XfinityTV Website

[MelKing]

Have been receiving the message going on 4 days now. Please help. Thanks.

[JeffKulpSr]

Does anyone have a solution for error 6036. Cant play movies off premium channles. I am current on my bill and have a subscription to all.

TV shows work just fine.

PC had some microsoft updates last week. Thats the only thing I can think of that has changed.

I have tried firefox, chrome....all the same results.

[bill13f]

same problem -- no clue why

[JeffKulpSr]

ive tried firefox...chrome..reinstalled silverlight...deleted all activate pcs on infinity..nothing has worked

[bdrenck88]

I try watching HBO and get the error.

My Zip Code: Unknown My Cable Provider: Unknown My myDVR Manager Status: Not Installed My Set Top Box Names: Not Installed My Queue setup: False Facebook Queue Syncing: false Facebook Connect: False My public IP address: My operating system:Windows - rv:11.0 My web browser: Firefox 11 - Mozilla/5.0 (Windows NT 6.1; WOW64; rv:11.0) Gecko/20100101 Firefox/11.0 My system typeesktop computer or other device My Move player version: Not Installed My Silverlight version: 5.0.61118.0 My flash version: 11.1 r102 Javascript: enabled Cookies: enabled

[rsmartinez]

My Zip Code:UnknownMy Cable Provider:UnknownMy myDVR Manager Status:Not InstalledMy Set Top Box Names:Not InstalledMy Queue setup:FalseFacebook Queue Syncing:FalseFacebook Connect:FalseMy public IP address:76.90.19.88My operating system:Windows - UndefinedMy web browser:Chrome 17 - Mozilla/5.0 (Windows NT 5.1) AppleWebKit/535.11 (KHTML, Like Gecko) Chrome/17.0.963.56 Safari/535.11My system typeesktop Computer Or Other DeviceMy Move player version:Not InstalledMy Silverlight version:4.1.10111.0My flash version:11.1 R102Javascript:EnabledCookies:Enabled

[JeffKulpSr]

Clear internet history.

uninstalled and reinstalled silverlight....no luck

installed and tried firefox..no luck

installed and tried Chrome...no luck.

Other ideas? Seems like a few more people are starting to have this problem as well.

[JeffKulpSr]

Tried that first...still no go..

I can watch TV episodes but no movies. wierd

Other suggestions?

[JeffKulpSr]

cinemax "man of fire" doesnt work.

tried HBO, Starz, and Encore...none of them work. Bill is current and Im a subsrcriper to all.

No problem watching them on my home tv.

All tv shows ive tried work..from Law and order to CSI to Butterfly affect.

Its odd that TV shows work and movies dont.

[JeffKulpSr]

My Zip Code:25425My Cable Provider:Comcast Martinsburg DigitalMy myDVR Manager Status:activatedMy Set Top Box Names:Living RoomMy Queue setup:TrueFacebook Queue Syncing:falseFacebook Connect:FalseMy public IP address:69.140.236.110My operating system:Windows - Windows NT 6.1My web browser:Explorer 8 - Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; WOW64; Trident/4.0; GTB7.2; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; .NET4.0C; .NET4.0E; BRI/1; InfoPath.2)My system typeesktop computer or other deviceMy Move player version:Not InstalledMy Silverlight version:5.0.61118.0My flash version:11.1 r102Javascript:enabled

Cookies:enabled

[JeffKulpSr]

yep box is checked..still not working.

Is there a way to use an older version of silverlight? maybe an update in the past week has made the difference. Movies played fine 2 weeks ago.

[JeffKulpSr]

No im just watching them on pc in my office.

[JeffKulpSr]

I still got the same error message on xifnity..error 6036.

as far as updating drivers...no messages at all. went into device manager and updated the driver.

[cbcl]

My Zip Code:46307My Cable Provider:Comcast Homewood StandardMy myDVR Manager Status:Not InstalledMy Set Top Box Names:Not InstalledMy Queue setup:FalseFacebook Queue Syncing:FalseFacebook Connect:FalseMy public IP address:24.1.251.56My operating system:Windows - UndefinedMy web browser:Chrome 17 - Mozilla/5.0 (Windows NT 5.1) AppleWebKit/535.11 (KHTML, Like Gecko) Chrome/17.0.963.56 Safari/535.11My system typeesktop Computer Or Other DeviceMy Move player version:Not InstalledMy Silverlight version:4.1.10111.0My flash version:11.1 R102Javascript:EnabledCookies:Enabled

[escalanteella]

I keep on getting this message

This video cannot be played.

