Roku (Error createDrmSession.403-102)

[ComcastAmira]

Hello @Bkrayne791, thanks for reaching out to our forums! I apologize about your experience with us thus far with trying to get this corrected. I can further assist you with this Roku Stream app error. In order to send a Private message, you must first create a Public post. You should now be able to send me a private message. Please let me know if you are still unable to do so. Thank you!

[Splash780]

I'm getting the same error. Have done everything under my power to get it to work. I need some assistance.

[ComcastJoeTru]

Hi Splash780. We're sorry your having issues with Xfinity Stream on your Roku. I can help with further troubleshooting your error. Please reach out to me via private message and include your full name so I can access your account. To send a private message: click my name (ComcastJoeTru) to view my profile. Then click the link that says "Send a message" and there you can private message me. 
 

[9lives353]

Update to my issue for everyone. 

After three weeks and no resolution (not through lack of effort by @ComcastElla), my Internet totally gave out on me yesterday. Lights on my modem were all good but my Velop mesh network could not see it. Went through various reboots without joy. I plugged back in my old (Netgear) router and, straight away, Internet is back! And, of course, my Stream app worked again. 

I decided to put a ticket in with Velop since I was still waiting on Comcast resolution. After an hour on hold and no pick up, I decided to give up on them. 

Anyway, moral of the story. I went to Best Buy and bought the Google Wifi system. I installed it and, lo and behold, my Stream app works again. 

My mate has the Velop with Comcast and his Stream app works fine. There must be an underlying reason (or reasons) why the code is falling over with certain network configurations. You'd think there would be enough scenarios now for Comcast dev to get a handle on it.

That's my experience and hopefully it'll stay this way. But it's understandable why this app is still in Beta. You couldn't charge for this. 

Thanks again to @ComcastElla for her engagement. I hope others get resolution soon. 

[LuckyPogi]

I am having this issue also. Who do we PM now, you or Ella?

[Splash780]

I’m good to go. I logged back in and the Beta app is working again. Thank you.

[tonyregan1]

The "validated best answer 5/19" is not a fix. This is exactly what tech support has you do 100x with everyone they transfer you to. That was probably the 2nd thing they told me to try in my inner week of daily 1-1/2hr calls. It's like groundhog day, each day is like starting over, they all want to do the same thing that was done the day before &no one knows what to do beyond that.

[LuckyPogi]

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@tonyregan1 wrote:
The "validated best answer 5/19" is not a fix. This is exactly what tech support has you do 100x with everyone they transfer you to. That was probably the 2nd thing they told me to try in my inner week of daily 1-1/2hr calls. It's like groundhog day, each day is like starting over, they all want to do the same thing that was done the day before &no one knows what to do beyond that.

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I agree. We have 4 roku sticks at home. All of them are having this issue. THey used to work a couple of weeks ago. Then BOOM! Every one of them are unable to connect to Xfinity. 

[Gradamwk]

I just spent an hour on hold waiting for tech support. I was told that my insignia roku smart tv is not supported by the xfiniti stream app. According to tech support on 5/22/19, only LG and Samsung roku smart TVs are comparable.

This is contrary to everything on xfinity’s website and what I was told when I signed up. There was no mention of excluded devices.

I am getting this same error message when I try to connect. Roku (Error createDrmSession.403-102)

Nobody seems to be able to help and this is very frustrating.

[hhopek]

This did not work

[Jesijoey]

I did all that and it did nothing.

[ComcastJoeTru]

Hello hhopek and Jesijoey. Please visit https://www.xfinity.com/stream/ and verify if you can sign in and view Xfinity Stream content with out errors. (This will verify if there are any back end credential issues).  

If you were able to sign and view content, please proceed to restart your modem / route and remove the Xfinity Stream App, reboot the Roku, and then re-install the Xfinity Stream App and reset. 

