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user_l806bo
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5 Messages

Wednesday, June 19th, 2024 5:28 PM

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Xfinity stream app on Amazon fire tablet

Every time I open the app on my Amazon fire tablet, the purple logo screen flashes, then goes black and is unresponsive.

I have cleared storage and cache, forced stop, uninstalled/reinstalled, and reset the tablet to factory settings.

Both the app and tablet are the most recent updates (version 8 for both)

nothing has worked

Question

 • 

Updated 

5 months ago

1.2K

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user_9719fa

Visitor

 • 

10 Messages

6 months ago

Same thing happening with my husbands fire tablet last night but mine is working fine. We can’t figure out how to resolve 

1

catluver

New Poster

 • 

19 Messages

@user_9719fa​ The same thing happened to us. My husbands tablet fire 10 stopped working but ny fire 10 is fine. We have tried all of the trouble shooting ideas and nothing works. I wish someone would answer this question on how to fix it. 

Update: Do you both have the same generation fire tablet? I have the 9th generation with OS 7. My husbands its the 13th generation with OS 8. I think that this might be where the problem lies with the newest update to OS 8.

(edited)

6 months ago

user_negfri

3 Messages

6 months ago

I downloaded a show from the Xfinity DVR onto my for fire tablet tablet (Version 8.3.2.3) since then i have been unable to use Xfinity stream.  It just gives me a black screen.  I've replaced the app and factory reset the tablet to no avail.

This worked wonderfully before downloading the show for offline viewing.

Any suggestions?

Thanks,

Jerald

(edited)

0

user_ylspu2

2 Messages

6 months ago

Yesterday my fire tablet goes black after opening the Xfinity Stream App too! I only use it to listen to Music Choice stations.

Please help,

Karen

2

XfinityDilary

Official Employee

 • 

1.8K Messages

Hello, user_ylspu2. Thanks for your comment. I'm sorry to hear you are experiencing a similar issue. Is your tablet up to date with the latest OS? Amazon Fire TV, Fire Stick, or tablet devices must be running Fire OS 6 or later for the Xfinity Stream App to work properly.

 

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

6 months ago

0

Wlan_Guy

Contributor

 • 

21 Messages

Fire 8 HD+ FireOS 8.3.2.3 also has this problem. 

6 months ago

user_l2tbwx

1 Message

6 months ago

This is happening to me as well!  I was mid-show streaming Xfinity on my fire tablet, and it just suddenly stopped, then the screen went black.  I’ve tried restarting the device, redownloading the app - nothing works.  So frustrated! 

1

XfinityBillie

Official Employee

 • 

2.9K Messages

@user_l2tbwx Thank you for taking the time to reach out to us here on our Xfinity Forums. I can definitely understand the concern. Can you tell me what version OS the tablet is running as well as what generation the tablet is?

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

6 months ago

0

user_2c8291

1 Message

6 months ago

It was working fine on Monday, but I'm getting the exact same issue as of today. Purple screen comes on, then goes to black screen. I rebooted my modem, I uninstalled the app and reinstalled and several other things, but nothing seems to work. This is only happening on my Kindle, the app is working fine on my phone. 

0

XfinityGabriel

Official Employee

 • 

2K Messages

6 months ago

 

user_l806bo, Hi there! Thanks for taking the time to visit our forums page for help with XFINITY stream app. As someone that uses the app all the time to stream my entertainment, I understand the inconvenience that this has caused. I am sorry to learn about this experience. We can help. After researching this further, I have confirmed that the device you are using is not supported. Do you have any additional questions or concerns that we can help with today?

 

12

0

user_l806bo

5 Messages

Why is it no longer supported? It worked for almost a year and then suddenly stopped. Can you please explain or elaborate on the reasoning for it not being supported? The simple response of ‘it is not supported’ is not satisfactory. Thank you.

6 months ago

0

XfinityGabriel

Official Employee

 • 

2K Messages

 

user_l806bo, My sincere apologies. In my research on this issue, I confirmed that some devices my not meet the minium system requirements over time. How old is the fire tablet model?

 

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

6 months ago

0

user_l806bo

5 Messages

It was purchased November 4, 2023. Again, the app was working normally until this past week. 

6 months ago

user_l806bo

5 Messages

It was purchased new, and according to Xfinity website, both the tablet and app are the latest versions that should be supported.

6 months ago

XfinityMarcus

Official Employee

 • 

1.1K Messages

@user_l806bo My apologies, just to confirm your Amazon Fire tablet runs on the Android OS, correct?

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

6 months ago

0

user_bz2mjq

2 Messages

6 months ago

Mine the same and only three months old

0

user_e87i5k

4 Messages

6 months ago

I had the black screen problem too. This is so frustrating. It still works on my much older iphone so it must be an Amazon or Android issue. 

0

user_rono

1 Message

6 months ago

Same thing happened to me after an app update. Any way to load an older version of the app???

as of July 5th - Thanks for the fix. Surprisingly it’s the same version .11, but it now works. 

(edited)

2

XfinityVianney

Official Employee

 • 

1.8K Messages

Hi @user_l806bo,

Thank you for reaching out. I hope you are doing well. Can you confirm what type of device you have, as well as, if you currently urrnning Fire OS 6 or later?

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

6 months ago

0

user_4pxymc

2 Messages

Oh get crying out loud...your latest upgrade to os8 screwed all fire tablets to Xfinity stream...just take responsibility and fix it!!! 

I'm sure you have a fire tablet laying around you can test with so you can stop searching for nonexistent user errors.

