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Jefferies's avatar
Jefferies
Newbie
3 years ago

Xfinity Stream Channel Crash Back To Home Screen on Launch

Xfinity Stream has worked fine for months & tonight it won't connect. It loads the Xfinity home screen and then kicks back to the homepage. I have completed every imaginable troubleshoot.

Unplugged Roku. Deleted App Added App Back Signed In Verified Xfinity Wi-Fi Connection Signed In Again.

Repeated these steps multiple times. I then reset the router, verified Wi-Fi  connection. Again, added the app & signed in through Xfinity. No problems until I tried to open the app. At this point I factory reset the Roku & added the app ... Again. No change whatsoever & apparently individual tv channel apps don't load either. They connect fine verifying the Xfinity account until they begin to load.

  • Wi-Fi is working flawlessly
  • ALL other apps are working fine on the Roku.
  • The Xfinity Stream app works fine on mobile.

Apologies for the lengthy post. It's very frustrating that something so simple is made so complicated. 

Any advice is appreciated. 

**A Roku response with an Xfinity link is absolutely unacceptable. Every aspect of Xfinity is connecting & functioning efficiently otherwise. This is a Roku problem.

 

 

app playback

73 Replies

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  • Webwise's avatar
    Webwise
    Newbie
    3 years ago

    Wow, am I glad I came here, thought it was just me! Exact same issue and I tried most of the same attempts.  If anyone gets it working PLEASE let me know!

    • pmgsenior's avatar
      pmgsenior
      Newbie
      3 years ago

      Xfinity Stream  Version 6.14  build 0

      Issue report tracker

      Model: 3810X - Roku Streaming Stick+

      Serial Number: YH0067312416 (213996312416)

      Software version: 10.2.518

      Timestamp: 2023-11-02T12:46.287

      Issue ID 16-439-966

       

    • Robertsgt's avatar
      Robertsgt
      Reel Rookie
      3 years ago

      This is happening on everyones device whether it be roku streaming boxes, Smart Tv's etc. 

      I have 4 Roku streaming boxes and the issue is happening on all of them. 

      The Version for the Xfiniity Steam app is 6.14 and build - 0 

       

  • 0721's avatar
    0721
    Newbie
    3 years ago

    Experiencing the same issue. No help from Roku. Extremely frustrating. Also asking for any assistance.

    • Polzeath18's avatar
      Polzeath18
      Reel Rookie
      3 years ago

      Same here. All apps are working except xfinity. Came home last night to none of our tvs having working xfinity app. I am currently able to stream using airplay from my iPad. Let’s go Roku! Fix is up to you!

      • anderfam's avatar
        anderfam
        Reel Rookie
        3 years ago

        I have a Roku 3810X - Roku Streaming Stick+ Software version 11.5.0 Build 4312-50 which is supposed to be supported for Xfinity Stream. I can download the Xfinity Stream channel but when I try to connect it says I need a subscription. I do have a subscription and verified that with Xfinity. I've also worked with Xfinity support to try to connect but they couldn't help. Can anyone out here help? Thank you!

    • ASIMS's avatar
      ASIMS
      Newbie
      3 years ago

      I finally found a solution that worked for me!!!!!!!

      When I was kicked back to the home screen, using my ROKU remote I pressed home button 5 times. I followed this by pressing the back button 5 times.  I was then given an "Issue report tracker". This provided me with info for my TV. model 3, serial number, software version, etc. I was then about to call ROKU, but guess what????  Problem solved!!! I no longer have the issue. Everything is back to normal!!!

  • Nancy24's avatar
    Nancy24
    Newbie
    3 years ago

    Same issue here!  Also thought it was me. Followed all normal protocols. Rebooted modem and router, rebooted ROKU device. Still no resolution. Following this message in hopes to have this rectified!

  • slyfox60's avatar
    slyfox60
    Newbie
    3 years ago

    Come on Roku, this has been happening for about 12+ hours, do you have a fix for it yet????????????

