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SFio30
1st Topic

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5 Messages

Sunday, March 9th, 2025 9:53 PM

Self protection camera playback scrollbar gone

The latest versions of the Xfinity app have removed the scrolling capability when playing back a self protection camera recording. It used to be at the bottom of a full screen playback image. One version moved a tiny scrollbar to the top of the screen. The next version deleted it altogether. It used to be easy to scroll through a two minute segment especially on an iPhone. Now only the +/- 10 second buttons exist. These make it easy to miss the event when searching during playback. Is the scrollbar coming back in an update? Thanks. Steve 

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24 hours ago

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XfinityJeniece

Official Employee

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3K Messages

22 days ago

 

Hey there, SFio30, thanks for reaching out through Xfinity Forums regarding the Xfinity app and the playback issues. Do you currently have the latest version of the app and is your phone up to date? Also, what iPhone model are you using? Have you tried the app on any other device?

 

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SFio30

Visitor

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5 Messages

@XfinityJeniece​ yes I have tried multiple Apple devices (iPhone 15 pro and iPad, both running the latest iOS 18.3.1). All devices have the latest Xfinity app (5.45.0) available on the App Store. The full screen scroll bar disappeared in either the previous version or the one before. The version before that moved the large scroll bar from the bottom to a TINY one right on top of the video download button when viewing an event in full screen (landscape). I don't have any other devices to try it on besides IOS 18.3.1 to check. Thanks. 

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22 days ago

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XfinityLinda

Official Employee

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1.7K Messages

@SFio30 Have you deleted the Xfinity app and downloaded it again? I have our Pro Protection, and I can see the playback scroll capability below the video on my iPhone. I'm not sure if your view is different from mine.

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

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22 days ago

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SFio30

Visitor

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5 Messages

I have reloaded the Xfinity app and still no scroll bar. Are you using xfinity home with your pro protection? I have  self protection so I can't use xfinity home. 

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22 days ago

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XfinityThomasC

Official Employee

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2.4K Messages

@SFio30

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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

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22 days ago

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user_siylpf

2 Messages

@SFio30​ 

I’m on the latest iOS app version 5.47.0

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3 days ago

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user_35qifh

1 Message

6 days ago

Did you ever get this fixed? I’ve had the same problem for some time now.

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SFio30

Visitor

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5 Messages

No. Their answer was scrolling is still available so that meets the requirement. I said it isn't scrolling (even though I initially called it that), it's high speed video scrubbing that was removed. The +/-10 seconds doesn't allow you to see the video you are skipping over so it isn't the same. If the event you are looking for is in the 10 second window, it will be missed. Their reply was we will pass it on to the developers. Someone here said that they could still do it on their pro protection plan so I don't know if it is still available to scrub video in Xfinity Home. Definitely was removed from the regular Xfinity app for those of us who have self protection and cannot use Xfinity Home. 

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5 days ago

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XfinityEricB

Official Employee

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2K Messages

 

user_35qifh Thanks for reaching out with your scrolling issue through the app for your camera(s). I would be happy to look into why you aren't able to do so at this time. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

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

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4 days ago

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user_siylpf

2 Messages

3 days ago

I have an iPhone 16 and I’ve been having the same exact problem on the Xfinity app self protection plan Motion clips playback bar. 
it’s the most frustrating thing to deal with. I’m don’t even bother looking at my motion events anymore because I can’t even scroll through the video at all.

when the scroll bar was moved to the top right of the screen, it was useless because you still couldn’t even scroll.

Now it’s missing altogether and skipping 10 seconds does not help in anyway because it skips past the part that you need to view

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SFio30

Visitor

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5 Messages

@user_siylpf​  I just checked my wife's iPhone which is still running IOS17.7.2 and Xfinity app version 5.39.0. The high speed video scrollbar is still in this version. Things started changing after this version and finally disappeared all together in the later versions. If someone at Xfinity could compare the changes made after 5.39.0 they should be able to restore the capability to a current version. 

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3 days ago

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user_hxmpj2

1 Message

1 day ago

I have the same issue, another one of my favorite features goes away without warning. Very dissapointing.

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user_nn08qg

1 Message

24 hours ago

I have the same thing it’s gone 

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