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Roku (Error createDrmSession.403-102)

Frequent Visitor

Roku (Error createDrmSession.403-102)

Hi,

I have a new customer-owned modem and router. The Internet and cable work fine. When I try to launch the The Xfinity Stream app  on my new Roku it gives me the error message: Error createDrmSession.403-102.

 

I've been on the phone with comcast for hours and reset, reloaded, and redone everything a million times with no luck. From what I have been reading on the forums, many other people have had this issue, as well.  It looks like there is a back-end database issue or something with the modem. Help??

Expert

Re: Roku (Error createDrmSession.403-102)


@ks99 wrote:

Hi,

I have a new customer-owned modem and router. The Internet and cable work fine. When I try to launch the The Xfinity Stream app  on my new Roku it gives me the error message: Error createDrmSession.403-102.

 

I've been on the phone with comcast for hours and reset, reloaded, and redone everything a million times with no luck. From what I have been reading on the forums, many other people have had this issue, as well.  It looks like there is a back-end database issue or something with the modem. Help??


use the xfinity my account app, internet tab, touch the modem/gateway. compare the 'serial number' shown with the modem/gateway's HFC MAC Address. do they match character by character?



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Frequent Visitor

Re: Roku (Error createDrmSession.403-102)

Yes, the characters match exactly. In addition to my active modem, the old comcast modem that I returned this week is still listed under my "devices," if that matters.

Frequent Visitor

Roku: Error createDrmSession.403-102 ***STILL NOT WORKING***

Roku: Error createDrmSession.403-102

 

I've switched from a Comcast modem to customer-owned modem. We upgraded from double play (internet and phone) to triple play (internet, phone, and TV). I get the above error message every time I try to launch the Xfinity Stream app on the Roku.

 

I've been trying to get it worked out for days. I've called them every day since Monday 1/14/19 and taken it up to tier 3 support several times. No one seems to be able to help by phone. I see many people have had problems with the Xfinity Stream app on Roku after changing their modem. My MAC numbers match. I asked the phone support people about the MAC address and they said everything looks fine. I've seen this person ComcastElla say that she can help with the 403-102 error message, to just PM her with the relevant account and modem info. I have PMd but no response as of yet. I wonder if she is the only representative on the forum that is able to help with this issue?

 

The tier 3 support person said that it was because of an outage. I asked him several details about this supposed outage. How long as the outage been going on? Since 1/10/19, he said. I asked what the outage was – considering there are NO outages in my area according to the Xfinity outage map, and ALL of my services are functioning – internet, TV, VOIP phone, Xfinity streaming from all other devices on my home network and away from my home network, and the ability to stream any other app on my Roku. The only thing that is NOT working is the Xfinity stream app from my Roku. This to me does not say “outage” it says “software problem.” And the software problem relates to how the Stream app is communicating to Xfinity about to what network the Roku is connected. How does Xfinity Stream app determine I am on my home network? Probably by verifying my modem is connected to Xfinity, which is done through a Modem ID or the Roku ID– a serial number or MAC (Media Access Control) address or the DNS or something. Which to me sounds like a database or software issue.

 

I wonder if anyone has had this issue and was able to get it resolved? Was it indeed because the MAC address was incorrect somewhere? Mine seems to match and yet the problem still persists. The person RustyBen seems to have some knowledge of the issue and he even commented on my previous question asking me if my MAC address matched what was on the account. It does, and I wrote back as such but haven't heard back from him, either.

 

How many times is phone support going to make me restart my: TV, Roku, uninstall/reinstall the Stream app, check my network connection, ID my wifi name on my Roku, my TV, check my stream app on my computer and phone, reregister my Roku… I don’t think the issue is on my side!

 

Expert

Re: Roku (Error createDrmSession.403-102)


@ks99 wrote:

Yes, the characters match exactly. In addition to my active modem, the old comcast modem that I returned this week is still listed under my "devices," if that matters.


call 800-Comcast and select billing and ask the agent to fix the gateways to 'only' have the one you are now using. 