  • libtard's avatar
    libtard
    Binge Watcher
    3 years ago

    It's useless to think Roku will resolve this issue anytime soon. Their tech team is incapable of resolving any issues. You can't talk directly to Ruko engineering in an effort to help resolve issues, I've tried several time to communicate directly with them to help resolve the audio lip-sync problem that still exist with the Xfinity app well after a year of complaints. I have a broadcast engineering background with a major network and this type of issue raises to critical quickly in the broadcast world, NOT in Ruko's world. Eventually, after they have their morning latte and finish playing games on their mobile devices they MAY look into it. That being said, their's not one brain cell at that company with the capability to fix the problem. Roku's stock price tells you all you need to know about the interworking of the company. Xfinity is no better. Look at their level of engagement with the audio sync problem w/ Roku lasting months. When you called Xfinity to inquire about the problem, their response was "we no nothing about it". 

    So here we are 12 hours later from when I started to experience this MAJOR outage. Any bets on when it's resolved?  Day? Week? Month? 

  • RokuRey-V's avatar
    RokuRey-V
    Community Moderator
    3 years ago

    Hi, Community users.

    We appreciate you for bringing this to our attention, and we will be gathering more details to forward to the appropriate Roku team for review and resolution. Please provide the details below:

    We would be more than happy to look into this issue, and we'll need more information. Can you please provide us with the following information:
     

    • Roku device model, serial number, device ID, and software OS/version. (These can all be found in Settings > System > About).
    • What channel, and what version/build is the channel that is having the issue? (This can be found by selecting the channel on the Home screen and pressing the * button).
    • Tracker ID when this issue occurs. (When you see this issue occur, press the Home button 5 times, followed by the Back button 5 times and provide us with this ID).
    • A photo or video clip referring to the issue,

    Once we receive the information above, we'll send it over to the team.

    We look forward to your response.

    All the best,
    Reyn

    • thisbites99's avatar
      thisbites99
      Newbie
      3 years ago

      You are obviously having a widespread problem If you cannot see this on your network get some new technicians

    • LinusCt1969's avatar
      LinusCt1969
      Newbie
      3 years ago

      Model: 3800x

      Serial number: YF00DE026020(CT38DD026020)

      Software: 12.5.0 build 4178-55

      GC version; 10.2.518

      Issue id: 20-439-899

      Tfying to access the Xfinity Stream app. It loads for a moment then goes back to the Home Screen. Has been working up until last nights software update. 

      • erictrnr's avatar
        erictrnr
        Newbie
        3 years ago

        Similiar crash happening with other apps this morning. Apps tested and crashing include: Hulu, Paramout+, Tablo

    • Dmitar's avatar
      Dmitar
      Reel Rookie
      3 years ago

      4 different Roku devices in house and all with same issue, with Xfinity app. 

      • jdh6's avatar
        jdh6
        Newbie
        3 years ago

        Same here...none of my televisions with Roku are working.  I have one television with a fire stick and it's working fine.  

  • Robertsgt's avatar
    Robertsgt
    Reel Rookie
    3 years ago

    Model - 3920X Roku Premier 

    Device ID - K428AG282946

    SN - YH00GT282946

    Version - 12.5.0

    Xfinity Stream App - Version 6.14 / Build - 4178-91

    Issue ID 46-439-988

  • gerimar1's avatar
    gerimar1
    Reel Rookie
    3 years ago

    Same issue here.on my Roku device - the Xfinity opens then closes immediately. 

  • JamesAtlanta's avatar
    JamesAtlanta
    Newbie
    3 years ago

    I am having the same issue. Cannot get the app to work. It does not work on ANY of my 5 roku devices. 

    • Acherry2's avatar
      Acherry2
      Newbie
      3 years ago

      Xfinity app on Roku TV also crashes and won't work. This is in addition to the Roku stick on other TV's not working. Xfinity app works fine on my cell phone.