XfinityTV Website

[mvNH]

Same thing here. Premium content not playing on laptop.

Windows 7 64 bit.

Doesn't play in IE 9.0 using 32 bit (It did play approx 10 days ago)

Google chrome had played for a few days after, but no longer.

Firefox works, but is a pain to get to hold my login.

[markwebster]

My sign in works off of IE9 but every premium content show just stops after lead in and mature audience notification.  Did everything including Silverlight installation.  Mozilla doesn't allow me to see premium content.

[borst1533]

Hey Joe:

I am using the XfinityTV app on the iPad. When I use the iPad or the chrome browser on the computer the same thing happens. I select the program and hit play. The Showtime Anytime logo comes up, then a trailer for another Showtime program plays. After that the screen goes to black as if the video is about to begin and the counter at the bottom of the screen goes to 00:00:00 of 00:00:00. It does not show the length of the program ever. It is as if the program is not there. This is the same on both the XfinityTV app on the iPad and using XfinityTV.com on the Chrome browser on the computer.

After a while on the iPad I get an error message, "Error 1102 Sorry, we've experienced some difficulty playing your video."

The video plays if I use the IE Browser.

I did use the iPad to watch a Showtime Movie on Saturday morning. I was done with that at about 10:00 AM Eastern. After that it has not worked.

[ComcastJoe]

mvNH: 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.

markwebster: we are looking into "every premium content show just stops after lead in and mature audience notification"

borst1533: Let's focus on just Google Chrome right now then come back to the iPad stuff if necessary. 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. Have you tried any other browsers? Do videos work in those browsers? 

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

[mvNH]

My Device Information My Zip Code: 03103

My Cable Provider: Comcast Manchester Digital

My myDVR Manager Status: activated

My Set Top Box Names: DVR 1

My Queue setup: True

Facebook Queue Syncing: false

Facebook Connect:

My public IP address: 76.19.251.237

My operating system: Windows -  Windows NT 6.0

My web browser: Explorer 9 - Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.0; WOW64; Trident/5.0; SLCC1; .NET CLR 2.0.50727; Media Center PC 5.0; .NET CLR 3.5.30729; InfoPath.2; .NET CLR 3.0.30729; .NET4.0C)

My system type: Desktop computer or other device

My Move player version: Not Installed

My Silverlight version: 4.0.60831.0

My flash version: 11.1 r102

Javascript: enabled

Cookies: enabled

[borst1533]

Hey Joe, here's my info:

I have not used browsers other than IE and Chrome. Those are all I have installed at this time. My cable provider is Comcast and my Operating System is Vista.

My Zip Code:30062

My Cable Provider:Unknown

My myDVR Manager Status:Unknown

My Set Top Box Names:Unknown

My Queue setup:False

Facebook Queue Syncing:False

Facebook Connect:

My public IP address:67.191.160.251

My operating system:Windows - Undefined

My web browser:Chrome 16 - Mozilla/5.0 (Windows NT 6.0) AppleWebKit/535.7 (KHTML, Like Gecko) Chrome/16.0.912.63 Safari/535.7

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:Enabled

Cookies:Enabled

[markwebster]

After I logged out of my IE9 browser, I could then log in using Mozilla Firefox and I could watch premium content.  I watched Boardwalk Empire.  I've seen elsewhere on this forum that this only works for a little while so I'm still concerned.

[ComcastJoe]

Hi all,

Not all videos may be working on Google Chrome 16. Google Chrome automatically updates your browser without your knowledge so it may have worked a few days ago then all the sudden stopped.

In the meantime, please use one of these browsers to watch videos:

Internet Explorer 8 (IE9 is out but many people are having video playback issues with it, I am further investigating)

Safari 5.1

Firefox 8.0

I will update this thread when Google Chrome 16 is fully compatible.

Thank you for your feedback and sorry for the inconvenience,

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

[ComcastJoe]

Not all videos may be working on Google Chrome 16. Google Chrome automatically updates your browser without your knowledge so it may have worked a few days ago then all the sudden stopped.

In the meantime, please use one of these browsers to watch videos:

Internet Explorer 8 (IE9 is out but many people are having video playback issues with it, I am further investigating)

Safari 5.1

Firefox 8.0

I will update this thread when Google Chrome 16 is fully compatible.

