Netflix Issue

[Giants_Fan]

In the last week I've encountered an issue with using Netflix through X1.  Whenever I try to play a TV show or movie the content would start for a second or two and then I get the following message and error code:  "We're having trouble playing this title right now.  Please try again later or select a different title" error code tvq-pm-100 (5.2.4).  Sometimes I don't even get the message.  The screen will freeze and then the STB will reboot by itself.

I've tried exiting and restarting the Netflix app and rebooting the STB multiple times ( even unplugging the STB ), but the issue persists.

I am able to play Netflix content on my TV through Chromecast and my blu-ray player app, just not using X1.

Anyone else having this issue?

7/7/18 Update:  Still having the same issues w/ X1.  Just finished doing the Button A reset and Netflix login and rebooted the STB and it's still giving me the same error message and/or freezing and rebooting on it's own.  Watched 3 hours of Netflix  content last night using my blu-ray player app and there were no issues.

8/1/18 Update:  Nothing new to report.  Still getting same error code after a few seconds of content.  Sometimes Netflix just freezes and after a couple of minutes the X1 box reboots.  This is occuring even after the UI update of the Netflix app.

8/3/18 Update:  Happy to report that the issue appears to have fixed itself.  Have been able to use the Netflix app on the X1 box for the last two days with no error code popping up or screen freezing or rebooting.  Here is hoping that the fix will hold.  Fingers crossed.

[jwot]

I am having a similar issue.  My netflix and youtube say that I need Xfinity internet which I already have.  Affecting all 4 of my boxes.

[RobertWy]

Do a Netlix system refresh with the A button. Press the A button on your remote control, scroll to the right and select Reset Netflix. All set. You can open Netflix onX1 by selecting Restart Netflix.

[jwot]

That is not an option that comes up. Only options close to what you are referring to are: restart and system refresh. I’m trying the system refresh.

[JerryLVSF]

I have the same issues as the original poster. Doing the A button routine to reset Netflix does not solve the issue. Problem remains the same.

[wandaharris]

Same issue - for 3 days - have requested Technician.

[Rustyben]

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@JerryLVSF wrote:

I have the same issues as the original poster. Doing the A button routine to reset Netflix does not solve the issue. Problem remains the same.

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after you reset netflix and then start the netflix app again, walk me through what you saw and any error messages that appeared on the screen.

[Rustyben]

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@wandaharris wrote:

Same issue - for 3 days - have requested Technician.

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when you run the Netflix app, what happens on the screen? did you try the A button "Reset Netflix" menu?

[jwot]

There is no reset Netflix. Also I just got a robo call from Comcast stating that my problem should be fixed but still not fixed. What the heck.

[HeatherB31]

I’m having the same issue of my apps saying I need internet service which I have. I got the robo call at 5:00 pm est time today an called an was told it must of been a glitch because the issue is still not fixed with no ETA. I just went ahead an sceduled a tech to see if he can do something. You would think with an outage that’s affecting so many they would expedite the problem.

[Rustyben]

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@jwot wrote:
There is no reset Netflix. Also I just got a robo call from Comcast stating that my problem should be fixed but still not fixed. What the heck.

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were you pressing the A button on your X1 remote? 

[sperling3920]

I’ve had the same issue for the past 3 days. There’s a problem on Comcast’s end. 

[jwot]

Rustyben, of course I hit the A button. It is not complicated.  I don't understand why you keep repeating the same message.  Multiple people have told you that it is not an option or does not work.  But thanks for trying.

[Rustyben]

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@jwot wrote:

Rustyben, of course I hit the A button. It is not complicated.  I don't understand why you keep repeating the same message.  Multiple people have told you that it is not an option or does not work.  But thanks for trying.

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if the device is an x1 set top box (except for rng150 companion) it has access to internet including Netflix. the A menu on all devices have the Reset Netflix option. When a customer says the option is not there, since we are only customers too we can't see what equipment the person is using. For example if they are using a Roku they may have posted in the wrong area of the forum so the question lets us work together to fix problems.

