Chromecast shows it's casting but I only get the program title on screen and not the actual video

[BayWatacher]

I have two Chromecast, both purchased at the same time. The one on my Den TV works fine. The one on my bedroom TV connects to my Xfinity Stream (or any other streaming service). It says casting to TV but I only get three dots and the program title on my screen but cannot get the actual video. I have disconnected wifi and reset the router, removed the device from Google Home, Factory Reset but none of these actions resolve the issue. Again, no problem with my other device on Den TV. I've "stop casting" several times and tried to reconnect but same each time. Says casting to TV but I can only see the screen with the name of the program and three dots that never go away. BTW, it's not the Xfinity Stream app as the same happens regardless of the streaming platform I try.

[Bobf123]

Same exact issue here.  Just started a few days ago, after working fine for over a year with the same device.  Have tried a different Chromecast, resetting cable modem/wifi/router.  Even factory reset and the reconfigured the CCast.  No fix yet.

[Sugerty]

Ditto the two comments above. This only recently started. I also have 2 Chromecast devices and I am only having this issue with one. Connection to xfinity made, then a splash page of the desired program, 3 dots, then nothing. I’ve reset, rebooted, you name it.

[Kokonee]

I have the exact same issue!  Can anyone help?

[Juni]

Hi folks,

Thanks for reaching out and for being a step ahead of us. I know how it feels when something isn’t working as it should. What Chromecast device are we working with? Could you also provide the cast firmware version?

I look forward to your responses.

Regards,

Juni

[Kokonee]

I believe 2nd generation chromecast.  Cast firmware 1.56.291998

[Kokonee]

Let me add that it works on my older chromecast and older tv

[Sugerty]

Cast firmware 1.56.291998

[RebeccaK505]

Ah! Me too, exact same as the others here. The newer chromecast on a different tv works, but my 2nd generation chromecast won't do xfinity, just the three dots and preview screen. Have tried to cast both from phone and laptop, same problem, though phone and laptop can cast everything else I've tried.

Quite sure I've got the most up-to-date firmware as well- 1.56.275994

[Bobf123]

My firmware versions are as follows:

Newer Google TV: 1.61.329909

Older Chromecast: 1.56.291998

Interesting to note that the Google TV, which I can cast Xfinity Stream to when it's on our main TV, will NOT cast Xfinity when moved and attached to our other TV.

[CJT57]

I have had the same issue just recently and done everything you mentioned. I can now stream other platforms later me Netflix and Prime but still not Xfinity Stream despite reloading that app so must be an Xfinity issue. 

[Kokonee]

It’s odd. My older chrome cast works streaming the Xfinity app.  Same casting firmware.

[Kimy]

Hi folks,

It’s quite interesting that the issue seems to be isolated to the Xfinity Streaming app. Did you have a chance to contact them or check if they have community support just like this? One approach I can suggest is connecting to a mobile hotspot to isolate possible network issues (IP address conflict, server rejection, DNS issues, etc.). Let us know how it goes.

Thanks,

Kimy

[Kimy]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.

Regards,
Kimy

[Kokonee]

Yes still not working 

[RebeccaK505]

Thanks, it's still not working/casting xfinity. Everything else is normal.

[Kimy]

Hi folks,

Any feedback from Xfinity Stream app support? Did you try the Xfinity Stream Forum? There must be other users like you who may have an answer for this. I hope you get the answer you need from there. Let us know if you still have questions.

Thanks,

Kimy

[Cecir]

I am having the same exact issue as well that only started about 2 weeks ago. I factory reset mine and am still getting the same thing with the xfinity stream app. It's the only app this is having trouble with. I will be contacting xfinity to see if they can help.

[Kokonee]

Hi

can you please  let us know if you find out anything from Xfinity?

Thanks!

[Bobf123]

I created a thread on the Xfinity Stream forum this morning.  Will reply here if I get any help!

https://forums.xfinity.com/conversations/xfinity-stream-website/chromecast-streaming-stopped-working...

