TVAPP-00381

@XfinityJoeB

I am having the same problem while trying to stream recorded programs from my DVR. I am having the problem with all recorded programs. Do you have a solution that you can post? 

Hello, @user_c7bfd6! Thank you for reaching out here in our community. It looks like you are getting a playback error. You can try exiting out of the recording and retry the recording again. You can also delete and download the app again. Please let us know if any of these options work for you. 

@XfinityJoeB   All programs

All programs.  I cannot watch any recordings

Hey @user_9ac765, thank you for reaching out and letting us know you are having the problem as well. Can you send us a direct message so I can see what is going on? You can send one by clicking the "message" icon in the upper right corner of our forum page by the alerts icon. Once you click on that, input our shared handle Xfinity Support to send us a direct message.

If you are getting the same error @user_488b4f, can you send me a DM since it sounds like you tried everything else we suggested. Once you DM us, we can look at this more closely for you! 

To get started, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Peer to peer 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

@user_f8352a 

@XfinityJosephB ?

Hi, @user_f8352a. We will need to run a diagnostic and that requires we pull up your account. Can you direct message your name and address?

Make sure you are signed in.

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

Well that didn’t go as planned...

We’re having trouble playing this recording. We checked for this program On Demand but, unfortunately, it is not available. Please try watching another program.

(Error TVAPP-00381)

This is so ridiculous

Same here

Hi @user_509ac7, im sorry to hear about your DVR issues. Is the program available on the Stream App via mobile device? 

We have pushed a few updates over the last few days to improve this. Are you still having issues @TVforums? 

Hello @user_31ee02 and thank you for letting us know. We have recently been working on a resolution and sent some updates to systems. Please let us know if you are still having this issue. Send us a Direct Message with your full name along with your service address and we will be happy to investigate your account deeper.

(Full credit to @BruceW for this excellent explanation!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon or https://comca.st/2ZRfiAi

• 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

See https://comca.st/3EYwJhh for an example.

Greetings, @user_ac4ba8! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your streaming app, but you have definitely come to the right place for assistance.

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live session. The original post here was created back in July, so the options I just described may no longer be available. If that's the case, you may need to create a new, original post first, but we will still respond to you, just the same. I look forward to hearing from you.

I get the same error message, 00381, with great regularity, especially with recordings. The program stops, then the error message appears  then the Infinity ‘Black Screen of Death’ happens. I have to reattach the recording and it starts at the beginning..very fustrating

Hello, @buenoeverywhere. Thank you for sharing your feedback regarding the streaming error message you're receiving. I can imagine the frustration and I think I'd feel that same way too. This is not the experience we want for anyone. We'd like to take a closer look at what might be causing this issue. Could you please send our team a direct message with your full name and full address? Our team can definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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