Rogers Xfinity Stream app Troubleshooting tips

Program-specific blackout

This is a global blackout to any given channel to prevent a certain program from being aired (example only: Family Guy cannot be shown at 7:00 PM on CityTV). This affects all Rogers Xfinity Stream app users regardless of location or entitlements.

These program-specific blackouts are result of broadcasting restrictions imposed by the broadcasters. Our network partner has indicated to us that the program hasn’t been cleared for out-of-home viewing. If you are using the Rogers Xfinity Stream app at home and encounter this message, try using your set-top box. If you experience this message while on the go, we apologize for the inconvenience. Live programming will return to the channel once the blacked out program has ended.

Regional geo-blocking blackout

Regional geo-blocking (RGB) blackouts are a result of broadcasting restrictions imposed by professional sports teams and their leagues.

Currently, only seven sports channels are impacted by RGB: Sportsnet West, Sportsnet Ontario, Sportsnet Pacific, Sportsnet East, TSN 3, TSN 4, and TSN 5.

• You must be subscribed to the specific network to access the content. Please verify on your set-top box that you are able to access that channel.
• If you are not subscribed, please contact Customer Care at 1-888-554-7827. If you are subscribed but are outside your region you still may experience a blackout message.
• If you are in the right region and still cannot watch the program, please make sure you are using a Canadian IP address. If you do not know your IP address, go to www.whatismyip.com using your mobile device. This website will accurately tell you your public IP address. Your IP information will be presented in the top right.

To troubleshoot live TV issues:

1. Try resetting your device.
2. Ensure your device is up-to-date with the latest version.
3. Ensure the Rogers Xfinity Stream app is up-to-date with the latest version.
4. Run a speed test at www.speedtest.net.
5. Try to determine if other channels are affected on the same device and try to replicate on another device.

If you are experiencing freezing and playback issues, use these TV troubleshooting tips:

1. Exit the app.
2. Re-launch the app and try to play the movie or TV show again.
3. If it is still not working, reset your device.
4. Ensure the device is up-to-date with the latest version.
5. Ensure the Ignite TV App is up-to-date with the latest version.
6. If the app is still demonstrating playback issues, delete it and download again to access content.
7. Attempt to replicate on a different device in order to determine if the problem is related to the device specifically or a general issue.

Keep in mind that that there is a 30-day limit on downloaded content. Downloaded content may also be removed if the title has expired in the VOD store. If you are unable to watch Download-to-go content:

1. Verify if the content has been downloaded by someone else in your household. Content can only be downloaded by one device at a time and would have to be returned before it can be downloaded to another device.
2. The device you are currently using might have been removed and would automatically return all downloaded contents. You can check under "Manage Download Device" under "Settings". Remember that there is a five-device limit.
3. If you have logged out of your account or reset your device, your downloaded content would have been returned and would need to be downloaded again.

HDMI out from a desktop or laptop is capable of and meets the content security requirements from our network partners. All video output (e.g., HDMI, AirPlay, Chromecast, DNLA, etc.) is blocked for iOS and Android devices as per partner and legal restrictions.

• Make sure HDMI/VGA cable is connected properly.
• Make sure the customer has selected the correct input setting (e.g., HDMI 1, Video 2, etc.).
  
  

If the screen looks stretched or part of the screen seems cut off, adjust the screen resolution in Windows Mac OS or Linux. If you can’t see Windows on your TV, you may need to reconnect the computer to your monitor and adjust the screen resolution before you connect to your TV. If higher resolutions cause issues, then reduce the resolution.

If still unresolved, please do not escalate to our Customer Care team as we do not support this feature. This is possibly a hardware issue with your desktop/laptop, TV, or cable wirings and is not an Ignite TV App issue.