[Sugerty]

Thank you. I have added a supporting comment on the xfinity thread which you started.

[Juni]

Hi folks,

Thanks for the details you’ve shared with us. We will keep this thread open and wait for your update.

Regards,

Juni

[Juni]

Hello there,

I just wanted to follow up to see if you still need our help. Please let us know, as we would be happy to answer any questions you may have.
 

Thanks,

Juni

[Bobf123]

I'm going through some support options with Xfinity, and will report back here if I get a resolution.  Appreciate your willingness to help!  It does seem to be an issue only with Xfinity Stream.

[Kimy]

Hi Bobf123,

Understood. I'll keep this thread open and wait for your update.

Regards,

Kimy

[Cecir]

I went through two levels of support on the phone with xfinity after hours spent, they were unable to help so they dispatched a technician.  According to the rep who helped me she believed it was a issue with my signal. When the tech came out to my home he couldn't figure it out either. I showed the tech I can cast any streaming app and they work perfectly fine but Xfinity Stream will just sit and buffer. I also showed him that I can watch the Xfinity app just fine on my phone, as soon as I try to cast to the Chromecast it just sit and buffers. I let him know I had been trouble shooting this myself as well and found several people having the same issues over the last 3 weeks now. Prior to that the app had been working perfectly with the Chromecast without issue. He was on the phone with his supervisor, sent yet another reset signal to my modem which did nothing and told me he was sending my issue to IT. He told me I'd have to wait 2 weeks and if the problem persists Xfinity would be issuing me their streaming device to use at no cost to me since it appears to be a problem between Xfinity and Google and not with any  other streaming apps. Now I wait 2 weeks and circle back.

[Bobf123]

Thanks for following up!  I also spent some time with remote support trying the standard reset of the gateway & Chromecast, re-installing the Stream app, clearing cache on my browser, etc.  No luck.

[Kokonee]

Thank you for your post.  So maybe they want us to use their streaming device?  

Keep us updated if IT can solve what is going on.

Thank you!

[Kimy]

Hi folks,

Thanks for the update. It seems that it would still take a few more days to get answers on this from the Xfinity team. Keep us posted.

Thanks,

Kimy

[L_youniz]

Same issue and firmware version here.  Have called Comcast twice and they don’t seem to have a means to troubleshoot.  They think the recent update to chromecast might not match the codec that xfinity stream is putting out.  Ours was working, then it suddenly stopped, my wife then updated the xfinity app, and still didn’t work.  That might mean the chromecast updated automatically, and will play YouTube and Netflix fine, but maybe xfinity stream is using an old codec that the chromecast dropped in the recent update.  Hope that helps

[Kimy]

Hello folks,

@L_youniz, we are still waiting for updates from other users who contacted Comcast too.

@Cecir and @Bobf123, did they give you an update? Keep us posted.

Thanks,

Kimy

[Bobf123]

I've got nothing new.  😐

[Kimy]

Hi there,

Thanks for your reply, @Bobf123.

We’ll wait for your update, @Cecir. So that we’ll know what the next course of action is.

Regards,

Kimy

[Cecir]

Hello, update, I called Comcast last week and let them  know I was still not able to stream from the app to the Chromecast and as per our last interaction; they were to mail me their streaming device.  After a few questions and me asking if she could review the notes on my account regarding the problem,  the rep said she would put in the order and I'd receive it within 3-4 business days. Four days went by and I hadn't received the device. I called Comcast back and the rep that took my call let me know there had been no such order placed to send me a device. She reviewed the notes on my account and after talking to her supervisor told me that she could not send me the device without activating it and activating it would cost me a monthly fee of $9.99. I about lost it. I had spent so many hours on this issue and aside from that had a charge of $100 on my account that I had been disputing the day before for the tech that visited my home 2 weeks prior. Literally hours and hours. To no avail. I give up. I told the rep I had been lied to by literally several people and am extremely unhappy. I'm sure I'm not the first to say this to her. She apologized repeatedly and said she would request some kind of credit be applied to my account for my trouble which never showed up on my account and I am out of energy to fight anymore. So disappointing!! She did tell me to keep trying the app and that IT was working on a IP address issue.

