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Support XFINITY Internet Troubleshoot Audio or Video Issues with XFINITY TV Go Videos

Introduction

If you're experiencing issues with XFINITY TV Go videos, try these troubleshooting steps.

Video playback error messages and issues:

Basic Troubleshooting

If you are experiencing issues with XFINITY TV Go videos, please make sure your device meets all minimum requirements. See XFINITY TV Go Online Overview for more information.

If your device meets all the minimum requirements and videos still are not working, try one of these tips:

  • If the video doesn't begin playing: Restart the web browser, select the video and click on the arrow to play.
  • If you can see the video but can't hear sound: Make sure the speakers or headphones are properly connected, turned on and not muted.
  • If the video is choppy or stalling: Streaming video or video playback (such as the videos on XFINITY TV Go) requires a large amount of processor (CPU) speed. To decrease the drain on the CPU, close other programs and background services that may be running at the same time as your web browser.

To check CPU usage for Windows users:
  1. Press Ctrl + Alt + Del.
  2. Click Task Manager.
  3. Click the Preferences tab.
To check CPU usage for Mac users, open the Activity Monitor Application:
  1. Open a new Finder window by clicking on the icon in the Dock.
  2. Navigate to the Applications section of your Mac hard drive.
  3. Open the Utilities folder within the Applications section.
  4. Double-click on the Activity Monitor icon to launch the utility program.

Error 5xx

Error 5xx messages appear for some users when trying to watch a video. These are errors that come from Adobe Flash Player. Please try reinstalling Flash Player:

  1. Close your Internet browser.
  2. Uninstall/delete your Adobe Flash Plugin.
    • Windows Vista and Windows:
      • Click Start and select Control Panel.
      • Select Uninstall a Program.
      • Choose Adobe Flash Player.
      • Click on Uninstall.
      • Click YES to uninstall Adobe Flash Player.
    • Windows XP:
      • Click Start and select Settings, then Control Panel.
      • Select Add or Remove Programs.
      • Choose Adobe Flash Player.
      • Click on Remove.
      • Click YES to uninstall Adobe Flash Player.
    • Mac OS X:
      • Double-click the Hard Drive icon on your desktop.
      • Navigate to your Internet Plug-Ins directory: /Library/Internet Plug-Ins/.
      • Drag any of the following files you may see into your trash bin:
        • Flash Player.plugin
        • Flashplayer.xpt
  3. Open your Internet browser.
  4. Go to http://get.adobe.com/flashplayer/ and follow instructions to reinstall the latest version of Adobe Flash Player.
  5. Close and restart your Internet browser.
  6. Return to the XFINITY TV Go video page and retry the video that gave you the error message.

Error 900|3346.1001

While playing video on the XFINITY TV Go website using Google Chrome, you may experience a 900|3346.10001 error message.

To resolve this issue, you must reset your DRM state. To do this, go to this Flash Player Help page and click the Reset License Files button.
The Reset License Files button is highlighted on the Adobe Flash Player Settings Manager

We are working with Adobe to determine the cause of this problem and to see if there is a way to prevent this error. In the meantime, please follow the steps above.

Error 3365 Google Chrome

If you are getting a 3365 error message when trying to play videos using Google Chrome, please open a new window and then try playing a video again. To open a new window not in Incognito Mode:

  1. Click the Chrome menu on the browser toolbar:
    The chrome menu icon is depicted
     
  2. Click New Window.
    The New Window option is highlighted on the Chrome drop-down menu on the right of the screen
     
  3. Go back to XFINITY TV Go and try watching your video again.

Error 3321-3325 & 3365: XFINITY TV not available for viewing with your Chrome configuration

To resolve this issue:

  1. Go to this Flash Player Help page and make sure you have the Protected Content Playback Settings panel selected.
    The Reset License Files button is displayed on the Protected Content Playback Settings panel
     
  2. Click on the Reset License Files button.
  3. Click on the Confirm button to reset the license files.
    Confirm and cancel buttons (for resetting licenses) are displayed on the Protected Content Playback Settings panel
     
  4. Close the browser, reopen and attempt to watch the video that previously generated the error.

Fixing the Windows 8 or Internet Explorer 11 XFINITY TV Go Error

If you are trying to play videos on the XFINITY TV Go website using the default full screen mode of Windows 8 you will likely get Flash and Silverlight errors.

Flash Error:
The Flash error message for XFINITY TV Go begins with: Uh-Oh... We Need Flash!! We have detected that your computer needs the Adobe Flash Player to properly view Xfinity TV.

Silverlight Error:
The Silverlight error message for XFINITY TV Go begins with: Xfinity Video Player Upgrade. It also says that you need to install the new Xfinity Player.

To play videos on the site without these issues, switch to View on the desktop when accessing the site. To do so, move the cursor to the bottom of the screen to open the address bar, then click on the wrench icon. From that icon, click View on the desktop.
By clicking the Settings (wrench) icon in the bottom-right corner of the XFINITY TV Go page, one of the settings options that appears will be View on the desktop.

You may also choose to change your Internet Explorer settings so that all sites will be opened from your desktop.
In Internet Explorer's Internet Options screen, choose the Programs tab and under Choose how you open links, choose Always in Internet Explorer on the desktop.

Contact Us

If you are still having video issues, please post your issue in our Help & Support Forums and we can further assist you. Please be as detailed as possible for a better and more efficient customer service experience.

Find this article at:

http://customer.comcast.com/help-and-support/internet/troubleshoot-xfinity-tv-videos/