Xfinity Connect Mobile App

[Shermo_6]

Like the app so far, except it's constantly crashing.  I can make it crash when I select the inbox.  Get a message that say "The application xfinity mobile (process net.comcast.ottclient) has stopped unexpectedly.  Please try again."

How can I fix?  Thanks

[JamesR]

Can you uninstall and then reinstall the app? Sometimes that seems to help.

[Shermo_6]

I reinstalled, but still have the same problem.

[JamesR]

Sorry you are having a problem.  I will notify an Administrator to get you some help.

[CC_Dete]

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JamesR wrote:

Sorry you are having a problem.  I will notify an Administrator to get you some help.

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I've escalated this to our fix group via ticket CR231069253. Please give us a few days to look into this. Also wanted to let you know that it may take some time to circle back due to holiday schedules.

[Shermo_6]

I received a call from your "fix group" shortly after your note above, about 2 months ago.  They said they are aware of this issue on android based phones and they were working on it. 

I downloaded the latest version of the app today and can confirm I am still having this issue.  Is this issue going to be addressed?

Thank you

[JamesR]

Sounds like you have a conflict on your D2.

Droid Forums have traditionally recommended Soft an Hard Resets and Wipes to resolve application conflicts.

Here is my favorite collection

Soft Reset:

Simply hold top power button and select power off to power device off and then press and hold again top power button and power device back on.

Battery Pull

This is just what it implies, you remove to battery while device is still powered on because device locks up and does not respond to user interactions like sreen touch ot battery press..

Hard Reset: - Removes all personal data and sets device back to the stock state when you bought device...

1. Uncheck "Back up my data" under Settings/Privacy

2. Click Factory Data Reset/Reset Phone

3. After reset is complete only Active Phone but do not input Google Email information

4. Once phone is at homepage go back into Settings/Privacy and make sure the Automatic Restore option is unchecked, even if grayed out, activate "Back up my data" and quickly disable "Automatic Restore"

5. After being sure that the Automatic Restore option is off it will be safe to log into Google and you can continue installing preferred apps and custom settings.

Boot in Recovery Mode Wipe: - Wipes system configuration settings and loads default settings but keeps personal data saved on system, normally used to recover from a none boot status without loosing personal data.

Power Device Off First.....

1. Hold Home Button and press power

2. Screen will show a Android with a triangle with astrick

3. Let Go of Home Button and Power

4. Press Search Button (Far Left Button)

5. A blue menu will show at top of page, scroll to Format Device

6. Select Yes to verify

7. Allow format to complete (Information at bottom of page will go through a few steps)

8. Once Format is complete Blue Menu will show at top again, select Reboot

Note: Use volume up and down to select opinion and use camera button as Enter,,,

[JamesR]

What I did, was uninstall the app, did a Battery Pull from above and then reinstalled the app.

No Crashes to report.

[Shermo_6]

I did the same, then the app worked for about a day.  I like the app, when it works. 

Next day when I open the app and select inbox, I get the same "Sorry.  The application xfinity mobile (process net.comcast.ottclient) has stopped unexpectedly. Please try again."  Needed to do some combination of soft reset and battery pull to be able to reinstall and get it to work again, and then after a

day or less this time, the same thing happened.

Address book and tv listings seem to work ok, and I believe I can even set dvr to record.  On demand menu works as well.  I am not logging in with primary account so can't test voicemail.

Why can't I access inbox?  Is there a fix in the works?

[ComcastKchahal]

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Shermo_6 wrote:

I did the same, then the app worked for about a day.  I like the app, when it works. 

Next day when I open the app and select inbox, I get the same "Sorry.  The application xfinity mobile (process net.comcast.ottclient) has stopped unexpectedly. Please try again."  Needed to do some combination of soft reset and battery pull to be able to reinstall and get it to work again, and then after a

day or less this time, the same thing happened.

Address book and tv listings seem to work ok, and I believe I can even set dvr to record.  On demand menu works as well.  I am not logging in with primary account so can't test voicemail.

Why can't I access inbox?  Is there a fix in the works?

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We are aware of the crash issues and are putting together a fix in the next release. Meanwhile try this - go to your device settings/ manage applicaitons/ Xfinity mobile and 'Clear Data' and then un-install the app and re-install - see if it works. 

If it doesn't you will have to send us the logs - the moment your app crashes. The way to do it is - download a free 'Log collector' app from Android market. you can search. Once the app is downloaded, and after the xfinity mobile app crashes, close the app and open the log collector and follow the instructions for sending the logs and email them to kchahal@comcast.net

Thanks,

Kchahal

[skynut38]

I have installed and uninstalled and reinstalled the Xfiniti mobile app.  No matter what I do, the digital voicemail has no sound on my Droid Global 2.  The player looks like it plays, but no sound comes out.