[tonyregan1]

So, I finally got all 4 roku streaming stick +'s to work myself. Whether it's a piece of the puzzle or the actual fix, I don't know. I quit relying on tech support & dug into it myself the past two days. I have a velop mesh system & I don't think its stricly a velop problem, but more a "smart" technology problem.
Why I lost connectivity, I don't know, I've had instant TV for nearly a year. In all my hours with tech support, I think it's related to my version of instant TV being discontinued. One of the "sure thing" fixes they suggested early on was to get the new instant TV package, which I did & didn't fix it. After hours & hours of escalated tech support of basically uninstalling, reinstalling, signing out, signing in, etc over & over & over. It still told me i needed to subscribe to a video package to use the app.. Tech support said a billing issue, billing said tech support issue, blah blah blah.
I decided to start from the connection & monitor the connections thru my Linksys app. If not familiar with mesh systems, they will automatically connect to the strongest signal. I had all my Roku's prioritized to get the strongest signal prior to other devices, ie: phones, tablets, echos, Google home, etc. Then I looked at all devices connected &noticed something that set a light off in my head that I know can sometimes cause a conflict.
Ready.......................here's what fixed mine 100%.................after trying to connect less than 10 minutes before................had all 4 connected in minutes............................ In my router app, I noticed all Roku's had connected to the 5ghz band, I unprioritized them, got them to connect to the 2.4ghz band and BOOM!! I knew it worked before signing in because now the "get started" screen had a background.
Such a simple fix that should be well known to tech support. I've had other devices that in the manual it specifically says needs to be on 2.4 band.
I haven't seen this mentioned anywhere else. The last one I even tried connecting while it was on 5ghz 1st, just to confirm my theory, then put it on 2.4ghz & got right in.
Not sure if this is the answer for everyone, but it was 100% the fix for mine.
Good luck

[Rustyben]

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@tonyregan1 wrote:
So, I finally got all 4 roku streaming stick +'s to work myself. Whether it's a piece of the puzzle or the actual fix, I don't know. I quit relying on tech support & dug into it myself the past two days. I have a velop mesh system & I don't think its stricly a velop problem, but more a "smart" technology problem.
Why I lost connectivity, I don't know, I've had instant TV for nearly a year. In all my hours with tech support, I think it's related to my version of instant TV being discontinued. One of the "sure thing" fixes they suggested early on was to get the new instant TV package, which I did & didn't fix it. After hours & hours of escalated tech support of basically uninstalling, reinstalling, signing out, signing in, etc over & over & over. It still told me i needed to subscribe to a video package to use the app.. Tech support said a billing issue, billing said tech support issue, blah blah blah.
I decided to start from the connection & monitor the connections thru my Linksys app. If not familiar with mesh systems, they will automatically connect to the strongest signal. I had all my Roku's prioritized to get the strongest signal prior to other devices, ie: phones, tablets, echos, Google home, etc. Then I looked at all devices connected &noticed something that set a light off in my head that I know can sometimes cause a conflict.
Ready.......................here's what fixed mine 100%.................after trying to connect less than 10 minutes before................had all 4 connected in minutes............................ In my router app, I noticed all Roku's had connected to the 5ghz band, I unprioritized them, got them to connect to the 2.4ghz band and BOOM!! I knew it worked before signing in because now the "get started" screen had a background.
Such a simple fix that should be well known to tech support. I've had other devices that in the manual it specifically says needs to be on 2.4 band.
I haven't seen this mentioned anywhere else. The last one I even tried connecting while it was on 5ghz 1st, just to confirm my theory, then put it on 2.4ghz & got right in.
Not sure if this is the answer for everyone, but it was 100% the fix for mine.
Good luck

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I have two wired APs that broadcast only one SSID and the AP and wireless device determine capability and switch at will between AP and their 2.4/5 radios. if you just name the access points all the same (not for example mySSID5 mySSID24) SSID (example mySSID) then your devices pick what is best at the moment for them. 

[tonyregan1]

Yes, that is exactly how a mesh system works, one AP, one SSID & every device picks up the best signal, whether it be 2.4ghz or 5 GHz. There's a main unit and beacons on each floor. It works much more seamless than naming each one the same, which is what I did prior to a mesh system. Popular ones are like mine, Linksys Velop, Netgear Orbi, Eero, Google WiFi, to name a few. Problem was, the Roku's were all picking up the 5ghz, which at least in my case, the Xstream app wouldn't authenticate subscription while connected to 5ghz, only on 2.4ghz.