[jwot]

Yes X1 comcast box.  Yes hit the A button on the voice command remote.  This box was new as of 2 months ago.  Netflix was working not surprisingly up until the day the fiber cable got cut and had nationwide problems for Comcast.  Since that day my Xfinity set top boxes have given the same error message.  It says that I need to upgrade my subscription to xfinity internet which I do have.  The tech who I called at Comcast confirmed that yes I do have Xfinity internet subscription.  They tried to send a reset signal that didn't work.  They then told me that I would get a call regarding this issue in 48-72 hours.   I got that call yesterday afternoon it was a robo call saying that the "problem was fixed".  I went to the same main box and it was still not working.  I hit the A button again and still no option for Netflix reset.  So I tried system refresh and system restart.  Both still did not work.  So in conclusion still waiting on someone from Comcast to solve this issue.  Maybe it is as simple as needing a new stb.  Thanks and I hope this explains all steps taken.

[RobertWy]

There are other threads about this issue; here is one:

https://forums.xfinity.com/t5/X1/Apps-on-X1-Box-saying-I-need-Internet-Service/m-p/3112933#M151631

[jwot]

looks like they fixed it.  I can access netflix again. Also when I hit the A button the reset netflix option is now available to me again.  

[Jiman49]

Now I am having the issues you described. I’ve gone through all of the suggested fixes—restarting and resetting the x1 box, restarting and reloading the Netflix app, etc.—with no success. Netflix generates the error message on the tv connected to the main x1 box, but plays fine on the tv connected to the satellite box. Comcast has been doing a lot of work in the area, and we just had several outages here within the last few days.

[weugene]

I'm having the same problem and "Reset Netflix" did not work.  One of two things happens:  either I get the message about the system having trouble playing this selection right now, try later or the picture locks up completely and I have to manually press the power off button on the X1 box. (or I get the message and lock-up together).  My Android TV can play Netflix selections through the Internet connection without any problems.  This problem is all down to Comcast.

[Jiman49]

Still have this issue with Netflix. Comcast reported more outages in “my area” yesterday (internet, tv, and voice), although none of my services seemed to be affected. When I looked at the outage map, the problems seemed to centered about two zip codes away but my home location was the only one in my immediate neighborhood highlighted as having issues.

[Rustyben]

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@Jiman49 wrote:

Still have this issue with Netflix. Comcast reported more outages in “my area” yesterday (internet, tv, and voice), although none of my services seemed to be affected. When I looked at the outage map, the problems seemed to centered about two zip codes away but my home location was the only one in my immediate neighborhood highlighted as having issues.

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press the "A" button on your remote. press 'right' and see if "Reset Netflix" shows up just before Connection Status" menu. 

[richard5222]

I just spent an hour and 40 minutes on chat, rebooting and resetting, and the guy finally told me "I don't know why it doesn't work".  I either get the tvq_pm_100 (5.2.4) message (almost always within 60 seconds, usually a lot loss) or the Xfinity box completely locks up when running the Netflix app.

[Jiman49]

I’ve already rest Netflix by navigating through the xfinity settings and help menu. Would your way be any different in the end?

[raymo2]

tvq-pm-100 (5.2.4) issue is occurring, according to netflix on the dvr box with xfinity.  I have had this for the past 3 days.  Netflix admitted to me that they are working on it, but offered no schedule or compensation.

[KerryHeather]

having same problem trying to play netflix, play a few then We're having trouble playing this title right now. Please try again later or select a different title. Good to see not just me having the problem.

[RobertWy]

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.

[steveoregon]

Same probelm here in Portland Oregon, started about a week ago.  The issue can occurr immediately, or you might be able to watch about 5 seconds of a Netlfix show. Then, one of the following occurs:

• "We're having trouble playing this title right now. Please try again later or select a different title"
• Locks up X1 box for about a minute, then the X1 box reboots.

Tried the Netlifx reset option, no help.

Accessing Netflix through Roku, everything WORKS FINE.

Looks like a Comcast issue.  Reminds me of the time when the YouTube app didn't work, took them weeks to fix it.

Also, after 1.5 years, I still have this problem HERE

[raymo2]

4 days now for me

[ComcastJoeTru]

Hello all. We apologize for any inconvenience. We currently are experiencing a known issue with the Netflix App on X1 affecting some customers: "X1 devices getting a static/stuck screen using Netflix upon exiting the application and/or buffering/freezing on playback". We have our video engineers involved, and a permanent solution is in the works. In some cases, a temporary work-around is to power cycle your X1 box. 

We thank you for you patience while we work on this issue. 