Sorry, this video is currently unavailable. (Error 6036)

Please check back soon.

It worked fine yesterday

[Lamedog]

Tried watching HBO on demand...

The video would start to play a trailer or commercial or something (played the HBO tune) then the Error 6036 message popped up.

I uninstalled and reinstalled Silverlight - It still will not play
Found a message asking for some data...  here it is:

My Zip Code:97116

My Cable Provider:Comcast Beaverton Digital

My myDVR Manager Status:activated

My Set Top Box Names:Living Room, Buddy TV

My Queue setup:FalseFacebook Queue Syncing:falseFacebook Connect:False

My public IP address:67.189.86.196

My operating system:Windows -  Windows NT 6.1

My web browser:Explorer 9 - Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; .NET4.0C; .NET4.0E)

My system typeesktop computer or other device

My Move player version:Not Installed

My Silverlight version:5.0.61118.0

My flash version:11.1 r102Javascript:enabled

Cookies:enabled

Tried multiple epidsodes with same result.  Here is one I tried:

http://xfinitytv.comcast.net/tv/Deadwood/88/1254964368/Deadwood-26-%28HBO%29/videos

[Lamedog]

I also tried Google Chrome.. won't work there either

[kaf2010]

Error 6036 everywhere-- what is the solution - have 64 bit computer - tries to install safari no good... This is pathetic...

[kaf2010]

ALSO -- it is not always us with device driver issues, etc--- it is more than likey you and your changes that are not managed correctly...

Why not modify your error pages to return valuable information instead of posting here and wasting a day of life looking for your information that you post in random locations -- usually incorrect information at that...

[kaf2010]

and tried it further in 32 bit IE 8 -- nothing...

[joe7777]

I am getting same message

[kip66]

I am also getting these messages when tring to play showtime .they sometimes start then they stop.i have done all the recomended fixs and reloaded silverlight and flash play still no showtime.

[jjscott]

I am having the same issue!

[chillyreck]

Still reading error 6036 when try to HBO nothing is working

[chillyreck]

same problem think it is comcast not us!!!

[kip66]

Had this problem for a couple of weeks very frustrating.Checked all the Drivers and flash players and silverlight reloaded them all.cant watch Showtime series but can watch 6o min.I was able to watch anything up to 2 weeks ago I have this computer hooked up to 2 large screen monitors with VGA cables.I am running XP service pack 2.i have made no changes to the system.here is my info:

My Device Information My Zip Code: 16049 My Cable Provider: Comcast Rimersburg Digital My myDVR Manager Status: Unknown My Set Top Box Names: Unknown My Queue setup: True Facebook Queue Syncing: false Facebook Connect: False My public IP address: 76.125.238.228 My operating system: Windows - Windows NT 5.1 My web browser: Explorer 8 - Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0; GTB7.3; .NET CLR 1.1.4322; .NET CLR 2.0.50727; .NET CLR 3.0.04506.30; .NET CLR 3.0.4506.2152; .NET CLR 3.5.30729) My system type: Desktop computer or other device My Move player version: Not Installed My Silverlight version: 4.1.10111.0 My flash version: 11.1 r102 Javascript&colon; <script type="text/javascript"></script> enabled Cookies: enabled  

<script type="text/javascript"></script> <:footer>

[pattykins930]

i tried uninstalling silverlight and installing it,,no go

[kip66]

You are Correct they are just giving us things to do while they are tring to solve the problem that is on their end.This is false advertising as their xfinity does not deliver.

[pattykins930]

i tried uninstalling and installing Silverlight..still get error 6036.can you help?

My Device Information My Zip Code: 19103 My Cable Provider: Comcast Philadelphia Area 1 Digital My myDVR Manager Status: My Set Top Box Names: My Queue setup: True Facebook Queue Syncing: false Facebook Connect: False My public IP address: 24.0.231.60 My operating system: Windows - Windows NT 5.1 My web browser: Explorer 8 - Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 5.1; Trident/4.0; GTB7.3; .NET CLR 1.1.4322; .NET CLR 2.0.50727; .NET CLR 3.0.4506.2152; .NET CLR 3.5.30729) My system type: Desktop computer or other device My Move player version: Not Installed My Silverlight version: 4.1.10111.0 My flash version: 11.1 r102 Javascript&colon; enabled Cookies: enabled

[Lamedog]

Firefox 10 doesn't work

Google Chrome 17 doesn't work
Internet Exploder doesn't work

I am NOT installing Safari 

[boristheblade]

I to am having this problem I can't even watch TV series I have subscriptiion to.