[9lives353]

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@tonyregan1 wrote:
Yes, that is exactly how a mesh system works, one AP, one SSID & every device picks up the best signal, whether it be 2.4ghz or 5 GHz. There's a main unit and beacons on each floor. It works much more seamless than naming each one the same, which is what I did prior to a mesh system. Popular ones are like mine, Linksys Velop, Netgear Orbi, Eero, Google WiFi, to name a few. Problem was, the Roku's were all picking up the 5ghz, which at least in my case, the Xstream app wouldn't authenticate subscription while connected to 5ghz, only on 2.4ghz.

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👏

Great work to figure out that fix. I relayed my identical Velop experience earlier in the thread. I ended up returning it because I could not get it to work - that may have been the issue. I then got Google Wifi (returned that too) and now I'm using Orbi. I did not have a repeat of the DRM issue with either Google or Orbi's products. 

[Bakerybum]

@ComcastElla ,I too am having same issues, years no problem then I move 3 days ago,tech comes out hooks up everything and this dreaded error on all my Roku's. Spent 7 hours on the phone with tech support nothing and got disconnected. Turned off/on uninstall reinstall still nothing.
When I check the Xfinity app there is no modem even there please help.

[ComcastKenF]

Bakerybum, thanks for posting. Please uninstall and reinstall the app via this precise method: 

1. Restart Roku 
2. Uninstall YouTube app 
3. Restart Roku 
4. Install YouTube app 
5. Restart Roku 

If that doesn't work, please try this order path: 

Roku Home> settings> audio> audio mode> Stereo (checked)

Please let me know if either work. 

Ken

[Jeff270]

There is a couple of more steps you may need to do if a system refresh does not fix the problem; First try to do a system reset on the Roku box. Once you do this you should be able to get free trial to Amazon Prime and other perks again. Then do another system refresh on the cable box. If all else fails use a laptop and open the xfinity stream app and stream an on the go channel. Let the laptop stream while you do a system refresh on the cable box. You must do a system reset on the Roku box for the other steps to work. Good luck!

[atfkp011]

@ComcastElla

[danger2u]

I’m getting this same error on one of my Roku’s. I’ve reset to factory settings on the Roku, unlinked and relinked it also uninstalled and reinstalled the app several times with no luck. The numbers on my modem and my account match. This is my personal modem which is on the Comcast approval list. I have 2 other Rokus that are working fine. Any idea??

[Jeff270]

Here are the steps I took to solve this problem: 1) On the Roku remote push the home button and scroll down to settings and then choose system from the menu on the right, go to advanced system settings and choose factory reset. Next use a laptop and sign into your xfinity account and then go to TV and try to watch a channel. The chances are you will only be able to watch on the go channel. Let an on the go channel play on your laptop while you do a system refresh by pressing the A button on the Comcast remote and then choosing system refresh. Next download the Xfinity app to your Roku device. Activate and you should be good to go 😊

[Jeff270]

I suspect your trial subscription to the xfinity stream beta app expired. I to own my modem and have an Orbi router. You will get a new free trial on the Roku Xfinity Stream beta app when you follow the steps that I just posted about 40 minutes ago

[ComcastAmira]

Hello all, thanks for reaching out to our Forums! I hope all of the information provided thus far has been helpful. If you're still having issues, please send me a private message for further assistance. 

To send me a Private Message, please click my name “ComcastAmira” and click “send a message".

[danger2u]

Thank you for getting back to me. I haven’t had a chance to do this yet but will in the next couple of days. I’ll let you know how it goes.

[ComcastAmira]

@danger2u, fantastic! Please be sure to let us know the results, we appreciate it! 

[Jeff270]

No problem

[deyounga2412]

@ComcastElla , I cannot find a link to send you a private message. I am having the same 403-102 error message after switching to a new modem.

[Rustyben]

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@deyounga2412 wrote:

@ComcastElla , I cannot find a link to send you a private message. I am having the same 403-102 error message after switching to a new modem.

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go to the top of this forum thread and ou will find a 'sign in' link. select it and log into the forum. then click on the @ComcastElla username and you will see the message me link on top right area of the profile.

