Solving playback issues

[lostmail99]

I have three Roku devices: TCL TV, Roku Ultra, Roku Express. I am getting the exact same error on all three devices. They are all on the same Xfinity internet. I have had an Xfinity Technician out and he made sure the internet was working and there was nothing wrong on their side. When I try to stream a live channel on Xfinity streaming app I get a TVAPP-00287 error. If I try to watch an Xfinity app on-demand movie I get the TVAPP-00432 error. I have reloaded the app, logged out and logged back in. I have restarted the devices. All of the other apps on the Roku devices work fine.

[lostmail99]

One more note:  The Xfinity streaming app works fine on Windows and IOS devices connected to the same network.

[RokuJechealR]

Hi @lostmail99,

Welcome to the Roku Community!

Thank you for sharing your issue regarding the Xfinity app and taking some troubleshooting steps. Have you tried to connect the Roku device to an alternative wireless network, such as a mobile hotspot, to see if you are still experiencing the same issue?

Please keep us posted on how it goes this time.

All the best,

Chel

[lostmail99]

Great Idea. So, I went to try it but wanted to make sure it hadn't started magically working over the weekend. Turns out it did start magically working over the weekend. I have no idea. The Xfinity app now works on all three Roku devices. Thanks for the response.

[rrubin]

Works one day and not the next.

[RokuJohnB]

Hi @rrubin,

A welcome to the Roku Community!
We'd like to take a closer look into this issue that you're experiencing with the Xfinity channel. Are you getting any error messages or codes?

We look forward to hearing from you soon.

Thanks,

John

[KRK14]

Xfinity Streaming app as working great for over 1 year, now suddenly in the last few days it does not work on any of our tvs.  We get error message TVAPP-00287

[RokuJechealR]

Hi @KRK14,

A warm welcome to the Roku Community!

In some cases, removing the affected channel and then re-installing it may help. To ensure the process is successful, make sure to restart your device before adding the channel back in. We would recommend doing this from the Settings menu by navigating to Settings > System > Power > System restart. (If you do not see a Power submenu, skip to the next step.)

For detailed instructions, refer to this Support link: How to resolve a channel playback issue

Please let us know how it goes.

All the best,

Chel

[Sublimefly]

This started occuring for me around January 11th or 12th. I've been using the Xfinity app since it launched in beta on Roku many years ago without issue until now. After more than a week of working with Xfinity on the matter I'm about ready to give up on Roku and try another brand device to resolve this issue honestly.

I've tried all the troubleshooting steps on my Roku 3 and even bought a newer Roku 4k express to see if it would resolve the issue, but nothing helps. 

[RokuJohnB]

Hi @Sublimefly,

A warm welcome here in the Roku Community, and thanks for keeping us posted!
We will be more than happy to take a closer look into this issue that you're having with the Xfinity channel. May we know if you are receiving any error messages or codes when launching the channel? Is this the only channel where you're having issues?

With detailed information, we will be able to assist you further.

Thanks,

John