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paperbag76
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Conversationalist

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7 Messages

Wednesday, March 29th, 2023 2:16 PM

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Xfinity Assistant doesn’t work doesn’t load it’s just a blank white screen

I am using a Samsung Galaxy S20 FE.

When I open the Xfinity app and click the Assistant icon in the top right corner, a screen with three horizontal dots loads from the right side, which is the typical loading screen.  Then a second screen loads in from the right side, but this screen is completely blank. There is no text chat box in which to interact with the Assistant, just a blank white screen. 

This issue has been occurring for months.

Question

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Updated 

1 year ago

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XfinityKei

Official Employee

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1.1K Messages

2 years ago

Hi @paperbag76, Thanks for bringing your concerns to our community's attention. I know the blank white screen is normal for our Facebook chat but for inside the Xfinity App it shouldn't take too long before someone comes in the chat with you. How long is the wait?  

Can you uninstall the app and reinstall again and let us know if you're still experiecing the same issue. If so please access using our famous website at https://www.xfinity.com/ and let us know if you're having the same issues there as well!

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Nethog

Regular Visitor

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4 Messages

1 year ago

I have had exactly the same issue as paperbag76 since I loaded the Xfinity app on my Galaxy S22 Ultra phone. The devs need to be made aware of this issue - how do I submit a bug report to the Xfinity app dev team?

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XfinityPaula

Official Employee

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1.2K Messages

Hello @Nethog Thanks for reporting your experience as well on the S22. There are troubleshooting steps that we would have to take before sending a request or out repair team. Such as uninstall / reinstall the app. Try on and off wifi. Make sure the phone and app or updated. If there's still an issue after troubleshooting the device we would create a ticket for the repair team, and they would work with you from there and get the needed items over to the engineering teams. If you have tried these steps already please send me your name and service address by direct message. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

1 year ago

0

Nethog

Regular Visitor

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4 Messages

Hi XfinityPaula. I just tried submitting a bug report following your instructions but the direct messaging application reports "Couldn't Send" - it seems like your direct message app is broken as well. fyi I  used the Edge browser on a windows 10 PC to attempt to submit the bug report for the issue I cited above.  Please see attached image:

(edited)

1 year ago

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XfinityGabby

Official Employee

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1.5K Messages

Hmm, that's odd as we are getting other conversations delivered through a direct message. Have you attempted to clear cache and cookies? Could you also attempt using a different browser such as google chrome? 

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

1 year ago

0

Nethog

Regular Visitor

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4 Messages

Hi XfinityGabby - I just tried again and it worked this time.

1 year ago

0

XfinityGabby

Official Employee

 • 

1.5K Messages

Happy to hear you were successful in getting it to work! We did receive your direct message and will continue assisting there! 😊

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

1 year ago

0

Chuckler

2 Messages

1 year ago

The way for Android users to fix the blank white screen issue is to make Chrome the default browser.

Personal preference like a user's default browser should be none of xfinity's business.

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