If you’re having issues with one of the third-party apps on your Rogers Xfinity Entertainment Box (ex: Prime Video, YouTube, Spotify, etc.), try these simple troubleshooting steps to fix the problem.
Restart the App
The app may need a restart.
- Try exiting the app and then re-launching it.
- Rogers Xfinity TV: try exiting the app using the Exit button on your remote.
- Rogers Streaming: try exiting the app using the Home button on your remote.
Restart the Rogers Xfinity Entertainment Box
The Rogers Xfinity Entertainment Box may need a reboot.
Restart the Rogers Xfinity Gateway Modem
The Rogers Xfinity Gateway Modem may need a reboot.
Keep in Mind: When restarting the Rogers Xfinity Gateway Modem, all devices and Rogers Xfinity Entertainment Boxes will lose service for a few minutes while the modem comes back up. So, you may only want to complete this step when it’s convenient.
Complete a System Refresh
From your Rogers Xfinity Entertainment Box you can also try a System Refresh – which is a multi-check, self-help tool that can fix common issues.
Keep in Mind: Doing a System Refresh may reboot all Rogers Xfinity Entertainment Boxes automatically and your service and recordings will be interrupted for up to 10-20 minutes. So, you may only want to complete this step when it’s most convenient. Also, make sure not to unplug the Rogers Xfinity Entertainment Boxes while the System Refresh is in progress.
- Press the A button (triangle button) on your Rogers Xfinity Voice Remote to open the help menu.
- If your voice remote doesn’t have an A (triangle) button, you can also access the Help menu with the voice command “Help”.
- Under Troubleshooting, select System Refresh.
- Select Refresh Now.
- Once the System Refresh is in progress, don’t unplug or turn off any of your Rogers Xfinity Entertainment Boxes. They will automatically reboot during this process.
- Once the System Refresh has completed, and your Rogers Xfinity Entertainment Box is back up, try the app once again.
Try the service on another device
To eliminate the possibility of an issue with the third-party service (ex: Netflix, Prime Video, YouTube, etc.), if possible, try the service on another device (ex: Computer, Smart Phone, Tablet, SmartTV app).
- If the issue also occurs on another platform other than your Rogers Xfinity Entertainment Box, the third-party service may be experiencing an issue. You may want to contact their support team to investigate further.
