Streaming app not working on my iphone

[gentzy]

Xfinity

I have seen others have posted this problem but i haven't seen a solution.

I have contacted support via telephone and after HOURS of troubleshooting, nothing worked.

I have reinstalled and installed my app several times.  Connected and reconnected my wifi. I even reset my iphone to no avail.....any suggestions?????

[Rustyben]

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@gentzy wrote:

Xfinity

I have seen others have posted this problem but i haven't seen a solution.

I have contacted support via telephone and after HOURS of troubleshooting, nothing worked.

I have reinstalled and installed my app several times.  Connected and reconnected my wifi. I even reset my iphone to no avail.....any suggestions?????

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what is your phone's operating system? what version? is it an original OS or some kind of developer type?

[gentzy]

it's an iphone 11, with the latest ios 13.4.1 software update

[Rustyben]

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@gentzy wrote:

it's an iphone 11, with the latest ios 13.4.1 software update

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ok i've got the iphone 11 pro and it works fine. go to the app and select the hamburger and then settings (gear). go down to sign out and sign out. exit the app. find the icon of the app on a home screen page and long press until it shakes. press the red x or delete option. after removed, power down the phone (not just lock it) by long-pressing the power button until slide 'off' appears on the screen and power it down. after two or so minutes, power the phone back on and reinstall the app. sign in, and be sure to accept the terms and conditions. now works?

[xtvoffshore]

Hello @gentzy,

Can you tell me more about what difficulties you are experiencing on the iOS Stream App so we can look further into the issue?

Thanks

[gentzy]

I have tried that and it still doesn't work.  Reset settings on my iPhone too to no avail. 

the odd thing is when I install the app I get the icon on my home screen but if I go to iPhone settings it does not list that app as installed.  I think that's some of the problem but don't know how to fix. 😞

[gentzy]

I have tried that and it still doesn't work.  Reset settings on my iPhone too to no avail. 

the odd thing is when I install the app I get the icon on my home screen but if I go to iPhone settings it does not list that app as installed.  I think that's some of the problem but don't know how to fix. 😞

[Eighty80]

I'm also have trouble with the stream app on my iPhone 11.  I've been getting the error code "Playback Issue :: TVAPP-00261  A DRM error has occurred. Please try restarting this video stream."  This doesn't impact the TVGo channels, I'm able to stream those just fine.

It starting happening off and on on May 2nd, and now continously getting that error since the early AM on May 3rd.

Also the Roku app isnt working, it just goes to a blank screen when selecting a channel but no error code pops up.

It is still happening on the latest iOS app update v5.14.1.1644.

This is happening on multiple devices, with different logins under the same Xfinity account.  Getting the same TVAPP-00261 error on my iPad.  On my laptop via Chrome, I get an error "This video cannot be played   We've run into a problem while streaming  Airdate: 5/4 (Error TVAPP-00281)"

[gentzy]

iPhone 11.  Latest uodate

[gentzy]

I can't access it at all.  Error just says something went wrong. Please try again. 

the odd thing is the streaming app is on my home screen after I install but if I go to my iPhone settings and scroll down to see all my apps it isn't there????

[ComcastRicah]

Hi @gentzy,

This sounds like an app download issue. At this time, the suggestion is to folloq the below steps:

1. Delete the Xfinity Stream App from your device
2. Complete a forced restart  on your device 
3. Reinstall app

Please reach out if you need anymore assistance. Thanks.

[gentzy]

Still not working.  Even signed out of iCloud and tried.   Grrrrrrrr

[ComcastRicah]

Hello @gentzy,

Very sorry to hear that the suggested solution didn't work. We've taken another look and unfortunately there are no further suggestions we can offer other than reaching out to Apple Tech Support. Our visibility is limited because the app can not fully initialize. 

We always appreciate you reaching out and wish there was more we could do.

[giz11]

Will this be escalated in anyway? Any contact between Apple/Xfinity?

[xtvoffshore]

Hello @giz11,

We have escalated this to the extent that we are able to. There will not be any interfacing between Apple and Comcast regading this. This issue is happening on the device level and must be escalated by individual users to Apple.

Thank you.

[Eighty80]

My problem might have been differnet, and might have been an isolated case.  I was able to get my problem resolved via support on Twitter.  Required support person to do something on their end to the DVR and for me to manually re-boot the DVR and all the cable boxes.  I never would have suspected my cable boxes had anything to do with live tv in Stream app.

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@gentzy wrote:

I can't access it at all.  Error just says something went wrong. Please try again. 

the odd thing is the streaming app is on my home screen after I install but if I go to my iPhone settings and scroll down to see all my apps it isn't there????

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@gentzy I reccomend you provide a more detailed description of the problem you are having, and the steps to reproduce the issue.  Are there any error codes? Are you able to provide screenshots of the "something went wrong message".

I highly doubt there is a problem installing the app on your device.   As you said the app appears on your home screen.  And it is normal for the app to not appear right away in the iOS settings app, sometimes it will appear only after the app is launched and requests permission for location/notifications etc.  Also note it would be under "Stream" and not Comcast or Xfinity in the iOS settings app.

[gentzy]

For whatever reason my app is now working correctly!  I have no idea why.  

[Rustyben]

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@giz11 wrote:

Will this be escalated in anyway? Any contact between Apple/Xfinity?

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apple would have you uninstall the app, then back up your phone and then reset to factory default (complete reset). then restore your phone with the backup. then reinstall the app. you would need to agree to the terms and conditions when signing into the app. 

did you ever uninstall the app and then turn the phone completely off (not just lock it). after 2-3 minutes power the phone up (apple icon will appear on screen). after entering your password reinstall the app, sign in and agree to the terms and conditions. 

[Nanbaq]

I had exactly the same problem as you, went also through long calls with Comcast support, and they finally came with the same solution: to contact Apple. After digging and thinking I just solved it by disconnecting my vpn. Vpn was causing the app not recognizing I was connected to my own network. Hope this maybe helpful to you.

[appprobsolver]

We turned power off the xfinity tower for 10 seconds then turned back on. The streaming app on our phones then worked after the tower rebooted. It is something to do with the tower in your house.