Cannot use Xfinity Stream app on Roku - createDrmSession 403-102 error

[DreadingL1]

In an effort to summon the all-powerful @CCElla , I am queueing in what appears to be a long line of people experiencing the 403-102 error.  While trying to use the XfinityStream app on my Roku Streaming Stick.

I have my own Arris CM820A modem.

I have an Orbi Router with 2 satellites.

I talked to “Jane” in customer support who diligently walked me through her troubleshooting script before referring me to the Advanced Team.  While I’m waiting for their call, I found another thread describing others having this challenge.   I have:

• Confirmed I can stream using the iPad app & web browser
• Confirmed internet works everywhere else in my house
• Confirmed that everything on the Roku EXCEPT the XfinityStream app works fine
• Power cycled my modem
• Power cycled my Roku
• Signed out of the XfinityStream app
• Re-authenticated on the XfinityStream app
• Provided Jane with my 6-digit code to authenticate the Xfinity Stream App (not excited about providing password over the phone - will be changing...)
• Had Jane confirm there is only one modem on my account
• Connected the Roku stick to 5GHz and 2.4GHz bands of the Orbi system
• ... and I’m guessing there’s more, but I’ll stop there.

I’m posting this primarily so that some magical algorithm determines I’m not a bot and will allow me to send a Private Message to the almighty, all-powerful @CCElla with my CMAC, first name & last name in an effort for her to invoke whatever awesome power she has which should be at the fingertips of every L1 agent who ever hears 403-102 utter to them in the future.

Sorry I didn’t respond to an earlier thread.  I could not find a way to respond - only post new...

[DreadingL1]

In today’s episode of this issue, I received a call from Jasmine on the Advanced Team.

While it wasn’t clear that she had fully read Jane’s notes in yesterday’s case - so we tried several of the same actions for a second time - with the same results.

She additionally asked me to complete a Factory Reset of the Roku Stick - which required re-authentication with Roku.

We finished the call with another power cycle of the modem, which ended up taking ~25 minutes to restore internet for the house, as the modem & Orbi router didn’t think highly of each other.

At the end of 90 minutes, Jasmine informed me that she would continue to research the topic and call me back within the hour.

I will try to make good use of that time by re-authenticating some of the 67 Roku apps which were cleared during the factory reset...  This is helping me achieve world-class status at using Roku’s on-screen keyboard to enter unique, complex passwords for each of my accounts.  I’m still hoping to see that become an Olympic sport someday.

Help me ObiWan @CCElla , you’re my only hope.

[DreadingL1]

Double feature today.  Jasmine was back with more questions and few answers.

Rounding out my 3-hour tour [cue Gilligan’s Island Theme] with Comcast Support today, I have provided my Roku model (3600X) and SW Version (9.1.0 Build 4919-24).

I also got to e-mail a screenshot of the error message to the Comcast engineering team.

Error createDrmSession.403-102 message

We did more of the modem reset happy dance (7 min cycle this time instead of 25)

I logged into the Xfinity Stream Beta app several more times to confirm the same error message 403-102.

I spent portions of the several hold times re-entering my username & passwords for the Roku apps which were wiped out during the factory reset.

After three hours, Jasmine informed me that the engineering team would need more time to look into this further - and promised that they would contact me within 72 hours.  Since I work weekdays, I will hope we can connect one of the next few evenings to see what exciting work we can do next in the continuing saga of the gripping DRM Session saga.

In the event @CCElla , @ComcastChe @CCKenF  or any other brilliant 403-102 gurus can promptly drive this toward resolution, I would sincerely appreciate it.

[Rustyben]

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@DreadingL1 wrote:

In today’s episode of this issue, I received a call from Jasmine on the Advanced Team.

While it wasn’t clear that she had fully read Jane’s notes in yesterday’s case - so we tried several of the same actions for a second time - with the same results.

She additionally asked me to complete a Factory Reset of the Roku Stick - which required re-authentication with Roku.

