Xfinity SME- 4k - XG1v4 - Any word on when the firmware will be updated to support Pluto

pluto tv app  on X1 box  is not working when i go in to the app on the x1  box  it said your device does not yet support this service  the pluto tv app come on X1 box  update this morning i like to know why it not working yet 

thank you 

the set top version is AX014AN_3.3P14s1_PROD_sey that both x1 boxs 

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@dan9055 wrote:

pluto tv app  on X1 box  is not working when i go in to the app on the x1  box  it said your device does not yet support this service  the pluto tv app come on X1 box  update this morning i like to know why it not working yet 

 

thank you 

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please use the voice remote command 'about' and reply with the rest of the line to the right of "STB Version..."

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@dan9055 wrote:

the set top version is AX014AN_3.3P14s1_PROD_sey that both x1 boxs 

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not heard of issues with the 4k DVR. 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.

Hello, all, thank you for taking the time to reach out! I'm sorry to hear about the issues with the Pluto TV App. I'm happy to help! To get started, can you please send me a PM with your first and last name? I'd like to troubleshoot through the account directly. Thank you! 

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

i am having the same promblem too as well 

Pluto TV is nto working for me either. Seems to start via voice control, then just goes to a blank screen.

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@bruistopher wrote:
Rustyben and OP,

I don’t have access at all either (Your device does not yet support this service) and my STB Version is the same as OP:

AX014AN_3.3p14s1_PROD_sey

And it’s an 4K box also.

I know it just launched on the X1 boxes but weird that the 4K box isn’t supported.

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My Pluto tv was working fine on 4k DVR but after firmware downgraded to a 3/22/19 version I see pluto is not working for me either. no explanation from Comcast so far on why it reversed back 3 firmware versions on my xg1v4. the xg1v2's that i have have not been downgraded and work fine with pluto TV.

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@mycooler wrote:
4k dvr here, having the same problem.

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are you down to the firmware 3/22 version too? (about command)

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@ComcastAlly wrote:

Hello, all, thank you for taking the time to reach out! I'm sorry to hear about the issues with the Pluto TV App. I'm happy to help! To get started, can you please send me a PM with your first and last name? I'd like to troubleshoot through the account directly. Thank you! 

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

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I'm having the same problem. It seems only the 4K DVR is affected. The XG2 works fine. PM sent.

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@RadTV wrote:

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@ComcastAlly wrote:

Hello, all, thank you for taking the time to reach out! I'm sorry to hear about the issues with the Pluto TV App. I'm happy to help! To get started, can you please send me a PM with your first and last name? I'd like to troubleshoot through the account directly. Thank you! 

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

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I'm having the same problem. It seems only the 4K DVR is affected. The XG2 works fine. PM sent.

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did your firmware get backed down to the 3/22 version (like mine)?

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@Rustyben wrote:

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@RadTV wrote:

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@ComcastAlly wrote:

Hello, all, thank you for taking the time to reach out! I'm sorry to hear about the issues with the Pluto TV App. I'm happy to help! To get started, can you please send me a PM with your first and last name? I'd like to troubleshoot through the account directly. Thank you! 

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

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I'm having the same problem. It seems only the 4K DVR is affected. The XG2 works fine. PM sent.

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did your firmware get backed down to the 3/22 version (like mine)?

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The 4K DVR is currently using

FW 3.3p14s1

XG is currently using

FW 3.7p2s2

I haven't gotten release 100.02 yet