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Frequent Visitor

Re: Roku (Error createDrmSession.403-102)

Thanks- I have spoken to billing and they said there is 1 active modem showing on the account and one inactive one. I asked them to remove the inactive one and they basically said they couldn’t (or wouldn’t).
Official Employee

Re: Roku (Error createDrmSession.403-102)

Hi, ks99! Thank you for posting. I can check your account and I see that you already sent me a private message. I will reply back in a second. 


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Frequent Visitor

Re: Roku (Error createDrmSession.403-102)

OK now the comcast device is no longer showing. It only shows my Netgear modem. They must have finally removed the 2nd device from the account. But I am still getting the error message. Also I cannot stream Xfinity from my phone or computer which are also connected to my home wifi. Both don't recognize that I am on my in-home wifi. So I don't think the issue is with the Roku.

Frequent Visitor

FIXED - Stream App not seeing home network error 403-102

For those of you who have the Error createDrmSession.403-102 message when you try to run the Xfinity Stream App -

Mine had not been working all week from any device on my home network. It kept on saying I needed to be on my home network even though I already was. I called a million times and escalated again and again, and everyone kept on telling me to reboot and relaunch everything, and to check to make sure the modem MAC address matched from the modem to my account (it did). First they said it was because of my cable box (not so), then they said it was because of my customer-owned modem wasn't supported (it was supported), then it was because of a problem with my Roku (it wasn't), and then they told me that it was not working due to an "outage" and that it was going to be fixed soon. So I was skeptical, of course.  I asked what kind of outage - I'm thinking an outage usually means a hardware issue like servers crashing or physical cables are broken, and no outage was listed on my account or on any maps, so I asked if it was because of that or was it actually a software issue? And he said yes, it was a software problem and they were working on it and it would be fixed soon. They said that every day for days with no result. But all of a sudden this evening it is working. No explanation. Just started working. No idea what the fix is and no one will explain. So- Good luck...

New Poster

Re: Roku (Error createDrmSession.403-102)

Hello. I’m not able to send a private message to @ComcastElla what am I missing? I’m having the same issue with my Roku saying that I’m not on the right network. This happned all of a sudden after working for a year
Official Employee

Re: Roku (Error createDrmSession.403-102)

Hello,

 

@ks99 - I'm back to the office, I will check your account asap. 

 

 

@Ms05 - Your PM feature is already enabled. Please note, you have to post publicly first in order to get a PM feature. Please try to send me a private message and let me know if you get any issues with it. 


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Frequent Visitor

Re: Roku: Error createDrmSession.403-102 ***STILL NOT WORKING***

Having the same problem. Went through all the basic reset procedures with 3 different levels of tech support with no luck. After day 4 I was told about the outage and there is no time frame to get it fixed. 

Also PM ed to ComcastElla with all my info but I am still waiting for a response. 

If this is a universal issue and ComcastElla has the fix can we just post it on the public forum?

If it is related to the modem communicating with the server then what is the fix?

Thank you

New Poster

Re: Roku (Error createDrmSession.403-102)

@ComcastElla 

any way to get help with this issue still? will try to send a PM.

Regular Visitor

Re: Roku (Error createDrmSession.403-102)

I'm having this exact same issue and sent a PM with account details.  Lokking forward to your reply and getting it resolved.

 

When I called in this morning I was told there was an issue/outage that would be fixed by 10pm tomorrow....the guy I talked to did not have any other details or seem confident in this information.

Regular Visitor

Re: Roku (Error createDrmSession.403-102)

Hello, I have the same issue after i installed my own customer provided modem. just looking to see if my issue is able tobe resolved like the others. Thanks.

