Troubleshoot audio or video issues with XFINITY TV Videos

Video playback error messages and issues

• Minimum Requirements
• If you are getting Error 3222, Error 1001, Error 800x, Error 3001
• If you are getting Error 5xx
• If you are getting Error 3050
• Error 3365 Google Chrome
• Error 3321-3325 and 3365
• Contact Us

 

Minimum Requirements

If you are experiencing issues with XFINITY TV videos, please make sure you meet all minimum requirements:

Windows

• Processor: Pentium 4 or newer
• Operating System: Windows XP SP2, Windows Vista, Windows 7
• RAM: 512 MB minimum
• Video Card: 32 MB minimum (128 MB recommended)
• Browser: Internet Explorer 7 (or newer), Firefox 4, Safari 4 (or newer), Google Chrome 14.
• Screen Resolution: 800 x 600 minimum (1280 x 1024 recommended)
• Adobe Flash version 11.1 or higher
• Javascript and cookies need to be enabled
• Broadband Internet Connection

Mac OS X

• Processor: Intel Core™ Duo 1.83GHz or faster processor
• Operating System: Mac OS X 10.6 or higher
• RAM: 512 MB minimum
• Video Card: 32 MB minimum (128 MB recommended)
• Browser: Firefox 4, Safari 3 (or newer), Google Chrome 14.
• Screen Resolution: 800 x 600 minimum (1280 x 1024 recommended)
• Adobe Flash version 11.1 or higher
• Javascript and cookies need to be enabled
• Broadband Internet Connection

If you meet 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 in XFINITY TV) require a large amount of processor speed (CPU). To decrease the amount of CPU being used, 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.
  
   

If you are getting Error 3222, Error 1001, Error 800x, Error 3001

These are errors that some users see when trying to watch a video. These are errors that are given from Microsoft Silverlight Player. Please try these troubleshooting steps:

Re-install Silverlight

Video players sometimes contain corrupted files that need to be deleted. Please follow the steps below to fully remove Silverlight from your computer and to reinstall it:

1. Close your Internet browser.
2. Uninstall/delete your Microsoft Silverlight plugin:

Windows Vista and Windows 7:

1. Click Start and select Control Panel.
2. Select Uninstall a Program.
3. Choose Microsoft Silverlight.
4. Click on Uninstall.
5. Click YES to Uninstall Microsoft Silverlight.

Windows XP:

1. Click Start and select Settings, then Control Panel.
2. Select Add or Remove Programs.
3. Choose Microsoft Silverlight.
4. Click Remove.
5. Click YES to Uninstall Microsoft Silverlight.

Mac OS X:

1. Double-click the Hard Drive icon on your desktop.
2. Navigate to your Internet Plug-Ins directory: /Library/Internet Plug-Ins/.
3. Drag any of the following files you may see into your trash bin:
   • Silverlight.plugin
   • WPFe.plugin

3. Open your Internet browser.
4. Go to http://www.microsoft.com/getsilverlight/ and follow instructions to reinstall latest version of Microsoft Silverlight.
5. Close and restart your Internet browser.
6. Return to XFINITY TV video page and retry the video that gave you the error message.

Enabling Microsoft Silverlight DRM Support

To watch some content on XFINITY TV it is required to enable DRM support in Microsoft Silverlight. In order to enable DRM support please follows the steps below.

• Open your Silverlight Configuration Tool.

Windows:

1. Click the Start button on the taskbar.
2. Click All Programs.
3. Select the Microsoft Silverlight folder.
4. Click on the Microsoft Silverlight program shown in the Microsoft Silverlight folder to open the configuration tool.
5. Choose the Playback tab.
6. Click Enable download and updates to components required for protected content playback.
   
   
    
7. Close the menu and reopen your Internet browser.
8. Return to the XFINITY TV video page and retry the video.

Mac OS X:

1. Navigate to the Applications folder on your Mac hard drive.
2. Double-click the Microsoft Silverlight shortcut to open the configuration tool.
3. Choose the Playback tab.
4. Click Enable download and updates to components required for protected content playback.
   
   
    
5. Close the menu and reopen your Internet browser.
6. Return to the XFINITY TV video page and retry the video.

Repairing your Microsoft Silverlight DRM Hardware Configuration

If you encountered an error message that told you have a bad DRM Hardware Configuration file while trying to watch a video, follow the steps below.

1. Close all browser windows and completely exit your Internet browser.
2. Locate and delete the MS Silverlight DRM Configuration file on your hard drive.

Windows 7:

• Use the search utility to find the file mspr.hds or navigate to the following location:
  • C:\ProgramData\Microsoft\PlayReady\mspr.hd

Windows XP or Vista:

• Use the search utility to find the file mspr.hds or navigate to the following location:
  • C:\Documents and Settings\All Users\Application Data\Microsoft\PlayReady\mspr.hds

Mac OS X:

• Use the spotlight utility to find the file mspr.hds or navigate to the following location:
  • [main hard drive]/Library/Application Support/Microsoft/PlayReady/mspr.hds

3. Delete the file mspr.hds.
4. Reopen your Internet browser.
5. Return to the XFINITY TV video page and retry the video.
    

If you are getting Error 5xx

These are errors that some users see when trying to watch a video. These are errors that are given from Adobe Flash Player. Please try these troubleshooting steps:

Reinstall Flash Player

1. Close your Internet browser.
2. Uninstall/delete your Adobe Flash Plugin:

Windows Vista and Windows:

1. Click Start and select Control Panel.
2. Select Uninstall a Program.
3. Choose Adobe Flash Player.
4. Click on Uninstall.
5. Click YES to Uninstall Adobe Flash Player.

Windows XP:

1. Click Start and select Settings, then Control Panel.
2. Select Add or Remove Programs.
3. Choose Adobe Flash Player.
4. Click on Remove.
5. Click YES to Uninstall Adobe Flash Player.

Mac OS X:

1. Double-click the Hard Drive icon on your desktop.
2. Navigate to your Internet Plug-Ins directory: /Library/Internet Plug-Ins/.
3. 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 latest version of Adobe Flash Player.
5. Close and restart your Internet browser.
6. Return to the XFINITY TV video page and retry the video that gave you the error message.

If you are getting Error 3050

We’ve identified the source of this error and are working rapidly to replace all affected videos. The video that you're having an issue with will likely be corrected in the next few days. Rest assured that this is a priority for us and our team is working hard to address this. For more information or if you continue to have this error, please see this thread in the Help & Support Forums.
 

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.
2. Click New Window
   
   
    
3. Go back to XFINITY.com/tv and then try watching your video again.
    

Error 3321-3325 and 3365

Please refresh this page in your browser and try again.

If you are still seeing this error message after a refresh, please make sure that your Internet Explorer is not in Privacy Mode. If you are using Google Chrome, please make sure that you are not in Incognito Mode.

If you have tried the above steps and you are still getting this error message, reset your license store.

Note: Be careful when resetting license files. When you reset license files, Flash Player resets all existing license files for protected content that plays on your computer in Flash Player. You will not be able to access the content in Flash Player from this computer until you have downloaded new licenses from your content provider.

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.

More Information

For more information on this topic, please visit our Help and Support Forums.