mroselli's profile

Frequent Visitor

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17 Messages

Sat, Jul 17, 2021 8:11 PM

Xfinity Stream Website Causes Router to Reboot

Every time I go to xfinity.com/stream/ my router and modem reboot and I lose internet for about 10 minutes. Can someone help me fix it? Do I just need to replace the router/modem?

All the lights except power go off on the front of the router. The web page never loads. I can no longer stream TV/DVR from my PC like I used to.

Responses

_G_G_G_

Contributor

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21 Messages

3 m ago

I have been having precisely the same issue for about the last 3-4 months.

I have a purchased Arris Surfboard SVG2482AC that worked very well for about 8 months, then the problem you describe began occurring.

Additional details:

On 3 of 4 PCs I do not have this issue.

Lenovo Helix 2 Wireless connection - no problem streaming

Lenovo Legion i5 hard wired connection - no problem streaming

HP Pavilion desktop hard wired connection - no problem streaming

I also have 2 ROKU streaming sticks running WiFi with no problem streaming

On one specific desktop system hard wired to the network, every time I request xfinity.com/stream/ my Arris gateway restarts and everyone here must wait 10 minutes for the Arris restart sequence to complete. 

This system is running Windows 10, fully updated.

The problem is not browser related.  This has happened in both Edge and Chrome.

Any ideas why this is happening?  Anyone else experiencing anything similar?

Visitor

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4 Messages

3 m ago

I literally have the exact same issue. Started within the past 2 months. Only problem streaming is anything when trying to use the xfinity site. I have 205mbps speed. Just trying to log on to the site reboots the modem. Didn't choose a movie or anything. Will continue the google investigate before calling support. 

Official Employee

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340 Messages

Hello, @user_dea5b8. I would like to look into this further with you and help figure out what the connection may be between our site and the modem rebooting. Does this happen every time you access it? What type of modem are you using, and have you looked into your firewall settings? I recommend disabling any firewall and reattempting to see if it continues to reboot. 

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
_G_G_G_

Contributor

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21 Messages

@user_dea5b8

Hello,

Was there ever a resolution to this?  I do not appreciate the way XFINITY takes the discussion private because then no other customers can benefit from the subsequent discussion.  We are all supposed to be sharing information, and then XFINITY smothers the process.  I don't get it.

I still have the same problem.  Unfortunately it's on my main streaming machine so I'd really like to figure out why streaming from this one machine causes my gateway to reset.  Were you able to get any help from XFINITY?  Please share any ideas you tried with XFINITY even if they didn't work, since sometimes the idea might help others.

Thanks.

Visitor

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4 Messages

@XfinityStephanieK

Sorry I have been neglecting this thread but I see it has been active recently. It happens every time. I primarily use Chrome. I just tried now with Firefox and that logged in fine. I have an up to date Win 10 Pro with no updates to Chrome. I have an Arris TG862G/CT modem. I am hard wired to it. I have not tried to change my computers firewall settings to test as these have not changed to my knowledge, unless by some update. Modem firewall tcp 4 is set to low and tcp 6 typical. Sure seems like it has to be related to somethin browser specific. I have attached the modem's software version. 

Visitor

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4 Messages

@XfinityStephanieK 

Ok just did more testing.

1. Made no changes and tried to use Chrome to log in. Modem reboots and I get this error.

2. After reboot I disable windows firewall and webroot security. I refresh the page and it seemed to get farther but do not see my name listed on top right. Modem then reboot.

3. Again I refresh the page and it shows my name now but then modem reboots. 

When modem is back up I am able to click my name in the browser and have a sign out option. I click that and modem reboots. 

XfinityRay

Official Employee

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291 Messages

Thank you for sharing the further steps that you tried, @NotAnXfinityTechButBetter. I would like to look further at your account. Please send us a direct chat message with your full name and service address to Xfinity Support.

 

To do so, click on the chat icon located at the top right of this forums page.
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

Visitor

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3 Messages

1 m ago

I'm having the same problem 

Visitor

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3 Messages

1 m ago

Yeah this is pretty bad, something to do with the logon process it looks like you logged in but if you click anything to watch anything it resets the router. It has nothing to do with faulty cables. 

_G_G_G_

Contributor

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21 Messages

@user_84422a 

Thank you for adding your comments.  Perhaps XFINITY support will be helpful and address this issue.  That would be nice.

