About CCLoriHC

CCLoriHC · ‎12-18-2017

Hi Mike Trying to figure out where to start to troubleshoot this, as I don't see any iPhones or iPads on your account—which either means that you never made it through the provisioning step, or someone has cleared devices from your account. I'm suspecting the former based on your description, but can I get a few more details so I can form a theory and get this fixed for you? Have you ever signed into the Stream app on these devices before? Were you updating to 4.7.x from a previous version of Stream, or is this a fresh install? If you hadn't signed in before or had deleted and re-installed the app, at what point does the black screen occur? As soon as you tap the app icon After tapping Get Started After signing in but before the Adding device screen Somewhere else (please specify) What iOS version are you running on each device? Thanks in advance for helping us track this down! LHC

CCLoriHC · ‎12-18-2017

For anyone getting a 106000, please also report the subcode that's shown in gray text at the bottom of the error screen, as well as the circumstances under which it occurred (playing live tv, VOD, or recording? in home or out of home? at start of playback or in the middle? which channel, tv show episode, or movie?), so we can try to troubleshoot/explain. Thanks! LHC

CCLoriHC · ‎12-06-2017

The error you're posting about is not the one mentioned in the subject of the thread, FYI. Thread is about error 3322; you're getting error 3370. Make sure the Allow sites to play protected content (recommended) setting is ON at chrome://settings/content/protectedContent. LHC

CCLoriHC · ‎11-29-2017

Are you outside the U.S., by any chance? If so, that’s why. You can download programs while inside the U.S. and take them with you, but you cannot stream or download outside the U.S. LHC

CCLoriHC · ‎11-27-2017

Hey, sorry to hear that you ran into a show with missing scenes. I've reproduced the problem you described with Empire S4 Ep 5 and have opened a ticket with the content team. In the meantime, the TV Go versions of this episode appear to be fine (at least the opening scene is not skipped). You can choose the TV Go version manually by turning off the Play Best Available option in Settings (the wheel icon next to the Search box on Web, or at the bottom of the left navigation in the mobile apps) > Playback Preferences. Once you do this, tapping the Watch button on the Empire entity screen will show you all available playback options. LHC

CCLoriHC · ‎11-24-2017

Hi I can remove all your existing devices (give me a few minutes to log in). Please consider not clearing cookies and caches when you exit your browser, which not only forces you to sign in every time you visit the Stream website, but also creates a new device on your account (which eventually leads to this error). LHC

CCLoriHC · ‎11-17-2017

Hey harphacker You likely have a different problem than others on this thread. (Unfortunately, the 106000 error code is super generic and can happen for a bunch of unrelated reasons.) Yours sounds like it might be a corrupted download. We found a case where if a download didn't complete in a single shot—that is, it might have paused while your device changed networks and then resumed—the resulting download could be missing some necessary data. This issue should be fixed in the next release of Stream (4.7.0). 106000 errors can still occur in many other circumstances, from streams being down to network errors, but this particular corrupted download case should be taken care of shortly. LHC

CCLoriHC · ‎11-09-2017

Ha, you'll need to be a bit more specific about what kind of device you're using and what's not working for us to be able to diagnose. :-) LHC

CCLoriHC · ‎11-07-2017

Hi Matthew You are receiving a 12012 error because you are not entitled to any Live TV channels (your account does not have any video service and shows as inactive). If you think this status is incorrect, please call 1-800-XFINITY to resolve. LHC

CCLoriHC · ‎11-02-2017

Most likely related to the ad load, not the WiFi/cellular network. Thank you for the info—will get a ticket opened. LHC

CCLoriHC · ‎11-02-2017

Hi Kenneth I can get a ticket opened with our Ad Tech team if one isn't already. Did you see this behavior while watching live TV or On Demand, or both? Did it occur only on certain programs or channels, or all of them? LHC

CCLoriHC · ‎11-01-2017

It could be anything from network routing to device conditions to a bad SSL cert on one of ESPN's servers, but it's unlikely to be speed. :-/ I would kill for a Charles or Wireshark log, or even a console log that might provide some clues. (If you know how to capture one of these, definitely send via Private Message. If you don't, it's ok; will continue to ponder possible causes and attempt to reproduce here.) LHC

CCLoriHC · ‎10-30-2017

Can you elaborate on what you mean by connects to your parents' account in Pennsylvania? What are you seeing in the app that you do not expect to see/not seeing that you do expect to see? Are you logging in with the email address you're using on the forums? If so, I see that your address is associated with an account in Florida with a different last name than yours. LHC

CCLoriHC · ‎10-30-2017

Hi Asia The email address you used to log into the forums is not associated with an Xfinity account. Please Private Message me with your comcast.net address, account number, or phone number so I can access your account and deprovision devices. LHC

CCLoriHC · ‎10-28-2017

That's the current version. It's being rolled out in stages. You're saying that you're still having issues with ESPN TV Go channels in 4.6.1? LHC

CCLoriHC · ‎10-28-2017

Hi Schauna I've deprovisioned all the mobile and web devices on your account. Please log back in with your new password. LHC