Tried all fixes listed above still nothing

[ComcastJoe]

Hi all,

We recently have seen an increase in Error 6036 when trying to play a video. If you are trying to watch a video from your PC or Mac and you are receiving this error message, try uninstalling then re-installing Microsoft Silverlight. Go here for step-by-step instructions:

http://xfinitytv.comcast.net/help/technical-support/xfinity-tv-player/#silverlight-reinstall

If you followed the steps above and you are receiving the same error message, you must install an update for your video driver. Here is how to do it:

Windows XP, Windows Vista, Windows 7:

1. Click the "Start" button and then click the "Control Panel" option.

2.  Click "Hardware and Sound" from the menu.

3.  Click on the "Device Manager" icon from the menu.

4.  Click on your graphics card icon from the menu on the left side of the Device Manager window.

5.  Click the "Drivers" tab at the top of the window that appears. The window should have a prompt saying "The drivers for this device are up to date."

6.  Click the "Update Driver" icon on the window if the drivers are out of date. Wait for the drivers to install on the system.

7.  Click the "Restart" button when prompted. When the computer restarts, the drivers will be up to date.

Mac OS X:

1. Click the Apple logo.

 2. On the "Apple" menu, click "Software Update."

3.   If there is a Mac OS X update available, you can install it. If there is a graphics driver update, it will be included in the Mac OS X update.

Please let me know of your results or if you are still having issues.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[boristheblade]

ComcastJoe I have tried every fix you have listed and just tried updating my drivers still no luck. This has been going on for 4 days I need answers

[ComcastJoe]

---

boristheblade wrote:

ComcastJoe I have tried every fix you have listed and just tried updating my drivers still no luck. This has been going on for 4 days I need answers

---

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
Twitter: @XfinityTVJoe

[cmhernandez03]

Having same problem as boristheblade... I have tried all major browsers... reinstalled silverlight... checked drivers... still have had no luck... the problem does not appear to be on the client end... its also not private mode or incognito mode [if you have that ability in your browser]... its almost as if your site is timing out... I get past the point of obtaining authorization... but once we get to starting playback... it just hangs there for a minute... and then we get the error... "

This video cannot be played.

Sorry, this video is currently unavailable. (Error 6036)"

My Cable Provider:Comcast Houston Digital
My myDVR Manager Status:Not Installed
My Set Top Box Names:Not Installed
My Queue setup:False
Facebook Queue Syncing:False
Facebook Connect:False

My operating system:Windows - Undefined
My web browser:Chrome 17 - Mozilla/5.0 (Windows NT 6.1) AppleWebKit/535.11 (KHTML, Like Gecko) Chrome/17.0.963.56 Safari/535.11
My system typeesktop Computer Or Other Device
My Move player version:Not Installed
My Silverlight version:5.0.61118.0
My flash version:11.1 R102
Javascript&colon;EnabledCookies:Enabled

[cmhernandez03]

Tv shows actually don't work...

[Dragonfly50]

I am having the same issue...

[DJA505656]

Add me too. TV episode started fine yesterday. I stopped the video soon after starting and today I get the error. Reinstalled Silverlight, tried Chrome 17, Firefox 10 and IE9. No go.

Just noticed... the preview clips DO play.

C'mon Comcast...

My Zip Code:15102

My Cable Provider:Comcast Bethel Park CableCard

My myDVR Manager Status:

My Set Top Box Names:

My Queue setup:False

Facebook Queue Syncing:False

Facebook Connect:False

My public IP address:98.236.144.xxx

My operating system:Windows - Undefined

My web browser:Chrome 17 - Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.11 (KHTML, Like Gecko) Chrome/17.0.963.56 Safari/535.11

My system typeesktop Computer Or Other Device

My Move player version:071706000001

My Silverlight version:5.0.61118.0

My flash version:11.1 R102

Javascript&colon;Enabled

Cookies:Enabled

[Billy787]

I've done every thing as stated and I'm still haveing the same problem, however I'm confused about these instructions

4.  Click on your graphics card icon from the menu on the left side of the Device Manager window.

5.  Click the "Drivers" tab at the top of the window that appears. The window should have a prompt saying "The drivers for this device are up to date."