[raymo2]

That is NOT a solution.  This occurs on multiple titles (every one I've tried) after a few seconds.

[Bcatdog]

Any updates to this?  I have 4 boxes total in my house. The 2 that are DVR's are having this issue. The 2 that are not DVR's work fine. Been an issue for a week or so.

[RadTV]

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@ComcastJoeTru wrote:

Hello all. We apologize for any inconvenience. We currently are experiencing a known issue with the Netflix App on X1 affecting some customers: "X1 devices getting a static/stuck screen using Netflix upon exiting the application and/or buffering/freezing on playback". We have our video engineers involved, and a permanent solution is in the works. In some cases, a temporary work-around is to power cycle your X1 box. 

We thank you for you patience while we work on this issue. 

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I have seen the Issue twice with a message stating "Netflix Plugin". You are correct a temporary solution is to reboot X1. I wonder if it's related to a new plugin they might be using from the UI revamp launched july 18, 2018?

[shrnputer]

Still issue for me in Portland, Oregon  Anyone have a solution yet?

[Jiman49]

I had had no luck over the last couple weeks here in Sacramento, trying out the Netflix app periodically over that time. A little while ago I decided to try restarting the app one more time using the procedure outlined here:

https://www.xfinity.com/support/articles/netflix-x1-app-frozen

This time the process seems to have worked—at least temporarily. I’ve been watching for about an hour without any problem. We’ll see if the problem appears again.

[RobertWy]

I no longer have the issue.

[steveoregon]

Problem still here Portland Oregon.

[RobertWy]

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@steveoregon wrote:

Problem still here Portland Oregon.

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Did you try another Netflix Reset?

[Bcatdog]

I just did the reset last night and it’s still not working for me.

[steveoregon]

Tried watching Netflix twice this morning (once for over 30min).  So far, it seems to be working.

EDIT UPDATE:  After about three days, and watching Netlifx several times,  the issue appears to be resolved for me.

[Jeffery1221]

I just did a reset. I checked this thread a few days ago for the solution. The reset Netflix option works but it only lasted a few days. I really don’t want to do this every week.

[Jeffery1221]

Within 2 hours of my Netflix reset my X1 box shut down and restarted while watching Netflix. I won’t use the X1 box for Netflix anymore until they resolve this issue.

[raymo2]

Problem persists for me.  into 3rd week, with now question about sending a tech out.

[RadTV]

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@raymo2 wrote:

Problem persists for me.  into 3rd week, with now question about sending a tech out.

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A tech can't resolve the issue as this appears to be software related because it's affecting multiple users. Waiting for an update from JoeTru.

[Jeffery1221]

This is either a firmware issue on the user end or a server issue with Comcast and Netflix. No service tech is going to fix this.

[RadTV]

The app just received the new UI update so I wonder if there were any bug fixes? Time to test it out.

[Jiman49]

I watched an old episode of “Black Mirror” last night. On my first attempt, I got the “We're having trouble playing this title right now. Please try again later or select a different title...” message. I tried again and was able to watch the episode all the way through.

That’s progress, I guess, but the problem has not been completely solved. I’m hoping we hear soon from someone directly connected with Comcast with an official update.

[Syncrohaus]

Ah Comcast. $182.19/month for this torture. I have the same problem. 4 hours spent so far trying to resolve. No solution in sight. Comcast engineers working on it. I won’t hold my breath.

[eyekwilt]

I am so happy to have found this thread.  We started having this trouble about 2 weeks agao, but only with the DVR mainbox.  The other boxes work fine.  I have rebooted and reset everything possible and we can play Netflix through our Firestick, so it is not the TV.  Ironically, the person I talked to about the problem last week claimed that he had never heard of this problem.  I guess I didn't hear his little coughs at the end!  I am happy to know that I am not the only one with the problem. Now to wait for a solution.

[eyekwilt]

I had reset Netflix at least 3 times, including one time while the comcast person was on the line and  it never worked.  I just reset it using the A button and it seems to be working--at least now. Maybe they just got it repaired? 

[Rustyben]

before replying, please see @ComcastJoeTru's post by scrolling on this thread back to 7/18/2018. 
the standard fix for this per Netflix (https://help.netflix.com/en/node/59988) is to restart Netflix and to reboot the set top box. to do this, press the A button on the remote and run the reset Netflix option. when complete, reboot the set top box.