Samsung

I have 4 Samsung TVs. 2 I removed boxes from about a year ago and went to the xfinity stream app. One is a bedroom tv used minimally and one is a basement tv used here and there on weekends. About two weeks ago, the Xfinity stream app quit working. It freezes on the purple screen with three bubbles loading. I have to manually restart the TV by holding the power button until the model shows up. Things I’ve tried

1) restart tv

2) restart modem

3) delete app/reinstall

4) make sure tv has latest updates

5) read forum posts with their suggestions

nothing works. I’m open to any suggestions. I refuse to pay $250 a year to bring back the boxes for TVs that barely get used The TVs are new enough to run the app. Every other app like Hulu, HBO, Disney, etc. run fine on the TV. Please help and thanks for reading.

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user_8b82j2

Contributor

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105 Messages

15 days ago

Good Luck, Comcast/Xfinity continues to refuse to acknowledge their app has issues…

0

XfinityOrlandoM

Official Employee

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2.7K Messages

13 days ago

@cherm24

Thanks for reaching out to us, I recommend you go into your Samsung TV settings and clear the cache and cookies, you want to make sure your TV is compatible https://www.xfinity.com/support/articles/xfinity-stream-app-faqs , so it needs to be at 2018 model or newer.

After you clear the caches and cookies then uninstall the app & reinstall it. A lot of times just deleting the app and reinstalling it doesn't clear all the running data, So it's recommended to do the clearing cache cookies options 1st and then uninstall and reinstall the app.

Let me know if that worked and resolving your connection issues with your Samsung TV's

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cherm24

Contributor

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20 Messages

None of that worked.

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12 days ago

0

XfinityJorge

Official Employee

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2.6K Messages

cherm24 Thanks for the response and letting us know that you attempted those steps. Let us work together and take a look into the account to see what is going on with our Stream App. Please send me a DM with your full name and service address to get started.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" 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 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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12 days ago

0

mpcssapp

Visitor

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1 Message

I have had the same issue for over a month

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3 days ago

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XfinityAlfonso

Official Employee

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2.1K Messages

Hello mpcssapp thank you so much for contributing to the conversation here on our Xfinity Forums! Is this also happening on Samsung TVs as well, or a different make/model of device? Have you attempted the steps outlined above as well for a solution?

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

Like

Reply

1 day ago

0

Xfinity Stream Website

cherm24

Samsung

user_8b82j2

XfinityOrlandoM

cherm24

XfinityJorge

mpcssapp

XfinityAlfonso

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