We finished the call with another power cycle of the modem, which ended up taking ~25 minutes to restore internet for the house, as the modem & Orbi router didn’t think highly of each other.

At the end of 90 minutes, Jasmine informed me that she would continue to research the topic and call me back within the hour.

I will try to make good use of that time by re-authenticating some of the 67 Roku apps which were cleared during the factory reset...  This is helping me achieve world-class status at using Roku’s on-screen keyboard to enter unique, complex passwords for each of my accounts.  I’m still hoping to see that become an Olympic sport someday.

Help me ObiWan @CCElla , you’re my only hope.

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for 'giggles and grins' use a PC and web browser and create a new user. us that username and password to sign in and see if that fixes the problem.

[DreadingL1]

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@Rustyben wrote:

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@DreadingL1 wrote:

In today’s episode of this issue, I received a call from Jasmine on the Advanced Team.

While it wasn’t clear that she had fully read Jane’s notes in yesterday’s case - so we tried several of the same actions for a second time - with the same results.

She additionally asked me to complete a Factory Reset of the Roku Stick - which required re-authentication with Roku.

We finished the call with another power cycle of the modem, which ended up taking ~25 minutes to restore internet for the house, as the modem & Orbi router didn’t think highly of each other.

At the end of 90 minutes, Jasmine informed me that she would continue to research the topic and call me back within the hour.

I will try to make good use of that time by re-authenticating some of the 67 Roku apps which were cleared during the factory reset...  This is helping me achieve world-class status at using Roku’s on-screen keyboard to enter unique, complex passwords for each of my accounts.  I’m still hoping to see that become an Olympic sport someday.

Help me ObiWan @CCElla , you’re my only hope.

---

for 'giggles and grins' use a PC and web browser and create a new user. us that username and password to sign in and see if that fixes the problem.

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Thank you for the reply, @Rustyben .

I’m not clear on what you suggest.  Authentication in the Xfinity Stream App is done via a mobile device - where I enter a six digit code into the webpage at http://xfinity.com/authorize I have to log into xfinity.com with my Xfinity login.  Once I enter the code & my credentials, it reports success on the website - and my TV screen updates - currently to the error page which I’ve seen so much this weekend.

I am not aware of how to create a second Xfinity login to use for this purpose.

Did you have something else in mind?

[Rustyben]

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@DreadingL1 wrote:

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@Rustyben wrote:

---

@DreadingL1 wrote:

In today’s episode of this issue, I received a call from Jasmine on the Advanced Team.

While it wasn’t clear that she had fully read Jane’s notes in yesterday’s case - so we tried several of the same actions for a second time - with the same results.

She additionally asked me to complete a Factory Reset of the Roku Stick - which required re-authentication with Roku.

We finished the call with another power cycle of the modem, which ended up taking ~25 minutes to restore internet for the house, as the modem & Orbi router didn’t think highly of each other.

At the end of 90 minutes, Jasmine informed me that she would continue to research the topic and call me back within the hour.

I will try to make good use of that time by re-authenticating some of the 67 Roku apps which were cleared during the factory reset...  This is helping me achieve world-class status at using Roku’s on-screen keyboard to enter unique, complex passwords for each of my accounts.  I’m still hoping to see that become an Olympic sport someday.

Help me ObiWan @CCElla , you’re my only hope.

---

for 'giggles and grins' use a PC and web browser and create a new user. us that username and password to sign in and see if that fixes the problem.

---

Thank you for the reply, @Rustyben .

I’m not clear on what you suggest.  Authentication in the Xfinity Stream App is done via a mobile device - where I enter a six digit code into the webpage at http://xfinity.com/authorize I have to log into xfinity.com with my Xfinity login.  Once I enter the code & my credentials, it reports success on the website - and my TV screen updates - currently to the error page which I’ve seen so much this weekend.

I am not aware of how to create a second Xfinity login to use for this purpose.

Did you have something else in mind?

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https://customer.xfinity.com/users/