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user_mntneerwv
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20 Messages

Monday, December 20th, 2021 2:21 AM

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YouTube TV App Issue

While using the YouTube TV app, I'm receiving a error message ("Sorry this is not working..... APPS-04154) that flashes on the screen leaving me with a blank screen or it takes back to home screen. The only way to resume watching YouTube TV is for me is to restart the Flex device.  I've contacted Xfinity support. They will have me restart the Flex, maybe ask me to clear the cache and tell me diagnostics look good against my device. I'm not having this same issue with any other streaming device just Flex. I need help please as I do not think it is normal for this to happen and I should not restarting the Flex device numerous time daily.

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2 years ago

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Official Solution

CCJessie1

Retired Employee

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5.9K Messages

3 years ago

***UPDATE: 03/03/2022***

All,

This should now be resolved thanks to a recent update. If you are still experiencing this issue we ask that you please powercycle your television box and try again. 

Please let us know if you have any additional questions. 

***UPDATED: 01/27/2022***

All,

Thank you all so much for your patience. We have identified the issue and are providing one of our nightly updates next week (week of 01/30/2022 to 02/05/2022) to resolve this for all impacted customers, we apologize for the additional delay. Since the update is automatic, will be provided to all customer, and already slated for next week you should not need to contact Comcast for further assistance or to have the update added to your equipment. Thank you again for your patience and understanding while we worked to resolve this issue.

(edited)

27

user_d2d79d

Visitor

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2 Messages

@XfinityJessie

thank you that is the response we were waiting to see. at least acknowledge there is problem and there will be action taken.

thanks again 

3 years ago

user_mntneerwv

Visitor

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20 Messages

@XfinityJessie 

Thanks for the update. We appreciate all the work to identify the issue and look forward to testing after the updates are applied.

3 years ago

0

BC5665

Visitor

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3 Messages

@XfinityJessie​ 

Having the same issue.  Do all customers get this update or do I need to report it to get the update?

3 years ago

0

JimmyVCVille

Visitor

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5 Messages

@XfinityJessie​ 

Glad you finally identified the issue and will be sending out an update this week sometime.

Great news!

3 years ago

0

CCMiguel

Gold Problem Solver

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358 Messages

@BC5665 thank you for your message. You will not have to report your concerns, it will have be updated within the dates provided above.

I no longer actively support the Xfinity Forum or work for Comcast. 

3 years ago

user_mscro

Visitor

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8 Messages

3 years ago

After watching YouTube TV for a couple of hours, the app will crash and send me back to the Flex home screen.  I am then unable to enter the YouTube TV app for a number of hours, sometimes even overnight.  I've tried a number of fixes (restart, unplug, reboot modem, etc...) but nothing seems to solve this problem. What do I need to do differently?

Note: This comment was created from a merged conversation originally titled YouTube TV app

53

user_5d94c8

Visitor

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4 Messages

I am having same issue I have restarted and refreshed over send over works for 5 or 10 min and then crash and won't restart 

3 years ago

0

XfinityJeniece

Official Employee

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2.4K Messages

Hey there, @user_mscro, thanks for reaching out through Xfinity Forums! We would be happy to help with the Youtube TV app and we definitely want you to be able to stream your favorite shows! Are you getting any error messages at all or is it just crashing? Are you only having issues with the app on 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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_mntneerwv

Visitor

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20 Messages

I'm also having this issue regularly while using the YouTube TV app on Flex. The only way to fix it for me is to restart the Flex device but this is happening numerous times a day. I've contacted Xfinity support. They will restart the Flex and tell me diagnostics look good against my device. I'm not having this same issue with any other streaming device just Flex. I need help please.

3 years ago

0

user_mntneerwv

Visitor

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20 Messages

@user_mntneerwv I'm receiving a error message that flashes on the screen before I'm left with a blank screen or taken back to home. It indicates "sorry this is not working..... APPS-04154

3 years ago

tbretl

Visitor

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12 Messages

I have same problem with the YouTube app. It never fixes itself, but I can get it going again be unplugging and replugging the flex and going through the entire start up sequence.

3 years ago

0

CCAaron1

Problem Solver

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954 Messages

3 years ago

Hello and thanks for reaching out @user_mntneerwv. I am sorry to hear that you are having issues with YouTube on the Flex box. It has been a couple of days. Are you still having issues or are they resolved? 

9

0

user_mntneerwv

Visitor

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20 Messages

3 years ago

0

CCEthan

Official Employee

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1.4K Messages

@user_mntneerwv. I am looking into elevating your issue. It is only Youtube TV on Flex and nothing else on Flex that does this, correct? 

