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Frank4014
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27 Messages

Thursday, September 29th, 2022 2:56 AM

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Menu function won’t come up

We have a Samsung smart tv. Suddenly it won’t bring up the menu. When i used the remote, it won’t allow the back button to take me to the main screen. Is something wrong with the as pp working? Or is it the interface with my tv brand? This is very frustrating. 

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2 years ago

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Famousz

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5 Messages

2 years ago

Having the same issue on my LG SmartTV. Can't go back to a view channels and choose a section. 

It was working yesterday and now its not.

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gdpodesta

Visitor

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2 Messages

2 years ago

Same here, Samsung TV,  worked yesterday and not today. Starts on the last channel we were watching last night...no ability to select ANYthing, anywhere except exit the app.

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user_5e4c80

Visitor

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1 Message

2 years ago

Same problem here.  I tried multiple Samsung TVs and some have different operating systems.  Still, the same trouble.  Not able to get to anything except the Mini-guide.  @Xfinity Support HIGH PRIORITY

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CCTimothyA

Problem Solver

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785 Messages

@user_5e4c80 Thank you for reaching out and bringing this to our attention. I can understand how this can be truly frustrating. Is your TV a 2017 model by chance? If it is then the recent version of the app will not work with the TV as it does not have the necessary software to run the app, 

 

I no longer work for Comcast.

2 years ago

0

BruceW

Gold Problem Solver

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26K Messages

2 years ago

We have a Samsung smart tv. Suddenly it won’t bring up the menu. ...

In https://forums.xfinity.com/conversations/x1/missing-mini-guide/62db365d6f170a2f7efb365b?commentId=62dddb1c6a3f856065f6d062&replyId=62de6d416f170a2f7efb5a2e employee @XfinityEva wrote:

... Depending upon the amount of RAM in the TV (2GB or less), the MiniGuide feature was removed to improve performance and overall experience with the app. 

Unfortunately the employee did not indicate how to tell how much RAM memory a TV has.

Without the MiniGuide, to change the channel on my Samsung I have to [Return] to the first Stream screen ("Now Playing"), select "Live TV", and scroll-scroll-scroll to the channel I want to watch. "Saved", "Browse", "Search", and "Settings" are also options on that screen.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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Frank4014

Contributor

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27 Messages

@BruceW​ sadly; i have no guide at all; i can't use the 'back' button on my remote cause it takes me nowhere. so i can't get on any xfinity channels except the last one i was on. there is NO menu. 

2 years ago

XfinityRaul

Official Employee

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1.6K Messages

Hello, @BruceW. I appreciate you making us aware that you're having issues with redeeming your reward via Forums. Have you by any chance reviewed the order history to see if a reward order went through? How about using a different browser, have you tried that?

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

2 years ago

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gdpodesta

Visitor

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2 Messages

2 years ago

What does this have to do with the shared problem of this thread!?!?

Suddenly, none of us have any way of navigating the app in any way at all.  In my case starting the app takes me to NBC. ANY button exits the app - no navigation, choices, scrolling, or anything. Enter the App and Exit the App, that is it. Have tried restarting everything, using different networks, waiting and trying again.

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CCMacey

Gold Problem Solver

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541 Messages

Good evening Forum Community! I'm sorry to see that there has been some issues using the Xfinity Stream app on your smart TVs over the past few days. In some cases, this may be due to the age and model of your TV.

 

For LG users, the Xfinity Stream app is not currently available on 2022 TVs. Due to a technical issue, it has been removed from these TVs; our technical team is aware of the issue and is working as quickly as possible to restore the app for those models. 

 

For Samsung and LG TV users, the app is not available on 2017 models at this time. Here is some additional information and how to confirm your TV is compatible with the app: https://comca.st/3SvU4xO.

 

@gdpodesta, are you still experiencing this same issue with the menu not working and not having functionality beside entering and exiting the app?

 

 

I no longer work for Comcast

2 years ago

0

BruceW

Gold Problem Solver

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26K Messages

2 years ago

@XfinityRaul : You've now made two posts about the Xfinity Stream Parner app that are irrelevant to two threads. Did you mean to reply to https://forums.xfinity.com/conversations/customer-service/rewardathon/63358b8048c60d55e6056784?commentId=6335ba6b2ff2c66589003f31?

Also, as stated many times:

When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

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Frank4014

Contributor

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27 Messages

@BruceW​ fix it then please. If you’re seeing all these and can take the time to correct the user who are paying for this service then you can take the time to repair and address the issue

2 years ago

XfinityVianney

Official Employee

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1.7K Messages

@Frank4014 Keep in mind that each Samsung TV will vary, so you may not see the same options as others. Can you confirm if your Samsung TV is listed the approved list here: https://comca.st/3BYBgQO

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

2 years ago

0

user_607b39

Visitor

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4 Messages

2 years ago

Me too. I have all LG TVs and all are affected. Comcast has a significant bug that was just introduced, and their Support channel is clueless.

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CCErika

Problem Solver

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339 Messages

@user_607b39

 

Good morning! Thanks for reaching out. Are you still experiencing the issue above? If so, I'd love to help! 

 

I no longer work for Comcast.

2 years ago

0

user_b817cf

Visitor

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4 Messages

2 years ago

I also cannot use the back button to get to the menu guide. Started last night. I reinstalled the app, worked fine, now not working again today. LG TV. This needs fixed by Comcast immediately!

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user_7c8626

Visitor

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1 Message

2 years ago

Can’t get to main menu either can only get to previous channels. Afraid to clear since at least a few channels to watch.  On one month old. Samsung tv. Was working great 2 days ago 

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CCJennifer

Problem Solver

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743 Messages

@user_7c8626 I hate to hear that you're having this trouble, especially when it was working fine a couple of days ago. If you're still having issues, we'll be happy to help troubleshoot and investigate this further. Could you please send our team a direct message with your full name and full address? 

 

• Click "Sign In" if necessary

 

• Click the "Direct Messaging" icon or https://comca.st/3UW3KDc

 

• 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 no longer work for Comcast.

2 years ago

0

user_b9ad8f

Visitor

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2 Messages

2 years ago

This began happening to me yesterday as well.  It happened on both of my LG tvs.  The app work correctly for about 30 minutes and then the back button won't work.

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CCLysa

New Problem Solver

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617 Messages

Hi @user_b9ad8f

 

I appreciate you taking the time to let us know you are experiencing issues as well. Please send me a Direct Message so that I can gather some account details. 

Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the “chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

I no longer work for Comcast.

2 years ago

0

Del_912996

Visitor

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1 Message

2 years ago

We have a 24LQ52OS TV (recently purchased LG tv with WebOS 3.30.40).  The Xfinity app worked when we first installed, but now it is not working (March 2023).  Like others, there is no MAIN MENU so you can only watch the channel you watched last time plus a few saved in history.  PLEASE HELP!  When will this be addressed.  We purchased this tv specifically because it supported this app after conferring with the Best Buy team.  

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CCKyla

Problem Solver

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411 Messages

Hi! Mine did this awhile ago, and I went so far as to delete the app and then re-download it and the same thing happened. I hit the 'back' button the remote on a whim and instead of asking if I wanted to exit the app it took me back to the normal home page I recognized. If that doesn't work, we can start troubleshooting!

I no longer work for Comcast.

2 years ago

0

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