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user_10b28e
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Sunday, October 31st, 2021 8:04 AM

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Error Code-04036

We’ve been trying to watch a movie on HBO Max and this error code has interrupted the movie about 8 times now. We are streaming using an Xfinity Flex device. I’ve restarted my router every time and I’ve unplugged the Flex device multiple times. The Xfinity app shows that my internet is doing great so what’s the problem.

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3 years ago

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user_4a091b

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5 Messages

3 years ago

I fixed this problem clearing out the cookies and local data on the xfinity box.  Here’s how to do that:

https://www.xfinity.com/support/articles/x1-clear-cookies-and-local-data-storage

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XfinityRay

Official Employee

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2.2K Messages

3 years ago

Hi, @user_10b28e. I am sorry to hear that you have been having trouble watching the movie. That was good to try and restart the router and reset the Xfinity Flex box. Have you noticed this issue happening on any other programming or just the 1 movie on HBO Max? 

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user_10b28e

Visitor

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3 Messages

3 years ago

The problem is happening across multiple apps and content.

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XfinityAmira

Official Employee

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3.8K Messages

@user_10b28e, thanks for getting back to us! To confirm, do you have the HBO Max app downloaded on a mobile device in your home? If so, when trying to watch the movie in question through the HBO Max app, do you receive the same error? Also, besides the movie in question, do you receive this error when trying to watch other movies or shows through the Flex box? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 years ago

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user_10b28e

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3 Messages

When trying to watch HBO Max on other devices (phones or tvs) there’s no issue, no error. The issue does occur when trying to watch content across other apps while using the Flex device.

3 years ago

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XfinityJeniece

Official Employee

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2.4K Messages

Thank you so much for that information! I definitely want to make sure you can enjoy your Xfinity Flex box and I am sorry you are only having issues through Flex. We would be happy to take a deeper look into your connection on our end to help with the error message you are receiving. 

 

Please send us a private message with your name and service address to "Xfinity Support" by clicking on the chat icon at the top right of the page. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

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user_c4c0c0

Visitor

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1 Message

I get the exact same error when using iHeartRadio app as well.  It streams for 5 to 15 minutes and suddenly closes out and I get the Error Code-04036.  I have restarted the box many times and even power cycled it and the issue continues to happen.

3 years ago

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