Visitor
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NOW TV Latino - Missing Live Channels with Error TVAPP-00500 across all devices
Hello,
I need an Official Xfinity Employee to escalate an issue with my streaming entitlements to the backend engineering team.
I am a subscriber to NOW TV Latino. My bundled third-party apps (like Peacock Premium and ViX Premium) are working perfectly, but my live channels have completely disappeared from the Xfinity Stream app.
When I try to load live TV, I am getting Error Code TVAPP-00500 (Service Authorization Failure).
This is happening simultaneously across multiple devices in my home: my mobile phone, Amazon Fire Stick, and official Xumo Stream Box.
I have already tried restarting my gateway, clearing the app cache/data, performing deep sign-outs, and running a standard channel refresh via the automated assistant. I also called phone support, but they were unable to resolve the issue.
Because my billing is current and third-party partner logins work, this appears to be a UDB (Universal Data Base) profile mismatch where my NOW TV entitlements are not syncing to the Stream app platform. Please open an engineering ticket to manually re-sync and rebuild my account profile's TV entitlements. Thank you.
XfinityJeniece
Official Employee
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4.5K Messages
6 hours ago
Hey there, @user_e39eac, thanks for reaching out through Xfinity Forums regarding your account. Thank you for detailing everything you’ve already tried. Since the live channels are missing across your phone, Fire Stick, and Xumo Stream Box, while your Peacock and ViX access is still working, we definitely want to take a closer look. When did you first notice the live channels disappear?
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