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

Introduction

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

Video playback error messages and issues:

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, Windows 8 (desktop mode)
  • RAM: 512 MB minimum
  • Video Card: 32 MB minimum (128 MB recommended)
  • Browser: Internet Explorer 8 (or newer), Firefox 24 (or newer), Safari 5.1.1 (or newer), Google Chrome 31 (or newer)
  • Screen Resolution: 800 x 600 minimum (1280 x 1024 recommended)
  • Adobe Flash version 11.8 (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 24 (or newer), Safari 5.1.1 (or newer), Google Chrome 31 (or newer)
  • Screen Resolution: 800 x 600 minimum (1280 x 1024 recommended)
  • Adobe Flash version 11.8 (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.

Error 5xx

Error 5xx messages appear for some users when trying to watch a video. These are errors that are given 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 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 then 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 trying to determine the cause of this problem and to see if there is a way we can avoid this error from occurring altogether. 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 The chrome menu icon is depicted on the browser toolbar.
  2. Click New Window
    The New Window option is highlighted on the chrome drop-down menu
     
  3. Go back to XFINITY TV Go and then try watching your video again.

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

  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 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. 
     

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/