CCLoriHC · ‎10-25-2017

Hi Ashely While it's possible the issues you're seeing are related to iOS 11, it's more likely that the problem is the recording. Which recordings are you trying to download? If you can give me the title or channel and the recording date/time, I can try to find them in our download dashboard and see what went wrong. LHC

CCLoriHC · ‎10-25-2017

Glad to hear it's resolved for you. LHC

CCLoriHC · ‎10-25-2017

Hi First: There's no restriction on playing ESPN TV Go channels on cellular. Now that we have that out of the way... One thing that's different about ESPN TV Go channels: ESPN is responsible for delivering them. (All in-home channels and all other TV Go channels except for local NBC affiliates are delivered by Comcast.) The error code you see at the bottom of the screen is an ESPN-specific error code, so it's not surprising that it's not occuring for any other channel. It's possible that there's an issue with your device type, the library that the app depends on for ESPN TV Go support, or something else that's specific to your setup, so the more information you can provide about the device(s) you're using, the Android version they're running, the app version you're running, etc., the better the chance we'll be able to diagnose the problem. Please also make sure you're running the latest version of Stream TV. I can see activity from a Samsung Galaxy Express that's running version 4.3.1 of the Stream App, and there have been updates to the ESPN library since then. LHC

CCLoriHC · ‎10-25-2017

hi DK An image-related change for mobile & web was deployed yesterday that ended up negatively impacting the Roku app. That change is being rolled back in a deployment this morning and should be complete within a couple hours. Apologies for the inconvenience. LHC

CCLoriHC · ‎10-21-2017

I sent you a private message. Click the envelope at the top right of the forums screen.

CCLoriHC · ‎10-20-2017

Hi Matt I can try to help with this via private message (as it may require exchange of some account info). LHC

CCLoriHC · ‎10-19-2017

Hi Did someone check in some orphaned downloads for you? I'm seeing that you successfully downloaded two recordings about 30 minutes after posting. Incidentally, the fullness of your DVR has nothing to do with your ability to download. The amount of space available on your iPad does, but in this case the error below indicates not a device capacity problem but that 10 items were already checked out to your device at the time you attempted to download another. This can happen if you have downloads on the device and then delete the app without signing out first. LHC

CCLoriHC · ‎10-17-2017

Can anyone provide more info about what device you're using, whether you're playing an TV Go ESPN channel or an In-Home ESPN channel (and whether it's ESPN, ESPN2, ESPNHD, ESPNU, etc.), and what error you're getting, if any?

CCLoriHC · ‎10-16-2017

Hello folks posting to this thread! In order to get a ticket opened for investigation, I need some information from you: Are you watching live TV, an OnDemand program, or a recording? Which channel, program, or recording are you watching? If a channel or OnDemand program, is it In-home or TV Go? LHC

CCLoriHC · ‎10-13-2017

What’s changed is that NBC either did not pitch a TV Go asset for Chicago PD yet, or there’s been some other delay in making it available. LHC

CCLoriHC · ‎10-12-2017

Hi Julia You have no mobile or PC devices on your account to deauthorize, so I'm unclear about what you're asking for. LHC

CCLoriHC · ‎10-12-2017

That sounds like a slightly different problem than the one I described above, even though the result is the same (no boxes show up). Moves can wreak havoc on accounts—usually because you get a new account when you move. :-/ Can you try signing out and back in again? LHC

CCLoriHC · ‎10-11-2017

Should be up and working again now—please give it a whirl! Thanks again for the report. LHC

CCLoriHC · ‎10-11-2017

Hi Dee Is this for specific episodes of Battlestar Gallactica? Recordings or TV Go On Demand? LHC

CCLoriHC · ‎10-11-2017

Hi Thank you for reporting this. We have opened a ticket with our video operations team regarding the TV Go streams for Oxygen, NBCSH, and E!, which all seem to be experiencing the same issue. Hopefully they'll be able to resolve it quickly; apologies for the inconvenience. LHC

CCLoriHC · ‎10-10-2017

OK! Finally found the right team to fix the problem, and it should be sorted now. (Again, this is referring to issues with Lifetime HD, not general 106000 errors). All the folks wanting to record Project Runway and play back on mobile or web should be all set. :-) LHC

CCLoriHC · ‎10-10-2017

Hi kc Yes, we will continue to beta test our HD offering of sports packages—including NBA League Pass and NHL Center Ice—with X1 customers for the for the 2017-2018 season. The HD betas will be available shortly to X1 customers who subscribe to the individual packages. On the TV box, you'll be able to find the HD streams via a virtual channel above the SD NBALP or NHLCI channels in the guide, or say "NBA League Pass HD Beta" (or "NHL Center Ice HD Beta" if you're a hockey package subscriber like me :-) into your voice remote to get to the team collections screen. On mobile and web devices, the channels will appear directly in the guide at the bottom of all the in-home channels (just above the first TV Go channel). You can use the Channel Finder on iOS or Web to jump to these channels or tune to them directly, and of course you'll see the listings in the Games tab when you search for your favorite team. Each team gets its own channel. Keep in mind that blackout rules do apply—but when there's a blackout, it usually means the game is streaming on a local channel anyway. Enjoy! LHC

