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Support XFINITY TV Troubleshooting Common X1 Platform from XFINITY On Demand Error Codes

Introduction

We are sorry you are experiencing an issue with your X1 Platform from XFINITY On Demand service. Please try the troubleshooting steps below if your X1 set-top box displays a message with an error code. If the error you are receiving is not listed below or if these troubleshooting steps do not resolve the issue, please contact us.

You could also try watching the XFINITY On Demand program online at XFINITY TV Go or use your mobile device to watch it on the XFINITY TV Go app. Please note that not all content is available on all devices.

For causes and troubleshooting steps for the most common X1 Platform from XFINITY  On Demand error messages, please see: 

High Volume for On Demand

A screen message states there is high volume for the on demand service.

A screen message directs customers to wait a few minutes to try again or choose another video.

Error Codes:

  • XRE-22 SRM- 8107
  • XRE-22 SRM-8104
  • XRE-22 SRM-20
  • XRE-22 CM-11
  • XRE-22 SRM-1a
  • XRE-22 SRM-(901a)

Cause and Troubleshooting Steps:

A large number of subscribers in your area may be trying to access the same XFINITY On Demand content, which can cause loading issues. These error codes do not require any immediate action, as the content will automatically attempt to play for at least two minutes. If it does not play automatically, you can try again in a few minutes.

Unable to Play Video

There are two Unable to Play Video error messages. Please see the Cause and Troubleshooting Steps that apply to the error code listed in the bottom right corner of the screen.

The restart now option is selected from a screen message that says unable to play video.

Error Codes:

  • XRE-22 SRM-8101
  • XRE-22 SRM-8003
  • XRE-22 SRM- 7
  • XRE-22 SRM-8
  • XRE-22 CM-17
  • XRE-22 SRM-A001
  • XRE-22 VM-17

Cause and Troubleshooting Steps:

These errors are caused by memory data caching issues, or by the system failing to discover/recognize your set-top box. This problem may be fixed by restarting your set-top box, which will clear any local memory problems and help to connect to XFINITY On Demand. To restart, please select Restart Now from the error message pop-up window on your set-top box.

A screen message that says unable to play video directs customers to wait a few minutes to try again or choose another video.

Error Codes:

  • XRE-22 CM-ff
  • XRE-22 SRM-8012
  • XRE-22 SRM-9001
  • XRE-22 CM-12
  • XRE-22 CM-18
  • XRE-22 CM-19
  • XRE-22 CM-20
  • XRE-22 CM-21
  • XRE-22 CM-31
  • XRE-22 CM-40
  • XRE-22 SRM-1
  • XRE-22 SRM-5
  • XRE-22 SRM-12
  • XRE-22 CM-13
  • XRE-22 CM-15
  • XRE-22 CM-16
  • XRE-22 CM-17
  • XRE-22 CM-18
  • XRE-22 CM-1A
  • XRE-22 SRM-23
  • XRE-22 CM-30
  • XRE-22 CM-32
  • XRE-22 SRM-9019
  • XRE-22 SRM-901B
  • XRE-22 SRM-901C
  • XRE-22 SRM-901D
  • XRE-22 SRM-901E
  • XRE-22 SRM-2
  • XRE-22 SRM-
  • XRE-22 SRM-6
  • XRE-22 SRM-27
  • XRE-22 SRM-8002
  • XRE-22 SRM-8013
  • XRE-22 SRM-8014
  • XRE-22 SRM-8016
  • XRE-22 SRM-9000
  • XRE-22 SRM-9004
  • XRE-22 SRM-9005
  • XRE-22 SRM-9006
  • XRE-22 SRM-9007

Cause and Troubleshooting Steps:

An attempt to watch an XFINITY On Demand program failed. Please wait a few minutes and then try to play the program again, or choose another video.

Low Cable Signal

The try again option is selected on a screen that states there is a low cable signal.

Error Codes:

  • XRE-22 SRM-8001
  • XRE-22 VODLIB-4
  • XRE-22 VM-2

Cause and Troubleshooting Steps:

These errors may be caused by a loose coaxial connection to your set-top box or to your cable outlet. Please ensure that all of your connections are secure, then select Try Again from the error message pop-up on your set-top box.

Please Contact Us

A screen with the message please contact us is displayed.

Error Codes:

  • XRE-22 SRM-901F
  • XRE-22- SRM-9020

Cause and Troubleshooting Steps:

These errors may be the result of a billing issue. When your monthly credit limit is exceeded, you are unable to rent or buy XFINITY On Demand programs. Please review your account at https://customer.comcast.com/Secure/MyAccount/, or contact us for more information.

Subscription Required

A message states that a subscription is required and that customers may call 1-800-XFINITY for ordering information.

Error Codes:

  • XRE-22 SRM-9008
  • XRE-22 VM-4
  • XRE-22 VM-5

Cause and Troubleshooting Steps:

These errors are caused when you attempt to access XFINITY On Demand content that is not part of your current package (e.g., HBO On Demand content if you do not subscribe to HBO).

If you believe this error has occurred incorrectly, or would like to make changes to your subscription packages, please contact us.

HD Subscription Required

A message states that a high definition subscription is required and that customers may call 1-800-XFINITY for ordering information.

Error Code:

XRE-22 VM-13

Cause and Troubleshooting Steps:

This error is caused when attempting to view HD XFINITY On Demand content without HD service on your account. If you believe this error has occurred incorrectly, or would like to add HD service to your account, please contact us.

Watching the requested program requires a subscription. Please contact us for ordering information.

This Program is Unavailable

A message states the program is unavailable.

Error Codes:

  • XRE-22 SRM-9003
  • XRE-22 SRM-9009

Cause and Troubleshooting Steps:

An attempt to watch an XFINITY On Demand program failed. The selected program is no longer available. Please select another program.

Unable to Complete Your Request

We ran into a technical issue trying to complete your request. Please try again. We apologize for any inconvenience.

Cause and Troubleshooting Steps:

This situation is usually temporary. Selecting Watch or Rent/Buy program a second or third time resolves the issue the majority of the time.

The On Demand Service is Unavailable

There’s a problem with our On Demand service that we’re working to fix as quickly as possible. Please try again later.

Cause and Troubleshooting Steps:

This situation is usually temporary. Wait a few minutes and select On Demand again.

Find this article at:

http://customer.comcast.com/help-and-support/cable-tv/troubleshooting-x1-on-demand-error-codes/