Expert

Re: Roku (Error createDrmSession.403-102)


@rjbrown911 wrote:

Hello, I have the same issue after i installed my own customer provided modem. just looking to see if my issue is able tobe resolved like the others. Thanks.


does your modem/gateway's HFC MAC address match exactly the serial number listed on the my account app? (select the internet tab and then the gateway).



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Regular Visitor

Re: Roku (Error createDrmSession.403-102)

Hey, I'm actually all set now. Had a tech coming out anyway for a different matter (just got new netgear cm1150v and when I run the line tests I only show 4 bonded upstream channels instead of 8, apparently outside plant doesnt support the 8 upstreams.) He went with his phone and did the authorization and ot started working. I guess it didn't provision properly when i ran it myself because i was connected through the modem trying to do it. The people I talked to last night tried a bunch of different things and tried reprovisioning it several times. Not sure why ot took this time but I'm not complaining.
Regular Visitor

Re: Roku (Error createDrmSession.403-102)

And to answer your question, yes it did match. That was one of the things they tried last night, having me verify it.
Regular Visitor

Re: FIXED - Stream App not seeing home network error 403-102

I had this problem with Roku a few weeks back, and the had no clue.  My hunch was that I changed the main password on the Xfinity account and although the system picled it up everywhere, and seemed to authorize when code from Roku is typed in, the aoo itself kept giving this 403-102 error message.  Then in three days, all of a sudden. the app started working.  TOday, I receive a message from Xfinity that I need to change my password, which I did. And you guessed it right - I'm at square 1 - the app gives me the 403-102 again.  I guess it will fix itself in a few days, but having heard about this issue for several years (trend), this should have been solved a long time ago.  Xfinity - stop waisting users time!Fix the issue and provide competent answers!

New Poster

Re: Roku (Error createDrmSession.403-102)

Hello,

 

I am also getting this error message on every roku that we have tried to set up.  We have a customer bought modem that was set up on my XFINITY as my modem.  We have uninstalled and unplugged the roku, checked the router up, and restarted the modem with no success.

 

Help!

Regular Visitor

Re: Roku (Error createDrmSession.403-102)

Hello,  I am having the same issues with my ROKU device.

I spent over 4 hours on the phone with Tech support and they were of no help.

How do I Private Message @ComcastElla ???  so this problem can be resolved. ?

Expert

Re: Roku (Error createDrmSession.403-102)


@Sikoraj wrote:

Hello,

 

I am also getting this error message on every roku that we have tried to set up.  We have a customer bought modem that was set up on my XFINITY as my modem.  We have uninstalled and unplugged the roku, checked the router up, and restarted the modem with no success.

 

Help!


please use the roku remote and highight the stream app channel. press the * button and remote the app. reinstall the app, sign in. working now?



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Regular Visitor

Re: Roku (Error createDrmSession.403-102)

My Roku is displaying the same error.  This is my first time posting.  Hope I am able to contact 

 
Expert

Re: Roku (Error createDrmSession.403-102)


@SPrado66 wrote:

My Roku is displaying the same error.  This is my first time posting.  Hope I am able to contact 

 

some changes were made to the system but need to follow these direcitons to make the changes in effect on your device. please use the roku remote and highight the stream app channel. press the * button and remote the app. reinstall the app, sign in. working now?



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: Roku (Error createDrmSession.403-102)

Hello all,

 

Please be aware that Private Messaging is disabled for new forum users (please refer to this announcement https://forums.xfinity.com/t5/Customer-Service/Private-Messaging/td-p/2936832). After you post publicly, it can take some time (less than 24 hours) to activate the PM feature. 

 

I'm in the office Sunday through Wednesday, 9 AM - 7:30 PM MT. 

 

Thank you all for your patience! 


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Regular Visitor

Re: Roku (Error createDrmsession.403-102)

I am having the same issues as all the rest of the posts with the (error createDrmsession. 403 - 102 and would like to have answers as to how to fix this problem... all my systems say everything is working and I still get the error on the Roku.