Community Forum

Security error explanation ?

Frequent Visitor

Security error explanation ?

 

https://xtv.comcast.net/ftde/adding-device

Sorry, we're having some trouble.

XFINITY TV is not available at the moment. Please try back soon.

(Error xacsa / xacsa.xact.3370.1000937: Internal DRM or DRM server security error)https://xtv.comcast.net/ftde/adding-device.)

 

Questions and Answers:

Have you paid your Comcast bills? Yes
Is your location correct? Yes. IP Location is correct as shown by both my System App and by my DNS Leak Test
Is the clock time correct? Yes.
Have you allowed Comcast cookies? Yes. xfinity.112.2o7.net, comcast.net, login.comcast.net, mail.comcast.net, web.mail.comcast.net, xfinitytv.comcast.net,,
and other Comcast cookies.
Does your Account File appear to be correct? Yes.
Do you use XfinityConnect? No.
Do you use an email client? No
Which browser/version do you use? Chrome with automatic updates.
Have you cleared your browser cache? Yes. I also clear using History Eraser App. It clears many items.
Which operating system? Chrome OS
Which apps do you use? All apps and extensions are from the Google Web store.
Does the problem still exist when all extensions and apps are turned off: Yes
Have you tried access via other browsers? Yes, Internet Explorer on the Google Cloud, Bing, and Oscobo.
Can you transact business? Yes. I can place and receiver items from Amazon, but I receive no emails from Amazon.
Have you checked Flash? Yes. "Your Chromebook already includes the latest Adobe® Flash® Player built-in containing all known security fixes. It will automatically update when new versions of Flash Player are available."
Have you checked your internet connection. Yes.
My gateway is via a Xfinity/SMC, smcd3gnv - ***; no connection problems. I ran http://10.0.0.1/user/troubleshooting_logs.asp and found no problems.
System Software Version
eMTA & DOCSIS Software Version:3.1.5.5_IMS
Packet Cable:2.0
WiFi LAN port (2.4 GHZ)
WiFi link status:Active
MAC Address:00:26:***

Please tell me if you need more information.  Thank you for considering my problem.



 

Gold Problem Solver

Re: Security error explanation ?


bjhenders88 wrote:

 

https://xtv.comcast.net/ftde/adding-device

Sorry, we're having some trouble.

XFINITY TV is not available at the moment. Please try back soon.

(Error xacsa / xacsa.xact.3370.1000937: Internal DRM or DRM server security error)https://xtv.comcast.net/ftde/adding-device.)

 

Questions and Answers:

<snipped for brevity>

Please tell me if you need more information.  Thank you for considering my problem.



 


For device adding issues, call into Comcast @ 1-800-266-2278 or 1-800-934-6489 and speak with a CSR to begin the troubleshooting process.  This may need to be escalated to Tier 2 support.


The Support Forums are "public" forums and you should not post identifiable information - (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers, the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing. Comcast Official Employees (OE) are identified with RED lettered User Names. Comcast Appointed Experts are identified with GREEN lettered User Names.

Frequent Visitor

Re: Security error explanation ?

My DRM problem has been resolved on an escalated ticket.  Some of you may see a new error message that explains how you can watch online Live TV.  I had reset my Adobe storage files.  The files were reset, but my viewing license was lost.  Lost was the default setting for Flash.  The default was set by Adobe, not by Comcast.  Now Comcast has changed the options such that you can restore your viewing license by following the instructions given.