What hardware are you using to run your gateway?  Are you renting a gateway from XFINITY, or did you buy your own? 

_G_G_G_

Contributor

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21 Messages

1 m ago

@XfinityStephanieB 

You reached out to @user_dea5b8 to assist this user.  What was the resolution?

I am still having this issue.  My main media machine (fully up-to-date Windows 10 system) cannot access xfinity.com/stream or any XFINITY streaming content, without taking my gateway down.  That defeats the entire purpose of this machine which I put together specifically for viewing XFINITY streams - it's just a paper weight now.

What should we be doing?  Can someone from XFINITY please help us solve this problem?

Official Employee

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3K Messages

1 m ago

Hello everyone! 

We would still love to help troubleshoot this issue with you all. Has anyone here had the opportunity yet to try launching Xfinity Stream on their desktop using incognito mode to see if that prevents the gateway from resetting? 

Does anyone experience the same issue when streaming from any other platform such as Netflix or Hulu, or has it just been Xfinity stream?

Visitor

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2 Messages

@XfinityTambrey 

Here this problem occurs on 1 of 3 Windows 10 machines.  On the problematic machine, it occurs with Edge, Brave, Opera, Vivaldi and Chrome browsers, but does NOT occur with Firefox browser and interestingly also does NOT occur with Epic browser.  The problem machine runs Windows 10 Pro.  One of the working machines is also Windows 10 Pro, and the other is Windows 10 Home.  All machines have most recent Windows Updates applied.

I have been seeing this problem for several months every time I try to use Xfinity streaming from the affected Windows 10 computer with Edge, Brave, or Chrome browser.

The problem occurs ONLY with Xfinity streaming;  Netflix and Amazon streaming are perfect with no problems on all machines and with all browsers.

As a result we are doing more and more Netflix and Amazon Prime viewing and essentially no Xfinity streaming.

(edited)

XfinityAbbie

Official Employee

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562 Messages

Thank you for getting back to us @Regor1, so no issues occur on both Firefox and Epic Browser? Have you attempted to go into incognito on the affected browsers to see what happens? 

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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1 Message

I also experienced this problem on my Ethernet connected PC, using Chrome browser.  I contacted chat support and they only ran the very basic equipment checks and ignored the actual issue of what was causing the router to reboot.

 

But there is an additional wrinkle, and it is because after I tried to use my PC unsuccessfully, I tried it on my Android phone.  It caused the gateway to reboot itself.  I was able to stream using my mobile data, but through the router, no-go.  I had to switch wifi off on my phone and then it would stream.

Visitor

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2 Messages

Thanks for the reply, XfinityAbbie!

You are correct,  no issues occur on both Firefox and Epic.  After I discovered that Firefox was OK, my hypothesis was that the problem occurred in (and only in) Chromium-based browsers, so I was surprised to find that Epic worked OK as it is (as I am sure you know) Chromium-based.  The Epic developers did however remove quite a bit of Chromium code in order to make Epic more secure and private, so perhaps a portion of the Chromium code base is in fact causing the problem on some systems (such as the one causing problems here) but it may be that the problematic code is part of what the Epic developers removed when creating Epic's code.

I had tried incognito on one of the Chromium-based browsers and the problem still occurred.  Because it takes 5-10 minutes for the system to reboot after each untoward event I did not check this issue further, as each test that caused a reboot affected not just me but all users here and their patience has run out.  I will test this on two or three Chromium-browsers and I will then post those results in an edit to this post.

I tested Xfinity stream access from incognito/private windows in each of Chrome, Brave, Edge after clearing cache for each.  In each case attempting to access Xfinity stream causes reboot of cable modem.  

(edited)

XfinityAbbie

Official Employee

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562 Messages

@Regor1 Thank you for your time and troubleshooting efforts with this! It is definitely an odd issue to have. I would like to dig a bit further and look at your modem to see what we can find. 

 

I want to make sure I have the correct account pulled up. Can you please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address.

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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1 Message

10 d ago

Hase there been any progress on this issue ? Are there further tests we can run ? 

XfinityAmira

Official Employee

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2.5K Messages

Hello @ghoughto99, thanks for visiting our forums page and expressing that you're also trying to get this issue corrected on your end. My team would love to help and see what we can do to rectify this issue on your end.