Thank you for your feedback and sorry for the inconvenience,

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

[Blazingmane]

At first I could not view any Showtime or HBO content on Xfinity. Prior to this I had been watching all content without issue on Xfinity.  Flash and  Silverlight are up to date. I did find some archaic shareware players installed that I got rid of along with some old codec pkgs. that could have interfered with WMPlayer. Showtime became available. Still no HBO content.  However, I can watch all HBO content on HBOGO.  All the while I was having these Xfinity issues I was  able to access Showtime content at Showtime.com and HBO content at HBOGO.  I had a brief moment of success with HBO content when I reset my DRM config. I was able to start an episode of True Blood.  I attempted to access other HBO content and was unsuccessful. I have tried all fixes suggested and a few of my own. Turned off security software, enabled cookies, emptied caches until I'm just irritated. I seem to have most of it worked out and Xfinity it working fine for all other content so to avoid any more stress I'm going to be visiting HBOGO  to watch all things HBO until you figure this out.

Windows 7 Ultimate,  IE9, Adobe Air 3.1, Adobe Flash 11.1 (64bit), Silverlight 5, WMP 12     

[ComcastJoe]

---

Blazingmane wrote:

At first I could not view any Showtime or HBO content on Xfinity. Prior to this I had been watching all content without issue on Xfinity.  Flash and  Silverlight are up to date. I did find some archaic shareware players installed that I got rid of along with some old codec pkgs. that could have interfered with WMPlayer. Showtime became available. Still no HBO content.  However, I can watch all HBO content on HBOGO.  All the while I was having these Xfinity issues I was  able to access Showtime content at Showtime.com and HBO content at HBOGO.  I had a brief moment of success with HBO content when I reset my DRM config. I was able to start an episode of True Blood.  I attempted to access other HBO content and was unsuccessful. I have tried all fixes suggested and a few of my own. Turned off security software, enabled cookies, emptied caches until I'm just irritated. I seem to have most of it worked out and Xfinity it working fine for all other content so to avoid any more stress I'm going to be visiting HBOGO  to watch all things HBO until you figure this out.

Windows 7 Ultimate,  IE9, Adobe Air 3.1, Adobe Flash 11.1 (64bit), Silverlight 5, WMP 12     

---

Try using Firefox 8.0 or Safari 5.1 and see if it works. This is not a permanent solution but we are having some issues with Google Chrome 16 and IE9 and want to make sure that this is the problem and not anything else. If it is something else, we can help you resolve it.

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

[spc823]

I had been able to see HBO with IE9 after I submitted messages in early December. Now it is not working again. I see that IE9 is not working for most people. What keeps changing? Very frustrating, to have it working and then with nothing changed on my end to just see a black screen with an arrow after the initial sign on music fools you into thinking it is going to play. Come ON!

[spc823]

was able to see HBO through Chrome 16 but when I tried Safari 5.1 get this message:

Xfinity Video Player Upgrade

Upgrade your Xfinity Player!

In order to watch On Demand Online videos with "HD-Like" picture quality, you need to install the new Xfinity Player

We're sorry, but for watching On Demand Online videos the following browsers are NOT officially supported at this time:

• Windows XP: Safari 3/4
• Windows Vista: IE 6, Safari 3/4
• Windows 7: IE 6/7, Safari 3/4
• Mac OS 10.4.11+: IE 6/7/8, Chrome 4

[ComcastJoe]

---

spc823 wrote:

was able to see HBO through Chrome 16 but when I tried Safari 5.1 get this message:

Xfinity Video Player Upgrade

Upgrade your Xfinity Player!

In order to watch On Demand Online videos with "HD-Like" picture quality, you need to install the new Xfinity Player

We're sorry, but for watching On Demand Online videos the following browsers are NOT officially supported at this time:

• Windows XP: Safari 3/4
• Windows Vista: IE 6, Safari 3/4
• Windows 7: IE 6/7, Safari 3/4
• Mac OS 10.4.11+: IE 6/7/8, Chrome 4

---

Make sure you are allowing plug-ins in Safari. It looks like Silverlight is not installed or the Silverlight add-on is disabled.

Let me know the results.

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

[spc823]

looks like it's installed and plug ins allowed but still get the above error message

Silverlight Plug-In

5.0.61118.0 — from file “npctrl.dll”.

MIME Type Description Extensions

application/x-silverlight	npctrl	scr
application/x-silverlight-2

[ComcastJoe]

---

spc823 wrote:

looks like it's installed and plug ins allowed but still get the above error message

Silverlight Plug-In

5.0.61118.0 — from file “npctrl.dll”.