Take responsibility for your screw up and fix it!!!

(BTW, my call to Amazon customer service got me the "don't call us, we'll call you bull rap response).

DCM

6 months ago

user_1ss204

3 Messages

6 months ago

Fire HD8 updated to FireOS 8.3.2.3 application stopped working suddenly within the last week.  Just a black screen.  Reinstalled, rebooted, cleared cache.  All other streaming apps work fine.

1

XfinityAdrienne

Official Employee

 • 

1K Messages

Hey there, user_1ss204! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. Are you still having troubles with the App? 

 

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

6 months ago

0

catluver

New Poster

 • 

19 Messages

6 months ago

I just spent an hour chatting with an Amazon representative about this problem. They made me do all of the troubleshooting that you said that you did. Nothing worked so they told me to do a factory reset. I didn't want to go to all of that trouble since you said that you did it and it didn't work. So I asked them what happens if the reset doesn't work and they said that they would put in a ticket with their technical team to investigate. I asked them to put in a ticket since I was certain that the problem is with the recent update to OS 8 and not a problem with my tablet. They refused to put in a ticket unless I did a factory reset. They also claim that they have no information that there is a problem with the OS 8 and the Xfinity Stream app. So I don't think that this issue will be fixed until enough people complain to Amazon about the problem.

5

user_zek6yg

2 Messages

How do you put in a complaint to Amazon.  Exact same issue, tried everything suggested....!

6 months ago

catluver

New Poster

 • 

19 Messages

I used the chat function with customer service. They supposedly sent this issue to tech support and said I would hear from them in 3-5 days. Day 6 and so far crickets. 

6 months ago

0

XfinityJanelle

Official Employee

 • 

1.3K Messages

@catluver Are you still seeing an issue with app and being able to use it?

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

6 months ago

0

catluver

New Poster

 • 

19 Messages

@XfinityJanelle​ Yes I still have this issue.

6 months ago

0

XfinityOrlandoM

Official Employee

 • 

1.5K Messages

Can you tell me what version OS the tablet is running as well as what generation the tablet is?

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

6 months ago

0

user_ytf2i2

2 Messages

6 months ago

Mine stopped working Monday, too. I bought this one in May because my other 8 and 10 were too old.  I never have this problem with my iPad. I've everything except for the factory reset. 

9

0

catluver

New Poster

 • 

19 Messages

@user_ytf2i2​ Don't bother with the factory reset. It doesn't work. It works fine on my ipad and my generation 9 fire 10 which operates on the OS7. I had a long chat with Amazon customer service and after I did the factory reset I finally convinced them to put in a ticket to their technical specialists to investigate. I am convinced this is an operating system problem with the latest OS8 version.

6 months ago

CurbAppeal

Contributor

 • 

26 Messages

@catluver​ Please we my post below. Doesn't seem likely to be OS. I have same Is on two different devices and one works and one doesn't. Xfinity app just updated recently so thinking its that. 

6 months ago

0

XfinityBenjaminM

Official Employee

 • 

1.7K Messages

 

user_ytf2i2 Please make sure you are running the latest firmware version of the Xfinity App and you may want to try powering down your Amazon device for about a minute and then see if it works properly from there. If you're still having trouble, please let us know.

 

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

6 months ago

0

user_jk2akp

9 Messages

@XfinityBenjaminM​ How does one update Xfinity firmware on fire tablet?

6 months ago

0

CurbAppeal

Contributor

 • 

26 Messages

@XfinityBenjaminM​ please read all posts. This is not fixed and seems to be app issue.  Please escalate. 

6 months ago

user_jk2akp

9 Messages

6 months ago

Let us know if you do factory reset

1

0

catluver

New Poster

 • 

19 Messages

I did the factory reset and it didn't fix it. They finally put in a ticket for the tech specialists to investigate. I was told that I would hear back in 3-5 days. I'm not holding my breath. But if I do hear back I will post on here. 

6 months ago

CurbAppeal

Contributor

 • 

26 Messages

6 months ago

Not convinced its the OS.

I have a fire 10 that's not working and a fire 7 that is working. Both are on 8.3.2.3!  Its the only thing I use these tablets for. Please fix. 

1

CurbAppeal

Contributor

 • 

26 Messages

Xfinity stream just updated on the 17th. It seems more likely to be the app. 

6 months ago

CurbAppeal

Contributor

 • 

26 Messages

6 months ago

Someone shouldn't have accepted the solution. This is not fixed. @XfinityGabriel @XfinityMarcus this needs to be escalated. 

5

Wlan_Guy

Contributor

 • 

21 Messages

I also have the same issue with Xfinity stream app 8.5.0.11 on OS 8.3.2.3 on a fire 8+ new last october

6 months ago

0

user_tay7xf

1 Message

This is embarrassing. My mom having same issue. Hd 10 os 8.3.2.3 or whatever too

6 months ago

0

user_6c3123

Visitor

 • 

5 Messages

I am having the same problem.  It started today, June 28.  I have an HD10 (13th generation model.  My OS is OS 8.3.2.3 which was updated on May 24, 2024.  Additionally I noticed my settings icon disappeared from my home screen today  and was replaced by one labelled"ll l!!!!!!???!k" and displayed in one icon the settings wheel and the weather (clouded sun) images.

6 months ago

XfinityShawn

Official Employee

 • 

1.1K Messages

 

user_tay7xf Has she tried any troubleshooting like uninstall/reinstall the app? If she continues to have issues, I would recommend her to reach out for support. 

 

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

6 months ago

0

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