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user_o2sgvt
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Friday, July 17th, 2026 3:34 PM

Xfinity Steam App Error TVAPP-00287, via Roku Ultra

We have been running the XS app on 2 Roku Ultra and 4 Roku Premier devices since August 2020.

In the last two weeks, the app had started to buffer &/or show a "Cannot be played" message on a devices.

Starting yesterday, we are getting error code "TVAPP-00287"

All other streamers, on not just Roku but on our other devices, work, as does the internet itself.

We tried deleting the XS app to reinstall but, when we find it in the roku app store, it only lets us Open the app, with no option to add to home screen.

Any assistance would be appreciated

[Edited: "Personal Information"]

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14 days ago

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XfinityEricB

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16 days ago

 

user_o2sgvt Thanks for reaching out about the error you are getting when trying to us our stream app on your Roku, and we are happy to help. Just to make sure what you have done so far was completed, after you deleted the app on the device was there ever at any point an option to install it again or just the "open the app" after? I just want to make sure it was deleted, and not just deleted from the home page. 

 

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user_o2sgvt

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Thank You for reply...

We spoke to Roku and were able to fully delete, reinstall and open the XS app.  Once on the XS homepage, we can choose a program to watch (live or recorded), but it will still not actually play the selection.   The message has been "ERROR: TVAPP-00287" or "We are having trouble playing video"

Roku also walked us through several steps to confirm the devices, and the other apps (HBO, Disney, Prime, etc) that we access via Roku are working normally... they are.

Note 1:  Internet and Landline services as also working normally.

Note 2:  In the past two weeks, we've had Xfinity in home and neighbourhood in general updating systems and, since this started in same period, Roku suggests this *may* be part of the issue (but was only suggestion).

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16 days ago

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XfinityNatalie

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Did you also clear the cache history in the Roku settings before logging into the Stream app again when you walked through support with Roku recently, user_o2sgvt?

 

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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16 days ago

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user_o2sgvt

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Hello,

I wanted to follow-up on this, maybe help others in same situation...

Xfinity is our provider and we have 2 Roku Ultra, 4 Roku Premium.

All Roku apps (Disney, HBWhatever, Prime, etc) except Xfinity Stream work as normal.

XS started clocking and not showing programming, instead giving us "ERROR: TVAPP-00287"

We tried all the steps, spoke to both Roku & Xfinity (Both VERY knowledgeable & polite) and walked through all the steps again without success.

All of this was done on the two Ultras.

In thinking of how the Roku devices mostly update each other when you add, remove, move apps, or change settings, we thought maybe this had something to do with the issues.  At some point, I believe I asked both Roku & Xfinity Reps if I had to do these steps on all devices, and both said should do it itself.

However, we went and unplugged all Roku and let them set for about 24 hours, then came back to one of the Ultras and did everything again.

XS booted and after a couple of minutes, we were seeing programming again.

After another 24, we slowly repowered the other Roku and ended with all working, and working for days now with no noticeable issues.

While not sure this is THE fix, it makes sense given the structure of the Rou "network".

Hope this helps others in need!

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14 days ago

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