After modem change, Roku xfinity app won’t work: Error createDrmSession.403-102)

[Njkathy]

I changed out a no longer supported customer-owned modem to a Comcast approved Motorola MB8600 and installed a new Roku + 3810. The internet and wifi are working, and My Account on xfinity shows the new modem with proper serial number.  I rebooted the modem and router and the Roku, have authorized Roku 3 times, nothing works. Roku works, but the xfinity app gives an error message that I can only use the device on my home network. (Error createDrmSession 403-102) but I am on my home network.  This seems to be a common problem, but none of the solutions posted here have worked.   Hope somebody can help! The Roku was suggested by an Xfinity rep as a way to save the monthly fee on a cable box, but this is frustrating.

[Rustyben]

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@Njkathy wrote:

I changed out a no longer supported customer-owned modem to a Comcast approved Motorola MB8600 and installed a new Roku + 3810. The internet and wifi are working, and My Account on xfinity shows the new modem with proper serial number.  I rebooted the modem and router and the Roku, have authorized Roku 3 times, nothing works. Roku works, but the xfinity app gives an error message that I can only use the device on my home network. (Error createDrmSession 403-102) but I am on my home network.  This seems to be a common problem, but none of the solutions posted here have worked.   Hope somebody can help! The Roku was suggested by an Xfinity rep as a way to save the monthly fee on a cable box, but this is frustrating.

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did you by chance also move during this time? does a smart phone/tablet work while using your own home wif?

[Njkathy]

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@Rustyben wrote:

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@Njkathy wrote:

I changed out a no longer supported customer-owned modem to a Comcast approved Motorola MB8600 and installed a new Roku + 3810. The internet and wifi are working, and My Account on xfinity shows the new modem with proper serial number.  I rebooted the modem and router and the Roku, have authorized Roku 3 times, nothing works. Roku works, but the xfinity app gives an error message that I can only use the device on my home network. (Error createDrmSession 403-102) but I am on my home network.  This seems to be a common problem, but none of the solutions posted here have worked.   Hope somebody can help! The Roku was suggested by an Xfinity rep as a way to save the monthly fee on a cable box, but this is frustrating.

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did you by chance also move during this time? does a smart phone/tablet work while using your own home wif?

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Thanks for the reply, @Rustyben  No, we did not move.  Same Comcast location for 30 years.  I just checked my iPhone, and initially got a message that due to licensing, I had to be on my home wifi, but on the second try I can live stream all channels with no problem.  Ipad also streaming on wifi with no problem on xfinity app.  Same with iMac.  The Roku still gives the same error message.  The Roku was brand new out of the box, has never been used with any other account or at another location.  I keep seeing other replies on here that say some sort of modem permissions have to be changed by Comcast, but I will need someone from Comcast who can look into it.  We did have a Comcast business account at this address years ago when we had a home office, so maybe there is some mixup there, but it’s strange that everything works except Roku.  I tried deleting the xfinity app from Roku and adding it back.  No change.  Same error message.

[Rustyben]

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@Njkathy wrote:

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@Rustyben wrote:

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@Njkathy wrote:

I changed out a no longer supported customer-owned modem to a Comcast approved Motorola MB8600 and installed a new Roku + 3810. The internet and wifi are working, and My Account on xfinity shows the new modem with proper serial number.  I rebooted the modem and router and the Roku, have authorized Roku 3 times, nothing works. Roku works, but the xfinity app gives an error message that I can only use the device on my home network. (Error createDrmSession 403-102) but I am on my home network.  This seems to be a common problem, but none of the solutions posted here have worked.   Hope somebody can help! The Roku was suggested by an Xfinity rep as a way to save the monthly fee on a cable box, but this is frustrating.

---

did you by chance also move during this time? does a smart phone/tablet work while using your own home wif?

---

Thanks for the reply, @Rustyben  No, we did not move.  Same Comcast location for 30 years.  I just checked my iPhone, and initially got a message that due to licensing, I had to be on my home wifi, but on the second try I can live stream all channels with no problem.  Ipad also streaming on wifi with no problem on xfinity app.  Same with iMac.  The Roku still gives the same error message.  The Roku was brand new out of the box, has never been used with any other account or at another location.  I keep seeing other replies on here that say some sort of modem permissions have to be changed by Comcast, but I will need someone from Comcast who can look into it.  We did have a Comcast business account at this address years ago when we had a home office, so maybe there is some mixup there, but it’s strange that everything works except Roku.  I tried deleting the xfinity app from Roku and adding it back.  No change.  Same error message.

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thank you for all the information, it clearly points to the problem/fix. There is an issue in a database. call 800-Comcast, select tech support for cable TV. ask the agent to transfer you to the app support team. ask the team member to reprovision your streaming device entitlements. if someone talks about sending a hit to your home equipment they do not understand. this is for app/streaming website. if the team member seems confused ask for a supervisor. fixed and working?

[Njkathy]

Thank you, @Rustyben .  I finally cleared a block of  time today to call Comcast with the info you provided, but decided to try the Roku xfinity app one more time before I did.  To my surprise, it’s WORKING!  I guess procrastination paid off, because it was not working two days ago, and I probably saved two hours on the phone that I would never have gotten back, even when I knew what to ask for.  I will keep using it for a while before I am confident that I can return the cable box, but so far, so good.  I really appreciate your taking the time to respond!

[Roku_broku]

Posting so I can PM...