I no longer work for Comcast.

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

0

user_mntneerwv

Visitor

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20 Messages

yes that is correct on YouTube TV on Flex

3 years ago

0

user_91de92

Visitor

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9 Messages

I'm following this, as I have the same problem.  Or, it says, "you're entering a 3rd party app", then the screen goes black.  (from Flex screen > YouTube TV app tile...

3 years ago

XfinityJosephA

Official Employee

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1.4K Messages

I apologize this keeps happening with the YouTube app on your Flexbox @user_mntneerwv. What is the current status of the issue? I know you said you are resetting the box too often. Is the issue currently happening now?

 

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

0

user_c0b7e7

Visitor

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2 Messages

3 years ago

Following. While we are very pleased that the YouTube tv app is now available, we have the exact same issues as above. It does seem to happen more often when streaming local channels that are network affiliates. 

4

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craigwf62

Contributor

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33 Messages

While watching the Green Bay football game on Christmas, got into the 2nd half fine, but then "sorry not working" message and then there is nothing but a black screen.  Went onto my phone and saw there was no problem with YouTubeTV.  It is an issue with Flex.  The problem hasn't yet occurred while watching regular YouTube videos, just while watching YouTubeTV.  I can reboot the Flex device (unplug/replug) and then it works again for a limited amount of time.

(edited)

3 years ago

XfinityChristina

Official Employee

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923 Messages

Hi, @user_c0b7e7, is this when accessing the app via the voice remote, or just accesing the app in general? Is this when first opening the app or randomly when in the app? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

user_c0b7e7

Visitor

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2 Messages

We have not used the voice feature to access this. It is very random while we are using the app. Some days are worse than others. It probably happened at least six times yesterday. Other days it may only happen once. 

3 years ago

0

XfinityGabby

Official Employee

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1.5K Messages

Ugh, that's quite frustrating! Can you please advise if you're getting an error code attached with the message? 

I am an Official Xfinity Employee.
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We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 years ago

0

user_d90093

Visitor

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1 Message

3 years ago

I’m having the same issue-will work for less than 30 mins and then gets the “sorry not working” error and then only black if I try the app again. All other apps working fine

2

XfinityAntoine

Official Employee

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1.4K Messages

Hello @user_d90093.That sounds like there could be an issue with the YouTube TV app itself. Have you reached out to Google? This might be a known issue with a bug on their end. Especially if they're the only app having this issue. 

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

0

craigwf62

Contributor

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33 Messages

At Antoine's suggestion, I reported the issue to YouTubeTV via my YTTV account's Feedback function.  It might help if all you others would also so they'll see it's not just an isolated issue with a single user.

3 years ago

user_mntneerwv

Visitor

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20 Messages

3 years ago

I have not been streaming YouTube TV using the Flex device as much over the last 5 days but when I do I am still experiencing the same issue I originally reported. It is very random and the only thing common is needing to restart the Flex device before you can resume streaming YouTube TV. In addition, I thought it was a possibility of the device issue but appears that there are many others experiencing the same issue as me. Hopefully someone at Xfinity can find a resolution or streaming YouTube TV with the Flex device is not a good long-term option. 

0

user_91de92

Visitor

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9 Messages

3 years ago

Yes, sometimes YouTube TV just won't come on at all.  Then the next day, I can start YouTube TV and be watching something, then like another user mentioned, within like 30 minutes, I get an error message and it goes away again.  Very random.  I do not have this problem watching YouTubeTV on my iPad or phone while at home, just via the Xfintiy Flex

0

user_e215f9

Visitor

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1 Message

3 years ago

Following, having the same exact issues tonight.

0

user_dcf821

Visitor

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4 Messages

3 years ago

Same problem, runs for an hour then says sorry, and goes black. Every day this week. No problems on other  devices, fire stick or Roku or phone/pad.

(edited)

0

user_91ebac

Visitor

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1 Message

3 years ago

I have been having the same problem with Flex. Definitely an Xfinity issue, hopefully they recognize the problem soon. 

9

craigwf62

Contributor

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33 Messages

@user_91ebac At Antoine's suggestion, I reported the issue to YouTubeTV via my YTTV account's Feedback function.  It might help if all you others would also so they'll see it's not just an isolated issue with a single user.  The streaming box works fine with all other apps.  

3 years ago

user_dcf821

Visitor

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4 Messages

Just sent a message to YouTube feedback.

3 years ago

user_91de92

Visitor

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9 Messages

I did, too.  We'll see if someone does SOMEthing!