[Seanno31]

I'm on my Xfinity wifi connection on an Xfinity rented modem/router and it's telling I'm not over and over again giving me this error message. What you suggest is worthless... I and I'm sure many others have done this already, it's how the prompts go in the process without any instructions from you. But the error persists. Thanks for nothing.

[DB2021]

this is not working for me, following this thread to see if someone else has an idea.  worked fine for then suddenly does not work.  

[Jeff270]

Sorry to hear it didn’t work. 😐 it worked for me

[Jeff270]

Are you addressing me? Jeff270

[ComcastKenF]

DB2021, thanks for posting. What steps have you taken already? I know not having access to the app on Roku is a major inconvenience so we'll work with you to get this fixed ASAP. 

[soniafalcon22]

having the same problem with this error code

[Jeff270]

On 5-26-19 at 1:00pm I posted the exact steps I took to correct this problem. Does the Xfinity stream app expire after the trial subscription ends?

[DB2021]

I have uninstalled/reinstalled the app.   I have restarted my Roku stick.  I have checked my xfinity wifi connection.  

[ComcastKenF]

On 5-26-19 at 1:00pm I posted the exact steps I took to correct this problem. Does the Xfinity stream app expire after the trial subscription ends?

Jeff270, no the app comes with your cable service. It doesn't expire from the Roku unless it is deleted. 

soniafalcon22 and DB2021, is bandsteering active on your modem? 

Ken

[DB2021]

Don't know what that means.  How do I check that?    The frustrating part is that this app worked totally fine for months.  Positively no changes on my part, and then suddenly gave me this error message.

[Jeff270]

I don’t have a Roku stick but I do have the Roku Ultra. Try doing a Factory reset on the Roku Stick. After you do this you should be able to get a new trial subscription to the xfinity stream app on your Roku device plus a free trial to Amazon Prime again. After doing that stream an on the go channel after signing into you Xfinity account on a laptop. Let the channel continue to stream while you do a system refresh on you cable box. Once you complete those steps go back to the Roku stick and download the Xfinity app. At this point you will be able to get a new trial subscription to the xfinity stream app. Uninstalling and reinstalling the app only will not work. Good luck 👍

[Jeff270]

I’m connected to my router with an Ethernet cable

[ComcastKenF]

DB2021, bandsteering is active when one SSID broadcasts from your modem. If you have two frequencies broadcasting, let me know which one your Roku is connecting to. 

Ken

[LuckyPogi]

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@DB2021 wrote:

Don't know what that means.  How do I check that?    The frustrating part is that this app worked totally fine for months.  Positively no changes on my part, and then suddenly gave me this error message.

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Yup, and up to this point, NO ONE from Xfinity has explained why.

[Jeff270]

I’m sure you know that you can google band steering so you can better understand it. Personally I’m not convinced band steering has anything to do with this problem. But I am sure he’s doing his best to help.

[Kebarrett]

Hello! I am replying to see if I can gain access to sending you a message.

[Mjacks]

Im getting the same issue. Anyone have a solution yet

[Seanno31]

After rebooting everything setting the roku back to factory settings multiple times and now the latest going to a Xfinity store to make sure my account and equipment was up to date. I can safely say I don't have the answer. Security so advanced even their technicians can't figure it out. It seems either Xfinity stream works or it doesn't ... oh I'm sorry that's inaccurate allot of the people in this forum are just abruptly losing service. Look back in the forums this has been going on for a long time. I figured once my account was all set that the service would work... I was wrong. I don't have any answers at this point but that's ok cause neither do they. Unfortunately this forum is kind of useless you have people telling you the same things (that don't work) over and over. This is a software issue hence the word alpha..oops I mean beta. Recently at my home where I have a working roku with Xfinity stream, well at the moment. I noticed they changed the look and added some new stuff to the app. So this kind of thing seems to be their focus not fixing an issue that has been going on for years now. Good luck to us all.
Seanno

[danger2u]

So, sorry it took so long to get this done. Busy week. It worked and all ROKUS are working perfectly now. The beta app has also been updated. Thank you for your help.

[Jeff270]

Great to hear that