The only work around I have since discovered is you can download most of your favorite networks apps (which cast perfectly fine) and they have a "live" button on the bottom so you can watch almost anything live that you may want to watch. For me its my local channels.  

Sorry to report the bad news, I tried!

[Kimy]

Hi Cecir,

I’m sorry to hear that. We have all looked forward to the action that they would take. The best option is to wait to see if the next app update will include a fix. Rest assured that your Chromecast devices are working as intended, and you can try other apps while waiting for a fix. Let us know if you still have other questions.

Thanks,
Kimy

[KeymasterT11]

Any update?

[Kimy]

Hi everyone,

Apparently, your Chromecast devices are working as intended. The issue is isolated to the Xfinity Streaming app. We will gather reports from your devices, which will then be collated and submitted as a report. This will then be sent by our Senior Support team to our developers, who will forward it to the app developers (Xfinity Streaming app).

These will be the actions that you need to take:

1. Replicate the action by attempting to stream or cast the Xfinity Stream app.
2. When it fails, proceed with sending feedback.
3. For Chromecast with Google TV users, go to Settings > Help and Feedback.
4. For Legacy Chromecast users, send the feedback via the Google Home App.
5. Include this in your feedback: "CCT3 Xfinity Streaming App failed".
6. The more users that replicate and send feedback, the more proof that can be presented to them.

Let us know if you have any questions.

Sincerely,

Kimy

[Bobf123]

I will submit a report via feedback, as @Kimy suggests.  I did want to post here a copy of a post I just made on the Xfinity thread on the same topic.  (follows)

Update to what I know about this problem:

I originally thought that it may be a signal strength issue with the Chromecast  device, since a cast device that worked on my main TV (closer to the router) did NOT work when disconnected and moved to my bedroom TV (farther from the router).  I no longer think that this is the case, and that it may actually be tied to the device that the Chromecast is plugged into via hdmi.  Here is what I tried.

I took one of my recent Chromecast devices (cast firmware 1.68.374876) that is connected to my main TV.  Connected the Xfinity Stream app to it, then cast live TV to it.  It worked fine.  I then stopped casting, disconnected from the main TV hdmi, and plugged it into a PC monitor that I own via hdmi.  The TV and monitor were virtually right next to each other.  Once plugged into the monitor, I again connected to the cast device from Xfinity Stream, and tried to cast the same channel.  Nothing but a preview with three dots.  Did not work.

To test further, I returned the cast device to my main TV, and cast an Xfinity channel to it (it worked again on that set), then unplugged the hdmi from the main set and into the monitor without resetting the chromecast, and the channel continued to stream fine on the monitor.  Weird, right?  I then stopped the cast while connected to the monitor and attempted to restart.  It did not start - just stopped at the preview and loading dots again.

This was with the same Chromecast, same casting device (android) with the same Stream app, on the same wifi.  Did not even shut the Chromecast device down - just moved it from one TV to another.  This matches with my earlier experience where I moved a device that worked on my main set upstairs, where it did not work on the other TV.

Not sure where that leaves us, but it is not a wifi connection strength issue, is not a Stream app version issue, and definitely not a Chromecast hardware or firmware issue.

[Kimy]

Hi Bobf123,

Thanks for sharing this. I suppose you replicated the actions first, and when it failed to stream, you then sent feedback that included the string identifier. I hope everyone did.

Cheers,

Kimy

[Bobf123]

I did submit feedback, using the CCT3 string, from two different Chromecast devices that fail to stream Xfinity.  Thank you!