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.

Find this article at:

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