3 years ago

0

XfinityGabriel

Official Employee

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1.9K Messages

Hi, @user_91de92! Thanks for letting us know and for your patience. I wanted to check back in with you today to see if you are still experiencing the YouTube app issue on the Flex device. If you are still experiencing an issue, can you tell me if you are seeing the same error message or getting an error code at this time?

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

0

CCJosh

New Problem Solver

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452 Messages

We appreciate the information that you have provided us @user_dcf821. This is certainly not the experience that we want anyone to have and we're going to help look into this as well. Are you seeing the same APPS-04154 issue as most in this thread? Does it seem to clear up after restarting the device or repeat itself right after? 

I no longer work for Comcast.

3 years ago

0

wrobinson516

New Poster

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2 Messages

3 years ago

Any update on this issue??????????

2

0

Xfactr

New Poster

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4 Messages

@wrobinson516 

If you are a YouTubeTV subscriber just remove the flex and use the Google TV streaming device. 

I had the same problems and did the above. No problems now, just $50.00 poorer.

3 years ago

0

CCAlisha

Problem Solver

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571 Messages

@wrobinson516 sorry to hear you are experiencing these issues as well. I would gladly look into this with you further. Are you receiving the same error listed above: APPS-04154? Are you only having troubles streaming the YouTube TV app from the Flex box? 

I no longer work for Comcast.

3 years ago

0

user_5e46c5

Visitor

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1 Message

3 years ago

Same issue here. I really want to use the Flex because I like the remote but it just keeps going black when I’m trying to watch youtube tv. All the other apps work fine, and youtube tv still works fine on my phone and smart tv. It’s simply a youtube tv on flex issue. Any help???

0

user_05b220

Visitor

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7 Messages

3 years ago

I am having this same issue with YouTube TV and Flex.  YouTube TV works great on our other Smart TV's, on phones, iPads, etc.  It is only a problem with the Flex.  It works fine for a while, and then the screen goes black.  I will report this to YouTube TV as suggested, but this is definitely an issue with the Flex system.  We have used YouTube TV for several months now without any problems on our other devices.

0

Mattgustafson

Regular Visitor

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13 Messages

3 years ago

We just got a flex box today, current Youtube TV subscribers and are having the same issue. Every app works, including the YouTube app, Netflix, Hulu, ECT; the only app that won't work is the Youtube Tv app on the Flex box. Youtube TV worked for a few minutes before displaying an error code and now it won't load on start up. It displays a small banner saying we've entered a third party app, but then goes black. Youtube TV works on every single other device in our home EXCEPT for the new flex box. We just replaced our internet modem today, as well.

Please figure this out.

1

Mattgustafson

Regular Visitor

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13 Messages

@mattgustafson33 The error code that we had before it refused to load entirely was 8: PQ51 NCWM FZWY

3 years ago

0

user_05b220

Visitor

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7 Messages

3 years ago

Could an Xfinity technical person please respond?  What is being done about this problem with YouTube TV on the Flex box?  It happened again last night.  Inititally, YouTube TV loaded and I was able to start watching a movie.  Then after about an hour, the screen went black.  When I tried to re-load YouTube TV, the small banner appeared that informs you that you are going to a 3rd party app.  Then blackness.  The only way to resolve it that I have found is to unplug the flex box, and plug it back in.  Then the same problem eventually repeats.  This is unacceptable.  I am about to return this device to Xfinity and get a Roku or Amazon Fire Stick.

4

user_91de92

Visitor

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9 Messages

@user_05b220 

The same with mine.  Every single time.

3 years ago

XfinityJeniece

Official Employee

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2.4K Messages

Hey there, thanks for reaching out through Xfinity Forums! I apologize you are having issues with your YouTube TV app! We would be happy to help with troubleshooting! Are you able to provide me with the error code you are receiving? Also, is the YouTube TV app the only app you are having issues with? 

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

0

Mattgustafson

Regular Visitor

 • 

13 Messages

@XfinityJeniece

It wont load therefore there is no error code, or, it stops working during a broadcast. When we did get a code, it was 8: PQ51 NCWM FZWY. There is no consistency and we have done every recommendation several times.

(edited)

3 years ago

CCJodie

Problem Solver

 • 

1.3K Messages

Hmm, let's take a closer look then.

Please select the chat icon in the top right-hand corner. Then search for Xfinity Support. Please make sure to provide your full name and service address. Or click here

https://comca.st/3JybeHb. Then click the "New message" (pencil and paper) icon.

 

Type "Xfinity Support" there. As you are typing a drop-down list appears.

  • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter or tap the >icon to send it

I no longer work for Comcast.

3 years ago

0

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