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Xfinity Stream Beta app stuck on purchase screen

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Frequent Visitor

Xfinity Stream Beta app stuck on purchase screen

It seems a lot of people have had this problem for a while and that it has not been resolved.

 

For about a month the app has been stuck on purchase screen across several Samsung devices, making the app useless.

Reinstalling and removing tv from power outlet seems to do nothing.

When will this be resolved?

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Expert

Re: Xfinity Stream Beta app stuck on purchase screen


@rasmusrj wrote:

It seems a lot of people have had this problem for a while and that it has not been resolved.

 

For about a month the app has been stuck on purchase screen across several Samsung devices, making the app useless.

Reinstalling and removing tv from power outlet seems to do nothing.

When will this be resolved?


it likely isn't stuck. if you are a current cable TV subscriber, do a test. go to xfinity.com and sign in. go to account, then to users. add a new user and use that user to sign in. does the new username work?



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Frequent Visitor

Re: Xfinity Stream Beta app stuck on purchase screen

I couldn't quite do what you suggested as the the app needs to be activated through xfinity.com/authorize and a 6 digit code.

 

However, I was able to sign out (settings are available on the stuck purchase screen) and then redo the authorization, which fixed the problem.

 

I have no idea, if this would have fixed it in the first place as I had tried several times to delete, install and authorize the app, or if something changed in the authorization.

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Frequent Visitor

Re: Xfinity Stream Beta app stuck on purchase screen

I just did a reinstall on my other Samsung tv, and that fixed the issue, so I'm guessing something changed on the xfinity end.

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Regular Visitor

Re: Xfinity Stream Beta app stuck on purchase screen

Hi I just got a new Samsung smart TV - I am having the same issue. The app just loads to the purchased page and it won’t let me do anything else. I’ve uninstalled and reinstalled the app and nothing seems to work. Any suggestions?
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Frequent Visitor

Re: Xfinity Stream Beta app stuck on purchase screen

Yes, I was able to go to settings (the only option available on purchase screen) and choose to log out, when I then authorized the app, everything was fine.

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Official Employee

Re: Xfinity Stream Beta app stuck on purchase screen

Hello @rasmusrj,

 

Thank you for your feedback on the Xfinity Forums. We are happy to see that the issue has resolved for you!

 

Hopefully, to provide you with some closure, we are aware of this issue and are working toward finding a permanent solution so customers no longer have this negative experience.


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Official Employee

Re: Xfinity Stream Beta app stuck on purchase screen

Hello @Fco301,

 

You may be able to resolve the issue for your account by logging out on all affected devices and logging back in.

 

Can you try this and let us know if you regain access to your channels?


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Regular Visitor

Re: Xfinity Stream Beta app stuck on purchase screen

This did not work.The app keeps loading to the purchases page and there is nothing I can do to get out of it other than quitting the app.

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Regular Visitor

Re: Xfinity Stream Beta app stuck on purchase screen

I tried this several times and it did not work for me.

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Regular Visitor

Re: Xfinity Stream Beta app stuck on purchase screen

The screen continues to be stuck in the purchases page; I have tried logging in and out of it, nothing happens, I have also tried to delete and reinstall the application. I even found these instructions - everything works up until step 8 - I never see that main menu https://forums.xfinity.com/t5/Mobile-Apps/ANSWERED-How-to-install-Xfinity-Stream-App-on-Smart-TVs/ta...

 

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Expert

Re: Xfinity Stream Beta app stuck on purchase screen


@Fco301 wrote:

The screen continues to be stuck in the purchases page; I have tried logging in and out of it, nothing happens, I have also tried to delete and reinstall the application. I even found these instructions - everything works up until step 8 - I never see that main menu https://forums.xfinity.com/t5/Mobile-Apps/ANSWERED-How-to-install-Xfinity-Stream-App-on-Smart-TVs/ta...


do a test. go to xfinity.com and sign in. go to accounts, then users, and create a new username. use that username/password to sign in to the beta stream app.working?



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Regular Visitor

Re: Xfinity Stream Beta app stuck on purchase screen

I did what you said. However, now when I try to install the app in my TV...the app doesn't donwload at all, I click on the install button but nothing happens. The TV is wired to the internet and everything else works in it. I did notice that the app had been recently updated - the latest update is 8/6/2020...so maybe they are continuing to work out the bugs.

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Regular Visitor

Re: Xfinity Stream Beta app stuck on purchase screen

Update: I got the app to install in the TV. However, even after creating a new user profile and logging in with those credetials; the outcome remains the same. The app loads to the "Purchases" page and there is no way to get out of it or switch it. The app also bypasses the step where I am supposed to "name the device". After the authorization step - the app loads to the "purchases" page. Any help is welcomed. 

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Expert

Re: Xfinity Stream Beta app stuck on purchase screen


@Fco301 wrote:

Update: I got the app to install in the TV. However, even after creating a new user profile and logging in with those credetials; the outcome remains the same. The app loads to the "Purchases" page and there is no way to get out of it or switch it. The app also bypasses the step where I am supposed to "name the device". After the authorization step - the app loads to the "purchases" page. Any help is welcomed. 


I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.



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Regular Visitor

Re: Xfinity Stream Beta app stuck on purchase screen

Thanks Ben, I spend another 45 min on the phone with their customer service - I have been at this for about 2 weeks now - and they too said they were going to put in a ticket for me? They didn't explain who or when I will hear back from them. In any case - thanks for you input. I really wish they would get this fixed ASAP its agrevating. 

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Regular Visitor

Re: Xfinity Stream Beta app stuck on purchase screen

Any luck?

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Expert

Re: Xfinity Stream Beta app stuck on purchase screen


@Fco301 wrote:

Any luck?


i re-escalted. hopefully even with covid they they get to you shortly



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New Poster

Re: Xfinity Stream Beta app stuck on purchase screen

I am having the same issue. I have reinstalled, added an authorized user, logged in and out, and it's still loads to the purchase screen. I have access to the app on my phone and tablet. I have a Samsung SmartTV and it was working until a few month ago when I upgraded my internet service. What can be done?
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New Poster

Re: Xfinity Stream Beta app stuck on purchase screen

I am having the same issue, I have been following this post looking for an update.

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New Poster

Re: Xfinity Stream Beta app stuck on purchase screen

It appears there's no resolution to this issue. I see that you have escalated the issue however I see post back from 2019 with the very same issue. Could you please advise!!!