Visitor
•
5 Messages
access denied on android phone Samsung S23
After I installed an updated version of the Xfinity app on my Samsung S23 android phone, I am getting a message after I enter my email: Access Denied, You don’t have Permission to Access. I tried uninstalling the Xfinity app and reinstalling it, restarting my phone but that did not fix the problem. I also cleared cache and data but that did not help. I called Xfinity and after speaking with several levels of helpers, they could not fix it either. They suggested that I go to my cell phone carrier, Verizon, to troubleshoot the problem. Before I do that, does anyone else have that problem or does anyone have a suggestion on how to resolve it.
Accepted Solution
XfinitySara
Official Employee
•
2.4K Messages
13 days ago
Thank you for reaching out, @LoisMax3rd! That "Access Denied" message can pop up after an update, usually because the app’s internal browser (which handles the login) is clashing with your phone's stored credentials or network settings. Since you’ve already done the standard "uninstall and clear cache" routine (thank you), the issue likely lives in a deeper layer of your phone's settings. Before you spend an afternoon at a Verizon store, try these solutions that have worked for other Samsung S23 users:
1. Disable "Auto-Rotate" During Login
This sounds bizarre, but multiple Samsung users have reported that the Xfinity login screen specifically bugs out if Auto-Rotate is off.
- Pull down your notification shade and ensure Auto-Rotate is ON (so the screen can rotate).
- Open the Xfinity app and try to log in again. You can turn it back off once you're in.
2. Update Android System WebView & Chrome
The Xfinity app doesn't have its own "eyes"; it uses Android System WebView (a mini version of Chrome) to show you the login page. If this component is out of date or glitched, you get the "Access Denied" error.
- Go to the Google Play Store.
- Search for "Android System WebView" and "Google Chrome."
- If there is an Update button for either, tap it.
- Pro Tip: If they are already updated, try "Uninstalling Updates" for WebView, then reinstalling them.
3. Check for a "Private DNS" Conflict
Samsung phones often have a Private DNS setting that can trigger security blocks on our login servers.
- Go to Settings > Connections > More connection settings.
- Tap on Private DNS.
- If it is set to "Private DNS provider hostname" (like AdGuard or Google), switch it to Off or Automatic and try the app again.
4. Toggle Your Connection (WiFi vs. Data)
We sometimes flag specific IP addresses as "suspicious" if we've had too many failed login attempts.
- If you're on WiFi: Turn it off and try logging in using only your Verizon LTE/5G data.
- If you're on Data: Connect to your home WiFi and try again.
- This forces the app to use a different "gate" to reach our servers.
5. Clear the "Default Browser" Cache
Even if you clear the Xfinity app cache, the app might be pulling a "poisoned" cookie from your default browser.
- If you use Samsung Internet or Chrome, go to that browser's settings and clear the last 24 hours of history and cookies.
- Restart the Xfinity app.
Why Verizon probably can't help:
We may have suggested Verizon because we thought it's a "network block," but since you're getting a specific "Access Denied" page from an Xfinity URL, the phone is reaching the server - the server just doesn't like the "handshake" your phone is offering.
Please let us know if this helps!
4
0