 

Can you please provide a little more details in regard to exactly what you're experiencing on your end? What hardware are you using to run your gateway?  Are you renting a gateway from XFINITY, or did you buy your own? 

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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6 Messages

8 d ago

I am so glad I found this thread. The problem is so bizarre I was afraid no one else was having it, and if I contacted Xfinity they wouldn't believe me. I am using a cable modem rented from Xfinity, with phone also connected (though rarely used), and these are the non-customer specific details of the modem:

Model: TG1682G
Vendor: ARRIS Group, Inc.
Hardware Revision: 11.0
I tried to look at the logs, but none of them will show me anything which is disappointing.

For me, it doesn't happen *every* time I try to log in/connect to xfinity.com/streaming, but often enough that I always watch the modem when I connect to see if the lights go out or not. I always stream from Chrome, I haven't tried another browser. It happened yesterday the first time I tried to stream something, and again today, just the first time. But after I connected today and waited for the modem to reset, I was able to refresh the page and reconnect without it restarting the modem.

My modem is in bridge mode if that matters. It is connected to a Netgear Orbi, and the PC I usually stream from is connected to that via ethernet. I have occasionally had the problem happen from a different PC on wifi (also running Chrome), though never from my Android tablet running Chrome.

My internet connection is consistently fast and very reliable. This weird problem is really the only issue I have.

Official Employee

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199 Messages

Hi @PhysicalEd thank you for sharing these details. I'm sorry to hear you're also experiencing these issues. I'd like to ask, is the firmware on Chrome up-to-date on all  your devices?  

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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6 Messages

@XfinityMikeB  Yes, my Chrome browser is kept up-to-date.

My current version is Version 94.0.4606.81 (Official Build) (64-bit)

Though I should note the last two times I tried to access streaming it did not reboot the modem. 

Official Employee

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424 Messages

Thank you for letting us know @PhysicalEd. I'm glad your modem is not currently resetting after you log in. This is a very distinct issue and I know the community would like more information about it. I want to say exchanging the modem would be worth a try in these circumstances, but it seems like some people are experiencing this issue with an owned modem. If the issue happens again use the Direct Message icon at the top of the page to send your name and service address to 'Xfinity Support." Even in the event when we work on an issue in public, we will post a resolution if we get the opportunity to resolve the issue. Having the account in a Direct Message will allow us to see if this is tied to a known issue or collaborate with our advance repair team if needed. We can also see if a modem reactivation fixes this as this will automatically update the modem's firmware. 

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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2 Messages

4 d ago

So is the problem using chromium based browsers like edge that's causing the issue. I thought I was the only one and it was hard to explain to anyone.

Visitor

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3 Messages

4 d ago

This problem could be chromium related I tried using Chrome and Vivaldi which I believe is chromium based. Such a major reaction (the modem rebooting) leads me to believe it's failing to communicate with the cable box to validate if we should have access to the streaming service. It fails to validate which causes the modem to reboot because that's all it can do in that situation. This is repeatable & this error only affects the Xfinity streaming app that I am aware of. I've been troubleshooting this using windows 10. 

_G_G_G_

Contributor

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21 Messages

3 d ago

I wish XFINITY would just be customer friendly and support LINUX.

fThis is absolutely a Chrome/Chromium issue.  I only have Chrome installed on the Windows 10 desktop that brings down the gateway when accessing xfinity.com/stream.  On all of my other machines I am running Firefox, and they are not causing the gateway to crash when loading xfinity.com/stream.

Today I decided to install Firefox on the desktop that only had Chrome and run some tests. 

xfinity.com/stream will not crash the gateway if I load via Firefox.

xfinity.com/stream will crash the gateway EVERY TIME if I load via Chrome.

For me, it is as simple as that.  I have fiddler proxy logs of loading xfinity.com/stream for both chrome and firefox, so y'all should be able to solve this pretty quickly with this data and level of reproducibility.  Let me know how I can deliver the logs to you.

So, yeah, Chrome support seems broken for streaming, at least for those of us on this thread.

_G_G_G_

Contributor

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21 Messages

Incidentally, making the xfinity.com/stream request with Chrome in Incognito mode also causes the gateway to crash.  Incognito mode does not seem to make a difference in this problem. 

Chrome is up to date
Version 94.0.4606.81 (Official Build) (64-bit)
Windows 10 Home 20H2
OS Build: 19042.1237

(edited)

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