I have windows vista and can not find a graphics card icon!!!!  Please help, or just go back to the way it was before I had no problems last week. I follow the logic of, If it's not broke don't fix it; thanks for you time and please help me reslove this issue...

[BorisAirWolf]

Been getting the same 6036 error for 4 days. I reinstalled Silverlight and checked my video drivers too.

My Zip Code: Unknown My Cable Provider: Unknown My myDVR Manager Status: Not Installed My Set Top Box Names: Not Installed My Queue setup: True Facebook Queue Syncing: false Facebook Connect: False My public IP address: 24.250.113.91 My operating system: Windows - undefined My web browser: Firefox 10 - Mozilla/5.0 (Windows NT 5.1; rv:10.0.2) Gecko/20100101 Firefox/10.0.2 My system type: Desktop computer or other device My Move player version: Not Installed My Silverlight version: 4.1.10111.0 My flash version: 11.1 r102 Javascript&colon; enabled Cookies: enabled

[Billy787]

I think I've checked my video drives how do you do that

[boristheblade]

My Zip Code: 97477 My Cable Provider: Comcast Eugene CableCard My myDVR Manager Status: My Set Top Box Names: My Queue setup: False Facebook Queue Syncing: false Facebook Connect: False My public IP address: 24.21.144.48 My operating system: Windows - rv:10.0.2 My web browser: Firefox 10 - Mozilla/5.0 (Windows NT 6.0; WOW64; rv:10.0.2) Gecko/20100101 Firefox/10.0.2 My system type: Desktop computer or other device My Move player version: 071706000001 My Silverlight version: 5.0.61118.0 My flash version: 11.1 r102 Javascript&colon; enabled Cookies: enabled

[boristheblade]

"I have tried all major browsers... reinstalled silverlight... checked drivers... still have had no luck... the problem does not appear to be on the client end... its also not private mode or incognito mode [if you have that ability in your browser]... its almost as if your site is timing out... I get past the point of obtaining authorization... but once we get to starting playback... it just hangs there for a minute... and then we get the error... "

This video cannot be played.

Sorry, this video is currently unavailable. (Error 6036)"

cmhernandez03 this is exactly what I have done and the same issue with playback.

[ComcastJoe]

---

Billy787 wrote:

I've done every thing as stated and I'm still haveing the same problem, however I'm confused about these instructions

4.  Click on your graphics card icon from the menu on the left side of the Device Manager window.

5.  Click the "Drivers" tab at the top of the window that appears. The window should have a prompt saying "The drivers for this device are up to date."

I have windows vista and can not find a graphics card icon!!!!  Please help, or just go back to the way it was before I had no problems last week. I follow the logic of, If it's not broke don't fix it; thanks for you time and please help me reslove this issue...

---

Billy787,

Go to this link for more detailed instructions for Windows Vista:

http://www.cgl.ucsf.edu/chimera/graphics/updatevista.html

boristheblade/cmhernandez03/BorisAirWolf, you all have updated or have to most up to date graphics card drivers installed and videos still are not working. What is your graphics card? What driver version is installed? Any additional details would be appreciated.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[boristheblade]

Intel G33/31

Driver Version:   7.15.10.1666

[ThetaMelissa]

Hi Joe: 

We keep trying uninstalling and reinstalling Silver light, IT DOESN'T WORK!!!

Are there any other options. 

Please fix!! 

This is very frustrating! 

Not pleased with your service at all! 

[debihjax]

I have read all the posts, did update drivers, did uninstall reinstall silverlight, 6036 been for a week on all shows, movies, tv series,really upsetting.  Tried ID, Mozilla and Chrome, my default.  How can this bne fixed? 

[ThetaMelissa]

I too have done the updates.. the installs... AND NOTHING IS WORKING! This is very irritating. COMCAST PLEASE HELP US! These little quick fixes aren't doing it! 

[ComcastJoe]

ThetaMelissa & debihjax,

What is your graphics card? What driver version is installed? What is the manufactorer of your computer and model? Any additional details about your computer would be appreciated.

Thanks,
Joe
XfinityTV.com/Xfinity.com Support
Twitter: @XfinityTVJoe

[ThetaMelissa]

Joe: 

I am not going to give you that information. 

I have seen other users give you that exact information. 

WHERE YOU HAVE TOLD THEM TO EITHER INSTALL SILVERLIGHT.. update their driver... AND THAT DOES NOT WORK FOR THEM. It has clearly not worked for them for either 4 days .. or even 7 days!

You need to fix whatever it us on your end. 

This is not a user error.