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rasmusrj
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15 Messages

Fri, Jul 17, 2020 11:00 AM

Xfinity Stream Beta app stuck on purchase screen

It seems a lot of people have had this problem for a while and that it has not been resolved.

 

For about a month the app has been stuck on purchase screen across several Samsung devices, making the app useless.

Reinstalling and removing tv from power outlet seems to do nothing.

When will this be resolved?

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Accepted Solution

Rustyben

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24K Messages

1 y ago


@rasmusrj wrote:

It seems a lot of people have had this problem for a while and that it has not been resolved.

 

For about a month the app has been stuck on purchase screen across several Samsung devices, making the app useless.

Reinstalling and removing tv from power outlet seems to do nothing.

When will this be resolved?


it likely isn't stuck. if you are a current cable TV subscriber, do a test. go to xfinity.com and sign in. go to account, then to users. add a new user and use that user to sign in. does the new username work?

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rasmusrj

Frequent Visitor

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15 Messages

1 y ago

I couldn't quite do what you suggested as the the app needs to be activated through xfinity.com/authorize and a 6 digit code.

 

However, I was able to sign out (settings are available on the stuck purchase screen) and then redo the authorization, which fixed the problem.

 

I have no idea, if this would have fixed it in the first place as I had tried several times to delete, install and authorize the app, or if something changed in the authorization.

rasmusrj

Frequent Visitor

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15 Messages

1 y ago

I just did a reinstall on my other Samsung tv, and that fixed the issue, so I'm guessing something changed on the xfinity end.

Regular Visitor

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8 Messages

1 y ago

Hi I just got a new Samsung smart TV - I am having the same issue. The app just loads to the purchased page and it won’t let me do anything else. I’ve uninstalled and reinstalled the app and nothing seems to work. Any suggestions?
rasmusrj

Frequent Visitor

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15 Messages

1 y ago

Yes, I was able to go to settings (the only option available on purchase screen) and choose to log out, when I then authorized the app, everything was fine.

Official Employee

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196 Messages

1 y ago

Hello @rasmusrj,

 

Thank you for your feedback on the Xfinity Forums. We are happy to see that the issue has resolved for you!

 

Hopefully, to provide you with some closure, we are aware of this issue and are working toward finding a permanent solution so customers no longer have this negative experience.

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Official Employee

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196 Messages

1 y ago

Hello @Fco301,

 

You may be able to resolve the issue for your account by logging out on all affected devices and logging back in.

 

Can you try this and let us know if you regain access to your channels?

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Regular Visitor

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8 Messages

10 m ago

I tried this several times and it did not work for me.

Regular Visitor

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8 Messages

10 m ago

This did not work.The app keeps loading to the purchases page and there is nothing I can do to get out of it other than quitting the app.

Regular Visitor

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8 Messages

10 m ago

The screen continues to be stuck in the purchases page; I have tried logging in and out of it, nothing happens, I have also tried to delete and reinstall the application. I even found these instructions - everything works up until step 8 - I never see that main menu https://forums.xfinity.com/t5/Mobile-Apps/ANSWERED-How-to-install-Xfinity-Stream-App-on-Smart-TVs/ta-p/3171780

 

Rustyben

Expert

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24K Messages

10 m ago


@Fco301 wrote:

The screen continues to be stuck in the purchases page; I have tried logging in and out of it, nothing happens, I have also tried to delete and reinstall the application. I even found these instructions - everything works up until step 8 - I never see that main menu https://forums.xfinity.com/t5/Mobile-Apps/ANSWERED-How-to-install-Xfinity-Stream-App-on-Smart-TVs/ta-p/3171780


do a test. go to xfinity.com and sign in. go to accounts, then users, and create a new username. use that username/password to sign in to the beta stream app.working?

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Regular Visitor

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8 Messages

10 m ago

I did what you said. However, now when I try to install the app in my TV...the app doesn't donwload at all, I click on the install button but nothing happens. The TV is wired to the internet and everything else works in it. I did notice that the app had been recently updated - the latest update is 8/6/2020...so maybe they are continuing to work out the bugs.

Regular Visitor

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8 Messages

10 m ago

Update: I got the app to install in the TV. However, even after creating a new user profile and logging in with those credetials; the outcome remains the same. The app loads to the "Purchases" page and there is no way to get out of it or switch it. The app also bypasses the step where I am supposed to "name the device". After the authorization step - the app loads to the "purchases" page. Any help is welcomed. 

Rustyben

Expert

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24K Messages

10 m ago


@Fco301 wrote:

Update: I got the app to install in the TV. However, even after creating a new user profile and logging in with those credetials; the outcome remains the same. The app loads to the "Purchases" page and there is no way to get out of it or switch it. The app also bypasses the step where I am supposed to "name the device". After the authorization step - the app loads to the "purchases" page. Any help is welcomed. 


I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Regular Visitor

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8 Messages

10 m ago

Thanks Ben, I spend another 45 min on the phone with their customer service - I have been at this for about 2 weeks now - and they too said they were going to put in a ticket for me? They didn't explain who or when I will hear back from them. In any case - thanks for you input. I really wish they would get this fixed ASAP its agrevating. 

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