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user_tlwv7m
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6 Messages

08/22/2026 6:32 PM

stream hisense firetv issues

Having issue with the Xfinity Stream app on my new Hisense TV.

Downloaded the app via the embedded FireTV interface. All other apps (Netflix, Prime, ...) are fine. But Stream will occasionally do the following:

1) Audio and video out of sync - need to pause and restart.

2) about once a week Stream will not respond - need to unplug the TV for a "reset"

I did contact HiSense, and ran all of their tests, even doing a factory reset of the TV. Since all other apps work fine, they can't help me anymore.

Read that I may need to use an external device (like a Roku) to use Stream, but that seems excessive.

Anyone else having these problems? Can't just be me!

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28 days ago

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XfinityDemetrise

Official Employee

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566 Messages

2 months ago

Hi there @user_tlwv7m Are you still having issues with the Xfinity Stream App?

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user_tlwv7m

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6 Messages

Yes - no improvement.

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2 months ago

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XfinityNatalie

Official Employee

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1.1K Messages

 

user_tlwv7m, Thank you for confirming you are still experiencing an issue. What is the make/model of your Hisense TV?

 

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2 months ago

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user_tlwv7m

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HiSense - 55" Class U6 Series MiniLED QLED UHD 4K HDR Smart Fire TV 55U65QF

S/N 55N252965H01312

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2 months ago

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XfinityNatalie

Official Employee

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1.1K Messages

Thanks for confirming! Have you tried removing the Stream app and then reinstalling it again, user_tlwv7m?

 

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2 months ago

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user_tlwv7m

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6 Messages

I did that when I did the factory reset, but I guess worth a shot again ...

Will try that - but last night the stream app would not work at all - it came up, but would not allow me to select a channel or show - would loop back to the channel guide, Had to unplug the TV, wait a minute, and plug it back in.

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2 months ago

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user_p2wn79

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2 Messages

1 month ago

Not having this exact issue but one is when we put on a recorded show it is fine for a few seconds and then goes back to the “Watch” screen. We need to unplug the tv to get it to reset itself.
What do you suggest for that? 

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user_p2wn79

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2 Messages

Also it seems to mainly happen in the morning when the tv is first turned on 

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1 month ago

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XfinityCliff

Official Employee

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765 Messages

Thanks for sharing your experience here on our Xfinity Community forums @user_p2wn79!

Since the issue seems to occur when first turning on the TV in the morning and requires unplugging the TV to recover, I'd recommend trying a few things:

First, make sure both the Xfinity Stream app and the TV software are fully up-to-date. You can also try going to Settings, Applications, Manage Installed Applications and Xfinity Stream and clearing the app cache.

If the TV is using a quick-start or fast-start power mode, try disabling that feature and perform a full power cycle of the TV. Sometimes apps don't initialize properly after the TV wakes from a low-power state. (I had a similar issue with one of my own TCL TV's in our house with a different app.) 

It may also help to sign out of the Xfinity Stream app, restart the TV, and then sign back in. If you have the option, uninstalling and reinstalling the Stream app is worth trying as well.

A couple of questions that may help narrow this down: Does this only happen with recorded content, or does it also occur with live TV? Is the TV connected via Wi-Fi or Ethernet? And have you noticed whether the issue occurs every morning or only occasionally?

Those details can help determine whether we're looking at an app issue, a device-specific issue with the TV platform, or something related to how the TV is resuming from standby.

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 as Best Answer.tick

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28 days ago

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