CCLoriHC · ‎10-09-2017

Hi Shane You've described the issue exactly—and it's fixed in the 4.6.0 release, which rolled out to 50% of our Android users today. It should reach everyone tomorrow. LHC

CCLoriHC · ‎10-09-2017

Hi I don't see any completed recordings from channel 835 on your account. If you are experiencing a problem other than playing back recordings on channel 835, please do provide details about what you're experiencing so we can open a ticket for that. If the problem is indeed playback of recordings, can you record something on channel 835 so I can give something to the video delivery team to investigate? LHC

CCLoriHC · ‎10-03-2017

There's actually no need to sign out and back in. We checked your downloads back in remotely, so they should be available for re-download now. Signing out before deleting the app is definitely the way to go, but it sounds like you weren't given that opportunity when updating to iOS 11. Sorry for the trouble! LHC

CCLoriHC · ‎10-03-2017

So the thing is: We didn't. We haven't changed the app at all, and afaik no back-end services were changed, either.... which leads me to believe that the request to get your device list is failing sometimes, and when it does, the app treats it as if all your devices have been removed from your account. Device removals are somewhat common—people trade in or upgrade equipment all the time—but not so frequent that we shouldn't bias toward assuming that if we have a device or devices and then are told there are 0, we should keep the existing set instead overwiting it with an empty one. Will get that onto the team's radar. Thanks again for posting. LHC

CCLoriHC · ‎10-03-2017

What is the error code you're getting? LHC

CCLoriHC · ‎10-02-2017

Hi Bill I don't see any content currently downloaded to devices on your account, but if you've removed the secondary account and changed the password on the main account, I can deprovision all the web and mobile devices on your account for you. This will cause all users to have to log in again, and since your brother doesn't have the new password, he won't be able to log in. LHC

CCLoriHC · ‎09-27-2017

Please consider NOT clearing cookies/cache whenever you exit your browser, as that’s where the device provisioning information is stored. Clearing on exit causes a new device to be added to your account every time, which eventually leads to this error. I can clear all the devices from your account, after which you will need to re-log in to any device you still want to use. Give me a few minutes to log in and start the purge. LHC

CCLoriHC · ‎09-26-2017

Hi Laura Please change your password, and I'll remove the mobile and PC devices from your account (there are only three). You will need to sign back in with the new password after I remove the devices. LHC

CCLoriHC · ‎09-26-2017

Hello I checked with our scheduler team, and your entitlements should be flowing through and recordings should be happening properly now. Let us know if that's not the case. LHC

CCLoriHC · ‎09-26-2017

Thank you for writing in! We've had reports of disappearing devices via app reviews for some time now, and it started happening between app releases, which points strongly to it being a problem on the API side—but we needed an actual user account to investigate. We'll start digging in to see what happened. Thank you for your patience, and apologies for the inconvenience in the meantime. LHC

CCLoriHC · ‎09-25-2017

Hi Sam When you only see Purchases and Downloads in the app, it means your account is inactive. Indeed, this is the status I am seeing for your account in our internal systems. It looks like perhaps you moved recently, and cancelled your old account? If you initiated service at a new address, you may have a different login now. LHC

CCLoriHC · ‎09-22-2017

Hi again Wasn’t ignoring you—just following up behind the scenes. Is it Lifetime Movies that’s the problem? If so, there was indeed an issue with this stream that was corrected today. If new recordings on this channel from today onward still fail to play, please private message me with details about the recording (title, date & time recorded, channel name/number), and I’ll reopen the issue. Have a nice weekend. LHC

CCLoriHC · ‎09-19-2017

Hi Ali Something's not right with your account. I'm on the app side of things, so it's not clear to me exactly what needs to be done to fix it, but I've opened a ticket on your behalf with our production support team. (If you're interested in how the app sees things: The Cloud DVR service entitlement is not coming back on the channels in your lineup, which tells the app that they're not recordable, which means no Record buttons show up. The 8001 error happens when the locator service—the backend service that tells the app where to find a recording—returns an error.) I'm sorry for the trouble, and hopefully we can get it resolved quickly for you. LHC

CCLoriHC · ‎09-18-2017

First thing to check is that you're in the continental United States. Next, make sure you're not behind a firewall or on a network with content restrictions. If you're good on these fronts, the next thing is to figure out what content you're trying to play—the problem might be with our content delivery network. LHC

CCLoriHC · ‎09-17-2017

The XFINITY Stream website does not allow downloads. You can download to mobile devices by using the XFINITY Stream app for iOS or Android.

CCLoriHC · ‎09-15-2017

Unfortunately 5 means FILE_NOT_FOUND. It looks like the two most recent recordings you got this error on were deleted by the scheduler , but I'm trying to understand why they'd still be visible to you in the app. Do you mind if I open a ticket on your behalf to investigate? LHC

CCLoriHC · ‎09-14-2017

Hi I don't see Cloud DVR service on your account, but I do see you initiated a service change today. You may need to call customer service and have them verify the equipment and services on your account. LHC