Black screen with Apple TV+ app on Xfinity

Same issue. The above response doesn’t address the question at all. There is no way to update, delete or install the Apple TV app on the Xfinity box. Advice on troubleshooting streaming is useless because the app displays only a black screen (after Apple logo).

Hello meekee3,

Thank you for reaching out to Apple Support Communities, and we'll be happy to help in any way we can. We understand you're having issues with the Apple TV app. Try the steps here to see if they resolve the issue: If you can't watch or stream movies and TV shows in the Apple TV app - Apple Support

"Update to the latest version of the Apple TV app

Update to the latest version of iOS or iPadOS, macOS, or tvOS.

If you're using a compatible smart TV, streaming device, or gaming console that's connected to the internet, the Apple TV app should update automatically. If you need help, you can contact the manufacturer or learn how to get the Apple TV app on your device.

If the movie or TV show won't start playing

After each step, try to stream or download the movie or TV show again.

1. Check the System Status page for service interruptions or check a third-party provider's website for any interruptions. If there are service interruptions, try to stream or watch the video later.
2. If you're having trouble signing in with your Apple ID, you can reset your Apple ID password or learn how to get a verification code and sign in with two-factor authentication.
3. If your cellular connection is poor, connect to Wi-Fi instead.*
4. Try watching on a different device using the same Wi-Fi or cellular connection. If it doesn't work, contact your internet service provider to see if there's an issue with your network.
5. If other people are using Apple TV+ or Apple TV channels, make sure it doesn't exceed the limits for streaming on multiple devices.

* Make sure that your Wi-Fi router is 802.11a/g/n/ac compatible. Streaming HD content requires 8 Mbit/s or faster. Slower tiers of Wi-Fi connections might not be fast enough to stream HD video content.

If the video quality is bad or it stops playing

1. If multiple people on your network are using the internet, your connection speed might slow down. Ask them to temporarily pause their internet activities.
2. If you're using a smart TV or streaming device, turn it off and back on again. If you're using an Apple device, restart it.
3. Tap or click the download button to try downloading the movie or TV show instead.*

* You can't download movies or TV shows to Apple TV, smart TVs, or streaming devices. You can download HDR content only to certain iPhone, iPad, and iPod touch models. You can't download 4K video content to any device.

Still need help?

If you still can't play movies or TV shows, you can go to reportaproblem.apple.com and request a refund.

If you can't stream movies or TV shows in apps that you downloaded from the App Store, you can contact the app developer."

We hope this helps.

Cheers!

God bless you for making four calls to Xfinity about their streaming app. I’ve done one and the agent was insistent it was related to an outage in my area, which I explained made no sense since all my boxes, internet, and even the sound on the xfinity app on ATV came through.

Unfortunately, tried that trick and while it did log me out of xfinity apps like Netflix didn’t resolve the issue.

If anyone out there sees this, a few maybe relevant things…

1. I’m using the ATV on a Samsung terrace TV bc while Samsung has its own xfinity app, I need to run it through an ATV to get a Hue synch box to work as well. All other ATV apps work well
2. i have several xfinity boxes and the streaming app on my phone/iPad but they’re off
3. when I’m in the xfinity atv app settings/device management, it notes I can only stream one device at a time and I’m streaming from “family room 2” already, but that room a) doesn’t use streaming, it’s got a small box and b) is off.
4. I haven’t touch picture settings from default but feels like the type of thing 1080i vs. p settings might have cured years ago. I just don’t know what they mean anymore.

not sure if any of that’s relevant but figured I’d throw it out in case anyone has an idea.

thanks all - you guys rock for sharing these tips.

Reporting back that I needed to reboot the whole whole ATV not just force quit the Xfinity app but it now works. (And the Hue synch box work too). I did lose my saved logins on my Xfinity boxes and haven’t seen if adding those back will disrupt it again but much happier now. Here’s a photo with the synch box which necessitated the ATV in the first place. It’s not for everyone but grateful to u all for getting me sorted.

Thanks, great work figuring that out!  I took another route: went into Apple account management, deleted the Comcast box device, and signed in again after getting a login screen. This appears to have resolved it. I suspect there is a glitch related to changing video resolution on the tv box and the handshake with the Apple TV+ app.

Question, when I follow the steps you provided, I get a warning that after I clear I may have to log in to all my other apps, like HULU, Peacock, Prime, etc. Did you have to do that?

Thanks, I'm ready to give it a go!!!

Thank you so much!!!! This works!!!!

Thx for sharing. What do you mean by Apple account management and then from there where would you see the Comcast box?

Wow, thank you so much.

Not sure what makes it work doing that but it finally works again!

Ahh!! Thank you!! We just picked up an updated flex box from xfinity and our Apple TV + app was black screen. I found your answer above and it worked!! Thanks so much for sharing!!

thank you!!