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user_rq4i5y
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Sunday, February 25th, 2024 11:38 AM

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Android App won't play...

I download shows to my Galaxy S23 to watch off line on an airplane. When i try to access the show ita says it's having trouble playing it. Only when I go back online am I able to watch the shows I've downloaded to my phone. Help!

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9 months ago

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XfinityRaul

Official Employee

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1.6K Messages

9 months ago

Hello, @user_rq4i5y. I'm sorry to hear these downloaded shows you were looking to watch while on the airplane didn't work. I definitely know how you feel. This happened to me when we flew to Florida a couple of years ago.

 

There are a couple of things you can do to troubleshoot this. You can start by delete the download and try to download it again. Make sure your device remains connected to an XFINITY network or the Internet while downloading. Changing or losing your connection while downloading could corrupt a download. If this doesn't work, we can begin troubleshooting the app before trying again.

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user_rq4i5y

2 Messages

I have tried that.  Currently I get a message saying I don't have any downloads (not true)  or there is an error message.  Thanks for getting back to me.

9 months ago

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XfinityDena

Official Employee

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2.5K Messages

@user_rq4i5y If it states you do not have any downloads that means the files did not fully download to your app. Did you follow the steps with the link: https://www.xfinity.com/support/articles/xtv-app-android-view-on-demand ? I find it helpful to download while on my home network to make sure the file properly downloads onto the phone. I also suggest after downloading the movie or show, to place the phone on to air plane mode and make sure WiFi is not on to make sure the video plays. 

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9 months ago

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