[skynut38]

What is interesting is, if I start the player, then hit the home key, it will sound loud briefly then exit the app.  Then, if I reload the app, the player works okay.  However, it will only play over the speaker, not the earpiece and the volume is extremely loud.

[JamesR]

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skynut38 wrote:

I have installed and uninstalled and reinstalled the Xfiniti mobile app.  No matter what I do, the digital voicemail has no sound on my Droid Global 2.  The player looks like it plays, but no sound comes out.

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An alert has been sent to a Comcast Administrator.  Hope they can help you.

[CC_Dete]

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skynut38 wrote:

I have installed and uninstalled and reinstalled the Xfiniti mobile app.  No matter what I do, the digital voicemail has no sound on my Droid Global 2.  The player looks like it plays, but no sound comes out.

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skynut- can you please confirm if your running OS 2.1 or 2.2?

[skynut38]

2.2

[CC_Dete]

Thanks - I've escalated case CR239628759 to our tech ops team.

[kg28]

I am having same issue with my android phone and have done all the above.  Also getting weird text on the emails I reply to using my xfinity mobile app.  When I chatted with a xfinity customer service person, they said it was my service provider...but my service provider said it's the app since none of my other apps are having any issues.

[simons]

Getting same types of crashing errors (stopped unexpectedly, please try again) several times a day.  Often I'm not even using the app, it just crashes in the background and I see the notification when I unlock my phone.  Quite a pain.  Any update on when a new version that fixes these crashes will be available? 

- Simon

[kapsc]

Can you go to your device settings/ applications/ Xfinity mobile and clear cache and data and see if it helps?

Mine worked. 

[simons]

Clearing cache and data helped temporarily... certainly not crashing as much as before (which had been multiple times a day), but it has crashed twice in the past couple of days.  Instability problem is there, and if the problem is data or cache getting corrupted, there's some bugs that are causing the corruption to happen somewhat regularly.

- Simon

[simons]

Finally uninstalled the app.  Got too frustrated with repeated crashes (multiple daily), and inbox not refreshing to show new messages.  Will try it again once a future version is released.

- Simon

[JamesR]

If cleaning cache provided a temporary solution, it seems like another App might be in conflict.

You could try Uninstalling rnd reinstalling Apps to see if you can find the conflicting app or hopefully find that reinstalation sorts things out for you.

[simons]

All of my other apps work fine without a problem.  No instability. 

And this one is notoriously unstable.  Even aside from the crashes, I was having the same problems other people have documented in other forum threads.  The inbox would not refresh properly.  Starting the app would show several new messages, after reading one or two all of the other new ones disappear from visibility.  Messages that were not new and that were already in the inbox sometimes magically disappear from the message list in the mobile app.  These missing new and old messages are perfectly visible when checking the inbox through the regular webmail interface... but not necessarily through the mobile app, and no way to force the message list in the app to refresh to show what's actually in the inbox. 

Clearing cache and app data resets the app to a new state, logging in again for the first time fixes the issue for a short time, but after checking email a couple of times the whole thing starts over with new messages disappearing and some existing messages not appearing. 

Given that the app does not perform normal functions correctly, I think it's a bit disingenuous to blame a different app for stability problems.  This app is really buggy, and I think it's much more likely that bugs in the Xfinity Mobile app are leading to crashes than to blame some other app.  Since I uninstalled the Xfinity App, I've had no problems, no crashes, everything else is running fine.  

- Simon

[Shermo_6]

I couldn't agree with Simons more.  Let's stop insinuating it's the fault of other apps, but instead get under the hood and request logs from users to identify and solve the conflicting issues inherent in this xfinity app.  It's been broken way too long.  With the number of android users growing rapidly every day, you would think that Comcast would have already dedicated the proper resources to solve these issues so we all can start complaining about something else (like how when you scroll down in an email and move to the next email, your view starts scrolled down to the level you left off on the previous email!).

[ComcastKchahal]

Next Android update release 3.0.1 is going to fix majority of the crashes.

Thanks

Kchahal

[Shermo_6]

Is there an ETA on 3.0.1?

[ComcastKchahal]

ETA is end of this month. Hopefully by 30th or 31st of August.

will keep you posted.

[Shermo_6]

Any update on 3.0.1?  We're well into September now.

I would think for Comcast, that without offering IMAP based email, it would be a very high priority that this app works well to keep their current customer base.

Thanks.

[ComcastKchahal]

We thank you for your patience. There were some backend issues and also long weekend in between where we don't release any updtaes.

The 3.0.1 update is expected to go live within the next 24-48 hours.

Thanks,