Solving playback issues

[lionheart44]

anyone have a fix for this yet? is it a roku issue or xfinity an issue? app works on my iphone 15, but does not work on either of my roku devices.

[Christinem67]

Delete the app and reload it.  It seems to be working do far but i haven't tried the dvr recordings yet.

[lionheart44]

i did try that and had no luck. The fact that it does it for roku devices but it worked fine on my phone, is what leads me to believe its something on the roku side. Also i tried a handful of other apps on both roku devices and they worked fine.

[wagner597]

@lionheart44 Ours seems to be working fine now.  If you are still having a problem, you can chat with Roku support and they will guide you through the steps.

[BSC]

Yes!! All of my TVs (TCL Roku and Roku sticks/devices) are all frozen on Purchases. These are old purchases from when we had XFinity cable. Cannot move at all on Xfinity stream off of Purchases. 

[RokuMary-F]

Hi @BSC,

Thanks for your first post in the Roku Community!

We understand that you are facing an issue with the Xfinity Stream channel. We're so sorry to hear about the experience and will work with you to look further into this issue but we will need more details. 

Here are a few questions here to better understand what you're experiencing:

• When did this issue first start occurring?
• Do you observe this behavior while using any other channel(s) on your device?
• Are you receiving error messages or codes when accessing the channel?
• What troubleshooting steps have you taken so far to try to resolve the issue?
• Have you tried the suggested solution that was previously posted by @RokuJechealR?

We also recommend taking a look at our Support page to troubleshoot any channel playback issues: How to resolve a channel playback issue | Official Roku Support

Please keep us posted and we'll continue assisting you from there.


Best regards,
Mary

[rrubin]

I have the same problem.  It is driving me crazy.  I am going to get a Firestick and see if that works better.

[rrubin]

It happens sporadically.  Not with any other channel.  I also have a Roku in the basement.  Further from the WiFi and it works fine.  No error messages.  Just freezes.  All other channels still work.

Rochelle

[RokuJechealR]

Hi @rrubin,

A warm welcome to the Roku Community!

Have you tried removing the affected channel and then reinstalling it? In some cases, that resolves the issue. Make sure you restart your Roku device before adding the channel back in to ensure the process is successful. Here are the steps you can follow:

1. Remove the channel: Highlight the channel tile on your home screen and press the Star button to open the options menu. Select Remove channel and confirm.
   
   • Note: If you remove a subscription channel billed to your Roku account, you must cancel the subscription before seeing the Remove Channel option. For help identifying this type of subscription channel, read the detailed article about removing a channel.
2. Restart your Roku device: If reaching the power cord to unplug your Roku device is inconvenient, you can restart the device from the settings menu. Go to Settings > System > Power > System Restart > Restart. (If you do not see a Power submenu, skip to the next step).
3. Reinstall the channel: After your Roku device restarts, visit the Roku Channel Store and add the channel again.
   
   • Note: If you add a subscription channel billed to your Roku account, you must re-subscribe.

For more references on how to troubleshoot any channel playback issues, you can visit our Support page.

Please keep us posted regarding the behavior you are experiencing, and we will be more than happy to continue assisting you further.

All the best,

Chel

[Beccag55]

This just happened to me all of a sudden.  The xfinity app froze and I couldn’t navigate it.   I looked at the Roku response below to remove the app but instead I restarted the app by highlighting the app on the Home Screen, pressing the star button and choosing Restart app.  Working fine now!