MIME Type Description Extensions

application/x-silverlight	npctrl	scr
application/x-silverlight-2

---

Try uninstalling then reinstalling Silverlight. Go here for step-by-step instructions:

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

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

[3betty]

Hi comcast Joe  Happy new year    Anyway I have still not been able to use my notebook to view premium content since I first wrote about a month ago. My laptop seems ok.  What say you? and thanks

[3betty]

ps  reinstalled silverlight as suggested on 12/19

[Blazingmane]

Please help Joe,

I'm so tired of this I want to throw my laptop.  I was watching premium channels earlier TODAY and once again I cannot access the premium channels that I pay extra to have. I'm not asking for a hand out. I just want what I paid for and what Comcast agreed to provide. This is getting very old very fast. I have yet to go ONE week with out this issue rearing its head. What is the problem?

My Device Information My Zip Code: 32757 My Cable Provider: Comcast Leesburg Digital My myDVR Manager Status: activated My Set Top Box Names: DVR 1 My Queue setup: False Facebook Queue Syncing: false Facebook Connect: False My public IP address: 174.58.229.56 My operating system: Windows - Windows NT 6.1 My web browser: Explorer 9 - Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; WOW64; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; HPNTDF; .NET4.0C; BRI/2; .NET4.0E) My system type: Desktop 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

[ComcastJoe]

---

Blazingmane wrote:

Please help Joe,

I'm so tired of this I want to throw my laptop.  I was watching premium channels earlier TODAY and once again I cannot access the premium channels that I pay extra to have. I'm not asking for a hand out. I just want what I paid for and what Comcast agreed to provide. This is getting very old very fast. I have yet to go ONE week with out this issue rearing its head. What is the problem?

My Device Information My Zip Code: 32757 My Cable Provider: Comcast Leesburg Digital My myDVR Manager Status: activated My Set Top Box Names: DVR 1 My Queue setup: False Facebook Queue Syncing: false Facebook Connect: False My public IP address: 174.58.229.56 My operating system: Windows - Windows NT 6.1 My web browser: Explorer 9 - Mozilla/5.0 (compatible; MSIE 9.0; Windows NT 6.1; WOW64; Trident/5.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; HPNTDF; .NET4.0C; BRI/2; .NET4.0E) My system type: Desktop 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

---

Not all videos may be working on Internet Explorer 9 32-bit or 64-bit versions. Our team is currently working on this issue.

In the meantime, please use one of these browsers to watch videos:

Goggle Chrome 16

Safari 5.1

Firefox 8.0

Please follow this thread for updates:

http://forums.comcast.com/t5/XfinityTV-Online-Help/Internet-Explorer-9-not-playing-videos/td-p/11420...

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

[Blazingmane]

Hi Joe,

I did finally relent and switch my browser to Firefox 8 and so far everything is working perfectly. I have access to all my premium channels once again. Let's hope it stays that way. Thanks for your suggestion.

Come on Comcast give us the service we paid for. Stop blaming the customers equipment and fix your setup.

Why couldn't the online chat agents tell me up front there was an issue of incompatibility with the browser? They kept telling me all systems were go on their end and the problem was fixed. I've called about 10 times for assistance. While the problem is in the browser on my end they could have at least shared that tidbit of information about the browser instead of leaving me thinking my system was the issue. There are a bunch of customers using IE9. So actually it is a Comcast problem. How long are customers expected to pay for a service that is non-operational? It is in Comcasts best interest to solve this issue timely.  That is not directed at you Comcast Joe. It's directly aimed at upper management and the dishonest customer service agents who have probably been told to keep it hush hush. I've talked to several customers that have said, "Had I known how shoddy the service was I'd never have switched". I have to say this issue has been a major source of frustration and I've actually lost sleep. The Xfinity service has been so unpredictable and very unreliable using IE9. There were instances while viewing premium content that it became necessary to shut down briefly.  Upon return a mere few minutes later while trying to resume or restart the content being viewed only moments ago that dreaded black screen with a big white play arrow icon would appear.  So this issue is minute by minute unreliability. I'm so disappointed with this browser issue. I like IE9. The pinning feature is very handy and the sleek look is appreciated as well as many other features. Also, I've never really used Firefox so I'm unfamiliar with it's finer nuances. I will be anxiously waiting for you to find the answer.  Thanks Comcast Joe

Blazingmane

[spc823]

I just gave up using IE9 for HBO. Google Chrome works fine for HBO and the other networks, not premium, work on IE. Tired of uninstalling/installing.

[l-d-t]

Well I guess I am not the only one with this issue! I have tried Safari and Chrome both of which worked fine for a few days and then I started to see the orange keys that everyone is talking about. The tech told me to install Chrome or IE when I was using Safari so I did and it worked for a short term solution but I should not have to install a new browser every time I want to watch the premium channels!

Help. Long term solutions only Please! Thanks.