your device to the modem, instead of from your device to the router? Does that change anything for you? From past experience, we see in-home checks can fail and errors similar to this tend to occur when there is another device factored in. 

Official Employee

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2.5K Messages

2 y ago

I ended up not hearing back you on this NormAtHome, so I have completed the interaction. Please feel free to send me a PM if needed, in regards to this issue and if it continues.

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