Reply
Contributor
dawnholio1971
Posts: 5
Registered: ‎10-13-2012

all videos

All videos on xfinity.com are stalling and restarting about every 20 seconds.  This is not happening to me with any other video site.  What is the problem?

Official Employee
ComcastJoe
Posts: 6,887
Registered: ‎08-11-2011

Re: all videos


dawnholio1971 wrote:

All videos on xfinity.com are stalling and restarting about every 20 seconds.  This is not happening to me with any other video site.  What is the problem?


Please go to www.xfinitytv.com/computer and copy the information you see on-screen and paste it in this thread so we can further assist you.

Also, please send the URLs of the videos that you are trying to watch.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support

New Visitor
matsueda
Posts: 1
Registered: ‎02-24-2013

Can no longer watch videos

After several years of watching videos online, I no longer can (past 3-4 weeks).  I click on play, get a black screen with red infinity letters and video title in white, and nothing else for hours.  I called comcast and followed their instructions, reinstalling silverlight from the link provided in this forum (version with numerals 516 in it), reinstalled flash player, and still the same.  I can access live TV, e.g., ESPN, but no videos -- TV or movies.  I can access Netflix fine, but not infinity.  I'm very frustrated.  Please advise!

Official Employee
ComcastJoe
Posts: 6,887
Registered: ‎08-11-2011

Re: Can no longer watch videos


matsueda wrote:

After several years of watching videos online, I no longer can (past 3-4 weeks).  I click on play, get a black screen with red infinity letters and video title in white, and nothing else for hours.  I called comcast and followed their instructions, reinstalling silverlight from the link provided in this forum (version with numerals 516 in it), reinstalled flash player, and still the same.  I can access live TV, e.g., ESPN, but no videos -- TV or movies.  I can access Netflix fine, but not infinity.  I'm very frustrated.  Please advise!


Please go to www.xfinitytv.com/computer and copy the information you see on-screen and paste it in this thread so we can further assist you.

Also, please send the URLs of the videos that you are trying to watch so I can further test them.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support

Contributor
dawnholio1971
Posts: 5
Registered: ‎10-13-2012

Re: all videos

My Zip Code: 30030 My Cable Provider: Not Installed Use Dac: false My Conroller ID: 153 My Map ID: 302 My Persona ID: 6784 My myDVR Manager Status: activated My Set Top Box Names: Living Room My Queue setup: false Facebook Queue Syncing: false Facebook Connect: false My public IP address: 68.244.250.186 My operating system: Windows - rv:19.0 My web browser: Firefox 19 - Mozilla/5.0 (Windows NT 6.1; WOW64; rv:19.0) Gecko/20100101 Firefox/19.0 My system type: Desktop computer or other device My Move player version: Not Installed My Silverlight version: 5.1.10516.0 My flash version: 11.6 r602 Javascript: enabled Cookies: Enabled (3067 Bytes).

 

http://xfinitytv.comcast.net/watch/Chopped/6821252711155491112/18647107905/Make-No-Mistake/videos?sk...

 

http://xfinitytv.comcast.net/watch/Enlightened/8028025044436995112/16216643945/Enlightened-17-%28HBO...

 

 

These are 2 examples of the videos that stalled.  All videos I try to watch are doing the same thing.

 

Official Employee
ComcastJoe
Posts: 6,887
Registered: ‎08-11-2011

Re: all videos


dawnholio1971 wrote:

My Zip Code: 30030 My Cable Provider: Not Installed Use Dac: false My Conroller ID: 153 My Map ID: 302 My Persona ID: 6784 My myDVR Manager Status: activated My Set Top Box Names: Living Room My Queue setup: false Facebook Queue Syncing: false Facebook Connect: false My public IP address: 68.244.250.186 My operating system: Windows - rv:19.0 My web browser: Firefox 19 - Mozilla/5.0 (Windows NT 6.1; WOW64; rv:19.0) Gecko/20100101 Firefox/19.0 My system type: Desktop computer or other device My Move player version: Not Installed My Silverlight version: 5.1.10516.0 My flash version: 11.6 r602 Javascript: enabled Cookies: Enabled (3067 Bytes).

 

http://xfinitytv.comcast.net/watch/Chopped/6821252711155491112/18647107905/Make-No-Mistake/videos?sk...

 

http://xfinitytv.comcast.net/watch/Enlightened/8028025044436995112/16216643945/Enlightened-17-%28HBO...

 

 

These are 2 examples of the videos that stalled.  All videos I try to watch are doing the same thing.

 


Try using a different web browser and let me know if it works. This is not a permanent solution but it will help us narrow down your issue.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support

Contributor
dawnholio1971
Posts: 5
Registered: ‎10-13-2012

Re: all videos

I tried it in IE also.  It still didn't work.

Official Employee
ComcastJoe
Posts: 6,887
Registered: ‎08-11-2011

Re: all videos


dawnholio1971 wrote:

I tried it in IE also.  It still didn't work.


Try deleting your cookies and cache and then try again.

 

Thanks,
Joe
XfinityTV.com/Xfinity.com Support

Contributor
dawnholio1971
Posts: 5
Registered: ‎10-13-2012

Re: all videos

that was the first thing I tried.  it didn't work.